Complaints

This profile includes complaints for The College Board's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The College Board

  250 Vesey St New York, NY 10281-1052

• 

  College Board SAT

  11911 Freedom Drive Suite 200 Reston, VA 20190

• 

  The College Board

  P O Box 4017 Mount Vernon, IL 62864

• 

  The College Board

  PO Box 8057 Mount Vernon, IL 62864

• 

  The College Board

  PO Box 025505 Miami, FL 33102

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The "College Board' gave my children's (minors) information to colleges all around the US and we have been receiving nonstop mail and emails for years. They make it incredibly hard to opt out and delete your account. They also farmed-out their **************** support out to some foreign country, they are simply awful to deal with! I have to go thru and shred all the mail correspondence because they are providing personal information which could lead to ID theft. ********

  Business Response

  Date: 01/24/2023

  On January 13, 2023, a ******** care Specialist reached out to the customer via email to request the account information of the student in question. After not receiving a response, a follow up email was sent on January 17, 2023. Once the student's account information is provided additional assistance can be offered to the customer.

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  College Board Case#********. My son has 2 College Board accounts, each having a set of SAT scores. He only has access to 1 of the accounts and needs to have them merged together so he can send scores to schools. I called College Board starting on 11/22/22 and have followed up almost weekly by phone or chat. I am told that the case has the highest priority, but have received no communications from College Board and the accounts are still not merged as of 1/10/23. One of the colleges has a Feb 1 deadline, which is 3 short weeks away, and we are concerned that his scores will not be ready in time. I am not sure what else to do at this point. It has been 7 weeks and there have been no updates or any communication about what is happening or when this will be resolved.

  Business Response

  Date: 01/11/2023

  On January 11, 2023, a customer service agent assisted this customer with merging the student's account and an email notification was sent to the student's email address. If any further assistance is needed, the customer has the contact information of the agent that assisted with the account merge. 

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue happened to my son. He studied in ****************** now. He took a PSAT on Oct 2022. And all result was released in early Dec 2022. Till date, my son did not receive his yet. We have escalated the issue to College board many times. We have written many emails before X'mas. Until now, this issue was not resolved.This is an issue with name mismatch. Apparently, his name (written during PSAT) does not match the name used in school system. However, we as a parents have given all explanation and just asking the results to be released regardless. We are not sure why this has dragged on for weeks.Detail of issue can be found in email communication with college board (***************************).

  Business Response

  Date: 01/12/2023

  Upon reaching out to the customer on January 11, 2023, the customer notified us their issue had *** resolved. The contact information of a specialist was provided for additional assistance if needed.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My nephew took Dec 3rd, 2022 exam. Test results were announced on Dec 16th but not only his score hasn't been released, his status doesn't even say score is pending - it says "registered". ******** care is useless, called on Friday Dec 16th and they said to wait till the end of the day as they are releasing scores incrementally. Called on Monday Dec 19th, and first they said that we have to wait another day but after I called and spoke with someone in the ** vs ***********, that person actually cared to looked into details available and saw their was no score information and that my status still showed "registered" and create a Case No # ******** and said someone will contact in 3-5 business days and took down my email address. Today is Dec 28th and have yet to receive any information from the college board. My nephew is at risk of loosing admission and scholarship opportunity at various schools he has applied to. He studied day and night for months to prepare for the exam. College Board shows no empathy towards students, they are quick to get your money and push their exam scores to universities to base their merit scholarships criteria on. Their is no customer "care" and they are playing with the futures of 18 year old students whose at risk of admission and scholarships due to their lack of process around exceptions and things went wrong on their end. These things do happen but organizations especially non profit dealing with students would know better how to handle them with right rigor and approach.

  Business Response

  Date: 01/11/2023

  A customer care specialist reached out to the customer on 12/28/2022 to notify them that The College Board is investigating their delayed score inquiry from the December 03, 2022 SAT administration.
  
  The investigation concluded on 1/6/2023 when scores were released. The customer was notified via email and given the contact information of a specialist, should any additional assistance be needed.

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started with this college in 2019 and ended with a certificate of 12 months, then enrolled in a bachelors degree and finished now in December 2022. For six months straight I have been calling the school to which I have records to show if its needed looking for reassurance that the school would end in a zero balance by the time I graduated with my FAFSA and my student loans. The school reassured me multiple times during those calls that everything will be cover, and that I would end with no outstanding balance although I had failed a couple of classes. The time of my graduation is here, and I am ending with a balance of $1500 this was not what was communicated with me is creating an issue with my finances due to the fact that I am a single mother in the past three months I have contacted the school in more than six times. Most of these calls are to beg them to fix my account because they were not fixing my account. It look like they were intending for me to finish school with a full balance, to which I kept calling and I kept pushing them to get my student loans to pay for my classes, the school not only gave me an inaccurate information but they now refuse to solve my issue and apparently there is no documentation that I even have called the school. My request is for them to do an audit on my acct? and if there is something that I could be a credit for that could be put into my balance to pay the balance off if not, my request is for them to contact the department of student loans to pay the $1500 or clear my balance due to the inconvenience and the inaccurate info. Also, my suggestion to the Better Business Bureau is to be aware that this is multiple complaints that I have made to the school in regards off my account. Therefore, I think the Better Business Bureau should be looking into auditing multiple students that have to drop off of school because of the lies of the school. I was threatened to not receive my certificate. At the end they get paid.

  Business Response

  Date: 12/21/2022

  The College Board cannot address this concern. As a testing organization we have no oversight over a college's financial concerns. This will need to be addressed directly with the individual's institution.

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a student with ***************************************** and has been since school started in August of 2022. I live in a dorm with another individual. Keep note that I am super organized and neat. I left for my fathers birthday weekend Friday Sep 9th 2022-Sunday Sep 11th 2022. When I arrived back in my room all my belongings were scattered, my personal juice had been opened and left on my desk, someone else cover was balled up on my bed. It was a disaster. I called my mom and she told me to report it. I went downstairs and reported it as I was supposed to. I called my roommate and asked him who was in my bed and why were my belongings thrown everywhere. he kept laughing and saying someone had *** in my bed and hung up. No one got back with me regarding this. My mom called and was given a number to call for the ****************** Director" ****** at ************. She left multiple messages over weeks and weeks. He never returned her calls or mines. So no one ever did anything about this. I have now decided to leave this school. They say I owe a cancellation fee of $250. I feel like I should not owe this because the reason for me leaving is because no one addressed or handled the problem which issues are still going on with this guy. Now my mom spoke with the "Associate Housing Director" ************************* who keep making excuses saying ****** never received any calls and want us to tell him the date and times or else there is nothing he can do. We explained to him it would have been after 9/7/22, gave him our numbers to check the system where can pull phone records. He basically is no assistance and not taking any of this serious. I did make him aware that this is ridiculous how this is being swept up under the rug where you have someone having *** in someone else's bed which is disgusting and it's not being taken serious. I would like to file a complaint and clear my balance since they are the reason I am leaving.

  Business Response

  Date: 12/16/2022

  The College Board cannot assist with this complaint. As a testing organization The College Board has no involvement, association with, or oversight in *************** at individual schools. This will need to be addressed with the appropriate authorities at the school itself,

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called college board on 11/22/2022 and talked to an agent who walked me through ordering my scores. He had me to put in an eligibility code of ****. This sent my scores to the wrong place. I called back and the person i spoke to said that they put in a ticket to be escalated and they would send my scores to the correct place which is ********. She said that someone from college board would contact me within 2 days. I heard from no one. I called my school and they still did not have the scores. I Called back and spoke to another agent who assured me she was sending the scores, I called back and was provided a batch ID. I spoke to my school and they are not able to locate scores with a batch ID. I placed another order for scores and paid extra for them to be expedited on 11/10/2022. My school still does have have the scores as of 12/02/2022. Ive spoken to 5 agents since then and ive been given 3 different case numbers that are supposedly escalated. Every time i speak to an agent ******* different story. One agent told me that my school can locate my the batch ID because scores are sent electronically. Another agent told me because my scores are archived that they have to be mailed. *** asked all of these agents the address that they supposedly mailed my scores and no one has an answer. All i ever leave a phone call with is a case number. Ive paid over $100 at this point and still no scores. The first transaction was supposed to be refunded but the funds have not been received. I asked if the scores could just be sent to my home so I know what address they were coming to and they asked for another $43. Why on earth would i keep paying for something that im not receiving. Im at risk of not graduating my program if i do not have my scores by the end of this month. This is literally affecting my future and no one cares!

  Business Response

  Date: 12/19/2022

  On December 8, 2022 a ************* Specialist provided the batch information for the customer's score report that was sent to ******************************** College - ********. The customer was advised to provide the information to the college, to aid in their search for the scores in the score files received from College Board. On November 15, 2022 it was advised of the customer that the duplicate order they placed was resolved through the disputed charge submitted with their financial institution. The customer placed a paper score report order on December 5, which fulfilled on December 6, and would have been received at the institution within normal **** mailing time. It may take colleges additional time to process scores after they receive them, and students should work directly with colleges once the report is reflecting as sent. 

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  
  The score report that I ordered on December the 5th was not stored to be sent to the institution. It was stored to be sent to my home address since ive been having such big problems getting them sent to the college. I confirmed with the agent in the phone twice my home address. It is 12/27 and I have yet to receive these scores as well. 
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child took the SATs on November 5, 2022. Test scores were released on November 18, 2022, but we still have not received them. With college application deadlines of less than 2 weeks, we need to know how to proceed. We have repeatedly emailed, posted requests on the website and spoken with College Board representatives, and have been told someone would get back to us. We finally received an email on November 28, 2022, indicating that this matter has been referred to the ********************** but with no information as to why the test scores are not available. On November 28, I spoke with a CB Operator, (ID to be provided upon request), who advised that College Board had not received my child's answer sheet, information that College Board must have known at the time of our initial inquiry (and the 11/28 email) and should have acted upon independently. Despite my advising of the urgency because of college application deadlines, we still have not heard back from anyone. As I am filing this complaint (12/1), I have been on hold with yet another CB operator for over 1.5 hours, and having asked to speak with a supervisor, I am repeatedly advised that "no one is currently available." If the only option is to retake the test, the test date is this Saturday, December 5, the registration deadline has long since passed, and the normal score release timing would not be soon enough for the college deadlines. With less than 24 hours to be able make any decisions and possibly register to retake the exam, we need answers literally today. I have advised the operator with whom I am on hold of this urgency to no avail. Students are beholden to College Board since many colleges still require and/or rely on SAT scores. The need for accountability is critical as students stand to lose opportunities of admission to university and financial assistance if deadlines cannot be met due to College Board's failure to address problems that understandably can arise.

  Business Response

  Date: 12/19/2022

  The student's November 2022 SAT scores are now available to view/send in the student's **************** account.

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son *********************** submitted SAT scores to colleges through College board platform on 11/23 2022, the system showed the order cannot be completed right now, please go back and start over . My son tried again and got the same problem. However, we got charged $331 for each submission without any confirmation or receipt. I called College board customer service on 11/28 requesting the refund, the agent just told me wait for 5-7 business days. I requested to talk to the supervisor, but she was reluctant to do that, and the line was broken suddenly. I made a phone call again immediately, another agent ID ****** helped to create an escalation case # ******** and said I will be contacted in 3 business days. On 12/1, I called College board customer service again since I didnt get any response, the agent just told me the same story - keep waiting, and the line was broken again. I tried to made a phone call again immediately, another agent kept talking the same thing, and the line was suddenly broken again. I was mad about their service attitude! I just want to get refund immediately since its a lot of money and that should not be charged since theres system problem!

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Hi,

  Please be informed my complaint case # ******** had been resolved, I have received the refund from College board. Thank you for help.

   

  *********************

   

  Sent from my iPhone

  
   
  

  
  

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-19-2022 Case#******** I requested a refund of a late enrollment fee due to the fact that an earlier SAT was cancelled and we were impacted by hurricane *** . We did miss the enrollment deadline for the next test due to having no internet access and had more immediate concerns. I should have contacted them prior to registering late and paying the additional fee, The representative already offered a fee waiver but when they found out we had already paid the fee- they created this case. I was told 10/19 that there would be follow up in 5-7 days -I received a response by email on 11/17. I think that the college board should recognize the extenuating circumstances and provide a refund of the $30 late fee.

  Business Response

  Date: 11/22/2022

  The student was registered to take the SAT exam in on October 1, 2022, but due to the ******* natural disaster, a make up was scheduled. However, the make up was cancelled and the student then had to register for the November test date after the deadline. Due to the natural disaster, we have processed a refund for the late fee back to the account they initially used and should be received in 3-5 business days. The customer was notified of this refund on November 21, 2022. They were also provided contact information for a ************* Specialist in the case they have further questions.