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

• 

  The College Board

  PO Box 6200 Princeton, NJ 08541

• 

  College Board SAT

  11911 Freedom Drive Suite 200 Reston, VA 20190

• 

  The College Board

  PO Box 6226 Princeton, NJ 08541

• 

  The College Board

  P.O. Box 8054 Mount Vernon, IL 62864

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:09/22/2022

  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.

  8/27/22 My daughter was scheduled to test she was locked out of her acct and could not get her ticket. After working with an agent for almost an hour we were able to get into her acct by **** am we were told by the agent to go to the testing center and if they dont let her in call back and the would refund or transfer the ticket to another date. We called back no answer we finally was able to get in touch with someone on Monday. Where that agent said he was sending a request to get a refund or ticket date change. I have the agent my information and email for follow up. I did not receive any follow up from anyone. I called on 8/31, 9/3, 9/6, 9/14 and 9/15 and 9/20 after not hearing from anyone no answer no return calls in response to testing. College Board staff is rude. They have refused to move my daughter test date or refund me which we have asked from the beginning. Now its too late for her to test. College Board is stealing funds from children and their parents and refusing to allow these hard working students to test. They should boycott college board and not allow them to make money off the students.

  Business Response

  Date: 09/28/2022

  The records reflect that the customer contacted ******************** on August 27, 2022. She was unable to provide the security phrase and the account was unable to be validated. The customer was then advised how to utilize the website as the password had been forgotten.
  The parent was contacted by a ************* Specialist on September 27, 2022 regarding he August 27, 2022 SAT test day events. The above information was reviewed and discussed. It was confirmed that the student does now have access to the online College Board account.
  College Board policy for canceling a registration advises: If you cancel after the regular cancellation deadline through test day, the fee is $35. As this customer had contacted ******************************************* on test day, a cancellation of the registration and partial refund were provided back to the original form of payment.
  During the phone conversation, the ************* Specialist offered to assist with processing the November 2022 SAT registration but the customer declined. Additional test dates and associated deadlines were reviewed with the customer and a follow up email was provided with this information to the customer.
  
  The customer has the direct contact information of the ************* Specialist should further assistance regarding this inquiry be needed.

• Initial Complaint

  Date:09/22/2022

  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.

  On 9/21/2022, I called the College Board support line to see if SAT could be rescheduled without fee. I was told that based on certain criteria that they could be rescheduled without penalty but to call back later because system was upgrading. Called back 2nd time but upgrade not complete. On third call, Rep assured me I could reschedule if I scheduled the new test date first and then he would cancel original test date. He got to the end of registration and told me it would be $75. I asked why and was told there was a $15 phone fee. The phone fee was not disclosed until the end of the transaction. I told rep to wait and I confirmed again that after this went through I would be refunded my original $60 test fee. Rep confirmed and transaction processed for $75. Then rep canceled original test date and told me I would be refunded $60 less $15 cancelation fee. I explained to them that they just confirmed prior there would be no fee. He then reconfirmed screen and said I had $35 cancelation fee. I asked to speak to manager and was told they were in a meeting. I could not be transferred to voicemail or anything. Rep said manager will tell you same thing I did. Called backed and got a new rep and explained situation. Basically told same thing- manager in a meeting and no concern over my issue. So it now has cost me $50 to cancel $60 test. I would have not canceled if I knew that was the case. I want a $50 refund. They should be required to disclose all fees prior to initiating transactions.

  Business Response

  Date: 09/29/2022

  On September 28, 2022, a ************* Specialist reached out to the customer regarding their refund request for the cancellation fee of the October 1, 2022 SAT exam. It was advised that the $35 cancellation fee is a standard fee that is applied when the customer decides to cancel their SAT registration after the late registration deadline. It was also advised that the $15 telephone fee is a standard fee that the customer is advised of when they request to register for the SAT over the phone. It was lastly advised that information regarding fees and when they are applied could be located on our website at *********************************************************************************** . The specialist then provided their contact information for any further assistance they may need.

  Customer Answer

  Date: 09/29/2022

  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:

  The customer service rep on the phone call never referenced the $35 until the transaction was complete.  I asked prior to initiating the rescheduling if I would get a refund.  The customer service reps need to be better trained and alert customers at the beginning of the call of the $15 phone fee and 35 cancellation fee.  Having the fees on the website is one thing but never once did the customer service rep refer me to the website or alert me of the fees.  I specifically asked if I would get my $60 back and I was told YES but only if I rescheduled first.  So I proceeded.  I was then notified of 15 fee at the end of the reschedule transaction and then charged the fees.  *********** needs to add verbiage to their customer service line to notify customers of the fees prior to representative answering via automated messaging or allow the reps to state the policy before proceeding with the call.  

   

   

   

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

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

  Business Response

  Date: 12/19/2022

  College Board values customer feedback and has provided the feedback to the appropriate team for review. The customer has been provided the contact information of the ************* Specialist for assistance they may need in the future.

• Initial Complaint

  Date:09/21/2022

  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.

  College board is a joke. 1. My son took two tests and both scores highly unlikely his.2. I sent the hand score verification request. It went nowhere. The tracking number indicated that the form arrived SAT P.O box, but they had no idea about that. Clearly the **** box was not monitored. 3. I reported the problem at their website, and never got response even they said they would contact you about 3-5 days 4. The overseas "supporting/desk" was a complete joke, they can't speak the language, don't know what is going on, trying to defer you to a dead link, I went a full circle without getting anything solved.I'd like to start the hand score verification process as soon as possible and get a look at his actual answer sheet.

  Business Response

  Date: 09/22/2022

  On September 21, 2022, a ************* Specialist spoke with the parent regarding the hand score verification request. The representative processed the request on September 21, 2022, and the parent was advised of what the timeline for the request to be completed is. The parent expressed satisfaction that her concerns were addressed and they did not need further assistance at this time.

• Initial Complaint

  Date:09/21/2022

  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.

  We registered for the October-1st, 2022 SAT test on September-10th, 2022 by paying $90. On September-17th, 2022 we received an email stating that the test has been cancelled and if we didn't cancel the test then we should reach out to them. We immediately emailed at the email account provided. The email bounced back stating that that was an unmonitored email and if we need help, we must contact college board customer service from Mon-Fri between 9:00 - 6:00 PM ET on the number provided. We called the number ************ multiple times, spent hours with the customer service letting them know that we have not cancelled the service at our end and we would like to reinstate the test. They mentioned that since the refund of $35 has been processed they cannot reinstate. We offered to pay that $35 to make sure that we have the test registration as we didn't cancel this at our end. Today, September-19th, I have spent 3 hours with customer service letting them know that we have not cancelled this and I want to take the test but the customer service didn't help and disconnected the phone multiple times. I have not cancelled the test and I am not sure why it got cancelled but I have done, everything I could do let the people know that I have every intention of taking the test and I have not cancelled it. The test is in 10 days and the customer service is extremely rude and keeps on like a broken record without offering any tangible solution. My son is National Merit Finalist with a good student. He doesn't go around and cancel his test on random when he himself registered for it. This is ridiculous that there was no effort from the customer service people to help at all. They wanted us to reregister once again paying the full money and late fees even though they only were returning $35 out of the $90 we paid. This is fraudulent and attempt to extract money from the students.

  Business Response

  Date: 09/28/2022

  Upon review of the students online College Board account,someone with access to the account, cancelled the October 2022 SAT registration on Saturday, September 17, 2022. When the cancellation was completed, a College Board email was sent to the student to advise/confirm the cancellation. In the email it advised: If you didnt request these changes to your SAT registration, to please contact ***************** The family contacted ******************************************* on Monday, September 19, 2022.
  
  A ************* Specialist receiving the inquiry made outreach via phone and email in order to review and discuss the situation. Due to the circumstances, College Board confirmed with the test center that there was still a seat and materials available for the student. Upon following back up with the customer, a new registration was processed and the student is now reregistered for the October 2022 SAT exam where he was initially registered.Only the valid $90.00 in fees have been obtained for the registration (which was for the registration and late fee). The parent confirmed the registration was completed.
  
  The ************* Specialist advised, to ensure the security of the students online College Board account, to update the associated account password and to also always ensure the student is completely logged out of their account.
  
  The customer has the direct contact information of a ************* Specialist if further assistance is needed regarding this inquiry.

• Initial Complaint

  Date:09/14/2022

  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 son received an invitation to participate in the Digital SAT on Sept. 17. The tests was free but to qualify, he must registered and pay for the October SAT, He completed all the steps and pay for the Oct. SAT. He received confirmation of enrollment for both, Sep 17 and Oct 1, 2022 He received arrival instructions He received on Monday, Sept 12 instructions to download the software for the test Yesterday, Sept 13, he went to his account to verify some information about the test snd it said canceled. No explanation, no email was sent. I called and they said he was excluded from the test because there was another round of selection and some students were randomly selected to be canceled. This is TOTALLY unacceptable:1. No formal communication 2. No previous indication that this could happen 3. A big issue to ask to make a payment (Oct 1 test) to get for free Sept 17 Test. 4. A total lack of respect for the students time and well-being. He has been studying and getting ready for this Saturday. 5. Financial loss. My son stop working 20 hora ($300) to get ready for the test. He has a formal job and requested an unpaid week off got this test. 6. He was mentally ready for the test, this abrupt changes with no valid excuse leave for bog questions like. is there discrimination? The College Board has all the data from the students.. Was he kicked out to include someone else? what are the real reasons for cancelling at last minute? Per the rep, who put me on hold more than 15 minutes ago, the test was not cancelled.

  Business Response

  Date: 09/28/2022

  On September 21, 2022, a ************* Specialist reached out to the customer regarding their September 17, 2022 Digital SAT exam. It was advised that the test center for this exam had requested to close. It was also advised that College Board recommends that each student monitors test center closings in the days leading up to their exams and the day of their exams to make sure the test center hasn't changed or closed. Lastly, it was advised that a full refund could be issued if the customer wishes to not participate in the October 1, 2022 SAT National exam. On September 27, 2022, a ************* Specialist followed up with the customer as no response was received previously. Due to no communication received from the customer after the second follow-up, the specialist then provided their contact information for any further assistance they may need.

• Initial Complaint

  Date:09/12/2022

  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.

  In July of 2022, I paid $60 for my son to take the SAT test that was scheduled for August 28th at 8am. We arrived at the testing center located at ********************** at ***************************************************************. Upon arriving at the testing location, all of the gates were locked and the students were outside trying to figure our what was going on. We all waited for nearly an hour only to end up having to leave the campus. A call was made to College Board that same day and I was told we would receive a call within 5business days. No call was received. I sent a ******* message to College Board on August 31st and was told my complaint wax bring escalated and a call would be received "asap". No call was received. I called College Board on September 8th dmx was told I would receive a call within 24 hours. I still have not heard back from anyone, nor have we been offered a make up.

  Business Response

  Date: 09/19/2022

  A ************* Representative called and spoke with the customer on 9/16/2022. The representative confirmed their assigned August 27,2022 test center was able to administer the test on test day. The parent understood nothing can be done regarding administering a make-up test for their August registration. The representative issued a partial refund for their August registration and assisted with creating an October 1, 2022 SAT registration for the student. The new registration details were given to the student and parent. The representative gave their contact information to the parent for future reference. Case Closed.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair 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.

  This morning I signed on to my account for my daughter ************************* 7/6/2005 who is a 17 year old student to send AP score reports to additional colleges . No additional info was requested from me other than her name date of birth user name and password. I inquired as to which schools had already been sent scores and it indicated only 2021 scores sent. I then ordered the 2022 scores to several schools and my credit card was charged $45. I then went back into the account to double check they were sent and now it was indicating that scores had already been sent a month ago to those same schools and they had already charged my credit card . There was no way to cancel these in process score reports . I called the company to request this be done and after being on hold for over 20 minutes (!) the customer service rep told me there was some kind of special security phrase associated with the account and there was no way to cancel my order unless I knew that phrase . I do not know that phrase nor does my daughter and since it is my personal credit card in my name there is no reason the company cannot cancel the order at my request regardless of whose score report was ordered . They refused to do so . I would like a refund to my credit card of $45. Thank you

  Business Response

  Date: 09/20/2022

  A ************* Representative called and spoke with ****** mother on 9/12/2022.The representative confirmed we can refund the $30.00 duplicate AP Score Send Order. The representative proceeded in sending the case to the ****************** to issue to refund and confirmed refund timeframe with the parent.Finance confirmed refund was issued on 9/20/2022. Case Closed.

  Customer Answer

  Date: 09/28/2022

  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.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 took his AP Calculus test in May 2022. Everyone in his school received their scores, except him. I've called and emailed numerous times and am told that the score is delayed. There is no other explanation and no information about when he will receive his score. He is a senior and is applying to colleges RIGHT NOW. I think they lost his score or are doing something with it. The customer service is rude and not helpful. He studied extremely hard on this test and took a prep test and received a 5 so he really wants this score.

  Business Response

  Date: 09/06/2022

  A ************* Representative called and spoke with ****** mother on September 6, 2022, regarding his delayed 2022 AP Calculus AB score. The representative confirmed they will be contacted by the appropriate department within the next few business days. The representative gave the parent their contact information for future reference. Parent understood they will be contacted within the next few business days and to follow up with the ************* Representative if they do not receive an update within that timeframe.

  Customer Answer

  Date: 09/09/2022

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/01/2022

  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 daughter ***************************** was scheduled to take the SAT on 6/4/2022. Unfortunately there was a tropical storm that weekend and we were literally under water. All of the local testing sites were cancelled per the college board website and the local news. We thought that college board would automatically transfer the $60 we paid to the next available testing date. When we reached out to them, they stated that we should've cancelled prior to the testing date. We were busy trying to prepare for a storm. Not to mention that we had no electricity for several hours during and after the storm. They now refuse to refund or apply it to the next registration. Is there anything that can be done? The location of the testing site was ********************** in *******, *******.

  Business Response

  Date: 09/06/2022

  A ************* Representative cancelled and refunded the students June 4, 2022, SAT registration as requested. The representative emailed the student and parent the refund details.  

  Customer Answer

  Date: 09/08/2022

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  To Whom It May ********* am a paraprofessional for *************** ********************* and on Saturday, June 4th, 2022, I was a ******* for the SAT exam given at my school. I have not yet been compensated the $185.00 for my work. I have called Velocity several times, and feel like I am always given the run around. I do not understand how come it has been longer than two months, and I still have not received compensation. I would hate to think that someone on the inside has taken my money because that would be fraud. One of the reference numbers for my communication with Velocity about this matter is *************. I spoke with ******** at 9:24 a.m. On 8/10/22, I spoke to ******* at 8:20 a.m. (reference number *************. I called on 8/22/22 at 9:43 a.m., and the reference number is *************.

  Business Response

  Date: 09/01/2022

  This customer's case has been escalated to the appropriate team that manages ******* payments. This team confirmed outreach will be made to the customer to resolve the payment issue. 

  Customer Answer

  Date: 09/02/2022

  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]

  I did not see a response, and I still have not been compensated my $185.00.

   

  *********,

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

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

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

   

   

   

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

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

  Business Response

  Date: 09/12/2022

  This customer was contacted by phone on September 9. 2022, by an agent in the appropriate team for SAT ******* payment. Customer has the appropriate contact details should any further assistance be needed on this issue.