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 025505 Miami, FL 33102

• 

  The College Board

  P O Box 4017 Mount Vernon, IL 62864

• 

  The College Board

  PO Box 8057 Mount Vernon, IL 62864

• 

  College Board

  3700 Crestwood Parkway Suite 700 Duluth, GA 30096-7155

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:04/02/2025

  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 purchased a CLEP exam (Principles of Macroeconomics) from the College Board on February 14, 2025, intending to take it for college credit. However, after finalizing my course plan, I realized that the exam no longer benefits my degree progress in any way. It will not help me graduate early as intended when purchased. I reached out to the **** department, explained my situation kindly, and requested a refund. I acknowledged that I was outside the standard 7-day refund window, but hoped they might make a one-time exception given that I am a student, have not used the exam, and it now serves no purpose for me.Despite multiple polite messages, I was told they would not consider any exceptions beyond their standard policy and was instead encouraged to change my exam titlewhich is not helpful to me, since no CLEP exams benefit my current academic path. Their responses felt overly rigid and impersonal, and I believe they should exercise more discretion and compassion in cases like this, especially in dealing with college students who are already struggling financially.I am not upset about the policy itself, but I do believe there should be room for reasonable flexibility when a student has acted in good faith.

  Business Response

  Date: 04/03/2025

  On 4/2/25 our ********************* team provided this customer with our policy, explaining that CLEP exams are non-refundable after 7 days of purchase. They highlighted the disclaimer that appears when purchasing a CLEP exam ticket before completing the purchase, and they shared the publicly published refund policy from our website: ******************************************************************************************
  

  The customer can contact ********************* if they need additional assistance.

• Initial Complaint

  Date:03/31/2025

  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 daughter was scheduled to take the SAT exam, but on the morning of the test, her school laptop had the incorrect time/date so she was unable to take the test because it would not submit correctly with the incorrect date and time. The ******* and my daughter could not change the time because it was a school laptop and had to be changed by the school IT department. My daughter was told that she would receive a voucher number in an email so that she could register for another date to take the SAT. She never received the email and we have called three times for information on how to get the voucher number so she could register to take the next exam. The first time we called, we were told that the voucher number would be sent in an email the following week. The second and third time we were told that she was not eligible for a voucher and that we would have to pay to take the test again, even though she was unable to take it the first time. Theres been no explanation as to why we would have to pay again, even though we already paid and did not receive the service since she didnt get to take the test on the original scheduled date.

  Business Response

  Date: 04/01/2025

  A ************* Specialist responded to this customer on 4/1/25.
  
  The customer was informed that their inability to test was due to their device not being properly set up. As a one-time exception the customer was provided a refund for their unused registration. They were made aware that making sure their testing device is correctly set up is the students responsibility, even if the device they are testing on is provided by their school.
  
   The customer has the contact information for the ************* Specialist incase they have any additional inquiries.

• Initial Complaint

  Date:02/28/2025

  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 was in the application process for a master's degree program and needed my AP Scores to proceed. I ordered transcripts by FAX on 2/3/25. There was no confirmation they had been received. I called multiple times and had to go through an arduous process just to talk to the right department. They couldn't confirm they received it and said I had to wait 14 business days to find out and I would know when the credit card LISTED on the form that was faxed was charged. When MORE than 14 business days was past (I did not include President's day in this) I called back and couldn't get a hold of anyone to confirm so resent the fax. I then heard back they had received it and was worried they would charge me TWICE and so sent another fax saying that I didn't want two orders for the scores at $25 and told the representative that as well. Well, this week on 2/26/25 (17 DAYS AFTER ORDERING AND 5 DAYS PAST PROMISED DATE) I noticed a charge on my credit card for $50 for one order- they did charge me twice. Also, I still haven't received the documents and was informed that I missed the college deadline and the requirements changed now causing me to take an additional 5 classes ($10,000 more) and 6 months longer of time. Now I am unable to continue in the program due to my age, cost and time restraints. This is a ridiculous process as others have stated. They need to get their act together!!! I want a $50 refund due to them on providing the documents as process and then overcharging me and the documents were just sent out yesterday on 2/26/25 but it is too late. I based my decision to order then based on the promised time frame. All other schools submit and transfer electronically in one day.

  Business Response

  Date: 03/05/2025

  A ************* representative reached out to this customer on 3/3/2025 about their Archived AP Score Report order placed on 2/4/25.

  The customer was informed via email on 3/5/2025 that after thorough investigation, it was determined the customers AP archive score report was processed on 2/26/2025 which is within the published timeline. That is within the 15 business days timeline (due to the national holiday on 2/17) provided to student and as outlined on our AP archive score request form - ***************************************************************************************. Please note that the form states the Archived AP Score Report will mailed within 15 business days, and this not an indication of the expected date of receipt. It also states that Archived AP Score Reports are sent via first class mail. Overnight/express mailing service is not available.

  
  The customer was notified that their Archived AP Score Report was sent to all requested institutions via the ********************** (****) on 2/26/2025. They were charged the score reporting fee twice because they ordered two score reports to be sent. The customer was provided a link to our website with more information regarding our AP archive score report fees - **********************************************************************************************; In addition, they have been advised to wait the normal processing time for **** mail to be delivered.
  
  The customer has the direct contact information of the ************* representative if further assistance is needed.

  Customer Answer

  Date: 03/12/2025

  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]

  This is not correct. I have attached a letter stating that they received the request on February 3 counting all weekdays or business days excluding the one holiday on Presidents Day. It was not within their timeframe. 14 days wouldve been on February 21 they cannot count and this is not a valid rebuttal. They promised me the results to be mailed within 14 business days and this did not happen. 

   

   

   

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

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

  Business Response

  Date: 04/14/2025

  All effort was made to keep the customer aware of the timeframes involved.
  
  The email the customer references, and it's written contents, was provided to them, per their specifications, on 2/27/25. This was after the archive score report request was fulfilled and the customer billed as per the previous communication they had received.
  
  Find attached the email chain from 2/19 between the customer and customer service. The timeframe was clearly laid out, including the latest date for shipment and billing being 2/26/25, and additional details and expectation for shipping times. The customer responded, acknowledging this email.
  

  Customer Answer

  Date: 05/02/2025

  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]

  They did not provide the scores in a timely manner. They went over the timeframe that was promised, resulting in me to have 18 credit hours more of a masters program required that wouldve not been the case. Had I been able to get my scores and my application submitted by the date, it was promised. These guys take no accountability for their poor organization and manpower. That is seriously lacking as well as customer service. Even my credit card company agreed with this decision.  

   

   

   

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

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

• Initial Complaint

  Date:02/20/2025

  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.

  I have so far spent 2 hours on the computer and on hold simply trying to register my child for the SAT. The process is incredibly difficult. Due to personal and confidential reasons of which I will not divulge, we need certain accommodations at the test site that College Board is making it VERY difficult to achieve.

  Business Response

  Date: 02/21/2025

  On 2/20/25 a ************* Specialist contacted the customer by email and voice mail via the contact options the customer provided. The customer was informed that their multiple accounts had been consolidated and to contact the ************* Specialist directly if further assistance was required. The customer has the specialist's direct contact information.

• Initial Complaint

  Date:01/28/2025

  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.

  My sone registered for the SAT, and paid the registration fee. When he arrived at the testing facility, he and the administrators could not get connected to WiFi on a stable connection. There was a group of students that hade similar issues. He was told ,after the sign in deadline, that he could not test that day and that the registration fee would be refunded. I gave it some time to process, but no refund or communication at all. I reached out by phone to their customer service line. My first attempt was with a foreign call center *** that was very rude, and told me that it was too late. He would not say much more than no. The Second ********* was far more polite. I explained the situation, he got my info, and gave me a case number. He told me that he would be submitting the case to his higher authority team. A few hours later, we received an email. The email was simply a check list for pre-test p***, no mention of a refund at all. As a single father, things can not just let $90 go. I paid for a good/service, I should receive the good/sevice or a full refund.

  Business Response

  Date: 02/05/2025

  The customer was contacted by a ************* representative on 2/5/25. Their issue was resolved and the representative provided their direct contact information for the customer if further assistance is needed.

  Customer Answer

  Date: 02/06/2025

  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:12/18/2024

  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.

  On December 3, 2024. I made a transaction my purchasing a test date for my son to take the ***** My son completed the form, then the website stated that an error occurred. He then registered again for a later date and that transaction went through without error. This weekend we noticed that two charges had gone through on my credit card, therefore, the first charge for the first date did in fact register. I called college board to cancel the May test, because we received an error notice when we attempted to register for March (or so we thought). They informed me that I would be charged $29 to cancel the May test. I told them this is not right, then they started I have to escalate the isssue and they will get back to me in 5-7 days. They did not offer a case number or who will contact me and there is no guarantee of reimbursement. They are supposed to be the premier organization to register for SATs, however, we dont have other options. They are not hurting for money. They should not place additional financial burdens on parents who already have additional obligations to meet financial regarding college placement.

  Business Response

  Date: 12/19/2024

  On 12/18/24, ************* reached to the customer and provided a refund for their duplicated order. 

  Customer Answer

  Date: 12/19/2024

  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:11/15/2024

  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.

  This is the first time in my life that I have ever expressed a bad review about any company, institution, anything. Im currently applying to graduate school, of which colleges need the ** scores in order to accept the application. First, I faxed the form, called to see if the fax was received, and was told to call back in 3-5 business days which is a horrible process because then if the form is not received, it would take ANOTHER 3-5 business days to find out if it is even received. Then to say that it takes 15 days to simply send out the scores is outrageous! That means that you have to wait 5-7 on top of the 15 days to even get it in the mail. On top of it Im paying 25 dollars to get a score that takes an average of 30 days to even be sent to me. I cannot understand how the scores cant be emailed instead of mailed, which would only save your organization money. Also for students that are applying to colleges, run the risk of not even getting accepted pending that their scores will take about 30 days to be received by the college if they took a test before 2018, which accounts for all the students going to graduate and doctorate school. Clearly your organization does not see the importance of these students education because you archived their scores and made the process so long and frustrating to be apart of. I am so beyond upset and will be escalating this on online platforms to make other people aware of how poorly run this is and to save them from experiencing this process too late.

  Business Response

  Date: 11/15/2024

  All information regarding ordering Archived AP Scores reports, including their delivery timeframe, is listed on the College Board website: ****************************************************************************************
  The AP Archived Score Request Form the customer reports filling out and submitting also includes this information: ***************************************************************************************
  When the customer contacted **************** on 11/13, after their account was validated, the policy and procedure information was shared with them again.
  The AP Archived Score Request Form also advises that an email will be sent to the email address the customer provides once the form is received. Unfortunately, College Board is unable to confirm receipt prior to that confirmation email.

   

  
  

  Customer Answer

  Date: 11/18/2024

  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 was told that this form was necessary to receive my scores by a college board representative, I paid for the form, to then be told today that it was  not necessary to have filled out and paid for that request form, and I was able to view my scores online the whole time but they needed to merge my accounts and wait another 5-7 business days. I requested to be refunded of a charge of which I could not. 

   

   

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

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

  Business Response

  Date: 11/20/2024

  On 11/19 a ************* agent spoke with student regarding their new complaint. Agent informed customer that account consolidation they requested was completed and student is now able to see their ** scores reflected on their account.
  
  Care *** also explained that customer is being refunded the difference of the archive score request and a standard ** score send. This is due to the student wanting their scores sent out even though they did not need to submit an archive request.
  
  Agent provided student with their contact information for any further inquiries and advised customer of the timeframe when they should receive a copy of the ** score ***ort.

• Initial Complaint

  Date:11/14/2024

  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 ************************** - My son went to take his scheduled exam on October 5, 2024. Due to an issue with the WiFi at the testing facility, several students were unable to take the exam. He was told that he would receive communication from College Board about a refund or retest date. All of the students sent home have filed reports about the incident as well. I have called and emailed the College Board several times over 5 and a half weeks. The original case was closed by Case Manager ******* ******-****** after he set the registration as canceled. The refund amount for a canceled registration is not even half of the registration cost. I replied to the email stating that the investigation is inadequate since ******* ******-****** stated the issue was regarding my son's Chromebook (my son does not have a Chromebook), and to please re-open the case. I have called and requested to speak to a manager but I am always told that a supervisor will call me in a few days, but never once have I received a call from anyone at College Board. I have already paid another testing fee for the SAT this month. I was told to open a new case since my original case was closed again. I called a week later to follow up on my second case, and was told there is no status update. I am requesting a refund for the remainder of the registration fee and it seems the College Board is just stalling.

  Business Response

  Date: 11/15/2024

  On 11/12/2024 a ************* representative assisted this customer with their refund. The customer has the ************* representative's contact information if they need additional assistance.

  Customer Answer

  Date: 11/18/2024

  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:11/08/2024

  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.

  Hello,My daughter attends a private school in ******** on a full scholarship. On the College Board's website it states that you can request a fee waiver directly from them. I filled out the information and she was denied. They stated she was denied because they could not verify the information. I was the contact on the form to verify all information. i was NEVER contacted by the College Board to verify anything. I have called several times and filed an appeal and nothing has been resolved. I know she qualifies for the waiver because she receives public assistance.

  Business Response

  Date: 11/13/2024

  On 11/5 this customer's request was reviewed and approval for a fee waiver was sent to the account holder's primary email address. On 11/6 the customer used their fee waiver benefits to register for an upcoming SAT exam.

• Initial Complaint

  Date:09/24/2024

  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.

  My daughter went to take her scheduled exam on August 24th. Due to an issue with the WiFi and Chromebook, all of the students from her school were unable to take the exam. There was a work around but the test administrator did not want to assist the students taking the exam. She was sent home and told that she would receive communication from College Board about a refund or retest date. All of the students turned away file reports about the error and several students have received their refunds. I have called several times and my daughter has emailed/called several times without a response. Her original case (which I have a case number on) supposedly does not exist. I was told my case would not be refunded because too much time has passed. I have email proof that my daughter has been in communication with College Board with her original case number. I have called and requested to speak to a manager but I only get the same message. Just be patient. A supervisor will call me in a few days. Its difficult to even get a person on the phone that actually works for College Board-its just a phone service answering calls and reading a script. Please just give me my money back. I already paid another test fee for her to sit for the SAT next month. I should not be penalized for the incompetence of the testing site administrator.

  Business Response

  Date: 09/27/2024

  Customer contacted ******************************************* on 8/26/2024 regarding their August 2024 SAT. The customer was unable to test on 8/24/2024 due to their device not connecting to their test centers Wi-Fi. Due to this, the customer requested a makeup exam or the rescheduling of their test. The College Board team investigated the events of test day and confirmed that the student did not complete exam set up/checked device requirements for testing with a school-managed device. The customer was unprepared to test on August 24, 2024. The customer was contacted on 9/27/2024 by a ************* representative and informed that they did not complete the steps for testing with a school-managed device and are not eligible for a makeup exam; however, they were granted a refund minus the cancellation fee as a one-time exception. They were also provided resources to ensure they have access to device requirements for future test administrations.

  The customer has the direct contact information of the ************* representative is they need any further assistance.