ComplaintsforParchment

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was today 9/16/2024. Back on 8/11/2024 I order my son's high school transcripts from ***************** (homeschooling) so that he could return to school in person. ***************************** uses Parchment to facilitate this. It is already off putting that as a high school student you are charged for your child's transcripts, no normal high schools do this. So I paid the $15 waited two days, received the document. At which time I printed it and dropped it off to my son's new high school. The new high school notified me last Friday (9/13/24) that they had lost his transcripts. I went into my profile with Parchment and I was unable to view or see them and so I reached out to support and asked if they could help me or resend them to me or something. They responded today stating that it had been over 30 days so I would need to pay for them again. The reason this is a problem is that they do not at any point say hurry up and save your stuff because we only allow you to access it for 30 days. Both Parchment and ***************** should be letting students know at MINIMUM at time of purchase that they are actually selling 30 days worth of access not "providing transcripts". It's already NOT THEIR INFORMATION so it is majorly shady to only allow people to have access to their own personal information for 30 days for an item that isn't even normally charged for. They clearly know when people need this document they don't have a choice and Parchment takes advantage of this fact by not being transparent with their customers. Then tell their customers to "Moving forward, please be reminded of the 30 day window when viewing or downloading your document as your prompt attention is highly requested." That is copied and pasted from their customer service department. I have now paid $30. $15.00 each time to look at an identical document. First time I waited 2 days. Today I received the document within less than an hour, shows it took no time or effort just want take $.

  Business response

  09/17/2024

  Thanks for contacting Parchment. Sorry to hear you were unable to download and save your son's documents within the allotted time period. An email was sent when the order was fulfilled, which contained information regarding the time period to download and save the document. Our website offers many help articles with information such as our resend policy, download timeframes and refund policy. I have linked our *********** here: ******************************************************************************

  Please note, Parchment serves as a delivery service. The sending institution, in this case Penn ******, determines the fees associated with purchasing a document in addition to the time period for processing. 

  Should you have any questions regarding fees or processing please contact ***************** directly. 

  A one time courtesy refund was issued for DID TE5S2RRJ. Please allow 5 - 7 business days for the refund to appear depending on your bank. In regards to your most recent order, as stated in the email you received please download and save within 30 days. As long as you are able to download and save the document to your computer you can access after the 30 day time period. 

  Should you have any further questions, please feel free to reach out. 

  The Parchment Team. 

  Customer response

  09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Parchment needs to correct two things to meet "exceptional service,": 1. Be transparent about how to contact a real human being by phone instead of email complaint. Emails are not answered within a couple days or even a week and it's frustrating to have to go ******, "how to contact Parchment Transcripts by phone" to find a phone contact-number. The phone number does not exist even after you've logged in on the Parchment website. If it does, it's buried and not user-friendly. #2 ****************** needs to make it more obvious that "order transcript," ONLY applies to the ONE school. Parchment needs a "bundle," feature so that a student ONLY needs to pay ONCE to get whatever transcript information Parchment handles sent --a student should not need to pay for each separate school. If a student still needs to do this, then it needs to be very obvious that the student is sending ONLY a transcript from the ONE school and not from the other schools.

  Business response

  09/17/2024

  Thanks for contacting Parchment. Sorry to hear you were unable to locate our phone number. Please note, Parchment is a delivery service, the sending institution is responsible for fulfilling the request. Should you have questions regarding the content or coursework included in the transcript received please reach out to the sending institution directly. Parchment is unable to alter the content of the document you received. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a transcript transfer business. JUNE 26, 2024 Transfer request submitted and paid for.The order stated that I would be contacted if any additional information was needed. I submitted that the transcript was of classes taken at *************************** in **********, ********!The next morning an email was sent that went into spam, which I do reveiw ever. On July 22, 2024 I called ******************* boy(JCC) and asked about this case. I was told by JCC that when they checked on the case it stated that the case was still pending. So waited until August 29, 2024 and called back. Still no response. on September 10, 2024, I called JCC which is now named ******************************************* (kctcs) and I found out that the case had been canceled on June 27, 2024. I have tried calling the Parchment office to explain to them that IDID NOT REQUEST A TRANSCRIPT REQUEST FROM A NEW YORK COLLEGE ON MY APPLICATION AND SECOND, KCTS AND ************************** SHOULD HAVE BEEN NOTIFIED THAT THE **** WAS CANCELLED! PLUS, THERE SHOULD BE A PHONE TO CALL TO BE ABLE TO CONTACT THEM!

  Business response

  09/11/2024

  Hi ******, 

  Sorry to hear you experienced issues with retrieving your documents. The case you referenced is not a Parchment Support case, this is a support case between you and ****************************** Please reach out to ***************************** for further assistance regarding this case. 

  With the information provided in this complaint, I can confirm that an order was made from your Parchment Learner Account associated with *************************
  
  The order made from this account was for a transcript, ordered from ******************************** to **************************. This request was cancelled and refunded. 

  If you still require your documents, a new order is required from the correct sending institution. 

  -The Parchment Team 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to order a transcript on their website and while I was on the phone with the parchment *** as she was guiding me to order the transcript I advised her the website skewed and sent it to the wrong school, she said no problem and they would process a refund and to contact the school also tp let them know. I contacted the school and they created a case and said it would be cancelled. I noticed the charges stayed on the account and I called ********************** back where the *** confirmed the wrong school that it was sent to never opened it and I explained I requested a refund and now they refused.

  Business response

  09/09/2024

  Thanks for contacting Parchment. Sorry to hear you made a mistake when ordering your document. I see in our most recent reply a refund was issued. Please allow 3 - 5 business days for the refund to appear, depending on your financial institution. 

  -The Parchment Team 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to get my official transcripts for my Doctorate from Parchment. The school I attended (****** in **) has closed. Parchment provided a partial transcript and has not been able to help me understand why or get my full transcripts. They have been incredibly rude and hung up on me. They keep telling me to call FL DOE and I have many times. I cannot be the first ****** who is experiencing this and now I cannot start my new job this week because I cannot get these transcripts. I worked so hard to complete my Doctorate and I need someone to help me get these transcripts. Thank you!

  Business response

  09/09/2024

  Sorry to hear you are experiencing trouble with obtaining your documents. As mentioned in our recent support case, we have checked our records many times and the document that was sent is the only document that we have that matches the information provided on your orders. If you feel this is a mistake, a new order is required, please include all relevant student information such as name while attending. We do see that two orders were made in 2021 and 2023, due to data retention we no longer have the ability to view the document that was sent with these orders. The order you made in 2021 was processed by ******, they may have had your full record. Unfortunately, the only record that they provided us was the record that was sent.  We apologize, but we do not have any other record for you.  
  If you feel this is a mistake, please contact the Custodian of Records for ******, which is **************************************** their website can be found here: ****************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 10, 2024, I completed my education at ************ A&M. Subsequently, on August 18, 2024, I received notification from Prairie View A&M that my degree, a Master of Science, had been mailed to me. However, I have recently discovered that my degree has been returned to Parchment. Furthermore, upon submitting a case, I was informed that there is a unique hack reference number associated with my email, which will be provided as proof.I have reported that my email account has been compromised by individuals with the names ******************************* and *********************************** ******, both of whom were born on June 13, 1868, and December 30, 1969, respectively, and are recognized as serial hackers. Currently, there is a case under investigation by the Office of Inspector regarding the unauthorized access to my email account.During a recent interaction with Parchment, I was connected with a voice cloning representative. While in the office, I sent a team message to a colleague and overheard a notification sound on their phone. This incident has raised concerns about the security of my email account, as it is of significant importance. I intend to provide all relevant information related to this case. I requested my degree to be delivered but to no avail. They do not want to assist. If this message do not reach them, my scammers above is preventing the transaction from going through.

  Business response

  09/03/2024

  Thanks for contacting Parchment. We are sorry to hear your information was stolen. I see you spoke with an agent from our Support team earlier today where a resend of your diploma was submitted. Please allow up to 15 business days in addition to mailing time. 

  The Parchment Team. 

  Customer response

  09/03/2024

  I wanted them to over night my degree to me of which I do not understand if the first one was not received. 

  Business response

  09/04/2024

  Printing of your document can take up to 15 business days, in addition to mailing time. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I needed to obtain a replacement copy of my high school diploma, so I reached out to my high school and was told I needed to go through Parchment.com. So I went to their website and placed my order on August 13th which came to $28. And some change. After parchment processed my payment they alerted my high school ********************** so the school could mail my diploma out. The problem is I received a diploma from ********************** . I reached out to parchment and they say its the institutions problem and the institution says the same re parchment. At this point I just want my money back!

  Business response

  08/30/2024

  Thanks for contacting Parchment. Can you please provide the following information so that I can better assist you? 

  Name: 

  Order number or DID: 

  Email address used to place your order: 

  -The Parchment Team 

  Customer response

  08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had initially ordered a transcript through this organization as colleges don't "mail" transcripts to students or schools any more. I paid the initial $15 fee to have the transcript sent to me via e-mail. I then forwarded this onto my new school. My new college wouldn't accept this as an official transcript. I reached out to Parchment to let them know I was having issues and the came back right away, with sorry that is our policy so fast that I assume is was an automated AI response. I then ordered a new transcript to go directly to the University and they put a hold on my order as they thought it was a duplicate. Of course it was, I had to pay another fee and then they still didn't process my request as they wouldn't modify my first order as that was their policy. However not ONCE did they ever reach out to me that both of my orders were unsuccessful. As an institution that is supposed to assist students, they are failing miserably. I hope there is another organization that we can use in the future. There is zero help and you can't seem to find a phone number to talk with anyone directly.

  Business response

  08/20/2024

  Thanks for contacting Parchment. Can you please provide your document ID so that I can better assist you? I wasn't able to locate any Support tickets with the email associated with this complaint (**********************). 

  Parchment

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an official transcript from Parchment, when I received it I noticed an error. I contacted the school, the school corrected the error and I ordered another -updated- trascript. I even checked with Parchment that it would take care of the issue. They assured me that since they reach out to school for verification, the error will be corrected. So I placed another order. When I got the secnd transcript it was exactly the same as the first one, still with the error. I contacted the school and they told me they never got anything from Parchment and didn't have to verify anything. In this case I don't understand what I paid for for the second time and I am asking for a refund.

  Business response

  08/19/2024

  Thank you for contacting Parchment. We are sorry to hear your document was missing coursework. Please contact your school directly regarding the missing coursework. Parchment serves as a delivery service, your sending school is responsible for the content of your document at the time the order is fulfilled. 

  A refund has been issued for your duplicate request. Please allow 5 - 7 business days for the refund to appear on your original payment method.

  -The Parchment Team. 

  Customer response

  08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid for my transcript to get sent over electronically through parchment through to my online school. Upon that order within a week I tried to cancel so because the email was incorrect. The order never canceled and i waited two weeks back and forth and received no refund.

  Business response

  08/08/2024

  Thanks for contacting Parchment. Sorry to hear you made an error when placing your order. Per Parchment's Payment policy, if the destination requires an update to include the email address a new order is required. Please see our Payment Policy here: **********************************************************************************

  I see that you spoke to a representative and a refund was provided. Please allow 5-7 business days for the refund to be posted to your account, depending on your bank.

*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. ↩