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

  3700 Crestwood Parkway Suite 700 Duluth, GA 30096-7155

• 

  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

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:08/05/2024

  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.

  We have been told by The College Board that they lost our daughter's AP Biology exam. Her name is ************ (DOB 05/25/2007). She took the test at ********************* in ************, ******** in 2024. The College Board did NOT inform the parents. Instead they are pressuring the student (a minor) to accept unreasonable outcomes with a very short turn around time. The letter they sent (at 5pm on a Friday) gives her just a few working days to respond. That is unacceptable behavior.****'s track record with APs where she felt good about the test, as in this case of her Biology exam, was that she attains a score of 5. In the same year she attained a 5 on both US History and Env Science, and she was not as confident with either of those tests as she was with Biology. She was confident of getting a 5 after completing the test. The College Board is offering her:- A score of 4 - To retake the test a year later (and therefore having to study all over again)- To cancel the test and not receive a score at all.These options are unacceptable. She studied hard for this test and was confident of doing very well on it. We need The College Board to either find her currently misplaced test papers and give her the score she earned, or give her the score that she very likely earned, which is a 5. We will not accept the 4 given the confidence she had coming out of the test and without the her complete test being graded and it shows that she attained a score of only 4. We also want The College Board to write to **** (our daughter) to apologize for their mistakes. Right now she is in floods of tears. Someone at that organization needs to rake responsibility rather than trying to strong arm a distressed student into accepting a lower score when it is they that made the mistake.

  Business Response

  Date: 08/08/2024

  On 8/5 a representative from ETS made outreach to this customer by phone and addressed all questions the parent had. The parent has the direct contact information of this representative and can follow up with them if they need any further assistance in this manner.

  Customer Answer

  Date: 08/09/2024

  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:

  The College Board has not addressed the issues raised in the complaint. Instead, they reported that we (the parents) have talked to someone at The College Board and implied that this resolved the matter. It did not. 
  
  We have talked to several representatives of the company by phone and none have resolved this issue. The College Board are still pressuring our daughter (a minor) to accept unfavorable outcomes because of their failure as a company. They have also lied to us over the phone--stating that *** lost our daughter's exam and that it was never received by The College Board. Our *********** has the *** tracking number for the box and this shows that the box of test was received by The College Board.Also, our daughter's test was in an envelope alongside many other envelopes of other completed tests in the same box. All those other envelopes of tests (from the same box) were graded by The College Board but NOT the tests from one particular envelope in that same box. Therefore, The College Board's attempt to shift blame to *** is not plausible. The box of tests was received but the specific envelope of tests in that box was lost while it was in possession of The College Board. Therefore, it is still possible for The College Board to find the test and grade it appropriately. Or they could assign our daughter the score that she feels she earneda 5.
  
  It is extremely frustrating to discover that The College Board is not honest with parents or students. As parents, we are trusting them with sensitive academic materials that are crucial to the future success of our students. 
  
  I would like The College Board to revisit the original complaint and suggested resolutions and address those. They have failed to do so thus far. 

   

   

   

   

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

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

  Business Response

  Date: 08/20/2024

  Per the email with Dispute Resolution Analyst, *********************, adding this here.
  
  As can be read in the response by the consumer, they have been provided with, and understand, our position, policy and the options available for their student. They are dissatisfied with their experience, but the resolution will remain the same. If they need further assistance in this matter, they can follow up with the customer service contacts they have been working with.

  Customer Answer

  Date: 08/20/2024

  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:

  The College Board continues to not address the issues. This week they issued an ultimatum to our daughter, a minor, to accept a lower grade or have her AP score canceled. This is not the work of an organization that cares about the welfare or educational achievements of students. The fact remains that they lost part of her AP Biology exam, have lied about losing the exam, and refuse to take responsibility. The College Board continual refusal to take responsibility puts us at a stalemate. I hope the Better Business Bureau records this case as a **** against this company. 

   

   

   

   

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

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

• Initial Complaint

  Date:07/22/2024

  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.

  Any time I call CB customer service, I am the one who figures out the issue for their website. Last call, the rep. even said I was "smart" for figuring it out, even though it is her job (and the 3 other reps. **** prior) to do that.The previous issue was that CB's website would loop people trying to complete their account update process, and 4 reps. that I called were not competent enough to figure out the issue.Now, CB will not even let me log in at all after completing the update process, which requires you to input the correct credentials on file. So, I do not want to hear how I have to make a new password, have a ticket submitted to try something I already did, or try the same thing 10 times, because customer service personal are not trained well enough by the company to actually solve problems. I want CB to actually fix their website, because that is the problem.Lastly, it is a big problem, because I have to use a school-based E-mail to officially administer digital PSATs. I cannot do that if CB's website is broken.

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  ******************* E-mailed me and resolved the issue. Thank you.
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2024

  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 requested archived SAT scores, i was told to open a new account so that the two can be merged. On a recorded line, I asked if the last name was going to be an issue since I am now married since taking the SAT scores more than 10+ years. I was told its fine because obviously people get married. I was told to submit two forms of ID, to which I submitted my license and social security with my married last name of ******** (maiden: *******). After 3 weeks, I get a email that I will attach in the photos, that they need me to re-submit identification with the last name ******* although my social security on file matches and my first and middle name match. They are refusing to provide me with my scores being told to change my name, long hold time, waiting more then 15 minutes for a manager. And I began getting very frustrated because they have no response as to why I cant have my scores although my social matches, ******** is my legal last name and I paid a ton of money for college to which wont allow me to register for classes without my SAT scores, I understand that this is by far the foolish thing that someone should be submitted a complaint about but I find it insane that my Highschool provides me transcripts even though my last name changed but for my SAT score I cant. Its laughable theyre protecting those scores as if I was asking for some thing life changing. Original request/ person who said my legal last name is fine: ***************** Agent Id: ******* Person who I spoke to today in regards to merging accounts: Dang agent ID: ******* Supervisor who couldnt explain why: Christian agent ID: ******* Email asking for ******* documents from: ******* agent ID: *******

  Business Response

  Date: 07/24/2024

  A ************* Specialist received and reviewed the inquiry and completed a thorough investigation. To verify identity and account information, security steps are in place. Depending on different variables , this process can be more complex. Account verification is completed to ensure the security of student information.
  
  The customers ******************************************* information has been associated. The ************* Specialist reached out to the customer to advise. Additionally, a link to Sending Archive SAT Scoreswas provided. Our website advises old scores may have been stored in data sources that are now decommissioned and longer accessible. College Board is not obligated to maintain older scores. The customer was advised, that locating older SAT scores is not guaranteed.
  
  The ************* Specialist provided alternative options for locating/searching for older scores (especially if there were time constraints).
  
  Should further assistance be needed they have the direct contact information for the ************* Specialist.

• Initial Complaint

  Date:07/15/2024

  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.

  My son does not have his scores as of July 15, 2024. I have been calling since July 8th and no one is helping. I asked to make sure the Paper exams were received, but the out of the country call center has no idea and reads from a script. I have multiple case numbers and nothing is done.My son is the only student in his school who took these tests and did not receive a scores. His classmates have all received their scores back.These tests are worth almost 25k in fees to a university. If he successfully passed we will not have to pay. Without the scores he is required to retake these classes and that will be on the college board as I will be filing for the fees. We pay for these tests so we can ave money paying for classes and credits in college ( You know this)I have asked multiple times to be transferred. I have received the run around from multiple customer service reps and they know nothing. They now tell me that they have no other information and cannot do anything to assist.My son is due to register for classes this Monday and we need these scores and need assistance. This is unacceptable.

  Business Response

  Date: 07/18/2024

  On 7/16/24 ************* responded to this complaint regarding only one of the ** exam scores being released. Agent confirmed the scores were not showing for Microeconomics, Calculus AB, and Macroeconomics.
  
  Agent conducted a review of the account and found two of the ** exams had a hold preventing them from being released. The holds on Microeconomics and Calculus AB exams were able to be released.
  
  The Macroeconomics exam score is still being reviewed but the agent did request for the review to be held at priority. The ************* agent provided an update to the customer of this and they and that they would outreach them again once the review was completed.
  
  Agent also provided their direct contact information to the customer in case they needed further assistance. The customer was found to have responded to the first update by thanking the agent for their help.

• Initial Complaint

  Date:07/15/2024

  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.

  4/11/24, mailed form requesting SAT scores, (top of this form notes that the form is valid through 6/30/24,) with the form, payment and note on sperate sheet of paper explaining that I graduted in 1989 but that my SAT test was taken earlier and provided the years. 5/2/2024 I received an email stating, "Please be advise we have processed your request on 5/2/2024 for your score report to be sent to your home address." 5/23/24 received a letter dated 5/17 that they were unable to locate archived SAT. Clearly, didn't bother to read my attachment, as they checked the wrong years. 6/2/2024 sent an email to the College Board asking, why they sent me an email indicating they had my report and would be mailing to my home address, if they didnt have it? No, response, sent another email on 6/10... Asking for help. I even noted I would pay another fee. 6/14 received an auto response that my escalation will be forwarded to the correct department and currently working on it. 6/15/24 sent another email asking on status. 6/17/24 received an email stating I needed to submit another form, which I did that same day. 6/19/2024 I sent an urgent email, indicating that I need help, right away as according to the form, no SAT score requests after 6/30/24 would not be processed. At this point they had been notified multiple times of the correct years to search. On 6/20 received an email "at this time your SAT scores have not been found." OMG! I emailed again 6/21 look in this year! 6/24 sent another email, do I need to submit a third form? 6/28 received an email from ****** telling me that the scores are no longer available after May 31st. WHAT! Now they changed the date! On 6/28 called, spent over an hour speaking with CS and then a supervisor, even received another case number. Then to add insult to injury received an email from *******, saying, "you needed to send in another form." These people double talk, give differents answers, change dates and take zero onus.

  Business Response

  Date: 07/24/2024

  This customer had previously submitted a request for SAT archive scores before the service was decommissioned. After conducting a search, scores were not found.On 5/17, prior to archive score requests became decommissioned, the customer was advised to submit another form with the Most Recent Test Date field filled in, that was previously blank. Unfortunately, an updated form was not received before this service was decommissioned.
  
  A College Board ************* Specialist was in contact with the customer on 7/***** customer was advised at this time that scores older then 2005 are no longer accessible. Other old scores may have been stored in data sources that are now decommissioned and no longer accessible. College Board is not obligated to maintain older scores.
  
  The customer had the contact of the ************* Specialist if they need additional assistance. 

• Initial Complaint

  Date:07/11/2024

  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 2020 I sent in a request for my AP scores to be sent to a college. My credit card was charged, so I assumed their end of the bargain had been upheld. Fast forward to the beginning of this year, I began looking at applying for graduation. While talking to my counselor, I learned the College Board had never sent my scores. I double checked my credit card records, and they had indeed been charged. When I called College Board to ask about it, they said they couldn't help me because too much time had passed and I had to go through the process a second time. Despite being extremely upset to pay the fee a second time when the service had not be originally rendered, I complied and paid again. After a month, I received notification that one test score had been sent, despite having requested two test scores. I called to find out why, and learned that they have lost my test score. I can't put into words the absurdity of this outcome. How can the company in charge of this important information lose records? I am beyond devastated and disappointed.

  Business Response

  Date: 07/24/2024

  The customers inquiry was escalated to a ************* specialist and outreach was made to the customer via email on July 16, 2024. The customer has provided additional details in the past few days, this information is being utilized to aid in the ongoing investigation. The ************* specialist is actively assisting.

• Initial Complaint

  Date:07/02/2024

  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.

  College Board has a free score send that is included with the charges for their AP exams. My daughter went online on 4/24/24 to schedule her score send. She went through all the steps and correctly finished the request (we have verified the steps). There is an email from College Board with a sign in notification on that date. However, College Board now says that they have no record of her requested score send AND they have no record of her login from that day despite the email from their company notifying her of her sign-in. ****** search shows that there are multiple people who have requested score sends and been charged for them who College Board then tells that there is no record of their request. Clearly, this is a recurring computer glitch from their company which they are unwilling to acknowledge or fix. I am simply requesting the free score send that I already paid for as part of her AP exam fees (and scheduled correctly before the deadline). It would also be great if they would fix their computer glitch so this doesn't happen to other students in the future.

  Business Response

  Date: 07/02/2024

  On 7/2/24 a ************* Specialist responded to this complaint about the free AP score send available to students that take an AP exam. The student/parent provided screenshots of emails they received from College Board saying they showed she accessed the account to place a score send order.
  
  Investigation found that the email only advised of the student logging into their College Board account from a new device. Further review of the account found no evidence of an attempt to place an AP score send order before the June 20th deadline date.
  
  Informed the student and parent of the investigation results and that a free score sent will not be processed. The ************* Specialist advised if evidence can be provided showing they did place an order, then we would reopen the case and investigate further.
  
  The customer has the direct contact information and office hours of the ************* Specialist if they need further assistance.

  Customer Answer

  Date: 07/02/2024

  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:

  The College Board is asking for evidence that cannot exist. My daughter signed in and scheduled her score send on 4/24/24. College Board sent her notification of her sign-in but they do not send confirmation of the scheduling of score sends. They then erased her sign in from their system (which they admit to) and the scheduled score send (which they do not admit to). They then ask for proof that my daughter scheduled a score send but since they do not send confirmation that this is done, the only way for her to have confirmation of that is for her to have screenshot it at that time. So they are saying that, despite evidence that her sign-on from 4/24/24 has been erased, the only way they will believe her score send is also erased is if she had to foresight to know that they will delete her scheduled score send and call her a liar and therefore created a screenshot at that time? I have sent confirmation that she signed in. I have sent confirmation that they erased her sign-on. So they then ask for a confirmation of her score send request WHICH THEY DO NOT PROVIDE so they can charge me more for a service that was included in my original payment.

   

   

   

   

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

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

• Initial Complaint

  Date:06/25/2024

  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.

  I have sent in multiple requests for my AP test scores to be sent to my current college. I have yet to receive them. I will either be forced to drop out of the nursing program I am enrolled in or have to retake the class, paying the full cost out of pocket. I need my test scores sent immediately.

  Business Response

  Date: 07/03/2024

  An agent from ETS communicated with this customer on 7/1 regarding their order and has set expectations, as well as provided callback directions if required.

  Customer Answer

  Date: 07/11/2024

  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:

  I have not been contacted by the company and my complaint has not been resolved.  

   

   

   

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

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

  Business Response

  Date: 07/12/2024

  On 7/1/24 the customer spoke with an agent at ETS regarding their Archived AP Score Report request. The customer expressed concerns that their credit card had not yet been billed for the request they had faxed in. After the call ended, the agent investigated the issue. The agent called the customer back and left a voicemail asking to confirm details that would be on the order form. The customer called the ETS agent back shortly after to provide that information. The customer was advised that if the credit card was not charged by 7/8/24 (due to the impacting holiday) to contact that same agent back directly for next steps.
  
  The customer has the ETS Agent's direct contact for next steps.

  Additionally, on 6/28/24 a Customer Care Specialist from College Board reached out to the customer via email asking for details to assist with the order. The customer has not responded to the Specialist. The customer can respond to the Specialist if they need additional assistance as well.

• Initial Complaint

  Date:04/30/2024

  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.

  I was contacted by the college board who said they already talked to my son about college prep materials for his June 1st test date. They needed a card to hold in case he did not return the materials. I got off the phone and contacted my son who never contacted them. Then did some research to find out that it was a scam. Tried calling all numbers and nothing. *****************-************

  Business Response

  Date: 05/01/2024

  On 5/1 the ************* Specialist received the complaint and investigated the account. They confirmed no outreach was made from the College Board to the customer and there are no transactions on the student account. The ************* Specialist reached out to the parent & student to advise not to provide unknown callers with personal information even if they claim to be from College Board. The ************* Specialist's contact information was provide if the customer has any further questions regarding the matter.

  Note: Should you receive an unsolicited phone call from someone claiming to work for the College Board, even one that your caller ID identifies as originating from a College Board location (some of these callers engage in illegal ""spoofing"" to make it seem as if the call is coming from the company they are posing as), do not provide the caller with any personal information.

• Initial Complaint

  Date:04/01/2024

  Type:Order 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 refuses to allow me to qualify for their fee waivers. I have all of the documentation they require but they ignore every attempt to qualify.

  Business Response

  Date: 04/03/2024

  Customer contacted us on 03/08/2024 regarding their request for a SAT Fee Waiver. The customer was initially denied fee waiver benefits and advised to contact their school counselor as The College Board provides fee waivers to the school directly as well. The customer informed us that their school no longer has fee waivers at this time. A College Board representative reached out on 4/01/2024 and provided the fee waiver requirements to the customer and requested they confirm if they meet the fee waiver criteria. The customer confirmed they do and was granted a fee waiver on 4/2/2024.

  Customer Answer

  Date: 04/03/2024

  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,
  
  *************************