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.

close

Find a Location

The College Board has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The College Board

  250 Vesey St New York, NY 10281-1052

• 

  College Board

  3700 Crestwood Parkway Suite 700 Duluth, GA 30096-7155

• 

  College Board SAT

  11911 Freedom Drive Suite 200 Reston, VA 20190

• 

  College Board

  3700 Crestwood Parkway Suite 700 Duluth, GA 30096-7155

• 

  The College Board

  PO Box 025505 Miami, FL 33102

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

• Initial Complaint

  Date:05/22/2023

  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 am considered DOA since March 2021 by the college board and not allowed to register for a SAT test for my one and only daughter, ***********************************. Before then I registered for SATs for my daughter.

  Business Response

  Date: 05/30/2023

  The student had multiple different online College Board accounts and needed them merged. These accounts have been fully consolidated,and the customer was notified of this change on May 25, 2023. They were also provided contact information for a ************* Specialist in the case they have further questions.

• Initial Complaint

  Date:05/15/2023

  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.

  After spending over a year studying the material for the clep exam and having to restore MULTIPLE laptops to be able to take this exam which never ended up working. This made me have to go to HCC and pay a $50 fee on top of the already $130 spent on exams and exam study materials. When I finally get to take my exam, not a single question on the exam was even somewhat similar. Collegeboard did not provide me with adequate study material and I feel uses the practice test as a way to get people to be confident in their ability to take the exam, causing them to fail and pay college-board another $130 to retake the exam. I spoke to them on the phone and they told me it was entirely my fault for studying the PRACTICE EXAM for my exam. Don't even get me started on the TERRIBLE procterio issues. I am absolutely beside myself and if this isn't resolved, I will tell all my college friends to not use the college-board clep program.

  Business Response

  Date: 05/18/2023

  The customers complaint case was reviewed by College Boards CLEP Program. A ************* Representative emailed the customer approved messaging which included information surrounding CLEP preparation material, links to our website, and CLEP voucher opportunities. Case Closed. 

• Initial Complaint

  Date:05/09/2023

  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.

  In the middle of April, I was informed by our high school that my autistic 11th grade daughter did not have her ** account set up correctly to allow her to take her ** exams with the 50% extra time allotment she was granted by the College Board. My daughter had registered for the ** courses/tests using her preferred name, and the accommodations were granted under her birth name. The school ** counselor/Vice Principal called College Board three times to resolve the problem, and my daughter and I called five times and sent ID documents (birth certificate, school ID, *** documents) repeatedly and the name change/merge has never been successful. My daughter was forced to miss her first ** test and will likely miss her second one because she cannot take the digitally-administered tests without the extra time accommodations.We have called the main helpdesk, the College Board help number, the Students with Special Disabilities number, and e-mailed all three departments. This has been going on for almost a month with no resolution and I was not even informed of the original problem to try to resolve it because I cannot see the accommodations in my daughter's accounts, and neither can she. Only the school can. This is a minor autistic kid trying to take tests, and the College Board is being so obstructively difficult that we cannot take those tests with our previously-approved accommodations. We sent a letter to the College Board requesting this in 2021, with the preferred name on the request. There should be no problems with this two years later.My next letter will be to the **** ********** of ********************************** which is something I see others have had to do to get their needs met with unfulfilled special needs testing accommodation requests. This is a simple name change. I'm hoping it gets attention here so I don't have to file a federal complaint.

  Business Response

  Date: 05/10/2023

  Student submitted case requesting to update the first name from (****) to (******) and to have two separate accounts merged. The student was advised to submit supporting documents showing the name as it should be for their request to be reviewed. Docs had been received.
  
  On 5/10 a customer care specialist reviewed the students request and carried out the account update. Student was informed of this via their preferred email contact.
  
  The student was provided the customer care specialist's contact information should they have any questions or concerns regarding the account.

  Customer Answer

  Date: 05/10/2023

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

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter registered for the May 6th SAT on April 16th. She then sumbitted the inquiry form requesting to change her test day status from Saturday to Sunday due to religious exemption. They confirmed that she submitted the form but never got back to her about changing the status. She called them and they provided her with a case number to try and change the test day status. The case number was not followed through with and she called again, this time they told her there was nothing they could do. The school she needs to switch to is her home school and they have 20 extra tests then needed. Everything was submitted on time but the college board failed to reply with the desired information. The test date is coming up in a couple of days and we are at a loss. All this is due to a clerical error on the college board's side and they refuse to change it.

  Business Response

  Date: 05/05/2023

  On 5/3 the required documents were received from the customer and a case was escalated for review. On 5/4 a ************* Specialist reached out to the customer to inform them that the update to the student's account and registration was approved. They confirmed the ** the student wanted to test with the customer and made the appropriate updates. The customer has the Specialist's contact information if further assistance is required.

• Initial Complaint

  Date:05/04/2023

  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.

  I requested an archived AP score report to be sent to ******* Area Technical College near the end of March. On April 12th, the transaction was charged on my credit card. I was told beforehand that the transaction was a receipt of the order. The archived score report indicates that it takes **** days for the scores to be RECEIVED by the college. It's May 3rd. No scores received by my college. I called last Friday, April 28th, for some sort of update. The person I called at their AP customer support number did not have the information. He transferred me to some other person I don't even remember. THAT person said that he needed to talk to ANOTHER person that apparently processes and ships the orders to see if and when it was shipped out. NEVER got an email back despite leaving my contact information with him. Very disappointed. I do not want a refund; I want my scores to be sent OR AT LEAST HAVE SOME SORT OF COMMUNICATION ON WHERE MY SCORES ARE AT PLEASE!

  Business Response

  Date: 05/06/2023

  On May 4, 2023 a customer care specialist contacted customer via email. The customer care specialist confirmed that AP scores were electronically transmitted to the designated institution on April 14, 2023. Customer was advised to provide this information to the school so they could verify the scores. Customer was advised that if the schools still cannot pair the scores with his application, customer may contact customer care specialist directly for further assistance. 

  Customer Answer

  Date: 05/12/2023

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

• Initial Complaint

  Date:05/03/2023

  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.

  FULL REFUND:My son wanted to take SAT test on March 3 and March 11, and registered for it. However, College Board cancelled March 11 SAT a few days ago. So, We made another registration for May 6 to replace March 11 in case we need it. March 3 exam score came out well, and my son does not need May 6 exam. When I wanted to cancel it, it asks $35 cancellation fee. I do not find this penalty just, so I emailed College Board explaining the situation and asking for full refund. They rejected twice, so I am opening this case here. The reference number for our correspondence with College Board is ref:_**********************:ref In short, I am not very interested in this small amount, but principles. College Board should not be able to cancel my son's SAT exam 3 days before the exam which who prepared a lot. Then, when I held them accountable for their actions, they should respond well, and accommodate a reasonable solution. My son could have got a better score in March 11 exam with this preparation, but we will never know.I am asking them to revise their cancellation policy so that no student should be effected with such cancellation. For them, it is just $60, but for the students, it is 5-6 months of preparation time.

  Business Response

  Date: 05/04/2023

  The students March 11, 2023 SAT exam was cancelled and a full refund was provided, as the test center was unable to administer the March 11, 2023 SAT exam. The students May 6, 2023 SAT registration was completed on March 8, 2023. After the students March 1, 2023 SAT School Day scores were reviewed the customer stated they no longer wanted to take the May 6, 2023 SAT exam and followed up with the College Board to request to cancel the May 6,2023 SAT registration (prior to the regular cancellation deadline) and wanted a full refund.
  
  In order to complete and process payment for a SAT registration, a customer must agree to ******************************************* Terms & Conditions. On May 4, 2023 a ************* Specialist called and left a voicemail for the customer and also followed up via email. This information is also available on our website under Canceling a Registration.
  
  The customer is currently still eligible to receive the cancellation and refund of the May 2023 SAT registration fees minus the cancellation fee. The customer had contacted ** prior to the regular cancellation deadline for the May 2023 SAT test date. As such, a one-time courtesy exception was provided and if confirmed, we could proceed with the cancellation of the May 6, 2023 SAT registration and a full refund minus the $25 regular cancellation refund fee could be processed, instead of the late cancellation fee. The following link was provided so the customer could review information on Canceling a Registration:
  
  *************************************************************************************************
  
  The ************* Specialist requested the customer follow back up to confirm if they would like to proceed with the above option. All contact information was provided to the customer.
  
  On the afternoon of May 4, 2023 the customer called the ************* Specialist back directly. The information already provided was discussed. The customer stated they are aware of our posted policy and aware that they agreed to the Terms & Conditions but is still upset and does not agree with this policy. The ************* Specialist reviewed the option of the exception in cancelling the registration and processing a refund with the applicable cancellation fee but the customer did not consent. The customer has been made aware of the deadline to process the cancellation of their May 6, 2023 SAT registration.
  
  The ************* Specialist reiterated that all the available information had been provided and that they were the customers direct point of contact for this inquiry. Should further assistance be needed, the parent has the direct contact information for the ************* Specialist.

  Customer Answer

  Date: 05/12/2023

  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]

   Thank you very much for the response. As I expressed my point of view in the emails and over the phone, I am not making a legal argument here. I am just pointing a problem in your test cancellation and refund system. 

  I asked for a full refund because the cancellation request did not originate because of a mistake we made, but because the cause of this cancellation request for May 6 test is the College Board's cancellation of a previous test on March 11. After we got the results for our March 3 test, I went to website to cancel it, but it asks for a cancellation fee, which I did not find it fair. Legally, you might be right, because I did not read how many pages long document when I register my son. However, this is an exceptional situation, and I bring this case to your attention so that you can resolve the issue. Instead, you keep repeating the legal documents I have to sign during the registration. As a customer, I am highly disappointed in this whole process. I was expecting an apology for College Board's test cancellation at March 11 which he worked very hard for a couple of months. 

  Over the phone, the representative told me I am wasting my time with this. Furthermore, she told me if I don't give up and follow up, it will come to her attention and the result won't change. Yes, it might be right that I am wasting my time. However, I still want to believe that there are some reasonable people in College Board who takes customer complaints seriously, try to pay more attention the effects of test cancellations on the students.

  I expect two things out of this request:

  1. Please try to find a better solution for the circumstances College Board has to cancel a test. Students are working very hard for these tests for months, and you need to have some backup solutions when the test is cancelled. You have the data of previous years, and for each location, you might want to reserve some extra seats in case some testing center has a problem. Giving just a refund for the exam will not bring back the months of study the students put in there.

  2. Full refund of my May 6 test registration. As I emailed you in March, my son had no longer needed this test. He did not take it in May 6, and I am asking full refund for it. It is not an important amount, but it will show that you care about your customer satisfaction.

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

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

  Business Response

  Date: 05/18/2023

  The customer has been provided our policy and the Terms and Conditions they agreed to when registering. They continue to reject.
  
  Please close this complaint as customer not satisfied.

  Customer Answer

  Date: 05/18/2023

  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 am not satisfied with the response as a customer. I am not even sure if they read my message. I am expecting a refund, and a promise to improve their test cancellation policy at the last minute. They should be able to provide alternative test locations as the students spend months to study these exams.

   

   

   

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

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

• Initial Complaint

  Date:04/26/2023

  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.

  The college board doesn't require proof of ID from minors to set up any accounts but they are requesting that legal documentation of birth certificate of SSN card etc, is submitted to make any changes to a student's account. My son accidentally listed his legal name in the wrong field when setting up his College Board account at school and we've been trying for the last 6 months to get this changed but are still met with this requirement. I do not feel it is safe for this requirement to be in place since scanning and uploading these official documents can easily get into the wrong hands and be used for identity theft.

  Business Response

  Date: 04/27/2023

  On April 27, 2023, the ************* Specialist began to investigate the students request to update his name on his College Board account. The document request link (which provides a secure way for students to send us their documents) had been provided to the customer. A student identification card and letter from the students school was located and utilized in an investigation. The students name was successfully updated.
  
  The ************* Specialist emailed the parent on April 27,2023 to advise. Should further assistance be needed the parent has the direct contact information for the ************* Specialist.

  Customer Answer

  Date: 05/01/2023

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

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a voucher for the Calculus CLEP exam via a scholarship. I used it before Christmas to register for a remote proctoring exam on December 22, 2022. Then as a Christmas gift, I received a new computer and sold my old one. That new computer is running a new windows operating system that is not compatible with the proctoring software (evidently that only works with windows 7, 8, and 10 for some reason).I called CLEP/College Board asking to change my testing location to my school (****** Community College). They said they couldn't do that and the only way for me to take the test was to buy a new ticket for in-person testing. I did that on Monday, February 6, 2023. I already took the Calculus exam at ACC's testing center and scored a 70 on it using the new ticket that I purchased.On February 9th, 2023, I kindly asked the folks at College Board / CLEP to do the right thing and please refund or credit or re-issue a new voucher ... whatever you need to do in order to void the original Calculus CLEP exam ticket purchased using the voucher from ************* (voucher code: ***************).There has been no response and no refund.

  Business Response

  Date: 04/27/2023

  The customer purchased their CLEP voucher through a 3rd party organization. In order to request a refund, the customer needs to direct their request to that 3rd party organization.

  The CLEP **************** team has made outreach to the customer multiple times via phone and email since 4/20 and has not heard back. The customer has their contact information if they need further assistance from CLEP **************** in understanding how to request a refund.
  

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the email response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming it has actually been processed and ************* has been refunded (I am unable to confirm based on College Board's response and what I can see on my dashboard, but see no reason to not take them at their word).

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

  
  

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was scheduled to take SATs on March 11,2023 but had signs and all symptoms of COVID. I called in and the representative stated that I would be refunded. I called in today April 10,2023 and another representative informed me previous situation was not resolved and she cant do it. I asked to be speak to a supervisor. She informed me that no higher *** were available but a ticket was put in. This is not acceptable to me. I asked from March 11 if a refund cannot be made can it be put to testing on May 6. I was told no, I have to be refunded but if the rep knew she couldnt refund me; I should have been contacted. There needs to a resolution quick.

  Business Response

  Date: 04/12/2023

  On 4/12/23, a representative from College Board ************* reviewed the circumstance and confirmed that the customer had contacted us prior to the test date. A refund was provided and the customer made aware via email. They were given the contact information for ************* should they have additional concerns.

• Initial Complaint

  Date:03/31/2023

  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 administers tests such as SAT's and send scores. I needed my old SAT scores sent to the ** **** of ********** As of 1/16/23, College Board website stated a request can be made either 1) by phone or 2) by completing their form titled "SAT Archived Score Report Order Form" and mailing it in with your credit card info. I downloaded the form on 1/16/23 to ensure I had all the required info. On 2/13/23 I called College Board and placed my order via phone. I provided all the requested information: my personal info for the present, my personal info for the time the SAT test was taken, the required 4-digit code for the recipient, and my credit card info. I paid $74.00 to have my **** SAT scores rushed to recipient code ****. In a few weeks I received a paper copy of my old scores in the mail. I contacted the ** ****. of *** and asked if they received my score. I was told no. I contacted College Board and was told my scores were too old to send electronically so they were mailed instead. I called ** DOE and said my score was mailed. ** DOE said they did not do intake of mail and that any PAPER documents must be mailed to the county office. I contacted College Board to ask where my score was mailed, they would not provide me the address. I asked how they determined where to send them but they would not tell me. I stated that the operator never requested a mailing address and I asked why not if they knew old scores need to be mailed, In Feb. I was told it wasn't their responsibility, In March they said they always ask for a mailing address. I am attaching a copy of the form I downloaded on 1/26 You can see the form does not ask for a recipient mailing address. I made several requests asking them to simply mail the paper copy to the proper address but they refused. I also requested a refund and was denied. The "recipient" did not receive the document so my order was not fulfilled. They took my money, did not provide the service and denied a refund.

  Business Response

  Date: 04/12/2023

  On 4/12/23, a ************* Specialist from ******************************************* reached out to **************** via email and phone in order to provide assistance with reporting her scores to the designated institution. She has the contact information for ************* to assist.