ComplaintsforVerif-y Inc.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to get my school transcripts though verify-y. After transcripts not being sent to the school I applied to by the school that was holding them I was informed that ******* was now the repository for my transcripts. I first reached out on dec 5 and was told they hadn't received them yet. The school I applied to was still waiting on my transcripts to finish processing my application. I reached out again on dec 20 and was told that the transcripts they received were still being processed but they would make my ticket a priority. I still haven't received any word on my transcripts. I was not admitted to the school I had applied to due to the fact I still cannot get my transcripts. The website I know of transcripts.*******.com isn't working properly now and I'm. getting more concerned my transcripts may never show up.

  Business response

  02/07/2023

  Thank you for your letter regarding the complaint filed by Ms. Erin McCurdy against Verif-y Inc. (Complaint ID 18692798).

   

  Verif-y Inc. has contracted with the Pennsylvania Department of Education, State Board of Private Licensed Schools (“State Board”) to be the repository of transcripts for closed schools. Under our contract with the State Board, we are responsible for those transcripts we have received.  If a person who earned a transcript from a closed school asks us for a transcript that we do not have, pursuant to our contract with the State Board, we provide such person with the direct number of the contact at the State Board who can assist them. If we do not have the transcript, it becomes the State Board’s responsibility to address the transcript earners requests and provide the relevant solution.  

   

  In reference to the above case number, we have conducted an extensive search, and we have no record of ever receiving a transcript for Ms. McCurdy.  As such, we provided Ms. McCurdy with the direct contact number of the State Board’s representative.  We also spoke with Ms. McCurdy several times over the phone to explain that we do not have her transcript and that there is unfortunately nothing further we can do. We advised her that she should follow up with the State Board. Ms. McCurdy did speak with the representative from the State Board who informed her that he would be able to issue a letter from the State Board indicating that she earned a degree upon her providing proof of attendance. Unfortunately, it is our understanding that this is not the result she is looking for. As a result, even though we have clearly explained the processes defined by our agreement with the State Board and the limitations that Verif-y is subject to, she continues to place blame on Verif-y. 

   

  Below is a sequence of events as recorded by Verif-y:

   

  • We were informed by the State Board that Ms. Erin McCurdy requested her transcripts from her former school, Western School of Health and Business, which closed in November 2022.  We were informed that the said school took payment for this transcript request but did not send Ms. McCurdy the transcript. 
  • Pittsburgh Career Institute was holding records for Western School of Health and Business School after Western school closed.  Pittsburgh Career Institute also closed on December 31, 2022.
  • Ms. Erin McCurdy requested her transcripts from Western School of Health and Business School through Verif-y’s digital repository on December 5, 2022.
  • The State Board sent Verif-y transcripts from Western School of Health and Business School on December 29, 2022.  After an exhaustive search of the transcripts from Western School of Health and Business School that we were provided with, Ms. McCurdy’s transcript was not found.
  • We informed Ms. Erin McCurdy multiple times that unfortunately we do not have the transcript (multiple conversations) and provided her the contact number of the State Board’s representative.
  • We informed the State Board that we do not have the transcript. 
  • The State Board informed us that they spoke to Ms. McCurdy and provided Ms. McCurdy with additional means in order to confirm her attendance from Western School of Health and Business School.

  To clarify, Verif-y only takes payment for a transcript when we are in possession of the requested closed school transcript.  In Ms. Erin McCurdy’s case we never had possession of the transcript and therefore could not provide it to her.  It is our clear policy that we do not take payment from anyone if the records are not available in our system, thus no charge was ever requested by Verif-y from Ms. McCurdy.

   

  While we sympathize with the situation Ms. McCurdy finds herself in, her transcript is not something Verif-y can assist with, as we never had possession of the record. Verif-y is not able to provide any further assistance. Her recourse is with the State Board, and she has been provided with the direct contact information of the person responsible for handling these types of cases. As indicated above, Ms. McCurdy has spoken to that contact several times and has been offered a solution by the State Board. 

   

  We strive to provide our users with excellent customer service and therefore have spoken to Ms. McCurdy several times to explain the situation.  We have spoken to the State Board specifically in regard to Ms. McCurdy and are very happy to assist them should they request further assistance.  They have not requested it at this time.  This matter has been closed by Verif-y. 

   

  Please let us know if there are additional questions regarding this query and if you require any additional information on the matter.

   

  We have also copied the representative from the State Board on this email so that you may reach out to them should you need to.

   

  Kind Regards,

   

  Verif-y Inc.

   

  CC: The State Board of Private Licensed Schools

   

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