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Problem with College Board and SAT Score Report


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There was an error in my daughter's SAT score report.  When I signed her up, I obviously didn't click after I chose her grade and when I scrolled to the next question, I accidentally scrolled within the grade level and moved her from 12th Grade to 2nd Year of College.  To show how prominently the error is displayed in the report:
 
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We saw the error when scores were released last Thursday, and I immediately called the College Board. The "customer service" agent said he would put in an order to have it changed and would expedite it at the highest priority, which he said would take one to two days. Long story short, a week later and it is still not changed!  I called on Tuesday, speaking to two agents and then their supervisor.  I was told they have no ability to do anything about this once they put the order.  It goes to the "Escalations Team" and they have no way of contacting them.  It is a perfect set-up so that customers have no recourse.

 

I got a little "firm" with the supervisor, Nathan, and asked to speak to his supervisor.  I was told he could put in an order for that, and someone would get back to me within 48 hours!  I didn't do it, because I could see how that was going to go: when nobody calls me, I have no recourse again.

 

HAS ANYONE HAD THIS KIND OF TROUBLE WITH THE COLLEGE BOARD BEFORE? What can I do?!

 

 

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There was an error in my daughter's SAT score report. When I signed her up, I obviously didn't click after I chose her grade and when I scrolled to the next question, I accidentally scrolled within the grade level and moved her from 12th Grade to 2nd Year of College. To show how prominently the error is displayed in the report:

 

x4lr40.jpg

 

We saw the error when scores were released last Thursday, and I immediately called the College Board. The "customer service" agent said he would put in an order to have it changed and would expedite it at the highest priority, which he said would take one to two days. Long story short, a week later and it is still not changed! I called on Tuesday, speaking to two agents and then their supervisor. I was told they have no ability to do anything about this once they put the order. It goes to the "Escalations Team" and they have no way of contacting them. It is a perfect set-up so that customers have no recourse.

 

I got a little "firm" with the supervisor, Nathan, and asked to speak to his supervisor. I was told he could put in an order for that, and someone would get back to me within 48 hours! I didn't do it, because I could see how that was going to go: when nobody calls me, I have no recourse again.

 

HAS ANYONE HAD THIS KIND OF TROUBLE WITH THE COLLEGE BOARD BEFORE? What can I do?!

Yes you should put in the escalation order. Ask for a ticket number for your issue (or the control number they give for your requested correction.)

 

If you don't escalate they may not correct it. At least if you escalate you will have a paper trail.

 

You may need to resend the score reports. I would dd contact the receiving schools to ser if they need a corrected report or not.

 

Eta, sorry I see you did escalate. You should ask for a supervisor. This type of thing has to happen a lot. They need to correct the field.

Edited by Sebastian (a lady)
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TranquilMind - what did you do beyond what I have done?

 

It was awhile ago.  I remember I had to call someone several times.  Is there a phone number listed on the College Board site?  I don't recall but that must have been where I got it.  I finally got the right person to do what I asked but it took awhile. 

Be prepared. 

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I don't know if this is the right thing to do but I explained DS's odd grade levels (after the fact grade skips) in his CB scores in the additional info sections for counselors or anywhere where there was space to explain them. Possibly one more thing you could do just in case?

 

Congrats to your DD btw. Excellent scores!

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I tried calling the Western Regional Office.  Very cleverly, there is no way to speak to anyone.  There are two options, and the second option is for seminar info, etc.  The first option gives you a recording with another number to call: you guessed it, the main SAT number.

 

So, I did call again.  I spoke to an agent who said he would have a "Higher Department Specialist" call me back and that I could expect this call by this time tomorrow.  Thank you, Sebastian, I did ask for a reference number, and he gave me one.

 

I will post tomorrow with an update.  I will say that I don't expect to get the promised phone call...

 

 

 

 

Edited by learners4life
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I tried calling the Western Regional Office.  Very cleverly, there is no way to speak to anyone.  There are two options, and the second option is for seminar info, etc.  The first option gives you a recording with another number to call: you guessed it, the main SAT number.

 

So, I did call again.  I spoke to an agent who said he would have a "Higher Department Specialist" call me back and that I could expect this call by this time tomorrow.  Thank you, Sebastian, I did ask for a reference number, and he gave me one.

 

I will post tomorrow with an update.  I will say that I don't expect to get the promised phone call...

 

I have had to deal with CB and similar organizations.  We had an issue last year with a college claiming that they did not receive the score report.  In other years I had to go through some hoops to get score access for a student below 13 and other similar unusual circumstances.

 

What I do is always ask for the name of the person I'm talking to and the reference number and I repeat back what I understand will happen next.  Then I set an alarm on my phone for around 1 hour after the expected action.  If it hasn't happened, then I call again.  I basically have to be a pain in the neck.  I will also ask to talk to a supervisor.  

 

This has to be something that is correctable.  It may just take time to get to the right people.  The paper trail helps you to pick up where the last call left off.

 

I hope you get resolution soon.

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This was finally resolved this morning.  It was a battle.  The call center is located in the Philippines and the representatives there liked to claim that they have no way of contacting anyone here in the states (who are the only ones who can make a change) other than through email!  After a week and a half, all of a sudden, the representative and his supervisor told me that I would have to have the school verify her grade level in order to change it.  Two problems with that: 1) If they didn't require verification in order to register, they can't require it now.  In other words, they took her word for it every time she has registered for an SAT or AP exam, but now they won't take her word for it that a data entry error had been made? 2) They never told me this when I originally called a week and a half ago! (Although number 2 isn't even a concern since their claim in number 1 is invalid.)

 

I finally resorted to informing them that I was recording the call (and their constant promises of a call back by the "higher department" in 24 to 48 hours, claims of inability to do anything more, and conflicting statements - even within the same conversation.  I called five different days - every promised 48 hours.  I think the recording finally did it, as a manager was all of a sudden magically able to contact someone in Virginia who left a message for me this morning that she had made the change.  I checked and it is fixed.

 

Overall, a very bad experience with the College Board call center. I do plan on following up on this by contacting the person who called this morning, as well as an email to the Western Region V.P.

 

Glad it is done.  Didn't need that stress.

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This was finally resolved this morning.  It was a battle.  The call center is located in the Philippines and the representatives there liked to claim that they have no way of contacting anyone here in the states (who are the only ones who can make a change) other than through email!  After a week and a half, all of a sudden, the representative and his supervisor told me that I would have to have the school verify her grade level in order to change it.  Two problems with that: 1) If they didn't require verification in order to register, they can't require it now.  In other words, they took her word for it every time she has registered for an SAT or AP exam, but now they won't take her word for it that a data entry error had been made? 2) They never told me this when I originally called a week and a half ago! (Although number 2 isn't even a concern since their claim in number 1 is invalid.)

 

I finally resorted to informing them that I was recording the call (and their constant promises of a call back by the "higher department" in 24 to 48 hours, claims of inability to do anything more, and conflicting statements - even within the same conversation.  I called five different days - every promised 48 hours.  I think the recording finally did it, as a manager was all of a sudden magically able to contact someone in Virginia who left a message for me this morning that she had made the change.  I checked and it is fixed.

 

Overall, a very bad experience with the College Board call center. I do plan on following up on this by contacting the person who called this morning, as well as an email to the Western Region V.P.

 

Glad it is done.  Didn't need that stress.

 

OP, I'm sorry that you've been through this, but thank you so much for sharing your experience.  So far, I have been decidedly unimpressed with the College Board.  While I certainly hope that I don't have problems with them, your thread has given me tools to use if I ever need to address a problem.  I appreciate the knowledge.

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I see your issue is resolved, but I will just add this:

 

I had a HORRIBLE experience trying to get an error fixed for my daughter. I won't go into the gory details. Suffice it to say that there were multiple calls and I had to do some paperwork as well. Their procedure for investigating the error in question was illogical. Their customer service was unbelievably incompetent and patronizing as well. It was quite clear that the CollegeBoard's monopoly gives them power, and they really don't care about the young adults whose lives they affect.

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  • 6 months later...

I have the same problem with my son's grade level. He is expected to graduate high school in 2018 and is now in grade 12 (we live in India and our academic years starts in April).   For the May 2017 SAT the grade level was not changed and shows as 11th, when it should be 12th.  WI caught the error before his SAT and called CB.  I think I got an international call center and the lady was not able to change the grade level either and she said she was sending a high priority email and I would hear back in 3 to 4 days.  But that did not happen.  I called CB again right before his SAT exam and the lady said I needed to get a letter from the school and that was the only way they could change it.  She gave me a reference number.  Today I received an email from a customer care specialist referring to the "reference number" that basically said that the grade level cannot be changed now.  She has also given her direct phone number (I hope it is direct) and I plan to call her.  What I need to know from experienced parents here is is there any negative ramification during college application if CB refuses to change his grade level for the May exam?  I have the letter from the school and was going to send them today when I received this email from CB.  It was an honest mistake on my part, totally overlooked the grade level information.  I am getting really concerned.  Would appreciate any feedback.

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