<p>I just found out that there is no credit/refund for scores that my son asked and paid to be sent, but removed within the October window for making adjustments for the October test. On the site, they openly say that you can adjust which recipients will receive those scores until a certain date (October 14 in this case). So we ended up paying for 6 scores to be sent even though we canceled all but 2 of those scores. When I talked to a rep. they said that it is clearly expressed that no refunds or credits are permissible - ever. I cannot see where that policy is posted. All I can see is an invitation for the student to make last minute changes. So, we will end up paying twice for some scores to be sent to the same institution (son wanted to hold off until he had the results in hand). </p>
<p>How can they charge for a service that is never delivered, while failing to clearly warn that this is how they operate? It is almost like baiting for profit. There is no warning posted at the time of purchase. I'm just trying to understand the legality of how they operate, and the lack of humanity behind it. I'm just truly fed up with their "Because we said so" approach to this entire process, and feeling of complete immunity to any kind of complaint. Are we the only ones to have experienced this?</p>
<p>Since you say that you are paying twice, I assume you sent scores replacing the ones cancelled. Did you ask if they could stop the cancel and just go ahead and send the scores since its already paid for? Unless you changed the destination then idk.</p>
<p>If I am understanding correctly, you used your four free sends on the test, designated 6 more and paid a fee for each of those 6 and then removed four of those six on or before October 14, the last day to make a change in your list of colleges in your registration before scores were released. </p>
<p>It does not look like the policy is clear on this. The closest I could find is here [U.S</a>. Payments And Refunds](<a href=“The SAT – SAT Suite | College Board”>SAT Refunds – SAT Suite of Assessments | College Board). It looks like CB could site the “Refunds” section on that page as showing you are not entitled to any refund including because it says, “Additional score reports that you ordered at the time of registration are refundable only if you are absent.” But that really does not address what happens when you pay for sending to a college and then cancel sending to that college before you are even required to finalize your list of colleges to which to send scores. However, the question is whether there is anything you can do because you certainly are not going to hire a lawyer and sue over $46. I suggest calling again and try talking to someone else or even a supervisor. Possibly if CB won’t give a refund, you might ask if CB will allow you to instead apply the funds already paid to sending colleges scores in the future.</p>
<p>Yes I did ask a supervisor if they could “stop the cancel” and they said no. I wouldn’t mind if they just allowed me a credit for sending future scores, but they are being really hard-lined about it. </p>
<p>They did send in an “escalation report” to their finance people, but honestly, at this point I think that they will be unsympathetic and just say “rules is rules”. Also, I have to wait at least 10-15 days for that, and I need to send out at least one score before then. </p>
<p>Drusba, you are correct: "If I am understanding correctly, you used your four free sends on the test, designated 6 more and paid a fee for each of those 6 and then removed four of those six on or before October 14, the last day to make a change in your list of colleges in your registration before scores were released. "</p>
<p>My beef about this is that they fail to adequately publish their policy in an appropriate place. When my son signed up to take the actual exam it was pretty clear that they did not offer refunds for that particular transaction. I assumed when the supervisor was talking to me that “it is published as part of a policy” meant that a blanket ‘no refunds’ policy was included as a part of that very lengthy “terms and conditions” that you must acknowledge that you have read before proceeding with the transaction. However, I went back to check, and it isn’t mentioned there, at all. In the section where you send scores, pay for additional scores to be sent, and make any changes, they are very good about letting people know that they can still change those selections until a certain date. When you are ordering scores to be sent to specific colleges it is a somewhat time-consuming process to locate the college and add it to your list. If you take more than a certain time to complete this process, the system will time out and you will have to start from scratch. There is no mechanism that saves your selections and keeps them in a holding position until you are totally sure of your choices. The only way to ‘save’ your selections is to “check-out” and pay for any reports beyond the four free initial reports. It is misleading then, that we have the option to go in and make adjustments until October 14th. Yes, we can, but they fail to mention that there is a financial penalty for doing so. I think they are also very aware that high school kids are navigating this who would be even less likely to scan the website in order to read the fine print. I am angry by their attitude of invulnerability and therefore lack of effort to provide true customer service. </p>
<p>This is a completely different matter, but I find it ironic, they sent my son a package that offered application fee waiver certificates. However, when I actually called them up about it they told me they were only for those individuals who would qualify for the fee waivers regardless of whether they received any “certificates” from Collegeboard, or not. Their justification for this was that this was a new promotional program that would encourage all individuals to check out their options to make the college application process more affordable.</p>
<p>I just wanted to update this post to let people know that College Board did refund me in the end after the case was “escalated”. The representative I spoke to said that when this happens people need to call to ask for a refund. Didn’t really work so well with me, and had to go through 3 levels before a refund was granted. I pointed out all the issues I mentioned above and suggested that there was room for improvement on their part about how they advertise their policy on this matter, and that I hoped, not only for resolution of our situation, but for other families going through this process. We will see. I did notice that they sent out a message a few days later regarding the ‘free’ application waivers they sent to people in the mail. I used the opportunity to talk to them about this too, but I imagine that generated a whole host of confusions with multiple families (the waivers were not free coupons issued by College Board, despite seeming to be, but ‘encouragement’ for those who qualified for application fee waivers in the first place to go ahead and start applying to colleges).</p>