Parchment

I never received a response from a representative at Parchment. I never spoke to anyone regarding this issue. I never even received a email so I am not sure why it is noted that a representative informed me that it would be sent out on 5/2 this is NOT true at all.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

T[redacted]

Can not log on, call the phone number and no one answers just a recording stating you have to go to their website for support. I think they charge the minimal amount and most people will just forget about it and that's how they make their money. I have emailed them over and over and I keep getting an automatic reply that states I have never responded, just reply to this email so we know you still have a problem and no matter how many times I reply I get the same thing. I will turn this into my credit card company as a fraudulent charge due to the goods never being sent. I finally went to the school and got the transcript and mailed it myself and it was the cost of the stamp to mail it.

The following response was submitted via Support Ticket #[redacted]
Hello Maria, I sincerely apologize that you have experienced problems with the delivery of your transcript. I am having another copy shipped out today via [redacted] overnight delivery so that you will receive it...

Tuesday, 6/21/16.Tracking # [redacted] Kind Regards, Diane

Hello,In reviewing the order in question the following occurred:1) The student, [redacted] submitted a Student Support ticket 204119 on January 8th, 2016 at 10:59AM MST.2) A student support team member took possession of the ticket created by student Ms. [redacted]'s inquiry on...

Jan. 8th, 2016 at 11:06AM MST3) A student support solution to Mrs. [redacted] was offered via an email response 21 minutes later to Ms. [redacted]'s email address of [email protected] on Jan. 8th, 216 at 11:27AM MST.4) The following was included in this student support response on Jan. 8th, 2016 at 11:27AM MST:Your order number [redacted] shows that it has been placed on Hold by your school. Your other order, [redacted] shows that it is Pending action by your school. If you wish one of the orders to be cancelled and refunded to you, please reply and let us know which one. If you wish both of the orders to be cancelled and refunded, please reply and let us know.5) We sent an automated email follow up response to [email protected] on Jan 9th, 2016 at 11:30AM MST advising we did not receive a response back from her.6) We sent a second automated email follow up response to [email protected] on Jan. 10, 2016 at 11:30AM MST advising we were closing the ticket as we did not receive a response.7) As we did not hear back from the student, we did not address the duplicate order since we did not have a confirmation to cancel it, as we requested.8) Since this ticket was created, one of the student's orders was delivered to [redacted]9) The second order, [redacted] is on Hold as placed by [redacted] and we are happy to cancel this second order and issue a refund for it if we get a confirmation from the student. Mrs. [redacted] or from Mr. [redacted].I do appreciate your patience and understanding and I look forward to further assisting the [redacted] family.Rob

This company has the worst customer service I've ever experienced. Scholarship money is riding on these transcripts being sent properly and they will not solve the problem. No phone number on the customer support link is bad business. Get around this service if at all possible.

Hi [redacted]
I show that a response to Support Ticket #[redacted] reflects the following solution.
A refund has been issued to your credit card on 1/4/16. Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (10.00) Customer Name:...

[redacted] Please let us know if you have any further questions. Kind Regards,
 
Diane

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Revdex.com and Parchment.com:I apologize that my wife never received the emails mentioned in the previous email. I'm not sure if they were deleted accidently or if they went to her spam older. However, I have reviewed the response made by Parchment.com in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
The resolution that I am seeking is to have order that never finished processing ([redacted]) to be canceled and refunded. Please consider this email as confirmation to my request to cancel the order. Thank you for your help in resolving this issue. 
Regards,[redacted]

We truly apologize for any inconvenience this may have caused Mrs. [redacted]. Upon review, there was a known defect that was affecting the order from being processed on our end. At this time, the issue has been resolved, the order has been successfully resubmitted, and delivered. Should you need...

any further assistance, please don’t hesitate to contact us again.

[redacted] | Member Support Specialist

Direct: [redacted] (Ext. [redacted])

Per instruction from my college, I submitted a request to Parchment to send an official transcript to a certification organization for me. After two weeks the organization had not received the transcript. I contacted Parchment and was told my issue would have to be 'escalated'. After three days I attempted to re-contact Parchment for a status with no response. After an additional four days I received an email telling me to contact my college for assistance because Parchment could not assist me with my issue. According to their email this 'solved' my issue. These people are laughably bad but, unfortunately, I've had no choice because they are the designated third party to do this task. I have provided appropriate feedback to the college.

Hello Revdex.com,On 06/17/2015 Muriel submitted a request for her GED Diploma to be sent. The order was fulfilled and the document was sent out. Based on the time stamp this would have been mailed on 6/18/2015 to the address given in the order via [redacted].On 08/05/2015 Muriel...

submitted a request for her GED Diploma to be sent. the order was fulfilled and the document was sent out. Based on the time stamp this would have been mailed on 8/06/2015 to the address given in the order via [redacted].Unfortunately we do not have any control over the mail once it has been given to the Post Office. Because [redacted] does not provide tracking information for standard mail we cannot track its delivery. Further more due to FERPA regulations we cannot alter the details of an order once it has been placed.I have resent her documents via [redacted] Priority and should arrive in 5 to 7 business days. The documents will be prepared and mailed tomorrow, 8/20/2015. I have also refunded one of the orders since this was a duplicate document request as a courtesy to Muriel.Kind Regards[redacted]Parchment, inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The company was good on their word and re-sent proper documentation. I have access to my transcripts now. I wish it didn't have to come to this, I hope their customer service gets better but I do appreciate a very quick response and solution.  

Regards,

Hello Revdex.comIn regards to this issue we have worked with the customer to try and resolve the issue. The original document was sent out via [redacted] International on 04/06/2015 which can take a long period of time to reach it's destination. On 6/04/2015 we...

resent the document via [redacted] International because the customer stated the document never arrived. Today 8/17/2015 the document will be resent once again via [redacted] International which will have a tracking number of [redacted]. The [redacted] delivery option is available to the customer when ordering. We have provided this service for free as the document failed to reach its destination 2 times prior.Because of FERPA regulations we cannot alter the address once the order has been place. Each time the customer told us the document did not arrive we confirmed with the customer that the mailing address given in the order was correct.We have responded to every unique ticket however with the long turn around time for [redacted] International mail it is extremely important that the address we are given is correct. Since the [redacted] International package is tracked the customer will know if there is any issue with it's delivery.Kind Regards[redacted]Parchment, inc

Hello [redacted],I sincerely apologize for the delay in processing your transcripts. There was a technical issue that has now been resolved. Your transcripts were mailed out to your delivery destinations from our offices in [redacted] on 12/12/14. Normally, U.S. Mail takes...

between 3-7 business days for delivery. I also show that you have received your electronic copy of your transcript and have successfully downloaded.Please let me know if you have any further questions.Kind Regards,[redacted]

On 09/07/2014 the student placed a request for two transcripts from his school which approved the requests on 09/23/2014 and delivered out of our system on 09/24/2014. One was emailed to [redacted] and the other was sent via USPS to the following address:[redacted]...

[redacted] 

[redacted]We sent several emails to the address listed through out the 30 days that the link was available to click. We have issued a refund for the electronic transcript request that was unopened.Thanks,[redacted]

I wished that I had looked up Parchment's reviews before ordering my transcripts. On November 8, 2015 I placed an order, and here we are January 4, 2016 almost two months from the date that I ordered my transcripts and my school still has not received them! I contacted Parchment through email three times, but when I was not satisfied with their "solution" and emailed them back, it took them anywhere from 5 hours up to a full business day later before responding. The bottom line is that they have terrible customer service. I will not use Parchment's services again. I strongly advise anyone wanting to order transcripts to use National Student Clearing House and not Parchment!

The college I graduated from uses parchment.com to send out college transcripts.

Parchment.com is the most unorganized, frustrating website I've ever used in all my years of computer expertise (I'm a software engineer).

I ordered a transcript, they said it would be sent in 5-7 business days; I waited 9 business days, it didn't come. I told them to resend it, same thing, it STILL didn't come. Then I payed them the $30 overnight fee out of desperation because my school would only send it through them.

If I didn't know any better, I'd say they ran me around in a circle for 3 weeks just so I would fork over $30 for the overnight shipping.

The biggest peeve of all I have with them is that the only way to contact them is by automated ticketing system. They have no phone number, they have no e-mail. As far as anyone would know, the company doesn't even exist. Very shady.

Ms. [redacted] contacted us on 8/24/2015 via email to advise that she had attempted to place an order, however she had not received a confirmation that her order was successfully received. After researching this matter further, we reached back out to Ms. [redacted] on 8/27/2015 via email to inform her that...

we had reviewed her account, but unfortunately the order that she attempted to place was not successfully received. We advised Ms. [redacted] that if the ordering process times out before the order is completed then a pending authorization charge may have gone out. However, since her order was not successfully captured we informed her that no payment was collected and that the pre authorization would drop off her credit card within 3-10 business days (time frame is dependent on her financial institution). If the pre authorization did not fall off, she will want to contact her financial institution directly for further assistance with this matter. The student was also advised that if the document was still needed, a new request would need to be placed. Student was never instructed by our representative to send a title four and/or letter stating the balance was paid nor was she directed to contact any other company other than her financial institution. 
 
Please contact us if we can be of any further assistance. 
 
 
Kind regards, 
 
Jennifer
Parchment, Inc.

Hello Ms. [redacted],We apologize for the inconvenience you have experienced. [redacted] High School's webpage with instructions on ordering transcripts, [redacted], mentions "Turn around time 48 hours from the approval...

date." Unfortunately, they did not approve your order until 7/6/2015. They also uploaded the transcript that day and we sent it out via overnight delivery which arrived on 7/7/2015.Parchment student support request [redacted] placed by [redacted] addressed the need for the school to approve the order and upload the transcript, reply sent on July 2nd: "Dear [redacted], Your order has been submitted to your sending school, and now they need to review it. Once they approve your order, they will upload your transcript to our system so that we can get it to its destination. Or, if they are printing it themselves, they will send your transcript. If there is a problem with your order, they will let you know.Unfortunately, there is nothing we can do on our end to speed up the process. You should contact your school to let them know that you are waiting for them to process your order. If they need any help, they can contact us at any time."Please contact us if we can be of any further assistance.Kind regards,Parchment Member Support

After communicating with the parent/student, even though Parchment did mail out the transcript from [redacted], they also contacted the school directly to have another copy sent to their delivery destination. Parchment has issued a refund in the amount of $5.00 for this transcript request to the parent/student today. We have also communicated this directly to the student. Please let us know if you have further concerns.

Thank you.