Parchment

Information had been requested from the student on 07/15 from the initial ticket submitted on 6/27 (#72428) and we had received no response. The second ticket from the student was submitted on 7/29 (#78492) and resolved with her orders being cancelled since the student was able to have them...

sent directly from the school, and a $10 refund being issued to the student:Date: [redacted]Transaction ID: [redacted]Payment Method: [redacted]Amount: USD (10.00)Customer Name: [redacted]

I apologize for the inconvenience and we will be happy to refund the [redacted] charge for this order.The reason this occurred is that Parchment does not have your records, we rely on the school to send the transcript to us once you have placed the order. Once the school has sent the transcript...

we are able to print the document and send it out. In this case once the school had sent the document on 9/16/14 we sent it out that same day as an overnight delivery.If you have any further questions or concerns please feel free to contact us at support.parchment.com.

We worked with the student directly via our support emails to resolve this issue. Student response on 6/27/2015 at 08:23 PM MST: "Thank you [redacted]! It worked! I requested it before, wish it had been done sooner. thank you though."

Hello [redacted],I apologize for the problems you experienced with your delivery of your transcript. I do show that the order you placed on 3/18/15 was for your [redacted] College to be mailed to the following address:[redacted] University[redacted]...

[redacted]Your transcript was mailed to this address on 3/18/15. I also show that you were issued a refund in the amount of $3.00 on 4/3/15. As the transcript was sent out via USPS, we do not have a way to track delivery.I wanted to let you know that I have had your transcript sent out via Fed Ex overnight delivery, yesterday, 4/16/15 to the above address. The Fed Ex tracking number is [redacted] and should have been received today, 4/17/15. I also have also included all of this information on Parchment Support Ticket #[redacted] that I have sent to you.Kind Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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,[redacted]

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,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was only issued a partial refund for one of the transcripts that I requested. Neither of the 2 transcripts that I requested arrived at their destination. And I do not want Parchment to contact the school! I have already taken care of getting both transcripts myself after waiting 2 weeks! Please refund the rest of my money.

Regards,

I have reviewed the...

response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer are attached below.I feel that they have lost my records that have been submitted to them by the state of Mississippi they have not tried to resolve the issue by looking further into it. I am giving them more time and placed another order as per their request. I contacted them and advise him the information may be put into an incorrect state such as Missouri Massachusetts etc.ask them to look into it further. Also advised that someone may have made an error in spelling my name. Shortly thereafter they sent me another email stating that they could not locate my information based on the information provided. .. I do not feel like they are giving ample time to successfully search for my GEDRegards,[redacted]

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,

Was not able to deliver services paid for. They need a serious adjustment to their system to rule out services that they are incapable of completing. Why offer and charge for a service that is 100 % impossible for them to do?

We were sorry to see that the student had any difficulties with our website or experiences with the sending school for the documents requested.If a school signs up to use the Parchment Exchange program but does not tell us that they no longer wish to participate then we have no way of...

knowing of their new lack of interest.  This will cause students who attend the school to see the option to order transcripts from that school until the school tells us that they no longer wish to use the Parchment Exchange program.We did receive the requests from the student for support and have refunded any fees that they requested to have returned.We are hopeful that the school will let us know if they do not wish to participate as we would not be able to discontinue a school's account at the request of a student.I was also sorry to hear that there was any confusion about the status of the order along the way.  Definitions for any of our statuses are available at our support website of [redacted] .  We encourage any student with questions or inquiries to either use the search tools for more assistance, or submit a ticket at which point we will be happy to help them with any questions they have, which it appears now that the student has done.Please do let us know if there is any other help we can provide and we will be pleased to assist wherever possible.Thank you.Parchment Member Support

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,

I apologize for any frustration or confusion. The GED team at Parchment has access to search our database by first name, last name, DoB, last 4 of SSN, etc. We do not limit our database searches by state/jurisdiction in hopes that we will find your GED records. It is when the record can not be located within our electronic database that the GED team uses the jurisdiction to narrow the scope of focus for manual review of physical records. If you have verified that the information on your requests was accurate, then we unfortunately do not have access to your records. They may be in a state that we do not have access to. For more help with GED, you can contact: [redacted]

[redacted],We have responded to your refund request through your Parchment Support ticket. Please provide us with a valid home mailing address where we can mail your refund check to.Thank you.[redacted]

Parchment acts as a delivery service of student's transcripts on behalf of various high schools. colleges, and other organizations. We do not hold the records for students who attend(ed) [redacted] School and only send out the documents that are provided to us by the sending school(s). I...

reviewed our ticketing system and was unable to find any tickets filed under [redacted] (or anyone with this last name). However, I reset this student's order (listed under DID # [redacted] so that the sending school can upload the updated document and re-process the order. I sent a followup message to the sending school to let them know about this issue. The student may also want to reach back out to the school since this is a time sensitive manner. Once the sending school has re-processed the order, our system will again send DID # [redacted] to [redacted] - Los Angeles' Parchment Receive account where it can be downloaded by the receiving school. I also sent a followup ticket by email [redacted] (email address provided by the student on the original order) and also offered a credit on to her account for $4.50 on a future order. The ticket number is [redacted]. Please let us know if you have any further questions or concerns. Have a wonderful day.

We received your support issue from the Revdex.com. We sincerely apologize that you experienced problems. The transcript requests placed for [redacted] transcripts from [redacted] were placed for Next Grading period or Mid-year transcripts. [redacted] has listed 1/31/14 as the date...

mid-year transcripts would  be available. The school has not yet provided us with the transcript data for these transcript requests. As per your request, we have cancelled these transcript requests and I have issued a full refund in the amount of $15.00 to your credit card today. You will also receive a confirmation from our billing company, [redacted] to your [redacted] email address. If you have any other questions, please let me know.Regards,[redacted]

There is no method of contacting this company. They failed to send my transcript for graduate school, in which it will be delaying my admittance to my program. There is no one to contact with this problem. Their Ticket method of dealing with complaints is nonsensical.

We have contacted this parent/student to resolve. Requests were cancelled and a refund was issued on 9/11/14.

I am very disappointed with parchment. They don't take value in the customer service. I paid them for services and they treated me with disrespect. They didn't deliver my transcript the right way and it was late. I had to speak to a recording, no real people to talk to about issues. It takes them a long time to respond to emails , and when they do respond they don't address your concerns. I am very disappointed with the terrible service I received. It you have another option don't do business with parchment.