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DiplomaSender.ComThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've had to type this several different times because I keep having too many characters. So I'm just gonna sum it up diplomaSender is the only website that people from Pennsylvania can use in order to get their transcripts and/or Diploma. They refuse to allow you to speak to management. You can't get through to anybody through customer service on the phone. You have to go through chat. when you're going through chat The people don't want to listen to the actual problem that you're having. They just want to keep repeating themselves and say that you need to make another purchase. They keep making you feel like that. You're wrong when in fact I'm not wrong. I did download it like I was told to when I initially purchased my my documents my own transcripts OK and I did download it in its own file and then the following year i went to access it again and it said it was expired. I could no longer use it, so I've been contacting DiplomaSender for a couple years now trying to get this resolved. And maybe they can replace the document. Because that's not my fault. It's a diplomaSender problem. Not a me problem. Because I did. I downloaded it so I could hang on to that document and it was gone. They've cost me so many schools and jobs. I could have a degree by now but because of them, I dont I am a single mom. I have no money I can't pay $20 every time I need access to this so all I want them to do is replace my Transcript documents and I don't even ever remember getting my Diploma as it is so I would like a Diploma. I want my Diploma Certificate and I also. Want a new copy of my transcripts without me? Having to pay another $20 for it. Their customer service is terrible. How are they able to get away with it? Is the Better Business Bureau even doing an investigation? I wonder because it just doesn't seem like they are. I'm coming on and I'm constantly seeing. Reviews from so many people, but they keep doing the same things.Business response
10/23/2024
If the document was downloaded and saved you have access to indefinitely. If a new document needs to be sent, an order will need to be placed. Please review our guide here: *****************************************************************************************************
Initial Complaint
10/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On July 24 I requested my GED transcript.they didn't send it they sent a letter of verification with nothing stating I earned my GED .in August my school pd 30 more dollars and requested my GED transcript again they sent a letter of verification .September 8 or 9 I called and learned I could only speak to an agent if I requested in the chat feature on website so I did .the agent ******* me she wants a payment to send the certificates because transcripts arenr available but also atatea the xolkege musr request .I inform my colege records rep and she pays and orders the certificate.they send the exaxr same document as before .she contavts them and they tell her only i can requst my actual certificate so i contact them and they tell me again my college has to requesr .I paid them 30 and my.college paid 30 twice and neither of us has recd adequate documentation of proof of my GED.i expect a refund ans I would expect them to supply documentation to my college and thwy actually should return one of the 30 Payments my school pd as well .Ninety dollars and ten weeks later they haven't provided proof of my ged .Business response
10/02/2024
Please read out guide explaining the research request process: *********************************************************************************************
If you need a Diploma you can chat with us at *****************Customer response
10/04/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
********* ******Initial Complaint
09/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid for a transcript to be sent to *** the email they enter was invalid. So they refuse to resend the transtrip to the correct email. Nor give me refund. I would have to repay for something I already paid for. Then management refuse to get on the phone and address the issue.Business response
09/18/2024
If an email is undeliverable, we do notify you. We allow a reward for 45 days, if you contact us after that 45 days a new order will need to be placed.Initial Complaint
08/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
purchased a copy of my transcript, there was a clerical error with an extra letter in the email to recipient, they refused to re-send a document I paid for and suggested I pay again to have it sent.Business response
08/27/2024
Please see our guide next steps when a emailed document is not receivable: *************************************************************************************************Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello. On the date of 08/15/2024 I placed an order for my transcript to be sent by email to my college. The school NEVER received it. My school checked every single day and in every single folder for it and it just did not come. Diploma sender told me that they had sent it and I had to wait 7 days for credit to be posted onto my account to re order the transcript. I waited the 7 days and on that 7th day, I contacted customer service and they told me I would have to wait until the next day (day 8, which is today 08/23/2023) so I waited again and contacted customer service because my credits never arrived and they told me that they would however they never did. The director refused to have her IT team check it out, she refused to double check the email that it was sent to, to check for errors. She refused to allow me to speak with anyone else and stated that she was in the highest position. I also asked if maybe we can send a blank email to the email I provided to make sure there was not an error. She said no because there is no errors sending out emails on their behalf but obviously there is because I never received my transcript. She said the only thing that I can do is give them more of my money and have it re sent but I already gave them money for something that I did not receive. Their policies also state that, “if any product fails to be delivered because of a problem with our server, diplomasender will take reasonable steps to resubmit your request at no additional charge to you. If we are unable to process your request within 3 business days, you will be eligible for a full refund. When I log into my account and request customer service (I have recorded evidence) I am not allowed to receive it. Whenever I log into a friends account or do it anonymously, I receive it almost immediately. (Again, I have proof. So they cannot lie.) I am going to lose my financial aid and education because of them.Business response
09/18/2024
It looks like there is a reward on your account available to redeem. Check out our guide for what we do when documents don't arrive here: *************************************************************************************************Initial Complaint
08/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Paid $60 to have them send me a copy of my GED and my TRANSCRIPTS AND a VERIFICATION LETTER..but something doesn't sit right because there's no number to contact them I tried chatting with them but no luck.i talked to a couple people read complaints and I want my money backBusiness response
08/20/2024
I see you were able to order successfully. Here is our guide for Document delivery: ************************************************************************************************************ As well as our refund policy ****************************************************Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have tried to use this site to get a copy of my diploma twice. Seeing as how it is the only option for me. I live in ** and every time I try to search how to get a copy of my diploma from WV its the only thing relevant that loads. I read VERY carefully. It states that you make the purchase and that it will send you your copy however you chose. I chose EMAIL each time I ordered it gave me a receipt and never sent the email. NVER it just said email on the website site! It never sent me an email to my ENAIL address! I MEVER GOT WHAT I PAIF FOR! All I got was a receipt. It wasnt available for 2 days or nothing like that. It wasnt even available for 10 minutes. I NEVER EVEN GOT 1.Business response
06/11/2024
I see the document emailed to the school has been accessed. The documents sent to your email have not yet been accessed. If you are not seeing them in your inbox, I would advise to check your spam and junk folder. If you do not see the emails there please contact us.Initial Complaint
05/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered my transcripts and diploma, they took money from my account twice but no order was ever processed.Business response
06/04/2024
This was a known issue, that has since been resolved. All money should be back in the account. If it is not please contact us.Initial Complaint
03/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was on vacation when I was sent an email to download a digital version of the diploma. I wanted to make sure it was correct, so I looked at it on my phone. Apparently once you view the diploma, you only have 2 days of access only. Once I got home I called them and they said they could not send me the document or the url link. I would have to pay again. Luckily I took a snapshot of it. Bad business practice. They just want more money....Business response
03/11/2024
Once an email is sent from the server you have 30 days to access it. Once you access the email the link expires in 2 business days for security purposes. It does state this in the email you receive. "Make sure to download the documents for your records. For security purposes, the link will expire in 30 days, or 2 days after being accessed." We ask that you download the documents once you access them so you have access to the documents indefinitely. Once the access link is expired we are no longer able to resend the documents and a new document order will need to be placed.Customer response
03/13/2024
Complaint: ********
I am rejecting this response because their response is the exact problem with their service. They should state in their policy up front before ordering that you'll only have two days to download the product/diploma one you click on the link. A customer should have have at least 15 to 30 days to download or access it. Instead of 2 business days. In our case we were on a trip and my wife wanted to make sure it was correct, so she clicked on the url link. She took a snapshot of it at the time, so we still have what we ordered, but that is not the issue here.Sincerely,
*****************************************Initial Complaint
01/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was on the website, tried to process an order. It shot me back to the beginning so I proceeded to order once again and this time it did complete and about 10 minutes later it showed two orders. Their system had a glitch and I paid two times and I'm just asked $23 in return after I paid $46. The company was very unwilling to help me out. I understand if it was an error on my behalf but it was not.Business response
01/22/2024
DiplomaSender policy is "once the product is sent from our server, you will no longer be eligible for a refund" You are able to view that here as well ***********************************************************;
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Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
22 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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