Transcipt Issues

This complaint is submitted as a formal escalation of our previous complaint dated 10 July regarding Milpark Education’s handling of an academic transcript request. We are raising this matter again because, despite our previous complaint on HelloPeter, the issue remains unresolved. This concerns an academic transcript that Milpark was paid to send electronically to World Education Services (WES). The delay and repeated failure to complete this process have caused unnecessary frustration and may have serious consequences for an important academic and administrative process. According to Milpark Education’s own process, queries must be lodged online. When we attempted to obtain assistance by phone, we were informed that no assistance could be provided telephonically and that a query had to be lodged online. We were also advised that queries may take up to 15 working days, which is unreasonable given the nature of this request and the time-sensitive requirements involved. For clarity, the timeline of events is set out below: 11 June: My wife lodged a case with Milpark and received a case number on the same day. 18 June: Milpark emailed requesting the transcript and consent form from WES. 18 June: All required documents were sent to Milpark. 18 June: Milpark confirmed by email that the documents had been verified. 26 June: We sent Milpark an email explaining how the transcript submission process should be completed. 1 July: We sent a follow-up email to Milpark requesting feedback. 2 July: We sent all relevant documents to Milpark again. 10 July: Milpark sent the academic transcript to us instead of sending it directly to WES, despite the clear purpose of the request. 10 July: We lodged a review on HelloPeter due to the lack of resolution. 14 July: Milpark contacted us with a PDF form that required completion and selections to be made. The form did not function correctly, so we completed it manually and returned it. 17 July: Milpark sent a new form with the required selections. The form was completed, returned, and payment was made. 17 July: Milpark confirmed that they would manually create the request and submit it accordingly. 31 July: We emailed the last Milpark representative who had corresponded with us to request feedback. The email no longer existed, and the response directed us once again to lodge a case. This matter has now continued for an unacceptable length of time. Milpark has failed to provide a clear, effective, and accountable resolution despite repeated follow-ups, completed documentation, verification of documents, and payment. We request immediate written confirmation that the transcript has been sent directly to WES in the required format. If this has not yet been done, we request urgent escalation to a senior staff member who can resolve the matter without any further delay. The current handling of this request reflects extremely poorly on Milpark’s administrative processes and customer service.