Edexcel certificate

korn3

I submitted a request to Edexcel, for a copy of my HNC certificate and relevant documents. They charge £35 for this service.

They were unable to find my record, and have refunded me only £10 of the cost, with £25 being cited as an administration fee.

I understand that their terms and conditions state this will be the case, if they cant find your qualification. But are their terms and conditions actually in line with consumer rights?

Should I use a credit card chargeback, on the grounds the item I paid for was not received?

Any thought or comments would be appreciated.

wealdroam

korn3 wrote: »

I submitted a request to Edexcel, for a copy of my HNC certificate and relevant documents. They charge £35 for this service.

They were unable to find my record, and have refunded me only £10 of the cost, with £25 being cited as an administration fee.

I understand that their terms and conditions state this will be the case, if they cant find your qualification. But are their terms and conditions actually in line with consumer rights?

Should I use a credit card chargeback, on the grounds the item I paid for was not received?

Any thought or comments would be appreciated.

You are not just paying for goods. A service is also involved.

I would suggest that you have paid for two things:

1. search for your qualification,
2. production of the certificate.

It appears that they have carried out the search and found nothing.

They are now refunding the cost of producing the certifcate because thay cannot perform that part of the service.

But as they have carried out the search, they feel that they can charge for that part of the service.

korn3

I compare that to asking a shop attendant if they can find something for me in the shop, and the attendant coming back to tell me they cant find it, but there's a £20 fee for their time.

In this case, its even worse, since they are the ones that created my certificate and now they cant find it. Charging me for that kind of adds insult to injury.

But yes, I do appreciate they are trying to charge for a service. Just dont feel it is appropriate to be honest.

mynameistallulah

korn3 wrote: »

I compare that to asking a shop attendant if they can find something for me in the shop, and the attendant coming back to tell me they cant find it, but there's a £20 fee for their time.

In this case, its even worse, since they are the ones that created my certificate and now they cant find it. Charging me for that kind of adds insult to injury.

But yes, I do appreciate they are trying to charge for a service. Just dont feel it is appropriate to be honest.

If you want to use that analogy, it would be more suitable to put it in the context of a personal shopping service - you are asking for them to spend their time finding something unique, which may or may not exist. You wouldn't expect them to do it for free would you?

korn3

I agree with what you've pointed out about my analogy there.

You could regard it as a personal service, since its a unique item. But it is a unique item they created themselves, and one I even have the relevant certificate number and details for. The fact they cant find it and want to charge for looking, still seems wrong.

mynameistallulah

korn3 wrote: »

I agree with what you've pointed out about my analogy there.

You could regard it as a personal service, since its a unique item. But it is a unique item they created themselves, and one I even have the relevant certificate number and details for. The fact they cant find it and want to charge for looking, still seems wrong.

But why would you expect them to do it for free? They would have issued a certificate at the time you passed your course, their obligations to you ended at that point.

korn3

I guess so. It's a little more complicated than that to me.... I actually have my original certificate (that's how i can supply all the details). But my original certificate never included an "academic transcript", which I never knew was missing, or even what an academic transcript was.

It's only now, when I'm trying to transfer the credits to open university that I find out it is necessary to have. That's why I ordered the copy, because the copy should include an academic transcript too.

Anyway... I should of received it to begin with and didn't, and I cant get a copy because they dont have it. And I'm out £25

Moan, moan etc

Thanks for your input guys, even though I dont fully agree its nice to get some outside perspective.