(09-15-2017, 11:43 AM)nnahh Wrote: The professionalism of the support at ACE is seriously lacking and their policies are inconsistent.

I submitted two request under the Alternative Credit Project Ecosystem (APCE) for the Straighterline courses Intro to Religion and Business Law on 9/7. I then submitted a request for the SL course Managerial Accounting on 9/10, but submitted under SL since it isn't offered under ACPE.

My 9/10 request was granted the same day... a Sunday at that btw, but my other request from 9/7 were pending. At the once week mark I contact support and asked for an update. The response I received said, "It looks like you submitted the courses under the wrong organization name (Alternative Credit Project Ecosystem). Please resubmit the courses for review under StraighterLine." Clearly this shouldn't be an issue because that response defeats the purpose of the ACPE, but the agent was unwilling to apply logic and continued insisting that I resubmit under SL only.

I've submitted 6 other SL course under ACPE between June and August the were approved (sometimes within minutes) but now it is suddenly not possible.

After several emails back and forth with that agent, he insisted I had submitted it under the wrong organization name and stopped responding. I contacted SL directly and they claim to have never received the ACPE request from 9/7, only the SL direct request for 9/10 and the previous ACPE request for 8/23. They said to have my credits resubmitted and to respond directly to the email so they could be processed promptly.

I then submitted another support ticket to ACE requesting my course be resubmitted and briefly addressed the misinformation from their end. The response I received said I would have to wait until 9/21 for a status update because It was being reviewed and made NO mention of my request being resubmitted.

Resubmitting a request would have likely been quicker than replying back and forth, yet they won't. ACPE is their own program, yet they claim credit shouldn't be requested under it. This isn't my first issue with ACE, (previously sent transcript directly to me instead of the school, but wanted me to pay again to have it done correctly) this is by far the most annoying. ACPE is their thing yet they act as if they have no idea how it works. If a policy change happened within the last few weeks, they should say so, otherwise this make no sense. Not sure how this is going to be resolved, but vent over.