World Education Services [WES] review: Paid for priority express, no response, no effective help from customer service, and risk of missing university deadline

I ordered a duplicate report of my transcript, which is supposed to be processed quickly, as it was previously evaluated by WES. I purchased Priority Express service to process as fast as possible. However, after more than two weeks of waiting, nothing has progressed. I called the customer service every day since the end of the first week. The customer service is really hard to get to, and you need to wait a minimum of 30 minutes each time to be able to talk to them. Some of the agents said they can't help with anything, and the only thing I can do is to wait. One agent just hung up after a long wait when I reached out to them. One agent said only the online report form can help. However, after submitting multiple online report forms, nothing has been updated. Then I kept calling the customer service, but the only thing they could do was to escalate the concerns. Now, this process has been delayed, and the deadline the university requires for receiving the report is in two days. I asked the agent to help me speak with a manager or supervisor, but their supervisor was unavailable, and they do not know when the management team is available. It seems like once the order is paid, they don't really care about the next steps.

It is extremely concerning that despite paying for Priority Express service, repeatedly contacting customer support, and submitting multiple escalation requests, no meaningful action has been taken. As a result, I am now at serious risk of missing my university's deadline due to delays that are entirely outside of my control.