Educational Testing Service (ETS)

Review: I registered for the GRE on January 5, 2016 to take the exam on January 26, 2016. The school I am applying to, I was recently informed that GRE scores are no longer needed for my program. I was unaware of the 50% only refund policy (in the fine print) and canceled my registration on January 7, 2016. This 50% policy should be displayed more clearly and not in fine print (this is very misleading). I canceled my registration in much less than five days. The exam fee is pretty hefty at $205.00; a refund of only half that fee is literally throwing $102.50 in the garbage. I have spoken to a customer service rep (Lyn - [redacted] and a supervisor (Damon) to no avail. The supervisor (Damon) advised that I email my issue to [redacted] Please refund me the full registration fee of $ 205.00 as I am a struggling college student with no permanent source of income (as I am currently unemployed) and up to my neck in student loans (which some of this money could be used for). This policy is not only misleading in the fact that there are discrepancies (one part of the website states you must cancel no later than 3 days before and another states no later than 4 days before exam date), it is very disappointing. Students are already stressed out studying, registering, and paying for the exam; it is only fair that important information such as a 50% refund policy be highlighted and even precede the supporting policy details (such as You must change or cancel your test registration no later than four days before your test date or your test fee will be forfeited.) . Furthermore, there is no explanation provided to the consumer regarding the purpose of the 50% refund fee. What does it account for? I required no assistance to register as I registered myself for a computer based exam and canceled it myself two days later. This situation is rather defeating, having to beg for money I didn’t have in the first place, in relation to a service I did not use.Desired Settlement: I require the full $205 refund and plan to maintain correspondence for the purpose of a successful outcome.

Business

Response:

Please see our response below:

From: TTA GRE Advocacy [mailto:[redacted] Sent: Wednesday, January 13, 2016 3:58 PMTo: [redacted]Subject: GRE® revised General Test / Case ID 1[redacted] / Revdex.com Case [redacted]

Dear Ms. [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a 100% refund (or voucher to reschedule) for the GRE® revised General Test that was scheduled for January 26, 2016. Please note that ETS is not responsible for institutions changing their policy with regard to our tests.

It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a contract of services to be rendered. You are given the following message before completing the registration for GRE®:

"By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at [redacted] You also confirm your entire registration before completing your appointment.

The test and registration fees we collect go toward the development, planning, and administration of tests as well as the scoring of tests and the reporting of scores. These fees support a multitude of activities needed to administer the tests, and score and report the test results, which include but are not limited to…Registration system maintenance and support, test material production, shipping expenses, test center facility and staffing costs, scoring activities (which as you know, are very complex and involve a number of steps to ensure accuracy and fairness) and Quality control for all activities.

Although the Revdex.com is familiar with our policies and procedures, I thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Revdex.com. Under the circumstances, I regret that I cannot assist you by providing the other 50% of your GRE registration fee.

I wish you success in your future professional endeavors.

Sincerely,

Linda M[redacted] Advocate

Educational Testing Service

Test Taker Advocacy Dept.

Review: I recently made a registration purchase for SCHOOL LEADERS LICENSURE ASSESSMENT (SLLA) (6011) in at their electronic testing center in Consohocken, PA. This was on Friday February 14th. In error I chose the wrong day. I registered for Thursday April 17th instead of the intended Friday April 18th. I immediacy tried to contact ETS by phone. Three times I called and waited on hold for 30 minutes each time without ever reaching a person. So I contacted by email. Still to this date I have been unable to get an answer by email or phone of if I can easily change the testing date. I have called ETS about 10-12 times and have waited on the line for approx. 30-50 minutes each time and have yet to speak to a person. The only replies I have received through email is vague answers to my questions that refers me to contact them via phone, which as stated I have been unable to every time I call.Desired Settlement: I just simply want my test changed from Thursday April 17th at 9:30 to the following day Friday April 18th at 9:30 without paying any type of fees or anything else because I tried to immediately make a change to my error and there hasn't been any change since. I haven't been able to speak to anyone that could help me since the day I registered on February 14th.

Business

Response:

Please see our response below:

Thank you for contacting the Praxis Series

Dear [redacted]

We received your letter of complaint from the Revdex.com. We apologize for the difficulty you experienced attempting to resolve your issue. Based on your letter, you were requesting to change the date of your School Leadership Licensure and Assessment (SLLA) exam from April 17, 2014 to April 18, 2014 without having to pay the test change fee. Our records are showing you have since spoken with a representative in our office who made the exception and registered you for the date requested.

If this has been resolved to your satisfaction there is no other action needed. If there is anything else we can assist you with in the future please do not hesitate to contact us back.

We wish you success in your future academic endeavors.

Revdex.com Case [redacted]

Sincerely,

Advocate

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I ordered a TOEFL test from ETS and took it September, 5 2015. Since I wasn't sure that I got decent results, I scheduled the second try on September, 26. As soon as I got the results of my first test (which were satisfying), I canceled the second test via the ETS website using my account (on September 15th or 16th). Since I got the cancellation confirmation on my screen that confirmed my cancellation and refund of $95, I quit my account and never got back to my orders. However, yesterday(September, 23rd) I received a call from ETS office to confirm my test appointment. I immediately checked my account and was surprised to see that my order wasn't canceled. When I contacted ETS via phone and e-mail they refused to give me the refund since it has been less than 4 days before the scheduled test.Desired Settlement: The glitches of their website led to loss of my money.

I want to get a refund of $95 which I have the right to receive according to the cancellation policy.

Business

Response:

Please see our response below:-----Original Message-----From: TTA TOEFL Response [mailto:[redacted] Sent: Monday, September 28, 2015 1:56 PMTo: [redacted]Subject: [redacted]-September 26, 2015 iBT TOEFL Exam-Case#[redacted] Dear [redacted], The Revdex.com contacted us regarding your iBT TOEFL complaint. We responded to them letting them know that when you contacted us on September 23, 2015 it was to late to cancel your September 26, 2015 iBT TOEFL test and your request for a partial refund was denied. When you canceled your registration online you did not press the submit button to confirm the refund therefore the registration was not canceled and a partial refund was not processed. However as a one-time exception we will issue you a partial refund for your test fees in accordance to ETS policy and procedures. A partial refund of $95.00 has been issued for your test fees in the form of a credit on your charge card. You will need to allow ten working days for the credit to post to your card. We wish you every success in your professional endeavors. Sincerely, Pamela D[redacted]TOEFL Test Taker Advocacy

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: To whom it may concern,

I was scheduled to take the TOEFL exam on February, 28th, 2015. I arrived early at the test center but when I showed my ID [redacted] passport) to the person in charge, she said that the name on the registration form did not match my ID and I needed to call the ETS to solve the problem. Naturally this was impossible, I called ETS and because it was a Saturday, all offices were closed.

Specifically, the problem was that I have two last names - not one compound last name, hyphenated last name or a long last name but two seperate last names. In that regard, when filling out the registration form, I only included my first last name because there is only one short box for last names provided and I know that the U.S. only uses one last name. Apparently, this is a very common problem with the ETS. There were 6 people with the same problem at the test site, some whom had already taken the test without issues on previous occasions.

The person in charge at the test site, was extremely rude and disrespectful when she demanded that I step out of the line without letting me ask if I could use my other ([redacted]) passport which only shows one of my last names, as in the registration form (I have both an [redacted] Passport and a [redacted] Passport). I tried showing her my [redacted] passport but she disregarded me.

I tried to speak to the person in charge once again, but she told us to wait until all test takers where seated at which point she demanded that we leave the center without further explanation.

It is beyond my comprehension how an organization like ETS could hire someone like this. I now fear that I have lost my money when I could have taken the test by simply showing her my [redacted] passport if she would have let me, but she did not.

Therefore, I respectfully request that ETS reschedule my TOEFL exam as soon as possible.

Thanks in advance,

[redacted]Desired Settlement: I respectfully request that ETS reschedule my TOEFL exam as soon as possible.

Consumer

Response:

I am writing in regards to my complaint #[redacted] I recently contacted a member of the ETS Test Taker team regarding the problem with my ETS exam ( TOEFL EXAM ) and I was able to reschedule my test

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I scheduled a testing date and took the earliest date I could (about 1 month away, only seat left, at 8:00am) and paid the fee up front, electronically.
A few days later, I learned that I qualified for a reduction certificate, reducing the cost by 50%. I followed the instructions given with the certificate, which I obtained from my universities financial aid office, and emailed [email protected] - I got an automated response, and no reply for 8 days. The reply I did receive, carelessly asked for my information which was already provided in the original email. I sent them my full info, again, which ultimately was not needed, and got my question answered a full 12 days after my original inquiry - 2 days within my scheduled test date (too late to cancel or reschedule). I took the test, even though I no longer wished to. I felt obligated to, since the test is required for the career I was attempting to pursue.
I also was on the phone with a customer rep about the incident, he sounded very surprised about how long responses took with my emails and said usually they take 2-3 days, not 4 or 8. I asked him if there was someone I could talk to about my situation and he gave me the same email address I was using before with no success. In my last communication with ETS, I requested the name of the person who was responding to my case, or at least their supervisor's contact information. I got a one line response, again, failing to address either of those questions.
If it were possible, I would avoid ever having to do "business" with ETS again.

Review: I sent GRE scores to 12 graduate schools, and have realized that many did not get my GRE scores. This is because, although I have asked ETS repeatedly to change my name on the forms (they have had it misspelled for years), they have not done so. I sent them written requests to change my name on 12/10/2013, 11/19/2013, and over the phone numerous times. I have not gotten into graduate school because many of my schools received my scores. When I log into the ETS system, they report that several (a third) of the schools to which I applied, the scores are still pending, months after the deadlines ended. I did as they asked, I attached passport copies to show my legal name (and each time I take one of their tests, I show ID with my legal name), and they still did not change my name.Desired Settlement: I want my money back for the scores they sent under an incorrect name. This is $25 per score, multiplied by 12 schools, which is $300.

Business

Response:

Please see our response below:

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a 100% refund of fees paid for score reports on your GRE® tests that had your name spelled incorrectly by one letter. I am very sorry about this issue and am pleased to advise that your name was corrected on December 22, 2013.

Our records indicate that you paid the following amounts for score reports on the following dates:

$125 was paid on November 10, 2013

$50 was paid on November 12, 2013

$25 was paid on November 19, 2013

$50 was paid on November 22, 2013

$25 was paid on December 3, 2013

$275 was paid by you for additional score reports before name was correct and I have refunded this total amount back to your method of payment at the time of the transactions.

Thank you for taking the time to contact us and granting us with the opportunity to provide a refund regarding fees paid for additional score reports. I wish you success in your professional endeavors.

Regards,

Test Taker Advocate

Educational Testing Service

Review: The merchant refused to issue the complete refund and cut off communication with me. It contends that it only refunds half the amount. However, the reservation was canceled minutes after it was made due to an error, no test or services were administered and the policy was not clearly outlined in the confirmation email or when the appointment was canceled. It only said the test fee would be forfeited if canceled within 4 days prior to the test.Desired Settlement: The company sent me a bill for $112.50 in the mail when it did not administer any services to me. Therefore, I owe the company no money,

Business

Response:

Please see our response below:

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a 100% refund because you only held a spot in the GRE® registration site for a very short time and canceled the appointment the same day as when you registered. We have checked with our finance department and Prometric and they have confirmed that you made the appointment at 11:12 AM and canceled it the same day at 11:23 AM.

Due to the brief timing of the transaction, I am making a one-time exception to our refund policy and removing the balance on your file that includes the $20 charge back fee. I have asked our finance department to make a note so they will not to seek retribution for the fee of $92.50 that you charged back nor the $20 charge back fee.

Therefore, you now have 100% of the $185 previously paid.

Please note, for the future, you are given the following message before completing the registration for GRE®:

"By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at www.ets.org/gre.

As previously mentioned, this adjustment to your account is an exception and the Revdex.com is very aware of our policy and procedures.

I hope this information is helpful.

Sincerely,

Test Taker Advocate

Review: I called to reschedule my GRE test yesterday. The customer representative told me the rescheduling fee was $50. To my dismay, after checking my banking account, I discovered I was charged $245. I am utterly disappointed and upset. I need my refund of $195 as soon as possible before I take further action to expose this fraudulent and unethical behavior.Desired Settlement: I need my refund as soon as possible. This has caused a great inconvenience and distress for me.

Consumer

Response:

Thank you for your efforts towards giving consumers a voice.

Review: I took the Toefl IBT Test in 2013 and July 25, 2015 in [redacted] I paid US$ 220 for each one. They stated in their contract that they would send a certificate with the test results, but the test´s results never came to my home address. I contacted them, initially by phone, and they said, a copy of my tests results will be sent to my address, this was June this year. It never came.

And now they said that, they won’t send my test results of 2013 because it´s old, but I paid for this service, and then, they didn’t deliver the certificate in 2013, or 2014! This is their responsibility.

Then I took the test in July 2015, to apply for a scholarship and my test results never came to my home address either. I paid for both test and they never delivered. Then I wrote them asking about it, they said they didn´t have a tracking number of this and the post office was responsible, but how come they hire a business with a post office and don’t have a tracking number? I can´t make the follow up if they can’t do it either! This is very upsetting.

I complained to them a lot, I have like 10 e-mails about this, and all they said was, we will send you another copy but we are not responsible if you don’t receive it. And this copy never came either. I actually changed my home address to give another opportunity incase my home address is difficult for them to find, which is weird, because I get a lot of mail and bills to my address.

I feel robbed. Also, I don’t know if they send my test´s results to the University that I applied because they don’t do that follow up. If I miss this chance to get this scholarship for the irresponsibility of the ETS organization, I will suffer a lot. Please I only want what I paid for! Both of my test´s results. Can you please help me?Desired Settlement: I want the ETS organization to deliver what I paid for. I need my test´s results certificates, the one I took in 2013 and the one I took in 2015. It´s all that I´m asking. As soon as possible.

Business

Response:

Please see our response below:

From: TTA TOEFL Response [mailto:[email protected]] Sent: Thursday, October 22, 2015 12:13 PMTo: [redacted]Subject: [redacted] - July 25, 2015 TOEFL Exam - Revdex.com Case #[redacted] - CRM Case #[redacted] - DJ [#1[redacted]]Dear [redacted]We have received your inquiry regarding the iBT TOEFL exams you took on June 8, 2013 and July 25, 2015. Regarding the June 8, 2013 exam, TOEFL Scores are valid on the system for 2 years. After that time, the records are purged and are no longer on file. Once the records have been purged, there is no way to retrieve them. The original score report for your July 25, 2015 exam was processed and mailed from our facility to you approximately 15 days after the test date. Our records indicate an additional candidate copy of your score report was ordered on October 1, 2015. We are sorry that you have not received either of them.As you may or may not be aware, all score reports are sent using the United States Postal Service via First Class Air Mail delivery. Unfortunately, once the report has been mailed, we have no control over the mail delivery system in other countries. The report, sent via Air Mail First Class, does not have tracking information.Since you have not received the July 25, 2015 score report, as a one-time exception, I have requested that another report be sent to you via Express Delivery. Express Delivery does have tracking information. It will still take approximately 7 days for processing. Once it is processed, the report is sent to your listed mailing address. We have also added your phone number, in case the courier needs to contact you.The address we on file is:[redacted]A tracking number will be forwarded to you as soon as it becomes available. Sincerely,Doris L. J[redacted]Test Taker Advocacy TOEFL Services

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I registered for Gre under my maiden name. I got married unexpectedly due to my husbands impending deployment. I asked to change my name , because you have to have photo signed identification, to check into the test. They told me know despite I called a month and a half in advance. They are only refunding half of my fee , despite the fact I would register immediately with my new name.Desired Settlement: I would like a complete refund of my fee.

Business

Response:

Please see our response below:Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the refund and ID policy set forth by Educational Testing Service (ETS). You are entitled to a 50% refund when canceling three business days before your scheduled appointment date. The Revdex.com is well aware of our refund policy. It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin. As previously mentioned, page 9 of the Information and Registration Bulletin, as well as on the website, www.ets.org/gre, it states, "The name you use when you register must exactly match (excluding hyphens, accents and spaces) the name on the identification (ID) documents that you will present on the day of the test. If it does not, you may be prohibited from taking the test or your test scores may be canceled after you take the test." In addition, it also states, "If your online account has already been created, please confirm that the name on your ID documents still matches the name that appears in your account (excluding hyphens, accents and spaces)." In lieu of the above information, I am making a one-time exception to policy and refunding the other 50% ($97.50) since you will be scheduling a new appointment under your last name as it reads on your valid ID. I hope this information is helpful. Sincerely,[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was charged to send my score to my graduate school I am applying to ([redacted]. I was charged $27 to get it sent. But when I took the GRE, I had the option to send it to a few schools for free. I did not know I would be applying to [redacted] at the time, so I did not include it on the list. It's unfair to charge me for something that you normally give for free. I expect better from a business.Desired Settlement: I expect ETS to fully refund me my $27. If they don't, I'll be taking them to small claims court.

Business

Response:

Please see our response to the customer, below:

Dear [redacted]Your complaint to the Revdex.com (Revdex.com), Case #[redacted] concerning score reporting fees for the GRE test has been forwarded to me for an investigation.The fee involved was for ordering an Additional Score Report after test day. It is the candidate's responsibility to be familiar with all the policies and procedures prior to the day of the exam. This policy is described on the GRE website at:http://www.ets.org/gre/revised_general/scores/send/:Computer-based GRE revised General TestOn test day, after completing the test and viewing your unofficial Verbal Reasoning and Quantitative Reasoning scores, you will be asked to designate which score recipients you want to receive your General Test scores. If an institution is not listed, ask the test center administrator for the appropriate form to indicate unlisted institutions. Complete the form and turn it in before you leave the test center. The form will not be accepted after you leave the test center.You will have the option to select the ScoreSelect Most Recent option or ScoreSelect All option for up to four institutions for free. You also can choose not to send any scores at that time.After test day, you can order Additional Score Reports for a fee of US$27 per recipient. At that time, you can choose to send scores from your Most Recent, All or Any test administration from your reportable history. See Ordering Additional Score Reports.In addition, this information is provided at the end of your test session. The following is also shown on the test screen:"If you know where you want to send your test scores, you can select up to four (4) institutions now as part of you test fee. You can choose to send scores from your most recent test administration or from all your test administrations. Select the institutions by clicking “Add a Score Recipient” below.If you prefer, you can select score recipients at a later date for a fee through your my GRE account. At that time, you can choose to send scores from your most recent test administration, from all your test administrations, or from any specific test administration(s). Unfortunately, I cannot comply with your request for a refund of the fee paid for your score report since it was not selected on test day either via the computer or by completing the request form.I wish you much success in your future academic endeavors. Sincerely,Doris L. J[redacted] AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Review: Dear Sir/Madam, On 5/30/2015 I had an appointment at Prometric Testing Center, owned by Educational Testing Service, scheduled with the purpose of taking the GRE. The appointment was in [redacted] Building. My test was scheduled at 9 am, so I arrived at the building at 8.30 am, as the ETS website indicates. The person at the desk (Susan) asked me for my ID, so I showed her my ** driver's license. I proceeded to fill in and sign the corresponding paper work,and returned it to Susan. I checked the non citizen status box, as I am an [redacted] citizen. When Susan found out I was not an American citizen, she asked me for my passport. I told her I had a green card, that would prove I am a legal resident. I handed Susan my green card to prove my identity. My green card is valid and it expires in January 2016. Susan accepted it. However, she said the last name in my green card did not match the last name in my driver's license. I explained to her that my green card had been issued under my married name, while my driver's license was under my maiden name. I showed her how the two first names matched, as well as the birth dates and the pictures. Susan said she could not accept me. I offered to show Susan my divorce decree. In such divorce, the NJ Court issues the approval for me to use my maiden name. Susan did not even take a look at my divorce decree, and said she could not accept it. I asked Susan for her last name in order for me to know with whom I was dealing, but she refused to give me her last name saying she was not able to reveal her identity due to security purposes.I asked Susan how I would be able to take the GRE. Susan said that while the last names did not match, I would not be able to do so.I have applied for a change of name on my green card as well as for American citizenship. However, the process takes time. Thank you for taking the time to look into this issue.Sincerely,[redacted]Desired Settlement: I would like a full refund as I was denied to take the GRE.

Business

Response:

Voice message was left today 7/21/15 providing my (Doreen S[redacted]) direct contact for test taker at phone number [redacted] informing her that refund was already issued. Refund was processed on June 5, 2015 for $195.00. Refund credited to [redacted]

Review: I had signed up to take the GRE for September 6, 2013. I realized on August 18th, that I no longer wanted to take the exam. So I looked up the policy, and from the website "http://www.ets.org/gre/revised_general/register/change/" I saw that there was no penalty for cancelling the exam before 4 business days prior. So I cancelled my exam on August 18, 2013. I immediately then called Prometric, the company whose phone number is listed as the customer service help number for ETS and the woman I spoke with indicated that I would be refunded the FULL amount ($185) back to my account within 7-10 business days. Two business days later I was refunded exactly half ($92.50). I began a dispute with my credit card company for the remaining amount. When I looked further into the website, I saw that it said under the Fees & Policies section that "Fees and Policies

You must change your GRE® revised General Test registration no later than four days before your appointment or your test fee will be forfeited. For example: the deadline to reschedule a Saturday appointment at a testing location in the United States is Tuesday." This seemed to confirm what I had thought and the Prometric agent had told me. Later on the page (at the very bottom, it suggests that you actually only get 50% of your money back if you cancel at least 4 days before the test is scheduled. This information was buried in their policy, and not stated over the phone when I called. I called ETS on September 3rd, to get some clarification, and spoke to an incredibly rude customer service rep that told me " I don't know what Prometric told you, but its wrong and no one can help you with this". Not only was the information completely misrepresented, but the customer service was unaware of any solution and rude. He also suggested that these issues don't ever get resolved. He also told me that the company kept half for the "seat they reserved". At this point, that day & time is still available for that specific section.Desired Settlement: I would like the remaining $92.50 credited back to my [redacted] card that I used to pay for the exam.

Review: I created an account and registered for a test May 31, 2015. When I typed out all of my information, everything matched what was on my forms of identificiation as Educational Testing Service requires. June 9, 2015, when I arrived to take the test I was denied entry due to my name on their roster not matching the name on my license. My last name is hyphenated and only the second half of the name appeared on their roster, but I entered all of my information as it was on my driver's license. The receptionist said I had to reschedule. I was unable to do so online, so I called and was told I was out of my initial $195, and I have to make a new account and spend another $195 even though I did what I was supposed. There was no error on my part, but they failed to provide me the product I paid for. I was instructed by the representative to go online and file a complaint. After filing and explaining my case to them again, I received a response stating that my issue was already discussed by phone and that they were happy to have assisted me without ever actually assisting me.Desired Settlement: I want a full credit towards a testing session or full refund due to the lack of a service being provided by the company.

Business

Response:

Phone message left with customer awaiting call back for resolution.

Review: On 11/12/14, I was planning to register to take the GRE on 12/9. I have never taken the test before and it wasn't until I got to the last page and typed in my debit card info that I realized the cost ($195). I had to switch browser tabs to check my bank account balance. I realized I could not afford to schedule the test, switched back to the ETS tab, and X'd out. That evening, I found a confirmation email in my inbox and, after checking online with my bank, found that ETS had charged my account $195.

Right around 8 a.m. the next morning (their opening hour) I called and explained that I hadn't submitted my order and that the registration shouldn't have gone through. I was advised that only half of the fee would be refunded due to "administrative costs" and "holding the seat." I was also told that by clicking on "Submit" that I had agreed to these terms; however, I never actually clicked "Submit" and this was apparently a technical error. It was obvious by the short window between "registering" and calling to dispute the registration that there had been a mistake; furthermore, no seat was held and no administrative costs had occurred. In fact, the representative claimed she couldn't even find me in their system yet.Desired Settlement: I would like the appointment cancelled and the full amount returned to my bank account.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[redacted]] Sent: Monday, November 17, 2014 12:58 PMTo: [redacted]Subject: [redacted] Revdex.com Case [redacted] APPT [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding registration and billing of test fee for the GRE Revised exam. The review of the registration activity does indicate confirmation and Appointment number [redacted] for this exam. An exception is granted to refund the test fee for this test administration. If I may of any further assistance, please let me know. Regards, [redacted]GRE Services

Review: I am scheduled to take the GRE on May 1, 2014. I called ETS because I needed to reschedule the appointment. I have a brother with Stage Four Cancer and my family has been advised that there is nothing more the doctors can do for him and they have released him to hospice. I live in [redacted] and my family is in [redacted] I advised the representative that I needed to be there for my mom to assist with his transition to hospice. I will be traveling on May 1st. I will not be able to be in attendance for the exam. If I do not show for the test, I will lose $180. Also, if I reschedule the exam I was advised that I'd have to pay an additional $50 to reschedule.Desired Settlement: I would like to be able to reschedule the appointment to a different date without having to pay the $50. If I am unable to take the exam on the 1st, I would like to know that my initial $180 isn't lost.

Business

Response:

Dear [redacted]

This is to confirm your conversation with, [redacted] on 5/8/14. Unfortunately, you tested on you scheduled date of May 1st because you didn't receive an answer from the GRE Internet group.

We apologize for the delay in response and wish to extend our an offer to voucher you for a free retest should you feel that your testing was impacted by the situation. You can email your request to the attention of [redacted] in Test Taker Advocacy.

My Regards,

Manager of Test Taker Advocacy.

Review: I signed up to take a PRAXIS test through Educational Testing Service (EDT), the date of the test was June 15, 2015. I used the account on-line that I had when I attended college prior to 2001. When I arrived to take the test on the date mentioned above I was told that I could not take the test because the "admittance ticket" was in my maiden name and my ID did not match. Well, of course it didn't - I haven't been [redacted] since 2001. I had not noticed that the ticket was in my maiden name. I then was given a number to call in which they informed me that the money was not refundable even though the service was not rendered (i.e. I was not allowed to take the test). I tried in vain two subsequent times to explain my dilemma and was told that basically there was nothing they could do it was my fault and that somewhere on their website or registration materials that it states that if the the ID doesn't match the ticket I wouldn't be refunded the money or allowed to take the test. I have looked all the materials over and have not found those words. Since I was getting no where I went through my [redacted] account which I used to pay for the test and they were able to get my money returned so I figured the issue was resolved. That was until I received a bill from ETS-The PRAXIS Series today stating I owe them $135. (the same amount as was refunded and that I paid originally). I again called and explained and told them what had happened and after 2 times of placing me on hold and speaking to me the operator I spoke to said basically I owe them the money and it doesn't matter whether I took the test or not and I would be continually billed until I paid them the full amount. Yes, I know I failed to look at the last name, however, I do not understand how they can legally charge me for a service that was not rendered. There is no way I can shell out this amount of money to pay this back, again, let along pay double the amount to pay it back and take the test.Desired Settlement: Ideally I would like my account under [redacted] cleared and be told in writing that I do not owe them any money and they will not further contact me that I owe them anything under [redacted] or [redacted] or [redacted] And for the company to make visible that if your ID does not fully match your "Admittance Ticket" you will not be allowed to take the test. I also think it's pretty bad business to not refund and clear your account when the service is not rendered.

Business

Response:

Please see our response below:From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, August 05, 2015 12:38 PMTo: [redacted]Subject: [redacted]) CUST NO [redacted] Revdex.com Case [redacted] / ETS Case [redacted] Dear [redacted] Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the ID policy set forth by ETS with regard to the balance of $135 for your Praxis registration of June 15, 2015. It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. At the end of your registration process it asks "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying and finalizing the registration, that they have read all policies and procedures set forth in the Praxis Series Information and Registration Bulletin (ID policy on page 10) at [redacted] On page 10 of the Information and Registration Bulletin, as well as on the website, [redacted] it states, "The name you use when you register must exactly match (excluding hyphens, accents and spaces) the name on the identification (ID) documents that you will present on the day of the test." Also on page 10 it states that "You are responsible for ensuring that the name you used to register exactly matches the name on the ID document you will present at the test center." It further states that "Your test fees will not be returned if you are not permitted to test or if your scores are withheld or canceled because of invalid or unacceptable ID." It should be considered that the fees we retain are used to recover the fees we are charged for seat time, which is assessed regardless of whether or not a person actually takes the test. As such, Educational Testing Service (ETS) is unable to comply with your request to remove the $135 balance owed, which includes a $20 chargeback fee from the banking institution. Further services from ETS will not be rendered until this balance is satisfied. Thank you for taking the time to contact us and granting us with the opportunity to provide clarification regarding your complaint with the Revdex.com. I wish you success in your future professional endeavors. Sincerely,Linda M[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: no agreement has been reached. I responded to the Company with the following. I totally understand your legal speak, however, it never occurred to me that my "admittance ticket" was not in my current last name. The account I used was the account I used when I took my very first PRAXIS test before I got married. I honestly assumed that it was updated since I have not held my maiden name since 2001. At this point in time I am not able to financially send you the $135, and honestly the only way I will send it in the future is if you will allow me to take the test I registered for, under my current name. I honestly think that it speaks volumes that a company like yours will not accept that it was a honest mistake and that you expect payment for a service that you did not provide.Sincerely,[redacted]

Regards,

Review: Dear

I’m currently applying for a Master in the MBA program in SIU Business College. I was asked to do the TOEFL exam in order to be accepted. I took the test on Saturday 06/27/15 and got 23 in the listening, 19 in the speaking, 18 in the writing, which are high scores, however in the reading, I was surprised to see that I got a miserable unjustified “2” which is definitely a mistake. I did reported that by email yesterday (08/08/15) to the ETS TOEFL Company, and also called them by phone twice in order to ask them to review my reading part. The first one said that “he can’t do anything and they can’t review my exam because I checked the option to send my score to the SIU grad school”. I did call them again at 2:16 pm. Elisabeth from ETS TOEFL company confirmed that they received my email to open an investigation, and that they will review my reading score. Elisabeth said: “it’s clear that definitely there is a big gap between listening/speaking/writing scores and the reading score, which is unusual and very strange”, but they do had sometimes technical issue (problems with the computers /system which doesn’t register the answers).

I received a call this afternoon (07/08/15) at 1:35 pm (case number: [redacted]) from ETS Paducah. Mark H[redacted] an ETS representative, said that they completely refuse to share the copy of my exam with me, which I paid 190 dollars for it. I’m pretty sure by a 100 % that I did answer well the questions. This score affect negatively my acceptance in the MBA program in the [redacted] University at [redacted]Desired Settlement: Because the US law don’t discriminate people on depend of their origin, race or ethnicity, and since all these values are protected by the constitution, specially the right to access to any kind of information with social, educational and personal character, I ask you please to help me to exercise my full right to access and check my own ETS TOEFL exam copy which I did pay money for it. The fact of hiding such information in a democratic country with independent institutions is a cruel violation favoring more fraud, cheat and lack of transparency from these kinds of private companies. Saying that nobody does have the right to check his own personal data regardless of the consequences and that they can't even share a section of my exam is totally inacceptable.

Thanks for your comprehension and help with this matter,

Hope hearing from you soon,

Best regards

Business

Response:

Please see our response below:From: TTA TOEFL Response [mailto:[email protected]] Sent: Thursday, July 09, 2015 3:24 PMTo: [redacted]Subject: [redacted] - June 27, 2015 TOEFL Exam - Case #[redacted] - DJ [redacted]] Dear [redacted] Your complaint to the Revdex.com (Revdex.com) was forwarded to me for a response. You have expressed dissatisfaction with the score in the Reading section of the June 27, 2015 iBT TOEFL exam. We have reviewed your Reading section and we could not find any testing or scoring irregularities. You received 55 questions and you were given 80 minutes to answer all of the questions. The iBT TOEFL test does not have a question and answer service that would disclose the detailed scoring information for the Reading and Listening sections. Some test questions are used multiple times with different versions of the test. Earning 2 points in the Reading section does not mean that you only answered 2 questions correctly. Some test forms are easier or more difficult than others because it's impossible to build every form of exact difficulty in practice. The 80 minute allotted time limit elapsed leaving 19 questions unanswered in the Reading section. We hope this information has been helpful and wish you much success in your future academic endeavors. Sincerely,Doris L. J[redacted]Test Taker AdvocacyTOEFL Services ?

Review: I made an e-check payment on 3-10-14 of $25.00 for an additional GRE score report. I received a bill on 3-31-14 saying that my "Credit Card Payment" of $25.00 was not processed, and I therefore now owe $45.00 to ETS ($25.00 + $20.00 "Chargeback Fee"). When I called the first time, the woman confirmed the attempted credit card charge and agreed to give me the last four digits of my card number/account (which was actually not my account number, but they are the last four numbers of my routing number). One of the following two times I called (after I had checked with the bank twice, and who have no record of any payment even attempted to being processed), I was told that there is really only one option for payment on the ETS website (credit card) and not an e-check option. The fourth and final time I called and after I had continually asked for information regarding what numbers or account was processed to try to see where a mistake may have occurred, I was told that the information could not be provided because they didn't have it, but just that the numbers of my account did not match up. The man tried to explain away this mistake as me using the wrong web browser or entering my e-check information in the credit card section (I have made e-check payments to other places before). Based on the fact that I have a confirmation number saying my order was successful and it was an e-check and a bill saying that my payment was processed as a credit card (which ETS could not explain when I asked them about this discrepancy), I believe that my routing number may have been processed as a credit card, and therefore, the payment did not go through. They still insist that I must pay the $20 fee and wouldn't offer any solution aside from that.Desired Settlement: Based on the hassle, discrepancies with both the bill and my confirmation and what different representatives told me when I talked with them, and lack of information after calling four times, it would be ideal if they would waive the $45.00 fee altogether. However, I would at the very minimum like the $20.00 charge taken off of my bill.

Business

Response:

Please see the summary of a phone conversation with the customer below:

After a conversation with [redacted] on 4/8/14, [redacted] agreed to pay the $25 fee for services rendered and [redacted] agreed to waive the $20 penalty.

Review: On Sunday 9-29-2013, I registered for the GRE revised general test. Upon registration, I received an email confirming my registration. On that email was a section stating that I "must reschedule or cancel [my] test registration no later than four days prior to [my] test date or [my] test fee will be forfeited." Later that day I decided to cancel my registration, and I felt secure in knowing that my fee would not be forfeit. I was, after all, well prior to the four days noticed stated in my confirmation email. However, once I cancelled I was informed that I would still have to forfeit half of my registration fee (which comes out to about 90 bucks). I feel that the policy regarding the forfeiture of half my fee was inadequately advertised. Don't get me wrong--I'm sure it's in the small print somewhere, but by stating that my fee would not be forfeit if I cancelled prior to the four day mark is misleading.Desired Settlement: I would like to either receive my full refund or cancel my cancellation. If I have to needlessly waste money, I'd rather waste the whole 180 and take the exam than waste 90 for no reason.

Business

Response:

Please see our response below:

Dear Mr. [redacted],

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the 50% refund received for canceling the GRE® revised General Test.

It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. The test and registration fees we collect go toward the development, planning, and administration of tests as well as the scoring of tests and the reporting of scores. These fees support a multitude of activities needed to administer the tests, and score and report the test results, which include but are not limited to…

Registration system maintenance and support, test material production, shipping expenses, test center facility and staffing costs, scoring activities (which as you know, are very complex and involve a number of steps to ensure accuracy and fairness) and Quality control for all activities.

You are given the following message before completing the registration for GRE®:

"By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at [redacted].

Please note that you have been refunded 50% of your registration fee as of October 1, 2013. As such, Educational Testing Service (ETS) is unable to comply with your request for a full refund. I understand why you would think that it would be more acceptable to receive a 100% refund instead of what was received. However, this is ETS policy and the Revdex.com is very aware of the policies and procedures set forth by ETS.

I regret that I cannot comply with your request of a full refund and wish you much success in your future academic endeavors.

Sincerely,