Educational Testing Service (ETS)

Please see our response below:Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the 50% refund you received for canceling the GRE® revised General Test that was scheduled for June 25, 2014.  Our records indicate that you paid the...

fee of $185 for that registration and that you had canceled and received, in error, $97.50 instead of the 50% sum of $92.50. Therefore, I have gone ahead and processed the other 50% of this registration in the amount of $87.50. Since the original transaction for this date was back on December 13, 2013, I had to request a check to be mailed back to your address of record in [redacted]. As for your complaint on the call center agent, I regret that you were spoken in such a rude manner and have escalated your email to the supervisor of that department. The call will be reviewed and improvement plans for the agent in question will be realized. Thank you for taking the time to contact us and providing us with the opportunity to provide clarification regarding refund of test fees for this administration. I wish you success in your professional endeavors. Regards,[redacted]Test Taker AdvocateEducational Testing Service

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]It appears that your dates are incorrect. As stated, I called to reschedule my test five days in advance. There was a lag in the ETS system and the agent could not locate my appointment. Therefore, this is not a "courtesy" refund, in fact. I am entitled to a refund, per the cited policy as stated. Furthermore, a fifty percent refund of $195 does not amount to $77, the amount credited back to my MasterCard. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As per my previous response ( After FIVE MONTHS waiting it's useless for me now, thank you for all the missed opportunities ) Kindly refund my money.
Regards,
[redacted]

Please see our response below:Dear [redacted] Per the Revdex.com (Revdex.com) case and our telephone conversation of today, I have refunded $115 back to your credit card so that you may reschedule the Praxis II Math: Content Knowledge exam at your convenience. Also, so that you know...

where to locate the reference tables, please see the screen-shot information below. As for actual test information, please see http://www.ets.org/praxis/wi/requirements to verify if you are taking the correct Math test. There are two different Math Content Knowledge exams…5061 and 5161. Free test information on each test can be located at: [redacted]  As for the reference table info, for the Praxis II Math: Content Knowledge test 5061 and 5161 the reference tables are accessible for the total duration of the tests via the “Math Reference” tab in the Help tool.  ·         Mathematics: Content Knowledge 5061 and 5161 Screen shots of the General Test Information, which describes the Reference tab, and the actual Reference tab are provided below for your reference.    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.  [redacted]~~~~~~~~~~~~~~~~~~~~Test Taker AdvocateEducational Testing Service~~~~~~~~~~~~~~~~~~~~[redacted] P Before printing this e-mail, think if it is necessary.  Think Green.    .

Revdex.com:
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,
[redacted]

Please see our response below:?Dear [redacted] Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the Identification (ID) Policy and the non-refundable test fee for not meeting the ID policy at the GRE® revised...

General Test that was scheduled for November 11, 2014.  We would like to apologize for any information that may have been ambiguous to you with regard to the ID policy as well as the difficulty you experienced in attempting to resolve your issue. Our intent is always to be forthcoming with all policies and procedures. If anything is unclear during the registration process, we do ask that you contact customer service prior to completion of the registration. We understand that, after the check in process on test day, the center supervisor reviewed your Confidentiality Statement and was made aware that you selected the option that you were not a US citizen. According to our investigation, as well as a report filed by the test center administrator, you were not permitted to test because you did not present acceptable and valid identification on the day of your exam. Your ID needed to include a passport. Your ID requirements depend on your country of citizenship and where you plan to test. Per page 18 of the 2013-2014 GRE Information and Registration Bulletin, as well as the GRE website, www.ets.org/gre is states:"Testing Outside Your Country of Citizenship •You must present a valid passport with your name, photograph and signature as your primary ID document. See Exceptions list.•Non-U.S. citizens testing within the United States must present a passport that meets all of the ID document requirements.•If your passport is not written in English-language letters, you must also present as supplemental ID at least one of the documents listed under Supplemental ID Documents. This document must also contain your name, a recent, recognizable photo and be in English.•Diplomatic and embassy ID cards cannot be used as primary identification in place of a passport.•The following documents may be acceptable for admission if presented along with at least one of the documents listed under Supplemental ID Documents. ?Permanent Resident Card/Resident Alien Card (Form I-551 or I-151) ?Temporary Resident Card (Form I-688) ?Employment Authorization Card (Form I-688A, I-688B or I-766) ?Mexican Border Crosser Card (This form of ID is only accepted at test centers within 25 miles of the Mexican border.)" Once you arrive at a testing center without the proper identification, the test fees are non refundable.  It is the candidate's responsibility to read and understand the Identification requirements prior to arriving at the test center for the exam.  In addition, the policy also states, "Prior admission to a test center based on a given ID document does not assure that that document will be considered acceptable. Test centers are not required to hold your seat if you leave the center to obtain acceptable identification." On your confirmation email from Prometric, it states that: "Identification requirements are strictly enforced. If you arrive at the test center without the required ID, you will not be admitted and your test fee will be forfeited. It is your responsibility to read and understand the ID requirements in the GRE® Bulletin or on the GRE® website at www.ets.org/gre/revised_general/test_day/id."  Please note, as a courtesy, you have been refunded 50% of your registration fee as of today, November 19, 2014. 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 issued. It should be noted that ETS is charged seat time whether a candidate tests or not. This is an exception to ETS policy and the Revdex.com is very aware of the policies and procedures set forth by ETS. As for the $195 registration fee paid to ETS Disability Services, I have verified with that department that they requested a refund check for you on November 6, 2014. Please allow 4-6 weeks from that date for your refund check. I hope this information is helpful and wish you much success in your future academic endeavors.  Sincerely,[redacted] AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Please see the customer response below:Dear [redacted] I left you a voicemail yesterday with my contact information if you wanted to discuss the status of your February 19, 2015 [redacted]  As stated in the GRE Information and Registration Bulletin and on our website,...

test takers are required to register for the GRE with their name exactly as it appears on the primary identification document that they plan to present at the test center.  If they do not, test takers may be prohibited from taking the test or their scores may be canceled.  Since your name did not exactly match the primary ID document you presented on test day, your scores were canceled. If you have any questions, please feel free to contact me at [redacted]  Regards, Stephanie Stephanie D[redacted]Test Security Manager, Office of Testing Integrity

Please see our response below:From: TTA GRE Advocacy [mailto:[redacted]] Sent: Monday, September 22, 2014 10:17 AMTo: [redacted]Subject[redacted] Revdex.com [redacted] ETS Case [redacted] GRE® Fee Reduction Voucher Refund [redacted],  ETS was notified by...

the Revdex.com (Revdex.com) about your dissatisfaction with the cancel/refund policy regarding your GRE® fee reduction program for which you applied. We have documentation of your request for a refund of the amount you paid for the partial cost of the GRE® test fee. I regret that you were not able to use the voucher. ETS offers a limited number of fee reduction vouchers for test takers who may not be able to pay the full cost of the GRE® test fee due to their current financial circumstances.  Test takers who are unemployed are included in this restricted criteria.  Because of the limited number of vouchers available for each testing year, strict policy adherence is required for the application and approval process.  Once the candidate is approved and given a voucher, similar opportunity for the next candidate diminishes and the number of voucher is now reduced.  A voucher issued on an approved status cannot be rescinded or reissued to another test taker.  It is for this reason that applicants are notified prior to applying for this benefit that once issued , there can be no refunds for unused Authorization voucher.   When you contacted our organization, you were given the Website,  for the fee reduction,  and the application form,  http://www.ets.org/s/gre/pdf/gre_fee_reduction_unemployed.pdf,  for the unemployed.  Refund guidelines are listed under the Policies information Under GRE® Fee Reduction Program for the Unemployed, http://www.ets.org/gre/revised_general/about/fees/reductions/.  The issuance of this fee reduction voucher caused another test taker who also qualified to be denied the same opportunity to which you were privileged.  While I understand your change of heart and unwillingness to pursue this venture, the fee reduction processing of this application is complete and the transaction is final.  I regret that I am unable to comply with your request for the partial payment of required fee for this service. I hope this information will help you to understand why we were not able to process your request when you contacted us on September 16.  Thank you for giving us this opportunity to respond, and I wish you continued success in your academic endeavors. Regards,  [redacted]GRE Program

Revdex.com:
Yesterday I received an email from ETS informing that a voucher was made available for me 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,
[redacted]

Please see our response below:From: TTA GRE Advocacy [mailto:[redacted]] Sent: Thursday, October 09, 2014 10:02 AMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted] Dear [redacted] I am writing in reference to the complaint you...

filed with the Revdex.com concerning the GRE® revised General Test that you were scheduled to take on August 2, 2014.  According to your complaint, you received a bill from ETS "detailing $500 in cumulative charges." Please note, our records indicate that there is not a balance due on your account.  According to our investigation, you registered on 7/30/14 at 12:28 P.M.  At this point you were already within the penalty period for reschedules and/or cancellations.  On 8/18/14 you processed a chargeback with your credit card company resulting in a delinquent account for a balance of $215 for the original test fee of $195 plus a service charge of $20 for the chargeback processed.  On 9/21/14 ETS was  successful in reversing this chargeback.  On October 1, 2014, as a courtesy, ETS processed a refund back to your credit card in the amount of $77.50 which represents the 50% refund you would have received had you canceled outside the penalty period less the $20 for the service fee for the chargeback you processed.  As previously stated, currently your account is up to date an there is no balance. I hope this information is helpful and I wish you success in all your professional endeavors. Sincerely,[redacted], AdvocateEducational Testing Service (ETS)Test Taker Advocacy Department

Please see our response below:From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, March 18, 2015 9:05 AMTo: [redacted]Subject: Revdex.com [redacted] Revdex.com [redacted] ETS Cust ID [redacted] Case [redacted]  ETS was notified by the Better...

Business Bureau (Revdex.com) that you were not able to complete your scheduled exam on March 16, 2015. I regret the inconvenience. When notified of the issue, you were contacted and rescheduled for the March 21 test administration.  We are also refunding the test fee paid for the March 16 test admin. Please allow five to seven business days for the process to complete. Again, I apologize for the inconvenience.  If I may be of further assistance, please let me know. Regards,  [redacted]Test Taker AdvocateThe Praxis Program

Dear [redacted], I have received your reply from the Revdex.com that you filed regarding the GRE reduction voucher that you purchased. Your voucher was issued one year ago on December 3, 2013. The voucher is valid for one year. If you did not receive the voucher, it is your responsibility to follow through to see what happened. I apologize but I cannot comply with your request for a refund. Please let me know if you have further questions. Sincerely, [redacted] GRE Test Taker Advocacy MESSAGE: Complaint: [redacted] I am rejecting this response because: Your business never sent my certificate. You can make up any rule you want to, it does no justify the fact that you took 100 dollars of my money and never delivered the product. Please return my money. Your company makes enough money. I don't. You are being petty in the grand scheme of things. You cant just rip me off just because the rule you made implies that you can. Please return my money. You did not send my certificate. I will take a new one to replace the one you NEVER SENT. Ive had it with test companies and text book manufacturers scamming college students. From: TTA GRE Advocacy [[redacted]] Sent: Friday, December 19, 2014 2:11 PM To: [redacted] Subject: Case ID [redacted] - GRE Revdex.com Conmplaint - JM Dear [redacted], ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the policy set forth by Educational Testing Service (ETS) with regard to the Fee Reduction Certificates for the GRE® revised General Test. Per the web page regarding how to apply and policies for the Fee Reduction Certificate at[redacted]: ETS offers a limited number of GRE Fee Reduction Certificates on a first-come, first-served basis that are available for college seniors and unenrolled college graduates who meet eligibility requirements. A Fee Reduction Certificate may be used for one GRE® revised General Test and/or one GRE® Subject Test. Individuals meeting the eligibility requirements will be required to pay 50 percent of the full test fee. Fee Reduction Certificates are not retroactive and they cannot be replaced if lost or stolen. There are no refunds for unused Fee Reduction Certificates and no refunds will be provided to examinees who are not admitted to the test for any reason (including unacceptable identification). You agreed to this policy when you applied for the certificate. As such, Educational Testing Service (ETS) is unable to comply with your request for a full refund of $92.50 you paid for the certificate. I regret that I cannot comply with your request and wish you much success in your future academic endeavors. [redacted] Advocate GRE Services

Please see our response below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, March 11, 2015 12:19 PMTo: [redacted]Subject: The GRE® Subject Test/Case#[redacted] Dear [redacted] I am writing in response to the...

complaint you filed with the Revdex.com concerning the GRE® Subject Test you are scheduled to take on April 18, 2015.  According to your complaint, you are requesting that you receive a full refund for your test fees because you wish to cancel your appointment and register for the revised general Test. Please note, the reschedule and cancellation policies  are clearly stated on the website, [redacted] You must reschedule or cancel your test no later than four days before your test date or your test fee will be forfeited.  If you reschedule your test date, you will be charged a fee of US$50. If you cancel your test no later than four full days prior to your test date, you will receive a refund equivalent to half of the original test fee. Please note, when registering for an exam via the internet, you are presented with the following: "By clicking the "Complete Appointment" button below, you agree to all the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." To complete your registration, you clicked "Complete Appointment". To cancel your test registration, contact GRE Services by phone or fax with your request. Your request must include your name, date of birth, address, registration number and test date. Mailed requests must be received no later than four full days prior to your scheduled test date.  If you choose to cancel your test registration for your April 18, 2015 exam, you will receive the equivalent of 50% of your test fees as stated in the policy above. Refunds for paper-based tests are processed after the score reporting date for that specific test administration.  I hope this information is helpful to you and wish you much success in your future academic endeavors.  Sincerely,[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Please our response sent 9/16 below:
From: [redacted] Sent: Tuesday, September 16, 2014 4:21 PMTo: '[redacted]Subject: GRE Registration Complaint Case ID [redacted]
 
Good Afternoon [redacted]
 
We have received your letter that was forwarded by...

the Revdex.com. Your case has been escalated to Test Taker Advocacy for resolution. We apologize for the difficulty you experienced attempting to resolve your issue.
 
Although, we have no way to verify that you in fact confirmed September 23, 2014 we will consider your request to receive a full refund, based on the time it took you to receive confirmation of your registration. As a one-time exception we will process a full refund of your test fees for the exam scheduled for today September 16, 2014. We must first receive confirmation of a No-show from this appointment and verification of your new registration. It generally takes 2-3 business days for that information to be received. Once both is confirmed, we will issue a credit back to the card used for the 16th appointment. Credits can take up to 5-7 business days to process.
 
If you have further questions or concerns, please feel free to contact me back.
 
Sincerely,
 
[redacted]
Advocate
ETS/Test Taker Services
Test Taker Advocacy Group
[redacted]?

See our response sent 3/27/15 below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, March 27, 2015 12:11 PMTo: [redacted]Subject: Revdex.com [redacted] Revdex.com Case [redacted] ETS Case [redacted] ETS was...

notified by the Revdex.com (Revdex.com) about your dissatisfaction with the billing made for the additional score reports (ASR) you ordered. In your complaint, you informed the Revdex.com that you attempted to reverse an order for an ASR but the refund was denied.  This matter was fully investigated and our record indicated that you made a $27 chargeback to your credit card which incurred a $20 chargeback fee. When a chargeback is done, ETS is charged a fee which is added to the test taker’s account who ordered the transaction. The fee for the the initial transaction and the chargeback fee resulted in the $47 fee. Although you believed that you made a mistake in making this order, the system does not recognize the transaction to be in error and must process the order resulting in the cost of services associated with the order. By the time the cancellation is received, the order is already processed.  It is recommended that special attention is paid to the policies and procedures governing the GRE Services. As a goodwill gesture, ETS will pay the $20 transaction fee charged by the bank so that this amount can be refunded to your credit card.  The chargeback was already refunded $27 processing fee for the ASR. Thank you for giving us the opportunity to complete this investigation. I wish you continued success in your academic endeavors. Regards,  [redacted]Test Taker Advocate GRE

[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.]
Revdex.com:
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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I do not feel I should owe you all $20 because of something you are pulling out of a contract. You guys don't need $20 from me, that's made evident by the fact that you wanted $47 and are now looking for only $20. Why not just waive all of it, and then when I've be sending score to other institutions (something I don't need to do through you all, I can just get my university to scan and send the score reports they have in their possession, with a note saying that I wasn't involved in the process) I can pay when I'm actually making a purchase I need.You'd rather lose a long term customer than waive $20? The test alone costs much more than that, along with the price of the books you all sell. Again, why not just waive it all, and save both of us the trouble?
Regards,
[redacted]

Please see the response sent Friday January 30th below:-----Original Message-----From: TTA GRE Advocacy [redacted] Sent: Friday, January 30, 2015 12:55 PMTo: [redacted]Subject: GRE Case ID [redacted] - Revdex.com Dear [redacted] We are writing in...

response to your recent GRE billing complaint. After a review of our records, we confirm that a refund is not due to you.However, we have expunged the registration fee portion of the bill. The remaining charge back fee will remain on your account. You will received an adjusted bill in the mail.  Thank you,  [redacted] Advocate?

Complaint: [redacted]
I am rejecting this response because:I am following up with you because I have been issued a bill for $20 dollars.  I was not allowed to take a test, contacted the Revdex.com and the fee was refunded but am now told that I still owe $20.  My reference numbers with ETS are [redacted] and [redacted] I am merely asking that the fee be discharged since I was not allowed to test and monies for test were refunded. Thank you for your time and consideration.
Regards,
[redacted]

Please see our response to the rejection below:
From: TTA GRE Advocacy [mailto:[redacted]] Sent: Wednesday, October 15, 2014 3:25 PMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted]
 
Dear [redacted]
 
I am sorry you are not satisfied with the results of our investigation however, we cannot comply with your request for a full refund of your test fees. Per the GRE® website, it states:
 
"Canceling Your Test Registration
 
Fees and Policies
•If you cancel your revised General Test registration no later than four days prior to your test date (10 days for individuals in Mainland China), you will receive a refund equivalent to half of the original test fee. For example, the deadline to cancel a Saturday appointment at a testing location in the United States is Tuesday. See Payment and Refund Policies."
 
Since you did not register for the exam until July 30, 2014, you were ineligible for rescheduling your exam or canceling your appointment for a partial refund. The partial refund that was processed was processed as a one time courtesy. 
 
Please note, when registering for an exam via the Internet, you are presented with the following:
 
"By clicking the "Complete Appointment" button below, you agree to all the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization."
 
To complete your registration, you clicked "Complete Appointment".
 
If we can be of assistance on any other matter, please do not hesitate to contact us.
 
Regards,
[redacted], Advocate
Educational Testing Service
Test Taker Advocacy Dept.