Educational Testing Service (ETS)

Review: My husband came down with an unexpected illness, and was admitted into the ER at the hospital on Friday 10/24/14 and remains in the hospital today where I have been staying with him. As my husband's health proxy and the one responsible for his medical decisions I am unable to take my scheduled GRE exam tomorrow 10/30/14 at 13:30 (Confirmation number [redacted]. I spoke with [redacted]ID #[redacted] from the GRE information center on Monday 10/27 who informed me that I could not re-schedule the exam because it was against policy to reschedule less than 4 days away. I requested to speak with a manager who refused to talk to me stating that the policies to reschedule within the 4-day window would be the same as [redacted] had explained (only possible for a death or certain military exceptions?).

[redacted] did offer that I could fax my husband's medical records as proof of his condition to request an exception to the policy; apparently with no regard or knowledge of HIPAA laws. I guess I'm confused on why I would have to appeal or request an exception at all. It is absurd to me that in such a situation that ETS is requiring me to jump through hoops to merely change a test date when I should be focusing on my husband's well-being. I am not trying to get a refund here or even avoid paying the rescheduling fee. This is an emergency situation that requires some consideration, and I am appalled at ETS's refusal to acknowledge such a request given the circumstances.Desired Settlement: I would like to reschedule my exam for a later date without forfeiting the $195.00 I've already paid to take it.

Business

Response:

Please see our response below:?From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, October 31, 2014 9:13 AMTo: [redacted]Subject: [redacted] - October 30, 2014 GRE Test - Case #1[redacted] - DJ [#[redacted]] Dear [redacted] I am writing with regard to the GRE® exam that required rescheduling due to your emergency issue. Thank you for providing the documentation so that I can provide a voucher for you to reschedule another exam free of charge. Please use the voucher below for scheduling a new exam date in your online GRE account, or by calling Prometric at [redacted] This Voucher is good for one year from today's date. Voucher: [redacted] 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.

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. Note, Customer Advocate [redacted] was extremely helpful throughout the process once I filed my Revdex.com claim. She showed compassion for my situation and helped me navigate the inconvenient process GRE requires to verify an emergency. Other customer service reps at GRE could benefit from sensitivity training to learn how to be more like [redacted]. Regards, [redacted]

Review: To whom it may concern, I was scheduled to take the TOEFL exam on January, 9th, 2015.

TOEFL order# [redacted] TEST#APP ID# [redacted]. Site ID# [redacted] I arrived early at the test center but when I showed my passport to the person in charge, they said that the name on the registration form did not match my ID and I needed to call the ETS to solve the problem. I called ETS and because it was a Saturday, all offices were closed. I have

taken ETS TOEFL tests in my city twice now and have been given misleading information at

both (different locations asked for different id's) although I've never been refused with

no chance to even take the test. My green card is valid and my state drivers liscense, but

I was asked if I was a citizen(why?) I said no, i'm a permanent resident and was told

passport was needed as it supersedes other id's for aliens. My passport is still valid but

in my maiden name (only can be changed by flying to my country of birth) and it was

rejected. My husband had to leave his job and grab all supporting information just to be

told the facility was afraid of loosing its contract with ETS if I started the test and

besides its "too late". ETS needs to run a tigher ship, different locations should all ask

for identical supporting documentation. How can different testing sites (in the same city)

not be in sync with ETS?

I'm not asking for a money refund, just a chance to take the test i've paid $190 (payment

transaction# [redacted]) for and am qualified to take. It seems by the complaints i've read

here someone is taking advantage of foreign nationals monies and few of us know the proper platforms to have our voices heard. Please take this chance and do the honorable thing by rescheduling my exam or if not possible, refunding all monies due so I can pay for another exam. I will post this complaint as "positive" after I feel this company makes a reasonable effort to resolve this serious issue.Desired Settlement: A reschedule to take the test I've paid $190 for and am qualified to take. If not possible, refunding all monies due so I can pay for another exam.

Business

Response:

This case resides with our Office of Testing Integrity. They are gathering information to conduct and investigation. They will be in contact with candidate, once their investigation is complete. The number for the Office of Testing Integrity, is [redacted]

Thank you.

Judith D[redacted]

Operations Manager

Test Taker Advocacy

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This business has so far refused to make an effort to even work out a resolution.I waited for their investigation and received no response. Finally, I called the number listed for an update and talked to customer service who gave me more "tail chasing" answers. The final answer was that once you've paid there if are any issues whatsoever(at their discretion) before, during, or after testing you are disqualified with no re-testing or chance of any full or partial refund. (contrary to what I've read in the Revdex.com case histories). *Please keep in mind this is my THIRD TIME taking the test and the first time I've been rejected to sit for the test.* Furthermore, when refunding or credit toward another test was mentioned (as I discovered was possible here on Revdex.com) I was told that was the "scheduling department's issue, and I would have to call them". Unfortunately, we the people are forced to use ETS as they have become a monopoly in reference toward TOEFL testing, which is a requirement to further my education and career.Thank you for your time.Regards,[redacted]

Business

Response:

The customer was contacted by phone on 1/27 by the Office of Testing Integrity.

Review: Dear Sir,

I wrote my Toefl IBT exam on Jan 31, 2015 and below my registration information

Name: [redacted] Registration no: [redacted] Profile Address:

[redacted] Test Center Name: Toronto College of Technology-[redacted] Test Center Address

[redacted] Ave. [redacted]

During my exam, I experienced a technical problem then I called the administrator who couldn't solve the problem and asked me to wait until the end of the exam and she will report this issue to the main office so they will give me a refund or a ticket to rewrite the exam. I wasn't satisfied with her answer and I asked her to provide me with a written confirmation which I have already.

I waited for 2-3 days then I emailed the main office but no body got back to me so I phone called a week after and they asked me to give them a week more because of the snow storm!

2-3 weeks after, I called (that was Friday March 13 at 7 pm) and the person who answered me told that the admin should have provided me with a ticket right away and obviously she didn't do her job properly. So, he asked me to fax the letter she provided me with and he will contact her supervisor and give me an answer.

I did faxed it on Monday March 16 then I waited a couple more days then I called to follow up. The representative who answered me on Wednesday March 18 her name is [redacted] and her No. is [redacted] asked me to give them more time a week to 10 days more.

Until now I haven't received any response or action.

I will fax the letter I have to your office by today from my work place because I can't send it by email.Desired Settlement: Since I missed the deadline for my application to the CARMS (organization which arrange the residency match for physicians in [redacted]) because of that an I have to wait for the next year match. I need a full refund of the fee I paid for the exam plus the CARMS application fee I paid and I missed the deadline.

thank you.

Business

Response:

see attached

Review: I went to take Toefl test with my friend, [redacted], on July. 26 2014, we are non-u.s. citizens. ETS staffs did not allow us take the test just because we forgot to bring our passport, but we registered Toefl test with our driver license and also brought our driver license.

Their actions broke the contract.

"If you are not a U.S. citizen and you are testing in the United States:

You must present a valid passport with name, photograph and signature."

This statement is under the title of ID Requirements in the Country/Location Where You Plan to Test, in this website, http://www.ets.org/toefl/ibt/register/id. So passport should be treated as a kind of ID requirements. And on the registration confirmation, it states, "If you do not meet the ID requirements, ETS may automatically cancel your test scores." Okey, now let's combine those two statements into one sentence:

Non-u.s. citizens must present a valid passport with name, photograph and signature; if not, ETS may automatically cancel their test scores.

Therefore, in the case of [redacted] and me forget to bring our passports, ETS ONLY can or may automatically cancel our test scores, ETS CANNOT prohibit us take the test.

After this trouble happened, I tried to make compromise with ETS customer service, but they refused to commit their mistake. They let me read this statement on the same website, "If you do not bring valid and acceptable ID, you will not be permitted to test and your test fee will not be refunded." I think they were intentional misleading me, in this statement, the precondition is: if we do not bring valid and acceptable ID. There has the definitions of what "valid" and "acceptable" is in the in same website, I checked them and found we didn't meet this precondition, we brought our driver licenses and our driver licenses were "valid" and "acceptable". Moreover, why ETS has two different and unclear explainations of their policy? I think they involve intentional fraud!Desired Settlement: ETS broke the contract and wanted to get free money from us, because they know most international students always keep silence, their action is illegal and unmoral! We are international students and not good at English, but this doesn't mean we would not protect our rights!

1. Formal apology.

2. Refund our test fee.

3. Pay our taxi fee, we have paid 50 dollar to our driver for that test.

Business

Response:

Please see our response below:?From: TTA TOEFL Response [mailto:[email protected]] Sent: Monday, August 11, 2014 10:27 AMTo: [redacted]Subject: [redacted]uly 26, 2014 iBT TOEFL Exam-Case#[redacted] Dear [redacted], We are writing in regard to your TOEFL iBT test you were scheduled to take on July 26, 2014 . It is unfortunate that you were not permitted to take the TOEFL® test because you did not present the required identification document(s) at the test center. As it is explained on your registration conformation and on the iBT TOEFL website: "If your Testing OUTSIDE Your Country of Citizenship, you must present your passport as your primary identification document". The test center administrator was following TOEFL program policy in not admitting you to the center. Unfortunately we can not comply with your request for taxi fees, however as a one-time exception, a refund 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 encourage all our test takers to review the policy and procedures for the TOEFL iBT prior to scheduling an appointment. If the proper ID is not presented when you test again, you will not be able to test and your test fees will not be refunded. We wish you every success in your professional endeavors. Sincerely, [redacted]TOEFL Test Taker Advocacy

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Unacceptable attitude. ETS hides the important information that I cannot take the test if I don't bring my passport, and ETS just use ambiguous statement, "if you do not meet the ID requirements, ETS may automatically cancel your test scores," on the registration confirmation paper. This is intentional misleading, which is illegal and violate business ethic, I lost my time and spent meaningless money because of its damage. I'm really unhappy about their attitude, they denied all their fault, and just returned my test fee. ETS is a large international company, I hope it can be responsible for its fault. Again, I require formal apology and repay my taxi fee.

Regards,

Review: Summary: Excessive cancellation charges for canceling a mistakenly ordered test, without previous notification.

Story: I registered for an exam with ETS based on faulty information from the ** Dep't of Education. Five minutes later I realized that the info I had been given was false, and I canceled my registration, only to find that I was being charged a 50% cancellation fee, which amounts to $77.50. Neither the customer representative at ETS nor his supervisor would waive the cancellation fee. After much searching, I did find a clause on the 10th single-spaced **ge of an "Information Bulletin" that it took six clicks to get to, that said there "may" be a 50% cancellation fee. But for such a high fee, ETS should have made a point of alerting me to this possibility before I registered, without having to search, search, and read, read, read to find the cancellation policy. I am a single mom who has just graduated from a degree program with a mountain of student debt, and I cannot afford to throw away $77.50 like that, especially when 1) the delay between registration and cancellation was so short, and 2) no person ever even handled any of my data -- it all took place in cyberspace. I have requested that the ** Dep't of Ed issue an authorization to waive the cancellation fee since they provided me with the wrong information, but as you can imagine, that's pretty unlikely.Desired Settlement: Refund of $77.50 cancellation fee, in any form

Business

Response:

Please see our response below:

From: TTA TOEFL Response [mailto:[email protected]]

Sent: Tuesday, May 27, 2014 10:51 AM

To: [redacted]

Subject: [redacted]

Dear [redacted],

ETS was notified by the Revdex.com (Revdex.com) about your dissatisfaction with the cancel/refund policy regarding your Praxis II registration for the Speech-Language **thology (5330) exam for the state of [redacted]. In your letter to the Revdex.com, you stated that you only received 50 percent refund and you quoted policy information which you believe to support a warranted 100 percent refund.

You stated that after much searching, you found a clause that said there "may" be a 50 percent cancellation fee. This information was posted under the “Cancel a test” general information policy. Refund information is posted on our Web site, www.ets.org/praxis, as well as **ge 11 of The Praxis SeriesTM Information Bulletin under the specific heading “Test Fee Refunds” and it details the refund policy for both **per-Delivered and Computer-Delivered Tests. This policy states, “If you cancel your registration no later than four full days prior to your test date, you will be eligible for a refund of 50% of your test fees.” Before every registration is confirmed, the examinee must acknowledge that the about-to-be-submitted registration is correct and must state that he/she agrees with the policies and procedures. The confirmation number indicates the these policies are fully understood and agreed upon.

You also noted that you found the cost of the test to be exuberant. ETS develops and annually administers more than 12 million tests worldwide. Test, registration, and service fees are required to recover the costs incurred in the development, planning, and administration of tests. We must also state that once the registration is confirmed, it becomes a valid contract and our company is contractually obligated to pay the third party entity for the seat even if you decide within minutes later to cancel. We understand your dissatisfaction with the fees we charge to administer our tests; however, it is necessary for us to charge this fee to recover the costs incurred in providing this service.

The review of this case conducted on your behalf indicated that the refunded amount was processed as in the agreement at the time of the registration. The test you canceled (5330) is still a requirement for the state of Pennsylvania and the Pennsylvania Department of Education will accept this test through September 30, 2017.

If you wish to explain why you feel you were given incorrect information by the State, you may respond with this e-mail with the reason and request the circumstances to be reviewed as an exception. However, at this time I cannot comply with your request for a full refund since the refund you received was processed according to our established agreement.

I hope this information is helpful, and I wish you continued success in your professional endeavors.

Regards,

Test Taker Advocate

The Praxis Series

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Reasons detailed in email to ETS, attached.

Regards,

Business

Response:

Please see our response below:

From: TTA Praxis Advocacy [mailto:[email protected]]

Sent: Thursday, May 29, 2014 9:28 AM

To[redacted]

Your complaint to the Revdex.com indicated that ETS did not comply with its policy in providing you the refund you requested. You also quoted sections of the Bulletin which you believed supported your request. My purpose in that response was to indicate that the Information Bulletin does mention the 50 percent refund and that the processing was done according to the Refund policy. The request you are making is not based on policy but rather as an exception.

A request was further made for you to provide us with the circumstances for this exception. The Praxis Series Tests are available to everyone who needs them. Test takers may take the exam for any state and because each state has its own requirement, it becomes the test taker’s responsibility to determine which test is needed and that state’s requirement for this test.

As a goodwill gesture, an exception is made for a balance refund. This process takes 7 to 10 business days.

Regards,

Review: I booked 3 tests through the ets website. One of the testing times was taken while I was finishing shopping. The system told me at checkout that one of the test times could not be booked. The ets system then charged me for all 3 tests and refunded the canceled test amount a few days later.

When I went to reschedule the cancelled test, I grew frustrated with the ETS system. It didn't allow me to reschedule at the checkout screen, but instead I had to start from scratch and book the test again. I wasn't sure which test was cancelled since the website told me only once. I received no confirmation about the cancellation and I struggled to find which test was cancelled in their my account page. I thought I had the correct test selected, but later realized I accidentally rebooked a test I was already signed up for.

I have since contacted ETS asking to change this duplicate test to the test I need. They want me to pay 50% of the cost of the duplicate test in order to cancel my registration and book the correct test. I told them I didn't believe that was fair since their system was the cause of the initial issue.Desired Settlement: I'd like to exchange my April 9th 5732 test for full credit towards a praxis 5161 test.

Business

Response:

Please see our customer response below:

From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Thursday, February 04, 2016 12:33 PMTo: [redacted]Subject: [redacted] - April 9, 2016 Praxis Test - Revdex.com Case #[redacted] - CRM Case #[redacted] - ** [#[redacted]

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a refund for canceling the Praxis I Core Math Exam exam (5732) which was scheduled for the April 9, 2016 test date.

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 response sheets 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) Quality control for all activities.

Before a registrant completes their registration and pays for their exam, they are presented with the following message:

"I hereby agree to the conditions set forth in The Praxis Series 2015–16 Information Bulletin, specifically those concerning test administration, payment of fees, the reporting of scores, and the confidentiality of test questions. I certify that I am the person who will take the test at the center and whose name and address appear on this form."

Therefore, a registrant is confirming before paying that they have read all policies and procedures set forth in the Praxis Information and Registration Bulletin at www.ets.org/praxis.

In lieu of the above information, we have made a one-time exception to policy and refunded 100% for this exam so that you may reschedule for the Praxis II Math exam (5161).

Thank you for taking the time to contact us and thereby granting us with the opportunity to provide clarification regarding refund of test fees. I wish you success in your professional endeavors.

Sincerely,

Doris L. J[redacted]

Test Taker Advocate

Educational Testing Service

The Praxis Series

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: On December 26th I ordered a duplicate score report to be sent to a graduate program for which I was applying. Right after I ordered the duplicate score report, I realized that I had made a mistake. I immediately called ETS customer service, but they were closed that day due to the holiday. I left a message over the phone and received a call the following week (many business days after I left my message) saying there's nothing we can do, I'm the supervisor and there's nobody else you can talk to about this issue. I said this is ridiculous and I don't understand how your system didn't alert me that I made a mistake with this transaction. She explained that this isn't how the system works and hung up the phone on me. So not only was the customer service agent a jerk, but ETS failed to refund me when I clearly made an incorrect purchase. I then disputed the charge with my credit card company noting that I was charged twice for the save thing, which is exactly what happened. Well, ETS immediately froze my account and wouldn't let me send scores to other graduate programs and would not let graduate programs who received electronic scores access my GRE scores. I called and emailed soon after to inquire as to why I was unable to see my scores and send score reports. I was informed that I owed $47, $27 for the score report and $20 because I disputed the charge. Because I wanted to make sure this didn't hold up the admissions process, I paid the fee and moved on. Now that I've gotten into a graduate program, and I don't think ETS can mess with me anymore, I'm filing this complaint. To add to the mix, I received a refund of $27 last night (mind you this is over 2 months since I last complained to ETS), and when I asked for an explanation they really couldn't explain what happened, they claimed I was charged twice by my bank? It just doesn't make sense. They also won't send me the $20 refund for me disputing the charge, yet they were able to send me back the $27?Desired Settlement: I would like a full refund of the $20 that I overpaid as well as a $27 refund for the duplicate report (since apparently the $27 that I received wasn't from me ordering the duplicate report). I would not have disputed the charge had I known that I would be refunded.

Business

Response:

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

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: On 3/18/15, I registered to take the GRE test.

Before paying, I clicked on the link "Reschedule/Cancel Policy" which took me to the following website. http://www.ets.org/gre/revised_general/register/change?WT.ac=rx69

It states that " You must change or cancel your GRE® revised General Test registration no later than four days before your test date (10 days for individuals in Mainland China) 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.".

On 3/19/15, I cancelled the test (well within the four day policy stated above). When I asked about my refund, I was told it would only be 50%. However, this was purposefully left out of the above policy. When I complained that this is misleading and bad business practice, they stated that it was in the fine print and I had agreed by registering for the test.

They need to be more upfront about their refund policy. You shouldn't have to visit several different pages to get the entire policy. All information should be available at the link above.

They are charing a cancellation fee and not being upfront about it. Since this is a fee, it should be listed on their "fee" page. It is not listed. see link. http://www.ets.org/gre/revised_general/about/fees/Desired Settlement: 100% refund.

Business

Response:

Please see response below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Tuesday, March 24, 2015 1:09 PMTo: [redacted]Subject: Case ID [redacted] - GRE - Issued Refund - Revdex.com Dear [redacted] We are writing in response to your GRE Refund complaint. We have made an exception and issued you a refund for the remaining portion of your GRE test fee. Please allow 7-10 business days for the credit to be reflected in your account. Thank you, [redacted] AdvocateGRE 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: Praxis states clearly that test scores will be "10–11 business days after test date". I actually was shown my test scores on the day I took the test, but no rubric was provided. My pay depends on my certification, and ETS has not followed though in reporting my scores as they state on their website.Desired Settlement: if my pay decreases due to False reporting dates stated by ETS, they should compensate my pay. If I failed to deliver my work in a timely fashion, I would be fired.

Business

Response:

Please see our response to the candidate below:

From: TTA Praxis Advocacy [[redacted] Sent: Tuesday, January 19, 2016 1:03 PMTo: [redacted]Subject: Praxis - case [redacted] [#[redacted]

Dear [redacted]

I have received your Revdex.com complaint regarding the score reporting of your recent Praxis tests. Please see the paragraph below that is copied from the Praxis website about getting your scores. There are two types of Praxis tests: continuous and window testing. Continuous testing is offered all the time and the scores are available online 10 - 16 business days after the test date. Window testing is offered during specific test date periods and the scores become available 10 to 16 days after the test date window closes. Both of your tests [redacted] code [redacted] and [redacted] are window testing. Official scoring of the tests begins once the window closes on January 16. Also the reporting date depends on the type of test whether the test is only multiple choice or whether the test is multiple choice and constructed response. Your EE Multiple Subject tests are multiple choice only and are due to report on January 29, 2016. Your PLT K-6 test is multiple choice and constructed response and is due to report on February 5, 2016.

I am sorry that the types of tests and reporting dates were not made clearer to you. Please let me know if you have further questions.

Sincerely,

Steve K[redacted]

Praxis Test Taker Advocacy

Consumer

Response:

Your website is either poorly designed and operated, or you are purposely hiding information from test takers. When searching for "testing windows" on your website, I found no relevant information as to my actual date for receiving my scores. Until this information is made clear, concise, and easily available on your website; I refuse to decline my complaint. If this information is easily available for PRAXIS to provide test takers, it should be given to them freely when they pay their hundreds of dollars to take your irrelevant, biased, and poorly written standardized tests.Please provide test takers with the appropriate information. [redacted]

ETS is the worst organization I had ever seen in my life. They care about money to destroy people and make them lose their self-confidence. I got straight A in my entire life except this TOEFL exam. Unfair scoring and rescoring.

Review: Test Scores not available

I took the Toefl iBT on December 11 2015 and by today January 6th 2016 I still haven´t received my score neither the score is available online. I repetedly have tried to contact EST via email and calling with no one able to give me information about this issues. After which I contacted Prometic (The testing facility) via the Revdex.com and only after that I learned that "a discrepancy was discovered between the candidate's registered name with ETS and the name on the identification that he presented on test day. " I was not informed about this by ETS, I have still not been contacted. This is not the first time I take the test, I have used this same online account before, with my same information there was never a discrepancy reported.

This is time sensitive information I paid USD 190 and I would like to know the score, I would like it delivered. I can be reached via email preferably.Desired Settlement: I would like delivery of my scores or a refund so I can retake the test at a different location. I took the test in Washington DC but I'm no longer living there.

Business

Response:

Please see the response from the Office of Testing Integrity.

We’re unable to complete this review until the signed Confidentiality Statement is received.

There is nothing further that can be done until the requested statement reaches their office.

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. My test scores have been made available to me.

Regards,

Review: I purchased a test date for the GRE from ETS for September 25. Three days prior to the test, I visited my account on the ETS website to verify my registration. To verify my test date, the website required a confirmation number from me that was supposed to be included in the email confirming my purchase. I went to check my email - my inbox as well as my junk mail folder - but found that no confirmation email was ever sent. Because ETS was not available by phone at the time of the discovery, I had to register again for the test to lock in a desired test date - a late test date would severely hurt my graduate school application timeline and I did not want to risk losing a seat. On this second test date purchase, I also received no email from ETS. The following day, during business hours, I contacted ETS. They informed me that I was indeed registered on the day I originally desired. They also noted that I had purchased the second exam. Despite not sending any receipts for my purchases, and paying in full for one test, ETS only offered me a 50% refund - their typical refund for test cancellations - if I hurried up and cancelled that test with the frustrating third party company, Prometric, who takes care of the testing itself. I stated that I was not satisfied and provided with a complaint email address. I received no response to my first email complaint. On replying again, I received an email stating that the matter was solved via telephone. A full refund was acceptable in this case. One full test was purchased already, no receipts were received, and no value was received by me, the consumer, from the second test. Simples misunderstandings are common in the real world. In lieu of a receipt, I was not at fault for thinking I was not registered and wanting to secure a test date. Merely hiding behind policy as if it were gospel is the wrong thing to do. Customers relations should trump policy in extenuating circumstances.Desired Settlement: I desire a full refund of the purchase price of the second test. In addition to that, ETS and Prometric need to get together and determine why some confirmations do not go through to email. It is important that people not only have receipts for their purchases, but important information vital to the test purchased.

Business

Response:

Customer was contacted by phone today, 10/1/14 and advised that we will be refunding the balance of his GRE exam fee.

Consumer

Response:

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 purchased a GRE test on May 18 and needed to reschedule my testing date from the 11th of June to another date. I was not able to reschedule. When I called the numbers the system was not working on multiple occasions for me to even receive a refund. My case number was [redacted]. I would like to receive full refund or an opportunity to reschedule. As when I was finally able to cancel the test my refund was denied and I now cannot take the test.Desired Settlement: I would like to be able to reschedule the test for a date this month and not be charged an additional 200 dollars. I am currently unemployed and this lack of flexibility is creating a financial and personal strain on me.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, June 10, 2015 9:36 AMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted] [#[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 had registered to take on June 11, 2015. According to your complaint, you are seeking a full refund because you state that you had attempted to reschedule your exam numerous times by phone and the system was not working. Please note, test appointments can be canceled or rescheduled via the phone or by the Internet. Our investigation with [redacted] does not show that there have been any recent issues with the IVR phone system or with the scheduling website. Our records indicate that you were successful in canceling you appointment via the Internet on June 9, 2015 at 12:12 AM. 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". I cannot comply with your request for a refund or free reschedule of your appointment. I hope this information is helpful to you and wish you much success in your future academic endeavors. Sincerely, Kelly H[redacted] AdvocateEducational Testing ServiceTest Taker Advocacy Dept

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Very little indication was given in regard to the strictness of the refund policy. I am needing to retake the test in order to get into my graduate program. I have not had any resistance from anyone at the graduate school, but have been met with exceeding obstacles in regard organizations that are meant to support graduate school. I am asking for understanding in this situation, I am currently unemployed and this puts unnecessary strain on me for a test that I don't have a choice in taking. I apologize for the lack of responsibility on my behalf and ask for some way to take the test tomorrow, as I canceled it expecting a refund or some way to reschedule the test. This is not a pleasant situation for me and it is increasingly becoming more and more so. Is there some way to reschedule the test, take it tommorow or receive a refund? Very little has been done and I am without 195 dollars, I ask for some effort in good faith.

Regards,

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, June 12, 2015 11:41 AMTo: [redacted]Subject: Re: The GRE(R) revised General Test/Case#15561108 [#1397459] Dear [redacted]As a good faith gesture, if you register for a new test appointment, I will refund all but $50 of that new test fee. The $50 retained would be for the fee that you would have paid had you rescheduled your exam prior to the penalty period.Regards,Kelly H[redacted]

Review: Last year I became unemployed. At that time I was looking at going to graduate school to to finish my teaching license. I looked at several schools. Most required the GRE and the test was $200 to take. I called ETS to inquire about having the test fee waived. They informed me they couldn't waive the price of the test but they could reduce it and I would only have to pay half of the price ($100). They sent me out the form an I filled it in with the appropriate unemployment documentation and sent them my check for the $100.00. They in turn sent me the voucher for the GRE. It is good until 11/14/2014. Since that time I have looked at many schools. I am enrolled in a program at [redacted] in [redacted] right now for my teaching license in Special Ed, and my program didn't require me to take the GRE because I already have my Masters Degree. So I called ETS and explained my situation to them and asked for my money to be refunded. They said they were unable to refund my money. I said ok, is there another test that I can apply that money to since I don't have a need to take the GRE and I do have to take professional teaching exams coming up. They then informed me that they don't handle the tests I need and even if they did, they couldn't apply the voucher towards another test. I became very frustrated because this seems like a big scam to me. Every company in America gives you your money back or if they can't they at least offer you a credit towards something else you can use. They haven't done either! I want my money back plain and simple. Because of the way I've been treated I would never do business with them again!Desired Settlement: I want a refund of my $100.00.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The voucher was not used and as such could be re-issued to another qualified candidate. In addition because the voucher was not used (due to my being admitted to graduate school without the GRE) I again respectfully request my money back in the amount of $100.00. Every business in America finds a way to give people their money back under circumstances like this and I consider it unlawful to keep someone's money when services haven't been rendered.

Regards,

Review: I was registered to take a GRE test on July 12, 2014, a Saturday. I paid ETS the $195 fee. On the night of July 11th, 2014, I became very ill with vomiting and diarrhea. ETS has no live customer service available on the weekends. Due to this, I called the testing center at which I was scheduled to take the test, Prometric, located in [redacted]their phone number is [redacted]). The proctor at Prometic, [redacted]told me that I shouldn't come in to take the test if I was ill and gave me two phone numbers to call for ETS in hopes that I could reach a customer representative. Both numbers were automated systems, and I couldn't reach a customer service representative. I called the [redacted] Prometric testing center again to tell them that I couldn't reach a customer representative, and I was told by [redacted] that ETS should be able to work with me on rescheduling the test. I called ETS the morning of July 14, 2014, and explained that I had gotten ill the night of July 11th and that I was unable to take the test. The customer representative stated that I had to provide a doctor's note proving that I was sick in order to get a voucher to take another test at no additional charge. I explained that this stipulation was not stated anywhere in their cancel/reschedule policy and that I had not gone to a doctor due to the cost. I spoke to 3 representatives who refused to help me and admitted no fault that this policy is not posted anywhere. When I stated that employees at testing centers were not aware of this doctor's note policy, they simply stated, "They should be." They refused to help me and stated that I had to pay another $195 to take the GRE. I stated that I have Type I Diabetes and that being ill is much more severe for me compared to healthy individuals. They refused to help me and insisted that I needed a doctor's note despite the fact that nowhere on their website and nobody from their company had informed me of this policy.Desired Settlement: I would like the $195 charge refunded to my credit card for the GRE test that I was unable to take due to being very ill. In addition, they need to post on the www.ets.org website that a doctor's note is required if a customer becomes ill and is unable to take a test in order to not forfeit their test fee.

Business

Response:

Please see the response below sent on 7/15:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Tuesday, July 15, 2014 2:01 PMTo: [redacted]Subject: GRE® revised General Test / Case ID [redacted] Dear [redacted] Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint requesting a 100% refund because, due to illness, you were unable to attend the GRE® General Test of July 12, 2014. We do understand there are some extenuating circumstances that may prevent test takers from taking an exam on their scheduled test date. We do have provisions to review these circumstances by a test taker on a case by case basis. Please keep in mind if you were unable to modify your registration within the appropriate time frame, ETS still incurs fees for that seat time. In order to offer the appropriate customer service while attempting to mitigate cost to both the test taker and ETS we have set general guidelines to follow regarding these issues and limit the exception to, emergency medical assistance/hospitalization or death in the immediate family. These exceptions require documentation. "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. If you cancel your revised General Test registration no later than four days prior to your test date, 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. 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. If you change your test registration, you will be charged a fee of US$50. If you do not change your test registration as indicated above, your full test fee will be forfeited. I regret that I cannot comply with your request of a full refund under the circumstances you have presented. However, I will review medical documentation should you choose to present it. Sincerely,[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:To clarify this issue: I understand the policy regarding cancellation/rescheduling of a test. My situation is not that. I became extremely ill the night before a test. My test was scheduled on a Saturday. ETS has no customer representatives available on the weekend. Due to this, I was not informed of their policy that a Doctor's note is required to prove if one has been sick. When I spoke with testing center employees I was told that ETS would work with me to reschedule testing for a different date due to being ill and did not tell me that I needed a Doctor's note to due so. In short, ETS completely failed to inform me that a Doctor's note is required to avoid forfeiting the $195 registration fee if I suddenly became ill before a test.

Their policy of requiring a Doctor's note if a test taker becomes sick isn't posted anywhere on their website, and the testing center employees are not aware of it. In addition, ETS has no customer representatives available to test takers on the weekends even though tests are being administered. Therefore, someone who becomes sick on Friday night has absolutely no means of being notified that a Doctor's note is required to avoid forfeiting a registration fee. You can't punish your customers for failing to follow a policy that you don't bother to tell them. This is bad business, and this is why my complaint is unresolved.

Regards,

Business

Response:

Please see our response to the rejection:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, July 18, 2014 11:59 AMTo: [redacted]Subject: GRE Refund Complaint - Case ID [redacted] Dear [redacted] I am writing in response to your GRE refund complaint from the July 12th, 2014 administration. We are making an exception and issuing you a full refund of the exam fee. Please allow 7-10 business days for the credit to post to your account. We further confirm that you are registered for the July 23rd, 2014 test date. We wish you much success with your future endeavors. Thank you, [redacted] AdvocateGRE Services

Review: On 7-24-14 at 6:17 am (AZ time) I called GRE and spoke with [redacted] My daughter needed to reschedule GRE test date of 7-28-14 to February 2015. It looked as if future test dates at University of [redacted] were listed only through October 2014. [redacted] confirmed and I asked that she cancel her test date of 7-28-14. She said I was within the 4 days of the test date and could cancel. I told her I realized I would only be reimbursed 50% and it would be credited back to my credit card . She confirmed and said I would not see it posted for at least 2-5 days. As of 7-31-14 no refund had been posted to credit card. On 8-1-14 7:30 am (AZ time) called GRE #[redacted] I was told no cancellation had been requested and only shows as "no show"for test date of 7-28-14. Employee [redacted] called Prometric to verify they did not have a record of the cancellation. I requested that GRE investigate as I had followed the GRE rescheduling/cancellation guidelines to the letter and now I am without the refund due to me. On August 12, 2014, I received a response from GRE saying that due to privacy laws that were unable to speak with me directly and have my daughter contact them concerning the matter. My daughter sent two emails to GRE with her contact number to discuss this matter. No one contacted her. On September 30th, I contacted GRE again asking for my refund. The reply from GRE was that "our records indicate we have already communicated with you regarding this matter". Here is GRE Reg# [redacted] In conclusion, I followed the cancellation policy of GRE and I am without a refund. I not only scheduled the test date for my daughter but also paid with my credit card. When scheduling the test date I noticed at the beginning of the call that they advise this may be recorded for training purposes. I suggest they use it to verify calls such as mine.Desired Settlement: I would like my 50% refund due me or $97.50.

Business

Response:

[redacted] spoke to [redacted], mother of the test taker,this morning 11/19/14 to advise we will issue the requested 50% refund.

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: Reserved a test date to take the GRE. In less than an hour, I realized I couldn't take off work to make the test. I cancelled promptly. They refused to give refund after cancelling well before the test date. This policy is unprofessional and is only allowed I am sure because the GRE is a monopoly on quite a few universities. I am unaware of GMAT policies, but if they allow refunds, I would prefer the GMAT over GRE.Desired Settlement: Provide full refund.

Consumer

Response:

I apologize, I believe there is a gre services that admisters graduate exams also in [redacted]. Is there a way to reassign this towards the right company?

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Monday, July 13, 2015 2:43 PMTo: [redacted]Subject: ds Revdex.com 10701653 ETS ID [redacted] Case [redacted] refund [#[redacted] ETS was notified by the Revdex.com (Revdex.com) of your refund request for the GRER exam scheduled for the July 6, 2015 test registration. In your complaint, you noted that you made attempts to cancel your registration within hours. Before the registration is confirmed, the test taker is given the option to cancel. Once the registration is confirmed, it cannot be withdrawn and after processing a seat is reserved and it then costs ETS to cancel this seat. A onetime exception is granted to refund the $97.50 balance of the refund you already received. . Please allow five to seven business days for process to complete. We encourage our examinees to visit our Web site, [redacted], for information on test fee refunds. If I may be of further assistance, please let me know. Regards, Doreen S[redacted]Test Taker Advocate

Review: I was scheduled to take the TOEFL test last Friday in [redacted]; but I wasn't allowed to take it, because I needed a second form of ID, besides my Driver's License.

As soon as they told me the problem, I was asked to go home to get my resident card or passport, but unfortunately I live about 1hr away from the site and there was only 45 minutes to the test time. I called the company's phone # and talked with a representative who created a case # [redacted] and told me to contact them via email.

In the email confirmation and their website it states, that a passport from the country of origin might be needed; but when I registered to take the test in their website, the system asked me for the ID # and type that I was going to provide on the day of the test and I provided my Driver's License. The system processed it that way and I got a confirmation email approving the registration. If I would have been restricted by the site to only input my passport #, it would have been clear that I couldn't use another form of identification, but that was not the case, opening the door to confusion and misunderstanding.

I understand that requiring the passport would be a way to check for immigration status, but in the case of US residents, the passport of the country of origin doesn't include a visa or anything else that proves current valid immigration status. So in my case I should have been restricted to using my resident card to register only. I don't use my passport for much, since I have been living in the US for the last 8 years.

I was present in the location on time and ready to take the test, and of course I wouldn't have expected that based on a situation like that I wasn't going to be able to take the test and even more so that I would lose the money I paid for the test. I offered to bring both my passport and resident card later that day, but they didn't accept it. It looks like a set up to me to make people pay double without taking the test.Desired Settlement: I would like for the company to refund my money since I didn't use their services, and they pushed me to find alternative means to validate my English proficiency.

Business

Response:

Please see our response below:

From: TOEFL [mailto:[email protected]] Sent: Thursday, May 23, 2013 10:59 AMTo: [redacted]Subject: [redacted]

Dear [redacted]

I am writing in response to the complaint filed with the Revdex.com concerning the refund for the iBT TOEFL examination you had registered to take on May 17, 2013. According to this complaint and a report filed by the test center administrator, you were not permitted to test because you did not present valid and acceptable identification on the day of your exam.

Please note, the ID requirements are stated clearly in the Information and Registration Bulletin, as well as on the website, www.ets.org/toefl. It 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 U.S. must present a passport that meets all of the ID document requirements.

Diplomatic and embassy ID cards cannot be used as primary identification in place of a passport.

If your passport is not written in English-language letters, you must also present a supplemental ID that contains your name, a recent, recognizable photo and is in English.

The following documents may be acceptable for admission to U.S. test centers 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 Crossing Card (This form of ID may be accepted only at test centers within 25 miles of the Mexican border.)"

If you do not present valid and acceptable identification on test day, you will not be permitted to test and all test fees will be forfeited. Unfortunately, I cannot comply with your request for a refund of your test fees since you did not present the necessary Identification document(s) on the day of your exam.

I hope this information is helpful to you and wish you much success in your future academic endeavors.

Sincerely,

Consumer

Response:

Review: [redacted]I am rejecting this response because:They are trying to rip people off with their business practices. If my Driver's License was not a "valid" ID, why did they allow me to register in their website with it? They have many different rules about the type of ID's they receive, they are hiding behind the many rules they created to take advantage of people. In their FAQ's (http://www.ets.org/toefl/ibt/test_day/id#04) they state the following:"ID Document RequirementsWith few exceptions, ID documents must meet all of the following requirements. Each ID document must:be an original document; photocopied documents are not acceptable be valid; expired documents (bearing expiration dates that have passed) are not acceptable include the test taker's full name exactly as it appears on the admission ticket bear a recent photograph that clearly matches the test taker include the test taker's signature" The Driver's License I presented is compliant with all their requirements: original document, be valid, my name matching "exactly" with my registration, recent photograph, and my signature. They still didn't allow me to take the test.Also in the same FAQ's page they state the following:"Unacceptable ID DocumentsThe following documents are not acceptable as primary or supplemental ID under any circumstances:Any document that is photocopied or expired Any document that does not exactly match the name you used when you registered International driver's license Draft classification card International student ID Credit/debit card of any kind Notary-prepared letter or document Birth certificate Social security card Employee ID card Any temporary ID card Diplomatic, consulate or embassy ID card" US driver's licenses are not included in their unacceptable documents list. So why didn't they allow me to take the test? The main issue I'm having with this situation is that, their registration process is designed for a percentage of people to get trapped in a gray area of confusion, and then have the person having to pay the test without even taking it. Why are they not clear enough in their website and in their registration process? I presented an ID that complies with their requirements, why didn't they accept it?As a customer I did what I was supposed to do, I was there well in time to take the test, and I brought with me the ID that I used to register for the test. If it was a matter of identifying me, why didn't they allow to complete the test and then just withhold my results until I produced a "valid" ID for their requirements? Regards,[redacted]

Business

Response:

Please see the response below:

From: TOEFL [mailto:[email protected]]

Sent: Wednesday, May 29, 2013 10:53 AM

To: [redacted]

Subject: [redacted]

Dear [redacted]

I am writing cocerning your response to my previous correspondence about the iBT TOEFL exam that you were registered to take on May 17, 2013.

Please note, in the same section of the FAQs under ID Document Requirements which you are referring to, it also states,

"See Exceptions and Requirements if:

•you are testing in Mainland China, Bangladesh, India, Nigeria or Pakistan •you are testing outside your country of citizenship •you are a U.S. Non-Citizen testing within the U.S.

•you are a Citizen of European Union, Schengen Zone or GCC Arab Countries •you have a multiple-part last name •you are in the process of renewing your driver's license •you are in the military and your Military ID does not contain your signature •you have been granted political asylum or refugee status •you have any questions about the acceptability of your ID document(s)"

It is the candidate's responsibility to be familiar with all the policies prior to taking the exam, which includes the ID Requirements. As previously stated, if you do not present valid and acceptable identification on test day, you will not be permitted to test and all test fees will be forfeited.

Regards,

Consumer

Response:

Review: [redacted]I am rejecting this response because:Their response just justify the way they think. The many different instructions they have are not meant to help, they are meant to rob people of their hard earned money. Their website also states the requirements of the document and I comply with those requirements. I guess we are not getting anywhere with them.Regards,[redacted]

Review: I paid to $195 to take the GRE test. I was then told that I may qualify for disability services. I was told that if I cancelled my GRE and then later was able to qualify for disability services, that I would receive a full refund of my $195. I did cancel my GRE test. I was refunded 1/2 of the $195 that I originally paid and was promised that the other 1/2 would be paid when I provided proof of receiving disability services. I sent in my application for disability services with another $195 payment. It took months for the disability services to process my application. I had to spend nearly $1500.00 on additional outside testing with a psychologist in order to qualify for the test. Meanwhile, the application deadlines for one of my schools of choice was passing. I paid $195 to take that test on 11/14 without disability services in order to make the school's deadline. In January, I received disability services and took the test.

I call ETS today to ask for my refund and I got yelled at my a very rude woman named [redacted] agent [redacted] seemed to be angry before I even got on the phone with her. She told me she had the authority to make the exception to not give me my refund.

If this matter isn't resolved in 30 calendar days, I'm going to pursue harassment charges against [redacted] agent [redacted] through the State as well. What else could you call taking money from and yelling at someone with a brain disorder?Desired Settlement: I want ETS to follow through with what they said they would do: refund the other half of the $195 I am owed because I carried out my testing through disability services.

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 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

Review: I contacted ETS a few months ago because I needed to take the GRE with disability services but it required that I go through disability testing again which, for an adult who has been out of college for years, is cost prohibitive. I requested a refund for the test I already paid for, $200, and have not received that yet. I then registered to take the test standard time but when I showed up at the testing center I was turned away because even though I had a state id, I did not have my passport. I called ETS because on the GRE ticket it did not state this and was told that the information was buried in the website. I insisted that was unfair and that information that important should be highlighted or at least put on the admission ticket. An ETS representative said she would call me back the next day and help me settle rescheduling my test but I never received a call back. That was a week ago.Desired Settlement: I would like the first $200 refunded and would like the second $200 used to reschedule the GRE for as soon as possible or I would like a full refund of $400 and I will reschedule my test on my own.

Business

Response:

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.

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, [redacted]