Educational Testing Service (ETS)

Review: I can't get test as I only bring my California Driving License. I have been using my driver license for over 13 years in anywhere in the US, and I didn't know I can't use this ID to take a test. They told me I have to bring my passport. I think ETS didn't tell us very clearly that we have to bring passport if we are not US citizen. I spent $180.00 USD but I can't take a test via CA ID. CA driver license is a legal document to verify identification. They really need to put more clear instruction to people who want to take test. We lost a lot of money but getting no service.

Business

Response:

Please see our response below:

Dear [redacted]

Your complaint to the Revdex.com (Revdex.com), Case [redacted], regarding the iBT TOEFL exam you were scheduled to take on February 22, 2014 has been forwarded to me for an investigation. Please accept our apologies for the problems that you encountered when you went to take your exam. You were not allowed to take the exam because you did not present the proper identification documents.

You stated that since you were allowed to use your California driver’s license as an identification document for over 13 years, you should have been allowed to test on February 22, 2014 using the same document. The TOEFL policy states:

UNITED STATES

Acceptable Primary ID Documents

Non-U.S. Citizens

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. The options below are not acceptable.

• Diplomatic or embassy IDs cannot be used 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, photograph and signature and is written in English.

• Your test fee will not be refunded if you are not permitted to test or if your scores are held or canceled because of invalid or unacceptable ID.

This information can be found in the TOEFL Information and Registration Bulletin and on the TOEFL website at [redacted].

Again, we apologize for any misunderstanding of the identification requirements. We encourage all our test takers to review the policy and procedures for the iBT TOEFL exam prior to scheduling an appointment. ETS is sensitive to your concerns however, and it is for this reason we have made an exception and issued a voucher for you to schedule an exam at no additional charge.

For security reasons, the voucher number will not be put in this email. Please use the voucher authorization number displayed in the "View Orders" section of your TOEFL Profile to schedule another test date. The voucher number will pay for the test. You can choose the date and test center location where you would like to test. The voucher is valid anywhere in the world that administers the TOEFL exam. You can contact Prometric to schedule an exam or do it online at [redacted] Use the voucher number as payment.

We hope this information has been helpful. If you have any further questions or concerns, please contact us.

Sincerely,

TOEFL Services

Consumer

Response:

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

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

Regards,

Review: This company refuses to refund charges for services cancelled. They refuse to provide assistance and an explanation for the non-refundable charges. They are they only company in their field, therefore monopolizing the market and making it impossible for consumers to look elsewhere for services. Their customer service representatives and managers are completely unhelpful and unprofessional. Their policy and practices need to be explained before purchase.Desired Settlement: My desired outcome is a full, 100% refund of my money for services that went unused. I would also desire some sort of punishment or public advisement or warning about this company.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Monday, December 08, 2014 2:18 PMTo: [redacted]Subject: GRE® revised General Test Revdex.com Case [redacted] / CRM Case [redacted] Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the 50% refund you will receive for canceling the GRE® revised General Test that is scheduled for January 20, 2015. It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a contract of services to be rendered. The test and registration fees we collect go toward the development, planning, and administration of tests as well as the scoring of tests and the reporting of scores. These fees support a multitude of activities needed to administer the tests, and score and report the test results, which include but are not limited to…Registration system maintenance and support, test material production, shipping expenses, test center facility and staffing costs, scoring activities (which as you know, are very complex and involve a number of steps to ensure accuracy and fairness) and Quality control for all activities. You are given the following message before completing the registration for GRE®: "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at www.ets.org/gre. As such, Educational Testing Service (ETS) is unable to comply with your request for a full refund. I wish you much success in your future academic endeavors. Sincerely,[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Review: They do not have a refund or exchange policy, but when calling to return a book the same day it was shipped as it is the same edition I already have. I was told that they do not give refunds. No explanation as to why they do not do it. I asked to speak with the manager and she was unable to resolve anything or credit me the money to put towards a future exam I would be taking with through them. I also asked for 2 day shipping I received the book 4 days later.

From website:

What is your refund policy?

Educational Testing Service has a NO REFUND, NO RETURNS policy.

Still more questions? Back to Main Help PageDesired Settlement: I would like my money back, for a book that is not usable as they have not changed the edition in years.

Business

Response:

Please see our response below:

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) about your dissatisfaction with the cancel/refund policy regarding the order which you placed with Digital River, Inc. for your test preparation material. In your complaint, you indicated that you requested a 2-day delivery service; however, you received your order four days later. You also indicated that you no longer needed the material and requested a refund.

We conducted an investigation which showed that each customer is informed of the Refund policy and the 2 day process time. The purchase cannot be complete until the customer is in agreement with the policy and process time. Your order was processed and arrived in 4 business days. This would have included process time and the 2 day service you requested.

As such, we are unable to process a refund. Your order was processed as requested and shipped within the scheduled deadline. As indicated when the transaction was completed, this order was deemed non refundable.

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

Sincerely,

Test Taker Advocate

The Praxis Series

Review: An online registration error occurred between the ETS GRE website and the Prometric testing website. When I arrived for my scheduled GRE test, I learned that my testing center had been changed from Roanoke, Virginia, to Charleston, West Virginia, in Prometric's electronic records.

Numerous calls to both ETS and Prometric have failed to resolve the problem or to recognize my right to be allowed to take my paid-for test although I have provided a pdf of my printed registration showing my Roanoke, Virginia, test center.Desired Settlement: I would like a voucher to allow for rescheduling my GRE exam.

Business

Response:

Please see the customer response below:

From: TTA GRE Advocacy [mailto:[email protected]] Sent: Monday, December 28, 2015 1:53 PMTo: [redacted]Subject: GRE® revised General Test / Case ID [redacted] Revdex.com CASE ID [redacted]

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a 100% refund (or voucher to reschedule) for the GRE® revised General Test that was scheduled for December 21, 2015. We are unable to locate a system issue that indicates that the system 'changed your test center from one center to another'.

It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a contract of services to be rendered. The test and registration fees we collect go toward the development, planning, and administration of tests as well as the scoring of tests and the reporting of scores. These fees support a multitude of activities needed to administer the tests, and score and report the test results, which include but are not limited to…Registration system maintenance and support, test material production, shipping expenses, test center facility and staffing costs, scoring activities (which as you know, are very complex and involve a number of steps to ensure accuracy and fairness) and Quality control for all activities.

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

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

As such, Educational Testing Service (ETS) is unable to comply with your request for a full refund or voucher to reschedule the exam. It should be considered that the fees we retain are used to recover the fees we are charged for seat time, which is assessed regardless of whether or not a person actually takes the test.I wish you much success in your future academic endeavors.

Sincerely,

Linda M[redacted] Advocate

Educational Testing Service

Test Taker Advocacy Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The attachments show that documents with the same confirmation number and different test centers were issued by ETS and Prometric. The error was made by the ETS online registration system. I followed correct procedure and should receive a refund.

Regards,

Business

Response:

Please see the correspondence between the test taker and an advocate. The issue has been resolved. Thank you!

From: [redacted]Date: 12/31/2015 10:30:03 AMTo: [email protected]: Re: GRE(R) revised General Test / Case ID [redacted] Revdex.com CASE ID [redacted]

Dear [redacted]

I was so happy to see your message. Thank you so much for handling my case.

I will update my report to the Revdex.com today.

Best regards,

On Wed, Dec 30, 2015 at 8:32 AM, TTA GRE Advocacy <[email protected]> wrote:

Dear [redacted]

Thanks for sending in the attachments that show the issue at hand. It is quite a mystery that I will need to forward on to the systems team. Your file here shows no evidence of an error!

I have refunded the $195 paid for said appointment as I see you have already re-registered for an upcoming GRE appointment.

Regards,

Linda M.

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 am very grateful for the response from ETS. Linda M[redacted] was especially kind and helpful.

Regards,

Review: I paid for a service I did not receive. Educational Testing Service (ETS) charged me U$ 185 to have my English language proficiency tested. On the day of my test I showed up on time, presented my driver's license ID and they refuse to let me take the test. There I was informed that I should present my passport as solely acceptable ID document. The receptionist gave me a card with a telephone number to have my test rescheduled. I called the number and the attendant informed me that it was my mistake and therefore they would not reschedule my test neither reimburse my money. If I want to have my English proficiency tested by ETS I need to pay U$ 185 again. I don't accept it as a fair business. It is definitely not clear that I should present my passport as the only document acceptable to prove my ID. Two other people in front of me were denied to take their test for the very same reason. I called them twice and they gave me the same short answer - it was your fault, we will not reschedule neither reimburse you. I wrote an email with my complaint and they never answer me back. I filled a survey expressing my disappointment and one of the questions was if I wanted to have someone from ETS contacting me, for what I answered yes, but they never did. How many people faced the same problem and they never got their money back or the chance to reschedule their test? They should stop this practice or at least state this rule in such a clear way that people would not feel deluded.Desired Settlement: I want the right to have my test done, I paid for it. How is it possible that an organization doesn't provide a way to solve a problem with the customer? I want to have this service provided or my money back. I also want them to clear state on their website that foreigner test takers must present their passports on the day of their test, that no other document is accepted.

Business

Response:

one time exception voucher provided to test taker to reschedule his test - please see email sent to test taker 12/16/2014 -----Original Message----- From: TTA TOEFL Response [redacted] Sent: Tuesday, December 16, 2014 11:22 AM To: [redacted] Subject: TOEFL - case # [redacted] [#[redacted]] Dear [redacted] I am writing to you regarding the TOEFL that you were scheduled to take on December 6, 2014. You state that you were not able to test because you did not present proper identification. If you are testing outside your country of citizenship, you need to bring your valid passport to the test center. Please review the identification requirements by accessing the link below. [redacted] I will make a one time exception and provide you with a voucher to schedule another test. The voucher is valid for one year. Please access the voucher from your TOEFL profile in the view order screen. You can register online and use the voucher number as your payment. If you have further questions, please contact me. Sincerely, [redacted] TOEFL Test Taker Advocacy

Consumer

Response:

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,

Review: I went to an ETS testing center (Prometric) in Portland, Oregon on 12/12/13 to take the last of a series of three Praxis 1 exams. The testing center employee said that my name on file did not exactly match my driver's license ID and that he would need to verify with his home office as to whether this was acceptable. I explained that I have two last names, the last one of which appears on the ID. I also said I specifically inquired about the ID while checking in for my first Praxis exam and was told this was acceptable by the employee. Moreover, when I took my GRE the previous year, at a Prometric site in Seattle, I inquired about the ID and was told it was acceptable. The Portland testing center staff instructed me to call ETS. I waited on hold for 15 minutes before being connected to a Customer Service Rep., [redacted], who verified my identify by asking me a number of questions, including my social security number. She said that I would not be able to take the test that day and that I would have to forfeit the $85 exam fee. I explained to her that I had initially tried to update my name on my ETS account, but the system would not allow it. [redacted] said there is no way to do this on an existing account. I would have to create a new account altogether in order to make this simple change. [redacted] then spoke to a Supervisor, [redacted], whom also said they could not resolve this for me. I asked to speak to [redacted] and was told he was on a break. I was then connected to [redacted], a supervisor, whom also said she would not issue a refund. She then spoke to her supervisor, [redacted], and [redacted] said that Ms. [redacted] told her there was nothing they were willing to do to resolve this. I asked to speak with Ms. [redacted] and she refused. The Prometric Testing Centers are contracted by ETS to administer their exams and are the face of ETS in the communities in which they do business. Customers have no choice but to accept as valid what ETS contracted employees tell them.Desired Settlement: I would like my credit card refunded the $85.00 exam fee. ETS has no real competition in their respective market, and thus, as is often the case in these circumstances, has little willingness to resolve customer issues.

Business

Response:

Please see our response below:

ETS was notified by the Revdex.com (Revdex.com) of the issue with the identification you presented at the test center for the December 12, 2013 Praxis I Mathematics computer delivered test administration. When you contacted us on December 12 regarding the issue, you were notified that the matter had to be escalated and you were required to submit a written statement to which you refused and informed us that you would instead contact your consumer affair group in Oregon.

We understand that there were changes done to your id after your registration, since at the time of the registration, your id matched your profile, you were permitted to test. Once changed and the id no longer matches, you would not be allowed to complete your most recent exam. As emphasized on our Website, www.ets.org, and on Page 12 of The Praxis SeriesTM Information Bulletin, “You are responsible for ensuring that the name you used to register exactly matches the name on the ID document(s) you will present at the test center.” The test centers do not allow our examinees to complete tests with name discrepancies, because once reported, we cannot change the names. The name used at the time of the test becomes part of the test taker's permanent record.

Now that your primary identification has changed, you will need to create a new profile that matches the changed ID. In reporting scores, please remember to advise your score recipients that you have two profiles as we will not be able to combine these files. As a goodwill gesture, a refund is issued for the December 12, 2013.

In response to the statement made that ETS has no competitors, I wish to inform you that this is not the case. Your score recipient chose this organization because of the level of credibility we provide in the assurance, security, and reliability in our assessments and related services. These qualities combined with the years of experience and expertise in the delivery, quality, and integrity of the services we provide are acknowledged by our clients and have motivated them to choose our services over our competitors.

When contacting our customer service, it is recommended that procedures are followed so that we may attend expeditiously to the needs of our test takers in an effort to resolve any issues you may have. If I may be of further assistance, please let me know.

Regards,

Test Taker Advocate

TRACKING NUMBER: A[redacted]74

Consumer

Response:

Review:

This response contains incorrect information. My ID never changed. It is the same ID that was accepted on three prior ETS exams at two of their testing centers. It is unfortunate that this simple issue, that could have easily been resolved by ETS, has required such an effort to address. I believe the ETS response speaks for itself. Although, the loss of $85.00 will not impact me much financially, there are certainly many students for whom $85.00 is a big hit to their budget. Like all companies that treat their customers poorly, ETS will eventually have a competitor that comes in and takes away their business.

Regards,

Review: The Educational Testing Service (ETS) posted on its website Feb.02,2015 that the results of the TOEFL taken on Jan. 24,2015 based on my results I have started my [redacted] application process and paid the [redacted] fees arround 7000 AUD.

I was very surprised to receive your letter from ETS on April 28, 2015 which was dated as March 30th 2015 stating that they concerns reagarding my test below were two concerns.

1. Exact or near agreement between your responses and the responses of other test takers to the questions on the operational reading or listening sections of the test

2. Inconsistent testing times, compared with your performance on one or more of the operational sections of the test.

I had called the ETS office in NJ and spoke to the OTI officer she said they believes there is substantial evidence to support canceling my Jan 24, 2015 TOEFL iBT test scores and requesting me to select one of the following option.

1.Tell us to cancel your scores and receive a refund in the form of a voucher that you may use for a subsequent test administration.

2.Let the school or agency to which you would like the scores to be sent decide whether to use the scores after ETS cancels them.

I have tried to send emails and request the ETS board to reconsider my case,unfortunately they decilined and send me a letter that if do not select an option and notified them by June 12, 2015, ETS weill cancel my scores.Desired Settlement: I want ETS to release my scores for reporting if not pay the full amount which occured for filling my [redacted] application.

Business

Response:

Please see our response below:As [redacted] states, ETS’s Office of Testing Integrity notified him by letter dated March 30, 2015, that, after completing a comprehensive review of his scores from the January 24, 2015 test administration, ETS found evidence to support cancellation of those scores and subsequently placed the scores on hold. As per the established policies and procedures included on page 21 of the TOEFL Information and Registration Bulletin, ETS will exercise its right to cancel scores if, in its judgment there is substantial evidence that the scores may be invalid. [redacted] agreed to the policies and procedures when he registered for the test. As also included the TOEFL Information and Registration Bulletin, ETS provided [redacted] with a copy of the booklet Why and How ETS Questions Scores which explains the process in detail and the options available for resolving the concerns about the questioned scores. Our records indicate that [redacted] chose the initial option of submitting additional information for consideration to the ETS Board of Review (BOR). The information provided by [redacted] was submitted to the BOR initially on May 6 and subsequently on May 27 when he submitted more information. After careful consideration of all information submitted by [redacted], the Board of Review decided that substantial evidence exists to support cancellation of his January 24, 2015 scores. [redacted] was sent a letter advising him that the following options are available to him for resolving this matter: 1. Tell us to cancel your scores and receive a refund in the form of a voucher that you may use for a subsequent test administration.2. Let the school or agency to which you would like the scores to be sent decide whether to use the scores after ETS cancels them. [redacted] does not select an option by the date indicated in our last correspondence, ETS will cancel his scores. [redacted] should be advised to contact the representative handling his case if he wishes to discuss his available options for resolving this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would like to

know what is the substantial evidence and why did they initially released my

scores on Feb 2 2014,If there was any cheating at the test center ETS would

have cancelled the scores for the whole center why only my scores, based on my

TOEFL results I had applied for [redacted] application which is on hold and DIBP they could not verify my TOEFL scores and i

have already paid all the required fees.

You can imagine how unhappy I was to discover that I have to justify

myself for the exam which I gave 3 months ago.

Below were some cost and efforts involved.

Australia [redacted] application cost: 6223 AUD

Australia skill [redacted] assessment: 550 AUD

[redacted] AGENT FEES: 2200 USD

Medical test for whole family: 1000 USD

TOEFL iBT: 170 USD

Additional score report: 19 USD

TRAVEL COST FOR TOEFL: 700 USD

Please help me get my scores back.

Thank you for your time, consideration, and support

Regards,

Consumer

Response:

Review: [redacted]I am rejecting this response because:No one has contacted me on June 15th 2015 by phone, instead I did recieved an email to sign some documents for third party review on June 18th and I am not going to accept to cancel my scores, the testing officer had sent me the scrore review file which mentioned that I have taken less time taken to comeplete the listening section which is obvious that as you listen you answer, instead of 10 minutes I took 2.55 minutes for listening section 1.The substantial evidence what they have is useless and it doesnot prove that they can cancel my scores.If my [redacted] application was not lodged I wouldn't have complain.ETS is hurting my self respect and my principlesETS think that I may had pre-knowledge of the exam which I believe is illogical and unfair to me.Please help me to get my scores back or ETS will be liable to pay the below amount and my mental stress because of this KIOS.I will not directly deal with ETS I would like Revdex.com to help me resolve this matter ASAP Australia [redacted] application cost: 6223 AUD Australia skill [redacted] assessment: 550 AUD [redacted] AGENT FEES: 2200 USD Medical test for whole family: 1000 USD TOEFL iBT: 170 USD Additional score report of TOEFL iBT: 19 USD TRAVEL COST FOR TOEFL: 700 USD Thank you for your time, consideration, and support Regards, [redacted]

Regards,

Business

Response:

Please see the attached letter dated 5/8/2015 and the response below from our Office of Testing Integrity:ETS will not be releasing the January 24, 2015 scores based on the concerns about their validity which were provided in detail in our initial letter to [redacted]. Please find our last letter to [redacted] which outlines the ONLY available options for resolution of this matter. We are granting a 2 week extension to July 10 for [redacted] to select an option. If [redacted] does not select an option by the deadline date, we will cancel his scores.

Review: I had registered to take the Praxis 1 Combined test for $135 on Saturday, March 1st, 2014. When I arrived at the testing center in [redacted], I was told by the man at the front desk that I was not able to take the test because my license has two last names but I was only registered under one last name. The man gave me a card with a phone number to reschedule the test and told me the office is not open on weekends. That following Monday I called the number ([redacted] and the number kept disconnecting as if the line was not working. I continued calling and calling (from different phones) and was unable to contact the office to reschedule the test. Then I proceeded to E-mail them and have so far sent 6 emails without any response other than the automated one stating my e-mail was received and will be responded to within 1-2 business days. It is already the following week and none of my e-mails have been responded to. Whenever I call I never reach anyone and I was even on hold for 45 minutes with no luck. I have called many, many times and have been unable to speak to ANYONE. So right now I do not have my $135 dollars returned back to me, and I have not been reached to reschedule the test. It is a time sensitive test that I must take and have been unable to do so because I have not been able to reschedule it. I am very, VERY upset that my money was taken from me but I was not given ANY service and it is impossible to reach anyone from PRAXIS.Desired Settlement: I want my money back because I was not able to take the PRAXIS even though it was NOT my fault OR I just want someone to reschedule the test for me immediately since it is time sensitive and I must take the test immediately. I just want what I paid for or my money back.

Business

Response:

Please see our response below:

ETS was notified by the Revdex.com (Revdex.com) of the issue with the identification you presented at the test center for the March 1, 2014 Computer-delivered Praxis I Pre Professional combined test administration.

Prior to completing a registration, our test takers are provided the requirements for admission in the test center. This policy is emphasized on our Website, www.ets.org, and on Page 12 of The Praxis SeriesTM Information Bulletin, “You are responsible for ensuring that the name you used to register exactly matches the name on the ID document(s) you will present at the test center.” The test centers may not allow our examinees to complete tests with name discrepancies, because once reported, we cannot change the names. The name used at the time of the test becomes part of the test taker's permanent record.

It is noted that you have been contacted by an advocate and you understand that a new registration must be completed with the name that exactly matches your identification. A one-time exception was also granted to refund the test fee under the old registration.

If I may be of further assistance, please let me know.

Regards,

Test Taker Advocate

The Praxis Program

TRACKING NUMBER: [redacted]

Review: On Monday, January 20, 2014, I went to the Prometric Test center

located [redacted] to take the Physical Eucation:content and Design Test

and was refused admission to testing by the center manager, [redacted]. When

asked for my ID, I presented him with my school ID which match my account

profile. He told me that he needed to see another ID, I then provided him with

the most current one, my driver's license which has my married last name, [redacted] then told me that I was ineligible for admission, and quickly provided me

with a number to call instead of answering to any of my questions. I left the

office and immediately called that number as well as the main ets number, I was

told that the office was closed for the holiday. Baffled by the whole incident,

I went back to the office for more clarifications and asked him to show me where

my ID was unaccepted, reluctantly he got his laptop and asking me if I had read

the ID requirement on the ETS website, I said that

I did and read that I could use my school ID to verify that's me and that I

tried to update my information online and called the office to change my account

but was told that they couldn't. [redacted] wouldn't budge. I sensed him mocking

me trying to explain to me the meaning of "supplemental" and proceeded to ask me

why should he let me to take it since I had already showed up late for the test,

which was not true. The admission ticket said to report 10:30, I was there prior

to that time. All this was happening in front of two other people waiting in the

wait area, one of whom had a smirk on her face. I felt extremely humiliated and

powerless by such rude treatment; no one should be treated in that manner

especially when they are the paying for that service. When I signed up for the test, ETS did not indicate on their site that they would be close for business on 1/20.Desired Settlement: I felt totally helpless since the guy from Prometric told me that his job was just to make sure that he processes everything with ETS and couldn't provide any additional information. I am requesting a FULL refund from ETS $139, the price I originally pay and a detailed and specific information as to HOW I can change my information with them to reflect my marital status.

Business

Response:

-----Original Message-----

From: [redacted]

Sent: Tuesday, February 04, 2014 11:55 AM

To: [redacted]

Subject: Praxis - Revdex.com - case # 9904210, GRE case # 13675441

Review: I went to the ETS website to schedule an exam date. I was planning on taking an exam provided my ETS in early February 2014. However, by an honest mistake, in good faith, I accidentally scheduled an exam date on March 2014. I caught the mistake the next morning, so less than 24 hours from scheduling the exam, I called to fix the mistake and reschedule the exam. However, the customer service rep informed me there was to be a $50 fee for rescheduling. I asked her to waive the fee as it was less than 24 hours since I scheduled the exam and that it was an honest mistake--she refused. I asked to speak to a manager and he also refused to waive the fee. I told him it was unreasonable to charge such a high fee for such as small, easily correctable mistake--it was than 24-hours since I made the appointment and I was going to change it to an earlier date (which is better for ETS; feeling earlier exam dates). The manager ([redacted], I do not have his last name) from the regional center (I live and called from [redacted]) informed me that even if I scheduled an exam a year in advance and I notice ONE MINUTE after a mistake in scheduling, I would still be charged a fee. He said the fee was to pay for "administration costs" of rescheduling--which is ridiculous as I registered at the most 14 hours prior. This fee is clearly unreasonable and an abuse by ETS of its monopoly (its the only grad school testing service available) on educational testing. I was forced to pay the fee and reschedule, as I need to complete the exam for a graduate program I am applying to. Please help.Desired Settlement: Refund of $50 fee. Change in refund policy to accommodate for good faith errors on part of users.

Business

Response:

Please see our response below:

From: GRE [redacted]

Sent: Tuesday, February 04, 2014 10:12 AM

To: [redacted]

Subject: [redacted] Rescheduled Fee

I am writing in response to your letter to the Revdex.com (Revdex.com) regarding your attempt to transfer your test date. In your complaint, you stated that you made an honest mistake when you scheduled your GRE iBT exam in March instead of February 2014, and when you attempted to correct your mistake, you were required to pay a rescheduled fee.

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 as well as those incurred in the cancellation and rescheduled tests. We make every effort to keep these fees as low as possible. We understand your dissatisfaction with the fees we charge for the rescheduling of a test; however, it is necessary for us to charge this fee to recover the costs incurred in providing this service. The GRE Program takes great care to inform test takers of the costs to render these services prior to scheduling this exam.

To register for the GRE exam, the test taker must manually select the test date. Before completing a registration, the test taker is required to review the order to be sure it is correct. Provision is then given to make any correction and necessary changes before submitting because once submitted, the transaction cannot be canceled and our company is contractually obligated to provide a seat even if he/she decides within minutes later to cancel or make additional changes. Any subsequent changes to a confirmed appointment will incur cost because of the time and labor to manipulate the system changes.

You requested a refund of $50 for the transfer fee and to change the policy to compensate for errors made in good faith. Policies governing cancellation and rescheduling are provided in detail in the GRE Revised Information and Registration Bulletin as well as the GRE Web site, [redacted] It is recommended that special attention is given to the order being placed to avoid any errors after its confirmation. As a goodwill gesture, a one-time exception is granted to the $50 rescheduled fee.

I hope you find the information helpful, and I wish you success in your professional endeavors.

Sincerely,

Test Taker Advocate

Educational Testing Service

TRACKING NUMBER: [redacted]

Review: I had registered and paid to take the GRE on June 11 and subsequently, ETS representatives refused to administer the test due to a technicality- I failed to take my green card with me to the testing center. Prior to taking the test, I had quickly looked through their website and the id requirements which can be described as not so user-friendly and complicated respectively . I saw that valid photo ID is required and assumed that a valid government photo ID with a social security card will be sufficient ( as it is under normal circumstances) and did not have the slightest clue that such documents would be considered "supplemental"- supplemental usually implies something of lesser value than the the primary document. ETS's competitors such as Pearson don't have such a complex and rigid identification process.

Thus, due to the intricacies of their ID requirements, a misunderstanding occurred and I failed to meet the ID requirements, resulting in the staff's refusal to administer the test. Although it can be argued that the requirements on the website are unclear and rather obscure, I was willing to accept responsibility for not being allowed to take the test as I failed to provide required documentation- fair enough. However, to add insult to injury, I was told by ETS without a shred of empathy and understanding that I have also forfeited my money. In other words $185 of my hard earned dollars as a student was taken without justification because I misunderstood a not-so-easy-to-understand website. I eventually repaid another $185 and took the test again. I am now pleading for your assistance in recovering the first payment I made as it was taken without justification. What kind of image are people to have of this organization if it is shrouded in a culture of intransigence and unjust, unethical business practices. The organization seems to be preying on poor students by taking their money for nothing in return.Desired Settlement: fairness! I just request fair treatment.

Business

Response:

Please see our response below:

Dear Mr. [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the I.D. and refund policy with regard to your June 11, 2013 GRE® revised General Test.

Per your complaint, you state that there was a misunderstanding about the ID requirements for testing. Please note, prior to completing the registration process, you are advised to read all policies and procedures located in the GRE® Information and Registration Bulletin as well as on the website www.ets.org/gre. Before confirming your test appointment, you agree to and sign a statement accepting the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization.

According to a report filed by the test administrator, you did not present valid ID on the day of your exam. Your ID requirements depend on your country of citizenship and where you plan to test. Per page 17 of the 2012-2013 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. Unfortunately, I cannot comply with your request of a refund of your test fees.

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: the business did nothing, but reiterate its stringent and intransigent policies. No substantial propositions were made to resolve the issue as the organization simply does not care about how the average person thinks of it.

Regards,

Business

Response:

please see our response to candidate dated 8/1/13 below:

Dear Mr. [redacted],

Your complaint to the Revdex.com (Case #[redacted]) was forwarded to me for a response. You have expressed dissatisfaction with the fact that you were not able to take the GRE test on June 11, 2013.

Our investigation found that you reported to the test center without the proper identification materials required to be admitted. You were not allowed to take the exam because you did not present the proper identification documents.

As explained to you in a previous correspondence:

With 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

• bear the test taker's full name exactly (excluding hyphens, accents and spaces) as it appears on the admission ticket; Social Security Cards also are not acceptable

• bear a recent photograph that clearly matches the test taker

• bear the test taker's signature (the name and signature on the ID document must match)

Unfortunately, your request for a full refund of your registration fee is denied.

Sincerely,

Review: I sent in paperwork to ETS to obtain a Test Authorization Voucher to sign up for the GRE. Along with this, I sent a money order to pay for the test. They sent me the Test Authorization Voucher, which proves that they did receive my mailing. But they also sent me a bill for the amount I already paid with the money order. When I inquired, they claimed that they did not have the money order. My only guess is that one of their employees lost the money order. Instead of taking responsibility for their own mistake, they expect me to spend additional money out of my own pocket to trace the money order through the post office where it was purchased. I sent a payment and they received it. I feel that whatever they did with the money order after they opened the envelope has nothing to do with me, and it is not my problem. They need to provide the service that I paid for. But they are telling me that they will not send my test grades to the universities I choose because they do not have my payment. I feel that losing my payment is very unprofessional. I also feel that they way they are handling the situation, especially expecting me to keep track of their mail for them, is completely unacceptable.Desired Settlement: The desired outcome is that they will allow me to take the test, and they will provide my scores to my chosen universities, without requiring any further action from me with regard to payments.

Business

Response:

Please see our response sent to the customer below:

From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, November 04, 2015 3:18 PMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted] [#[redacted]]Dear [redacted]I am writing in response to your Revdex.com complaint concerning the bill you received for a balance due of $97.50 for your November 15, 2015 GRE® revised General Test. Due to an error in processing your paperwork, a bill was produced in error. I have since adjusted your account which no longer shows a balance. Please note, you may appear for your scheduled November 15, 2015 appointment. Your scores will be report approximately 10-15 days from your test date.I apologize for any inconvenience this matter may have caused.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:

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

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

Regards,

Review: I am writing you in concern of a test I was scheduled to take April 12, 2014. On March 18, 2014 I tried to create an account under [redacted] on the Praxis website so I could schedule a date to take the test. When I tried to create an account under [redacted] it was not letting me. Since I was not able to create an account under [redacted] I created One under [redacted] which is my middle and last name. [redacted] is also the name I go by. I then signed up for the test online to take it April 12, 2014. Since I have taken many of tests before from praxis I understand the requirements and I wanted to make sure that this was okay so I contacted Praxis the following day (March 19) after registering online letting them know that I signed up for the test under [redacted] since it was not letting me create an account under [redacted]. The lady on the phone that I spke to from Praxis let me know that she changed it to [redacted]. I drove 50 minutes to the testing center Saturday April 12, 2014 and then when I arrived I waited another 40 minutes till they called me up. After they called me up, they asked for my ID and I showed them my liscense and then they said the test is under [redacted] and that my first name is [redacted] and I was not able to take the test. Apparently the lady that I spoke to on the phone from Praxis did not fix anything when I called in on March 19. I showed them my drivers license that shows [redacted] and my drivers license is signed [redacted]. They still said they were not able to let me take the test. They then gave me the number to call on Monday [redacted] I then had to drive home which was another 50 minutes. I called that number on Monday and told them the situation and they told me they were not going to reimburse the $425.00. They stated that they checked the phone records and they dont see that I called in and let praxis know about the situation. They refuse to refund me or credit me.Desired Settlement: I spent $425.00 to take the test and they did not even let me take the test. I am not asking them to give me the money back, I am asking that they put it towards the next test that I need to take that is $425.00. All I want is a credit especially since it was a mistake on their end. If they want to refund me that is fine as well because I will be giving it back to take the test anyways.

Business

Response:

Please see our response below:

Dear [redacted],

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the refund and ID policy set forth by Educational Testing Service (ETS).

It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the School Leadership Series Information and Registration Bulletin (refund and ID policy on page 8-9) at www.ets.org/slla.

As previously mentioned, page 8 of the Information and Registration Bulletin, as well as on the website, www.ets.org/gre, it states, "The name you use when you register must exactly match (excluding hyphens, accents and spaces) the name on the identification (ID) documents that you will present on the day of the test. If it does not, you may be prohibited from taking the test or your test scores may be canceled after you take the test." In addition, it also states, "If your online account has already been created, please confirm that the name on your ID documents still matches the name that appears in your account (excluding hyphens, accents and spaces)."

In lieu of the above information, our investigation indicates that you were already given an exception to the refund policy in the amount of $425.00 on April 18, 2014.

I hope this information is helpful.

Sincerely,

[redacted] Advocate

Educational Testing Service

Test Taker Advocacy Dept.

TRACKING NUMBER: [redacted]

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.]

It looks like they credit me back.

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 applied to take the praxis test to go back to school. I filled out my personal information the same way I always do. I take off work to take the test. I took two IDs both had my pictures. My driver's license and school ID and my driver's license has my signature the way I use my name. When I got there to take the test they refuse to let me take it because my entire name was printed [redacted] but my signature which she didn't look at has [redacted] I was refused test and my $120 was forfeit. I am very low income trying to better myself. I had to borrow the money. I tried to explain all this to them and they said it tells you where to look for information for proper ID on the test ticket. This information is giving after you register, so the info is already in. I don't think it is fair that they would keep the money. My name is the same on everything, bills, graduation, school records, degree, lease, job. They also had other personal information such as social security number, date of birth. So if I had a picture ID that can verify this information I don't see what the problem is.Desired Settlement: I think that I should receive my money back if not the full refund I think I should get the money back that they refund if you change testing dates or centers which is minor $40 from the original fee. This is a rip off!! It is bad enough you have to keep paying to take the test.

Business

Response:

Please see our custoer response below:

From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Monday, December 14, 2015 4:13 PMTo: [redacted]Subject: [redacted] CUST NO 1[redacted] / Case ID [redacted]Dear [redacted]Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the ID policy set forth by ETS with regard to a refund for the fee paid for your Praxis registration of December 11, 2015. It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. At the end of your registration process it asks "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying and finalizing the registration, that they have read all policies and procedures set forth in the Praxis Series Information and Registration Bulletin (ID policy on page 10) at [redacted] On page 10 of the Information and Registration Bulletin, as well as on the website, [redacted] it states, "The name you use when you register must exactly match (excluding hyphens, accents and spaces) the name on the identification (ID) documents that you will present on the day of the test." Also on page 10 it states that "You are responsible for ensuring that the name you used to register exactly matches the name on the ID document you will present at the test center." It further states that "Your test fees will not be returned if you are not permitted to test or if your scores are withheld or canceled because of invalid or unacceptable ID."It should be considered that the fees we retain are used to recover the fees we are charged for seat time, which is assessed regardless of whether or not a person actually takes the test. As such, Educational Testing Service (ETS) is unable to comply with your request for a refund of fees paid for this registration.Thank you for taking the time to contact us and granting us with the opportunity to provide clarification regarding your complaint with the Revdex.com. I wish you success in your future professional endeavors.Sincerely,Linda M[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they are coming up with obvious reason to justify why they kept my money. First and foremost they wanted to say my ID didn't match. Then they are saying I am not entitled back to my phone because I reserved a seat. I showed up so that is irrelevant. As I said before I registered as [redacted] and everything I have such as credit cards, bank account, social security card, W2 Form, etc. is in [redacted] and my signature on my driver's license is [redacted]. Nowhere has my ID every been an issue. I even asked the University of Memphis if I needed to change my name because when I did my background check my first name was used which is [redacted] but they told me I didn't have to change it. So I graduated as [redacted]. On the phone ETS asked me all my personal information and I was able to comply. So like I said if I could prove who I am, I should have been allowed to take the test or given a refund.

Regards,

Review: In June 2013, I purchased a copy of Praxis scores from ETS. I never received them. When I called the company (in June) to find out what happened, they determined they were sent to the wrong address, and would have been sent back to ETS. I asked what I needed to do to get the scores, they said I'd have to order another one (another $40.00). I thought that was ridiculous, considering I already paid my $40.00, and I never received the first set of scores, through no fault of my own. They said they would normally send out the scores to the corrected address after they came back to their office. However, they said the scores never came back to the ETS office. After speaking with a supervisor, the guy said they would send out another set of scores free of charge. I was satisfied. Scores came, all was good. At least, all was good until I saw on my credit card statement they had billed me for the second set, even though they said they would send them out free of charge. On July 9, 2013, I disputed this charge with my credit card company ([redacted], dispute case #[redacted]), and on August 24, 2013, [redacted] resolved the dispute in my favor (much to my satisfaction). Today (September 16), I receive a bill in the mail from ETS stating I still owe the $40.00 from June 6, 2013 (the original transaction date), and now also owe $20.00 fee for "credit card charge back." I paid the $40.00 for the test scores. My credit card statement shows the transaction on June 5, 2013, Approval Code [redacted]. I am NOT going to pay it again, and I'm certainly not paying a $20.00 charge-back fee when the reason for the charge-back is because of their own billing error to begin with! I followed the legal process for a credit card dispute, after attempting to resolve this directly with ETS. ETS has done a horrendous job of maintaining accuracy in billing.Desired Settlement: I do not owe the $60.00 ETS says I owe. They billed me twice (in JUNE - this is 3 months old already!) and my Credit Card company resolved it in my favor, and now they are just trying to bill me again, even though I do not owe them this money.

Business

Response:

Please see our response to candidate below. There is an issue with locating her file.

Dear Ms. [redacted],

Your complaint to the Revdex.com (Revdex.com) was forwarded to me for a response. I have tried to contact you on the telephone and I left a voicemail, but I have not heard from you.

I have not been able to locate your record on our files. Please contact me so that I can assist you and resolve this situation.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have emailed the ETS contact person back and explained that it would probably be under my maiden name, "Laura Riding." Perhaps this will help to locate the account so we can resolve this as soon as possible.

Regards,

Business

Response:

This complaint was responded to and we removed the outstanding balance on 9/20/13.

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: The unfortunate purpose of this letter is to complain about the Hassle I been through and the ongoing promises about receiving my TOEFL test score report, which should be sent back on august 2014(Allowing all the time for the processing and shipping as per (ETS **reputable website and customer service agents), however I called back on SEP 25th escalated the issue to the concerned department who promised the following:

**Please be advised that we have now ordered a fee-waived copy of your score report to be sent in the next 3 business days. Please do allow the additional US Postal Services shipment time again. The US Postal Services typically take around 4-6 weeks for delivery outside of the US, depending on the country and 7-10 days within the US. Please allow sufficient time for delivery.

Now I’m really surprised and disappointed as I shouldn’t have waited 4 MONTHS to get a test report taking into consideration that there is no other option for a better or faster mailing service or access to print a certified test report also my several times request to get a single report mailed to my address which I never had a problem having my mails sent to it, exceedingly unprofessional specially as it holds me from using my test report which I would like to use as soon as possible.Desired Settlement: Simply I want to get what I paid for ( My 4 Months late score report ) with a proper compensation for the hassle or A full refund for the undelivered service as I don't think I could trust doing or recommending this business to anyone again.

Business

Response:

Another score report ordered and as an exception mailed out via courier service. Please see below: From: TTA TOEFL Response [redacted] Sent: Monday, December 29, 2014 10:22 AM To: [redacted] Subject: TOEFL - case # [redacted] [#[redacted]] Dear [redacted] I have received your email regarding the TOEFL that you had taken on August 9, 2014. You state that you have not received the official score report. Our records indicate that your report was mailed to you last August and once again in September. I have ordered another today as an exception and will have the report sent via courier at TOEFL's expense since we do not have this service available for test takers. Please allow minimum two weeks to receive the report. If you have further questions, please contact me. Sincerely, [redacted] TOEFL Test Taker Advocacy From: [redacted] Date: 12/9/2014 9:39:44 AM To: [redacted] Subject: FW: To Whom It May Concern [[redacted] To Whom It May Concern, The unfortunate purpose of this letter is to complain about the Hassle I been through and the ongoing promises about receiving my TOEFL test score report, which should be sent back on august 2014(Allowing all the time for the processing and shipping as per your reputable website), however I called back on SEP 25th escalated the issue to the concerned department who promised the following: **Please be advised that we have now ordered a fee-waived copy of your score report to be sent in the next 3 business days. Please do allow the additional US Postal Services shipment time again. The US Postal Services typically take around 4-6 weeks for delivery outside of the US, depending on the country and 7-10 days within the US. Please allow sufficient time for delivery. Now I¿m really surprised and disappointed as it shouldn¿t have happened originally from a trusted organization like ETS, 4 MONTHS to get a test report taking into consideration that there is no other option for a better mailing service or access to print a certified test report also my several times request to get a single report mailed to my address which I never had a problem having my mails sent to it, exceedingly unprofessional and knew that you would want to know about it so you could do something to rectify the problem specially as it holds me from using my test report which I would like to use as soon as possible. I am hopeful that this incident was a ¿fluke¿ and that it won¿t happen again. Thank you for your time and consideration of this matter. Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It's not the first time for me to receive mail to my provided mailing address. There are no problems with my mailing address because I receive all of my other mail with no problems or delays,specially from USA with different couriers including [redacted] and regular mail service within the past 5 months so please let's not argue over your records indicate that my score report was mailed to me, not to mention that ETS drug this out so long and give no chance even for a faster shipping with tracking option at my own expense, I asked if I could have it faxed or emailed to resolve the problem and the operator told me that I could not. After waiting nearly 5 months since August 9, 2014 I cannot get those scores hand scored due to that I have already lost many chances and I'm going to lose the last ONE to use this test score report if I didn't get it by JAN 2nd 2015 which make it useless for me regardless the hassle I been through, I do believe nearly 5 months is enough, So if you please could send it by the mentioned date or I would like a complete refund of my fee.

Regards,

Business

Response:

Dear [redacted] According to the DHL waybill # [redacted] your TOEFL report is in [redacted] now and will be delivered soon. Sincerely, [redacted] TOEFL Test Taker

Consumer

Response:

Review: [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,

Review: ETS administers the GRE exam. They have a website which does not allow applicants to enter long names or names including spaces. I registered for the exam but the website did not allow me to enter my surname exactly as its appears on my passport, because it contains spaces. I called ETS for help but no one ever picked up after a 30 minute wait and I decided that entering my normal, primary last name should be reasonable. Elsewhere on the website, later, I eventually found a statement saying that the entire name must be entered *without spaces* (which is bizarre and counterintuitive), but this recommendation was not visible at the time when I was first entering my name in the website (it said "enter the name exactly... but had no instructions about the spaces issue), so I entered just the primary surname that I normally use, one word out of three.

I already paid the registration fee. Yesterday I called ETS after discovering (elsewhere on the website) that I was supposed to not enter spaces, but they refused to correct my name in the system, even though I was calling in advance to fix the issue. And they said they will likely refuse to let me take the exam I paid for, but I should "try anyway". It sounds like they are planning to take my $$ without providing service, even though I'm trying to work with them this week to resolve the issue in advance. Also, it's potentially a waste of my time to travel all the way to the testing center now that they might not give me the test I paid for (I'm also now quite stressed out that I might not be allowed to take the test, and I'm worried this extra stress will hurt my performance on the exam even if they do allow me to take it).

It is very displeasing that the company seems to be refusing to fix such a simple problem (I see many similar complaints on online forums). I understand that this might be a procedure intended to avoid cheating, but I never thought it would be so hard to prove that I am me.Desired Settlement: I would settle for a refund, but would prefer that ETS simply allow me take the exam this Thursday. It is ridiculous that they refuse to be of any assistance even though I contacted them in advance. It seems like they are deliberately trying to make me double-pay for the same service. Ideally, ETS would do one of two things in addition to letting me take the exam or providing a refund:

1) Explain clearly on the same webpage where registration occurs: "Enter your name without spaces or accent marks, and truncate the name if too long". This would be simple, but ETS has made it difficult to find this bizarre information when needed at registration time.

2) Fix this badly-designed system so that a name can be entered exactly as on ID documents, because what ETS clearly states is "name must be entered exactly as shown on ID documents". This should be easy to fix, but it seems that ETS has ignored the problem in the past

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Thursday, September 25, 2014 1:48 PMTo: [redacted]Subject: [redacted] - September 25, 2014 GRE Test - Case #[redacted] [#[redacted] Dear [redacted], ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the GRE® revised General Test that was scheduled for September 25, 2014. It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. The test and registration fees we collect go toward the development, planning, and administration of tests as well as the scoring of tests and the reporting of scores. These fees support a multitude of activities needed to administer the tests, and score and report the test results, which include but are not limited to… Registration system maintenance and support, test material production, shipping expenses, test center facility and staffing costs, scoring activities (which as you know, are very complex and involve a number of steps to ensure accuracy and fairness) and Quality control for all activities. The following statement is listed in the GRE Information and Registration Bulletin and also of the GRE website: “When you register for a GRE® revised General Test, you will be required to provide identification (ID) information. You must enter your name exactly as it appears on the primary identification document (excluding accents, apostrophes and spaces) that you plan to present at the test center. If the ID document you will present on the day of the test contains a two-part last name, your primary ID must exactly match (excluding accents, apostrophes and spaces) the name you used when you registered for the test. For example, a last name of Fernandez de Córdova would be entered as FernandezdeCordova. “ You are given the following message before completing the registration for GRE®: "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at www.ets.org/gre. Please note that, as an exception, I will refund 50% of your registration fee once you have re-registered for a new exam. 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. However, this is ETS’ policy and the Revdex.com is very aware of the policies and procedures set forth by ETS. I wish you much success in your future academic endeavors. Sincerely,[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.[redacted]GRE Services

Review: I am a student trying to get into graduate school. I enrolled for the GRE test back in May to take it on October 19, 2013. I enrolled for the test over the phone and called ###-###-####. I registered for the this test under my maiden name because all of my transcripts, educational records and certificates have my maiden name. When I gave my credit card information to the test enrollment person, I only mentioned to her that the card was under a different name than the name I was registering with for the GRE test. She said that this wasn't a problem. Unfortunately, when I got a letter of confirmation via e-mail two days before my test, I found out that my name on the driver's license had to match the name I registered with for the GRE test; otherwise, I wasn't not going to be admitted in the test taking center. I called ETS the very next morning, three hours before my test to be exact, and I explained to them that my driver's license didn't match the name I registered with for the test and that my date of birth was wrong. I also mentioned to this person that I had a Certificate of Naturalization, issued by the federal government which shows my picture on it. I was told by this woman that there is nothing she could do. Her response was cold, unhelpful and condescending and she said that I was supposed to read the policies and procedures before registering for the test on-line. I mentioned to this person twice that I registered over the phone. Again, she said that there was nothing she could do, that my fee was going to be forfeited and that if I wanted to send a letter of complaint, I will get an answer in two weeks. Unfortunately, I never took my test that day. I called ETS two days later, again, and they told me that what happened was my responsibility. As of today, I do not have a refund, I cannot apply to graduate school this year and have to wait another year. I am in emotional distress and I cannot sleep at night. My educational plans have been hindered.Desired Settlement: What happened was not my fault. ETS' business practices are unfair and absurd. I have been trying for them to solve my problem and they keep telling me "There is nothing we can do." I wonder why they are still in business when the rip people off?! I had my husband call and they told them the same thing "There is nothing we can do." I called ETS again to speak to a manager today and after talking to her I felt compelled to write this letter because I believe that their policy is to turn the tables and to blame customers for their faults. Today, after speaking to a manager, I was told that the person I spoke to over the phone at the time of registration was supposed to read the policies to me before taking my payment. Well, that never happened. ETS should be out of business.

Business

Response:

Please see our response below:

From: [redacted]Date: 11/1/2013 9:30:49 AM

To: [redacted]Subject: Revdex.com Complaint - October 19, 2013 GRE Refund Request -

Dear Ms. [redacted],

Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint requesting a full test fee refund because you could not take the October 19, 2013 GRE® General Test due to an ID issue. The name on your GRE® registration did not match the name on your ID.

In your complaint, you state that you registered for the GRE® exam by phone. You stated that you gave your credit card information to the test enrollment person, you only mentioned to her that the card was under a different name than the name you were registering with for the GRE test. She said that this wasn't a problem.

Our records indicate that your GRE® registration was completed via the web at 5:50PM on May 31, 2013. Our records further indicate that a registration receipt was printed at the time of registration. A registration confirmation e-mail was automatically forwarded to you following the registration. The Registration Confirmation includes a paragraph on Identification Policy immediately below the registration information stating: “It is your responsibility to read and understand the ID requirements in the GRE Bulletin or on the GRE website at [redacted].”

An automated reminder e-mail was forwarded to you on October 17, 2013 which you referred to in your complaint. You indicated that you became aware of the need to have the name on your ID match the registration name at that time. You also mentioned that your date of birth is incorrect on your profile.

When registering online, all information is entered by the person completing the registration. Additionally, there is a requirement that the person registering for the GRE acknowledges that they have read and accept the GRE® policies. A detailed policies link is provided for reference during registration process.

According to the GRE Bulletin and on the GRE website at [redacted]: “Be sure that the spelling of the name you use when registering exactly matches the name printed on your identification documents (excluding accents and spaces) that you will present at the test center. For example, a last name of[redacted] would be entered as [redacted]. See The Name You Use When Registering.”

Although you contacted the three hours before your test and explained that your driver's license didn't match the name you registered with for the test, and that my date of birth was wrong, the GRE® Call Center could not resolve your problem at that time. Test cancellations must be completed no later than four days before your test date in order to receive a refund equivalent to half of the test fee. You can your GRE® revised General Test registration no later than four days before your appointment or your test fee will be forfeited.

Please be advised that if you wish to register for the GRE® revised General Test in the future, the name on your existing GRE Profile cannot be changed. You must create a new GRE Profile with the name and date of birth as shown on the ID which you will present at the test center.

Unfortunately, we cannot comply with your request for a refund of the GRE test fee. The ETS policy is clear on this matter. The Revdex.com has been notified of our response to you regarding your complaint.

We wish you much success in your future academic endeavors.

Sincerely,

Review: I completed a [redacted] test requirement to become a certified teacher. I took my final test on Monday, July 29 at 3 PM at their testing facility in [redacted] and received my unofficial score, immediately after completing the test. The test I took was a computerized test. ETS offers the option to do a paper or computerized test. Since then, I have lost out on the opportunity to pursue three job opportunities and I currently have a job offer for a school district in the [redacted] County area. This is an opportunity for me to have a similar schedule with my child and watch her grow as well as a career change for me. I have a Master's Degree in Education. I was given the chance to pursue and complete my teaching certificate shortly after my child was born. I can of understand how ETS received my score on July 29 and has informed me that the score will not be available until the middle of September to both the ** Department of Education as well as [redacted] University, the school where I obtained my teaching certificate from. The school district that is interested in offering me a position cannot wait until the time frame that ETS has provided, again mid-September as schools will be starting within the next week. How can a company prevent me from getting a job knowing these scores that can be viewed electronically and sent electronically to the Department of Education as well as the University? These scores are just sitting in limbo somewhere until somebody decides to review them. This is beyond discouraging and I am extremely upset. I will continue to be unemployed because of them, a fact that the department of unemployment compensation will not be happy to hear. I hope that this can get rectified quickly and I would be provided the opportunity to pursue a career and reengage in the workforce.Desired Settlement: My scores will be Sent to Department of Education and [redacted] University by Monday, August 26 so that my certification process and approved And I can move forward with this career opportunity.

Business

Response:

Please see our response below:

-----Original Message-----

From: PRAXIS [mailto:[email protected]]

Sent: Thursday, August 29, 2013 10:58 AM

To: [redacted]

Subject: [redacted] Revdex.com [redacted] ETS [redacted] ETS Case [redacted] Rpt Dte

ETS was notified by the Revdex.com (Revdex.com) of your dissatisfaction with the scheduled reporting dates of the Praxis Series test administration. In your complaint, you expressed your concern that you took a test on July 29 and you were informed that you will not receive your score until mid September.

The Praxis II Biology Content Knowledge (5235) test which you took on July 29, 2013 is offered in both paper and computer administration. Test takers may register for both formats at the same time. Test takers are notified on our Web site and in the Praxis Information Bulletin also on the Web site, www.ets.org, that in the event multiple registrations are completed for the same test prior to learning of the results, a full refund will be issued if the exam is passed.

For most multiple-choice exams, such as the 5235 test, test takers are able to view the unofficial score immediately after the exam. Although this score could change, the examinees are able to gauge their performance prior to the reporting of scores. As instructed prior to the registration of this exam, the version of the test you took is administered within a time window (July 29 through August 17) the rescore and validation of the exam cannot be started until the test window closes. Every test taken in this administration must be rescored and statistical analysis conducted, trend setting studies evaluated and completed prior to reporting the score. For this reason, the required ten business days (multiple choice) or 15 business days (constructed responses) is required to ensure the accuracy in reporting of score. While I understand the urgency in obtaining your score, we need this time for validation of these test scores. Your score will be reported within ten days after the close of the August 17th test date. You should be able to view the official score shortly via your “My Praxis Account”.

We appreciate your inquiry and understand the importance of this test for someone who is dedicated to teaching as a profession. We hope this information has been helpful to you, and we wish you every success in your professional endeavors.

Regards,

Review: I tried today to reschedule a GRE appointment for this week I made months ago. This company's website had never worked properly for me. I use only Chrome, since it's fastest and most secure. When I tried to schedule the test itself, it took months of trying and failing for me to do so. I emailed their customer service department after weeks of trying, and I got a very generic, unhelpful copy/pasted email response telling me to just call. Based on this experience, since I work in customer service myself, providing technical support to customers with website issues at the company I work, right then I knew their level of customer service was not satisfactory.

I did not get a chance to call them last week to reschedule my appointment. I realize requests need time to be processed for test changes. However I thought I had three business days before the test day to cancel/reschedule. When I called today & tried to reschedule, I was told no, and I asked for an exception to please allow me to reschedule because that's just how customer service works. The "supervisor" who "helped" me was profoundly rude and uncaring. Absolutely appalling to me that this company can get away with treating its customers how she treated me. By the end of the conversation I was in tears and she just sounded like I was boring her with my problems. She said I specifically had to use Internet Explorer to get their website to work. This is insane. Why didn't their customer service tell me that when I emailed them months ago?? No business can force a customer to use ONE internet browser. This is not stated anywhere on their website and is misleading.

She said the only exceptions they make are for deaths in the family or if I were to get hospitalized. That is absolutely shocking and SO unfair to customers. I'm paying for a service they're not giving me, and I tried in good faith to reschedule - not even cancel! - and their "supervisor" couldn't get me off the phone fast enough and refused to help.Desired Settlement: I would like at least a 50% refund on rescheduling my test or refund.

Business

Response:

According to our records, because of the customer frustration, a one time exception was made and a full refund was granted. A message was left for the customer.

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. I thank them for their fast, professional response which has very much exceeded my expectations and has restored my faith in their services.

Regards,