Educational Testing Service (ETS)

Review: I scheduled online for the GRE test 2/27/16 however discovered I did not need the test so I cancelled my test appointment on 2/10/16 I then called on 2/11/16 to verify that the testing appointment was cancelled. During the phone call on 2/11/16 I asked how long to expect my refund for the test and was told 10-14 days that is resonable but was not advised that I would not be getting a full refund. The refund came and it was half of the amount that I paid. I emailed 2/15/16 and called 2/16/16 I was told over the phone that when I cancel that I will only get half of my charges back. I asked the employee where ont he website did it say that I would not get a full refund and she could not tell me. She said it is not thier policy to refund the full amount. I cancelled the test more than 2 weeks prior to testing date and they are telling me I can not get a full refund.Desired Settlement: I would like a full refund and the company to clearly indicate thier policy that no matter how in advance you cancel the test they are unwilling to refund your full payment.

Business

Response:

Please see our customer response below:

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 February 27, 2016.

According to your complaint, you are seeking a full refund for your exam. Please note, the reschedule and cancellation policies are clearly stated on the website, http://www.ets.org/gre/subject/register/change.

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. There are no exceptions to this policy based on length of time between the cancellation and your test date. A 50% refund, only, will be issued when you cancel your test up until four days prior to your testing appointment.

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".

According to our records, you have already received the refund that you are due of $102.50 on approximately February 11, 2016. I cannot comply with your request for a full refund.

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

Sincerely,

Katie H[redacted]

Advocate

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 explanation is satisfactory to me. I strongly encourage the company to review and reword their claim to make emphasis to all customers that on no terms will a complete refund be available. The wording on the website was confusing to me and probably to others. I was under the belief that if I waited until 4 days prior to the test to cancel it was then I would only receive a partial refund. I would like it highlighted and bolded that "NO FULL REFUNDS WILL BE GRANTED" no matter when you cancel, circumstances, etc.

Regards,

Review: I took a test on April 29, 2013. We do not receive the results from the test immediately, it takes a few weeks to receive the result. An email was sent to me letting me know that my results can be viewed on the ETS website. I immediately logged onto my account via my cell phone. On page 2 of the pdf file, it stated that I received a score of 165, 157 was needed to pass, and next to that was the word PASSED. I logged onto the website again on July 1, 2013 to print my scores out. To my dismay, the score now said 140, 157 was needed, and the words NOT PASSED was typed. I called ETS to find out how my results can change since I have only taken the test one time (29 April 13). They told me that I must have read the numbers wrong and not read the word NOT next to passed. They then said that it is not accessible from a cell phone (which is where I got my information). They stated that because it was from a cell phone that it must have distorted the numbers and words. I feel they were calling me stupid and that I don't know the difference between numbers 140 and 165 and the word passed versus not passed. They also told me that if anyone changed anything on my account, that I would have an email sent to me saying someone had changed it. I did not receive any email regarding any changes.Desired Settlement: My first desired outcome would be that they admit to the mistake and change my score back to 165 how it was previously reported. If they are not willing to do that, I would like ETS to pay for me to retake the test.

Business

Response:

Please see our response below.

Original Message-----

From:[redacted] Sent: Tuesday, July 09, 2013 11:19 AM

To: [email protected]

Subject: [redacted] Lori Stewart,

Your concern was referred to the Test Taker Advocacy Team for further investigation. When you contacted ETS, you mentioned that the score you accessed from the link via your e-mail was different from your actual score report on April 29, 2013 RV: E & SE (5306) exam.

Your exam was uploaded and reviewed and the score on the score report is consistent with the raw score shown on Page 4 of your score report. Our systems department has been contacted to determine what account you were able to access via the link provided in the e-mail.

In the meantime as a goodwill gesture, an exception is granted to provide you with a voucher number so that you may reschedule your 5306 exam in the next July 29 to August 10 test window.

Voucher Number: [redacted] Expiration Date: July 9, 2014

You may log into your ¿My Praxis Account¿ to reschedule your exam. If I may be of further assistance, please let me know.

Regards,

TRACKING NUMBER: [redacted]

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID 9605138, and find that this resolution is satisfactory to me.

Regards,

Review: On 2/17/2015 I registered for a TOEFL test on 3/7/2015 in [redacted], and paid $185 with my credit card. When I was creating my profile and registering for the test, the system asked me for my ID number, however, there were several types of ID to chose from and it didn't indicate which type of ID I should specifically enter, neither it had any questions about my residential status and/or citizenship. I entered my [redacted] issued ID number and completed my registration without any problems. I got confirmation email with the following text in it:

"Identification (ID) Requirements

You must present a valid ID with your name, signature and photograph to be admitted to the test center. The name you used when you registered must exactly match the name and signature on the ID you bring to the test center. If the information does not match, you will not be permitted to take the test and your test fee will not be refunded."

However, when I showed up for the test and brought my valid state ID, I found out that becuase I am not a citizen of the USA, I must present my passport which I didn't have with me. There were no passport requirements at any step of my registration or in the confirmation email whatsoever. I was dissmissed from the test.

Due to this miscommunication in ID requirements, I missed the deadline for my graduate university program.

When I called customer support asking to reschedule the test to the next date or issue me a refund, it was denied. I spent almost 2 hours on the phone and extremely dissatisfied with the customer support.Desired Settlement: I want to get a $185 refund to my initial method of payment because ID requirements were not communicated to me properly and I missed my University application deadline because of that.

Business

Response:

Please see our response below, sent to the customer on March 24th.From: TTA TOEFL Response [mailto:[email protected]] Sent: Tuesday, March 24, 2015 12:43 PMTo: [redacted]Subject: Case ID [redacted] - Issued Refund - Revdex.com Dear [redacted] We are writing to you regarding the iBT TOEFL that you had taken on Saturday, March 07, 2015. You will receive a full refund of your test fees in the form of a credit on your credit card account. You will need to allow 10 working days for the credit to post to your card. If you have further questions or concerns, please contact us. Sincerely, James M[redacted] AdvocateTOEFL Services Mr. James R M[redacted], AdvocateTest Taker Advocacy Group - [redacted]

Review: I was charged for a test I did not take (the GRE). To explain a little bit better my dad created my account. At the time he did not put my full first name. However on their website (GRE): [redacted] it states the following:

Supplemental ID Documents

-You may be required to provide a supplemental ID if the test administrator questions your primary ID document and/or if your primary ID document is otherwise acceptable but does not bear your full name, photograph or signature.

-Supplemental ID documents may not be used to resolve last-name discrepancies. The last name on your primary ID must match the name on your admission ticket.

The following ID documents are generally acceptable as supplemental ID:

-Government-issued ID card (including, but not limited to, those listed under Primary ID Documents)

-Student ID card

I received a reminder notice after the deadline for my test (2 days before the test). The latest you can make changes to your account or test is 4 days before your given test date. The administrators refused to administer my test to me because my ID provided my full first which caused a discrepancy with my GRE registered name (not my full first name). However, I did bring my university Student ID card, which by the above statement on their website appears to be a plausible source and it matched my GRE registered name. I did not have any discrepancies with my last name, only my first name. By their above statement my supplemental student ID could have been used to resolve my first name discrepancy. The GRE administrators refused to see my supplemental student ID saying that they did not accept supplemental ID whatsoever. In conclusion, I was not allowed to take my GRE test and was still charged for the test. Moreover, the billing for this test does not appear on my GRE account (or at least it is obscure and difficult to find). I received a bill in the mail from GRE demanding payment with additional charges.Desired Settlement: I believe I should get a full refund, if at the very least the additional charges removed. I tried calling the GRE services and tried to resolve my issue with their services, but it felt like I was only talking to a robot because the GRE representatives were only reading what they saw on their computer screen. The GRE website was misleading in stating that a supplemental student ID is an acceptable source when the GRE test administrators denied that any sort of supplemental ID could be used at all. Additionally, I was given further charges for a test which I was denied access to. For This, it seems reasonable to get a full refund of all charges due to this discrepancy. At a bare minimum, to have the additional fees on the bill to be removed.

Business

Response:

Please see the response sent Friday January 30th below:-----Original Message-----From: TTA GRE Advocacy [redacted] Sent: Friday, January 30, 2015 12:55 PMTo: [redacted]Subject: GRE Case ID [redacted] - Revdex.com Dear [redacted] We are writing in response to your recent GRE billing complaint. After a review of our records, we confirm that a refund is not due to you.However, we have expunged the registration fee portion of the bill. The remaining charge back fee will remain on your account. You will received an adjusted bill in the mail. Thank you, [redacted] Advocate?

Review: On 5/31/14 I attempted to pay for an exam online. However, I kept getting error messages and had to re-submit the request 4x only to still get error messages. I discovered immediately after that I did not get an exam date as requested yet they charged my bank acct 4x. I immediately contacted the company and got the run around for 5 days including a letter and various emails stating that they would reimburse the 4 charges within 1-2 days but THEY STILL HAVE NOT REIMBURSED ME 5 days later causing me NSF charges. I did not authorize 4 charges. I did not submit payment 4 times. To the contrary, their system is faulty.Desired Settlement: This company made absolutely NO GOOD FAITH effort to rectify the problem. They lied and did nothing. They waited for the charges to drop off knowing full well their system caused the errors. Their wanton disregard for their errors and charges as a result are unacceptable! I expect a written apology and repayment of all the NSF fees charged and the inability to access my money for 5 days and interest that I was unable to accrue on my money that they had in limbo for 5 days. It does not take 5 days to return money their system STOLE.

Business

Response:

Please see our response below:From: PRAXIS [mailto:[email protected]] Sent: Tuesday, June 10, 2014 12:20 PMTo: [redacted]Subject: [redacted] Revdex.com# [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding registration and billing of test fee for J[redacted] Praxis SeriesTM test. Effort was made to contact you by telephone but we were unable to reach you. In your complaint to the Revdex.com, you stated that you made several attempts to complete a Praxis registration which resulted in error messages. You later found that although the registration was unsuccessful, funds were deducted from your account for this service. Following our investigation, it was determined that you had contacted our organization regarding the issue, and effort was made to refund the deducted fees. Because the registration was incomplete, there was no fund in [redacted] account and therefore the Inquiry team was unable to issue the refund from that account. The incomplete registration for [redacted] was escalated to our Finance Department for further review. This investigation resulted in a manual refund from our Finance Department to your credit card company. A fax was transmitted to [redacted] on June 2, 2014 authorizing the Credit Union to make the following refund transactions (a copy of the fax is attached): Account Number [redacted]Sequence Cde [redacted] Name CCP Date Amount SetlAmt Cur Ap RC If the refund has not yet been issued since that time, it is recommended that you take a copy of the attachment to your bank to determine the status. The bank may refer to the phone number and sender’s reference number for any further information. Thank you for taking the time to contact us and providing us with the opportunity to provide clarification regarding the refund of test fees for this test administration. I wish you and Jordan success in your professional endeavors. Regards, Test Taker AdvocateThe Praxis Program

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Praxis response is somewhat correct in that I finally received a refund. However, they made NO ATTEMPT to escalate the issue. Praxis waited until the fees dropped off on June 5th! Every time my bank called (and they called countless times daily), their representative had an excuse for why it had not been handled (i.e. she was in training for 2 days, on several calls, etc.). My bank has proof that it was not refunded until June 5 not June 1. Although businesses are allotted a ridiculous amount of time to refund charges, they can refund them immediately if they want to. Praxis chose not to. What infuriates me is that it was their system error that caused me to be charged 4 times and to add salt to the wound, they made no effort to return my money immediately, and I do not consider 5 days an escalation.

Regards,

Review: I purchase service form ETS website and sit for the GRE test on 2nd October, 2013 based on the web information that the score will be available with 10 to 15 days and I had a deadline to apply for a candidacy for my MSC on 16th and I missed the deadline because of there delay. So, I have to post-pond a whole semester for my candidacy application and I may have to sty one more semester in the school for their delay. As off today on 17th October, 2013 the score is not available on the web and I call to the call center and talk with the agent [redacted] (ID: [redacted]) and he inform he could do nothing for me form his end.Desired Settlement: I want delivery of my score as early as possible and I want to get by money back form them as they already make lot of damage in my education carrier by not delivering my score on time as per there information on the website

Business

Response:

Please see our response below:

From: GRE_Test_Taker_[redacted] [mailto:GRE_Test_Taker_[redacted]]

Sent: Friday, October 25, 2013 11:27 AM

To: [redacted]

Subject: Case ID [redacted] -GRE Refund Complaint

Dear Mr. [redacted]:

We are writing in response to your complaint:

Our records confirm that you tested October 2nd and that your score became available online October 18th which was 16 days after your test date.

Please visit our website [redacted]) which informs test takers that the score availability date is a approximate date, not a definite date.

Score Reporting Schedules

Computer-based Testing

GRE® revised General Test score reports are sent to GRE score users who test takers designate to receive their scores approximately 10–15 days after the test date.

We also took the liberty to learn [redacted] University's application deadline. There website confirmed February of 2013. Unless, you have a score recipient that you did not list we conclude that no refund is due to you.

We apologize for the inconvenience and wish you much success with your future endeavors.

Thank you,

Review: I am a Peace Corps Volunteer serving in Armenia.

On October 1st I went to take my GRE test, but the test center was having computer issues and I couldn't take the test that day. I was told by the lady at the test center I would be contacted by phone or email to schedule a new test. I never received any contact of any sort. Instead, I got a new October 15th test date in my email. A date I can't possibly make. I tried to reschedule online, but they wanted to charge me $50 dollars to reschedule. Thinking this to be unfair I tried to contact ETS directly. I was bounced around on hold for a few times before being told to email in my problem. So I did. I got the automated response that I would get a reply in 2 business days. At this point it has been more than 2 business days and still no response. Today is the last day I have to reschedule so in order to not forfeit my entire test fee I paid the $50 to reschedule.Desired Settlement: I would like the $50 dollars refunded. I should never have had to pay for this.

Business

Response:

A message was left for Mr. [redacted], apologizing for the issues he faced and telling him that the $50.00 refund was being processed.

Review: I studied for the GRE general test for three months. I drove all the way to North Dakota, took a four hour test with the only light at the end of the tunnel being that I would get to see my scores at the end. At the end of the test I never got the option to see my scores, cancel my scores or send my scores. I can see how this could be a quite profitable technical error for the test to just quit as was evidenced when I called the testing center. I was told I could choose to reinstate my scores for $30. I asked them if my scores had been cancelled, the representative said that she was not sure because the information would not be loaded to the test center for three days. Then why was she telling me to pay to have my scores reinstated!? I never ever cancelled them, I never even had the option!! So let's just throw $30 out the window on a whim? What kind of business won't even help a customer when something goes wrong with their product!? I will also have to pay another $25 to send my scores out because this option was not given to me at the end of the test! I'm so disappointed with the service of this business. No help what so ever was given to me through customer service and I am going to be charged exorbitant fees because of their products technical error. In my, consumer, mind paying for a product this is unacceptable, but they do not see it this way at all. They do not even recognize that the testing product failed and just expect me to throw money at them to try to solve a problem that might not even exist yet.Desired Settlement: I would like to have had the product work properly in the beginning to give me the scores and the option to send the scores out. If the product cancelled my scores, which I assume that it did not seeing as I did not ever choose that option and the people at the testing center said the test did go through as complete and acknowledged that something had gone awry which there has been technical issues in the past, then I would like that fee waived as these are services that were promised to me. Also I would like the fee waived to send my test scores out, it's only to one testing site as I am applying for early admission, since I was also promised that service and never received it.

Business

Response:

Please see our response below:

Dear Ms.[redacted],

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the score reinstatement policy of your June 25, 2013 GRE® Subject Test. When you contacted the Revdex.com, you expressed your concern that you would be required to pay the $30 score reinstatement fee for the canceled scores of this exam.

In view of your concerns on exiting the exam without sending scores, I had technicians review your Examinee Performance Report (EPR), which records all system events in a testing session. Per this report, there were no abnormalities that occurred during your examination. After answering question 19 of 20 in the last section of the exam, you hit QUIT at 5:24:29 PM where you were presented with the following message:

"WARNING: DO NOT click QUIT Test unless you are sure you want to quit the test. To return to the test, click Return to Test. Once you quit the test, you CANNOT return to this testing session. Your scores for this testing session will be canceled and there will be no scores for this test on your GRE record. You will not be able to view your scores and no record of this test will be sent to your designated recipients. You may take the GRE revised General Test (computer-based and paper-based) only once every 30 days, and no more than five times within any continuous rolling 12-month period. This applies even if you canceled your scores on a test taken previously. If you test more than once per 30-day period, or more than five times in a 12-month period, your new scores will not be reported, your test fee will be forfeited, and you may be banned from future testing."

At 5:24:51 PM, you hit QUIT again where it then indicated Candidate Completes Test. Unfortunately, this is considered candidate error and I cannot comply with your request to waive the $30 reinstatement fee.

Canceled scores can be reinstated if your request is received at ETS within 60 days after your test date. You may fax or mail a completed Score Reinstatement Form with payment ($30) to ETS. In addition to providing your name, date of birth and daytime phone number, you will need your test date and registration number to complete the form. The Score Reinstatement Form can be downloaded from the GRE website at [redacted]

Also, you can designate up to four free score recipients on the form. Include the appropriate department codes and indicate what scores you want sent. You may choose the ScoreSelectSM Most Recent option and send scores from your most recent test administration, or you may choose the ScoreSelect All option and send scores from all administrations in the past five years.

If you do not select score recipients, you will have to pay $25 per recipient to have scores sent at a later date.

Scores will be reinstated and reported approximately two weeks after your request for the computer-based test or on the approximate score report mailing date for the paper-based test which can be found on the inside back cover of the GRE Information and Registration Bulletin.. Your scores will be mailed to you and your designated score recipients shortly thereafter.

Fax: ###-###-####

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

Sincerely,

Review: ETS refuses to update my name on MY account so I can take the test. I am also unable to get a refund for the price of the test.

I have been married for 12 years, and I have had my ETS account for ten years. I did not legally change my name when I married, so it remained [redacted] However, all my documentation says [redacted].

When I registered for the GRE 30 September 2015 and received my confirmation email, it occurred to me that I might have an issue with my name. I immediately went into my ETS account to update the information only to find out that I cannot update my own account. I figured…ok, it’s a security/safety measure. There was a section on your website that mentioned providing documentation (marriage license, etc.) if you have a name issue. I decided to call the next day and get it straightened out.

Imagine my dismay when after talking to two different people I was told that I couldn’t speak with a supervisor and there was no recourse for me: the name must be exact and I would be out $100. I am sickened that 1) there is no grace period on your refunds; I made my reservation to take the test at 1900 MST and called to “fix” my account name at 0700 MST the next day. 2) that you have absolutely no way for people to reconcile their account name on ETS with their current legal names and ID’s. I was told I would simply lose 50% of my cost and have to open another account.

This seemed to me to be nothing more than a shakedown by a company that has a monopoly on a product unavailable anywhere else. However, I called yet again and spoke with a third representative who informed me that you can and in fact, have updated updated people’s names on accounts once they send in proper documentation. This seems to me like a reasonable policy.

I sent the company copies of all necessary documentation, only to receive a canned response that offered no resolution to the problem and showed a sever lack of customer service.Desired Settlement: I would like my name on the account to updated OR I would like a refund of my registration fee so I can re-make an account and register to take the GRE!

Business

Response:

A message was left for [redacted] on 10/19/15. An email below, was sent on 10/20 and they were able to speak the afternoon on 10/20/15.

From: TTA GRE Advocacy [mailto:[email protected]] Sent: Tuesday, October 20, 2015 12:11 PM To: [redacted] Subject: [redacted]Case#[redacted] Dear [redacted] We received a complaint from the Revdex.com regarding not being able to update your GRE account or issue you a full refund. Unfortunately we are not able to update the name on your account to match your primary identification. As stated on our website and in the bulletin, you must enter your name exactly as it appears on the primary identification document. As a one-time exception, I will issue you the other 50% of the test fees but what you will need to do first is cancel the test, you will automatically receive 50% of the test fees. Then you will need to register for another GRE test with the correct name used on your primary identification once that is done contact me by email or by phone and I will refund the other 50% of the fees. I hope this information is helpful. Best Regards, Pamela D[redacted]

Consumer

Response:

I have been out of town for weeks, and am just now following up with Revdex.com. I understand how you catalogued my complaint, BUT, if possible I would like to give ETS-GRE a fair shake; they did reach out to me and the issue was resolved with a one-time credit which allowed me to reschedule my test under my legal name.

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: ETS refuses to refund or re-apply the registration cost to another time slot. During their registration process the user is asked to select their desired location for taking the GRE. This information is not carried over into succeeding steps of the registrations process. I can only assume they have another company actually administer the test. When I again put in my desired location, it gave me a listing in another country. A fact that I did not notice until I went to take the test on July 10th, and was told I was registered in Canada (I'm in New Jersey). I have posted two screen captures which highlight this error. In the first you see the proper testing center selected. Which for me was [redacted] NJ.https://goo.gl/photos/Nio1XkMRBWfU67747In the second you see a testing center listed, which was for another [redacted] in Canada.https://goo.gl/photos/2UWFis3bw2hPUWn16I verbally and in writing requested either a refund or to have funds allied to another registration at a later date. I would appreciate any help you can provide in addressing this matter.Desired Settlement: The cost of registration should either be refunded, or applied to a rescheduled registration.

Business

Response:

After a phone conversation with the customer,today, 7/21, a voucher was issued for a free GRE retest. The situation has been resolved.

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.

Thank you so much for your help and assistance! As a student, that voucher made a big difference for me.

Regards,

Review: I ordered my GRE scores to be sent to multiple universities ([redacted] are the ones that I actually need delivered, though I did request others when I was considering other universities). The test itself cost $185 and you get 4 "free" reports to universities with that. I selected as part of the fou[redacted] I recently got an email from [redacted] that my scores were never received. I had the same issue with [redacted] a month prior. I contacted them about [redacted] and was told they were sending the scores and they would be there in 2 weeks. Now I'm concerned [redacted] never got them. As for [redacted] I ordered those scores online (tried multiple times actually, just in case!). Since the website kept telling me that I'd already submitted a request for my scores to be sent to [redacted] I took that to mean they'd actually processed my request. I don't think they did. I have had to email all the universities I applied to to let them know there was a mess up regarding my scores. They were understanding since apparently this happens fairly often, according to them.Desired Settlement: I would like two things done to resolve this:

1. I want those scores to be delivered ASAP to the above schools. Express mail/overnight preferably. These universities need those scores, and I don't want them to have to wait because ETS didn't send them the first time.

2. I want a refund ($27) for each of the scores I requested with the test. So that would be a refund of $108. I'm not asking for a refund of the full test. I am also willing to pay $27 to ETS if it means they will ACTUALLY process my request for the scores to be sent to [redacted] I would also like those scores to be sent ASAP to [redacted]

Business

Response:

Dear [redacted], I have received your email and Revdex.com complaint regarding the reporting of your test scores to your respective universities. I contacted all the universities today [redacted]) and all the schools have your scores in their system. The representative from [redacted] said that when the university receives the electronic score file, it can take up to 2 to 3 weeks for the file to get uploaded in their system. I have also ordered a score report to be sent to [redacted] University today. The scores will be sent in the next electronic reporting cycle which should occur this Friday after 3pm. I hope that this information is helpful. If you have further questions, please contact me. Sincerely, [redacted] GRE Test Taker Advocacy Consumer’s Original Review: I ordered my GRE scores to be sent to multiple universities ([redacted] are the ones that I actually need delivered, though I did request others when I was considering other universities). The test itself cost $185 and you get 4 "free" reports to universities with that. I selected as part of the four: [redacted], CMU, and [redacted]. I recently got an email from [redacted] that my scores were never received. I had the same issue with [redacted] a month prior. I contacted them about [redacted] and was told they were sending the scores and they would be there in 2 weeks. Now I'm concerned [redacted] never got them. As for [redacted] I ordered those scores online (tried multiple times actually, just in case!). Since the website kept telling me that I'd already submitted a request for my scores to be sent to [redacted] I took that to mean they'd actually processed my request. I don't think they did. I have had to email all the universities I applied to to let them know there was a mess up regarding my scores. They were understanding since apparently this happens fairly often, according to them. Consumer’s Desired Resolution: I would like two things done to resolve this: 1. I want those scores to be delivered ASAP to the above schools. Express mail/overnight preferably. These universities need those scores, and I don't want them to have to wait because ETS didn't send them the first time. 2. I want a refund ($27) for each of the scores I requested with the test. So that would be a refund of $108. I'm not asking for a refund of the full test. I am also willing to pay $27 to ETS if it means they will ACTUALLY process my request for the scores to be sent to [redacted] I would also like those scores to be sent ASAP to [redacted]

Review: I paid $185.00 to take a GRE exam and have it sent to the University of [redacted] I took the test and asked if the results were sent and was told "yes". This was to enter the accelerated nursing program to earn my master's degree in nursing. It was time sensitive and I also spent money on the University's application itself. I received an email from the nursing program stating that I will not be looked at any further for a spot in the program because they have never received my GRE exam results. I called the GRE testing site and they said I selected the right school and code for the exam results to be sent to but did not indicate the graduate program so they did nothing with the results. They then explained if I were to pay them an additional $25.00 they would send them now after the date of acceptance had long been passed. After asking for a manager they decided to send the results for free. However, it was too little too late. I will never have the opportunity again to apply since I will have a bachelor's in nursing during the next cycle and they do not accept applicants with prior nursing degrees. They should have never told me the results were sent and if there were any discrepancies I should have been notified after completing the test. This mistake has cost me over $200.00 and hours of times and wasted the time of some very important references. Furthermore, I had asked about submitting the scores right before taking the test at the testing center and followed up to ensure the results were sent after. They have done me a great disservice that will ultimately cost me 2 additional years of education and thousands of dollars to achieve the master's degree through other methods.Desired Settlement: I wish to receive a refund for the $185.00 and wish that you would provide clear instructions to future students with proper confirmation so they do not make the same mistake. My hope is that it is not something that is done intentionally to receive larger profits but rather an error that can be corrected in the future.

Business

Response:

Please see our response below:

I have left message for candidate advising a full refund has been processed for his test. Also advised that I am bringing suggestion to Program to update score reporting screen with statement advising that if you are applying to graduate school at the AI , you will also need to list them as a DI

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 website to take GRE exam did not clearly state my situation on the Web page "What to bring to the GRE". Thus, I was missing a key document while attempting to take the exam and was not allowed to take the exam. When asked for a refund or reschedule. My request was denied. It should not be expected for me to carry my resident card, yet it seems as though they did. I would be perfectly content with rescheduling if they would allow it. However, the time for that has passed and I would have to demand a refund. The key points in this complaint is that their website did not clearly state what was required of me on this test day, thus wasting my time and money. I feel as though I was discriminated against and entitled to a refund.Desired Settlement: Refund

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, September 23, 2015 2:27 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 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 September 22, 2015. We would like to apologize for any information that may have been ambiguous to you with regard to the ID policy. 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 are unable to locate such contact from you. 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[redacted] "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." 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 [redacted] Please note, as a one-time courtesy, you have been refunded 50% of your registration fee as of today, September 23, 2015. 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. I hope this information is helpful and wish you much success in your future academic endeavors. Sincerely,Linda M[redacted] AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Review: Paid for and scheduled to take an exam administered by the merchant. Requirements for admission to the testing center requires one to provide acceptable and valid identification with the name on the identification matching the name used when registering for exam.

Arrived at the test center on time and provided several acceptable forms of identification including a passport, alien residence card, drivers license, and student ID; all of which are signed and valid documents. My passport contains my maiden name but all other mentioned identification contains my married name which matches the name I used to register for exam. Administrator denied me entrance to exam because according to her, a valid passport is the only documentation accepted for non-resident citizens and name on passport must match name used when registering.

According to ETS acceptable ID policy found on the their website, an alien resident card may be used in place of a passport as long as the name is the same name used when registering and must be accompanied by another valid ID with matching names (ie, drivers license, student ID). Explained this to administrator but was still denied access to testing center.

Calld ETS and confirmed with representative Taniesha (ID# [redacted]) that an alien resident card can in fact be used in place of a passport. Requested a credit or refund but was denied with no reason given other than the administrator has the right to deny anyone access to test center regardless of situation. This is poor business practice. Clearly, the administrator in this case is at fault for not being familiar with the acceptable ID policy guidelines and therefore should be held accountable. I can understand not getting a refund if I was late to the exam or didn't have the proper ID, but I was on time and had the correct ID and unable to receive a refund or credit. Whats more is that I am schedule to take test again in two week at same location and fear it will be same thing.Desired Settlement: I would have accepted a credit to retake exam but do to time constraints had to pay for the test a second time. Because of this, I am seeking a full refund of amount paid for first exam that I was denied access to.

Business

Response:

[redacted] was contacted by phone 7/29/15 and advised that a one time exception would be made to refund her the test fee. She was advised that the ID policy is clear and if she needs to test again, she will need to register in the name listed on her passport and secondary ID.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and can only partially accept this resolution as being satisfactory. ETS continues to ignore the fact that their administrators and representatives are all not in accord with the acceptable identification (ID) guidelines which clearly state that an alien resident (green) card can be used in place of a passport as long as it is accompanied by a secondary ID; both of which must be valid and have the same exact name used when registering for the exam. That said, there is no need for me to register in the name listed on my passport as [redacted] indicates in her reply. I want to make this clear because I already registered a second time under the same name listed on my alien resident card (not passport) prior to Ms. D[redacted] correspondence. This was mentioned to Ms. D[redacted] during our phone conversation. I also do not have a secondary ID that matches the name on my passport as Ms. D[redacted] suggests is also required in her reply. What I do have is a resident alien (green card) and a secondary ID (school ID) which are both valid, contain my photo, signature, and match the name I used when registering for the exam. The combination of my alien resident (green) card and secondary ID are acceptable forms of ID that should be accepted according to ETS's acceptable identification (ID) guidelines. This is what I used when I was denied entry to the testing center the first time and is what I will attempt to use again when checking into the testing center the second time. While I do appreciate the fact that Ms. D[redacted] is granting me a refund, this complaint shall remain unsatisfied until the business responds by verifying that an alien resident (green) card and secondary ID are acceptable forms of identification as long as they are valid, signed, contain a photo, and match the name used when registering for the exam so that it is documented in the event I am denied access to the test center a second time. Regards,[redacted]

Review: On the 15th of December, I registered to take the GRE, but cancelled my registration the next day. Their policy is to keep half of someone's money and they give trivial reasons for why they should do it. Regardless, this is an extremely unfair policy and I want a FULL refund of my money. My registration was only in their system for a few short hours. I have already spoken with a woman named [redacted] on the phone who provided me with a mailing address and said this is how I would get a hold of them. I asked for an email alternative and she said their wasn't one. Therefore, I looked up their complaint email address on my own and emailed them my complaint. I also wrote them a letter and sent it to the address that was provided to me [redacted]). No one has responded to my complaint and, so far, I have only received a partial refund.Desired Settlement: A FULL refund of my money.

Business

Response:

Please see our response below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, December 31, 2014 8:29 AMTo: [redacted]Subject: GRE® revised General Test / Case ID [redacted] Revdex.com Case [redacted] 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 January 7, 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I have already stated, the policy this business enacts on its customers is completely unfair to the customer. Whatever excuse the ETS company uses to keep HALF of someone's money when they need to cancel their registration is UNACCEPTABLE and POOR, GREEDY business practices. I assure you I am not made of money and that every penny of that money you took could cover two weeks of groceries in this house to support myself and my son, and if I do not get ALL of my money back, I will raise hell and high water with you. You need to change your unfair policy and you need to do the right thing and refund ALL of my money.

Regards,

Review: I showed up prior to exam (0800) for (0830) exam and was not allowed to take exam because the person accepting IDs would not accept my military identification and drivers license as valid forms of personal identification to take test.Desired Settlement: Be allow to test at alternate location or time when a person that will accept a military ID and drivers license is available or refund 115.00 paid for test

Business

Response:

Please see our response below:Dear [redacted] Per the Revdex.com (Revdex.com) case and our telephone conversation of today, I have refunded $115 back to your credit card so that you may reschedule the Praxis II Math: Content Knowledge exam at your convenience. Also, so that you know where to locate the reference tables, please see the screen-shot information below. As for actual test information, please see http://www.ets.org/praxis/wi/requirements to verify if you are taking the correct Math test. There are two different Math Content Knowledge exams…5061 and 5161. Free test information on each test can be located at: [redacted] As for the reference table info, for the Praxis II Math: Content Knowledge test 5061 and 5161 the reference tables are accessible for the total duration of the tests via the “Math Reference” tab in the Help tool. · Mathematics: Content Knowledge 5061 and 5161 Screen shots of the General Test Information, which describes the Reference tab, and the actual Reference tab are provided below for your reference. Thank you for taking the time to contact us and granting us with the opportunity to provide clarification regarding your complaint with the Revdex.com. [redacted]~~~~~~~~~~~~~~~~~~~~Test Taker AdvocateEducational Testing Service~~~~~~~~~~~~~~~~~~~~[redacted] P Before printing this e-mail, think if it is necessary. Think Green. .

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

Please see our response below:Dear [redacted], Per the Revdex.com (Revdex.com) case and our telephone conversation of October 22, 2014, I have refunded $115 back to your credit card so that you may reschedule the Praxis II Math: Content Knowledge exam at your convenience. However, you did not permit enough time for this transaction to transfer from our bank to yours. You then asked your bank, on October 28, to do a chargeback of the $115 causing there to be a $20 chargeback fee on your Praxis account. As a one-time courtesy, I have removed the $20 fee and you now have a -zero- balance on your Praxis account. I hope this information is helpful. Regards,[redacted], Advocate

Review: I took a Praxis series test last summer and was notified on August 13, 2013 via email that my scores would be available for one full calendar year online through my ETS account. I tried logging onto my account prior to August 13, 2014 and my score report was unavailable. I have been in contact with ETS regarding this and it keep getting the run around and being told I need to spend $40 to get my report now. I mentioned receiving the email and they asked me to forward it to them as proof that I was told on August 13, 2014 about my scores being available. After receiving the forwarded email, I get a response saying that my scores were actually made available on August 6, 2013 and I would need to spend $40 to get the scores again. I am furious they'd request the email as proof and then change the date the scores became available after getting the proof.Desired Settlement: I would like access to my score report.

Business

Response:

Please see our response below:-----Original Message-----From: PRAXIS [mailto:[email protected]] Sent: Thursday, August 28, 2014 10:11 AMTo: [redacted]Subject: Revdex.com Emily Rogers Revdex.com #[redacted] ID [redacted] Reporting Deadline [redacted] ETS was notified by the Revdex.com (Revdex.com) of your complaint regarding the time limit on accessing scores on our Web site for the Praxis Series tests. Your concerns were referred to the Test Taker Advocacy Team for further review. When you contacted the Revdex.com, you stated that you were informed that Praxis online scores would be available for one calendar year. ETS takes great care in the services we provide to our customers and we take these complaints very seriously. Vital information regarding the score reporting for the Praxis SeriesTM exam is available on our Web site, www.ets.org/praxis, as well as the The Praxis SeriesTM Information Bulletin (also available on the Web site). Under the Scores & Score Report heading, test takers are advised that ”Online scores are downloadable and available for one year from the score reporting date.” The calendar date as you mentioned is not applicable to the online reporting as scores are reported year round and to purge scores on a calendar year basis would be unfair to all examinees because this would mean some scores would no longer be available less than a week after the reporting date. It should also be considered that the purpose of the online score reporting is for candidate record only. Score recipients require official score report which is sent from us directly to the designated institution. This service is provided by ordering the Additional Score Report (ASR) at a nominal fee of $40. ASRs may be sent up to 9 years and 11 months from the test date. Since the online score reporting date has expired for the dates of your exams, the remaining method to access these scores is through the ASR service which will be available until they are purged on the scheduled dates in Year 2023. We appreciate your inquiry, and we hope this information has been helpful to you. We wish you every success in your professional endeavors. Regards, [redacted]Test Taker Advocacy Team

Review: Registration Number: [redacted] ETS Number: [redacted] On February 22, 2014, I appeared for my TOEFL IBT Test on time after paying the $180 fee. However, I was not admitted to take the test because I had a valid New York State I.D. instead of a valid passport.

On February 22, 2014, the test officer told me that I would have to call TOEFL to reschedule my test.

On or around March 16, 2013, I called TOEFL and I was told I would have to pay the fee again in order to take the test.

On or around March 27, 2013, I emailed TOEFL and I was told I would have to pay the fee again in order to take the test.

This was the first time my [redacted] State government issued I.D. was denied as a valid I.D. since it was first obtained.

How can TOEFL deny a valid state issued I.D.?Desired Settlement: I do request TOEFL to allow me to take the test without having to pay the $180 fee again.

Business

Response:

Please see our response below:

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

Sent: Monday, April 07, 2014 11:22 AM

To: [redacted]

Subject: [redacted]-February 22, 2014 iBT TOEFL Exam-case[redacted]

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) about your dissatisfaction with not being able to take the February 22, 2014 iBT TOEFL test.

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. You checked that you were testing outside of your country of citizenship. As stated in the TOEFL iBT Bulletin and on the TOEFL iBT website: You must present a valid passport with your name, photograph and signature as your primary ID document. You presented an expired passport. The test center administrator was following TOEFL program policy in not admitting you to the center. You are responsible for bringing valid and acceptable identification each time you report to a test center.

As a one-time exception, a payment voucher has been issued in order for you to test again free of charge, at a location and time that is most convenient for you. For security reasons, the voucher number will not be put in this email. Please use the voucher authorization number listed on your TOEFL iBT web profile to schedule another test date. The voucher number will pay for the 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 www.ets.org/toefl. The voucher is good for one year from the date it was issued.

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.

Sincerely,

TOEFL Test Taker Advocacy

Review: A fee-reduction voucher was issued in July 2012, at which time I paid for 50% of the testing fee. In January I sent a letter to ETS-GRE including the voucher requesting a refund of the amount that I paid. When no response was received after the end of the voucher period for testing, I called ETS on 8/15/13 to make a verbal refund request. [redacted], the manager I spoke with, said there was no record of the letter or returned voucher in their system.Desired Settlement: In talking with [redacted] ETS-GRE does provide up to a 50% refund. If that is correct why am I not receiving at least that amount, please?

Business

Response:

Please see our response below:

Original Message-----

From: [email protected] [mailto:[email protected]]

Sent: Friday, August 16, 2013 9:44 AM

To: [redacted]

Subject: Case ID [redacted]

Dear [redacted]

We are writing in response to your recent complaint we received from the

Our records confirm that you are requesting a refund for a exam that you did not pay the full price for. The 50% refund is for candidates who paid full price for the exam.

Please visit our website (http://www.ets.org/gre/revised_general/about/fees/policies/)to familiarize yourself with our refund policy:

Refund Policy

If you cancel your registration no later than four days before your test date, you will automatically receive a refund equivalent to half of the test fee. For example, the deadline to cancel a Saturday appointment at a testing location in the United States is Tuesday. The remainder of your payment will be retained to cover expenses for processing your registration and holding space at the test center.

•Refunds will be in U.S. dollars.

•Cash refunds are not available.

•Refunds will not be given if you do not follow proper registration procedures and/or fail to present the required identification documents at the test center

Also please visit the following website below that speaks to our GRE Fee Reduction Policy:

GRE Fee Reduction Info http://www.ets.org/gre/revised_general/about/fees/reductions/

We do apologize for the inconvenience.

Review: I have contacted ETS regarding a unused fee wavier. My complaint is that after I mailed it on January 15th 2016 I called and emailed them to stop the process of it or refund my money on January 26th 2016. I have not registered for ANY test date and the voucher code has NOT been redeemed. I requested this refund to them because I submitted payment for the wrong test. I am not suppose to take the GRE which is for a Masters Program, I am instead suppose to take the ACT, SAT, or TAP for a Undergraduate Program. They refuse to give me a refund when I reached out to the company again on February 3rd 2016 and stated there policy is no refund for unused waivers since I paid half the cost for the test. They told me I would have to contact the school about taking the test I am suppose to take.

The problem with ETS response is that the test I am suppose to take (TAP, ACT, SAT) has a cost as well and the company has taken my money causing me to be unable to take the test that I need. The school has nothing to do with this issue because my check was mailed to ETS and processed. Though there policy may state no refunds, I believe that in my case the company should be able to solve this confusion. I still need to take a test so unused does not apply to me. I would just like to use my wavier for the Undergraduate test it should be used for not the Masters.Desired Settlement: Please use my wavier to be applied or transferred to the TAP, ACT, or SAT exams. If this cannot not be done I will need a refund of the payment made out to your company so I can send it to the test I need to take immediately.

Business

Response:

Please see our customer response below:

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

Sent: Monday, February 08, 2016 11:01 AM

To: [redacted]

Subject: [redacted] Revdex.com Case #: [redacted] ETS Case [redacted] Fee Waiver [#[redacted]]

ETS was notified by the Revdex.com (Revdex.com) of your request for a refund from a fee waiver transaction which you ordered for the GRE Revised exam. As you were aware at the time of making this request, fee waivers, once issued are not refundable. The number of fee waivers available to our test takers are limited and once issued they cannot be reused. It is for this reason that test takers must follow stringent procedures to become eligible, and they are advised to verify their need before making such request. When the test taker rescinds on a request, it prevents another examinee from obtaining the same privilege of taking the exam at a reduced cost.

Although ETS reserves the right to deny such request, as a goodwill gesture, a onetime exception is granted to refund $102.50 to your account. This transaction will take four to six weeks and will be reimbursed in the form of a check which will be mailed to the address listed on file.

Thank you for your interest in the GRE Program. If I may be of further assistance, please let me know.

Regards,

Doreen S[redacted]

Test Taker Advocate

Consumer

Response:

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

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

Regards,