Please see our customer response below: From: Test Taker Advocacy Sent: Thursday, May 12, 2016 2:46 PM To: [redacted] Subject: RE: Revdex.com Rejection [redacted] GRE[redacted]The call was recorded for training purposes and remediation if necessary. You were notified on the call that you would not be able to change your name on the old ID, and you were given assistance to generate your password on the new ID. No assistance was offered or completed on your old account. There had to be some misunderstanding when you used your old ID. Again, ETS cannot change test takers’ name. A new account was created which you acknowledged that you had already done.After your contact with our customer service team in January 2016, you used your new id with the newly assigned ID and password to register and complete three Praxis exams under the name [redacted] ([redacted] which indicated that you were aware of the need to complete your registration under your new account. The following registrations have since been completed by you under your new account:03/26/2016 -5221 SPEECH COMM02/23/2016 -5732 CORE MATH 01/30/2016 - 5732 CORE MATHThe identification presented for all three test admins matched your new ID and you were able to complete your exams without incident. The April 30, 2016 registration was completed using the old account. When you logged into this ID ([redacted]), the name that would have appeared on this registration would have been, [redacted] If this were a case of ETS’ error, a call would have been made to our customer service department informing us of the discrepancy you found. We were not able to locate any record of contact from you following the April 30th registration and our investigation shows that the registration was completed online by you.Despite the error, a onetime exception to refund the test fee under the old ID has been submitted and ETS will pay for your absenteeism. Please note that any further registration under the old account will not be refunded. For security purposes, the name on your registration must be an exact match to the ID presented at the test center.Thank you for allowing us to complete a thorough review.Regards,[redacted] H[redacted]
Complaint: [redacted]
I am rejecting this response because: How do I know that my test will be graded fairly after I was told by the representative they could not retrieve it?
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
No response was given as of yet, except for notification for starting investigation of my case.
Regards,
[redacted]
Please see our customer response below:
Dear [redacted]
ETS was notified by the RevDex.com (Revdex.com) that you submitted a rebuttal to my response regarding a
100% refund for the GRE® General Test that was scheduled for September 2, 2016.
I apologize for any inconvenience
caused by my previous response. I reviewed your file again, and found you are
correct. The $205.00 registration fee for your September 2, 2016 GRE General
Test administration was returned to ETS on October 19, 2016.
A full refund of your September 2,
2016 GRE General Test fee has been processed. The US$205.00 refund should
appear on your credit/debit card statement within seven days.
I wish you success in your future
professional endeavors.
Sincerely,
Brian F[redacted] Advocate
Educational Testing Service
GRE Test Taker Advocacy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see our customer response below: Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a refund for your September 30, 2017 TOEFL® registration. In your complaint, you indicate you were not allowed into the test center...
despite having proper identification. Test security is very important to the TOEFL program and to the institutions and agencies who receive TOEFL scores. For that reason, we have to strictly enforce the policies and procedures we have in place concerning the identification documents (ID) test takers bring to the test center. ID requirements vary depending on your country of citizenship and where you are taking the test, and are clearly spelled out in the TOEFL Bulletin and on the TOEFL website. To see the requirements specific to your country, go to www.ets.org/toefl/ibt/id and use the drop-down menu to select the country where you were registered to take the test. The page for test takers testing in the United States that if you are testing outside of your country of citizenship, you will need to present a passport for admission into the test center. Our records indicate that you were scheduled to test in the United States on September 30, 2017, and you indicated on your TOEFL account you are a citizen of Brazil. The test center filed a report which states that you indicated you were testing outside of your citizenship, and you were unable to present your passport. The test center was following TOEFL policy in not allowing you to test. If you wish to test, you will need to submit a new registration with the appropriate payment. Although the Revdex.com is familiar with our policies and procedures, I thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Revdex.com. I regret that I cannot comply with your refund request. I wish you success in your future endeavors. SincerelyTOEFL Services
Please see customer response below:From: Test Taker Advocacy Sent: Thursday, November 03, 2016 4:09 PM To: D[redacted], Judith L <[redacted] Subject: FW: Revdex.com [redacted]
[redacted]
*ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the...
services you received from our organization. In your complaint, you noted that your credit card was charged two times for one successful registration of the GRE exam. I received a call from your daughter, [redacted] today and I personally refunded the card over the telephone before seeing this Revdex.com complaint. If you should have any other issues regarding this refund transaction that was processed today, please do not hesitate to contact me directly. I hope this information is helpful and apologize for the length of time this refund issue took to be rectified. Regards,Linda M[redacted] AdvocateGRE Test Taker Advocacy Group
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Please see our customer response below:From: M[redacted], Linda S Sent: Friday, August 05, 2016 10:14 AM To: [redacted] Subject: Revdex.com Case #: [redacted] GRE Case [redacted] [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the...
services you received from our organization. In your complaint, you noted that your confirmation of registration was incorrect and you feel that it is a system issue in the GRE registration process. Although I have investigated your issue and find that there were no system issues reported on the date of your original registration, I have made a one-time exception to policy and refunded the $50 date change fee. Please allow 7-10 business days for the transaction to post. I hope this information is helpful. Regards,Linda M[redacted] AdvocateGRE Test Taker Advocacy Group
Complaint: [redacted]
I am rejecting this response because:I recieved an email from the company yesterday stating that my account has already been paid in full as of April 5th. But I still got a bill in the mail saying I owe $215.00
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The terms are not used interchangeably. The facility would mean all property controlled by the company. Whereas, building means the structure. The idea of facility would include anywhere on the campus. For example, if I decided to sell lemonade in the parking lot of the ETS testing center I would be asked to leave because I was on their campus. The facility is not interchangeable with the word building. Also, I was rushed by the employee to hurry and sign so that she could seat others. She spent 5 minutes explaining to me about scrap paper being used in the testablishment but never in my five hours on the campus did she mentioned anything about the break and how to proceed during it. This is a failure of the employee to properly instruct test takers during their test.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Steven, Thank you for your response First of all, me showing up every time with my passport on me was a clear coincidence as I showed up with my backpack that had all my paperwork, doesn't necessarily means I knew passports were the only for of ID that I could use.Furthermore, I'm sure ETS could have made the text of the email more clearer, so it helps people comply with the odd rule not just take their money then ask to repay.In addition, the fact that you addressed only the money issue and telling me that you won't refund me or reschedule my test for me makes me sorry. All you guys care about is the money clearly. You never addressed how your employees dealt with me not wanting to give me any proof of the situation even their names!!! You know I have the right to know who I'm speaking to in reputable organizations, as I know now I'm talking to Steven. I truly felt I was scammed by them. I also mentioned they asked me if I had my green card, workpermit as other forms of ID which means there's other forms that could be used not just like you or the website says (last time I Checked green card was not an ID but your employee said they would take it over a valid license) and I even gave you the employee name IRIS, that I had to walk around to read her name tag as she won't give to me.At the end, I talked to my bank for a refund as I doubted you guys would want to help at all, ETS has lied to the dispute telling my bank I haven't showed up to the test!! I appealed the decision and showed documentation and your test schedule confirmation email and they issued me a full refund this morning. So even my bank doesn't see you guys conducting business the right way. But apparently you still think you are. Regards[redacted]
Please see our customer response below:[redacted]
*We were notified by the Revdex.com of the complaint you filed against the Praxis Program at Education Testing Service (ETS). A driver's license is an acceptable form of valid ID for testing. However, your driver's license...
was expired and, therefore, you were not permitted to test and forfeited your test fee. 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 PRAXIS®:"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 Praxis® Information and Registration Bulletin at [redacted] You also confirm your entire registration before completing your appointment and, as you mention, have taken Praxis tests before this test date. 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,The Praxis SeriesEducational Testing Service
Please see our customer response below: From: Test Taker Advocacy Sent: Thursday, May 12, 2016 2:46 PM To: [redacted] Subject: RE: Revdex.com Rejection [redacted] GRE[redacted]The call was recorded for training purposes and remediation if necessary. You were notified on the call that you would not be able to change your name on the old ID, and you were given assistance to generate your password on the new ID. No assistance was offered or completed on your old account. There had to be some misunderstanding when you used your old ID. Again, ETS cannot change test takers’ name. A new account was created which you acknowledged that you had already done.After your contact with our customer service team in January 2016, you used your new id with the newly assigned ID and password to register and complete three Praxis exams under the name [redacted] ([redacted] which indicated that you were aware of the need to complete your registration under your new account. The following registrations have since been completed by you under your new account:03/26/2016 -5221 SPEECH COMM02/23/2016 -5732 CORE MATH 01/30/2016 - 5732 CORE MATHThe identification presented for all three test admins matched your new ID and you were able to complete your exams without incident. The April 30, 2016 registration was completed using the old account. When you logged into this ID ([redacted]), the name that would have appeared on this registration would have been, [redacted] If this were a case of ETS’ error, a call would have been made to our customer service department informing us of the discrepancy you found. We were not able to locate any record of contact from you following the April 30th registration and our investigation shows that the registration was completed online by you.Despite the error, a onetime exception to refund the test fee under the old ID has been submitted and ETS will pay for your absenteeism. Please note that any further registration under the old account will not be refunded. For security purposes, the name on your registration must be an exact match to the ID presented at the test center.Thank you for allowing us to complete a thorough review.Regards,[redacted] H[redacted]
Complaint: [redacted]
I am rejecting this response because: How do I know that my test will be graded fairly after I was told by the representative they could not retrieve it?
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
No response was given as of yet, except for notification for starting investigation of my case.
Regards,
[redacted]
Please see our customer response below:
Dear [redacted]
ETS was notified by the RevDex.com (Revdex.com) that you submitted a rebuttal to my response regarding a
100% refund for the GRE® General Test that was scheduled for September 2, 2016.
I apologize for any inconvenience
caused by my previous response. I reviewed your file again, and found you are
correct. The $205.00 registration fee for your September 2, 2016 GRE General
Test administration was returned to ETS on October 19, 2016.
A full refund of your September 2,
2016 GRE General Test fee has been processed. The US$205.00 refund should
appear on your credit/debit card statement within seven days.
I wish you success in your future
professional endeavors.
Sincerely,
Brian F[redacted] Advocate
Educational Testing Service
GRE Test Taker Advocacy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see our customer response below: Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a refund for your September 30, 2017 TOEFL® registration. In your complaint, you indicate you were not allowed into the test center...
despite having proper identification. Test security is very important to the TOEFL program and to the institutions and agencies who receive TOEFL scores. For that reason, we have to strictly enforce the policies and procedures we have in place concerning the identification documents (ID) test takers bring to the test center. ID requirements vary depending on your country of citizenship and where you are taking the test, and are clearly spelled out in the TOEFL Bulletin and on the TOEFL website. To see the requirements specific to your country, go to www.ets.org/toefl/ibt/id and use the drop-down menu to select the country where you were registered to take the test. The page for test takers testing in the United States that if you are testing outside of your country of citizenship, you will need to present a passport for admission into the test center. Our records indicate that you were scheduled to test in the United States on September 30, 2017, and you indicated on your TOEFL account you are a citizen of Brazil. The test center filed a report which states that you indicated you were testing outside of your citizenship, and you were unable to present your passport. The test center was following TOEFL policy in not allowing you to test. If you wish to test, you will need to submit a new registration with the appropriate payment. Although the Revdex.com is familiar with our policies and procedures, I thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Revdex.com. I regret that I cannot comply with your refund request. I wish you success in your future endeavors. SincerelyTOEFL Services
Please see customer response below:From: Test Taker Advocacy Sent: Thursday, November 03, 2016 4:09 PM To: D[redacted], Judith L <[redacted] Subject: FW: Revdex.com [redacted]
[redacted]
*ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the...
services you received from our organization. In your complaint, you noted that your credit card was charged two times for one successful registration of the GRE exam. I received a call from your daughter, [redacted] today and I personally refunded the card over the telephone before seeing this Revdex.com complaint. If you should have any other issues regarding this refund transaction that was processed today, please do not hesitate to contact me directly. I hope this information is helpful and apologize for the length of time this refund issue took to be rectified. Regards,Linda M[redacted] AdvocateGRE Test Taker Advocacy Group
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Please see our customer response below:From: M[redacted], Linda S Sent: Friday, August 05, 2016 10:14 AM To: [redacted] Subject: Revdex.com Case #: [redacted] GRE Case [redacted] [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the...
services you received from our organization. In your complaint, you noted that your confirmation of registration was incorrect and you feel that it is a system issue in the GRE registration process. Although I have investigated your issue and find that there were no system issues reported on the date of your original registration, I have made a one-time exception to policy and refunded the $50 date change fee. Please allow 7-10 business days for the transaction to post. I hope this information is helpful. Regards,Linda M[redacted] AdvocateGRE Test Taker Advocacy Group
Complaint: [redacted]
I am rejecting this response because:I recieved an email from the company yesterday stating that my account has already been paid in full as of April 5th. But I still got a bill in the mail saying I owe $215.00
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The terms are not used interchangeably. The facility would mean all property controlled by the company. Whereas, building means the structure. The idea of facility would include anywhere on the campus. For example, if I decided to sell lemonade in the parking lot of the ETS testing center I would be asked to leave because I was on their campus. The facility is not interchangeable with the word building. Also, I was rushed by the employee to hurry and sign so that she could seat others. She spent 5 minutes explaining to me about scrap paper being used in the testablishment but never in my five hours on the campus did she mentioned anything about the break and how to proceed during it. This is a failure of the employee to properly instruct test takers during their test.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Steven, Thank you for your response First of all, me showing up every time with my passport on me was a clear coincidence as I showed up with my backpack that had all my paperwork, doesn't necessarily means I knew passports were the only for of ID that I could use.Furthermore, I'm sure ETS could have made the text of the email more clearer, so it helps people comply with the odd rule not just take their money then ask to repay.In addition, the fact that you addressed only the money issue and telling me that you won't refund me or reschedule my test for me makes me sorry. All you guys care about is the money clearly. You never addressed how your employees dealt with me not wanting to give me any proof of the situation even their names!!! You know I have the right to know who I'm speaking to in reputable organizations, as I know now I'm talking to Steven. I truly felt I was scammed by them. I also mentioned they asked me if I had my green card, workpermit as other forms of ID which means there's other forms that could be used not just like you or the website says (last time I Checked green card was not an ID but your employee said they would take it over a valid license) and I even gave you the employee name IRIS, that I had to walk around to read her name tag as she won't give to me.At the end, I talked to my bank for a refund as I doubted you guys would want to help at all, ETS has lied to the dispute telling my bank I haven't showed up to the test!! I appealed the decision and showed documentation and your test schedule confirmation email and they issued me a full refund this morning. So even my bank doesn't see you guys conducting business the right way. But apparently you still think you are. Regards[redacted]
Please see our customer response below:[redacted]
*We were notified by the Revdex.com of the complaint you filed against the Praxis Program at Education Testing Service (ETS). A driver's license is an acceptable form of valid ID for testing. However, your driver's license...
was expired and, therefore, you were not permitted to test and forfeited your test fee. 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 PRAXIS®:"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 Praxis® Information and Registration Bulletin at [redacted] You also confirm your entire registration before completing your appointment and, as you mention, have taken Praxis tests before this test date. 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,The Praxis SeriesEducational Testing Service