[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.]
Thanks,
[redacted]
Please see our response below:
From: Test Taker Advocacy [[redacted] Sent: Wednesday, April 27, 2016 10:39 AMTo: [redacted]Subject: [redacted]/ETS ID: [redacted]/Revdex.com Case #: [redacted] [Incident: [redacted]]
Dear [redacted]
I am writing in...
response to the Revdex.com complaint you filed concerning the iBT TOEFL exam you were registered to take on April 22, 2016.
According to a report filed by the test center administrator, you were denied admission to the test because you were unable to provide acceptable and valid identification.
Please note, the ID requirements are stated clearly in the Information and Registration Bulletin, as well as on the website, [redacted]. For testing in the United States:
Testing Outside Your Country of Citizenship If you are testing outside your country of citizenship:
§ You must present a valid passport with your name, photograph and signature as your primary ID.
§ If your passport is not written in English-language letters, you must also present at least one Supplemental ID Document. This document must also include your name, a recent, recognizable photo and be in English.
§ Diplomatic and embassy IDs cannot be used as primary identification in place of passports.
Acceptable Documents if Presented with Supplemental ID The following documents may be acceptable for admission to U.S. test centers if presented along with a Supplemental ID:
§ Permanent Resident Card/Resident Alien Card (Form I-551 or I-151)
§ Temporary Resident Card (Form I-688)
§ Employment Authorization Card (From I-688A, I-688B, or I-766)
§ Mexican Border Crossing Card – accepted only at test centers within 25 miles of the Mexican border
Per the website, "If you do not bring valid and acceptable ID, or if the name on your ID does not exactly match the name on your registration, you will not be permitted to test and your test fee will not be refunded." It is the candidate's responsibility to become familiar with the policies for testing. I cannot comply with your request for a free reschedule or 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,
Kelly H[redacted], Advocate
Educational Testing Service
Test Taker Advocacy Dept
Complaint: [redacted]
I am unequivocally rejecting this response. I find the lack of end user support and service provided by ETS and GRE to be in poor taste, but unsurprising given lack of business ethics by which your organization is run. Mainly by actively participating in a monopoly on graduate admission standards, and the willful extortion of hopeful graduate school students by frivolously charging them to pay fees for services which they have already paid, as is the situation in this case. It is clear to me now that the "customer" of ETS is not the end user in regard to the GRE test.The registration fee for the GRE test, which I paid in full, covered all costs for the services in which I rendered. I expected these services, including the score reporting, to be delivered in good faith. It should not come as a surprise that any unwilling patron (as all end users of ETS and the GRE assuredly are by virtue of subjugation to your services through the aforementioned monopoly) expect the same whether that be at the time of the test or any reasonable amount of time after. If the service has been paid for, it should be delivered.This being my uncompromising belief, I will continue to pursue my complaint against ETS' and GRE's non-sensical and unethical business practices in escalation to the relevant consumer protection agencies and departments until which time I am afforded a refund for the scores that I must report to complete pending graduate admissions applications, or I am provided access to the four score reports which I have already paid for.I will not wait for your response in my foregoing measures of complaint, however I will take the appropriate corrective action upon a satisfactory delivery of the reports or refund being delivered. I sincerely hope that ETS and GRE use this example of poor service and atrocious policy as a guide in reviewing and changing its policies to be more appreciative of end users in the future. [redacted]
[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]
Dear [redacted] I have received your email regarding the TOEFL that you had taken on June 25, 2016. You are concerned that you did not have enough scratch paper during the listening section. Please see the link below that states you need to use all the scratch paper before you will be given...
another packet.[redacted]• Scratch paper is provided and must be returned at the end of the test. You must use up all your scratch paper before you can ask the test center staff for more.I will make a one time exception and offer you the option of either keeping your results as is or canceling your test and received a free retest. Please reply.Sincerely, [redacted]TOEFL 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])
Complaint: [redacted]
I am rejecting this response because:
I replied to the ETS on Jan 09. I cannot asumed this matter as resolved until I hear back from them, however I hope the response is positive.
Regards,
[redacted]
Please see our most recent customer response below, [redacted] Thank you again for providing me the additional information needed to investigate your case. Below are all the charges found by our finance department... 09/08/16 $150.00 $150.00 USD Y09/08/16 $150.00 $150.00 USD Y09/09/16 $150.00 $150.00 USD Y-REFUND09/07/16 $205.00 $205.00 USD Y09/07/16 $205.00 $205.00 USD Y09/16/16 $55.00 $55.00 USD Y-REFUND You will notice you were charged $150 twice and refunded once. Then you were charged $205 twice and were refunded $55 of the duplicate $205 charge so far. I will request the additional $150 for this charge be refunded to your [redacted] ending in [redacted] Please allow approximately 7-10 business days for your refund to process. If you have any further questions, please let me know. Regards,Katie H[redacted]
Complaint: [redacted]
I am rejecting this response because: You are giving false vindications and justifications on how you refused to let me reschedule the GRE test. You mentioned that the reason was that I presented an ID that didn't match my name when I registered for the test. I called the customer services and they confirm my identity using my mailing address, my email and my phone number. I really, really don't understand what this has to do with the fee. You can ask me to provide a correct ID, but you can't tell me because of that your fee is gone, I have to pay again. If you have a law, or policy or regulation that allows you to take people's money like this will a lame law and your practice will be "scam" Please explain to me how is this not an scam. Why do you want me to pay the fee again. Provide a single legal and logic reason to allow you to ask for money again.
Regards,
[redacted]
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.
Please see our customer response below: Dear [redacted] We have received your response regarding the iBT TOEFL exam you were scheduled to take on November 4, 2017. Please accept our apologies for the misunderstanding regarding your identification document. The test center supervisor filed a...
report that documents the situation. A payment voucher has already been issued for you to schedule another exam free of charge. The voucher is valid for 1 year from the issue date. 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. If you have further questions or concerns, or are not sure how to use the voucher, please contact us. Sincerely, Test Taker Advocacy TOEFL Services
From: TTA GRE Advocacy [mailto:[redacted]] Sent: Friday, April 08, 2016 4:19 PMTo: [redacted]Subject: [redacted] - GRE Services - Revdex.com Case #: [redacted] [#[redacted]]
Dear [redacted]
Your complaint...
to the Revdex.com (Revdex.com), Case #[redacted], concerning billing fees for the GRE test has been forwarded to me for an investigation.
You stated that you only wanted to update your accommodations information, not register for the exam. This information should not have been requested for an update until you were ready to submit your registration. Please accept our apologies for the misunderstanding.
Your account will be cleared of all charges and your credit card information will be deleted.
Sincerely,
[redacted] L. J[redacted]
Test Taker Advocacy
[redacted]
GRE Services
Please see our response below:From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, August 05, 2015 12:38 PMTo: [redacted]Subject: [redacted] ([redacted]) CUST NO [redacted] Revdex.com Case [redacted] / ETS Case [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 the balance of $135 for your Praxis registration of June 15, 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 to remove the $135 balance owed, which includes a $20 chargeback fee from the banking institution. Further services from ETS will not be rendered until this balance is satisfied. 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.
Complaint: [redacted]
I am rejecting this response because: this should have been expressed to me when I called ETS in January about this issue. Instead, he simply said he had to change my name himself as it would not let me. As you know, as I was told that you listened to my call, he did not express anything in your response to me. As your system would not let me create an account with my social and new name, this was something ETS did. This should have been explained to me. I have taken 4 tests since January and showed up for each test, over an hour early. I obviously showed up for this test as well. All of this should have been expressed when I spent the time on the phone with ETS, instead I was told everything was fine. I request a refund of the amount paid, which is 120.00 due to the fact that I was registered, prohibited and not informed by ETS thus making me miss an opportunity to actually take a test I already PAID and traveled to take. NO SERVICE WAS RENDERED TO ME DESPITE my actions of calling numerous time to rectify and correct the name issue, which ETS admits.
Regards,
[redacted]
Please see our customer response below:From: Test Taker Advocacy Sent: Thursday, October 06, 2016 10:50 AM To: [redacted] Subject: RE: Revdex.com [redacted], [redacted] GRE Dear [redacted] I am writing in reference to the complaint you filed with the Revdex.com...
concerning the GRE® General Test that you had registered to take on October 28, 2016. According to your complaint, you are seeking a full refund. 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. 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". As previously stated, this cancellation policy is clearly stated on the GRE website and during the registration process. ETS is entitled to charge for the administrative costs associated with registration and cancellation of candidates. Unfortunately, I am unable to comply with your request for a full refund of your testing fees. I wish you much success in your future academic endeavors. Sincerely, Katie H[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy DeptGRE Services
Please see our customer response below: [redacted] We were notified by the Revdex.com of the complaint [redacted] submitted on your behalf. A driver license is not acceptable identification for test takers who are not testing in their country of citizenship....
This is stated in the ID Document Requirements on our Web site. Policies governing the administration of these tests are available to test takers year round so that they may be familiar with our policies and procedures prior to the day of the exam. Before completing the registration, test takers must acknowledge that they have carefully read and understood the requirements. Detailed information is too much to be included in the admission ticket and so test takers are referred to the immediate site via a link to be able to view this information. In performing the role as check and balance for our user states, we have an obligation to our clients to ensure that the documentation presented to our test centers are valid and are true representation of the requirements submitted by our test takers. I apologize if some centers permitted you to test in previous years but prior admission to a test center based on a given ID document does not ensure that the document will be considered acceptable for future testing. Your last documented test was August 15, 2014. Our procedures are updated annually. Procedures may change in any given testing year and so we reserve the right to revise and change procedures from 2014 as they become obsolete. You were denied entry to the test because you did not have the required identification. If you had been allowed to test, your score would have been canceled. When you contacted us, you made demands of which we were unable to comply. You were notified that the complaint is referred for further consideration. Unfortunately, we were not able to comply with your immediate on-the-spot demand. Instead, proper procedures had to be followed for a review process and authorization to be granted. There was no reason to “backpedal” as you mentioned. You were provided a phone number and contact. The information you were given was accurate and can be taken at your discretion. As notified last week when I spoke to you and [redacted], your concern was referred for further consideration. Going forward, our Web site will continue to be our primary source of information to our test takers. The test taker has the accountability to adhere to the policies. As previously stated, the matter was under review. The approval is received to order a onetime exception refund. The process may take five to seven business days. I hope this information is helpful. If I may be of further assistance, please let me know. Regards,
Please see the response below from our Office of Testing Integrity: As per the established policies and procedures included on page 11 of the Praxis® Information Bulletin, [redacted] July 16, 2016 Praxis® scores were cancelled as she did not meet the identification requirements on...
test day. Ms. [redacted] was contacted by the Test Security Manager on August 09, 2016 and was informed that the cancellation would stand because she did not produce appropriate IDs on test day, and that supplemental IDs cannot be used to resolve last name discrepancies.
Please see the customer response below: From: Test Taker Advocacy [mailto:[email protected]] Sent: Monday, October 03, 2016 3:20 PM To: [redacted] Subject: GRE refund - ID #: [redacted] - Revdex.com Case #[redacted] [Incident: [redacted]] Dear [redacted] Your...
complaint to the Revdex.com (Revdex.com) was forwarded to me for an investigation. We checked with our finance department and confirmed that we have a record of your attempt where you tried to register for the GRE test on August 31, 2016 at 3:30 PM. For some reason, the August 31, 2016 attempt did not process, and came back as an error. That payment was not taken from your account. On September 1, 2016, you attempted to register again, and this time you were successful. However, your account was charged 5 times for $205.00 on your [redacted] account. We have already refunded 4 of those charges back to you. We did keep 1 payment for your GRE registration. We hope this information is helpful. Sincerely, Doris L. J[redacted] Test Taker Advocacy GRE Services
A letter was mailed on Friday January 8, 2016 by [redacted] in our Office of Testing Integrity. The letter will give you next steps to follow to work towards a resolution.
Please see our customer response below: [redacted]
*We were notified by the Revdex.com (Revdex.com) that you informed the Agency about an issue you encountered that you believed to be a technical problem during your exam. Our customers are very important to us. Every...
complaint received is thoroughly investigated to ensure that the services we provide are delivered within our standard level of agreement. With no exception, your test activity for this exam was pulled and reviewed for the discrepancies you mentioned. The detailed investigation determined that there were no technical or server issues during the administration of this exam. The essay was skipped and the option was chosen to exit the exam. Test takers are given the option to exit the test at any time they choose. The early termination of the exam is a candidate error and not a technical issue. We hope this clarification is helpful to you, and thank you for advising us of your concerns. Comments from test takers are always welcome and taken seriously in our efforts to maintain the highest standards of the quality for our tests and testing services. We wish you success in all of your future endeavors. Regards,
[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.]
Thanks,
[redacted]
Please see our response below:
From: Test Taker Advocacy [[redacted] Sent: Wednesday, April 27, 2016 10:39 AMTo: [redacted]Subject: [redacted]/ETS ID: [redacted]/Revdex.com Case #: [redacted] [Incident: [redacted]]
Dear [redacted]
I am writing in...
response to the Revdex.com complaint you filed concerning the iBT TOEFL exam you were registered to take on April 22, 2016.
According to a report filed by the test center administrator, you were denied admission to the test because you were unable to provide acceptable and valid identification.
Please note, the ID requirements are stated clearly in the Information and Registration Bulletin, as well as on the website, [redacted]. For testing in the United States:
Testing Outside Your Country of Citizenship If you are testing outside your country of citizenship:
§ You must present a valid passport with your name, photograph and signature as your primary ID.
§ If your passport is not written in English-language letters, you must also present at least one Supplemental ID Document. This document must also include your name, a recent, recognizable photo and be in English.
§ Diplomatic and embassy IDs cannot be used as primary identification in place of passports.
Acceptable Documents if Presented with Supplemental ID The following documents may be acceptable for admission to U.S. test centers if presented along with a Supplemental ID:
§ Permanent Resident Card/Resident Alien Card (Form I-551 or I-151)
§ Temporary Resident Card (Form I-688)
§ Employment Authorization Card (From I-688A, I-688B, or I-766)
§ Mexican Border Crossing Card – accepted only at test centers within 25 miles of the Mexican border
Per the website, "If you do not bring valid and acceptable ID, or if the name on your ID does not exactly match the name on your registration, you will not be permitted to test and your test fee will not be refunded." It is the candidate's responsibility to become familiar with the policies for testing. I cannot comply with your request for a free reschedule or 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,
Kelly H[redacted], Advocate
Educational Testing Service
Test Taker Advocacy Dept
Complaint: [redacted]
I am unequivocally rejecting this response. I find the lack of end user support and service provided by ETS and GRE to be in poor taste, but unsurprising given lack of business ethics by which your organization is run. Mainly by actively participating in a monopoly on graduate admission standards, and the willful extortion of hopeful graduate school students by frivolously charging them to pay fees for services which they have already paid, as is the situation in this case. It is clear to me now that the "customer" of ETS is not the end user in regard to the GRE test.The registration fee for the GRE test, which I paid in full, covered all costs for the services in which I rendered. I expected these services, including the score reporting, to be delivered in good faith. It should not come as a surprise that any unwilling patron (as all end users of ETS and the GRE assuredly are by virtue of subjugation to your services through the aforementioned monopoly) expect the same whether that be at the time of the test or any reasonable amount of time after. If the service has been paid for, it should be delivered.This being my uncompromising belief, I will continue to pursue my complaint against ETS' and GRE's non-sensical and unethical business practices in escalation to the relevant consumer protection agencies and departments until which time I am afforded a refund for the scores that I must report to complete pending graduate admissions applications, or I am provided access to the four score reports which I have already paid for.I will not wait for your response in my foregoing measures of complaint, however I will take the appropriate corrective action upon a satisfactory delivery of the reports or refund being delivered. I sincerely hope that ETS and GRE use this example of poor service and atrocious policy as a guide in reviewing and changing its policies to be more appreciative of end users in the future. [redacted]
[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]
Dear [redacted] I have received your email regarding the TOEFL that you had taken on June 25, 2016. You are concerned that you did not have enough scratch paper during the listening section. Please see the link below that states you need to use all the scratch paper before you will be given...
another packet.[redacted]• Scratch paper is provided and must be returned at the end of the test. You must use up all your scratch paper before you can ask the test center staff for more.I will make a one time exception and offer you the option of either keeping your results as is or canceling your test and received a free retest. Please reply.Sincerely, [redacted]TOEFL 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])
Complaint: [redacted]
I am rejecting this response because:
I replied to the ETS on Jan 09. I cannot asumed this matter as resolved until I hear back from them, however I hope the response is positive.
Regards,
[redacted]
Please see our most recent customer response below, [redacted] Thank you again for providing me the additional information needed to investigate your case. Below are all the charges found by our finance department... 09/08/16 $150.00 $150.00 USD Y09/08/16 $150.00 $150.00 USD Y09/09/16 $150.00 $150.00 USD Y-REFUND09/07/16 $205.00 $205.00 USD Y09/07/16 $205.00 $205.00 USD Y09/16/16 $55.00 $55.00 USD Y-REFUND You will notice you were charged $150 twice and refunded once. Then you were charged $205 twice and were refunded $55 of the duplicate $205 charge so far. I will request the additional $150 for this charge be refunded to your [redacted] ending in [redacted] Please allow approximately 7-10 business days for your refund to process. If you have any further questions, please let me know. Regards,Katie H[redacted]
Complaint: [redacted]
I am rejecting this response because: You are giving false vindications and justifications on how you refused to let me reschedule the GRE test. You mentioned that the reason was that I presented an ID that didn't match my name when I registered for the test. I called the customer services and they confirm my identity using my mailing address, my email and my phone number. I really, really don't understand what this has to do with the fee. You can ask me to provide a correct ID, but you can't tell me because of that your fee is gone, I have to pay again. If you have a law, or policy or regulation that allows you to take people's money like this will a lame law and your practice will be "scam" Please explain to me how is this not an scam. Why do you want me to pay the fee again. Provide a single legal and logic reason to allow you to ask for money again.
Regards,
[redacted]
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.
Please see our customer response below: Dear [redacted] We have received your response regarding the iBT TOEFL exam you were scheduled to take on November 4, 2017. Please accept our apologies for the misunderstanding regarding your identification document. The test center supervisor filed a...
report that documents the situation. A payment voucher has already been issued for you to schedule another exam free of charge. The voucher is valid for 1 year from the issue date. 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. If you have further questions or concerns, or are not sure how to use the voucher, please contact us. Sincerely, Test Taker Advocacy TOEFL Services
Please see our customer response below:
From: TTA GRE Advocacy [mailto:[redacted]] Sent: Friday, April 08, 2016 4:19 PMTo: [redacted]Subject: [redacted] - GRE Services - Revdex.com Case #: [redacted] [#[redacted]]
Dear [redacted]
Your complaint...
to the Revdex.com (Revdex.com), Case #[redacted], concerning billing fees for the GRE test has been forwarded to me for an investigation.
You stated that you only wanted to update your accommodations information, not register for the exam. This information should not have been requested for an update until you were ready to submit your registration. Please accept our apologies for the misunderstanding.
Your account will be cleared of all charges and your credit card information will be deleted.
Sincerely,
[redacted] L. J[redacted]
Test Taker Advocacy
[redacted]
GRE Services
Please see our response below:From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, August 05, 2015 12:38 PMTo: [redacted]Subject: [redacted] ([redacted]) CUST NO [redacted] Revdex.com Case [redacted] / ETS Case [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 the balance of $135 for your Praxis registration of June 15, 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 to remove the $135 balance owed, which includes a $20 chargeback fee from the banking institution. Further services from ETS will not be rendered until this balance is satisfied. 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.
Complaint: [redacted]
I am rejecting this response because: this should have been expressed to me when I called ETS in January about this issue. Instead, he simply said he had to change my name himself as it would not let me. As you know, as I was told that you listened to my call, he did not express anything in your response to me. As your system would not let me create an account with my social and new name, this was something ETS did. This should have been explained to me. I have taken 4 tests since January and showed up for each test, over an hour early. I obviously showed up for this test as well. All of this should have been expressed when I spent the time on the phone with ETS, instead I was told everything was fine. I request a refund of the amount paid, which is 120.00 due to the fact that I was registered, prohibited and not informed by ETS thus making me miss an opportunity to actually take a test I already PAID and traveled to take. NO SERVICE WAS RENDERED TO ME DESPITE my actions of calling numerous time to rectify and correct the name issue, which ETS admits.
Regards,
[redacted]
Please see our customer response below:From: Test Taker Advocacy Sent: Thursday, October 06, 2016 10:50 AM To: [redacted] Subject: RE: Revdex.com [redacted], [redacted] GRE Dear [redacted] I am writing in reference to the complaint you filed with the Revdex.com...
concerning the GRE® General Test that you had registered to take on October 28, 2016. According to your complaint, you are seeking a full refund. 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. 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". As previously stated, this cancellation policy is clearly stated on the GRE website and during the registration process. ETS is entitled to charge for the administrative costs associated with registration and cancellation of candidates. Unfortunately, I am unable to comply with your request for a full refund of your testing fees. I wish you much success in your future academic endeavors. Sincerely, Katie H[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy DeptGRE Services
Please see our customer response below: [redacted] We were notified by the Revdex.com of the complaint [redacted] submitted on your behalf. A driver license is not acceptable identification for test takers who are not testing in their country of citizenship....
This is stated in the ID Document Requirements on our Web site. Policies governing the administration of these tests are available to test takers year round so that they may be familiar with our policies and procedures prior to the day of the exam. Before completing the registration, test takers must acknowledge that they have carefully read and understood the requirements. Detailed information is too much to be included in the admission ticket and so test takers are referred to the immediate site via a link to be able to view this information. In performing the role as check and balance for our user states, we have an obligation to our clients to ensure that the documentation presented to our test centers are valid and are true representation of the requirements submitted by our test takers. I apologize if some centers permitted you to test in previous years but prior admission to a test center based on a given ID document does not ensure that the document will be considered acceptable for future testing. Your last documented test was August 15, 2014. Our procedures are updated annually. Procedures may change in any given testing year and so we reserve the right to revise and change procedures from 2014 as they become obsolete. You were denied entry to the test because you did not have the required identification. If you had been allowed to test, your score would have been canceled. When you contacted us, you made demands of which we were unable to comply. You were notified that the complaint is referred for further consideration. Unfortunately, we were not able to comply with your immediate on-the-spot demand. Instead, proper procedures had to be followed for a review process and authorization to be granted. There was no reason to “backpedal” as you mentioned. You were provided a phone number and contact. The information you were given was accurate and can be taken at your discretion. As notified last week when I spoke to you and [redacted], your concern was referred for further consideration. Going forward, our Web site will continue to be our primary source of information to our test takers. The test taker has the accountability to adhere to the policies. As previously stated, the matter was under review. The approval is received to order a onetime exception refund. The process may take five to seven business days. I hope this information is helpful. If I may be of further assistance, please let me know. Regards,
Please see the response below from our Office of Testing Integrity: As per the established policies and procedures included on page 11 of the Praxis® Information Bulletin, [redacted] July 16, 2016 Praxis® scores were cancelled as she did not meet the identification requirements on...
test day. Ms. [redacted] was contacted by the Test Security Manager on August 09, 2016 and was informed that the cancellation would stand because she did not produce appropriate IDs on test day, and that supplemental IDs cannot be used to resolve last name discrepancies.
Please see the customer response below: From: Test Taker Advocacy [mailto:[email protected]] Sent: Monday, October 03, 2016 3:20 PM To: [redacted] Subject: GRE refund - ID #: [redacted] - Revdex.com Case #[redacted] [Incident: [redacted]] Dear [redacted] Your...
complaint to the Revdex.com (Revdex.com) was forwarded to me for an investigation. We checked with our finance department and confirmed that we have a record of your attempt where you tried to register for the GRE test on August 31, 2016 at 3:30 PM. For some reason, the August 31, 2016 attempt did not process, and came back as an error. That payment was not taken from your account. On September 1, 2016, you attempted to register again, and this time you were successful. However, your account was charged 5 times for $205.00 on your [redacted] account. We have already refunded 4 of those charges back to you. We did keep 1 payment for your GRE registration. We hope this information is helpful. Sincerely, Doris L. J[redacted] Test Taker Advocacy GRE Services
A letter was mailed on Friday January 8, 2016 by [redacted] in our Office of Testing Integrity. The letter will give you next steps to follow to work towards a resolution.
Please see our customer response below: [redacted]
*We were notified by the Revdex.com (Revdex.com) that you informed the Agency about an issue you encountered that you believed to be a technical problem during your exam. Our customers are very important to us. Every...
complaint received is thoroughly investigated to ensure that the services we provide are delivered within our standard level of agreement. With no exception, your test activity for this exam was pulled and reviewed for the discrepancies you mentioned. The detailed investigation determined that there were no technical or server issues during the administration of this exam. The essay was skipped and the option was chosen to exit the exam. Test takers are given the option to exit the test at any time they choose. The early termination of the exam is a candidate error and not a technical issue. We hope this clarification is helpful to you, and thank you for advising us of your concerns. Comments from test takers are always welcome and taken seriously in our efforts to maintain the highest standards of the quality for our tests and testing services. We wish you success in all of your future endeavors. Regards,