Pearson Education

I am rejecting this response because a member of Pearson Executive Office, Mr*** ***, indicated that a refund was issued by Pearson in mid-February and this conflicts with the date cited in Pearson's recent response to Revdex.comFurthermore, the credit card company still does not acknowledge receipt of the $from paypal debit claimed by PearsonAll I am requesting is verifiable proof of refund issued from Pearson that I can submit to my credit card company to clear the issueI very much appreciate Pearson's cooperation and compliance with this requestRegards, *** ***

Our customer service team and management are looking for a solution to this issue and will have something to report shortly

This student did contact us several times and yesterday evening we provided him with a replacement access code. We checked the new code we gave him and he was able to successfully register and enroll in his course. We apologize for the inconvenience this has caused this student

Initial Business Response /* (1000, 10, 2016/01/07) */
***, *** ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Pearson VUE has
identification policies and requirements which are written in a clear and fair manner to safeguard candidate's personal dataCandidates can find the required identification policy in the Rhode Island Insurance Candidate handbookIt is highly recommended that candidates read and understand the handbook prior to taking their examThe handbook can be found here: https://www.asisvcs.com/publications/pdf/124000.pdf
The handbook states: "Acceptable Forms of Candidate Identification:
Candidate must present two forms of current signature identificationThe primary identification must be government-issued and photo-bearing with a signature, and the secondary identification must contain a valid signatureThe name on the identification must exactly match the name on the registrationIdentification must be in English
Primary ID (photograph and signature, not expired)
Government-issued Driver's License
U.SDept of State Driver's License
U.SLearner's Permit (plastic card only with photo and signature)
National/State/Country identification card
Passport
Passport cards
Military ID
Military ID for spouses and dependents
Alien Registration Card (Green Card, Permanent Resident Visa)
Secondary ID (signature, not expired)
U.SSocial Security card
Debit (ATM) Card or Credit card
Any form of ID on the Primary ID list
If the ID presented has an embedded signature that is not visible (microchip), or is difficult or impossible to read, the candidate must present another form of identification from the Primary ID or Secondary ID list that contains a visible signaturePearson VUE does not recognize grace periodsFor example, if a candidate's driver's license expired yesterday and the state allows a 30-day grace period for renewing the ID, the ID is considered to be expired
The candidate also received a confirmation email from Pearson VUE upon registration completion that stated, "Please bring the following materials to the test center: Your confirmation number and two forms of valid (not expired) identification, both with signatureOne must be photo bearing."
Pearson VUE requires candidate's to register for an exam at least hours prior to the desired exam date in order for Pearson VUE to manage capacity of our test centersWe are unable to accommodate candidates who are not on time for their exam as there may be another test scheduled immediately following the candidate's test, the test center may be closed or a number of other factors that affect the test center's capacity
Pearson VUE will not be extending a refund to this candidatePearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident
Initial Consumer Rebuttal /* (3000, 12, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pearson Vue's response did not address the primary complaints at handI understand the identification requirements in order to testI had adequate identification per the requirements after I went to the license branchPearson failed to provide an adequate explanation for their employees behavior and why the employee would not suggest the license branch that was right across the street from the test centerFurthermore, the rudeness and lack of respect or care/concern for their paying customers is uncalled for and unacceptable

Initial Business Response /* (1000, 10, 2015/10/27) */
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
This complaint has been handled outside of the RevDex.com processThe candidate was refunded her exam fee
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

Re: ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
This issue has been responded to and resolved through complaint number *** submitted to the
Revdex.comPearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Person VUE operates over 5,Authorized Test Centers. Pearson VUE provides candidates with a pass/fail status upon exam completion at our Authorized Test
Centers. If the candidate has not received a copy of their certification they can contact PEOPLECERT at [email protected]. Pearson VUE is in communication with PEOPLECERT and will contact the candidate with an update on her certificatePearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

RE: *** Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Person VUE operates over 5,Authorized Test Centers. According to the Arkansas Real Estate Candidate Handbook, “candidates should thoroughly
review this handbook, which contains examination content outlines and important information regarding eligibility and the examination and licensing application process.” The Candidate Handbook outline cancel/reschedule and absence/lateness policies on pages & respectively. If the candidate had questions about the real estate exam Pearson VUE offers live chat @ http://www.pearsonvue.com/ar/realestate/contact or as the candidate stated, Pearson VUE sent him an email confirming his order. Either of these options would have provided additional information to the candidate regarding his violation of the absence policy. As a one time gesture of good will, Pearson VUE will extend a refund to the candidate via emailPearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

Our client services team were able to ascertain that there were issues with the links in this cousrse. The team emailed the student on 10/3/to make him aware of our findings and the work we were doingSince then, we have completed fixing the links to the appropriate remediation resources
in his course (and the other courses at***). We are still working on a way to link the remediation to the appropriate quiz, but the student can access these quizes in the left hand navigation of the course in the meantime

Final Consumer Response /* (2000, 12, 2015/05/13) */
Dear Ms***,
Thank you for calling me today to confirm that I will receive a full refund for $after I was incorrectly turned away from the Sacramento testing center on 1-24-
Regards,
***

.The issue with the ChQuiz has been resolved on the 20th around 11:pmCS has reached out to the instructor today and provided the steps that were taken to resolve the issueIt was a user setting that caused the issue and not a system issueWe did offer to speak with her if she would like

Initial Business Response /* (1000, 8, 2015/06/16) */
This customer purchased a textbook back in January and within a few days of receiving the book he sent it back to usHe emailed us requesting an update on the status of the return back on 2/7/and we advised him it can take 4-weeks for a
return to be processedHe emailed us again on 5/6/stating that the book he returned was sent back to himWe found a credit memo in the system where the warehouse didn't process the return until 3/16/and then denied him since it was past the day return period and sent the book back to himThis was an internal errorCustomer Service offered to send him a prepaid return label to return the book and issue the credit for the return but we never heard back from himCustomer Service can email him the label and have the book returnedOnce they get the book here, we can issue the credit which is much faster than going through the warehouse

I am rejecting this response because: They did not credit my account back for the full total that was debited from my debit cardThat is why I am rejecting their response.... Please apply the total amount in which was debited from my account

Initial Business Response /* (1000, 11, 2015/07/06) */
RE: Case # ***
Pearson VUE, a business of NCS Pearson, Inc., is a computer-based test delivery provider for information technology certification, academic admission, and professional licensure examsPearson VUE delivers the licensure
examination for practical and registered nurses for the jurisdictions that are members of Pearson VUE's client, the National Council of State Boards of Nursing (NCSBN)Pearson VUE carries out the policies and procedures established by NCSBN for its examination candidates and prospective examination candidatesPlease be advised that Pearson VUE has no discretion to alter or ignore NCSBN policy regarding its testing policies
The palm vein verification is put in place by Pearson VUE and NCSBN to establish solid security standards to protect candidate dataIf there is a concern with a candidate's palm vein scan, Pearson VUE must follow all necessary security protocols as designed by both Pearson VUE and NCSBN to ensure that the candidate's data is not compromisedIn an event that a scan is required to be reviewed, the candidate's results are placed on hold while staff verifies security measurements to establish accuracy and confidentialityThe confirmation from the test center may delay the results, however it is a program requirement to flow through the necessary steps to safeguard candidate dataIn this event, the candidate has received her exam results and therefore, Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

Initial Business Response /* (1000, 12, 2015/12/11) */
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Pearson VUE and the candidate were able to resolve
this issue outside of the Revdex.com processPearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident
Initial Consumer Rebuttal /* (3000, 14, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business's response amounted to a shrug of the shouldersThis is what I would expect from a company that has no real competition and is chosen for the unlucky people that are forced to use their services

This issue was brought to our attention via tweets sent to CEO John ***The student was trying to report content errors in her assignments and became upset when the agent could not provide sufficient information regarding why she was being referred back to her instructorThe student was
called and we explained that due to the high number of reports we would receive from students, and the potential of students not correctly following instructions or completing their assignments in the correct way, all content errors must first be verified by the instructor and then reported to us. The student understood that and was satisfied with the explanationShe considered this issue to now be resolved. Joseph *** Senior Paralegal Pearson *** *** *** *** Old Tappan, NJ D: ###-###-#### F: ###-###-#### Joseph.***@pearson.com

Pearson VUE had tried to reach the customer via telephone and the email address that the customer has provided to us and we have not been able to reach the customer Pearson VUE requests that this case be closed

The order for this textbook that was shipped to her was placed back in November. The order was for digital titles that don't ship and for a print book. The print book when it was ordered, back in November, was not yet published. When the cardholder reached out to us to report the
fraud the outsource rep didn't check to make sure there weren't any print products. When the order is placed online there is one confirmation number but when the order feeds to UOPS it split into two orders one for digital products and one for the print product that was NYP I have processed a refund for the print book. She doesn't need to return it, she can throw it away or donate it. Her reference to the Ecommerce Sales Account on the invoice, all of Pearson's Ecommerce Orders feed to a House account. The Ecommerce Account is shown as the Bill to on the invoice and the customer's info is displayed in the ship to field

Initial Business Response /* (1000, 8, 2015/05/29) */
The customer's check was processed to the wrong accountThe customer's payment has been processed correctly to his account and there should not be any more collection calls
Initial Consumer Rebuttal /* (3000, 10, 2015/06/02) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
My problem is solved after monthsThey sent me a statement showing that there is a balance every monthI called customer service and sent email every time after getting the statement but they were not willing to fix my problem
After spending hours and they finally connected me supervisor and he solved my problem last month
They could do this at the first month but I think they ignored me
I did not get any balance this month and I think they fixed the problem
I want to thank Revdex.com for helping me to solve this case

Initial Business Response /* (1000, 8, 2015/11/13) */
Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
All candidates who register for the
Massachusetts Real Estate Exam receive a confirmation email upon registrationThe confirmation includes the following language, "Important Notice If your reservation is not cancelled by xx/xx/20xx sic the date listed is hours previous to the scheduled exam you will be liable for the total amount dueIf you have any questions regarding this notice, contact Pearson VUE at *** between the hours of 8:00am-11:00pm EST Monday- Friday, 8:00am- 5:00pm EST Saturday, 10:00am- 4pm EST SundayPlease report to the test site minutes prior to the scheduled start of the exam." The candidate has rescheduled this exam previously and has received and complied with this policyThis information is also listed in the Massachusetts Real Estate Candidate Handbook which is highly recommended that candidates read and understandWe will not be issuing a refund to this candidate
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident
Initial Consumer Rebuttal /* (3000, 10, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Pearson Vue's language does not address rescheduling of exams and only cancellations, as you clearly proved in your responseI will not close this case until Pearson Vue acknowledges that they mislead their customers and provides a full refund of my hard-earned money
Final Business Response /* (4000, 16, 2015/11/24) */
Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
All candidates who register for the Massachusetts Real Estate Exam receive a confirmation email upon registrationThe confirmation includes the following language, "Important Notice If your reservation is not cancelled by xx/xx/20xx you will be liable for the total amount dueIf you have any questions regarding this notice, contact Pearson VUE at *** between the hours of 8:00am-11:00pm EST Monday- Friday, 8:00am- 5:00pm EST Saturday, 10:00am- 4pm EST SundayPlease report to the test site minutes prior to the scheduled start of the exam." This candidate has rescheduled this exam previously and has received and complied with the cancellation policyThis information is also listed in the Massachusetts Real Estate Candidate Handbook which is highly recommended that candidates read and understandWe will not be issuing a refund to this candidate
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident