Pearson VUE Dept. DC- EN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Pearson Vue is the company attempting to levy and solely collect the "no show fee" and should be the one to address the issue and not push it off onto the State DeptPearson VUE has not sufficiently explained why they are not the ones who should handle the issue - Pearson VUE call desk personnel in stated that the issue is dealt with on their end - has this changed within the past two years? As Pearson VUE's current language stands, it seems they are ones who are collecting and keeping the fee as they are the ones who manage the testing for the State DeptBased off of previous discussions with Frankfurt Consulate staff in in regards to missing the exam, the government has no role in the late fee which is entirely a Pearson VUE issue
Regards,
*** ***

From: [redacted] <[redacted]>Date: Tue, Jun 17, 2014 at 6:02 PMSubject: [redacted]/Revdex.com serving Metro Washington DC & Eastern Pennsylvania/ ID [redacted]To: [email protected]
[redacted]
3636 16th ST, NW, #A732
Washington DC, 20010
06/17/2014
 
Revdex.com of Metro Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005
RE: The Bureau has Judged
 
Thank you for your response. Occupational and Professional Licensing Division's (OPLD) crew sent me a check after they deducted some of my money although I requested them the all my money. You said "...complaint has been adequately resolved." I don't believe that the problem was adequately resolved because:
1. They deducted my money although they were the source of a problem (the manager believed that they made a mistake in the process of my application).
2. They refunded me after 112 days, which was against their own rule.(their rule is only 6 weeks)
3.Although  I lost my time, energy, and money because of their mistake, I have not get any compensation.
I am very sad to listen from you as the issue had  adequately resolved because this types of decision can encourage lawless people to keep their mess in the future. 
With Regards!!
[redacted]

Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Person VUE operates over 5,000 Authorized Test Centers.Candidates can learn about testing policies and procedures on the US Department of State website at the following...

link. [redacted] The US Department of State's website includes policies regarding registration and sitting for the FSOT exam, the policy states:If you need to cancel your test you must do so at least two business days (48 hours) before your scheduled appointment. Your e-mailed confirmation letter will contain information on how to do so. If you fail to appear or cancel in a timely manner, you will be assessed a $72 “no-show” fee.Candidates who disagrees with the no-show fee can contact the Department of State at [email protected]. They will review the circumstances provide additional feedback.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.

May 22, 2014
On behalf of Pearson VUE, thank you for bringing this matter to our attention.Pearson VUE is no longer responsible for issuing refunds to customers. This responsibility now lies with personnel within the Occupational and Professional Licensing Administration (OPLA) of...

the Department of Consumer and Regulatory Affairs. Pearson VUE records indicate that the customer's request for a refund was forwarded to OPLA on March 5, 2014. Please note that it currently takes approximately 90 days to process requests for refunds.With regard to the customer's inquiry about why his application was not able to be processed: the customer was informed in writing on January 8th, 2014 that his application was mistakenly accepted at the time it was submitted, and was unable to be processed due to changes in the EIT certification and examination process. The customer was advised that he could either ask that his application be withdrawn, or have his application administratively closed; as well as his ability to seek a refund of his fees in either case. By February, the customer had not withdrawn his application; therefore, the application was administratively closed, and the customer was advised of this action in writing, as well as reminded about his ability to seek a refund.We regret any inconvenience caused by the delay in processing the customer's request for a refund, and will work swiftly to issue the refund requested by the customer.Respectfully,

Review: It is known that Pearson VUE work under contact from DC board of professional engineer for testing and licensing service. I submitted an application including a 255 dollar check to Pearson VUE to take a fundamental engineering exam based on the DC professional engineering licenses instruction guide on Sep, 2013 (see attachments, description [redacted] and delivery confirmation). Since they should have responded within 90 days, I requested Pearson VUE about the status of my application after 3 months. They told me as they did not process my application although they cashed my check right away (see attachment, check front and back) and they advised me to request a refund by putting an excuse the new rule that does not require preapproval. Since the new fee less than 255 dollar, I requested them to transfer the paid money ($255) to their new system so that I could take the exam, but they didnt have willing to do so. Although Ive extremely frustrated because of my lost time due to their worst service and coordination, I applied for the refund on Feb 16, 2014 (see attachment, refund application, Pearson VUE reference letter # [redacted]). I spent my time, energy, and money to take fundamental engineering exam by following all required procedures and by submitting all necessary documents and money the last 8 months although I couldnt get any response on the right time from the concerned person. Still they owed me 255 dollars even though I requested them for refund for the last 80 days. They neither processed my application for exam nor refunded my money while I gave them all required documents and money for the last eight months. Ive never encountered this type of harmful bureaucracy in my life. They knew that they made real mistakes, but they failed to admit and correct their defects. While they demoralized me not to keep up my effort on the exam by ignoring my application, I lost my time, energy, and money due to their worst service. Finally, I would like to ask you to request Pearson VUE to refund my 255 dollars as soon as possible. Also they should explain why my application could not have been processed for the last 8 months while I provided all necessary documents and money.With Regards![redacted]Attachments Refund application[redacted]/16/2014Pearson VUE Metro-Plex I8401 Corporate Drive, Suite 250Landover, MD 20785Dear/ MadamI had applied to take Fundamental Engineering Exam (EIT) on Sep 26, 2013 although concerned persons could not finalize my application for the last five months. Consequently, I was forced to withdraw my application in order to get the refund ($255). Since I have done nothing wrong in this process, I request you to withdraw the application and refund all my money ($255) with the above address.Enclosed is a copy of the check (#310) for your review.With Regards[redacted]Ref no: [redacted]Enclosure: 1My first application with $255 check delivered on Sep 26, 2013 to PEARSON VUEDept. DC- ENMetro-Plex I, Suite 2508401 Corporate DriveLandover, MD 20785Here is the trucking information.Label Number: [redacted]Desired Settlement: to refund my 255 dollars as soon as possible. Also they should explain why my application could not have been processed for the last 8 months while I provided all necessary documents and money.

Business

Response:

May 22, 2014On behalf of Pearson VUE, thank you for bringing this matter to our attention.Pearson VUE is no longer responsible for issuing refunds to customers. This responsibility now lies with personnel within the Occupational and Professional Licensing Administration (OPLA) of the Department of Consumer and Regulatory Affairs. Pearson VUE records indicate that the customer's request for a refund was forwarded to OPLA on March 5, 2014. Please note that it currently takes approximately 90 days to process requests for refunds.With regard to the customer's inquiry about why his application was not able to be processed: the customer was informed in writing on January 8th, 2014 that his application was mistakenly accepted at the time it was submitted, and was unable to be processed due to changes in the EIT certification and examination process. The customer was advised that he could either ask that his application be withdrawn, or have his application administratively closed; as well as his ability to seek a refund of his fees in either case. By February, the customer had not withdrawn his application; therefore, the application was administratively closed, and the customer was advised of this action in writing, as well as reminded about his ability to seek a refund.We regret any inconvenience caused by the delay in processing the customer's request for a refund, and will work swiftly to issue the refund requested by the customer.Respectfully,

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Jun 17, 2014 at 6:02 PM

Subject: [redacted]/Revdex.com serving Metro Washington DC & Eastern Pennsylvania/ ID [redacted]

To: [email protected]

3636 16th ST, NW, #A732

Washington DC, 20010

06/17/2014