Pharmacy Technician Certification Board

July 23, Hello, In reference to your written notification dated July 10, 2015, Revdex.com complainant [redacted] has requested to "take my test ASAP, or have the order cancelled ASAP, and my money returned ASAP." [redacted] 's initial complaint about her exam application was received via telephone call to PTCB's call center on July [redacted] 's issue was escalated to our certification manager for better assistanceAccording to the certification manager [redacted] 's payment was applied and the exam application approved on July 12, And as of July 12, 2015, [redacted] was able to schedule an exam appointmentThus, any consideration of a refund is denied.I can be reached by email at [redacted] @.ptcb.org should you have any further questions about this caseThank you,Eleanor D Manager of Customer Service

[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: [redacted] I am rejecting this response because: I called to check the status of the name change on the 27th of October and was told they had not done it yet and could not take the test until it was completedSince this was the last day before the test I had no choice but to opt out of the testI tried to do this online multiple times and even called them on the phone multiple times the same day and no one could/would give me an intelligent answerI was then told I need to let the test lapse and fill out a form to correct the problemI don't think I should have to forfeit the money due to their numerous mistakesThe bottom line is they messed up my name, didn't change it in time, or if they did I wasn't given the correct information which I did request, I did try numerous times to opt out and again was not given accurate information I followed their directions through the entire process and I'm positive that there are records of my calls on their end as I have records, date, times, length of calls Regards, [redacted]

In reference to your emailed notification (ID # [redacted] ) dated April 28, 2014, Revdex.com complainant [redacted] ’ request to be refunded for the money she paid for her exam registration was completed on March 28, The refund was credited to a [redacted] card, which last digits ends in *** From what I understand, the following chain of events occurred regarding the refund: · An exam withdraw attempt was made successfully on February 15, 2014; · A refund in the amount of $129, less a $administrative fee, was credited to the [redacted] card on file that was used to pay for the exam; · A duplicate account was created on April 1, 2014, under ** [redacted] ’ name; · Duplicate accounts do not include exam, certification or any financial information from the creator; · PTCB was contacted in March about said refund; initially, PTCB determined that the February exam payment and subsequent registration withdraw and exam cancellation did not exist as the duplicate account was referred to instead of the true account; · ** [redacted] submitted a Revdex.com complaint on March 31, 2014; · The Revdex.com emailed [redacted] on April 28, 2014; · After discovering the duplicate record, both accounts were merged on May 1, Again, duplicate accounts do not hold information that’s been already appliedIf further assistance is needed, I can be contacted directly at [redacted] Thank you, [redacted] PTCB

February 27, In reference to your written notification dated February 19, 2015, Revdex.com complainant *** *** (*** ***) has requested that she be refunded her exam payment of $In *** ***'s complaint, she states that she initially certified with PTCB in and
was unaware of its renewal policy; however, a July 31, renewal was recorded*** ***'s next renewal date was July 31, 2014, which lapsed; however, she was eligible to reinstate her statusAn application was submitted by *** *** on February 2, Unfortunately, the application was returned by PTCB for correctionAll renewal applications returned for correction accrues a $fee.PTCB's renewal qualifications were first drafted prior to its official establishment in and remains the same todayCertified pharmacy technicians through PTCB must renew their certification every two years to remain activeIncluded in the renewal process is a submission of pharmacy technician-specific continuing education (CE) credits, including one hour of pharmacy law and one hour of patient safety CEs in addition to a renewal feeIf recertification is not met, eligible renewal candidates have one calendar year from the date of their recertification deadline to reinstate their certification status to active, including the submission of pharmacy technician-specific CEs along with (2) pharmacy law CEsIf reinstatement is not met, said candidates must retest in order to become active again.PTCB forwards, every renewal period, several email notifications, including numerous website and social media postings on the topic of recertificationThus, *** ***'s request for a refund of her exam payment is denied.I can be reached by email at *** should you have any further questionsThank you,
Elenore D
Manager of Customer Service

On May I found out that my recertification did not go through, and that my certification with the Pharmacy Technician Certification Board ended on July I have send a request for an explanation how this could be possibleOn May I receive the answer to my first email, the email stated that my request was updated I check my account, however my recertification was still the same, expiredOn May I receive an answer from Michelle Dit states that on August 8, an email was send to me (which I did not receive them) stating that "During the application review process, PTCB has identified one or more areas that need attentionPlease log into your PTCB Account for further details on the continuing education program(s) in question." So because I did not receive the so call email my recertification was cancel there and them on July On May my last email was send to Michelle stating that being that you are saying that my certification was never done could I get m

I went to sign up for my pharmacy tech certification exam and when I submitted my payment it stayed on the same screen and I did not receive a receipt nor was I able to pick a day to take my exam but I was charged for it on the 3rd of November , I called PTCB the following day and I was told to purchase it again and the first charge would drop back into my account, when I did so on the 3rd of November I was charged $again and it went through on the 6th of November and I received a receipt on the 3rd for the transaction that took and was able to pick a day, so I waited for the first to drop back into my account, it never did that and I was charged $twice for one testI've contacted PTCB showing them bank statements proving that I was charged twice, but the only respnse I get is them saying they'll pass it up, then I called again and they passed it up to the financial team and I haven't received any information on my caseI've been trying to get a refund of one of the charges

November 24, In reference to your written notifications dated October 31, November and November 21, regarding *** *** ***'s Revdex.com complaint, the Revdex.com stated that said complaint remains "unanswered" and "if you choose now to address this issue, we will be happy to
reopen the complaint." The first complaint, although made by the complainant on October and subsequently mailed to PTCB on October 31, was not received until November Choosing to reopen this case or not as you state in your November notification is of your choosingMy contact information is listed below should you feel this needs further attention.Regarding, the complainant's issue, according to PTCB's policy, candidates who fail to appear for a scheduled exam appointment will forfeit all fees if appropriate notification is not conducted prior to the exam dateThe complainant's name change request, which was referenced in her complaint statement was completed by PTCB on October 27, 2014, one day before the scheduled examThe complainant will have to reapply in order to take the exam as rescheduling is not an option.Again, should you need to discuss reopening or closing this case or need additional information regarding the complainant's issue, feel free to contact me by telephone at *** or by email at *** @ptcb.org.Thank you,Eleanor D
Manager of Customer Service

[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:
Exam Number
Exam Type
Exam Date
Eligibility Begin Date
Eligibility End Date
Status
Score
***
PTCE
07/26/07/11/10/09/No Show
***
PTCE
07/28/06/17/08/09/Passed
Score Report
Page Size:this is a copy off of the PTCB website the date is when I was going to go take the test and called weeks in advance to say I couldn't make it, even called and talked to a manager for an hour and a half and got no whereI understand policy and procedures but you think they could sent email to people for renewals and make new people more aware instead of just pocketing there moneyIf I was told in to say " I want to reschedule" I would haveI took it that me saying I could not make this date at this time was enough evident to reschedule for a later dateIt shows as above as a no show, and they still pocketed my money.
Regards,
*** ***

September 29, 2014[redacted],In reference to your written notification dated September 24, 2014, Revdex.com complainant [redacted]) has requested to "be allowed to re-new certification for the $40 l already paid when I initially submitted my application or pay the additional...

$10 fee if need be and have my certification re-newed ASAP.”[redacted] initially contacted PTCB on August 24, 2014, via email stating she was having problems with recertifying her PTCB certification, which was due no later than July 31, 2014. The email was escalated to my attention on August 27, 2014. On August 28, 2014, I personally fixed her issue and processed her renewal application. This new information was relayed back to [redacted], via email, on August 28, 2014.According to your notification, the date of the initial complaint to Revdex.com was August 25, 2014, one day after [redacted] contacted PTCB about her issue and three days after said issue was resolved. The written Revdex.com complaint did not reach PTCB until September 26, 2014, via USPS. Please update your records as we have since considered [redacted]'s case closed.
Feel free to contact me at your earliest convenience should you need further information or feel the information I have presented is in error. I can be reached by telephone at [redacted] or by email at [redacted] @ptcb.org.Thank you, 
Eleanor D
Manager of Customer Service

August 13, 2015
Hello,
In reference to your written notification dated August 10, 2015 (received on August 12, 2015), you stated that you have attempted to contact me about complainant [redacted] by mail with a letter dated 7/30/2015 and via email (no date referenced)....

Unfortunately, neither communication attempts reached me.This issue of communication attempts from the Revdex.com has been a persistent challenge because in all cases, I've either never received the initial notification alleged from your office or you have never received my initial response to a complaint. I have appealed to your office numerous times about how to contact me. I have also appealed directly to the Council of Revdex.com (CRevdex.com) for added guidance. After my appeal to the CRevdex.com, communication improved but seems to be an issue once more.
Again, I can be reached at [redacted][email protected] at any time should you need assistance with a complaint about PTCB. Please update your records.
As for the complainant, he was considered a "no-show" on his testing date of July 29, 2015. According to PTCB's no-show policy, "candidates who fail to appear for their scheduled exam appointment will forfeit all fees. Canceling and rescheduling is handled directly with [redacted]." However, candidates may request an emergency withdraw of their scheduled exam appointment provided they submit a request to PTCB no later than 48 hours after the last day of the candidate's authorization period. Once approved, candidates will receive a refund minus a $25 processing fee. Examples of what PTCB considers an emergency include serious illness or injury, unexpected hospitalization, death of an immediate family member, a serious accident, or court appearance. All of PTCB's policies and procedures concerning the exam may be found at www.ptcb.org. Thus, [redacted]'s request for an exam registration refund is denied.
Thank you,
Eleanor D.
Manager of Customer Service

July 23, 2015
Hello,
In reference to your written notification dated July 10, 2015, Revdex.com complainant [redacted] has requested to "take my test ASAP, or have the order cancelled ASAP, and my money returned ASAP."
[redacted]'s initial complaint about her exam application...

was received via telephone call to PTCB's call center on July 9. [redacted]'s issue was escalated to our certification manager for better assistance. According to the certification manager [redacted]'s payment was applied and the exam application approved on July 12, 2015. And as of July 12, 2015, [redacted] was able to schedule an exam appointment. Thus, any consideration of a refund is denied.I can be reached by email at [redacted]@.ptcb.org should you have any further questions about this case.
Thank you,Eleanor D.
Manager of Customer Service

In
reference to your emailed notification (ID #[redacted]) dated April 28, 2014, Revdex.com
complainant [redacted]’ request to be refunded for the money she paid for
her 2014 exam registration was...

completed on March 28, 2014. The refund was
credited to a [redacted] card, which last 4 digits ends in [redacted].
From
what I understand, the following chain of events occurred regarding the refund:
      ·        
An
exam withdraw attempt was made successfully on February 15, 2014;
·        
A refund in the
amount of $129, less a $25 administrative fee, was credited to the [redacted] card on
file that was used to pay for the exam;
·        
A
duplicate account was created on April 1, 2014, under **. [redacted]’ name;
·        
Duplicate
accounts do not include exam, certification or any financial information from
the creator;
·        
PTCB
was contacted in March about said refund; initially, PTCB determined that the
February exam payment and subsequent registration withdraw and exam
cancellation did not exist as the duplicate account was referred to instead of the
true account;
·        
**.
[redacted] submitted a Revdex.com complaint on March 31, 2014;
·        
The
Revdex.com emailed [redacted] on April 28, 2014;
·        
After
discovering the duplicate record, both accounts were merged on May 1, 2014
 Again,
duplicate accounts do not hold information that’s been already applied. If
further assistance is needed, I can be contacted directly at [redacted].
 Thank
you,
 [redacted]
PTCB

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I called to check the status of the name change on the 27th of October and was told they had not done it yet and could not take the test until it was completed. Since this was the last day before the test I had no choice but to opt out of the test. I tried to do this online multiple times and even called them on the phone multiple times the same day and no one could/would give me an intelligent answer. I was then told I need to let the test lapse and fill out a form to correct the problem. I don't think I should have to forfeit the money due to their numerous mistakes. The bottom line is they messed up my name, didn't change it in time, or if they did I wasn't given the correct information which I did request, I did try numerous times to opt out and again was not given accurate information.  I followed their directions through the entire process and I'm positive that there are records of my calls on their end as I have records, date, times, length of calls. 
Regards,
[redacted]

Review: I paid PTCB to recertify my pharmacy technician license on 5/9/2013. I paid a total of 40.00. I had to put in my continuing education credits on their website. I did not know that I had to list them one by one, it was not clear. They did not notify me that an error was made. Seven months later, which is December they sent me an email saying that my license was expired and that I had to pay a fee of 80.00 to reinstate my license. I called them to find out why and the representative could not tell me why it did not go through. Then after 20 minutes of checking then she said maybe because I listed my continuing education credits in one place and not 1 by 1. I am very upset and I feel that this is unfair business practice. I feel that PTCB was trying to get more money from me because they failed to notify me of any issues. The fee was only supposed to be 40.00. I ended up paying an additional 80.00 on 12/09/13 because someone there did not do their job. They should at least notify you if there is a problem, not after it is too late. I almost lost my license and did not even know it. I also have a coworker that was not notified and she just recently lost her certification license. She had no idea and neither did I. I am not sure if there is anything that can be done but it is just not fair to keep collecting money for the same purpose and not tell the consumer that there is a problem.Desired Settlement: I feel that PTCB should refund my additional 80.00.

Business

Response:

January 3, 2014

Dear **. [redacted],

In reference to your written notification dated December 26, 2013, Revdex.com complainant [redacted]’ refund request was submitted to PTCB’s finance department on January 3, 2014. **. [redacted]’ $80 refund should be mailed within 5 to 7 business days.

Also, your letter indicated that the Revdex.com attempted to contact PTCB previously about the complaint, but received no response. According to your letter, the complaint was initially submitted on December 13, 2013. Unfortunately, the initial complaint letter from you was not directed to my attention by the Revdex.com. The last communication I received from the Revdex.com was via email on December 17, 2013. That email stated no other communication was needed from me regarding the alleged issue from November 26, 2013. Be sure to direct complaints to my attention going forward for a speedy reply and resolve.

Should you need further information or have additional information you would like to share, please contact me directly. I can be reached by telephone at [redacted] or by email at [redacted].

Review: For the past two months I have been trying to renew my pharmacy technician's license. I submitted my application in April and I received a confirmation that my payment was received and the money was withdrawn from my account. About a month after I still did not receive my license so I gave the company a call. I spoke with a customer service representative named [redacted] told me that there was an issue with my application. When I asked what the issue was she could not tell me. So I went on the company's website and saw that it said there was an issue with my application but it did not say what was wrong. About three days later I called back and spoke with another representative named [redacted] and I told her I wanted to talk to a manager. [redacted] told me that she had to put in a request for me to talk to a manager and it would take 2 days to hear back. The 2 days passed and [redacted] called me saying there was a problem with my application but she did not know what it was but I should log on to the website and pay $10 more dollars to re-certify. So I called the company back and this time I was upset, so I asked to speak to the manager. After about 20 minutes and two transfers I spoke to [redacted] the supervisor. He explained to me what was wrong and told me I had to fix the issue and pay $10 and I would be all set. So I went on the website fixed the problem continued to the payment page and now they're saying I need to pay an additional $40.00 after I have already paid the money.Desired Settlement: I would like my re-certification deadline extended for another month. In addition I would like to be refunded the initial $40.00 I was charged and my application fee for re-certification waved.

Business

Response:

RE: Revdex.com complainant, [redacted], letter dated June 1, 2013

Review: I have taken the PTCB months ago. I passed. Due to maintenance on their system, the board has not had access to my certification. I have lost out on jobs because I was waiting on my certification that I was told would only take 5-10 business days. I took the test and passed January 7. It is now getting towards the end of March. Every time I talk to someone on the phone, they tell me they cannot help me or even give me a possible day that I should receive my certification. The fact that I had a great job with a hospital lined up and lost it due to their faults is absolutely disheartening to me.Desired Settlement: I would like my fee back that I had to pay to take the exam. It was $129.

Review: Pharmacy tech re-newel issue... Please see below!!

I am a pharmacy technician and I was due for renewal for my PTCB registration by 7/31/14, I completed the online application and submitted payment as well as uploaded images for proof of CE completion. I also faxed over the documentation for additional proof that I completed the required number of CE credit hours. I sent the fax on 7/21/14, I never heard back from the board of pharmacy stating that there was a problem with the fax I sent!! So I assumed it went through. A few days later on July 25 I received an email from PTCB stating that there were issues with my application and there was an extension until 8/24/14 to recertify and a $10 fee was required. I called to verify what was wrong with my application and the phone representative looked up my info and stated that the images I uploaded with my application were not viewable, so I then informed her that I also fax over the info and used CPE monitor to make sure I was covered. Her response to this was that CPE monitor was not approved but the faxes were but they have no record of this so I just needed to pay the $10. To avoid anymore inconvenience to myself I said fine I will pay the $10 and re-fax everything so I can be done with it! I did just that I re-faxed proof of completion of my CEs as well as the cover sheet with my info on 8/5/14 and 8/15/14, and again on 8/24/14 from the HR office at my work to ensure they were going through. The night of august 24, 2014 approximately 9:00pm I sent an email to PTCB advising them I had completed the info they needed and re-faxed it but could not pay the $10 fee as there was no option online to pay it. I had until 12pm to re-new. I took a screen shot of the website for proof as well. There was no physical way to pay the $10 only to print items, change CE info, or view test info. I called on 8/25/14 since I never received a response to my email from the night before and informed the agent of what was going on and that it was not fair as I had done my part and submitted all of the required item except the $10 which I had no problem paying I was just not able to according to the website. She was not helpful at all, rude to say the least and did not want me to talk to a supervisor so she said one would call me back. I am waiting to hear from a supervisor but I do not feel I should have to go through this considering I have done the appropriate procedures and protocols. The person on the phone also advised me that since it is 8/25/14 it is past the re-newing period and I would have to re-instate for $80 instead of $10. This is absurd because had I been given an option to pay the $10 I would have had it done. Unfortunately I am not able to work without this certification and this will create further problems for me. I feel as though PTCB is not customer oriented and not trying to work with me at all, I even offered to pay the $10 on the phone or mail it in but if I mail it in it is considered late and will also result in the $80 fee. I really am not sure what to do at this point and feel very frustrated and taken advantage of by PTCB.Desired Settlement: The settlement I am seeking is to be allowed to re-new my certification for the $40 I already paid when I initially submitted my application or pay the additional $10 fee if need be and have my certification re-newed ASAP.

Business

Response:

September 29, 2014[redacted],In reference to your written notification dated September 24, 2014, Revdex.com complainant [redacted]) has requested to "be allowed to re-new certification for the $40 l already paid when I initially submitted my application or pay the additional $10 fee if need be and have my certification re-newed ASAP.”[redacted] initially contacted PTCB on August 24, 2014, via email stating she was having problems with recertifying her PTCB certification, which was due no later than July 31, 2014. The email was escalated to my attention on August 27, 2014. On August 28, 2014, I personally fixed her issue and processed her renewal application. This new information was relayed back to [redacted], via email, on August 28, 2014.According to your notification, the date of the initial complaint to Revdex.com was August 25, 2014, one day after [redacted] contacted PTCB about her issue and three days after said issue was resolved. The written Revdex.com complaint did not reach PTCB until September 26, 2014, via USPS. Please update your records as we have since considered [redacted]'s case closed.Feel free to contact me at your earliest convenience should you need further information or feel the information I have presented is in error. I can be reached by telephone at [redacted] or by email at [redacted] @ptcb.org.Thank you, Eleanor DManager of Customer Service

Review: I withdrew my application to take the PTCB Test in time to merit a $104 refund earlier this year. The payment for the test was made via debit card. However, between paying for the test and withdrawing from it, I moved and also had to have a new debit cad issued.

I called PTCB in late March/early April 2013 and notified them of this as well as providing them with my new address to mail the refund check. Despite notifying them of this and making repeated phone calls, they claimed during the last week of May that the check was mistakenly sent to the previous address. Several more phone calls were made to have the check reissued and sent to the new address.

I was told in early July that the initial check would be cancelled and a new check would be sent to the new address. Despite repeated phone calls to PTCB to verify the status of my refund check, I have yet to have received it and all I am told when I call the Customer Service line is that someone from the main office will call me back. I have yet to receive any call backs from the main office despite these promises and have yet to receive my refund check. I made another phone call to them today (Tues 9/24) and was told exactly the same thing again. I've asked for the name of someone to speak with in the main office as well as a direct phone number and email address numerous times, but no one in Customer Service has given me that information.Desired Settlement: I expect to receive both $104 refund check as well as a detailed explanation why it took so long for the check to be issued. I would also appreciate information regarding what their normal processing time is for issuing refund checks as well as a point of contact (individual's name, direct phone number and direct email address) with someone in the main office who issues the refund checks.

Business

Response:

October 9, 2013

Dear **. [redacted],

I am in receipt of your letter dated October 3, 2013, regarding PTCB’s response to Revdex.com complainant and former PTCB exam candidate [redacted].

**. [redacted] indicated he appropriately withdrew from the PTCB exam, but experienced difficulty with obtaining a refund. He also mentioned that he notified PTCB in late March or early April 2013 with a new physical address. Unfortunately, PTCB never received notification from **. [redacted] about his new address until after his initial refund, which was cut and mailed on April 11, 2013. The check was returned to PTCB by the post office. **. [redacted]’s refund issue was brought to my attention in early September 2013. **. [redacted] was then referred to PTCB’s accounting department where he was communicated to and refunded again on September 26, 2013.

Should you have further questions about **. [redacted]’s case, you may reach me by email at

Thank you,

Review: I requested a refund of my payment for certification I was told it was deposited July 3rd it hasn't been credited to my account I contacted the company and they informed me they were having an issue with [redacted] the original payment was an electronic debit not processed by [redacted] they refuse to give me a turnaround time for my refund or send it back via the original method it was withdrawn or by any other means they also haven't responded to my request for my issue to be escalated and my payment to be sent via another methodDesired Settlement: I would like my refund since its going on a month since I was supposed to get it

Business

Response:

To Whom This May Concern:

Review: I submitted my renewal for my pharmacy technician recertification to PTCB on 3/21/2013 but was unable to print the receipt of payment to submit to my employer for reimbursement (option wasn't provided). There was no option to "reprint" receipt. I have called and emailed PTCB and they continue to give me excuses why I have yet to receive my receipt. Everyone I speak to informs me that it will be taken care of immediately and then nothing happens! I'm not sure why it's so difficult to provide a "reprint receipt" option on their website and why I have to go through hoops and bounds to receive proof of payment. My deadline to submit my receipt is this afternoon. I have been very patient and have waited 6 weeks for a simply receipt copy, which is absurd!Desired Settlement: Since my deadline is today and they probably won't resolve this by then again, they can reimburse me the $40 for my renewal. They have had 6 weeks to simply send me a copy of my receipt because they do not provide that option for users on their website.

Business

Response:

Regarding

the complainant, her recertification application was successfully

processed on April 11, 2013, and currently, she has an active deadline date. If complainant wishes to pursue a

refund, she will need to forward a request in writing to PTCB's Recertification

Manager to the following address:

PTCB

Attn:

The

complainant’s refund, if granted, will be less $25 for administrative fee, and,

complainant will no longer be considered a PTCB “Certified Pharmacy Technician”

and must desist using the “CPhT” designation.