Pharmacy Technician Certification Board

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 cancelled my application to take the PTCB on Feb 15,2014 and was told I would have my refund within 4 weeks. Exactly 4 weeks later I called telling them I have not gotten my refund. They informed me that they had no recollection of me ever paying. I sent emails of my bank statements and recipes from where I paid for my test. And I sent emails with confirmation of me cancelling my test. They back tracked and said they found what they needed and I should get my refund within a week. After a week went by and no refund I called and they said it could take anywhere from 4 to 6 weeks to get it. It has been past 6 weeks and still no refund. Last time I called to ask about it I told them my name and was hung up on. I am still waiting for my refund. It has almost been 2 months.Desired Settlement: I would just like my refund.

Business

Response:

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;

Review: I am a certified pharmacy technician. My certificate expires on 3/31/2013. We are supposed to have our request to recertify in by 3/1/2013 to allow enough time for the process. I had finised my 20 hours of CC classes In early January of 2013. I tried to get on to recertify a couple of days before february and the website had a message explaining that it was being redone and that it should be back up and running early february. So I waited until then to go back on. I went back on in February and it still said it was down. I called and they said that they had some issues with uploading everything and so it would be up latter than they thought. They asked me to be patient and wait. That began the process of me waiting, calling, writing, emailing, and faxing. I waited a couple of days and called back when I seen the website was up and I still couldn't get on. We then found out that the problem was that I had a duplicate account. They said they would delete the duplicate account, update my information, and send me an email to change my password within a day. I waited a day, and I didn't get anything. I called back...and nothing had been done. They told me the same thing and said that they would get everything fixed and that I would receive an email to change my password. Again....nothing. This went on for a few times, until finally I got the same person I had spoken to a couple days back and she remembered me and felt bad that I had been calling and calling. She figured out that the computer system wasn't saving any of the changed information and so the email that should have been sent to my correct email address was going to the old non-exisistant email address. She said that she would forward the issue over to the supervisor and explain that I had tried multiple times to get this fixed (her name was [redacted], and she was the most help from that entire company!). She said I would get a call or email from the supervisor. I never heard a thing. So I called again and asked to speak to a supervisor and was told that the supervisors don't take phone calls!! This upset me, but I remained composed. When I then told this same person (he said he was a team lead, I don't remember is name) how many times I have called, he made a comment that he was going to check the comment 'see if I actually called previously'. After he said this, I had my fiance pull our cell phone record and count how many times I had called in february. He counted 16 times. And that is just from the cell phone. I also call on our home phone to save cell phone mins at certain times. I have also emailed PTCB 6 times with no response. I have faxed them once. Mostly...I have been calling them. Everytime I ask for a supervisor, I am told that they wont take the call. I don't know what that is about, but all I am getting is the run around from everyone. A month and a half has gone by and I am still unable to log into their website to get my certification recertified. I think what is so upsetting, is that I have really tried my hardest to get help and I have been so calm (up until recently) while waiting for someone to help me. And it is really frustrating when I email and call and don't hear anything back from any supervisor. My job/salary depend on my certification and this to me is unacceptable. They should make sure that they resolve this issue and keep in contact with me so I am not panicking. A month and a half is a long time for nothing to have been fixed. And I now only have 18 days left before my certifcate expires. I don't feel so good about this when I couldn't get them to help me the past month and a half!! Please help me. I don't know what else to do. Thanks so so much for your assistance.Desired Settlement: I want them to fix the problems that are keeping me from recertifying online before my certificate expires. In other words, I want someone to help me. And a phone call/apology/email/something other than nothing would be great

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: They did not reach out to me until after I had sent my complaint to Revdex.com. I reached out to them for well over a month. But not once did they reach out to me until after I told them that I would be contacting the Revdex.com since I was unable to get anyone to help me. This is the only reason why anyone helped me at all. When they did finally reach out to me...it took maybe two hours to fix the problem. And I just couldn't believe it. They should have helped me a long time before it ever got to the point of my certificate expiring. I had sent my letter to the Revdex.com before someone reached out to me. They do need to make sure that they are well organized and know how to help others in the future. Our jobs rely on recertification, and is unacceptable to do noting to resolve problems. And it is even more unacceptable to infer that I had never called for help when I HAD. I just want to know that they take responsibility and that they will work on helping others in the future. I wouldn't want any of my fellow technicians to go through what I had to go through. It was a terrible experience.

Regards,

Review: I mail in before 11/30/2013 deadline a copy of my online C.E. hours to the PTCB with a 40 dollar money for my recertification. After checking on line for my recertification and finding out it had not been renewed, several telephone calls to the PTCB about the issue and no one being able to solve the problem or able to issue a refund immediately.Desired Settlement: Either receive credit for the 40 dollars and renew my license or add the 40 dollar to my account and allow me the option to reinstate without having to pay addiction 40 that I have already paid

Business

Response:

January 17, 2014

Dear **. [redacted],

In reference to your written notification dated January 13, 2014, Revdex.com complainant [redacted]’s request to be recertified or refunded for the money she paid for her PTCB 2013 recertification.

**. [redacted]’s payment and continuing education was indeed received; however, her recertification application was not. For convenience, an application was created and completed by PTCB staff and submitted for processing. The application was successfully processed on January 17, 2014.

Here’s some background to our renewal process, in order for certificants to complete recertification, they are required to submit 20 continuing education credits, including one hour of course(s) specific to pharmacy law, pay the recertification fee and create and complete an application online, though our website. **. [redacted]’s application was never received by PTCB.

As stated before, please be sure to direct complaints to my attention going forward for a speedy reply and resolve. This letter complaint as was the previous letter complaint was not directed to my attention. I did not receive **. [redacted]’s complaint until January 16,

2014.

I can be reached by telephone at [redacted] or by email at [redacted] should you have any questions.

Review: I am a Pharmacy Technician in [redacted], Colorado. Every two years I am required to obtain 20 hours of Continuing Education credits to renew my certification which is held through Pharmacy Technician Certification Board (PTCB). I had to renew by 7/31/13. Which I did. I paid with debit card on the website ptcb.org but was unable to see if this payment went through right. Because I could not be sure payment went through I also selected a pay-by-check option so that I could make sure my application was approved. The next day (8/1/13) after checking my bank account I realized I was double charged. This happened to several other coworkers and we called their customer service line and were told that we would need to submit a check and our bank charges would be refunded. The charges were refunded later that week and I sent them a check for $80.00 to pay for two renewals for myself and a coworker and included both of our applications. Many of us at my work place were wondering what was taking so long after a month of waiting for the certification renewals to come through and called PTCB. We were told that it could take up to four weeks after our checks cleared for renewals to be complete. My check cleared 9/23/13. I work for a large HMO-[redacted]. They keep track of employee credentials, my boss informed myself and the coworker whom I paid by check for that our certifications have been expired by PTCB. We called them and spoke with a customer service representative named [redacted] who was less than concerned with our problem, but assured us we would be contacted by a manager within 24-48 hours. That was last week on 11/20/13. We have heard nothing. I have since e-mailed them with all of my contact information telling them of my concern for my job. Have heard nothing. This is a requirement of my job to be certified. I have upheld my requirements to stay certified and paid the money required and they have done nothing and taken my money. I am highly upset by this. It is immoral and they have very bad customer service practices.They are unconcerned for our careers when they hold our certification that we have paid for and tested for. They hold a monopoly on this as they are the only board in the country to go through. Many employees at my pharmacy had proble** with them. If there were another way to certify we all would, I think this company takes advantage of the fact that they are the only way to get this certification and give very poor serrvice!Desired Settlement: I need my certification updated and since they cannot seem to answer my request or my coworker, perhaps they will answer yours. This is the only outcome that is acceptable to me as we have both submitted all requirements. My name is [redacted], certification # [redacted]. My coworkers name is [redacted] and her certification # is [redacted].

Business

Response:

Re: ID#[redacted]