Pharmacy Technician Certification Board

Review: I registered for a Pharmacy Technician Certification Test in my area. Prior to the test, I had to cancel. I canceled my test on August 19, 2013. The test was scheduled for August 24, 2013. I also withdrew my application for the certification. I received an email after I canceled my test with a confirmation that I indeed had canceled. Their cancellation policy states:

Cancellation Policy

If you wish to cancel your exam appointment, you must contact Pearson VUE at least one business day prior to your scheduled appointment time. Cancel online at www.pearsonvue.com/ptcb anytime, or call Pearson VUE at ###-###-#### between 7:00 AM and 7:00 PM, Monday through Friday, Central Time.

Candidates who are unable to test within the 90-day authorization period must withdraw from within their PTCB Account to avoid forfeiting the application fee. Candidates with scheduled exam appointments must first cancel their appointment.

I followed this policy. Also in the email it states: "Your PTCE application has successfully been withdrawn. You will receive a refund of the application fee paid, less an administrative fee of $25. Refunds are issued in the original form of payment within 2-3 weeks." This email was received by me on August 19 2013.

I called the company on September 25, 2013 to inquire as to where my refund was. The customer service representative did not even look up my information. She simply told me that it hadn't been that long and to call back in a couple of days. I called again today, September 30, 2013. I stated my problem. The customer service representative transferred me to a supervisor who had to "investigate" my information. After several minutes on hold, I was told that it might be another month before I received a refund. She stated they had received an email from their corporate office stating they were behind in paperwork and refunds might take 6-8 weeks longer. I paid by credit card. It should not take that long to refund my money spent. I asked why they did not communicate this to the customer because all the correspondence I received stated 2-3 weeks and this time has come and past. She did not know. I asked for a number to talk to someone at corporate. She stated there was no number for me to call corporate but gave me a generic "contact" email address to send my concerns to.Desired Settlement: Refund of my entire paid fees amount of $129.00 immediately

Business

Response:

RE: [redacted] refund

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]