Complaints

This profile includes complaints for ISACA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ISACA

  1700 E Golf Rd Schaumburg, IL 60173-5804

• 

  ISACA

  11 Stanwix St # 1150 Pittsburgh, PA 15222

• 

  ISACA

  3701 Algonquin Rd Ste 1010 Rolling Mdws, IL 60008-3124

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Report on Cheating During Remote Proctored Exams ISACA,I would like to bring to your attention a concerning issue regarding cheating during remote proctored exams. There are widespread discussions on platforms like Telegram, Reddit, and WhatsApp, where individuals are sharing methods to bypass the proctoring system and pass exams fraudulently.A few months ago, I submitted an anonymous report to your Ethics and ********************* but have yet to receive any response. I believe this matter requires immediate attention, as it is undermining the integrity and value of the certifications you offer.These methods are outlined in the attached documents.The cheating methods involve paying someone to take the exam on the testers behalf. The individual being tested installs undetectable software that allows remote access to the test-takers screen. Additionally, a new technique involves using a loop bypass system for webcams, which deceives the ******* into thinking the test-taker is present when they are not.I urge you to conduct a thorough investigation into this issue. While that investigation is underway, I recommend the following immediate actions:1. Temporarily suspend all remote proctored exams.2. Audit past remote proctored exams to identify individuals who may have used the attached cheating methods.3. Investigate whether the identified individuals in Step 2 used non-professional email services (e.g., Gmail, Hotmail, Yahoo) to verify their experience, as these are more susceptible to abuse.I prefer to remain anonymous but am available via email ************************** should you require further information.Thank you for your attention to this critical matter.Sincerely,

  Business Response

  Date: 02/26/2025

  Response attached

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22977067
  
  I am rejecting this response because I am writing to address some of your responses and recommendations regarding the security of ISACA's testing process and the timeline for implementing necessary changes.

  1. Statement on Proxy Cheating: I recommend that ISACA put out a statement AND also include clearly communicate on their website that they are aware of the proxy cheating and that any individuals caught engaging in proxy cheating will be barred from taking the test. Additionally, they will forfeit any registration fees paid and lose any other ISACA certifications they may have previously obtained.This policy should be made explicit deter such activities and maintain the integrity of our exams.
  

  2. Remote Testing Concerns: As outlined in your response #1, while I understand the convenience it offers, there are reports of test-takers traveling significant distancessometimes over two hoursto take the test securely. Our focus should prioritize the integrity of the exam process over the convenience of remote access, which could potentially facilitate cheating.
  

  3. Close Loop Camera Technique: In previous documents, I provided information about the "Close Loop Camera"technique used by proxy test-takers. Could you please clarify how we plan to address and prevent this method of cheating?
  

  4. Timeline for Implementation: Many of the dates provided in response #1 are for 2024. Could you provide a more detailed update on when these changes will be fully implemented?

  Thank you for considering these points. I look forward to your response and to working together to uphold the integrity and reputation of the exam and certification processes.

  Sincerely,
  
  Saleem

  Business Response

  Date: 03/14/2025

  The most current response provided by the BBB/complainant is being escalated to ISACA's Executive Leadership Team for consideration of suggested corrective actions. ISACA will provide updates as they become available. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22977067
  
  I am rejecting this response so we can wait for a response from the ISACA's Executive Leadership Team for consideration of suggested corrective actions.

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against ISACA regarding my traumatic experience with their CISM exam process. The exam ******* kept me on for over two hours, making me remove trivial items like thumbtacks from my desk. I endured four restarts, each one increasing my frustration and stress. Ultimately, I could not complete the exam due to the invasive and unnecessarily lengthy process.When I reached out to ISACA's customer service for help, I was met with zero accountability. I could not escalate my issue, and they refused to provide names or employee IDs. Their service was unhelpful and dismissive. This lack of professionalism is shocking, especially when ISACA is compared to other certifying bodies like (ISC) CISSP and ********** ***, who maintain high standards.I am appalled by how ISACA continues to operate with such disregard for candidates well-being. Their exam process was grueling, stressful, and ultimately a waste of time. The customer service is nonexistent, and the lack of transparency is troubling.I strongly advise all candidates to stay away from ISACA and their certifications. This experience felt like a scam, and I will dedicate as much time as necessary to ensure others do not face the same treatment. I request that the BBB hold ISACA accountable for their unethical practices and ensure future candidates are protected from this kind of mistreatment.Thank you for your attention to this matter.

  Business Response

  Date: 02/13/2025

  Offered a free exam retake and advised the customer to consider taking the exam at a testing center to avoid the connectivity issues they experienced. We also offered a full refund if a retake is not of interest. 

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep spamming my email non stop I have asked them multiple times to stop they refuse and they keep setting me up as pay volunteer I declined the application as they false advertising I ask them to close my account and they refuse I have already filed a *** a investigation complaint.

  Business Response

  Date: 01/23/2025

  ISACA's Privacy team reached out to ***** ****** on 17 January, asking them to submit their request via the Privacy Rights Portal (link provided). We have not heard back, nor have we received their formal submission. 

  Fri 1/17/2025 10:40 AM

  Good Day ***** *******,
  
  I have received notification that our organization may be spamming you and you would like to close your account with us.
  Please allow me to take a look at this and provide resolution to your request.
  Per our Privacy Notice here: ***************************************************** we accept Privacy Rights requests via our Privacy Rights portal here: *****************************************************.
  Doing so allows us to review the laws and regulations that govern your data in the manner we are supposed to. This also holds ISACA accountable for the appropriate management of your personal data.
  Can you kindly submit your request via the Privacy Rights portal here: ***************************************************** and we will begin your request with undue delay.
  
  Additionally, I would like to understand where and how you are receiving SPAM email messages from our organization.
  Would you be able to provide examples so I can conduct an appropriate investigation on the origination of such messages and ensure that this activity is ceased.
  
  Sincerely,
  ISACA DPO

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased the **** exam along with the preparation material, which consisted of database questions and answers. had to buy an extension for the database after a one year expiration and still was not accurate when i decided to sit on the exam and failed it. i called the ISACA support and spoke to a representative and explained that i have spent between the exam and the preparation materials over 1000 dollars and asked if they can either provide me with a discount code for the exam retake or an extension for study material for 30 days until i retake the exam. the representative was so adamant that the material had expired and new topics had been added which explains the incompatibility of the material and that all she could do is open a ticket (referenced above) and see if i can get a favorable answer that could either give me an access extension to the study material, provide a reasonable discount for a repurchase of a short period of time or just to the module that was updated on august, or a discount for the exam retake which could accommodate for a repurchase of the study materials. i know i will have to come up again with another 600 dollars to take the exam, because i have been a member for the past 5 years and i have been a regular member paying my dues which gives me the discounted price for the exam, but it is still a large fee. i am requesting that if i have to PAY the exam fee, ISACA, should at least provide me a 30 day access to the database questions/ answers preparation materials for the section that was missing from my last preparation access material and was updated on august 2024.

  Business Response

  Date: 01/02/2025

  Voucher code for 100% off of the requested study materials was provided. 

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Abdesslam El ****

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: October 19, 2024 Amount Paid: $740 Business Commitment: A reliable **** exam testing experience.Nature of the Dispute: System crashes during the exam, inadequate support, and lack of resolution.Attempts by Business to Resolve the Issue: None.Dear Better Business Bureau,I am writing to formally report my experience with ISACA regarding the **** exam I took on October 19, 2024. During the exam, I faced significant challenges as the testing system software crashed four times, severely disrupting my concentration and performance. The exam, which was supposed to last three hours, extended into the early hours of the morning due to these interruptions, forcing me to complete the test from 8 PM until 1 AM.Despite completing all 150 questions, I was informed by phone support during the crashes that I could retest if necessary. However, this reassurance did not materialize into any support following the exam. I took several steps to mitigate the issues, including uninstalling applications like Dropbox and WhatsApp, and disabling Creative Cloud, which I believed could be causing the crashes. Unfortunately, I was unable to fully delete Creative Cloud due to my existing Adobe products, and my attempts to seek further assistance from support remained unresolved.The repeated requirement to perform room scans 4-5 times only added to my stress during the exam. Given the considerable fee of $740, I expected a reliable testing environment, especially in the current economic climate.I am requesting either a full refund or the opportunity to retake the exam without additional charge. I appreciate your attention to this matter and hope that ISACA can improve its processes to prevent similar experiences for future test-takers.Thank you for your understanding.

  Business Response

  Date: 10/28/2024

  Voucher code provided for exam retake. Email sent to customer with code and next steps to avoid future issues during online exam. 

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but ask that you find better ways to troubleshoot during exams.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ISACA group have decided not to refund the $117.72 paid on 9/28/2020,After I submitted a legitimate document supporting my payment for the **** Review manual. There was no response from the ISACA group on 10/12/2020 when I had submitted an email notice of a problem in accessing the manual and requested the manual be sent by mail or send a link (because I couldnt download when clicking the download link). The ISACA group is denying a refund (7/24/2024) based on the years past with no record of the transaction of what took place under the previous system that was in operation.

  Business Response

  Date: 07/29/2024

  Credit Memo is being issued in the amount of $117.12 

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for membership with ISACA 2016.I study and pay to complete the exam after 3 attempts I finally passed.I was seeking to enhance my knowledge and ability to obtain a better job.But because of unforeseen circumstances: COVID 19. In which ISACA does not recognize as a reason for the delay in sending my certificate. Although most of the country was shut down and millions of people died that year. ISACA does not take that into account.So, here I was on a relentless, wasteful journey with their ************ ********** to toy with my emotions mentally. My first request was to get and extension so I can obtain the certificate I diligently worked hard for. Paid their Yearly fees of $185 plus $35. Also, participated in their forums which was a requirement for maintaining membership. Please read the attached document: "Statement of Appeal". To the escalation board.Relentless: I only had 2 mths to get this signed. What was I to do. All my efforts relied on time and a response. Finally, when I got in contact with HR again and spoke to someone else who was resourceful. I was told that the company hires a 3rd party to sign off and validate the information of ex-employees. So, when I contacted them. The person working there was empathic and understanding enough to expedite the signing off of the application papers quick for me as I only had 1 week left.When I emailed ISACA and sent them the Application, paid the fee for the application to be expedited and looking forward to finally getting the certificate that I studied and worked hard for and spent over $2000 dollars to obtain plus their fees of $605 for membership and exam,Their escalation ********** told me: Unfortunately, they can't ***** me my certificate.I felt like I was lied too.All , the effort: tracking down ex-coworkers, speaking with HR, constantly submitting request to their support team was like falling into a bottomless pit.Why would they tell me to apply for my certification if they knew they were not going to give it to me. Now I am left seeking alternative employment till I can figure this out.I want my Certificate or a Full Refund for the lies the propagate in making candidates like me believe obtaining an ISACA certificate would open doors for better employment as an Information Security professional. I think it is only fair.

  Business Response

  Date: 08/30/2024

  Please note that we have responded to this customer on 29 April per the complaint raised.

   

  ************************* Senior Director, Customer Success Operations

  T:***************

  The information in this e-mail is confidential and intended solely for the addressee. Access to this e-mail by anyone else is unauthorized. Any copy or further distribution beyond the original recipient is not intended and may be unlawful. The opinions enclosed are of those of the sender, and do not necessarily reflect those of ISACA.