Complaints

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• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  NCCT took payment for a service, failed to issue recertification that was paid for, failed to contact customer(me) for over 2 months, refused to issue a refund citing a no refund policy, went searching for any kind of no refund policy on their website and couldn't find any notification of said policy. The website in question looks, feels, and operates like it was intentionally designed to be as difficult to navigate and operate as possible. Many many errors while trying g to follow NCCTs guidelines for services. The entire thing feels like a set up to try and trap people into losing money for certifications that they need for their jobs. When trying to reach out to customer service I got a single general email reply that didn't answer my questions. Followed by no reply to my follow up questions.

  Business Response

  Date: 06/06/2023

  Per information published within NCCT’s public-facing documents and on our website, recertification with NCCT requires the payment of a recertification fee and completion of hours of CE. Certificants also agree to comply with NCCT’s Code of Ethics and to report any new felony conviction.

  Recertification is accomplished online through the certificant’s NCCT user account. Certificants must be logged in to access their personalized recertification dashboard. From here, certificants are directed to the “recertification information” tab to review the recertification process in detail.

  REFUND POLICY:

  Under the Recertification Information tab, the recertification process step #2 states that the recertification fee must be paid under the Pay Now tab, which requires the certificant to check a box that states “ REFUND POLICY: I understand there are no refunds on any purchased products or annual recertification fees.” The certificant was required to acknowledge the “no refund” policy at the time of payment, which was successfully accomplished on 3/23/23. Furthermore, page 3 of NCCT’s Guide to the Recertification Process states that the recertification fee is non-refundable.

  CE PLICY:

  The recertification process step #3 gives the option to complete CE using NCCT’s CE library and/or via the submission of outside CE. This certificant opted to use outside CE but did not submit the CE in accordance with NCCT’s published policy. Step #3b specifies, “Submit non-NCCT CE courses by clicking the ‘Submit Outside CE’ tab and completing the Online Submission Form. Supporting documents of completion must accompany the online submission.” The certificant never submitted the outside CE activities via the Online Submission Form as required. The certificant instead uploaded documents to their NCCT user account on 3/24/2023, which is only half of the process. When uploading outside CE documents, a message pops up on the certificant’s user account that reminds them of the following: “Be sure that you have also entered the outside CE course(s) into the Online Submission Form as required.” The certificant did not heed this reminder, nor did they make an effort to review NCCT’s policies and procedures before uploading CE documents. On 5/8/23, the certificant sent an email through NCCT’s Contact Us, asking why their recertification was not completed. A reply email was sent to the certificant on 5/9/23 reminding them that outside CE will only be reviewed if submitted via the Online Submission Form. The certificant did not follow these instructions despite NCCT very clearly explaining how to submit outside CE correctly, and sent a reply expressing defiance of the policy. The certificant’s recertification could not be completed due to their refusal to submit the CE. On 6/5/23, the certificant made a call into NCCT’s Customer Service department. The certificant’s identity was verified per policy and they were again reminded that all requests for outside CE consideration must be submitted using the Online Submission Form for Outside CE. At this time, the certificant expressed anger towards NCCT's policies and procedures and requested to speak with a manager, who told the certificant the same thing and reminded them of the no-refund policy. Subsequently, the certificant submitted three profane entries into the Online Submission Form in place of the CE activity information. The profane language was directed at NCCT. No CE information was ever submitted, the recertification was never completed, and the certificant has demonstrated a lack of professionalism that may warrant future action.

   

   

  Customer Answer

  Date: 06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  In no way was I aware of a no refund policy. At no point was there any communication from ncct as to what needed to be done to complete this. At no point did ncct do anything other than accept payment. The policies are misleading and the steps to get through the process barely work.
  Regards,
  
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