Complaints

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

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  Prometric, LLC

  1501 S Clinton St Fl 14 Baltimore, MD 21224-5730

  
• 

  Sylan Learning of Rochester & Pittsfield

  3300 Monroe Ave Rochester, NY 14618-4611

• 

  Prometric, Inc.

  501 W St NW Washington, DC 20059-1020

• 

  Prometric Testing Center

  800 W Broad St Ste 450 Falls Church, VA 22046

• 

  Prometric, Inc.

  1660 L St NW Ste 205 Washington, DC 20036-5603

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:01/24/2023

  Type:Customer Service 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.

  I took the Elsevier A2CT exam at the San Bruno Testing Center on January 23, 2023, around 1:00 p.m. PST, and my concentration was interrupted by your computer's malfunction. I'd like to file a complaint because, in the middle of my exam, the computer I was using went down for almost an hour, interfering with my concentration. Other test takers also had their computers hang while they were taking their exams that day. I want to file a complaint in this matter because, because of this incident, I failed my exam. I am trying to reach there website but I can't reach to them.

  Business Response

  Date: 01/30/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed an appeal regarding technical issues during their ELSVR examination. the candidate has since been rescheduled at no additional charge.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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.

  Hello, I am ************* who was a test taker with previous proctor Prometric . I filed a greviance which was never resolved , in fact said person i filed a greviance against administered my exam for the second time . I then filled out a formal complaint and a refund request for my exam that was had contradicting results . I was never gotten back too infact dismissed i exhausted every channel . And being that they are no longer testing its now a new procotor my case has been open since 9/22/22. I woud like some answers, an invesitigation of any wrong doing and a reemburstiment of the testing fee that i paid for said exam . In Conclusion , this is a very disorganized estbalishment and i can see why they are no longer a main proctor who can adminster tests anymore.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 10, 2023/01/08) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed an appeal regarding a MACNA examination, which was answered via email on 6/8/2022 at 9:19 AM. Also, the candidate was mailed a refund check in May of 2022 for the $40 overpayment. The refund check was mailed to:
  
  *************************************************
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 12, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I paid 70 dollars twice the most recent time was Sept 2022 in which I filed an appeal and a refund request. And nothing was ever pursued as well as the instructor who administered my exam which i formerly filed a grievance against . At the very least I should had a different instructor not one who could potentially be bias . So due to the inadequacy of your company I was mislead , and deceived .

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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.

  Hello,
  
  I signed up to take my CNA exam in Florida. In October I sent in the request and received a testing date of November 28, 2022 at ******************************. Upon getting this testing date it became clear that I could not attend the test as the University I attends holds finals and I had 2 finals scheduled the date of the CNA exam I was scheduled. When this came to my attention I proceeded to call Prometric anywhere from 3-4 times weekly as my busy schedule allowed and everytime I was experiencing holds of up to over 3 hours and had no luck reaching an associate to help reschedule my exam. Because of this situation I am hoping for a way to be refunded my purchase of $155 so I may once again try to take my CNA exam.
  
  Thanks!
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/26) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint requesting a refund. As a 1x courtesy the candidate will receive a refund of $155USD via check.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/21/2022

  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 this complaint after numerous phone calls and email to Prometric regarding the release of my score. It has taken about 6 months or half a year already as I still have NOT seen my score uploaded onto my Prometric account. My experience with Prometric has NEVER been easy since the start and this latest problem is just another frustration that has taken lots of my time away from work only to have nothing resolved. I took my National Board of Podiatric Medical Examination (NBPME) - Part III Boards on June 2, 2022. I have tried calling many times within the last 2 weeks requesting that my Part III Boards be uploaded to the Prometric account. Several customer care agents reported that this needs to be done on the IT "backdoor" side, whatever that means to resolve this matter. They issued me a case number # ********. Based on my original email, my confirmation exam test # ****************. One agent promised to call me back last week on Thursday November 17th, 2022 but he never did. I emailed Prometric about this matter and still I am waiting for my problem to be resolved. I need my score to ensure that I can satisfy the state's licensing requirements as I am running out of time!! I need this to be resolved ASAP!
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/27) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their scores not being in the client portal. Our tech team check the records and sent us the following update:
  
  "The result for **************** has been sent to the client on 6/2/22, please refer the candidate to the client."
  
  We have now gone in and merged all files; the scores should be in the portal within 48 hours.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2000, 7, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The issue was resolved.

• Initial Complaint

  Date:11/17/2022

  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.

  Back on Jun11th and July 9th,I passed two of the DSST test. The program is open for civilian candidates without clear instructions on scheduling tests online. After I took my tests, I noticed they never sent me any invoice or bill. I had the same issue in a test I passed in April. This issue is occurring because it determines my active duty service member population. But I transitioned out back in Jun 2020. One of Prometric's employees told me to schedule the test by calling the testing center.
  So I did try to call the Prometric test center to schedule the appointment. However, the staff (employee) at the testing center told me I could only register online. So it leaves me no choice. I have to schedule my test through the only online portal I can find. All of the phone call histories were recorded.
  After each test, I tried to contact Prometric Center to make the test payment and make corrections to the population statutes. On September 9th, one of their staff(employee) reached back to me and helped me make the payment. She told me once the payment went through, they would update my information, and I should receive my transcript within 24-48 hours. All of the phone call histories were recorded.
  Last week I requested an official transcript; both test scores were not recorded, and they told me my testing scores were invalid simply because I scheduled my tests in the wrong protal.
  I took both exams at Prometric Center, and no cheating behavior was found. (the camera should capture everything when I took my exam) I took time to review and study and passed the exam.
  If just because I registered in the "wrong" way (which was told by your staff/employee), then determine my score is invalid, I believe that's unfair and unlawful. As they collect my money and provide incorrect information is no different from a scam. A phone conversation is no different from an oral contract that can be documented. Their action is no different from a breach of contract.
  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 7, 2022/11/27) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint via prometric.com on 11/10 and 11/11 2022 regarding the points addressed in this BBB complaint. The issue is currently being investigated and the candidate will be contacted via email regarding this matter by November 9th.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 9, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Todays date is Nov 28th, how am I supposed to receivd a contact from Nov 9th?
  
  
  Business Response /* (4000, 11, 2022/11/28) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  We previously advised the following:
  
  "The issue is currently being investigated and the candidate will be contacted via email regarding this matter by November 9th."
  
  Our apology, as that was a typo. The candidate will be contacted via email regarding this matter by Friday December 9th.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  Consumer Response /* (3000, 18, 2022/12/09) */
  I didn't reply to the last message because I was waiting for their reply on Dec 9th. But I still have not received any form of contact from the business. Once again, they poof themselves is not trustworthy. please help me reopen the case.
  
  
  Business Response /* (4000, 20, 2022/12/17) */
  
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate was advised the scores were released 12/15/22. He has been advised he is no longer able to take any further exams. He has paid the fee and can get the scores, but we will never give this exception again and any further test or scores will be flagged as invalid.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  Consumer Response /* (3000, 18, 2022/12/09) */
  I didn't reply to the last message because I was waiting for their reply on Dec 9th. But I still have not received any form of contact from the business. Once again, they poof themselves is not trustworthy. please help me reopen the case.
  
  
  Business Response /* (4000, 20, 2022/12/17) */
  
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate was advised the scores were released 12/15/22. He has been advised he is no longer able to take any further exams. He has paid the fee and can get the scores, but we will never give this exception again and any further test or scores will be flagged as invalid.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2001, 30, 2022/12/21) */
  it got released. we can close the case now.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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.

  I was scheduled to take the National Board for Health and Wellness Coaching (NBHWC) exam at a Prometric Site on 11/11/22. Less than 48 hours prior to the exam, I was notified that my exam would be cancelled due to inclement weather. While Florida was threatened with a hurricane, there were no warnings of serious weather in the Atlanta (Sandy Springs/Dunwoody) area on that day where I would sit for my exam (site #0073), yet Prometric decided nonetheless to cancel my exam. I did not have the option of taking the exam on 11/10/22 and the exam window closed on 11/11/22. I called the Prometric site and they initially told me that although the exam window had closed (window set by the NBHWC under the NBME - National Board of Medical Examiners) I would be offered another exam date within the next two weeks. Today I learned that this is indeed not the case and I will have to wait until May 2023 to sit for the exam. The decision to close the Dunwoody Prometric Test Site on 11.11.22 was unjustified by Prometric and will have cost me the ability to sit for an exam which I was well prepared to take and was the last step necessary for me to gain my coaching license.
  
  The NBME now has told me that I would have to submit another application (at a higher cost) to allow to be seated for the 2023 exam window. I no longer have access to the review course materials I paid for as the Review Course ended on 11.11.22 as well. I have contacted the NBME to try and resolve this issue, but thus far no acceptable resolution is forthcoming. Passing the NBHWC certification would have permitted me reimbursement for coaching and allowed me access to specific coaching positions that now will not be available to me for the next six months. As a physician, I am no stranger to exams and have sat for many exams through the NBME and at Prometric sites for my board recertification over the years. This is not how this should have been handled.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 7, 2022/11/27) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their exam being cancelled due to inclement weather. The site was closed due to a hurricane advisory; however, the candidate called our customer service department and expressed their frustration. The candidate was furious as they did not believe there was any inclement weather advisory for their area. The candidate was advised they could contact the client for an exam extension, but the candidate refused. We have disregarded procedure and policy, as a one-time courtesy, and reached out to the client on the candidates' behalf. We will contact the candidate once there is an update.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/02/2022

  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.

  I am waiting for them to return my refund to my account. This has process has taken almost two months. They sent a check I couldn't cash and now I waiting on a electronic transfer that I haven't received yet
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 7, 2022/11/14) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint due to an issue with the check they received. Due to an error with our finance department, the check the candidate received was printed without the candidate's name. As opposed to a check, we switched the delivery method to direct deposit/electronic transfer. The initial transfer was not successful; however, the November 2nd was successful on our end. We are still awaiting confirmation from the financial institution, but everything on Prometric's end was successful.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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.

  I believe Prometric is a scam business. They are taking over the administration of ParaPro testing. As a facility which as administered ParaPro tests for 15 or more years, we were told we need to sign up to be a Prometric testing site. However, I have applied multiple times and received not even a confirmation email. Nothing in the mail, via email, or over the phone. There is NO phone number online and if you try to "chat with an expert" they will tell you over and over that no one is available. There is no email address with which to reach them either. It is a company that astonishingly has no contact information? SCAM. My school district requires all paras to take this exam and in one month it will no longer be available.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 7, 2022/11/08) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding becoming a testing center. The candidate claims they are unable to reach anyone and have submitted their request, but have not been contacted. While we did not see any request on file, we have submitted the complainant's information to our team for review. They will review the inquiry and reach out within 72 hours.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 9, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They said they would reach out to me within 72 hours of receiving this complaint, but I have yet to be contacted six days later.
  
  
  Business Response /* (4000, 11, 2022/11/15) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  As previously stated, we did not see any request on file, but we did submit the complainant's information to our team for review. We were under the impression they would reach out within 72 hours; however, it seems the information is still under review. The complainant will be contacted once the review is done.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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.

  On Sept. 23, 2022, I took a proctored exam at a Prometric center in Jacksonville, Florida. During the exam I received an error message ("Access denied. Contact your administrator") during my patent bar exam. I filed a complaint with USPTO. The USPTO's analytical team leader said a Prometric report claimed my exam was paused for only 17 seconds and that it was a Windows 10 message error that had no effect on my ability to save, change, or delete prior entries.
  1# It Last More Than 17 Seconds: I had to leave my chair, walk across the testing room, get the attention of the proctor, she had to walk back over to my computer in the back of the testing room, read the message, click okay, and the program had to unfreeze. This obviously took more than 17 seconds. The entire thing was on camera.
  2# Access Denied Problem: This is a link to *********'s "Access Denied" troubleshooting steps: CLICK HERE.
  Here is the reasons Windows says you get the above error message.
  Issue 1: I receive an "Access Denied" error message when I try to access or work with files and folders
  
  Cause An "Access Denied" error message can occur for one or more of the following reasons:
  ïï��ï�� The folder ownership has changed.
  ïï��ï�� You do not have the appropriate permissions.
  ïï��ï�� The file is encrypted.
  
  CONCLUSION: Prometric computers are supposed to be programmed and compatible with all the exams they proctor. Based on *********'s website the "Access Denied" message suggest Prometric did not have permission to access the software program and therefore there is no way my test went through without issue. I was not offered a refund, rescheduling at a different location, or anything by Prometric. The exam in total cost me $500.00. A big loss in this economy.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate experienced a technical issue during the examination but was able to resume testing at a different workstation. The candidate filed the following on 9/28/22:
  
  Dear Sir/ Madam;
  On Friday, after I answered my last question I got an error message, "Access denied. Contact your administrator", similar to the image below. I got the error message after I answered all questions and hit the previous tab to go back and change prior responses. The camera feed will support my statement. I was originally scheduled to use a different computer (
  computer 12), but was moved to computer 6 that day. Computer 6's processor became so loud after the message. I question the grading by the program. See example of attached error message, the message was that color and size.
  Test Taker: ***************
  OED No.:******
  Prometric Confirmation:****************
  Exam: USPTO
  Exam Code: USPRE
  Exam Date: 23 Sep 2022
  Time: 08:00 AM
  Prometric Test Center: # *********************************************************** Jacksonville, FL
  
  The candidate was referred to the client on 9/29/22. The client contacted the liaison between themselves and Prometric on 10/3/22 in order to have test data and actual keystrokes pulled for the exam session in question. The investigation revealed there were no system issues or anomalies that would have affected the examination score.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I got the error message when I got to question 50 and attempted to go back on the beginning of the test and answer questions I left "flagged" and/or blank. When I click a MPEP tab to search the answers it uploaded slowly. I clicked the back button to answer questions I skipped and after I added a couple of questions I hit the REVIEW tab to see which ones I still missed and I got the error message.
  
  I appreciate Prometric providing a response but their statement contradicts WINDOWS' (*************) own explanation for the error message. SEE ATTACHMENT.
  
  I request a copy of the report key stroke and data report. I do not wish to include the test answers or any proprietary information. It can be redacted. I also want the portion of the report that confirms the new answers I attempted to add were either added and/or changed after the error message.
  
  
  Business Response /* (4000, 10, 2022/10/31) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate experienced a technical issue during the examination but was able to resume testing at a different workstation. We provided a response on 10/28/22; however, the candidate had an issue with said response.
  
  The candidate stated:
  "I appreciate Prometric providing a response but their statement contradicts WINDOWS' (*************) own explanation for the error message. SEE ATTACHMENT."
  Response: the above is not a true statement, as we purposely did not speak on the error message due to it having no bearing on the overall exam result. The attached document is useful for a user troubleshooting such an issue on a PC; but as you are aware, there are multiple reasons this may appear and multiple work arounds or ways to resolve said issue.
  In your case, it was due to an issue with the Workstation on which you were testing. This is not n uncommon occurrence, hence the reason the TCA was able to resolve the issue expeditiously. The reason we had the test data and keystrokes pulled for the exam session in question were to confirm there were no system issues or anomalies that would have affected the examination score.
  The candidate also stated:
  "I request a copy of the report key stroke and data report. I do not wish to include the test answers or any proprietary information. It can be redacted. I also want the portion of the report that confirms the new answers I attempted to add were either added and/or changed after the error message."
  Unfortunately, no examination data will be shared. This includes any internal reports showing keystrokes or raw data. The information was shared with the client, as were the results of the investigation. The client is well aware of all findings proving there were no issues that would have affected the overall score.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:10/06/2022

  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.

  I signed up to take a test @ the local Prometric testing center on 9/28/22. I received an email on 9/26 stating the exam had been cancelled and a new date would be provided, which it was almost a month out. Interestingly, I was able to reschedule on 9/27 and take the exam at my original scheduled date/time. But, when I went online to reschedule I was charged a $35 cancellation fee. I should not have to pay this fee since Prometric was the one to cancel the exam-not me. I submitted an online request on 9/28/22 to see how I can go about getting a refund. I was given case # ********, and as 10/6/22 I've heard nothing back.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The complainant has filed a BBB inquiry regarding a refund of a $35 rescheduling fee. The refund has been approved and the candidate has been notified.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.