Complaints

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:01/03/2025

  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.

  On Jan 20th 2024 I paid a testing fee of $199 to this company after being awarded a "scholarship" for an IT certificate program. It wasn't even good for a year, expiring Dec 10th, 2024. It was not made clear anywhere this "scholarship" was only good for one specific certificate and that the certificate was practically worthless for anything, with the ad language stating this would be as respected as their ANSI certs like CEH and CHFI. After weeks of emailing, because they have no phone number to call, all I get is the same reply over and over again about their strict no refund policy. The more I deal with them, the more I am convinced they are not a reputable business or even based in the US. I believe they are based entirely in India, and their whole goal is to certify Indians for H1B visas to other countries. I didn't research them first because they were on a recommended list from my university. They have fraudulently basically stolen my money since I paid them with certain expectations as to what I was getting and they were not clear on what they were providing with the "scholarship". I exchanged messages for weeks, each time with a new agent, detailing how either the access wasn't working for the course or how my login details didn't work. After a little digging I discovered that they have numerous complaints against them for similar issues. This is a scam and they do not deserve a B+ rating from the BBB. I want a full refund.

  Business Response

  Date: 01/09/2025

  I apologize that EC-Council fell short of the complainant's expectation. The
  popup which he signed up for (attached) very clearly depicted that the
  scholarship was the Cyber Security Technician (C|CT) Scholarship Program. When
  he clicked on the popup, he was taken to a dedicated web page on the EC-Council
  website where the entire program was explained. It was on that page that the complainant
  filled out the scholarship program inquiry form. The website stated that the
  program was valid for 1 year (See image 1 from website FAQ). The attached
  receipt depicts that the complainant signed up for the CCT scholarship program
  on 12/11/2023, and the attached email from 01/10/2024 depicts the complainant
  confirming that he is aware that the program is CCT and asking when the program
  expires. EC-Council's prompt helpdesk response on the same day, 01/10/2024 is
  also included confirming that the program expired 12/10/2024.
  
  The EC-Council Help Desk (HD) has provided me with all HD correspondence from
  the complainant and none contain the complainant requesting a refund. I emailed
  the complainant requesting copies of any refund request emails so I could validate
  his claims, and improve EC-Council's communication where necessary, and didn't
  receive a response back.
  
  Now that the program is expired the complainant has reach out to BBB to demand
  a refund. If the complainant needed more time, EC-Council would have been happy
  to extend it. This BBB complaint is the first request for a refund that I can
  locate, but nonetheless, I have authorized a refund, and it was executed
  yesterday.

• Initial Complaint

  Date:12/06/2024

  Type:Delivery 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 writing to file a formal complaint against EC Council regarding an incomplete delivery of services. On June 2024, I purchased a bundled certification package from EC Council for $999.00. This bundle was advertised to include both online training access and an examination voucher.
  
  While I have received access to the training platform, EC Council has failed to provide the examination voucher that was included in the purchase price. Over the past several months, I have made multiple attempts to resolve this issue by contacting various EC Council representatives, but my communications have not been properly addressed.
  
  The company's failure to deliver the complete product I paid for, combined with their lack of an appropriate response to my inquiries, constitutes a breach of our purchase agreement. I am requesting either:
  
  Immediate delivery of the examination voucher as originally promised or a complete refund for the entire bundle as the training is useless without the voucher.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 12/18/2024

  We have investigated the complainant's statement and found that in June of 2024 he purchased the Live CCISO Training Course from our location here in the USA. He then asked for a refund and notified his account rep that he intended to self study. We issued his refund. He then let his rep know that he was going to take advantage of an offer for the same program through EC-Council's international offices. He then came back to the US rep and purchased the book as it was not included in the program he purchased. In early December 2024,  the complainant contacted the US office asking for his exam, but the US rep explained that he needed to retrieve his exam from the office from which he purchased the exam. It is my understanding that there was confusion with the international support team regarding his exam eligibility. Before the issue was straighten out, the complainant came to the BBB. When I received ticket, I immediately worked with the US rep to understand the history, and then reached out to the EC-Council international support team and cleared up the confusion and his exam was delivered to him today and he responded, "Just received it thank you! This makes me feel much better. " I consider the complainant's response a confirmation that we solved his complaint.

  Customer Answer

  Date: 12/18/2024

  Complaint: ********
  

  I accept this resolution with the following comments:
  

  I wish to clarify several inaccuracies in EC-Council's response and provide a detailed timeline of events that demonstrates the persistent issues I encountered:

  The program I purchased was marketed simply as an EC-Council offering, not specifically as an international program. Before proceeding with this purchase, I specifically verified the offer's legitimacy with my EC-Council representative in New Mexico in June 2024. The representative confirmed the offer's validity and noted that technical support for the learning platform would come from their India offices - this was strictly regarding platform support, not exam voucher administration.

  The response mischaracterizes the sequence of events and nature of the problems I encountered:

  On August 15th, 2024, I contacted my US representative about the exam voucher. He stated it would be issued when I was ready to take the test. This directly contradicted the offer terms, which specified the voucher would be issued upon purchase.

  On August 26th, I reminded him that the voucher should have been included in my package. He provided support queue email addresses, but my inquiries to these addresses went unanswered.

  On November 27th, I reopened the issue and created a support ticket, only to be rerouted back to my US representative.

  On December 2nd, my US representative provided yet another set of email addresses to contact, none of which resolved the voucher issue.

  On December 3rd, I sent a formal demand letter to all parties I had been directed to, providing them an opportunity to resolve the matter before I escalated to outside parties such as the BBB or my credit card company.

  The fact that my voucher was only issued after filing a BBB complaint, and was delivered through their US operations, directly contradicts EC-Council's claim of separate US and International business operations. This demonstrates that their internal distinction between offices served only to delay resolution rather than reflect any genuine organizational separation.
  While I did politely acknowledge receipt of the voucher, this does not negate the months of runaround, conflicting information, and failure to honor the original terms of the offer. A simple 'thank you' for finally receiving what was contractually owed to me should not be misconstrued as satisfaction with EC-Council's handling of this matter.

  I find it particularly concerning that EC-Council's representative chose to report my brief acknowledgment of voucher receipt to the BBB as evidence of satisfaction with their response. I sent that quick acknowledgment simply because I did not have time for a comprehensive response at that moment. Using this out-of-context message to suggest resolution and satisfaction with their handling of this matter is misleading and further demonstrates their pattern of mischaracterizing customer interactions to minimize their service failures.

  Furthermore, my experience appears to be part of a concerning pattern. The Better Business Bureau website displays 15 public complaints about EC-Council, and public complaints typically represent only a fraction of total customer service issues. The consistent themes of poor communication, conflicting information, and delayed resolution suggest a systemic customer service deficiency that requires comprehensive reform. For an organization that positions itself as a leader in ethical cybersecurity certification, these persistent service issues significantly undermine their credibility and require immediate attention.
  
  
  
  
  Regards,
  
  
  
  ********* *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/28/2024

  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 did not authorize this payment of 599.00 that was withdrawn from my account on 10/26/2024. I do not use this service, they did not provide any notice or information regarding this withdraw. I hav e been trying to contact them and am not getting any response. Since this is not an authorized payment I want a refund for the amount that was taken. I logged on to the service and there is no way to stop or see any information on billing. I tried the chat box and this appears to be automated with no way to resolve the issue or see why or what I was charged for.

  Business Response

  Date: 10/29/2024

  This complainant contacted the help desk on 27th oct  22.00 hrs (IST) and the help desk responded at 12.15am ( abt 2 hrs from receipt). The program was cancelled and refunded. See attached correspondence. First email is complainant notifying the help desk of the charge. Second is of the help desk notifying complainant that it was a  subscription renewal, and complainant asking to cancel it and thanking the HD for the quick response. The third is of complainant confirming they can close the ticket and the fourth is the confirmation of the refund.

• Initial Complaint

  Date:10/16/2024

  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 have made several attempts to resolve this issue with EC-Council's support but each time a different person responds with no answer, only another general question.
  
  My Complaint is that I studied and paid for the v12 CEH exam but was given v13 without my knowledge. At checkout when I purchased the exam they withheld the version number, The majority of questions on the test were Ai technology related which, according to their website confirms v13 was the test I took. Ai technology is new technology not for the “seasoned pro’s” like v12. EC-Council switched to v13 Exam September 23rd but did not notify the test takers of the change.
  
  Their general response was I must not be experienced or they blame the curriculum. I have been in the industry for over 20yrs, few questions pertained to “experience” but v13 is all Ai “new technology”. I took the Sybex course which has been well known for many years and test takers gave it a 4.5 star review for study materiel on the v12 CEH exam, I was getting 100% on all the 850 test questions for v12.
  
  To resolve this I would simply like a refund for the $650 I paid for the v12 exam but never did received. You can visit their website to confirm v13 is all Ai and visit their Linkedin page to confirm they switched tests to v13 Sept 23rd, just 2 weeks before I took the test. I would also ask that they be upfront with the version test takers are paying for at time of purchase.

  Business Response

  Date: 10/17/2024

  Unfortunately, the complainant is mistaken as there is no such thing as a
  version 13 exam. He is correct that the course and courseware (book) version changed,
  but he didn't purchase a course or courseware. Rather he applied to take the
  exam without a course or courseware. (Self-study)
  

  
  The complainant attempted the CEH exam on October 8, 2024, and failed with a
  score of 75 out of 125. The candidate contacted EC-Council's Customer Support
  team, expressing concerns about exam version mismatch. The team clarified that
  the exam is based on the exam blueprint i.e. version 5 and does not follow the
  courseware version.
  To clear up any confusion: EC-Council exams are ANSI accredited and per ANSI
  rules, exams cannot map to the courseware. Rather the exam is based on a
  blueprint approved by ANSI. The exam question writers are given the blueprint
  to work from, not the courseware. ANSI requires this to ensure that a person
  without the requisite knowledge won't be able to read the book and pass the
  exam.

  
  When the complainant saw that the new version courseware was released,
  he assumed that the exam changed, but again, the exam doesn't follow the courseware, and
  the courseware doesn’t follow the exam. In each new version of the courseware, tools may change, and new attack
  vectors may be introduced but the core content of the course doesn’t change.
  This allows the courseware to change multiple times between exam versions.
  

  Since the complainant purchased the CEH exam and used it, receive a failing
  score, we are unable to process a refund. Retakes are available at a discount,
  but without knowing the complainant’s background or study methods, and since he
  didn’t purchase a course or the book to review, there is no guarantee that he will
  score any better.  

  Customer Answer

  Date: 10/22/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The respondent of EC-council claims that the “New v13 Ai technology” course ware does not reflect the exam. This is completely false as I have taken the exam and can tell you it primarily consists of  “v13 new Ai Technology” questions. Why would someone buy v13 curriculum if it doesn’t reflect the exam? A seasoned person in the industry would be using tools like  Nmap, Metasploit, Open-vas, Nessus…  that were rarely or never mentioned in the test. An answer that would be correct under v12 is now wrong in v13 because the tools have changed (new Ai).
  
  The original complaint was simply that at checkout I was not made aware of the new v13 exam (curriculum that is directly related to the exam) I know we cannot call the exam v13 because that would be too open and honest but why not offer a v12 test for those who have studied for v12 and let people know what they are paying for at checkout?
  
  I studied for and paid for the v12 exam but was given the new Ai v13 exam without my knowledge. I am not going to go in circles with this so we will need to leave this as unresolved.
  
  
  
  Regards,
  
  
  
  ***** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair 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 paid for a prep course for the ******** ******* ******** ************ (CHFI) from EC-Council. I scheduled my exam which let me set up with my voucher via their exam website and when I attempted my exam it was canceled on the website. I reached out to customer service and they would not assist me instead suggested I should have schedule the exam sooner to avoid the issue and completely blamed me for the issue. I was informed it was an onsite only voucher, but no where was that dictated when I received the voucher I took the day off of work for the exam and they had no interest attempting to help me other than offering an "upgrade" for $100. I have taken two exams in the past with no issue scheduling exams. I spent almost $2,000 for a prep course and they wouldn't even give me the time of day. I spent so much time studying for that exam, sacrificed a day's pay, and now I just feel defeated.

  Business Response

  Date: 10/15/2024

  The complainant didn't purchase this product from EC-Council, but rather,
  the complainant purchased the CHFIv10 kit (computer forensic books and labs)
  bundled with an EC-Council exam voucher (onsite) from ****** ********** an independent
  legal entity and separate from EC-Council. Global knowledge is authorized by
  EC-Council to offer EC-Council courses. He paid the money to ****** *********, not
  to EC-Council, so he can’t ask EC-Council to refund monies he never paid
  EC-Council.

  
  However in an effort to help the complainant find a resolution, I have researched the issue with the exam team. I am providing a summary
  of the issue the complainant needs to handle with Global Knowledge:

  
  The complainant purchased the wrong exam type from ****** *********. He
  wanted to take the exam via EC-Council’s remote proctoring platform, but the kit he purchased
  was bundled with the exam for a physical testing center.
  The evaluation submission email (attached) sent to the complainant clearly states (in bold red text) that
  the exam voucher must be used at a physical testing center only, not via the
  remote proctoring platform.
  His booking was canceled on 7th October with instructions to upgrade the
  voucher via ****** ********* (from whom he purchased the course), if he wished
  to take the exam via the remote proctoring platform.

  Customer Answer

  Date: 10/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  There was poor customer service and the site allows you to book the exam with an incorrect code. If it is an onsite only exam voucher there should have been an error response rather that informing the user they informing the user that they are booked for an exam.
  
  
  
  Regards,
  
  
  
  ****** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/17/2024

  While EC-Council appreciates the complainants rejection, regardless of whether or not the platform should or shouldn't work the way the complainant states, or whether or not the complainant agrees with the way the service was handled when they informed him of the issue, the fact remains that the complainant purchased the product form ****** ********** *f the complainant wants a refund, he needs to address his request with the ****** *********, the company he gave the money to.

• Initial Complaint

  Date:10/03/2024

  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 have tried to get answers from this establishment at least ten times.
  I took CEH in April 2023. I passed but the exam was interrupted at least 3 times due to the test having technical issues. I wanted to take practical, but the technical issues concerned me. In August of 2023 I requested the voucher from my then advisor. I continued to hear about issues with the test and decided to wait until Feb 2024. I was scheduled to take the exam the first week of March 2024, but the labs didn’t work at all. I couldn’t study or do anything. I talked to my advisor via email and he said that he would extend it six months until the issues were resolved.
  I had a subscription and in May I sent my advisor a message which went unreturned. Figuring I had until sometime in September, I left it alone. August comes and I sent an email to my advisor about my voucher, trying to figure out when it expires. The email was forwarded to his replacement. I never received an email back and getting these people on the phone is a nightmare.
  Tried calling again in September. No one answers the phones. I managed to get a person on the chat who told me my voucher was expired and I would need to purchase an extension. Mind you the new exam released and I honestly have no idea what I purchased. Nevertheless I paid the $49 and figured it would work.
  I have no access to the labs or information. Tried talking to someone from sales, and they tell me I’m expired.
  I think this is beyond ridiculous. I have tried calling and emailing various people and all I get is the run around with no one able to answer my questions. I have been trying to take this exam for 1.5 years now and through no fault of my own have not been able to. On top of that, I filed a grievance on Monday. Today I get a message that says a manager is looking into it and will call you, but if you need tech support give us a call. The EC Council is everything those terrible reviews on the internet say it is.

  Business Response

  Date: 12/23/2024

  EC-Council's database shows that the exam was distributed to her in October along with a free upgrade to the latest version of the CEH which comes with her club membership. Our system shows the exam was delivered 10/4/23, I want to clarify whether she received the exam or if there was an issue with the exam she received. The US Operations mgr reached out to the complainant last week with no response, so today 12/23 I left a voicemail and sent and email. As soon as we receive clarification we can immediately distribute the exam.

• Initial Complaint

  Date:09/27/2024

  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.

  On May 26, 2023, I made a payment of $1,499.50, followed by another payment of $1,249.50 on May 31, 2023. I signed up using the email **************************. I am writing to request a partial refund of $1,499.50, especially in light of ****** ******** recent departure from EC-Council, which I believe has significantly impacted the program's direction and overall value.
  
  When I initially joined the EC-Council club, I was drawn in by the promise of a clear and straightforward path to a lucrative career in cybersecurity. ****** often spoke passionately about the potential for six-figure and even seven-figure incomes, painting a compelling picture of success that felt within reach. I was led to believe that I could achieve these goals without needing to invest substantial time in mastering essential skills like networking or the foundational technologies required for effective system maintenance.
  
  However, with ******** departure and the subsequent changes within the organization, I feel that the value of my subscription has diminished significantly. While I genuinely appreciate the high quality of the courses and the expertise of the instructors, my primary motivation for enrolling was the assurance of a direct route to a rewarding career. I have since learned that many industry leaders recommend several years of experience in the tech field before pursuing a career in cybersecurity. Additionally, I was unaware of the intense competition in the job market, where thousands of applicants with similar credentials compete for the same positions. ****** had even shared her challenges in ensuring that everyone was cared for because she had ADHD. Furthermore, I feel it’s important to note that I was given special pricing when I enrolled. Just three weeks later, the club was offered at half off, meaning I ended up paying significantly more. As someone who is ADHD and autistic, I am particularly impressionable and was influenced by the promises made during the process.

  Business Response

  Date: 09/30/2024

  The program that the complainant paid for is a one-year program
  that gives a student asynchronous (self-study) access to all of certification
  courses that EC-Council has to offer. A student can take one or all 20+ courses
  available. Each course retails from $1,399 to $2,499 depending on which courses
  the student chooses to attend.
  
  The complainant completed 100% of the Cybersecurity
  Technician (CCT), the Certified Ethical Hacker Course (CEH), the Certified SOC
  Analyst (CSA), Certified Threat Intelligence Analyst (CTIA), Certified Incident
  Handler (ECIH), and the Computer Hacking Forensic Investigator (CHFI) courses. He
  began the Certified Network Defender (CND), but only completed 4%.  See attached screenshot of his activity.
  
  The program doesn’t require a student complete the program,
  so they have the option to study a plethora of content as the complainant did.
  
  ******* left the company in September of 2023, and the complainant’s 1 year
  program expired in May of 2024. ******* left a year ago and her box is monitored
  by the customer service team, but there were no complaints logged during the complainant’s
  1 year program.
  
  Our program and our reps don’t promise a job with the
  completion of the courses. The industry is competitive, and though the complainant
  states that “I have since learned that many industry leaders recommend several
  years of experience in the tech field before pursuing a career in cybersecurity,”
  we have trained thousands of career changers that used our courses to prepare
  for a job in cybersecurity.  Finally, the
  complainant states that the program was high quality, “While I genuinely
  appreciate the high quality of the courses and the expertise of the instructors
  …”
  
  As this complaint and request for a refund is coming 4
  months after the 1-year program expired rather than during the program period, and
  after several course were completed retailing $6595, this complaint is akin to
  ordering a steak at a restaurant, eating the steak, then coming back a couple
  days later and asking for a refund because of dissatisfaction with the steak.

  Customer Answer

  Date: 09/30/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The promise of a streamlined and expedited entry into the cybersecurity realm was indeed an enticing proposition and the reason I decided to enroll one that dominated the marketing strategies of the EC-Council program. This approach, spearheaded by ****** ******, presented a vision of rapid transformation from novice to expert—a narrative that, while appealing, glossed over critical aspects of real-world readiness. As previously mentioned, it promised incomes ranging from six to seven figures and was discussed as if such earnings were guaranteed, regardless of one’s level of knowledge or expertise. Following ******** departure, the gap between expectation and reality has only become more pronounced which was my reason for delving more into making this BBB posting. Renowned industry voices, including ************ who is a CISO, stress the importance of building a robust technological framework, arguing that an oversimplified pathway neglects essential experiential learning, which is indispensable in this field. The oversight in conveying the importance of a comprehensive and tactile educational journey left many students, myself included, inadequately prepared for the complexities of cybersecurity roles. This underscores a broader imperative for educational institutions to align their curriculum and marketing with realistic industry standards, ensuring that the skills and knowledge imparted truly equip students for success. Moreover, the contrast between perceived value and real value must be critically examined, as flashy marketing campaigns often elevate expectations but may fail to deliver tangible and practical knowledge, ultimately leaving graduates at a disadvantage in the professional landscape.
  
  Moreover, the price assigned to each course does not inherently reflect its true value or efficacy sometimes. Just because I find the content useful or appealing does not mean that it is also high quality or is effective in getting you to where you need to be or want to be. High listing prices are frequently exploited as a marketing strategy to imply quality, yet they fail to assure robust results or conformity with industry benchmarks, as illustrated by the persistent controversy surrounding EC-Council's practices. Numerous accounts expose how content is often recycled from alternative sources without proper acknowledgment, and how such content is reshuffled with negligible revisions. This practice substantially undermines the authenticity and integrity of the assurances provided during the enrollment phase, leaving students misled and underprepared. Even if the information itself is of high quality, the act of recycling and reusing it diminishes its overall value. The lack of comprehensive, original material not only dilutes the educational promise but also erodes trust in the institution, creating a chasm between advertised expectations and the reality faced by learners. Furthermore, this situation disproportionately affects individuals like myself, already navigating complex learning challenges, and highlights a pressing need for transparency and accountability in the pursuit of ethical educational standards. While I can acknowledge that certain courses provided valuable insights and were indeed beneficial, this does not mitigate the underlying reasons for my refund request. It is essential to understand that the isolated superiority of a few courses cannot overshadow the absence of a robust foundational learning experience. Without a solid groundwork, even the most advanced skills lose their long-term applicability and significance. The gap in foundational instruction not only leads to a superficial understanding of complex topics but also sets learners up for future challenges when applying these skills professionally. Therefore, despite the presence of a few commendable courses, the overall promise of comprehensive education has not been fulfilled, reinforcing the basis for seeking a partial refund.
  
  It is crucial to recognize that my commitment to these courses was driven by the ambition to achieve a level of expertise that was not only promised but also embodied by compelling testimonials. High completion rates do not directly translate to real-world readiness or employment guarantees. The courses completed were approached with the genuine hope of matching ****** ******** portrayal of success within the cybersecurity realm. Yet, this endeavor, rooted in sincerity and the pursuit of excellence, has been met with disillusionment. The disconnect between the curated narratives of success and the stark demands of the cybersecurity profession became apparent only after considerable time and monetary investment had been made. Suggesting an analogy to restaurant dissatisfaction oversimplifies the gravity of my concerns. What is at stake here is not only the financial investment but also the trust placed in an educational service to navigate a critical professional transition. The breach of this trust through exaggerated expectations has adversely affected my career path, necessitating a reconsideration of the mutual responsibilities involved in this educational engagement. Additionally, your response analogizing my request to a restaurant refund is somewhat reductive. This isn't as simple as a meal dissatisfaction scenario but involves a substantial investment into a career path influenced by certain assurances, which upon later reflection, determined to be overly optimistic and not aligned with market reality.
  
  In reiterating my request for a partial refund, I must stress how the abrupt implementation of a discounted pricing strategy post-enrollment has compounded my sense of inequity and frustration. As an individual navigating the complexities of ADHD and autism, transparency and equitable treatment hold even greater significance. The disparity in pricing not only undermines the trust and fairness I would expect but also presents an additional emotional burden, exacerbating the challenges I already face. It is crucial for organizations to recognize and accommodate the diverse needs of their clients to foster an inclusive and supportive environment. Thus, I urge you to reevaluate the position on my request, taking into account both the emotional and financial implications, and address this concern with the fairness and integrity that are so paramount in educational settings.
  
  
  
  Regards,
  
  
  
  **** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/03/2024

  I appreciate the Complainants explanation but unfortunately,
  none of what he has said explains why he didn't complain or request a refund at
  any time during his one-year access to the entire asynchronous learning
  platform, but to the contrary, started and finished 6 classes and started a
  7th. Then 4 months after the program has expired is now requesting a refund.
  
  Regardless of whomever the complainant talks to or cites
  about the ability to get a job in the industry, a student whether experienced,
  career starter or career changer, can use training through a commercial
  training company, or education through a college/university system to gain the knowledge
  required to aid in getting a job. The courses that the complainant completed
  are industry recognized and sought after courses by all of the experience
  levels listed above. There are jobs that will recognize these certifications,
  and that the complainant can apply for.
  
  As a training provider, we explained the terms, discounted
  the program to help the complainant’s budget, and delivered everything that we
  promised. Our program does not have job placement, and nowhere was job
  placement promised or offered. I can't know from the complaint if the
  complainant has applied for a job, only that he is stating that it's a highly
  competitive job market, to which I would agree.
  
  Training and certification of job skills in a specific
  sought after career field is 100% a positive factor in a job seeker’s ability
  to get employment in a career field, but it is not a guarantee. There are many
  other factors that employers look at such as experience, higher education,
  presentably, etc. The complainant came to EC-Council seeking training and
  certification. We gave him training and certification and he was able to take
  advantage of our club membership to receive several industry recognized
  certifications at a very discounted per course rate.
  
  As the program term has expired, and there was no refund
  request or complaint during the program, I am unable to give a refund. However,
  I am happy to help the complainant in his endeavor to find a job in
  cybersecurity.  We are hosting the ****** ****** cybersecurity conference
  on October 30th and 31st. We are also running per-conference training at the
  event, hosting courses in ******* *******, Penetration Testing, Executive
  Management, Network Defense, Cloud Security and Computer Forensics. Some of
  these are courses the complainant took self-paced, but if the complainant wants
  to come to the event in ******* and re-take a live course, and then attend the
  conference, EC-Council will cover the cost of the training, conference and
  hotel stay.
  
  Live training will provide the complainant with an
  instructor to guide him through the content and answer questions as well as other students to
  network with. Then the conference will give the complainant a chance to listen to top industry researchers about many current and emerging facets of the
  cybersecurity industry. There will be vendors, hands-on hacking Villages and
  a Capture the flag competition, all designed to give attendees the ability to
  learn, showcase their skills and most importantly network. The reason events
  like this, ********* ****** and a plethora of others are so popular is the
  networking. Networking is one of the top ways job seekers find jobs, and finding
  cybersecurity professionals to hire is one of the top reasons vendors spend
  thousands of dollars sponsoring these types of events. I can't offer a refund
  for a program that was taken and completed, but I can offer this opportunity to
  help the complainant as ultimately, that is the goal of the program, and
  had the complainant came to EC-Council directly asking for help, he would have
  found that we are more than happy to help.

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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 recently took the *** *** course and encountered significant problems with the lab environment. It was poorly maintained, preventing me from progressing beyond the first lab. Despite providing detailed descriptions and photos of the issues to the support team, they claimed they could not identify any problems at all.

  Business Response

  Date: 08/23/2024

  The complainant’s primary concern is not being able to complete a step in the *** ****** ***. The lab guide acknowledges that this may occur and to use the "workaround"
  This directs the user to complete these 3 steps on their local machine, instead of the online cyber range. 
  
  When the complainant reached out to the EC-Council support team, the support team provided a detailed workaround. We agree that it would be ideal that all steps in the guide are available within the lab environment, but occasionally the labs bump up against technology limitations. In this case the lab platform host implemented website restrictions that conflict with the lab built by EC-Council. We are working to resolve the conflict with platform host, but again, the lab can be performed outside of the online range. And this one lab is not enough to hinder the complainant from successfully completing the course or challenging the exam.
  
  With that said, the complainant is dissatisfied and requesting a refund, so we have begun the refund process.
  

• Initial Complaint

  Date:06/22/2024

  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.

  My Certified Cybersecurity Technician exam was scheduled today at 9amET. I was logged in on time. I downloaded the log me in app so that the proctor can view my desktop. I clicked ok twice on the pop up window and the proctor stated he still could not see my screen. He then had me downoad the GoTO meeting application and still had issues him viewing my screen. At one point he gave me the rules to take the test and then he said i cant see your screen. Per the picture i was sharing my screen by the green outline you can see. This took about 90min and im pissed off. The proctors didnt seem competent. I did everything I was supposed to do. I shared my screen many times and was told they cant see my screen. I have an HP computer and my test requirements all checked out with all green marks. I spent 9months taking all 25 modules and studying every weekend while working full-time. This has been a horrible experience and will make my voice heard to never use EC-Council. I am doing a full sweep on my computer because from this experience the proctor could have been hackers.

  Business Response

  Date: 07/02/2024

  Hello, upon receiving this complaint EC-Council immediately researched the claims. The ability to see the clients screen is an ANSI requirement, but in this case the screen couldn't be seen by the proctor. We deliver 5000 exams a month in this same exact format with few issues outside of internet speed, or issues with the tester's equipment. The proctor is not a tech or a trouble shooter, however the proctor did try to go through a third party (Go to Meeting) in an effort to see the client's screen, but this too did not work. All systems were working properly on EC-Council's side so there was no way to know why the client's machine was prohibiting sharing.
  
  That said, I reached out to the client and offered a free retake so that he can retry at a later date, and for the inconvenience he faced in dealing with this issue, I also offered 3 months access to EC-Council's continuous learning platform so that the client can continue learning.  I waited 24 hours to give the client time to reply, and when there was no reply. I processed the refund. The client replied confirming the refund and thanked me. I let the client know that the offer for a free retake and 3 months access to the continuous learning platform still stands and the client has not responded.

• Initial Complaint

  Date:06/12/2024

  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 just began the CHFI course and in courseware it instructs you to access the cloud based lab and when I click on module 2 it does not work. I get a “there is a problem in using this service please try after sometime”.
  
  
  So I already had an issue with CTIA being outdated and switched so is anyone updating or managing the CHFI course. I only have 6 months to access the labs and yet they don’t work. This company has lacked in any updated material as they advertise, they have you pay a few grand and then don’t give you access to things such as the labs to be successful. I have to send multiple emails and make several calls just to get an answer. And I still don’t have access to my course labs environment which is required for this certification.

  Customer Answer

  Date: 06/14/2024

  Hi my issue has been resolved and the company addressed my complaint. I would like to mark this as resolved