Prometric Customer Service Issues

Good Afternoon, I am Nojun Park, an AICPA candidate for CA, seeking assistance for a recent situation. On Dec 29th, my FAR exam was scheduled at 12:00 PM in San Diego, with the AUD exam on Dec 31st. However, attempting to enter from Mexico, where I reside, to the San Diego Prometric center, I was stopped by CBP. They denied my port of entry, judging taking the AICPA exam as non-essential during these times. Despite my efforts to explain, I was unable to enter and had to return to Mexico. My NTS expires on Dec 31st, [redacted], including both exams (FAR and AUD) with Section ID numbers [redacted] and [redacted]. I am hopeful for an extension of my NTS for another month, as CBP shows no flexibility due to the ongoing COVID situation. Thank you for any assistance provided. Nojun Park

Hello, I'm Dr. Shareen Refaie. My exam was today at 8:00, and it took a long time to schedule due to COVID. This is a crucial opportunity because my application deadline for this cycle is almost here. When I arrived at the test center, the manager was impolite, rude, and prejudiced. They claimed my U.S. passport was duplicated and refused to let me take the exam, asking me to leave. Please assist me.

I recently attempted to take the written exam proctored online but encountered some issues. According to my registration confirmation, bank cards are stated as valid identification. However, during the exam check-in, my social security card and bank card were not accepted as IDs. I had my SS card, student ID (unsigned), driver's license, and debit card (signed) with me. Some classmates used their SS cards, which furthered my confusion. I am looking for clarification regarding the accepted forms of ID and whether my bank card or social security card is permissible. Once I have this information, I would like to reschedule my exam. If the registration details are inaccurate about bank card usage, I would appreciate guidance on obtaining another valid ID quickly for the exam. Thank you.

I submitted a paper application to Prometric on November 4, [redacted], to take my CNA exam in Michigan. After waiting two weeks without any response, I decided to apply online on December 16, [redacted]. Another two weeks passed without any communication via email or mail. I am currently on hold, trying to reach someone to help me schedule my exam. It has been over an hour, and I am frustrated with the lack of assistance. My certificate has now expired due to the delay, and I am disappointed that the $[redacted] fee was deducted from my debit card without any notification. I urgently need my test scheduled and a clear explanation as to why I have not received any updates or been able to speak with anyone.

To whom it may concern, I am writing regarding my recent CNA test experiences. The first time I took the exam, I received my test date only the night before, leading to me passing the skills portion but falling short by 2 points on the writing section. On my second attempt, I was informed by my instructor as I had not received any email notification. Unfortunately, I missed the writing portion by 6 points again. Upon contacting Prometric, I found out that my email was incorrectly entered in the system, but no solution was provided. I am now awaiting my upcoming writing exam date and would appreciate a re-evaluation of my initial written exam score. Being so close to passing both times, I am eager for the opportunity to excel in the CNA field. If there is a chance for my Nursing Assistant license consideration, please contact me at [redacted] or [redacted] Thank you.

Hello, I was scheduled to take my CMA exam (Part 1) on April 5, [redacted], at the Amedeast test center in Jordan. When I arrived, I was informed by an employee that the exam had been canceled, despite receiving two confirmations for the exam date, one today and one three days ago. I am shocked and disappointed by what happened. It was not handled professionally, especially coming from an international firm like Prometric. I urgently need to reschedule my exam this week as I deferred starting my new job to next week to take the exam. My situation cannot bear any further delays. I had been preparing for this exam for over a year, and finding out that it was canceled without any prior notice is extremely frustrating. I kindly request a prompt response today. Thank you. Confirmation #: [redacted][redacted]

I experienced difficulty selecting the correct answers for True/False and multiple-choice questions during the test. After waiting for 17 minutes for the computer to be restarted, I was taken back to the beginning of the exam. Later, I encountered issues with math problems where I couldn't see answer selections. After waiting for 47 minutes, I was switched to another computer that also restarted the test. The problem persisted, and I couldn't select answers for the math questions. I was advised to input any answers to finish the test. I received confirmation #[redacted]7 and ticket #[redacted]6. I'm seeking a fair chance to complete the Grade 3 Wastewater test.

Hello, I am scheduled to take Exam P on May 25th in Hyattsville, Maryland. I just realized that my form of identification is expired due to my current immigration status. My parole document and driver's license are both expired while awaiting an extension. I have been unable to renew my license until I receive the parole extension. Although I don't have my passport yet, I expect it to arrive in the mail soon, but I'm uncertain if it will be here before the exam date. I tried reaching out to Prometric yesterday, but no one answered, so I left a voicemail. I have alternative forms of identification like credit cards, student ID, and past licenses. Please advise if any exceptions can be made. Thank you and have a great day.

Urgent request - My exam is on Monday, and I have been unable to reach anyone. Please reply by the end of the day today so I know what to do on Monday at 8 am. 1) What time should I arrive before my exam? 2) Can I bring tissues to wipe down the laminate eraseboard for the CFA exam? 3) Am I allowed to bring a back-up calculator? (CFA policy permits it) 4) Will scratch paper & pencils be provided, or is an eraseboard with dry erase marker provided? 5) Can I bring an extra face mask into the testing room? 6) Am I allowed to take a bathroom break during the exam if needed (even though I'll lose exam time)? Regards, Devon (taking the CFA Level 3 exam at Calle Asura 40, Madrid, Spain [redacted])

To Whom It May Concern, Test Venue Confirmation Number: [redacted][redacted] Test Date: Saturday, June 12, [redacted] Test Time: 10:00 AM-1:00 PM Test Venue: Warsaw, Poland Test Venue Address: Vistula University, Stoklosy 3, Warsaw, 02-[redacted], POL OET Exam at Prometric Center I encountered stressful and unacceptable situations during the OET exam. Initially, there was an audio malfunction in section A, but I was able to complete it after switching computers. In section B, a timing issue caused me to miss the first question, but the rest proceeded smoothly. The major problem arose in section C where the audio failed completely. Despite multiple attempts to resolve it, I couldn't hear anything and had to skip the section. I raised a complaint and the invigilator escalated the issue to the manager post-exam. Having previously scored well in listening and facing time constraints for upcoming applications, I'm hopeful for a fair resolution. I suggest being assessed only on sections completed or using my previous listening score. The technical glitch shouldn't penalize me, considering its impact on my future endeavors. Your prompt attention is greatly appreciated. Sincerely, Szabolcs Simo

To Whom It May Concern, It is important for me to share my concerns about an individual placing a significant responsibility in the hands of someone who is not handling it responsibly. Mr. Jose Dario Cuicas Sondo has shown worrisome behavior recently. Since the pandemic began, Mr. Cuicas has been predominantly working from home and his actions have raised red flags. He has been engaging in concerning activities like substance abuse during his work hours, which include smoking crack cocaine, snorting cocaine, excessive drinking, and even engaging with prostitutes during work calls. His behavior has escalated to the point where his long-term roommate left, and now he is exploiting vulnerable individuals by offering showers and drugs in exchange for sex. I have known Mr. Cuicas for over 12 years, and it is distressing to witness his decline and harmful actions. I believe it is crucial for his employer, Prometri, to intervene and encourage him to seek professional help and rehabilitation. Personal attempts to address his addiction have been unsuccessful, and his behavior continues to deteriorate. It is important for his well-being and the safety of those around him that action is taken swiftly. Sincerely, [Your Initials]

Greetings, I have contacted Prometric multiple times via email but have not received any feedback yet. My exam was canceled twice due to technical issues at Prometric centers after I traveled, did COVID PCR tests, and incurred expenses. Unfortunately, the center had technical difficulties again, causing another postponement. This situation cost me approximately $[redacted], on top of the emotional burden of my grandfather's passing due to a stroke three weeks before my exam. I have been requesting compensation from the Turkish Prometric center as the money for exams and travel is on credit. Given my unstable financial situation and the country's economic challenges, paying over $[redacted] for an exam without receiving the expected quality is unjust. I am determined to pursue the return of my $[redacted]. Please assist me in reaching out to Prometric for the compensation I rightfully deserve. Thank you in advance, G.A.

I recently applied for a retake of the Module 1 Exam for the Schroeder Measurement Technologies course to become a Certified QDRO Specialist, also known as the CQS course and exam. I attempted to apply to retake the Module 1 course and exam. After completing my credit card details to pay the $20.00 retake fee, I clicked the "Verify" button. Following this, three blue dots briefly appeared, signifying loading. They then vanished, and the "Verify" button changed to "Next..." but the screen remained stagnant. I attempted different browsers, cleared my cookies, and even waited for hours, but the page wouldn't progress. Reloading is crucial for me to continue reviewing Module 1, and I require assistance to resolve this issue. Thank you.

I am seeking a refund for my CMTO exam. Following my OSCE exam on February 10, [redacted], I received an email on February 11, [redacted], prompting me to register for the OSCE exam again. Concerned that I may have failed, I registered and paid for the exam once more. After contacting the Prometric hotline and discussing the issue with Ms. Barbara Clark, I learned that the results were not available yet and that there had been a computer error causing the email to be sent prematurely. Ms. Clark assured me she would assist in canceling my redundant exam registration for February 23, [redacted]. Despite sending two emails through the Prometric complaint platform requesting a refund, I have not received a response. I kindly request your help in resolving this matter promptly. Contact number: [redacted] - Sali Chen

I am the Quality Manager at IIS SERVICE in Genoa, Italy. I am contacting you regarding my colleague, Alessandro Nieddu, who scheduled the API [redacted] exam today (Confirmation: [redacted][redacted], Prometric ID: PRO-2PFG3EF82). When he attempted to take the exam this afternoon, he encountered difficulty understanding the instructions given by the staff. Despite requesting the instructions to be provided in the chat, they were not cooperative. Instead, they gave him a phone number to call (+[redacted]5), which led to an unhelpful answering machine. We are requesting a second opportunity to take the exam, preferably with access to chat assistance. Alessandro's email is [redacted]

Dear Prometric, I am writing to express my profound frustration regarding my recent test experience at the Brooklyn Prometric Center on July 14th for the American Board of Orthopaedic Surgery exam. During the test, an individual named "Nicky Allen" confronted me about my mask, accusing me of exposing my nose. Her threat to jeopardize my test due to this alleged infraction left me flustered and unable to concentrate. Despite my attempts to identify her, she evaded disclosing her name, which I later found on the sign-out sheet. This encounter was marked by rudeness and disrespect, casting a shadow over an exam that carries significant implications for my future. It is disheartening that someone in a position of authority could display such unprofessional behavior, causing undue stress and distraction during a critical assessment. I implore the necessary actions be taken to rectify this situation and prevent others from enduring similar mistreatment. Sincerely, Hiroyuki Yoshihara MD

During yesterday's TOEFL exam, a proctor interrupted me while I was on the listening section. They accidentally unplugged my headphone cord, causing me to miss a crucial part of a lecture. Consequently, my listening score was 20. In my previous attempt, I scored 24, my personal best. Despite feeling confident this time, the disturbance impacted my score negatively. I believe my score could have been higher if not for the unplugging incident. I kindly ask for my listening section score to be adjusted from 20 to 24 to truly reflect my abilities. I appreciate your understanding and prompt attention to this matter.

Dear Prometric, I am writing to address my recent level III CFA exam results received from the May 28th exam in Brussels. Unfortunately, I did not pass and fell short of the minimum passing score (please see the attached document). This year's exam presented unique challenges as the first-ever computer-based test for level III. While I understand the exam's increased difficulty and the high level of preparedness among participants, I find it perplexing that my performance was significantly lower compared to my past successes in level I and II exams. Considering the extensive preparation I undertook for this level III exam, which was postponed twice due to the pandemic, I am eager to gain further insight into my results. Any additional details, such as the number of blank answers recorded, would be immensely helpful for me to assess my performance and enhance my preparation strategies for the next computer-based exam. I appreciate your time and any assistance you can provide. Best regards, Selim Vanbecelaere CFA ID: [redacted]

I submitted my CNA license renewal form in September, but I received a letter saying I sent it in too early and that my dates of employment did not match my certification period. I originally got my CNA certification in MI in [redacted] and transferred my FL license to MI that same year. I have been working as a CNA in MI since then. I received an email in [redacted] stating I could apply for reciprocity due to my original certification being in MI, which I did and received my active MI CNA license in October [redacted]. I need guidance on the next steps. I tried calling Prometric, but couldn't reach a person and the automated options weren't useful. My license expires on Oct 31, [redacted], and I want to keep it active as I work full time as a CNA in a hospital. I'm eager to resolve this issue promptly to update my license with my supervisor before it expires.

I experienced internet disconnection issues during the test on June 24 due to weather problems. As a result, I had to reschedule the test. When I requested the reschedule, I inquired whether I should continue the test or start over. I was informed that I needed to take a new test. The previous test was disrupted three times due to internet problems, preventing me from completing it properly. The internet kept disconnecting while I was solving questions, causing me to lose my progress each time. This process repeated, causing mental and physical exhaustion. I have repeatedly explained these issues when requesting a rescheduled exam, but the rescheduled test was not a retest as I was initially told. My chance to apply for a program was missed due to the delay in rescheduling. If I miss this opportunity again, I may have to take a leave of absence from school. The application deadline is approaching, so I urge you to cancel the previous score within a week and promptly schedule a new test.