topic Re: Certification and Account Suspended for no reason in Member Support

Certification and Account Suspended for no reason

MatthewSimon — Wed, 17 Jul 2019 05:00:09 GMT

I have held a CISSP Certifiation since 2008. I have never been late on payments or fees. I logged into my account today to pay my annual service fee only to be greeted by a banner saying both my certification and account have been suspended. What is this garbage? Another CISSP in my office has the same situation. I tried to call your support numbers only to be greeted why and answering machine. Sort yourselves ISC2. This is piss poor support and action on your part.

Re: Certification and Account Suspended for no reason

Shannon — Wed, 17 Jul 2019 06:07:16 GMT

A lot of members expressed discontent about this multiple times, recently in this thread; if you check it out you'll see that (ISC)2 has responded to provide an explanation. However, the final message seems to be:

'You'll just have to be patient'

(That's how I've interpreted it; see what you conclude)

I tried to call your support numbers only to be greeted why and answering machine. Sort yourselves ISC2.

Assuming they're actually addressing the member support issue, I hope the strategy isn't to equip themselves with more answering machines...

Re: Certification and Account Suspended for no reason

Kaity — Wed, 17 Jul 2019 12:56:10 GMT

Hello Matthew,

Starting January 23, 2019, (ISC)² began notifying members of our new AMF policy and schedule. Members who did not align their accounts with the new policy by June 30 are currently suspended. To reinstate your certification please log in to www.isc2.org and complete the form at www.isc2.org/reinstatement and Member Services will assist you as soon as possible. If you feel your account was suspended in error, please private message me your member ID and email address, and I will ask the team to confirm your account status.

Thank you!

Re: Certification and Account Suspended for no reason

CraginS — Wed, 17 Jul 2019 13:09:07 GMT

@Kaity wrote:
Hello Matthew,

Starting January 23, 2019, (ISC)² began notifying members of our new AMF policy and schedule. Members who did not align their accounts with the new policy by June 30 are currently suspended. To reinstate your certification please log in to www.isc2.org and complete the form at www.isc2.org/reinstatement and Member Services will assist you as soon as possible. If you feel your account was suspended in error, please private message me your member ID and email address, and I will ask the team to confirm your account status.

Thank you!

Matthew @MatthewSimon also note the new info as of July 17 that because of the mess, the $600 reinstatement fee is being waived. See the announcement from @eparedes_214 of the

An Update on Our New Association Management System

Re: Certification and Account Suspended for no reason

AppDefects — Wed, 17 Jul 2019 13:12:34 GMT

@MatthewSimon wrote:
I tried to call your support numbers only to be greeted why and answering machine. Sort yourselves ISC2.

MEMBERSHIP SUPPORT MUST BE REAL PEOPLE ACTUALLY ANSWERING THE PHONE AND NOT HAVING YOUR MESSAGE GO INTO A BLACK HOLE. HOW MANY TIMES DO MEMBERS HAVE TO COMPLAIN? HIRE MORE PEOPLE OR OUTSOURCE.

FIX IT @david-shearer WHO SERVES AT THE DISCRETION OF THE BOD.

Re: Certification and Account Suspended for no reason

Early_Adopter — Thu, 18 Jul 2019 16:17:55 GMT

Here’s an early iteration of BOD, I took away from it that things tend to be specific people, and red apples are actually likely to be over-unity devices. Maybe.

A lot of folk at ISC2 Secure Summit in HK didn’t seem too worried about the AMF/support gift/blip/debacle/diabolical liberty*, but that was a small sample and one that’s self selected, it also seems that the forums are also a pretty small sample so it would be good to get ISC2 to share the stats for impact and types with the membership. Of corse no big red banners likely as well as they all saw them from watching the site...

My feeling is the money is not so bad for most as the annoyance, and a decent wash-up is going to be useful. Outsourcing source seems like a very sensible suggestion.

*depending on impact/perception/ how many certs/Personal Level of Uniform Miffability Speciale

Re: Certification and Account Suspended for no reason

Jerryjcharles — Fri, 19 Jul 2019 17:11:09 GMT

Two reinstatement requests and two weeks later and still waiting for a call back... What is going on? This is embarrassing for ISC2. I too never missed my dues only to log in and be greeted by big ol' FU in the face.

Re: Certification and Account Suspended for no reason

Kaity — Fri, 19 Jul 2019 17:26:28 GMT

Hi Jerry - I apologize for our slower-than-normal response times. If you'd like to PM me your member ID #, I can see if I can expedite your case?

Re: Certification and Account Suspended for no reason

MatthewSimon — Mon, 29 Jul 2019 05:49:40 GMT

So I did get my certification and access re-instated. I would like to thank Kaity for all the help she provided to me to expedite this. I would however like to complain about the fact that a company whose bread and butter is information security asks for credit card information including CVV number over the phone.

Re: Certification and Account Suspended for no reason

denbesten — Mon, 29 Jul 2019 12:39:26 GMT

@MatthewSimon wrote:
...credit card information including CVV number over the phone.

Some of us feel that using a credit card over the phone offers less opportunity for 3rd party interception as compared to entering them on a web site. If you want to further protect your money, you might consider using your bank's bill-pay mechanism.

I'm guessing that in the end, the "no reason" was an overdue account. You might want to look into why you did not get the bulk mailings over the past few months warning about the off-cycle payment requirement. Places to check are the "email preferences" on the (ISC)² web site and your "bulk mail" folder.

Hey, while you are here, check out the "industry news" and other discussion boards. There is more to the community than just member support.

Re: Certification and Account Suspended for no reason

MarkBe — Sat, 10 Aug 2019 16:01:36 GMT

I do not even have a banner, my account now says nothing. It says non-member. i was paid up and had the requisite number of CPEs for this year. All I get when I call is an answering machine.

Re: Certification and Account Suspended for no reason

AlecTrevelyan — Sun, 11 Aug 2019 10:54:35 GMT

Ironically, being fully paid up in advance seemed to be one of the main triggers for this issue!

You'll need to persevere with trying to contact Support as there are plenty of others in the same boat hence the delayed response to voicemails and emails.

Maybe one of the kind ISC2 employees who help manage and administer the forum can help you?

Re: Certification and Account Suspended for no reason

SamanthaO_isc2 — Mon, 12 Aug 2019 12:34:50 GMT

Hello @MarkBe,

I would be happy to look into your account and assist you further. Can you either PM me with your member ID and the primary email address or email me at community@isc2.org please?

Re: Certification and Account Suspended for no reason

MarkBe — Sun, 18 Aug 2019 04:09:02 GMT

Did you get my PM?

Re: Certification and Account Suspended for no reason

SamanthaO_isc2 — Mon, 19 Aug 2019 16:13:28 GMT

Hello Mark,

I apologize for the delay, I replied to your PM.

Best,

Re: Certification and Account Suspended for no reason

Jerryjcharles — Mon, 19 Aug 2019 16:16:02 GMT

Hi mark,

I called to have my account unsuspended. Can you confirm my account is now unsuspended?

Get Outlook for iOS

Re: Certification and Account Suspended for no reason

jimscard — Sat, 24 Aug 2019 03:55:08 GMT

As a long-time PCI QSA (P2PE) and PA-QSA (P2PE), I wanted to point out that there's nothing wrong with a merchant accepting payment card information, including the primary account number (PAN) and card verification codes/values (CVV2, CVC2, CID) over the phone -- presuming that their call center is PCI DSS compliant.

in fact, the entire reason that the CVV2/CVC2/CID exist is to provide verification that the customer is in possession of the card at the time of a card-not-present mail/telephone/online transaction.

I generally advise clients not to accept the card verification codes/values over the phone, however, because most of them record the phone transaction -- and PCI DSS prohibits storage of sensitive authentication data (SAD), including the card verification codes/values after the transaction has been authorized, which greatly complicates call recording scenarios, since they would have to ensure that SAD is not ever recorded.

Re: Certification and Account Suspended for no reason

hvganie — Wed, 16 Oct 2019 06:12:00 GMT

Thanks for your message and kindness for asking to message in private. My few questions are:

1. How should i resolve this account suspended issue?

2. Once i got a call from the support center, but due to emergency i could not attend the call. On calling back the number, it lands on automated system.

3. Even i receive emails saying that i have to share credit card number, validity, CVV details over phone for activating the membership, which is totally absurd with respect to security.

4. Should there any other means to sort out this issue at the earliest without expecting the support staff to call me?

Thanks

Ganesh V

Re: Certification and Account Suspended for no reason

anji_chagaleti — Sun, 14 Jan 2024 02:45:05 GMT

Hi Support Team,

I passed my CC exam yesterday.

In order to fix the issue, all I need to do is pay $50 to just maintain my candidature status?

or I have to pay $50 for last year and $50 for the coming year after passing the CC exam (AMF).

My current ISC2 account (anji.chagaleti@gmail.com) is linked to my CC and upcoming CISSP exams and I don't want to disrupt those exams and I already paid for CISSP exam (peace of mind offer).

Kindly confirm as soon as possible.

Thanks and Regards,

Anji

Re: Certification and Account Suspended for no reason

anji_chagaleti — Sun, 14 Jan 2024 02:45:42 GMT

Hi Support Team,

I passed my CC exam yesterday.

In order to fix the issue, all I need to do is pay $50 to just maintain my candidature status?

or I have to pay $50 for last year and $50 for the coming year after passing the CC exam (AMF).

My current ISC2 account (anji.chagaleti@gmail.com) is linked to my CC and upcoming CISSP exams and I don't want to disrupt those exams and I already paid for CISSP exam(peace of mind offer).

Kindly confirm as soon as possible.

Thanks and Regards,
Anji