topic Re: CPE issues and no response from member support in Member Support

CPE issues and no response from member support

telesguilherme — Tue, 06 Aug 2019 11:24:18 GMT

Hi Everyone.

I think i am another member frustrated

I have tried to contact member support a number of times and still have not yet gotten a response.

I am having issues when trying to register my CPE´s from Webcasts and Personal Blog Articles.

All my maintenance fees are ok, but i have registered 120 CPE´s from articles and webcasts and it only shows credits from 2017. And only 8 fo them.

When i try to call ISC2 member support and member support latam, i only reach voice mail.

Can someone please help me get this resolved?

Re: CPE issues and no response from member support

Jarred_LeFebvre — Tue, 06 Aug 2019 12:39:07 GMT

@telesguilherme

Please Private Message me your member ID, and I will look into this issue for you.

Re: CPE issues and no response from member support

denbesten — Tue, 06 Aug 2019 12:57:48 GMT

Check out this post for tricks with getting CPEs registered.

(ISC)² member support has been overwhelmed for the past few months. Search the board for the causes and pending mitigations. Meantime, do keep in mind that they only work 1st shift weekdays in Florida. Calling outside of those hours will always go to voice mail.

Re: CPE issues and no response from member support

telesguilherme — Tue, 06 Aug 2019 13:33:21 GMT

@Jarred_LeFebvre

My member id is 326832

I just talked to Jonatan by phone and he said to me, to upload all my webcasts again.

I was doing this right now.

I just entered (again) all my 114 hours of webcasts.

Please let me know if that solves my issu

Re: CPE issues and no response from member support

telesguilherme — Tue, 06 Aug 2019 13:33:33 GMT

@Jarred_LeFebvre

My member id is 326832

I just talked to Jonatan by phone and he said to me, to upload all my webcasts again.

I was doing this right now.

I just entered (again) all my 114 hours of webcasts.

Please let me know if that solves my issu

Re: CPE issues and no response from member support

telesguilherme — Fri, 09 Aug 2019 16:11:24 GMT

Dear All,

I talked earlier this morning with you guys and i need an urgent about this matter. My employee need an updated CISSP Certificate from me.

Please, let me know what i can do.

Like i said on the phone, i just need to know.

I have updated my profile with 114 registers of Webcasts on this week but none of them apears to me.

Let me know because i will lose my JOB

Re: CPE issues and no response from member support

Shannon — Fri, 09 Aug 2019 17:24:31 GMT

@telesguilherme, you mentioned a huge discrepancy --- merely 8 CPEs out of 120 showing, if I understood correctly.

Has it been a long time since you observed this, and did you try to contact support immediately after that?

If yes, please share details here --- including when & how you contacted them, what info you shared, what response you got, etc. --- so that all the members can see just what impact a lack of support can have.

However, if you've observed this / notified them at the last moment, you can't expect immediate resolution when going through the usual channels.

@Jarred_LeFebvre, is this being looking into? @Kaity, how might such cases be prioritized?

Re: CPE issues and no response from member support

telesguilherme — Fri, 09 Aug 2019 17:33:45 GMT

Dear Shannon,

Of course not. I have been calling ISC2 Latam for months and few answers.

Firstly they said to be calm and everything would be fixed, and a few hours ago i talked to Cedrick Burt on the phone and he explained to me a lot.

1) They are still with problems on the portal

2) Any of my CPE are being viewed by them

3) He asked personaly for me to send all my CPE credits and he will try to submit them.

I am unable to PASTE all here (Message cannot exceed 20,000 characters.)

If you provide me your e-mail address i can repply to you

Re: CPE issues and no response from member support

Shannon — Fri, 09 Aug 2019 18:35:52 GMT

@telesguilherme, I'd rather not provide my email address. You needn't post all the info here, but merely the main stuff in a timeline, so we can get an idea of when you tried to contact them, by what channels, and the response you got.

Paint your timeline to look like this: -

1 May 2019: Observed CPEs not being registered; emailed <membersupport@isc2.org>, no response.
9 May 2019: Followed up on previous email; no response.
12 May 2019: Contacted (ISC)2 on +44 203 960 7800; no response.
13 May 2019: Attempted to use same number again; response stating that <>; no email feedback.
18 May 2019: Response from <membersupport@isc2.org> to my last email, stating <>.
20 May 2019: Followed up on last call; no positive reply.

If the timeline shows a noticeable lack of response, I'll link this to other posts on the community.

(Hopefully one of the moderators here will arrange for the case to be prioritized, and you'll get assistance)

Re: CPE issues and no response from member support

telesguilherme — Fri, 09 Aug 2019 19:04:58 GMT

This is the timeline

May 5 - 2019 - E-mail to membersupportlatam with respect to CPE

June 19 - Received e-mail from ISC2 regarding to CPE credits not achieved

June 19 - Talked to Claudia Jaramilo from Latam Office in Rio de Janeiro and provided her with all historic of my previus Cissp Cycle, and noted that i only got 8 registered CPE credits

June 24 - Done another CPE credits on the website, but none of then were viewed

June 27 - Done another CPE credits on the website, but none of then were viewed - Still no response from Latam Office

July 02 - Still no response

July 08 - Still no response

July 10 - Still no response

July 10 - Automatic response:

De: Claudia Jaramillo <cjaramillo@isc2.org>
Enviado: quarta-feira, 10 de julho de 2019 17:56
Para: telesguilherme@hotmail.com
Assunto: RE: ENC: Reminder to Renew your (ISC)² Certification - Guilherme Teles [ ref:_00D41eoKs._5001KrJFYI:ref ]

Thank you for your message. Due to the recent changes in our AMFs and payment system, we have received a higher-than-usual volume of emails in the last few days. We are working on resolving this issue and will reply to your message by Monday , July 15.
We apologize for the inconvenience and thank you for your patience.

July 23 - Still no response

July 30 - Still no response

August 07 - Received e-mail from Claudia that they were having problems with the CPE Portal and did not received again any CPE´s. In the same day i registered all 114 hours of CPE.

August 08 - No response again

August 08 - Talked by phone to several people on HQ of ISC2. None of then acused problem with CPE Portal

August 09 - Talked to Cedrik Burt - Confirmed problem with CPE Portal, confirmed that were some mess with my profile, and also that my AMF fees were right, and asked to sent to him all my CPE credits so he could register then.

Just to clarify. I did not spent 3 years of my last CISSP cycle without doing anything. And i just need to know what i have to do.

Re: CPE issues and no response from member support

SamanthaO_isc2 — Fri, 09 Aug 2019 20:13:43 GMT

Hello @telesguilherme,

I apologize for the issues that you are running into. We have forwarded your information on to a member in our Member Services team who can best assist you with this. They will be taking a look at your account and reaching out when they have more information.

Re: CPE issues and no response from member support

telesguilherme — Fri, 09 Aug 2019 20:15:57 GMT

@SamanthaO_isc2

Thanks a lot for the answer.

I just want to know the date to register, and of course, renew my certification. I cant lose this title.

Re: CPE issues and no response from member support

telesguilherme — Tue, 13 Aug 2019 12:48:32 GMT

@SamanthaO_isc2 @Shannon @Jarred_LeFebvre

Hi guys good morning,

I would like to ask everyone for help.

Unfortunately there were no updates on my CPE portal. That's why I'm about to lose a job contract.

Last Thursday and Friday I sent Claudia Jaramilo and Cedrick Burt all the records of my uncredited CPEs.

But the problems remain.

Cedrick had said that he would send an email stating that my MFA is paid and that there is a problem with the CPE portal and so I am unable to renew this CISSP cycle. But nothing was done

I am desperate, I don't know what to do anymore and who to turn to, I'm losing hope.

Re: CPE issues and no response from member support

Jarred_LeFebvre — Tue, 13 Aug 2019 12:56:07 GMT

@telesguilherme

I've asked our member services team to reach out to you again to assist.

Re: CPE issues and no response from member support

telesguilherme — Tue, 13 Aug 2019 12:59:32 GMT

@Jarred_LeFebvre @SamanthaO_isc2 @Shannon

Look, i will lose my certificate, because i just lost my job.

I am DESPERATE, DESPERATE.

Latam phone dont work, i really needed to talk to someone who speaks Portuguese right now.

It seems ISC2 dont care about me losing my certificate.

Re: CPE issues and no response from member support

Jarred_LeFebvre — Tue, 13 Aug 2019 13:25:26 GMT

@telesguilherme I assure you that is not the case. We are working to resolve this issue for you. I escalated this to Member Services management earlier this morning. Per your request for a Portuguese speaker, I am also asking our LATAM office to assist.

Re: CPE issues and no response from member support

Shannon — Tue, 13 Aug 2019 14:07:33 GMT

@Jarred_LeFebvre, while the issue is being resolved, if @telesguilherme has provided proof of the CPEs and also paid his AMF, (ISC)2 can provide him with a letter explaining that he's met all requirements (CPEs, AMFs) for this certification to be renewed --- but (ISC)2 has been unable to do this due to problems with its own system.

Why is it taking so long to facilitate that????

Re: CPE issues and no response from member support

telesguilherme — Tue, 13 Aug 2019 14:01:00 GMT

@Shannon @Jarred_LeFebvre @SamanthaO_isc2

Hi all,

I think just you guys and Cedrick understood my PAIN.

Look at the e-mail i´ve received

Hello Jose,

I hope your day is well.

It seems that we were disconnected during our call. I want to ensure that you get the answers you need in order to help you keep your certification in good standing. Your cycle dates for your CISSP were from 3/01/2016 to 2/28/2019. I see that you submitted a bunch of CPE's to help suffice the remaining 108 CPE's needed to renew. It did go down to 108 from 112 as I did see 4 CPE's that were in your cycle and applied them.

Please know that we are unable to apply the remaining uploaded ones as they all fall outside your term dates. In order to apply these to your term you will need to upload CPE's that were earned between 3/01/2016 and 2/28/2019. Attached is a screenshot where you can see some of the CPE's uploaded that were not applied as they were completed after 2/28/2019. You can still upload CPE's earned during this time if you have them. If you do not have the required CPE's to upload for this term, you would need to retest to get your certification back as these are the requirements for all certification holders. The attachment will show you that if we attempt to apply them our system will not allow it due to the dates. Are you able to upload any that would suffice the 108 and were earned during 3/01/2016 to 2/28/2019? If so, please upload them and notify me when they have been completed.

Let me know if you have any other questions.

Thank you!

Re: CPE issues and no response from member support

telesguilherme — Tue, 13 Aug 2019 14:01:53 GMT

@Shannon @Jarred_LeFebvre @SamanthaO_isc2

All the CPE credits have a different DATE because i needed to do everything AGAIN.

Re: CPE issues and no response from member support

telesguilherme — Tue, 13 Aug 2019 14:04:27 GMT

@Shannon @Jarred_LeFebvre @SamanthaO_isc2

All 114 that i have sent to then have this date: June 21, 2019.