Voucher Not Applied – Incorrectly Charged for CC Exam

[Firestarter]

I am a student currently and have a voucher to use for the Certified in Cybersecurity (CC) exam.

While attempting to schedule the exam through your recently updated site, I was directed to a confusing payment interface that did not clearly indicate where to enter my voucher code. I assumed the system was requesting payment details for identity or confirmation purposes—not that I would be charged. As a result, I was billed for the exam despite not having used my voucher.

To resolve this, I’m requesting the following:

1. A full refund for the charge, as I am eligible to use a my school-provided voucher that remains unused.

2. Clear guidance on where and how to properly apply the voucher under the current site interface.

I have already contacted customer service, but the response time is too slow and I’m on a deadline. I would appreciate quick help so I can stay on track with my academic requirements.

[a950]

Came here for the very same reason, the 'message us' section of the website isn't working either. 

[Kaity]

Hi all,

I see we have a case in for you @Firestarter and the team is working on your refund. 

@a950 If you have also paid and need a refund so that you can re-purchase using your voucher, please reach out to support. Please use the form: https://my.isc2.org/s/Contact-Us

For anyone else who may need help, we changed the process on April 16. If you have an exam voucher, you will use that at checkout where you would put in a coupon code. Here are the directions for purchasing an exam ... 

• If you are already an ISC2 Member or ISC2 Candidate, log in to your account. If you do not already have an ISC2 account, you will need to create one.
• From the Certification menu, select the certification exam you want to take.
• Select your exam purchase option and click “Buy Now.” You can use your voucher in the shopping cart page where you see the promotion or voucher code box, shown below. This should take your shopping cart to $0 for checkout if you have no other items you want to purchase. Proceed from there. 
• After completing the checkout process, visit your account to schedule your exam in the “Courses and Exams” section. 
• Click the Schedule button displayed next to your exam.
• Complete the ISC2 Exam Account Information form.
  IMPORTANT: You must enter your information exactly as it appears on the identification (ID) you will present at the test center. If it is not an exact match, you will not be able to take your test and you will not be reimbursed for any fees paid.
• Once your form is submitted you will be redirected to the Pearson VUE website to finalize your exam appointment.

Your scheduled exam will be displayed in two places, your Pearson Dashboard and the Courses and Exams section of your ISC2 account.

[Firestarter]

Hi Kaity,

Thanks again for your earlier response. I just wanted to check in and ask if there’s any update on the status of my refund. Please let me know if anything else is needed from my end to move it forward.

Best,

Firestarter

[Kaity]

Hi @Firestarter - I'm told you'll be hearing from the team today! Keep an eye on your email inbox 🙂

Thank you again for your patience with us!