I am based in the UK and attempted to write the CISSP exam on the 19th of December 2020. Got to the test centre, was the first one to arrive even before they opened. Was called to perform the initial checks (photo, signature, proof of ID and so on) with the first person. You usually have to see the second person, where you usually have to show your ID again and that person tells you where to sit in the exam room. But immediately as I got there before doing anything, I asked to go to the toilet. So went to the toilet and came back to see the second person to finally go into the exam room to start the exam. I show my ID again and was told to sit at table X. When I get to the computer, I see a message on the screen saying that the time to accept the NDA had timed out and consequently I got refused to write the exam. I immediately called the person just outside the exam room, when he got there he says "oh, I have never seen this before...".
So I think he was making up excuses because he started the exam without my knowledge most likely hence why when I got there the NDA had already timed out.
I was really frustrated as you can imagine, you spent months preparing for this exam, spending little time with my family and going through all the stress.
An incident was raised and because it was a Saturday, there was not much I could do as Pearson Vue were closed. So the following Monday I called Pearson Vue and they told me that they would investigate and provide feedback within 48 hours usually.
Waited for 3 days and no feedback. Called them again and was told to wait another 2 days.
This has been ongoing until today (almost 1 month has passed now) unfortunately, without any proper feedback. I have sent them numerous emails and called them so many times, spending countless hours on the phone while they check all the notes and contact people and so on.
Despite all this effort, all I get is "we apologize for the inconvenience, we are investigating, please wait another X days/hours".
I am VERY frustrated with this and with such TERRIBLE customer service, what an awful experience. Have any of you had a similar experience with Pearson Vue please? I would really like to get this escalated, but unfortunately looks like I have ran out of ideas/options.
Apologies for the long post but do you have any more ideas please? What else do you think I could do? Would really appreciate your help if possible.
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Is your issue addressed by ISC2 yet?
I have been waiting for the past two weeks and now need to approach my local civil court (https://www.accc.gov.au/) to get the issue addressed. Pearson Vue is a service provider for ISC2 and we are ISC2 clients. We pay for exams so they have a duty of care which I believe doesn't exist in practice at ISC2. I'll wait until the end of tomorrow my local time and file a civil case against ISC2 for abuse of exam policies, unprofessional and unethical conduct, and lack of duty of care. I am sure you and I are not the isolated cases and there must be other countless candidates who have faced similar issues. I will ensure I spread awareness about ISC2's unprofessional conduct on social media which will help aspiring candidates and existing certified professionals to understand what is in practice and in the book for ISC2.
The issue here is Pearson Vue, they are terrible and have a very bad customer service. Can you imagine that after 6 weeks of waiting while they were investigating my case, they eventually told me that there was nothing they could do?! So basically was going to lose all the money and would have to pay from my own money for the next exam... Despite me telling them all the time to confirm the issue through their cameras as that would clearly show that it was not my fault!
In the end had to contact ISC support which were really helpful and within 1 week I received a voucher to re-book the exam.
1 month later I had my exam again, and finally passed! It was a relief to get this issue and exam out of the way!