I am based in Singapore and was turned away on the day of my scheduled examination for CISSP at a Pearson Vue test centre as my secondary form of ID was not accepted.
Yes, I can see how this would be frustrating and you did the right thing with the email. A phone call might have been better to get things moving a bit faster. I have taken other tests recently at Pearson Vue here in the US and only one form of ID was needed so maybe it is different in different regions.
@AndreaMoore might be able to point you in the right direction to get the help you need.
Best of luck!
... in the US and only one form of ID was needed ...
There seems to be a discrepancy....
It sounds as if the two facilities are not consistent in which policy they chose to enforce. (ISC)² really ought to ensure consistency. The easiest way might be for (ISC)² adopt PearsonVue's policy.
In both cases, a signed credit card or student-ID is sufficient. If the testing facility did not offer this as an option to @jhhomme, they really ought waive any penalties. If it was offered, but @jhhomme had nothing else, I do feel that @jhhomme's remedy of paying a reschedule-fee is a good one.
Forfeiting the exam fee should be reserved for dishonest behavior. A lesser penalty, such as the reschedule fee seems much more appropriate for "honest mistakes".
It would also be a great stress-reducer if candidates were able to visit the testing center ahead-of-time to validate that their credentials will be accepted and so they know where the center is, how parking works, etc.
I've spoken to my colleauge and your case is getting worked on internally. Thank you for your patience. If you have any further questions, please respond to the email sent to you.