Urgent Help Needed: Double Payment for CISSP Exam – No Response from Support

[azizalmarfadi]

Hi everyone,

I urgently need help regarding a payment issue for the CISSP exam.

I tried purchasing the exam through the ISC2 website, but the transaction failed with an error. I attempted a second time, and it failed again. However, when I checked my bank account, I found that the amount (1996 USD) was deducted twice and nothing showing in order history on ISC2 site 

I tried calling the UK ISC2 support number multiple times, but no one is picking up.

I need to take the exam soon, but I want to ensure that my payments are not lost without a refund or confirmation. Has anyone faced something similar? What should I do next to escalate this? The bank already confirmed that these two payments were processed from their end.

Appreciate any advice or direction.

Thanks in advance.

[Kaity]

Hi @azizalmarfadi 

I can see that the team has received your email about the duplicate payment and they have started a case to resolve this. Please give them a few days to work on the issue. 

In the meantime, if you log into your account and go to https://www.isc2.org/Dashboard/Courses-Exams, you should see your purchased exam(s). You can click "Schedule" on the CISSP exam and set your test date/time/location with Pearson VUE. You can also wait to do this until you've received a refund for the duplicate charge, but you do not have to. 

I hope this helps and best of luck in your certification journey! 

[azizalmarfadi]

Hi Kaity,

Thank you so very much for your quick response and for confirming that the ISC2 team has received my email and initiated a case for the duplicate payment issue.

I just wanted to clarify that I currently don’t see any CISSP exam listed under the “Courses and Exams” section, nor do I see any orders reflected under “Order History.” When I attempted to purchase the exam twice using my bank card, both times I was redirected to an error page on the ISC2 website, and nothing was recorded in my account.

However, both payments (each for $998) were successfully deducted from my bank account. I’ve attached screenshots with full transaction details PDFs in the original email for reference.

I’m in a bit of a time-sensitive situation and hoping to take the CISSP exam this coming weekend. I wanted to ask for your advice:

• Should I go ahead and attempt to purchase the exam a third time using diff method like PayPal, and expect that the previous two charges will be refunded later once your finance team completes the review?

Or

• Would you recommend that I wait for the ISC2 team to finish reviewing the issue and assign one of the already-processed payments to my exam registration?

I’m worried that waiting for weeks might delay things too much, but I also don’t want to risk a third payment unless absolutely necessary. Your recommendation here would be greatly appreciated.

Thank you again for your support.

Sincerely,
Abdulaziz

[Kaity]

Ah ok - I understand. 

It would be up to you if you'd like to purchase a third time - using a different method - in order to be able to schedule the exam right away while waiting for the past purchases to be refunded. I am hesitant to recommend this path forward, in case you find yourself in the same situation where the payment clears but is not showing up on your account. 

If you'd like to call the team - +1 877-863-0386 - that may be a faster way to get in touch with someone. The team is still experiencing a high volume of cases, so I cannot guarantee they would be able to resolve your issue before the weekend. 

I will, however, flag this to my colleagues in hopes that an escalation may be possible. 

[azizalmarfadi]

Hi Kaity,

Thank you again for your response.

I want to share that I have called the UK support number more than 50 times and also tried the US number multiple times, but no one ever picked up. I’ve also sent six emails and so far received no clear reply or resolution.

Honestly, I don’t understand the point of having support phone numbers if no one will answer. I’ve spent nearly $50 USD just on phone credits trying to reach someone, and it feels like I’ve been left without any actual help during an urgent situation.

At this point, I’m just asking for a clear, actionable solution. Either help me finalize this booking with one of the payments that was already deducted, or advise if I should pay a third time through PayPal and get a refund later. 

Please help escalate this further or get someone from the team to at least reply.

[azizalmarfadi]

Can anyone please help me? @CBMExamTeam @mariatirado 

[mariatirado]

Hello @azizalmarfadi - our exam team is currently working on your case. They will be reaching out to you as soon as possible. Thanks!

[azizalmarfadi]

Hello @mariatirado and ISC2 Support Team,

I’m happy to confirm that the issue with the duplicate CISSP exam payment has been successfully resolved. The two failed transactions were released and the funds have returned to my bank account.

I truly appreciate the support from both the community and ISC2 staff, and I want to thank everyone who assisted me during this situation.

Wishing you all the best,

[rratusinski]

Having same issues. broken checkout process resulting in CC being charged and no voucher being issued, nothing in the order history. Chat is not available at all, no replies or even acknowledgment of receiving a support ticket.

Not sure what to do next

[CBMExamTeam]

Thank you for reaching out via ISC2 Community.
I will reply to you via Private Message.

Please know - Our recent systems upgrade resulted in both immediate and lingering technical issues. We are still working to resolve some of those issues. However, at present, all teams are working diligently on the backlog of cases caused by the upgrade.