Ongoing Issue with CISSP Exam Payment and Lack of Support Response

[nbelkout]

Hi ISC2 Community,

I’d like to share what has been the worst and the most frustrating experience I’ve ever encountered when purchasing an exam from any organization.

After months of preparation for the CISSP exam, I attempted to complete my payment and schedule the exam through my ISC2 account last month. However, the payment failed with the error message “There was an error with your order.”

The payment amount was debited from my account of course, but although it was eventually refunded, I was still unable to complete the transaction. Despite over a month of communication with ISC2 Support, the issue remains unresolved. Weirdly, they were not able to identify and fix the problem even after 1 month of multiple reporting.

Here’s what I’ve already tried to make the payment work:
-Multiple devices (PCs and mobile phones)
-Different payment methods (multiple different credit cards and debit cards, Google Pay)
-Using a VPN connection to the U.S to make the payment from there.
-Even creating a new ISC2 account

None of these attempts succeeded.

Afterwards ISC2 support adviced to wire the payment directly to their bank account. The funds were confirmed by the bank as received four days ago, yet I still have not received confirmation of my exam order. To make matters worse, the support team has stopped responding to my follow-up emails.

At this point, I have sent more than 31 emails over the past month, with no resolution or clear communication from ISC2. This situation has not only wasted significant time but also disrupted my CISSP preparation and momentum, which is extremely discouraging.

Can anyone from the ISC2 community please help escalate this issue or suggest a way to get it addressed urgently?

For reference, I’ve already contacted:
membersupport@isc2.org
examadministration@isc2.org


Thank you for your attention and any assistance you can provide.

Kind regards,

[GHoneysett]

Hello there, I am sorry for the inconvenience and frustratiing experience you have had here. I can see your latest email to us and I have asked a colleague to escalate your case. Again, please accept my apologies whilst we look to resolve this. Thank you

[nbelkout]

Hi,

Thanks for the reply. They are saying to me we are experiencing slight delay processing the payment, ironically in addition to 1 month of delay.

This is not FAIR.

[nbelkout]

Can someone from support intervene on this issue ????

[ruan-g]

I know exactly how you feel as the same thing happened to me. I also had to go down the route of paying via wire transfer after weeks of trying to resolve the issue with support and multiple failed payment attempts. It was quite stressful and also felt like it placed additional pressure on my while trying to prepare to write the exam.
All I can tell you is that after the wire transfer my exam was finally booked after a couple of weeks so just keep following up. Holding thumbs that they sort you out soon, good luck!

[nbelkout]

Thank you for the reply.

Honestly this is weird for me how they couldn't identify or fix a critical business issue like payments for weeks ? And worst they don't reply on my emails in addition to completely messing up my schedule by delaying the processing of the wire transfer

[kjohnson_cx]

Hi @nbelkout, Thank you for your patience, and we apologize for the delayed response.

I sincerely apologize for the delay and any frustration it may have caused. The issue should now be resolved, and an allocation email has been sent to you. Please know that your feedback has been shared with senior leadership to help prevent similar situations in the future. Thank you for your patience and understanding.
If you have any further questions or concerns, please don’t hesitate to reach out.

[bobkata]

Hello @kjohnson_cx, Unfortunately I believe the issue still persist as it's happening to me right now. I tried paying for the cissp voucher last week, the money was withdrawn from my bank account but the transaction was not complete. The payment got reverted today and I tried again but it keeps failing with the same error message. Tried different payment methods, cleared cache, logged out all of that stuff but still nothing.

[kjohnson_cx]

Hello @bobkata,

Thank you for reaching out via the ISC2 Community.

Please accept our apologies for the inconvenience you’ve experienced. We will have a member of our team reach out to you as soon as possible to assist in resolving this matter and ensure your payment is processed successfully. Thank you for your patience and understanding while we work to address this promptly.

[Vincent-Lu]

Hi @nbelkout nbelkout friend,

Did you solve the problem yet?
I just paid 2days agon and encountered the same problem.

The exam I've prepared for for so long has been completely delayed because of this.

This is incredibly frustrating

I reported this issue to customer service at https://my.isc2.org/s/Contact-Us.
Anything else I can do?

Thanks/Vincent