Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 12/19/2023 The transaction was for $1999 and that was for cybersecurity class that was to start on January 8th. The merchant had stated that the class would be in the evenings after 8pm EST. That would be best for me since I work during business hours. However, on the day that the class was to start, the merchant sent an email to everyone stating that the course would be at 3pm CST or 4pm EST. That was not good for me and the merchant insisted that was best for him. he stated that I could view the recordings. That is not what I signed up for.I requested a full refund of the $1999 I had paid on December 19, 2023. The merchant refused and stated that I had 24 hours to cancel and he could not refund for security purposes. That made no sense to since I would not have known that the class would have changed on January 8, ****. The merchant has also removed me from Telegram and prevented from displaying my disappointment there.I have not accessed any of the materials since I do not what to with them. I just want my $1999 back.The merchant is dishonest.

  Business Response

  Date: 02/05/2024

  COMPLAINT ID: ********.
  
  Introduction
  Excelmindcyber is a cybersecurity training institute that doubles a consultancy firm providing various cybersecurity solutions to businesses. Our training program is focused on Governance, Risk and Compliance in Cybersecurity.
  
  Response to Complaint.
  *********************** signed up for our cybersecurity training program on the 19th of December, 2023 after a live masterclass. During the webinar, we explained the process of our program.
  Our students are first exposed to self-paced video lessons on our program portal for the first two weeks of joining the program.This implies that upon sign-up, every student is granted instant access to the program portal.
  
  Below is a demo login credential likened to what the customer received.
  
  Login page: *************************************************************
  Email: *******************************
  Password: LXrlv1J0 (this is a temporary auto-generated password. We suggest that you change it immediately upon logging in).
  
  The screenshot on the attachment on this response shows that **** was able to login using the credentials he received.
  
  The estimated length of all resources on this courseware is 28 hours.Hence, students are expected to spend 2 weeks going through these resources.
  The next step after this phase is the Practical Implementation classes which is the point of complaint for this student. In response to this:
  In our live masterclasses, onboarding calls, and customer service policy, we do not make mention of a time when classes are held. We only let them know that we hold practical classes but some people due to their schedule might not make it to these live classes so we upload every class recording and provide all-round support to students just in case they have questions after going through the recording. Countless times, our tutors get on one-on-one calls with students to explain concepts that were not clear on the recordings. We put in these efforts to ensure that no one misses out on any activity on the program.
  
  Before now, the live classes were held at 4 pm CST, some students complained that it was late in their region. The decision of 3pm is an attempt to accommodate the schedule of as many students as possible.
  This process has worked effectively for close to a year with lots of success stories.
  Telegram Group Removal
  To ensure effective communication, we maintain a ************** for all new clients or students until they complete the onboarding session, which occurs on Saturdays following sign-up. Once the session is completed, students are removed from the ************** and added to our ***************** (we send the Discord link to the students email), and the student in question should have the link in their email from us.
  The removal from the ************** is a crucial part of our process and not intended to silence any complaints.
  
  Refund Request
  Students have requested refunds, and we have politely explained that there is a process in place for such requests. Refunds are granted to individuals who, after 45 days of training, demonstrate that we have not fulfilled our promises of training them to become employable GRC professionals. In some cases, students may face unforeseen circumstances such as the loss of a family member within 24 hours of signing up, and we are compassionate enough to understand that certain situations may warrant exceptions to our policies. If a student misses a live class, they can review the recording, work on projects, and if still unclear, we have staff available to schedule a brief call to clarify any confusion.
  
  Proposed Resolution
  I sincerely appreciate the Better Business Bureau for providing my business with the opportunity to present our perspective. This is not a confrontation because it is in our best interest for our students to succeed. Therefore, we are committed to supporting the customer every step of the way. We are prepared to assign a dedicated manager to the student to ensure that their needs are addressed promptly and that they never miss out on any activities.
  Thank you for your thoughtful consideration.
  
  *******************************
  Excelmindcyber.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21168088
  
  I am rejecting this response because:

  The merchant has not reached out to me to resolve my issue. The merchant has not set up a new time that is convenient for me. The merchant has $1999 that I sent and has not tried to resolve the issue.

  
  Sincerely,
  
  ***********************