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:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I purchased a life insurance licensing course from ExamFX for $104.98 on June 10, 2025. After paying, I discovered there was an unexpected $200 testing fee that was never disclosed to me upfront. Due to this, I submitted a dispute with Discover.
  After the dispute was submitted, ExamFX immediately deactivated my course access, so I could not complete or use the product I paid for. Discover later informed me that ExamFX had denied the dispute, and reversed the credit they had issued me.
  When I contacted ExamFX, I was initially told the dispute was “still ongoing.” After pushing further, they finally admitted that the dispute had been denied — but also stated they were “not obligated” to provide me with documentation of what they submitted to Discover. They refused to offer a refund, citing policy terms I was never clearly shown, despite me only using the course for a few hours and being locked out shortly after.
  I am now left without access to the course I paid for, without a refund, and without the documentation needed to pursue the matter further with Discover. This experience has been frustrating and misleading, and I feel the company’s handling of the dispute was dishonest and designed to prevent me from getting my money back.
  I’m seeking a full refund of $104.98 and accountability for the way this was handled.
  I researched ExamFX and found many other customers reporting similar issues. Reviews on Trustpilot and Reddit mention account lockouts, refund denials, and misleading policies. One Trustpilot user wrote: “Do NOT recommend! Use another company… they simply looked for a reason not to refund the $$.” This shows a pattern of behavior, not just a one-time issue.

  Business Response

  Date: 07/10/2025

  ******* ********* purchased an online self paced course on 6/10/25. on 6/26/25 She put in a dispute with her credit card company.  ExamFX receives notice when a customer disputes a charge.  ExamFX shuts course off while the dispute process is ongoing.  ExamFX has the opportunity to respond the customer dispute to explain why the charge is valid.  ExamFX is not the authority of the charge. The payment processor will review the customers claims and the response from ExamFX and will make a decision. This process can take 4-6 weeks typically to fully resolve. We explained this to Madison via email.  The dispute is ongoing and active at this time.  If ExamFX wins we will restore the account with correct remaining days of access. If the Customer WINS then the acct will remain deactivated and the payment processor will return the funds to the customer.  This is the standard practice for all companies and the various payment processors.

  Madsion Purchased online self-paced course from ExamFX on 6/10/25  ExamFX Refund policy is presented at time of purchase.  The refund policy is agreed to during registration. User made the purchase and is in possession of the material. User has accessed the course 6 Hrs 47 mins.  User requested refund on 7/9/25 and was informed the account was not eligible for a refund based on times passed since purchase and amount of course usage.

   

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is ** - This is a scam.  I have not accessed the course and I do not have access to any material.  This was extremely misleading and while I recognize it was through a Third-Party perhaps EXAMFX should reconsider working with *************.  I'm sure this is not the first time and it is certainly something to look into. If they are so proud of their content, they should be a bit more flexible and provide a refund for courses that have not been accessed.  If I had accessed the course and taken it, I totally understand. However, I have no access to the course.

  I continue to dispute this and I will report it to my credit card company as a dispute.

  I would also request that their BBB rating reflect their unrealistic refund policy.  This is a shame!
  
  ******* ***************

  Business Response

  Date: 07/09/2025

  ******* *************** purchase online self paced course on 6/3/25 at the direction of a 3rd party whom she was working with. ExamFX refund policy is presented and agreed to as part of the purchase process. The refund policy is also included in the receipt emailed post purchase to customers.  ******* spoke to our Customer Support team on 7/7/25 requesting a refund and was informed why the account was not eligible.

  In addition ExamFX is Market leader in the Pre-license field. ExamFX is so confident in our training program that we guarantee users who successfully complete the Readiness Exam* found in our insurance prelicensing courses will pass their insurance licensing exam on their first attempt!  

   

  ExamFX refund policy is as follows:

  Insurance Course Refund Policy
  Customers may request a refund (less shipping) by contacting ExamFX at ************ or by completing this form.
  
  In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase.
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
  
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  Our refund policy is subject to change and varies by state. Please review your specific state’s full refund policy on our FAQ page for Kansas, Nevada, and Oregon (KS, NV, OR). See the Refund Policies section at the bottom of the page.

  Business Response

  Date: 07/10/2025

  ******* does have access to the course. Access has been available immediately after making the purchase. Customers receive a Welcome email and receipt after purchase is completed.  Our Support team is available Monday to Friday 7am - 6pm CST to troubleshoot and assist with any access issues.  The course can be accessed at **************. by clicking log in, choosing insurance, then entering email and password created during registration.
  
  The refund request for your course has been denied. In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase. Purchase date 6/3/25 refund needed to be requested by 6/5/25
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
   
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  The company is basically scamming me out of $170. I needed to register for a pre licensing course and this one just ended up not being a good fit for my learning style. I only completed one chapter, and quickly requested a refund. With the extended weekend and 4th of July I requested the refund on Monday. The company claims that because I waited too long to request the refund that they’re just keeping my money. This is a lot of money for me, and I need to switch programs.

  Business Response

  Date: 07/09/2025

  ** ******* Purchased online self-paced course from ExamFX on  X7/2/25.  ExamFX refund policy is presented at time of purchase and included in receipt emailed post purchase. All items received digitally.  The customer made the purchase, is in possession of the material accessing it 12+ hours and completing 7 chapters, not 1 as stated. user access the course on multiple days since purchase
  
  ExamFX refund policy is presented and agreed to as part of the purchase. The refund policy is also included in receipt emailed to customer post purchase.  The account is not eligible for a refund based on amount of usage.

  ExamFX refund policy is as follows:

  Insurance Course Refund Policy
  Customers may request a refund (less shipping) by contacting ExamFX at ************ or by completing this form.
  
  In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase.
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
  
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  Our refund policy is subject to change and varies by state. Please review your specific state’s full refund policy on our FAQ page for Kansas, Nevada, and Oregon (KS, NV, OR). See the Refund Policies section at the bottom of the page.

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I had called my credit card last week regarding the dispute and they were able to open this case and dispute for the Sept 2024 purchase due to the partial refund recently. The dispute was with the Merchant for the full refund owed and Chase Bank said they usually win 50% of cases, if there is good evidence on version of events then they are likely to win. 

  
  

  They have updated me that the case won in my favor and I will be refunded.There is no further action needed on your end at BBB. There is no need to engage with the business/merchant as it looks like I will be seeing the reconciled refund from $374.00 and $174.00 in a few days.

  
  

  Thanks

  ******

  which she indicated she was 'just getting to it, by latest tomorrow!' and I wrote month after month to ask why it hadn't been done. Yesterday, in June of 2025, I called through Customer Service through the ExamFx line and asked about this and then received a partial refund of $174 seen as a pending transaction on my Chase Account. This is unacceptable as it was the entire refund that was asked for, plus the book that was shipped for $25. When receiving the receipt, she did NOT SAY 'we do not refund this' and the entire time went along with this, reassuring me. I have corresponce with her on personal gmail since last year. I have attached some of the emails here.
  
  It is very upsetting to file a customer complaint to escalations for ExamFx when six months later, not only is this done with haste when I call since ****** would ignore my emails. I was told to speak with Escalation’s who threatened me in writing and yelled by phone.

  Business Response

  Date: 06/11/2025

  ****** ******* made purchase on 9/8/24 for online self paced course where the terms of use and refund policy are agreed to in order to complete the registration.  On 9/11/24 she requested a refund and was informed by our Support team that the course was not eligible for a refund due to 11.3 hours of usage.  ExamFX refund policy for Securities courses states that if the course is used then it is not eligible for a refund.
  
  ExamFX has consistently communicated the account is not eligible for a refund on multiple occasions including 9/11/24, 6/1/25, 6/2/25, 6/3/25, 6/5/25, and 6/10/25
  ****** purchased the course  and used the course 11+ hours and it is not eligible for a refund. ExamFX made an exception on 6/2/25 and issued a refund of 50% to ******. No further amount will be refunded.

  Business Response

  Date: 06/12/2025

  ExamFX has reviewed this entire interaction and have consistently stated that a refund was not possible. The interaction with ****** stated she would discuss with the Support team.  The fact is the user made the purchase, agreed to the refund policy and terms of use.  When she requested a refund the account was not eligible based on the amount of usage. We have not stated the course was used in May of 2025. We have addressed this and this is the final decision of FedEx. The account is not eligible for a refund.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hello,
  
  This is my second time taking the course because last time there was miscommunication about being able to get granted another month. Because of this, I had to take the course all over again. I completed the course this time but I still have a few hours left on the course that will not be able to be completed due to the time constraint of it ending at 12AM tonight. Can you please grant me a 24 hour extra time as to complete the 40 hours. The course again has been successfully completed, it just needs the 40 hours. In the last course I took I already put in more than 40 hours, so this time I did not need as much time to complete the course.

  Business Response

  Date: 06/11/2025

  Hello  this customer ******* *** purchased online self paced course on 1/13/25.  The course comes with 60 days of access initially and has the option to be extended for a fee. The customer did not complete the course requirements in the initial 60 days of access. The customer made the decision to buy the course a 2nd time instead of buying a course extension on 4/10/25. ******* *** did not complete the course requirements within the 60 days of access on that course.  ExamFX courses can be completed within 2 weeks, with most customers completing the course in 3-4 weeks, however we provide 60 days of access.

  ******* *** has been in communication with our Customer Support team and was provided a solution.  This complaint was filed prior to that solution.

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I used almost my entire month to study before practice/readiness exams.
  
  ExamFX had “maintenance issues”
  & “network outages” several times. I wasn’t able to finish my exams without shelling out ANOTHER 40$ just to do my exams that I already paid for prior! I deserve a refund. I paid for those exams the 1st time. I should not have to buy an extension because YOU have maintenance issues.

  Business Response

  Date: 05/28/2025

  Customer ********* **** purchased a 30 day access online self paced course on 4/16/25.  The course access period is explained during registration, is included in the name of the product, and expiration date is presented at every single log in.  The purchase is for days of access, in that it is a subscription.  
  
  Any system maintenance that conducted is communicated 7 days prior within the course notifications pop up. The maintenance windows are completed at the lowest average usage times and typically are in the middle of the night on weekends.  ExamFX has not had any outages during *********** course access period.  
  
  ********* purchased the course, was not able to complete the course within her initial 30 days. A course extension was the correct path in this scenario. 
  
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  the service i paid for provided 30 days of service, in which the company locked my account prior to expiration without notice, and advised that while i did pay for service till 4/1/25, the account expired back on 3/27/25, and i cannot do anything to recover those services paid for, despite them openly stating that i should have them.

  Business Response

  Date: 04/03/2025

  ExamFX Terms and Conditions explain:

  ExamFX products have different course access periods, but some allow for the purchase of extension periods. Your access to a product will terminate when the course period expires or, if you purchase an extension, when the extension expires. Under no circumstance will your access period, even with the purchase of extensions, exceed one year. 

  The Terms and Conditions are presented and agreed to as part of the purchase. ****** ***** purchased his course on 3/28/24 and hit the 1 year mark. This is the reason he no longer has access to the course.  Our support team explained this to Robert.  The course is auto archived at 1 year and there is physically no override or reset within our systems.

  In Review of ******** course he earned and was issued a Certificate of completion on 3/22/25.  ExamFX has emailed that to ****** as of 4/3/25. He can use that Certificate to continue his licensing process. 

  ExamFX communicates the 1 year limit on Insurance courses during registration and requires users to agree that they have read and agree to the Terms and Conditions. ****** completed his registration by agreeing and agreed to those terms. ExamFX has fulfilled our commitment to ****** inline with the product he purchased and posted Terms and Conditions.

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I purchased the P&C insurance course from this business on January 18th 2024. I was unaware that they if you didn’t use the material within a year from the purchase date you no longer had access to your material. I reached out to have my account opened back up January 24th 2025. I am just realizing that I was only a week out from the year mark. They basically shut the account down and no longer allow access to anything. The course is 219.00 all together and I was told that they couldn’t do anything that I would have to purchase the entire course again. I also informed them they couldn’t clearly see that I didn’t utilize the material. If I logged into the account for 3 hours that would be a lot I had circumstances in my life that were unavoidable. I had a very close family member pass and I also went in and out to the hospital myself a few times. Needless to say my focus was not ExamFX. Now that I am healthy and in a healthy state of mind I wanted to focus on this course and obtaining my P&C license to my surprise I no longer had access. I basically could have just taken 219.00 and threw it in the trash at this point.

  Business Response

  Date: 02/07/2025

  ExamFX courses come with 60 days of access initially and customers have the option to extend courses for 30 or 60 additional days for a fee. ExamFX Terms and Conditions are presented and must be agreed to as part of the course purchases.  The agreement acknowledgement button states I have read and agree to the ExamFX Terms and Conditions.  Our T&C explain the following:

  ExamFX products have different course access periods, but some allow for the purchase of extension periods. Your access to a product will terminate when the course period expires or, if you purchase an extension, when the extension expires. Under no circumstance will your access period, even with the purchase of extensions, exceed one year. 

  When ****** emailed on 1/25/25 and then called on 1/27/25 to extend the course she was past the 1 year mark as the course was purchased on 1/18/24. Our team explained the information above.

  ExamFX is willing to work with ******.  The course purchased on 1/18/24 is auto archived and is not accessible. We physically have no way to turn that course back on.  We are willing to allow ****** to pay for an extension via phone and we will then register her in a new course with the quantity of days that match the extension she selects to purchase.  She can purchase a 30 day for $39.95 or a 60 day for $69.95. If ****** wants to take advantage of this offer, she will need to call our Customer Support line.

   

• Initial Complaint

  Date:12/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:

  How much is shipping?
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

  ody of email. In order to obtain a refund customers must contact our support team within 48 hours of registration and obtain refund approval. In review of your account there is not refund approval within the eligibility window. It seems you shipped the book back without the refund being approved.
  In this situation since the item was returned without authorization it will be destroyed by our warehouse. The cost to print and ship a new book would not be covered by ExamFX as we did not authorize the return. If you want a book it would require new purchase plus shipping and applicable taxes. I want to help with what we can. I can provide some free time in your course of 30 days additional free. a 30 day extension is 39.95 and the book and shipping you paid was roughly $40. Let me know if you would like me to add the addl free time or call to place new book order.
  Manager Customer Support **** ***** 12/27/2024 1:14 PM

  Business Response

  Date: 12/30/2024

  We are here to help!  The customer ********* placed an order for self paced online course and Printed Add-on.  ExamFX refund policy is presented at time of purchase and included in receipt emailed post purchase.  ********* did not call and request a refund within the eligibility window. She then shipped the item back without return authorization. All of this was done well outside the refund eligibility window.  The return was not authorized and ExamFX will not incur additional expense to return the book to her. We offered to provide 30 days of additional access for free in the course.

  Bottomline is customer returned book without authorization in an attempt to force us to issued a refund. ExamFX is not liable for extra expenses if customers willingly choose not to follow the refund policy and procedure.  We are willing to work with her. We are happy to amend the offer to the following:

  Since return was not authorized, we will ship her a new book if she pays for the shipping. If ********* wants to take advantage of this offer she can call our Support team to make payment for the shipping.

   

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/26/2024

  Mr ***** purchased an online Self paced course on 7/17/24. ExamFX refund policy is presented at time of purchase, included in receipt emailed post purchase, and is agreed to as part of the making the purchase. User has accessed the course over 19+ hours.  
  
  ExamFX stands behind our course with a Pass Guarantee. We are so confident in our material we Guarantee users whop pass the Readiness Exam in our Course will pass the Licensing Exam or we will refund the Original Purchase Price of the course. None of our competition offer such a policy. ExamFX is a premier vendor and well known for successful outcomes for firms and users.

  Mr ***** requested a refund on 7/25 . Our Support Team informed him the account was not eligible for a refund based on the date of purchase and amount of usage. He was unhappy, used profanity and did in fact harass our support team because we would not bend to his demand for a refund. He used profanity with our Support Team and spammed chat after chat and empty messages to our Support Team. We informed him his behavior was harassment and asked him to stop. He continued and was informed if he did not stop we would call the Police. At this  point he did stop.
  
  We are sorry to hear he does not like our course program, but the account is not eligible for a refund based on usage and date of purchase. We are happy to work with Mr ***** to complete his course should he choose to do so.