ComplaintsforNational Center for Competency Testing

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NCCT took payment for a service, failed to issue recertification that was paid for, failed to contact customer(me) for over 2 months, refused to issue a refund citing a no refund policy, went searching for any kind of no refund policy on their website and couldn't find any notification of said policy. The website in question looks, feels, and operates like it was intentionally designed to be as difficult to navigate and operate as possible. Many many errors while trying g to follow NCCTs guidelines for services. The entire thing feels like a set up to try and trap people into losing money for certifications that they need for their jobs. When trying to reach out to customer service I got a single general email reply that didn't answer my questions. Followed by no reply to my follow up questions.

  Business response

  06/06/2023

  Per information published within NCCT’s public-facing documents and on our website, recertification with NCCT requires the payment of a recertification fee and completion of hours of CE. Certificants also agree to comply with NCCT’s Code of Ethics and to report any new felony conviction.

  Recertification is accomplished online through the certificant’s NCCT user account. Certificants must be logged in to access their personalized recertification dashboard. From here, certificants are directed to the “recertification information” tab to review the recertification process in detail.

  REFUND POLICY:

  Under the Recertification Information tab, the recertification process step #2 states that the recertification fee must be paid under the Pay Now tab, which requires the certificant to check a box that states “ REFUND POLICY: I understand there are no refunds on any purchased products or annual recertification fees.” The certificant was required to acknowledge the “no refund” policy at the time of payment, which was successfully accomplished on 3/23/23. Furthermore, page 3 of NCCT’s Guide to the Recertification Process states that the recertification fee is non-refundable.

  CE PLICY:

  The recertification process step #3 gives the option to complete CE using NCCT’s CE library and/or via the submission of outside CE. This certificant opted to use outside CE but did not submit the CE in accordance with NCCT’s published policy. Step #3b specifies, “Submit non-NCCT CE courses by clicking the ‘Submit Outside CE’ tab and completing the Online Submission Form. Supporting documents of completion must accompany the online submission.” The certificant never submitted the outside CE activities via the Online Submission Form as required. The certificant instead uploaded documents to their NCCT user account on 3/24/2023, which is only half of the process. When uploading outside CE documents, a message pops up on the certificant’s user account that reminds them of the following: “Be sure that you have also entered the outside CE course(s) into the Online Submission Form as required.” The certificant did not heed this reminder, nor did they make an effort to review NCCT’s policies and procedures before uploading CE documents. On 5/8/23, the certificant sent an email through NCCT’s Contact Us, asking why their recertification was not completed. A reply email was sent to the certificant on 5/9/23 reminding them that outside CE will only be reviewed if submitted via the Online Submission Form. The certificant did not follow these instructions despite NCCT very clearly explaining how to submit outside CE correctly, and sent a reply expressing defiance of the policy. The certificant’s recertification could not be completed due to their refusal to submit the CE. On 6/5/23, the certificant made a call into NCCT’s Customer Service department. The certificant’s identity was verified per policy and they were again reminded that all requests for outside CE consideration must be submitted using the Online Submission Form for Outside CE. At this time, the certificant expressed anger towards NCCT's policies and procedures and requested to speak with a manager, who told the certificant the same thing and reminded them of the no-refund policy. Subsequently, the certificant submitted three profane entries into the Online Submission Form in place of the CE activity information. The profane language was directed at NCCT. No CE information was ever submitted, the recertification was never completed, and the certificant has demonstrated a lack of professionalism that may warrant future action.

   

   

  Customer response

  06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  In no way was I aware of a no refund policy. At no point was there any communication from ncct as to what needed to be done to complete this. At no point did ncct do anything other than accept payment. The policies are misleading and the steps to get through the process barely work.
  Regards,
  
  ***** *********

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning. So I graduated as a medical assistant and decided to take the certification test to enable me get a job. A lady at my school gave me NCCT flier and I contacted them. I made my payment and promised to upload my documents as soon as I get it which I did. I was given names of test centers to choose from and I chose the one at east point Georgia and the exam date was 01/08/2022. Two weeks later I received an email that my application could not be processed due to unsubmitted documents and the position is full. I was confused and called then I was told the test center was cancelled. The email never said the test center was cancelled. The man said I should choose other centers I said no that east point is closer to me. I kept on sending emails to them but no response. I applied for jobs and my certification number was requested for that was the reason I decided to go for the test but I was lied to. I don't want to have nothing to do with such organization. They should have done their findings before including the center in the list and I was not contacted to know the center was cancelled, they lied that I didn't not upload my documents which I did. My annoyance is the email was sent on 12/14/21 that 1. the test date I requested is full 2. It says I didn't submit the following required documentation 3. Customer service said test center was cancelled due to construction. Too much lies. I won't let such organization certify me. I wasted my time and couldn't complete my job application due to their negligence.

  Business response

  01/31/2022

  NCCT clearly states our testing and refund policies on our website and on all applications for exams.  These conditions must be agreed upon before any payment can be submitted.  Ms. ******** was qualified to test with the documents she provided and chose a test date.  Refunds are only issued to candidates that are found to be ineligible to test. NCCT has no control over test sites/schools that may cancel a test date for any reason.  I have attached the comments from her account where she spoke with three different customer service representatives at NCCT who explained the process.  They all offered other test sites available for testing, or the option to test remotely from home.  I feel NCCT has given more than enough options for testing for Ms. ********.

  Customer response

  02/01/2022

  Good morning.
  I received NCCt response but was trying to give the reasons for rejecting their explanation.
  They never contacted me about the cancellation of the test center. I received an email that my application could not be processed because I didn't upload my documents that the center is full then I called the customer care the guy checked the system and told me my documents were received but the center was cancelled. I said that was wrong that they should have called or emailed to let me know know and not to lie that I didn't upload my documents.
  They never contacted me, I was the one calling. The guy suggested I choose another center Athens, Lilburn and Rome which I told him I can't, I chose a center that was convenient for me and since the center was cancelled according to them, I need my refund.
  I called again on the day I filed my complaint to ask about the online test but the condition is too risky, if I don't have a system that is compatible then I lose my money, the frustration is too much on me and I decided to file a complaint. And about their so called policy,it says $25.00 would be deducted if one asked for a refund.
  They are not to impose it on me that I'm qualified for the test. I know I'm qualified that was the reason I contacted them. I want my full refund because they failed to communicate that the center was cancelled but lied that I did not upload my documents.

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