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:07/14/2025

  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.

  During the Covid -19 pandemic i paid my fees of $154.00 on 07/23/2020 for my recertification and I was told that I had a period of time five years 2025 after the pandemic ended to use and or complete my units when I tried to go complete 2022 I was told I waited to long and I could not complete class and no refund . Attached is my payment and the statement at bottom is confusing about refund which is on there site I ***** ********* paid for the ncct units with my own funds using my own credit card as my maiden name is ***** ********** and my marital name is ***** ********* . My ncct ID * *******

  Business Response

  Date: 07/16/2025

  NCCT recertification is
  required annually to maintain an active certification status and consists of completion of CE hours and payment of a recertification fee. Failure to meet
  the annual recertification requirements before the active expiration date
  results in an inactive certification status. However, an inactive NCCT certification
  remains valid for five years from the
  most recent active expiration date. An inactive but valid certification can be
  reactivated by fulfilling all recertification requirements for all missing
  years. Failure to fulfill any annual recertification requirements for five
  years results in an invalid certification. An invalid certification means the
  individual is no longer certified and cannot use the NCCT designation after
  their name. This information is publicly-facing and available.

  A review of the complainant's account history shows an initial
  certification date of 2017 with an active expiration date of 2018. Online
  payment of two-years' worth of overdue recertification fees was made in 2020,
  which were applied to the 2018 and 2019 years. However, the corresponding
  annual continuing education (CE) requirements were never fulfilled, and the
  certification became invalid in 2023 (five years after the active expiration
  date). 

  Once a certification becomes invalid, the only way to regain a
  valid NCCT certification is by re-qualifying and retesting, or by filing an
  appeal for reinstatement of recertification privileges (which are approved by
  the Board of Testing only for qualifying extenuating circumstances). NCCT's Guide to the Recertification Process describes the appeal process and how to initiate. Per the policy, an appeal
  must be requested within 90 days of the invalid date. In the complainant's
  case, no record of contact exists that demonstrates an attempt to reach NCCT
  about initiating an appeal. Records do show NCCT's customer service department
  was reached by phone in 2024 (7 months after the invalid date had passed) where
  the complainant was told by a representative the certification had been invalid for 7 months and
  that NCCT has a no-refund policy for recertification fees (which is stated on
  the website and must be acknowledged at the time of payment). The customer
  service representative offered the complainant the direct email address to the
  recertification department for further inquiry, but records show no email was received
  to-date. The information communicated by customer service representative in
  2024 was within policy and appropriate. Records show the complainant did not
  pursue any further contact with NCCT after ending the call.

  NCCT did not alter the recertification cycle to accommodate the COVID-19
  pandemic. An inactive NCCT certification remains valid for five years; there
  was no universal exception to that made in 2020. Additionally, the claim of an
  attempt to fulfill the CE requirements in 2022 (but was told the certification
  was already invalid) is incorrect, as the certification remained valid until
  2023. The complainant's call to customer service was not actually made until
  2024. And, yes- the certification
  was invalid by that time. The complainant’s account shows no record of
  contact in 2021, 2022, and 2023 (the final three valid years) and no contact
  until 7 months after the invalid date passed. Recertification reminders
  continued to be emailed to the address on record three times each year from
  2018-2023.

  The desired settlement of
  'reinstatement’ and to be ‘allowed to complete units' is not possible due to
  accreditation standards. An invalid certification cannot be reinstated. A
  refund for the $154 in recertification fees has also been requested however, as
  stated in our published policy, all recertification fees are non-refundable.
  These fees cover administrative costs associated with maintaining certification
  records, providing renewal notices, and offering support services over the life
  of a valid certification.
  
  In this case, our records show that CE was partially utilized and
  staff time and resources were invested over multiple years—through system
  access, reminder emails, and direct phone support. Due to the services rendered
  over the course of several years, we must respectfully decline your request for
  a refund. 

  
  

• Initial Complaint

  Date:02/06/2024

  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.

  I was charged $119.00 as an application fee to schedule testing for my MA certification status. I was charged $25.00 when asked for a refund when they would not process my application for testing.

  Business Response

  Date: 02/06/2024

  Our online application which is completed by the customer to apply for testing through NCCT explains that if they are deemed ineligible to test, they will receive a refund less a $25 certification application processing fee.  This is to cover the cost of our employees' time to go through the application to deem whether a candidate is eligible to test or not.  All of the requirements for testing are outlined up front before payment is requested. The customer also has to check a box that they understand and agree to the refund policy before payment can be submitted.  Customer agreed to refund policy and was refunded the test fee less a $25 processing fee when deemed ineligible to test.

• Initial Complaint

  Date:06/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  ***** *********