ComplaintsforCELPIP

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day On April I have requested a refund for a CELPIP Test that was canceled . The company approved my request and tried to reimbursed me but with no success, I have requested and tried to understand why did the refund didn't succeed but no answer. They tried again with no success at the beginning of June. Since than no one from the company had contacted me. I wrote them many times

  Business response

  31/07/2024

  Summary of Events Regarding Test Taker’s Refund Request
  
  Initial Contact and Refund Processed (May 10):
  
  Test Taker contacted us on May 10, stating he had not received his refund.
  We informed Test Taker that the refund had been processed on April 25, providing the authorization number ******.
  Further Information Requested by Test Taker (May 12):
  
  On May 12, Test Taker mentioned that the authorization number was insufficient for his credit card company to trace the transaction and asked additional questions.
  We notified Test Taker on May 14 that his concerns had been forwarded to our accounting department.
  Follow-Up by Test Taker (May 18, 23, 24) and Our Responses:
  
  Test Taker reached out to us on May 18, 23, and 24 to follow up on his refund status.
  We responded on May 22 and May 31, informing Test Taker that the accounting team would contact him to arrange an alternative method for issuing the refund since the conventional method had failed multiple times.
  Attempted Resolution with a New Authorization Number (June 17):
  
  On June 17, we provided Test Taker with a different authorization number.
  Despite this, Test Taker still did not receive the refund.
  Lack of Response and Escalation (After June 23):
  
  We have requested our accounting/finance department to speak with the test take on this matter, and they will be reaching out to the test taker today and the refund process will take up to 7 - 10 business days.
  

  Please reach out to us if you need any further clarification or information. Thank you

  
  

• Initial Complaint

  29/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  So i registered for celpip test online and they denied me to give test stating i entered passport expiry date wrong online, which i did not i even told them it could be website glitch too. on 27th january 2024 i went to their testing centres to give test and that is when they denied. I am not asking for refund i am just requesting another day to give test but they are not ready to help at all. This is a test i saved up 3-4 months for just to give it. The test inclued giving the test , then getting evaluated and lastly they give results, but when it is denied to give test, there will be no evaluation and result, also not given another opportunity and not even a penny in return that is just harsh business practices.

  Business response

  03/03/2024

  To whom it may concern:

  This is in response to this particular complaint regarding being refused entry on testing day. I recall this particular incident as there are not many. Unfortunately, if the ID that is presented does not match the information that is reflected on our system upon registration, we cannot accept entry. In this case the expiration date was completely different and it did not match the DOB, the expiration date, or even the date of issue of this passport. I do remember being surprised as to where they may have gotten the numbers for the dates from since they were so different.
  

  I recall speaking with the candidate a great deal as he suggested it could be a clerical error on the website. However this is never truly the case if done correctly on a computer, so it must have been an error on their part. I did suggest that he reach out to CELPIP regarding this "error" so it can be investigated.

  The test centre has no dealings with refunds and transactions, and like a previous complaint I responded to - even though the incident was actionable at the site, we have no control over moneys dealt with in respect to these incidents and they should be formally made to CELPIP instead of the Prometric testing centre.

  We as staff must adhere to these policies as they are updated time and time again.

  * **** ******** *** ** ****** ********* *** *** **** **** ** *** ****** ** *** ****** ***** *** *********** ** *** ***** **** **** ******* ********* ** *** ******* **** *** ** **** ** **********

  I hope this justifies some confusion for the candidate.

  Please reach out to me again if there are any further questions about this matter.

  Best,

  Robert C. TCM
  

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