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:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 tried to register for the Certified in Cybersecurity (CC) course but was having issues logging in to the site. I called the support number requesting call back, I have yet to receive a call.

• Initial Complaint

  Date:04/03/2025

  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've been having an issue with my net new account since Jan 20th of this year. I created the account so that I can study for the free CC Certification and no matter what I did to sign up for the course, the course never came up. I emailed support and they began to help me with it, took me around in circle upon circle troubleshooting from a runbook, and got me nowhere. Then on Feb 7th, support told me they found what the issue was and was escalating it to the proper team. After that, for all intents in purposes, support completely and blatantly ignored me to this day. I sent several emails requesting an update because my account STILL does not work, I still cannot access the course to begin my studies, and it's now been over 3 months. This is COMPLETELY unacceptable and EXTREMELY poor customer service. I demand that something be done immediately!!!

  Business Response

  Date: 04/07/2025

  Mr. ******** account issues have been resolved. A representative from our Member Support team will be reaching out to him directly to confirm and ensure all concerns have been addressed.

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  My account is finally working. I don't understand why this took ~3 months and ONLY after I filed a complaint here did my issue finally get resolved. It took 3 days after filing the complaint when this issue originally started on January 20th of this year. ISC2 needs to REALLY step up their customer support.

  
  Sincerely,
  
  ****** ******, Jr.

• Initial Complaint

  Date:03/25/2025

  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.

  I mistakenly purchased two exam vouchers, and have for 5 months been trying to get a refund for the purchase with an order number of ************** made on 1NOV24.I have called and emailed ISC2 many times over the past 5 months, and have been told I was going to be refunded but that it had to go through a legal review, then to management. ISC2 has still not refunded me for the duplicate exam voucher purchase despite repeated attempts to contact them. They have stopped responding to my emails and there has been no communication from them outside of me calling them myself. They refuse to CC me on emails or to provide confirmation emails. I am beginning to feel as though ISC2 is a fraudulent organization as 5 months for a simple refund from what I believed to be a reputable accreditation organization is unbelievable.

  Business Response

  Date: 03/29/2025

  A representative from our Member Support team will be reaching out to ******* to provide a status update on their refund. Should ******* have any additional questions, our representative will be happy to assist.
  

• Initial Complaint

  Date:03/21/2025

  Type:Product 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.

  On January 21, ISC2 emailed me, stating my refund request had been approved. Yet, over two months later, I have not received a cent. So I must publicly complain about ISC2s terrible online products and services, hoping to warn others.I purchased a three-month CISSP online training from ISC2 on December 19, 2024 (order **************). The same night, they messed up my email, sending the training to the wrong person. Even after I tried fixing it, nothing changed. They base training accounts on email instead of using ISC2 member IDs. The first ******** service rep ***** even read my situation carefully, assumed I had free training, and told me to register again. Later, she admitted her mistake. Their web-based chat closed repeatedly, so I had to call them in the morning. Over the phone, they promised IT would fix it in three days. That never happened.I never saw the $476 training I paid for, as they dragged this problem through Christmas and New Years. By January, I demanded a full refund, losing faith in ISC2s IT and coordination skills. After more delays, I finally received an email from **** *** on January 21, calling my refund a one-time courtesy. I was furious because I never got what I paid for, so this was no favorit was their duty to refund me or risk committing online fraud.Then she vanished. She said I would hear back in a few weeks, but two months have passed without a single update. ISC2 essentially stole my money. For an ordinary American, $500 is a huge amount. I borrowed it from the bank to invest in my skills, and ended up getting scammed.I hope you avoid doing business with ISC2. Please spread my story. I served as a sergeant in the *****************. I never expected to be defrauded like this in my own country.

  Business Response

  Date: 03/21/2025

  A representative from our Member Support team will be reaching out to ****** to provide a status update on their refund. Should ****** have any additional questions, our representative will be happy to assist.

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jialun Shan

• Initial Complaint

  Date:12/30/2024

  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.

  I am writing to inform you that I have scheduled my CISSP exam (voucher code: TS231E330F01) for December 30th. Unfortunately, I may need to step in and cover for a colleague at work during this time. As a result, I am unable to sit for the exam on the scheduled date and would like to formally request a 15-day extension on my voucher to accommodate this unforeseen circumstance.Given the current situation, I have taken the necessary step of cancelling my exam, as I find myself unable to extend the voucher on my own, and I have noted that there are no available appointments for the next week.I appreciate your consideration of my request and look forward to your understanding. Thank you for your attention to this matter. Thanks, ******* *****

  Business Response

  Date: 01/02/2025

  Thank you for bringing this to our ************ assist with rescheduling or voucher-related issues, the appropriate steps are outlined on our website at *************************************************************. These guidelines are designed to ensure a smooth process for managing exam appointments and reschedule requests. If you have any additional questions or need further support, please reach out to our Member Support team at ***************************************** They are best equipped to assist with inquiries related to exam scheduling. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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 recently passed the Certified Cloud Security Professional (CCSP) examination offered by ISC2. To obtain this certificate, participants must pass the examination and meet a requirement of having enough years of experience. ISC2 allows participants to pass the exam before having the required years of experience. I did not have the years of experience at the time of passing the exam but knew I was only few months away.Following the exam, I received an email outlining the steps to complete my certification. The e-mail stated that if I didn't have enough years of experience I can become an Associate in preparation of becoming a fully certified member. However, the e-mail did not state that I had only 9 months to take an action or otherwise I could not complete my certification. Once I had the required years of experience, I struggled with the process to complete my certification and decided to call ISC2. A representative informed me that I was outside of the 9 month period and I cannot receive my certificate. I expressed my disappointment and frustration. I expressed that I had other certificates from ISC2 and had been paying dues so that ISC2 continues to store my credentials. I also expressed that I had to go through the same process with one of the previous certifications at which time I also called ISC2 and expressed frustration with how confusing the process was. Back then I apparently was lucky to have called within the 9 month timeframe. In addition, ISC2 did not send any reminder e-mails, common across all services when there is a *********** summarize, ISC2 does not clearly communicate the steps, process, and timeline required to obtain my certification. They do not send follow-up reminders about deadlines which would have made me realize of the existence of deadlines. Still, ISC2 is capable of sending reminders -- they send me reminders to pay my dues regularly. I expect that ISC2 completes my certification process.

  Business Response

  Date: 12/10/2024

  The ISC2 Member Support team has been in contact with the customer to resolve the issues presented in their complaint. Should they have any additional questions, we encourage them to please reach out to *****************************************

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I am writing to inform you that my complaint filed against (***) has been resolved to my satisfaction. The issue has been addressed, and there is no further action required on their part.
  Please proceed with closing the complaint on your records. Let me know if you need any further details or confirmation from me to finalize this process.
  

  
  

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

• Initial Complaint

  Date:11/13/2024

  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.

  ISC2 has turned out to be a scam. Their CEO has been caught lying in a company that puts ethics above most. Its HEAVILY covered up in search engines but please read this ****************************************************************************************** ISC2 only cares about money and membership. On the ISC2 website it's required to login to and create an account to view any useful information about their certifications or requirements. What they do not tell you is just by creating an account you agree to become a member which after a short period charges you membership dues. They engage in deceptive practices to hide these warning in sections of their website to entrap users. My account was created > 3 years ago to view when I would be eligible for their CISSP certification. I recently logged in, selected, purchased, scheduled, took and passed the ***** test, and completed my ***** endorsement application WITH OUT EVER seeing any mention of my account being suspend or a requirement to pay a membership due. This is extremely hidden so that once you pass a certification you now have to pay YEARS of back pay in membership dues or never receive your certifications. The above linked article and my experience has proven ISC2 is nothing but a money hungry company, unfortunately some of their certifications still hold weight but this company no longer holds the ethics they were built on.

  Business Response

  Date: 11/13/2024

  Thank you for sharing your concerns. Were sorry to hear about your recent experience with ISC2, and wed appreciate the opportunity to address any issues directly. If youd like to discuss this further, please feel free to reach out to our Member Support team at ***************************************** Well be happy to assist.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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 had signed up for free training *************************************************************** On September 7th, I logged into the ISC2 training in recently to resume training. I was immediately presented with a paywall. To my understanding I was paying for training. Once the payment went through I was notified that my payment was for the previous year membership dues, which was a surprise given i signed up for their free training initiative. I then noticed that my payment was for ********* and despite having just paid, I would then need to pay another $50 in less than a month for ********* membership dues. I immediately reached out to the company and did not hear back for over a week. Even at that point they asked for all my information again. After a few emails back and forth they will not refund my money nor extend my membership. I had no certification or value from the previous year, as certification was something i was pursuing by signing up for their free training. I was simply asking for a refund which I did immediately after the purchase.

  Business Response

  Date: 10/08/2024

  A representative of the ISC2 Member Support team will be in contact with Mr. ***** to resolve the issues presented in his complaint. Should he have any additional concerns after meeting with our team, we encourage him to please contact *****************************************

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  ISC2 ***************************************. I took one of their exams, the ***** (Certified Information Systems Security Professional) at a testing center here on June 10, I did not pass. On June 11, 2024, I tried to rescheduled the exam for a later date on the ISC2 website, I "Peace of Mind Protection. It was a buy one voucher get another free included. I quickly went to check out, input my payment method. After looking around more on the website, I did not realize this offer was only for NEW test takers and I had just taken the test, the day before. I called right away to talk to **************** on June 11th, the same day I purchased the test. If you've attempted the certification exam within the last 12 months, you cannot purchase this protection, but no worries! Learn more about our Retake Policy and check out our blog for tips to bounce back after failing an ISC2 exam. Upon realizing, within minutes of reading the fine print I called ISC2 **************** and explained my situation and they said they would have to have their financial department review the transaction. I can see all the Terms and Conditions, but I made a mistake and called right away. ISC2 emailed me that their ****************** has approved the refund, but payment has never been credited to my credit card account that I made the purchase with. I have called several times. **************** people keep saying that their ****************** is reviewing this and someone will get back to me. But NO ONE ever does. This was a $948.00 purchase and I want my refund that they said they would give back to me. I have all the emails, the ISC2 Refund Request Form that I was required to submit, and an account of how many times I have called ************. Please see documentation provided.

  Business Response

  Date: 08/28/2024

  Thank you for bringing this matter to our attention. We have confirmed with our team that the refund was processed today, August 28, 2024. Please allow a few business days for this to show up on your credit statement.  

  Customer Answer

  Date: 08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/11/2024

  Type:Product 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.

  When purchasing the training and exam bundle, there is zero indication that there would be a 7 business day delay in receiving the exam voucher (ref. web_1.pdf, web_2.png, web_3.png).Only after purchasing the bundle and receiving an invoice is this indicated (ref. invoice.pdf).When clicking 'Register for exam', the only option is to pay a second time for the exam since a voucher has not been issued (ref. alternative.png).After attempting to contact someone to help resolve via web-based chat twice and both times the chat being ended without any contact from a representative, I called.I spoke to an individual and explained that I purchased the bundle but received no indication that it would take 7 days for the voucher to be sent until after having completed the purchase.I asked for assistance because there is availability to take the exam the upcoming Saturday and there is not another Saturday exam date available again for 6 months and I am trying to secure the upcoming Saturday test date due to work schedule.I was not offered any resolution despite multiple pleas to find one. I asked if I could re-purchase the training (using the training only options) so that I could book the exam and pay via ******* Vue directly, requesting for the 'bundle' to be refunded. This was denied. I asked if I purchased the exam through ******* Vue, could they reimburse the exam portion of the 'bundle'. Again, I was told nothing whatsoever could be done and no exceptions could be made.As a long-time member, I am appalled at the lack of understanding an unwillingness to find a resolution given the failure of clarity in purchasing the exam via ISC2.At a minimum, this company needs to update their site so that purchasers are made aware PRIOR TO PURCHASE that the item they are purchasing will not be made available to them when reasonably expected. This is critical since the individual can purchase the item directly and immediately, without any delay, through scheduling the exam.

  Business Response

  Date: 03/14/2024

  The ISC2 Member Support team has been in contact with **************** to discuss her purchased training and exam bundle. It was explained to her that vouchers cannot be expedited and that refunds cannot be provided for portions of a bundle or for the entire purchase as **************** had already started her purchased training. We encourage **************** to please reach back out to Member Support at **************************************** should she have any additional questions.