ComplaintsforEC-Council, Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Certified Cybersecurity Technician exam was scheduled today at 9amET. I was logged in on time. I downloaded the log me in app so that the proctor can view my desktop. I clicked ok twice on the pop up window and the proctor stated he still could not see my screen. He then had me downoad the GoTO meeting application and still had issues him viewing my screen. At one point he gave me the rules to take the test and then he said i cant see your screen. Per the picture i was sharing my screen by the green outline you can see. This took about 90min and im pissed off. The proctors didnt seem competent. I did everything I was supposed to do. I shared my screen many times and was told they cant see my screen. I have an HP computer and my test requirements all checked out with all green marks. I spent 9months taking all 25 modules and studying every weekend while working full-time. This has been a horrible experience and will make my voice heard to never use EC-Council. I am doing a full sweep on my computer because from this experience the proctor could have been hackers.

  Business response

  07/02/2024

  Hello, upon receiving this complaint EC-Council immediately researched the claims. The ability to see the clients screen is an ANSI requirement, but in this case the screen couldn't be seen by the proctor. We deliver 5000 exams a month in this same exact format with few issues outside of internet speed, or issues with the tester's equipment. The proctor is not a tech or a trouble shooter, however the proctor did try to go through a third party (Go to Meeting) in an effort to see the client's screen, but this too did not work. All systems were working properly on EC-Council's side so there was no way to know why the client's machine was prohibiting sharing.
  
  That said, I reached out to the client and offered a free retake so that he can retry at a later date, and for the inconvenience he faced in dealing with this issue, I also offered 3 months access to EC-Council's continuous learning platform so that the client can continue learning.  I waited 24 hours to give the client time to reply, and when there was no reply. I processed the refund. The client replied confirming the refund and thanked me. I let the client know that the offer for a free retake and 3 months access to the continuous learning platform still stands and the client has not responded.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just began the CHFI course and in courseware it instructs you to access the cloud based lab and when I click on module 2 it does not work. I get a “there is a problem in using this service please try after sometime”. So I already had an issue with CTIA being outdated and switched so is anyone updating or managing the CHFI course. I only have 6 months to access the labs and yet they don’t work. This company has lacked in any updated material as they advertise, they have you pay a few grand and then don’t give you access to things such as the labs to be successful. I have to send multiple emails and make several calls just to get an answer. And I still don’t have access to my course labs environment which is required for this certification.

  Customer response

  06/14/2024

  Hi my issue has been resolved and the company addressed my complaint. I would like to mark this as resolved

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 5th 2024 I paid a testing fee of $199 to this company after being awarded a "scholarship" for an IT certificate program. It was not made clear anywhere this "scholarship" was only good for one specific certificate and that the certificate was practically worthless for anything. After weeks of emailing, because they have no phone number to call, all I get is the same reply over and over again about their strict no refund policy. The more I deal with them, the more I am convinced they are not a reputable business or even based in the US. I didn't research them first because they were on a recommended list from my university They have basically stolen my money since I paid them with certain expectations as to what I was getting and they were not clear on what they were providing with the "scholarship". After a little digging I discovered that they have numerous complaints against them for similar issues. This is a scam and they do not deserve a B+ rating from the BBB.

  Business response

  03/05/2024

  Not a Public Message Please:
  

  Hello, I have been corresponding with *** *******. EC-Council executed his refund within 24 hours of his and my correspondence. He said he was willing to withdraw his complaint but he looked at the original complaint and it doesn't give him an option to withdraw it. He said when he hears from you, he will let you know that his situation is resolved and he would withdraw the complaint.

  
  ****

  Customer response

  03/07/2024

  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.
  

  After filing my complaint here one of their senior managers contacted me and resolved my issue very fast. I am happy with that result, but I wish I had not had to go to such lengths for resolution. My Sincere thanks to *** ***** for his swift action on my behalf.

  
  Regards,
  
  ****** *******

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase at 09:30 EST on 2/9/2024 to email from Ec Council totaling $59.35 and it stated that I would receive login information shortly. Which as of 14:00 EST I had received absolutely nothing from EC Council. So I contacted them directly and they stated they could find nothing and wanted to reach out to their support team. Spoke to ***** ******* and you can see the emails for his request for a refund. However with the track record of EC Council not having any record of said transaction nor knowing anything about their own products and sales I contacted my credit card company (**** *******) and opened a dispute with them as well. Upon speaking with the credit card company they could see the transaction and stated it was approved according to representative *****. She advised me that I had to contact **** ******* back in 3-5 days after the charged cleared. Which I will do and also will be contacting Federal Trade Commission to file complaint/dispute for false advertisement against EC Council.

  Business response

  02/14/2024

  Dear Customer, we are sorry your experience did not live up to our standards. We understand there has been difficulty in activating your account. As such, we are issuing a full refund for your purchase. We apologize for any inconvenience this may have caused and hope in the future we have a chance to earn your business back.
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I applied for CCT scholarship in EC council and paid almost a month ago. However, the voucher issued to me didn’t work as it gave me the error message, “Invalid or expired voucher”. I raised a ticket #****** which was resolved after 3 weeks. I was very frustrated at that time and hence proceeded with other options which cost me money. I do not want to proceed further with EC council learning and I would like a refund please as I never used the scholarship. I didn’t even started my learning as these guys take tooooo long time to respond to even small issues. I do not want this type of frustration any more. Due to my current financial situation, this issue is creating a mental pressure on me. I have asked them to cancel my scholarship and provide me with refund asap. However not received a response at all even after sending so many emails to them. As I mentioned earlier, this issue is giving me both financial and mental pressure. I have also attached my receipt for your reference.

  Customer response

  12/05/2023

  Hi,
  
  I want to let you know that my complaint 
  #******** has been resolved. Thank you so much to EC council and BBB.

  Customer response

  12/06/2023

  Hey,
  
  All of a sudden, the refund was taken out of my credit card account. So the issue is still not resolved.

  Customer response

  12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The organization claims I did not pay membership fees for 2 years, and canceled my certification. They continue to send harassing emails. I have attached the payment receipts. They claim they track payments only through "email used" which is a very bad practice because emails always change. If one uses a work email and leaves that job, they will stop using that email. They never read the emails and content but continue to send generic emails.

  Customer response

  11/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have attempted to cancel my Codered subscription for months. Every month I continue to get charged $14.99. I have reached out to customer support (request *******). The subscription still has not been cancelled. I would appreciate any assistance the BBB could give to get this resolved.

  Business response

  10/27/2023

  Hello I can confirm that this refund was given on 10/18. The platform works like ******* in that access to the content is charged monthly. The complaint mentioned that the complainant had been requesting the refund for months, but the platform team tracked the first request to October 14th which was 4 days prior to this complaint. Since the timelines don't line up I reached out to the complainant to see if another email address was used and also to obtain his correspondence history so I could use it to verify the complaint and better utilize this situation as an opportunity to show our customer support teams where there is room for improvement, but as of this response, I have not received a reply to my email, but nevertheless, I apologized for the inconvenience and I understand he is under no obligation to reply.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  For numerous months now I have been trying to cancel my subscription to codedred. Despite numerous attempts to cancel I have not been abled too. I have sent numerous emails to which I have received no response. Today I was sent a link to a hub where I think I was able to cancel my subscription, but I am not sure. I am furious that I have been forced to pay 60 dollars for services that I have been requesting to have canceled. I would like confirmation that my account has been closed and a refund from my first request for account closure until the most recent billing statement.

  Customer response

  08/01/2023

  The issue has been resolved, thank you for all your support.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Renewed my certification renewal fee of $250. The renewal included a kit including a framed printed certificate, welcome letter and extending my certification by 1 year. They extended my certification by 1 year but after a month and a half, failed to ship out the certificate kit. Been in constant emails with the company and they are not resolving the issue. I want them to ship out the renewal kit as agreed upon and not drag this out.

  Business response

  02/15/2022

  To Whom it may concern, we worked with Mr. ******* and on Feb 3rd we received this message from Mr. ******* via email:  "This email is to confirm that the LPT kit has been received. Thank you for finally taking care of this. The BBB complaint should have been closed out by now and will not be made public or impact your BBB rating as agreed."

  Please let me know if this can be closed as Mr. ******* requested.
  

*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. ↩