Pearson Vue / Pearson Education
reviews and complaints

Logged on 40 minutes to my Professionals in the Human Resource exam. Got through to the testing page before receiving the mock exam and could not go any further as they said I had microsoft teams and other webpages set up which was in correct. I was prompted to contact customer service but saw nothing but FAQs with no chat button. i was extermley frustrated and annoyed that this is happening to me. I was kicked off from the exam due to the check in process, I could not find a "phone number" so after an hour after getting off the exam, I found a phone number on a website (not even Pearson Vue). Informed what happened, they gave me a ticket. I am so disappointed as I am out of $495 plus free second chance option.

Subject: Complaint regarding PTE Exam Experience on 22 June 2023

Dear Sir/Madam

I hope this letter finds you well. I am writing to express my deep dissatisfaction and disappointment with my recent PTE (Pearson Test of English) exam experience that took place on 22nd June 2023. I encountered significant issues during the "Describe Image" section, which adversely affected my performance and overall test result.

Throughout the exam, I had been performing adequately and was confident in my abilities. However, when I reached the "Describe Image" section, my test screen abruptly displayed the message "completed" while I was still recording my answer for the first image. This sudden termination of the recording caught me by surprise, as I had practiced and familiarized myself with the time limit of 40 seconds. It seemed highly unlikely that I had spoken beyond the time limit.

Despite this setback, I remained focused and alert during the subsequent "Describe Image" question. However, to my dismay, the test screen again prematurely displayed "completed" just as I began my response with the phrase "this image describes." The situation left me feeling stressed and anxious, prompting me to raise my hand in search of assistance from the invigilator. Regrettably, no one came to address my concerns or offer support during the test.

Feeling distressed, I proceeded to hastily complete the remaining sections of the exam, as there was no intervention or guidance from any invigilator. Only at the end of the test did an invigilator approach me. I immediately explained what had transpired during the "Describe Image" section, hoping for a resolution. The invigilator assured me that a ticket would be raised to address the issue and provided me with a contact number to follow up.

As instructed, I promptly contacted the given number to seek assistance. However, I was informed that I would need to wait for my test results before any further action could be taken. The support representative could not provide an estimated timeframe for resolution. Given my urgent need to submit my test results, this lack of clarity has caused additional stress and uncertainty regarding my future plans.

In light of these circumstances, I kindly request the following actions to be taken to rectify this situation:

A thorough investigation into the technical issues I encountered during the "Describe Image" section of the PTE exam on 21 June 2023.

A prompt and transparent response regarding the investigation findings, including an explanation for the premature termination of my recordings.

Consideration of the impact these technical glitches had on my performance and an opportunity to retake the affected sections of the exam, free of charge.

Assurance that such issues will be addressed to prevent future occurrences and that appropriate measures will be taken to improve the overall testing experience for all candidates.

Provision of my test results in a timely manner, considering the urgent need for submission.

I apologize for the inconvenience caused by the technical issues during the exam. Unfortunately, the consequences of these issues have put me in a difficult position. After receiving my results, it is disheartening to discover that I did not achieve the desired scores in each band. As a result, I now face the option of either retaking the exam or waiting for a decision from the organization, with no clear timeline provided.

To meet my goals and fulfill my commitments, I must consider the financial implications of this situation. Retaking the exam would require me to pay the examination fee again, which imposes an additional financial burden. Furthermore, rescheduling the exam would necessitate taking a leave of absence from my other commitments, resulting in a loss of income during that period.

Considering the circumstances and the impact on my academic and professional aspirations, I kindly request the following:

A thorough review of my test results, considering the technical difficulties I encountered during the "Describe Image" section.

An expedited decision regarding whether the affected sections of the exam can be disregarded or rescored, given the evidence of the technical issues and their potential impact on my performance.

If a rescore is not possible, a waiver of the examination fee for a retake, acknowledging the unforeseen challenges faced during the initial attempt.

Transparent communication regarding the timeline for reaching a decision and informing me promptly of the outcome.

Any additional support or guidance that can be provided to mitigate the negative consequences of this situation on my academic and professional endeavours.

I understand that administrative processes and considerations may be involved, but I urge you to prioritize the timely resolution of this matter. The financial implications and the impact on my future make it imperative that a fair and reasonable decision is reached promptly.

I have attached a copy of my test registration confirmation and any relevant supporting documentation to assist in the investigation. Please note that I have adhered to the guidelines outlined in the complaint writing guide provided by your organization.

I trust that you will handle this matter with the seriousness and urgency it deserves. I hope for a fair and satisfactory resolution that reflects the inconvenience, anxiety, and potential impact on my future caused by these technical difficulties. I believe in the importance of a reliable and unbiased examination system, and I look forward to your prompt response and resolution.

Thank you for your attention to this matter. trust that you will take my concerns seriously and provide a satisfactory resolution. I look forward to your prompt response and a favorable outcome.

Sincerely,

Prakriti

KGDT Gunarathne,

Test Taker ID PTE002003828

Test Centre Country Sri Lanka

Test Centre ID 87526

Test Centre ICBT - Kandy

Dear sir/ madam,

PTE Academic test team.

I sit for the PTE Academic test on 15th of June,2023 at 9.30AM in above test centre. The exam has scheduled at 9.30AM but due to some technical problem of the computer position 1, I started the exam by 10AM. Two times the computer got stucked. The examination staff mentioned that there was an update of computer. However, they skipped that update due to the time constrain. While other candidates were carrying out the test, I was stressed,nervous and uncomfortable because of the incident.

The Pearson VUE company is a joke. Every set of days requires separate authorization. Every authorization will charge you. Their "$25 fee" to reschedule is a sham--you can only reschedule for the same place in the same 1-2 day period. So, unless you need to reschedule by a couple hours, which is never the case, then you will be charged $75 for the test you never take and then an additional $150 for the actual test. I am disgusted that a company can operate in this manner and still retain business.

I prepaid for the PMP exam, cost over $500 and logged into exam 30 minutes prior as per instructions. I completed the system test and it showed all was good.

On exam day, I had to wait over 30 minutes for proctor. There were then technical issues and I was told to restart computer, which I did.

Finally got the test going, and 3 questions in - the whole screen disappears. When I tried to relaunch - it would not allow it. No phone number to call.

There was a proctor monitoring, yet did they contact me to see what happened? NO, no communication at all. -- Now I have to wait till after holiday to call them and get this resolved.

HORRIBLE CUSTOMER SERVICE!

I have registered and scheduled my AWS cloud practitioner exam on 18 Mar 2023 on 3.15 PM. as i was logged in for check in process before 30 min as mentioned on the website. first the check in process was taken by lady protector. she verified my ID then she ended the call. then i was waited in queue for 10 min to connect with another proctor. he verified my ID then he asked me to show my exam room space. I showed everything around the exam space. however he said he Cannot view clearly the exam space so soon the support team will reach you even though my network was good and video quality is clear. exam window was closed and the scheduled time have been out. I have stressed and been preparing for this exam for last three months because of their worst exam officers i have wasted my time and losted around 9800 rupees.

I got contacted by Pearson Vue themselves via email on 7th Feb 2023 asking me to call their support phone number and ask for refund or cancellation of an BCS exam as their codes are being discontinued on 28 Feb 2023 and my exam is booked for May 2023 which would have been on old codes. Since, then i have exhausted all options of contacting them not only via the said phone number that was given to me on the email, but via other phone number and emails. Each time, new agent comes and asks me same question again and does not understand the issue even when i replying back to the same chain.

Now, its 28th Feb tommorow and still no outcome on how they will resolve my issue! This company shod really be audited. Please look at their Trust Pilot reviewe. I feel like my money has gone down drain and i will never be able to take the exam as well as get a refund so its stuck.

During the test at the break point my test was logged off causing me to feel rushed on my exam I was unable to come back online until 15 minutes after attempting to get back on to my test there were no additional number provided for me to speak with anyone to assist me in getting back online to continue my test the exam stated the test is still in progress and I was having anxiety because I thought my test would end and be lost after having this experience it impacted my ability to answer the questions and take the test effectively .I am reaching out to you and NCC to see if I can appeal the test to have a retake this issue was no fault on my part and believe I should be allowed a retake.

I was misled by the PTE online support team attached to Hongkong in submitting a form on 27th Oct 2022, whereas my exam was scheduled to happen on 31st Nov 2022. So, they deliberately delayed my right to sit for the exam which I have paid. I was not helped today [protected] at 10.40 am) when I called Andy, Julia, & jack Customer service Supervisors (Hongkong-[protected]). Following is my case in steps.

1. I created a PTE account and reserve the exam date. During registration, I noted that all my first names were not possible to enter in the space allocated due to character limitations. Since the instruction said that my name needs to match exactly as in my passport, I was afraid to shift part of my name to the space allocated for the surname.

2. Five days before the exam, on 27th Oct 2022, I was told by a friend of mine to inform the issue to Pearson. When I contacted the online chat service, I was asked to fill out a form but no reference was given. I clearly informed the person, that I am having the exam on 31st Oct 2022.

3. I did not contact Pearson after that assuming case will be resolved and went to the exam on 31st Oct 2022. And the exam center informed me that I will not be able to sit for the exam and that I have to reschedule the exam. The test center managed to create a case ref for my case and said that I will be able to reschedule Free of Charge.

4. Since my wife's exam was also scheduled on the following day, I contacted Pearson Hongkong center via [protected], and they managed to lodge a case (Her Case No: [protected]) and she was allowed to sit for the exam, despite the name issue.

5. I was not given a proper explanation by Program Coordinators, Abhas G. , Bhasket M. , and Tarun B. when contacted via email regarding this issue. So was the Hong Kong center.

6. If I was instructed to lodge a complaint via calling on 27th, I would have sat for the exam without any issues.

Attached with this complaint is following documents:

1. Passport

2. Email received for the case I lodged on 27/Oct/2022 via the online form provided by your chat staff, Abhas G. ( Copying him/her too)

3. Chat History with Pearson online assistance team.

Not only am I mentally desperate but also financially in a difficult situation to make a payment again, I am quite hurt that, a highly reputed organization like Pearson would have provided me with such a bad experience. The online assistance team did not help me when I contacted them, for a minor issue that I could resolve for my wife.

Seeking a reasonable solution from you.

Thanking

Rajapaksha Mudiyanselage Thilina Oshadi Rajapaksha

ID: PTE001973542

Exam Registration ID:[protected]

Took my exam...at first the proctor had issues seeing my workspace, once resolved. The proctor recommended restarting my computer, I did only to have my test link expired. I notified tech support and magically my link is working. I waited I the que, to only be told "my" network was dropping the internet signal (I'm being told this while on an online call with them with zero voice interruptions). Was told to restart the software to resolve. I restarted the software

and began the process again. I was 81 questions into a 98 question exam and I received the chat notification that my test has been revoked. I could not talk to anybody from the site to find out why. This is the perfect way to steal your money, it takes 2-3 times to pass an exam...save yourself the stress and go to a proctored site for your exam. Thus us a total cash grab

I signed in to take an exam at the 30 minutes prior to starting. All seemed to go well. Everything was working and loading, all my photos uploaded ect, The screen popped up with a small block of my image with recording listed ect. I knew since all photos were sent I was not allowed to leave the camera space. I was #97 in line to take the exam. I waited patiently for an hour until my turn. When it got to about 15 inline I got knocked off and had to sign back in. Luckily I was not banned from taking the test since it has already passed the check in time. Now I am 70 in line. Another hour passes still not taking my test yet. I get to number 1 finally after close to 2 hours. Then a message that they are moving me to the back of the line? Now I am at 38 in line. Very annoyed at this point. Another half hour passes still not taking my test. Finally a proctor says there is an issue with my id. It is expired. My Id was not expired. I explained that to them showed them proof that it is renewed two days before until 2026. They did not understand. everything was there. I was waiting for my REAL ID. I was told by Pennsylvania State Driver's License center that my old Photo id along with the proof of payment to the STATE and the State form showing all my information with the renewal date of 2026, Until my REAL ID came in the mail since they can't print one for me.

It has to come from the Federal Government. What I had shown them was undisputable proof that my Driver's License was valid until Oct 19, 2026. And did not expire Oct 19, 2022. Note the exam date was Oct 20, 2022. They would not accept it because they did not understand the REAL ID process. They will not refund my fee. Other countries should not be proctoring tests for other countries when they do not understand the state licensing system. The proctors were nice and were only doing their job. I was very angry by the end. I had sat for close to 3 hours waiting to take a hour long test. If they thought there was problem with my ID they should have addressed it right away instead of making me wait hours. I'm sure that is why I kept getting put to the back of the line. They whole thing was a major waste of time and money. A horrible experience. I am going to drive the 2 hours to the actual testing site instead of going through this again. It would be much faster and less stressful.

Pearson Vue us supposed to be the testing center premiere however several times they fall short. I don't know if they have a competitor so maybe that's why they feel they can do whatever and the consumer is left helpless. Pearson Vue will not let you confirm an appointment without payment. It's immediate. Yet the consumer has to wait 5 to 7 business days for their refund when services weren't given on promised day. Pearson Vue had updated their system and as result test takers could not take their test at their paid for and prescheduled time. The best Pearson Vue could come up with was "we are sorry" not even Brandon the supervisor of the call center could do anything. As per Brandon, he couldn't even schedule students.

on 26 september i gave the pte test in tuv ludhiana lab 1 at 1;15 pm.Before the exam i noticed that the microphone did not work properly i told this thing to the staff but they denied. i also told please change my cabin but they didnt listen. during exam i faced many difficulties regarding speaking as well as listening also.after the exam i again told this thing to the staff i faced many difficulties during exam. my experience was very bad because of technical issue.i want to refund my money or voucher free of cost.

vinny

[protected]@gmail.com

Exam cost : $210

Time : 100 questions in 115 minutes

I lost nearly 10-12 minutes whilst the app crashed leaving no time to review the answer. The margin of my failure was just 2 marks. i. e scored 723 instead of passing mark 750 out of 1000. I could have scored and even passed if I did not loose my concentration in this app crash. I was panicked by the situation and lost my focus. Also mentioned it to the proctor. The main problem started when app crashed and due my nature I started panicking during the exam which made me loose focus.

I was taking my Social Studies test and they cut my test off at 129 score I passed all the rest of my test this the only one I took online. I am very not satisfied with this company and they let me go through the whole test. The test date was 6/22/2022 they should have still gave me my score for that test I would have my GED by now and now they are making me wait 60 days.

Pearson vue is the only place where you can book Microsoft exams. However their payment service is outdated since it doenst support the Mastercard identity check. I tried Mastercard and Visa. After 40 minutes spent with their awfull support desk i was told there was some sort of block on my account which was lifted. After that i should try again. But it didnt work. Then when i was told if i could provide my creditcard information including my cvc code it would be possible to schedule an exam?! What kind of scam is this? How is Pearsonvue guaranteeing my informatiob wont be leaked? Dont you know about the gdpr?

I Vimaldas Ramadas (case #[protected]) was taking my online AWS Cloud Practitioner exam on Sep, 5th 2022 at 10:45am. After submitting all the required documents and photos of the premises I received a call asking to show the area, all four sides, the desk where I will be taking the exam etc. through the webcam and I was permitted to start the exam. After completing 30 questions, the proctor Nicolle, stopped the exam and sent me a chat saying I am looking away from the screen and asking me to show the premises turning the webcam. I replied back saying I am sorry, but I have not looked away from the screen and I showed the premises turning the webcam. Proctor said everything is good and I can continue with the exam. Then again after completing another 10-15 questions, the proctor stopped the exam again saying I am looking away from the screen even after the first warning. I was replying to him saying I have not looked anywhere else from the screen, I was typing this and clicking to send but the message is not getting sent and I am not sure what the reason is. Then I received another chat from proctor saying he has not received any response from me and so the exam is revoked. I was looking up and down only to move the cursor down the screen to click on NEXT to go the next question. May be this was the reason the proctor was assuming I was looking somewhere else. I do not understand this. I have spent my time and energy trying to take this exam and just because the proctor assumed/misinterpreted something cannot accept this. I was all prepared to take the exam and this has really disappointed me, after completing 45 questions my exam was revoked just because of the proctor's misinterpretation. I have a request that the Proctors should understand how online tests work and not to misguide and make the situation stressful for candidates. It's sad to see these kind of behaviour even after spending so much time, we put our mind and energy to pass the exam!

I ASSUME THE DECISION TO REVOKE MY EXAM AFTER COMPLETING AROUND 40-45 QUESTIONS WAS SOLEY A RACIST BEHAVIOUR FROM THE PROCTOR!

I want images of where I looked away from screen as misinterpreted by the proctor. The decision to revoke was made after me completing around 40-45 questions without even waiting for my response. The proctor didn’t contact me before taking the decision. I value my time and effort what I put forwarded and I need the result. I want to get my certification after considering the questions I answered. I want action to be taken against the proctor, which I feel is a racist behaviour from his/her end. Take a decision as per above and if not I will make sure that I will definitely proceed further with this and move to court.

I tried to get AZ 204 test today and after doing my check in my camera stop working only with VUE program but there is no contact to complain my case.

Order Number: ‎[protected] ‎

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Exam: AZ-204 - Developing Solutions for Microsoft Azure - English (ENU)



Candidate: Damian G Meta

Candidate ID: ‎MS0618563270‎

Registration ID: [protected]



Date: ‎Tuesday, August 23, 2022‎

Time: ‎08:30 AM Brasilia Time‎‎

Appointment Length: ‎120‎ Minutes‎

System test: ‎Test your system‎

Exam check-in: ‎Check in to start exam‎

‎Check-in begins 30 minutes prior to the appointment time or, sign into your candidate website.‎



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Reschedule Policy

If you need to reschedule your appointment, be sure to do it no later than 24 hours prior to your scheduled exam. If you do not reschedule your appointment 24 hours prior to your scheduled exam, you will forfeit your exam fee and/or your company may incur a charge.

Cancellation Policy

If you need to cancel your appointment, be sure to do it no later than 24 hours prior to your scheduled exam. If you do not cancel your appointment 24 hours prior to your scheduled exam, you will forfeit your exam fee and/or your company may incur a charge.

Additional Information

The following data is deleted from the OnVUE system within 60 days:

• The recorded video of your testing session

• Your identification, such as license or passport