Menu
Educational Testing Service [ETS] Customer Service Phone, Email, Contacts

Educational Testing Service [ETS]
reviews & complaints

www.ets.org

Learn how the rating is calculated

1.2 34 Reviews

Educational Testing Service [ETS] Complaints Summary

2 Resolved
32 Unresolved
Our verdict: If considering services from Educational Testing Service [ETS] with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Educational Testing Service [ETS] has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Click here to get notifications about new complaints of Educational Testing Service [ETS]. We promise not to send you any unrelated messages
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review
File a complaint

Educational Testing Service [ETS] reviews & complaints 34

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
0 review
Sort by:

Newest Educational Testing Service [ETS] reviews & complaints

ComplaintsBoard
S
12:05 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Educational Testing Service [ETS] - Not allowed appear in TOEFL exam, (Delhi, India) - Appointment Number: [protected]

Dear toefl board I am writing to complain about my inability to take the toefl examination on 30/9/23 due to not having the proper documentation. I had already paid the high examination fee, and I was very disappointed and frustrated to be turned away at the door. I had carefully reviewed the examination requirements and believed I had all the necessary...

View 0 more photos
Read full review of Educational Testing Service [ETS]
ComplaintsBoard
N
12:08 pm EDT

Educational Testing Service [ETS] ProctorU

You need to STOP using ProctorU immediately! I am taking a career altering exam and could not be any more angry, disappointed and frustrated than with the process. I have been disconnected from ProctorU over 14 times due to proctor error. They barely speak English and are very difficult to understand when you have to deal with them remotely and on the phone. Both times it has taken me over two hours to get logged in to my exam! I have never had such an issue with any other proctoring site as they use them frequently for school and have for the past three years. These tests are crucial for excelling one’s career in the department of education, and if they are a complete failure as a company and it is embarrassing that you continue to use them. They poorly reflects upon ETS and their staff.

Desired outcome: Use a new proctoring company

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
K
10:44 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] School Leadership Series

On Jan.28 I attempted to take the SLS 6990 at home. After the proctor checked my testing area and computer she started my test. Immediately after starting, it stated my test was terminated. I have contacted ETS numerous times to determine why my test was cancelled and that I needed my money back or a voucher so I can take the test at a testing center. When I called today, Feb. 21, the woman I spoke with was very rude. I told her my problem and the only thing she told me was that my case was still under review. Rather than listening to me, she hung up while I was mid-sentence. This is not professional behavior. I expect better from a company that is in charge of tests that must be taken in order for our nation's teachers and leaders to be certified.

Desired outcome: I would like my money refunded or a voucher in order to take my SLS 6990 so that I am able to graduate on time.

Read full review of Educational Testing Service [ETS]
Hide full review

Is Educational Testing Service [ETS] legit?

Our verdict: Complaints Board's thorough examination reveals Educational Testing Service [ETS] as a legitimate entity with notable strengths. Despite a 5% resolution rate on customer complaints, which invites a closer look, Educational Testing Service [ETS] stands out for its commitment to quality and security. Clients considering Educational Testing Service [ETS] should delve into its customer service record to gauge compatibility with their expectations.

Educational Testing Service [ETS] earns 91% level of Trustworthiness

Perfect Trust Endorsement: Educational Testing Service [ETS] achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Educational Testing Service [ETS]. The company provides a physical address, 7 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Ets.org has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Educational Testing Service [ETS] website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Ets.org has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Ets.org you are considering visiting, which is associated with Educational Testing Service [ETS], is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Educational Testing Service [ETS] as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Educational Testing Service [ETS] website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Ets.org appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Adult content may be available on ets.org. It is important to be aware of potential risks and to use caution when accessing or engaging with such content.

However ComplaintsBoard has detected that:

  • While Educational Testing Service [ETS] has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 5% of 34 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Educational Testing Service [ETS] protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Educational Testing Service [ETS]. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
H
12:18 pm EST

Educational Testing Service [ETS] PPAT assessment

My name is Helen Hargrave. I am a student at Coppin State University who is trying to register for the PPAT Assessment for my course. I called February 6 on a Monday to register and pay the late fee. I was told someone would call me back for the transaction process. Today is Wednesday, February 8 and I still haven’t received that call. I don’t understand why it’s taking very long to complete my registration. I am literally trying to pay the fee so I can access the test for my class. If I don’t complete this assessment, I cannot move forward in the seminar and that will ruin my chances of graduation.

This is unprofessional on ETS’s part failing to help me proceed in the registration process. I have been calling them for days just to be left on hold for a long time. Plus, I emailed them and haven’t received a response. I don’t have time for that. The registration should be a quick process. This is stressing me out. If my issue isn’t resolved today, I will go to my professor about the issue.

There needs to be a new company or this one must be restructured. This organization outsources their agents and I can barely understand them. This is another issue, but my main problem is the transaction department not calling me to pay the late fee. I will have to do more business with ETS later on to take praxis exams. They make me rethink about becoming a teacher. I am not giving up, but ETS employees should have care about its consumers.

Desired outcome: To receive a call from the transaction department to pay the late fee so I can access my PPAT Assessment.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
L
1:03 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] Unfairy judgement and cancel my score

Hello.Congratulation for new year. I had gre exam on 24nov2022. I was connected from iran, because of internet limitation here no one cant connect freely so we had to use vpn. Before the test started, my exam proctor check my system and it was completely clean, only vpn was on and it is normal for connecting to international website in iran and I am sure you heare about it. After my system checked the gre exam started. 02 weeks before the exam I had eye operation because of my eye deviation and its documents are available so all the time tears come down from my eyes but I was scared clean my face and your proctor misunderstood. One time during the exam proctor check the room again and all the time door was in camera vision and no one couldn't enter the room or gone out. After 4 stressful and tiredly hours the exam finished and I was wait for my score in my account. After 15 days I send more than 20 emails but my score was unavailable for 30 days. Even I called 3 times to tsr and you know how much its difficult to call to usa from iran but I did. After 30 days one email received which I cheated and my score cancel. All the world felt apart on my head. I want be the best of myself so I never cheat anyone. Dollar is expensive here in iran and really I cant attend again to the exam, there are lots of problem here for woman so please consider god and help me with review my exam. Swear on god I didn't do and wrong things in my exam time and didn't cheat you. Please review my exam and judge truly. Please please please

Exam date:24nov22

Name:parandeh, yasaman

Registration no:1720784

My birth date:25mar1986

Appointment no:[protected]

My ets id:4pfdebe2

Name:parandeh, yasaman

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
M
8:44 am EDT

Educational Testing Service [ETS] toefl

I sent this complaint on the 15th October to [protected]@ets.org, I received an automatic reply stating that I will receive a response in two days. I received nothing to date.

Dear Sir, Madam,

I am writing to complain about a technical problem with the TOEFL test which affected my ability to fully take the TOEFL.

I took the test on the 15th October 2022 at the test center located at Buea Linguistic Center Box 14, Long Street, Middle Farm, Buea, Cameroon.

First, the test at the center started 30 minutes late at 8.30 AM rather than 8.AM. Further, during the test, after the first task of the writing section, the instructions concerning the second task appeared on the screen, however when I clicked to continue to the second task, the essay topic didn’t appear, instead my test ended . I didn’t see the second essay topic nor was I granted the chance to submit my essay. I immediately called the monitor and explained the problem, to my surprise the monitor clicked on the command to get my unofficial scores, I am unsure whether he reported or canceled the scores as immediately after the incident he told me and all the other students in the room to stand and get outside. When he asked us to get in again, I couldn’t resume the test, thus I didn’t take the test fully.

I want to precise that I only followed the instructions on the screen and did nothing more.

This technical problem prevented me from completing the TOEFL, I was not granted an equal opportunity to demonstrate my abilities.

For the record, my personal information is as follows:

• Full Name: NDJANG MVOTTO Michaella Esther

• Address: Rue des Cocotiers, Bonanjo, Douala Cameroon

• Date of birth: 09-12-1999

• Daytime telephone number: +237 [protected]

• Email address: [protected]@epena-law.com

• Appointment Number: #[protected]

Thank you for your time,

Desired outcome: I would like to take another test or to have my test assessed on 105 point only rather than on 120

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
C
11:25 pm EDT

Educational Testing Service [ETS] TOEFL home edition

I am a TOEFL ibt test taker, and I took the TOEFL ibt test on June 7th, 2022 07:20 PM (CT). The test registration Number is [protected] and My ETS ID is 33EE4DH9.

I have not received my scores yet. I was notified that my scores are on hold, and that the review should take between 2 - 4 weeks.I have sent many emails to ETS and called the OTI department several times, but I didn't get any meaningful response. Each time have been told that my exam is "under administrative review" with a suggestion that I needed to wait.

I have strictly followed all the guidelines and instructions provided to me on the ets website. I didn't disobey any test taker's rules on my test day, and I received no warning from the test assistant. I worked so hard and I’ve spent two months working day and night for this test. I accept the reasonable review from the ETS. But ETS cannot hold my scores randomly without any reason. I paid for the service and I think I deserve their feedback. However, they did not provide the service that they said on their website.

Now four weeks have already passed, and I have not been notified yet. I wish to know if possible what is the reason for the delay, and for the review to end as soon as possible.More importantly, I do hope ETS could report my toefl test score as soon as possible as it may cause significant negative effect to my graduate school application.

Desired outcome: release my score finish the jobDelivery

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
M
8:01 pm EDT

Educational Testing Service [ETS] PRAXIS Exam

I took two tests last July 2021. I had technical issues with the first test but went ahead and took the second one. After I took the first test, I never received the scores. I was told that I owed $60. I paid it and still couldn’t see my scores. I called and was told that I still owed $60. When I finally got someone in Customer Service, she told me that they received my payment, but instead of it going through, I had received a refund instead! I received no receipt of the payment, nor did I receive any statement of a refund. I paid the $60 again today. I’ll see in a few days whether or not I actually receive my scores. This is truly the worst customer service experience I’ve ever encountered!

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
L
5:01 am EST

Educational Testing Service [ETS] GRE General Test

Hello , I am Alpha omar leigh . Today I was supposed to take my Gre general test . But unfortunately I made a mistake on my date of birth on my passport , and I was not allowed to take the exam. Attached is a copy of my passport. I am from Sierra Leone , and I am in Guinea right now for the test. I was given one week leave for this exam so I can fly to Guinea to take the test. I am currently staying in a hotel which is costly and i am supposed to go back to Sierra Leone on monday so i can get back to work. Please, I am pleading for the error to be sorted and reschedule the exam on either on 4/3/2022 0r 5/3/2022 please , I have spent a lot of time and effort on this test , just to know that there is an error on my date of birth. There is no test center in Sierra Leone and I am paying for a hotel every time I sleep there. I am pleading for rescheduling as quickly as possible, or if i dont report on Monday for work in Sierra Leone I will be sacked from my job. Please help me.

From Alpha Omar Leigh.

Desired outcome: For information to be rectified and my test be schedule for 04/03/2022 or 5/03/2022

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
M
6:53 am EST

Educational Testing Service [ETS] Issue regarding the scorecard

My self M.VinodRamanaI had taken the GRE test on 5 th november 2021 by test at home after 15 days i got my scores.And i was happy with my result and after that i was ready for reporting the scores on 10 february 2022 by that time i go through with my profile on ets website, it was showing that scores were not available.I had raised the mention my issue to the customer care they said that they had raised the complaint and given the case id and said that to contact the testing department but from the testing department there,was no response from them .I was in a confused state that not knowing what to do could anyone please help me .My entire future,career and life was depending up on the score card .

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
H
1:21 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] TOEFL Exam terminated for no reason, no explaination, no refund.

I was scheduled to take on April 14, 2021. The exam was unfarily terminated even before i entering it for no reason. The protocol staff checked everything on my laptop with me. I did exactly whatever the staff told me to do. I was merely following instructions. The only software that was running was VPN. Then it was just suddenly terminated at the last step. I could not even enter the exam. The staff had no idea what was going on. She contacted the IT guy, but the IT guy didn't work it out either.

I think it was a technical problem. It was absolutely not my fault. So I need ETS return my money and give me an answer! My ETS ID: 43E4B6F8. Incident: [protected] Please do not ignore me anymore.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
S
9:09 am EST

Educational Testing Service [ETS] GRE official score

Hello sir/madam. Myself Sourab Kulkarni from India. I had written GRE General test on 28th November, 2021 from home. I still haven't received my official score in my ETS account. I got a reply that my scores are under administrative review. I tried contacting helpline but didn't get any response. I need my official scores for further process. I kindly request you to look into this and send my scores as soon as possible. ETS id- sourabhk06, 16# appointment number - [protected]. Thank you.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
H
2:22 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] Request for the refund

ETS id:2XF84FA4
Appointment id:#[protected]

My test has been closed automatically and showing error that "please inform the assessment administrator".The proctor chatbox was closed and when in tried to reconnect it was showing session successfully fulfilled .I did not even finish 60% of my test, I had two sessions to be completed and an hour left for the end of my test. I want refund so that I can book again and take the test.

I request you to do the refund so that I can reapply for the test.
Please intiate the refund as soon as possible so that I can reapply for the test

Desired outcome: I need the refund as soon as possible

Read full review of Educational Testing Service [ETS]
View 0 more photos
Hide full review
ComplaintsBoard
D
10:09 am EDT

Educational Testing Service [ETS] Gre general test (score is still unavailable after 20 days)

I took the test on September 16th at home, but my score is still unavailable online. I called Integrity Office last Wednesday and my analysis told me that my score would be available in few days if nothing was wrong after she reviewed it. However, I called THREE TIMES this morning to keep updated with my score, but every time once the representative transferred me to my reviewer, the phone automatically got hanged up. My ETS ID is 6PEG5AA3.
The appointment number is [protected]. The case reference number is 7083763.

Desired outcome: Please let me know the exact date that my score will be available.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
M
12:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] Scores and Customer Service

I've been attempting to contact ETS customer service to discuss a matter related to scoring reports. I've literally been on hold for hours on the phone and on the chatbox option. There is no viable way to reach this lousy company without wasting a whole day on the phone. additionally, their phone system periodically says there is 5 min remaining to speak to a representative, but it's closer to an hour. It's false and fake information.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
S
5:18 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] Havent received score

I took the GRE on Nov 15th, as of yet I haven't received scores nor any answers; scores are available 10-15 business days per ETS. I originally emailed ETS on Dec 3rd. They state it can take 7-10 business days; it is WAY beyond that. I spoke to someone on Dec 11 via a call to the customer support center. She explained that my scores were available but were "on hold for investigation". She assured me a "supervisor would expedite it and scores would be available 24-48 hours". I called again Dec 22nd. I spoke to someone again who stated the supervisor was right on it. She stated a supervisor would reach out to me personally to apologize and my scores would be available 2-3 business days. I spoke to someone again 12/28; representative #2201. After being on hold for 47 minutes, my call was finally answered. She commented "Ive forwarded this to the support team and you'll get a resolution in 7-10 business days. I asked to speak to a supervisor, as I had been given this excuse WAY too many times. She placed me on hold again, only to come back and state a supervisor wasn't available. I told her I could wait on hold all night, but I needed to speak to someone about this. After a few more minutes on hold, I was told "My supervisor cant speak to you right now, but she did assure me that this would be expedited". I find it rather odd that a supervisor would relay this message and not speak to me directly. I asked what their definition of expedited was. Again placed on hold... to speak to the supervisor who refused to speak to me directly. When the rep got back on the phone she replied "1-2 business days". I asked what about the 1-2 business days I was promised on Dec 11. The representative simply laughed... and then proceeded to tell me she understood this was frustrating. I took my exam Nov 15th- paid good money to take it. Scores are supposed to be available 10-15 days. It is significantly past this and customer services has been an absolute job. This is completely unacceptable and I would like it to be resolved immediately.

Desired outcome: I would like access to my scores and copies of the GRE scores sent to my selected universities immediately.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
S
5:19 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] gre, toefl

Hi, I am highly disappointed with ETS GRE and TOEFL products and services. The deadlines for all the PhD programs are coming and I need to send the scores before deadlines. But for no reason whatsoever, the system has started giving me 481 error and I can't do any payment for sending the scores. I have contacted the customer services and they haven't got back yet. This is NOT accepted.
Also, some schools require me to send the unofficial copy of my TOEFL scores and there I see the picture taken of me did not come well and I am not happy about it. After charging us with such amount of money, all I get is disappointment.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
A
7:05 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Educational Testing Service [ETS] ticket purchasing at counter

I buy for my brother tiket from bukit mertajam to kl sentral. At the counter the staff ask . Did your brother are students . And i said yes . When i want to pay . The ticket are discount untill 40% . And im like . Oh maybe this is student price. The staff didnt ask me if my brother have ktm virtual card or not . They just print out the ticket . And then i pay. When in ets for ticketing inspection My brother need to pay the punishment because he dont have the student card. So next time the staff should ask first either the passenger have student card or not.

Read full review of Educational Testing Service [ETS]
Hide full review
ComplaintsBoard
J
2:54 am EDT

Educational Testing Service [ETS] customer at the entrance gate

I'm sending my mum(age 77) by eat train at 3.10pm to Ipoh. At 2.45pm dated 28/4/2019 I went to the entrance gate to ask for help to leave my mum's luggage at the side as she walks with a walking stick and I'm a single mum with one kid. I asked help from the grab driver to send my mum up stairs. The customer service girl who was welcoming the passengers was very rude. She refused to listen and help. I can be contacted by this number ([protected] jasmine) would appreciate if you could kindly contact me. They were busy putting henna.

Read full review of Educational Testing Service [ETS]
View 0 more photos
Hide full review
ComplaintsBoard
B
8:06 pm EST

Educational Testing Service [ETS] luggage storage area

I've had a discomfort journey in riding ETS (No:9222) as my booked seat was located beside the Luggage Storage area. Throughout a 5 1/2 hours of journey, i was not able to have a proper nap/sleep at my booked seat as the luggages stored at the area kept on moving as the coach too moves. If its only 1 luggage, i can understand, however, I cant be bothered no longer by the fact there were 3 luggages moved towards my seat and hit me. This happened few times in throughout the journey. It seems that i'm a luggage keeper who had to hold the luggages from moving around. Such a discomfort! I STRONGLY RECOMMEND for something to be done such as installing a barricade to ensure luggages from moving around and caused inconvenience to the passengers same as mine.

Read full review of Educational Testing Service [ETS]
Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Educational Testing Service [ETS] contacts

Phone numbers

+48 228 900 017 +1 (609) 921-9000 More phone numbers

Website

www.ets.org

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Educational Testing Service [ETS]?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Educational Testing Service [ETS] Customer Service. Initial Educational Testing Service [ETS] complaints should be directed to their team directly. You can find contact details for Educational Testing Service [ETS] above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Educational Testing Service [ETS]. Discuss the issues you have had with Educational Testing Service [ETS] and work with their customer service team to find a resolution.