Turned Away From Testing Center - No Refund - No Reply

Question

Last week I was turned away from a testing center on test day because my GMAT ID did not have my paternal and maternal last names (only paternal). I was told to contact customer service and they told me that I wouldn't be able to take the test that day but that they would resolve my case by friday of last week. I continued to send emails to try to get an update on the case but no replies. Today, after a 2 hour call with customer service I was told the following:

My case was closed last week - they were never going to notify me
I will not receive a refund or fee waiver for my test
The person who closed my case also closed my name change request - so I still cannot reschedule my test

The service that I received from the GMAC has been so terrible that I feel discouraged from even taking the test again.

gmatophobia · Answer

Did you face this issue when you took the test the first time (the attempt against which you have a verified score) ?

If not, was it the same test center or a different one that turned you away ?

santi913 · Answer

This was my second time taking the test; it was at another test center.

Suraj0184 · Answer

There have been reported a lot of such issues over the last few days. GMAC must notify detailed guidelines for the verification documents to be produced at the Test center.

In fact, a better approach would be to ask for PDF copy of such documents while registering for the GMAT Exam on the official website.

Thereafter, the Test center should be forwarded a copy of such documents to carry out physical verification using original verification documents.

GmatKnightTutor · Answer

Unfortunate situation. Try to open a new customer request for your name to be changed to what your valid current ID is showing. You may want to include a digital copy of the ID in your email to help speed things up.

andrewspraveen · Answer

Last week on Nov3rd I was not permitted to attend my Gmat due to an Name mismatch issue, At the instance the sneaky customer service asked me to mail all the details and promised that they would help me and try to provide a refund or a reschedule, But after two cunning days they just mailed me back saying that the refund is not possible.

I can see hundreds and Hundreds of students being turned down for the same issue. This is an absolute case of monopoly.
If GMAT were a legitimate organization they should have taken some necessary precautions to stop this error. They could have included a portal to update our ID or atleast provide a video link explaining the registration process.

All my efforts went vain, It was so hard for me to study bouncing back from work. I had to travel 3 hours back and forth to work and then come home to study. Moreover I even took a week off before the exam, now I have to bear all these again.

bb · Answer

Wow. That’s pretty crazy and annoying. So you took the test with your ID as it was. Then tried a diff test center and it was a problem…

Sorry. This is pretty annoying. I feel bad. My suggestion would be to approach them on social media and Twitter. I would not be super aggressive as you are talking to a diff employee and try to get them to help resolve the issue. This team has been more helpful and responsive than the usual support team 😬

Posted from my mobile device

santi913 · Answer

I know how you feel - I'm sorry that this happened. Let's hope we can have a great score for our troubles.

santi913 · Answer

That's a great idea, thanks for the suggestion.

ScottTargetTestPrep · Answer

Hi santi913

Did you get all of this sorted out?

santi913 · Answer

Hi Scott, thanks for asking. I had to call approx. 10 people to finally get my name changed. After a week they were able to do so, but I did not get a refund. I was able to schedule a test date though.

kntombat · Answer

Wow, these issues are scandalous. I really do not understand what the hell is going on here.
Mind boggling behavior by PearsonVue and GMAC.

diegomuav · Answer

Hi Santi

Are you Chilean or latino?... Do you have any contact that gave you better help than the first one? Today I had the same problem, I have contacted the GMAC team and they gave me and answer without any relation to my question!

bb · Answer

Ugh. I remember this post. This is so bad. I’m so sorry. My suggestion is contact them on Twitter. They are a lot nicer and more helpful there.

Posted from my mobile device

diegomuav · Answer

Thank you bb, I'm trying to reach them on twitter.

I will keep you updated.

bb · Answer

Good luck! And they are based on the East Coast so it’s 7:30 PM Eastern time and you may not hear back until tomorrow. If you don’t hear back within 18 hours, I would take them on Instagram and other channels 😇

Posted from my mobile device

GmatKnightTutor · Answer

If you reach out for a name change, consider sharing a digital copy of the valid ID you intend to show on the day of the exam.

diegomuav · Answer

Hello everyone
Some updates, after sending 4 emails, they helped me to waiver a 16 days window.
Now, I have to achieve that they change my name and give me a waiver to schedule the test...

bb · Answer

Thanks for the update.
Frankly, keep trying but I wouldn’t hold my breath about them waving the reschedule fee. If they do, it’s awesome but I would not expect it unfortunately based on the past experiences 😢

Posted from my mobile device

GmatKnightTutor · Answer

All the best with your exam. May be worth quickly reading the policy regarding name changes on the MBA website.

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Turned Away From Testing Center - No Refund - No Reply

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