NIGHTMARE GMAT ONLINE EXPERIENCE - Score cancelled by GMAC

Question

So I gave my GMAT Online exam on 21st October and scored a 740 (Q49, V41, IR8). I got an email for successful completion of the appointment a few hours later, but also received an email from the GMAC test security team saying that my exam was under review and that it would take 20 days for my official scores to show up. Perturbed by the email, I obviously rushed to this forum and other sources to find that it was nothing to be worried about and this was the case with all 700+ GMAT online scores. I was relieved.

Only I received an email from the GMAC test security team today that says -

'In our review, there was a test anomaly during your most recent test,  as a result the score for your GMAT™ exam will be cancelled . 
In our analysis of your most recent testing experiences, we noticed irregularities that are inconsistent with the GMAT™ terms and conditions as described in: The GMAT™ Online Policies and Procedures you agreed to when you registered for the test.
If you believe we should review a decision we made about your exam, you may appeal to the GMAT™ Test Security Team within 7 days from the date of our decision.'

I have ofcourse sent a strong worded reply requesting an appeal and complaining about the generic nature of explanation given. I reached out to the customer care numbers, but mba.com website lists only examity customer care numbers, whose representatives have told me that the test had been approved by the auditor on their end and the issue is with GMAC, and that they're unable to provide any further information or a contact number.
On top of that, it looks like I will also not be able to take the online version of the exam again (but will be able to re-take at the centre).

So there were a few anomalies that happened during the exam, but I do not thing they are significant enough to warrant cancelling my scores:
1. The test crashed 3-4 times. I asked the proctor for help and she would pause the exam at her end. Then she would ask me to launch the exam again, and the exam resumed where it stopped. I may have lost a few seconds every time this happened.
2. She asked me once during the final AWA section that I was moving out of the camera frame and so I moved my head to come back. She was satisfied.

Similar things have happened in all my previous online attempts, so I don't think these could be the reasons for cancellation.

I was right in the middle of my applications for INSEAD and HEC, and right now I am broken and disoriented.

What are my options? Is there anyone who's had a similar experience?
If there was a serious policy violation, why would the Examity auditor and proctor clear the exam? (They are aware of all rules and policies)
 bb

GmatKnightTutor · Answer

In case they don't reinstate your score, ask GMAC for a free rescheduling. Mention any indisputable evidence that may be relevant.

"The test crashed 3-4 times. I asked the proctor for help and she would pause the exam at her end."

FALSEnine9 · Answer

Unfortunately, no. I'm having to wait for a reply back on the email.
The customer support numbers provided on the mba.com website redirect to Examity, the proctoring partner for GMAT Online.

At this point I would really appreciate to be able to talk to someone  relevant , but it seems like GMAC has made no such provision.

bb · Answer

Hi. Sorry about the issue. I am going to guess that GMAC does not have, and probably does not want to do phone support with violations and it’s almost like a case review where one person may review and another person may review again and notes may be generic... From my understanding of these situations, no one will likely talk to you about the issue the phone because it is going to require an additional appeal/audit. I don’t think they will be doing it on the phone.

I think they have outlined a process for you to appeal and that is your avenue at this point.

I am sorry about the challenge. I agree and I think it would be very helpful to know the reason for the violation, esp so you can avoid that in the future but that may be something to do after the appeal if it is denied.

For frustration, I can tell you that there’s a reason that these messages are very generically phrased. It’s unfortunate not to have the exact details and I wish they would get some generic parameters but it is what it is and it seems the appeal is the process. It will likely take some time.

I would recommend focusing on what you have been doing and put it out of your mind for now.

I think the question is what is the purpose of the phone call. And what one can accomplish with it… I don’t think it would be a good use of your time at this point. I can also tell you from the past and people communicating with GMAC, including having legal representatives contact them, it was all done via email in the previous years.

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FALSEnine9 · Answer

Hi  bb , Thank you for replying.

The bigger issue for me I think is that I might have to retake the GMAT, and there is no time for that before I submit my applications for INSEAD & HEC in a couple of weeks. I certainly do not want to delay submitting it to R3, as scholarship chances reduce drastically. Until the result of my appeal is communicated, I'm not sure if I can use the score while submitting my application. (My next best official score is 680)

So ideally, I want to submit my applications with the 740 score and have enough time for atleast two possible retakes before the final admissions decision is communicated (in case my appeal is denied). I'm hoping I can reach a similar score so the admissions decision might not be affected.

Is that possible? Do you think I should write to the admissions officer explaining the situation?
I find the situation extraordinary and am unable to find a precedent anywhere on GMATclub.

bb · Answer

Hi. I am again really sorry about this whole debacle with the score cancelation. I am amazed you got a 740 and feel that without interruption you may be able to get a higher score

In terms of your score and using it to apply, it is a tricky question but I can see using it as long as it is in the appeal review. Technically you have a score and you are appealing GMAC's ruling. Even if you don't win the appeal, you have a real score and an explanation you can furnish to the business schools. So as long as you submit your application during the appeal window, I think you can use the score. In case of a negative decision (hopefully not), you will need to be proactive and inform business schools that your score has unfortunately been canceled and that you are planning to retake it ASAP. This is NOT a unique situation and does not reflect poorly on you. If anything it will get you some brownie points for adversity you have faced with the GMAT experience. Then when you retake the test, you can update the AdCom about your updated score. If you have little time, it is best spent focusing on the applications while this issue is out of your hands and out of control. Does this help?

Dddd96r · Answer

Same thing happened to me.please update as soon as you get any.

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Dddd96r · Answer

I have written my exam on 22nd October and I don't remember I did anything which can violate the rule didn't got any worning from proctor too. I have send GMAC. A mail before 2 days to know update on my score they told me to wait for it. Yesterday I got the same mail as you got. I am not understanding the exact reason.

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FALSEnine9 · Answer

Yes, Thank you.

I think that's the way to go about it. It probably makes sense to let the procedure go and then decide later based on the ruling.
I've got an email from them that asks me to submit an appeal and 'include as much information as possible about the day of your exam', so I'll write a detailed account of the entire test experience from my perspective highlighting and explaining all potential anomalies.

Really hoping it works out. Going through the GMAT again will be painful and draining.

bb · Answer

Just checking in if you had any updates from GMAC/Review/etc.

Hoping for the best as well!
BB

PyjamaScientist · Answer

My advice would be to focus on your next attempt because the chances of your score getting reinstated are pretty slim. If you could get a 740 with such hindrances, I am sure you would do good on a distraction-free test.

Australiangeek · Answer

Hello guys. Any updates? I am facing the same issue. Emailed customer service three times already

FALSEnine9 · Answer

Just received the email from GMAC this morning. They've overruled my appeal and the score is permanently canceled. They won't even tell me what the exact violation is. They've also banned me from taking the online exam for a year.
It's frustrating, but I'm going to re-attempt at the center in a couple of weeks. I also just applied at INSEAD a couple of days ago with the 740 score, so will be dropping an email to my AO explaining the situation. I just hope this mess does not affect my interview invite decision.

For everyone who's facing a similar issue, just know that each case is different. You might or might not be able to get it reinstated. Just read the online GMAT's terms and conditions in detail again and choose your words carefully when you write your appeal, making sure you do not contradict any policy.
If your scores get canceled regardless, you'll have to re-take it at the center. I know how devastating it feels but consider it another test of your perseverance and grit; Hopefully the adcoms will appreciate it.

All the best.

PyjamaScientist · Answer

So sad to hear this news.
If you've used the cancelled score in your application. I'd advise you to write an in-center test ASAP. Or it might delay your application process.

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Australiangeek · Answer

Can we sign a petition against gmac? This is so stupid from their side to cancel a score withiut any explanation

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Flypaper3533 · Answer

I'm sorry to hear that. I'm a little nervous too because my second online attempt has been 'pending at auditor' on Examity for a couple of days now. My first attempt was 'Approved by Auditor' right after the test.

Do you know if your GMAT also said 'Pending at Auditor'? Also, did they cancel your previous GMAT online score? I received a couple of warnings about my head moving out of view, same as my first attempt.

FALSEnine9 · Answer

My exam was cleared by the examity auditor pretty quickly. In your case, the delay might also be due to increase in number of GMAT tests this time of the year. They might just have a lot of backlog.

GmatKnightTutor · Answer

I also just applied at INSEAD a couple of days ago with the 740 score, so will be dropping an email to my AO explaining the situation. I just hope this mess does not affect my interview invite decision.

Make sure to mention GMAC has not banned you from taking the GMAT itself - and that "...I'm going to re-attempt at the center in a couple of weeks."

Providing a date by which you should have a valid score may help an AO decide whether to give flexibility perhaps.

FALSEnine9 · Answer

Yes, I've done both those things. AO has been kind to understand the situation and has decided to put my application on hold until I submit the new score.
I've mentioned that I intend to submit the score a couple of weeks before the Interview decision date. Hoping it works out.

Archit3110 · Answer

First of all this is very usual as a response to expect from gmac .. I would advise that you should focus towards at center exam now that you scored 740 in online exam so replicating same performance should not be a concern..

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