ComplaintsforProctor U
Educational Consultant
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Complaint Details
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Initial Complaint
12/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
During my exam that I took, The computer froze due to something on their end. I was unable to answer any questions as time was passing for about 5 minutes. The proctor was not answering. I called ETS to get help and then all of a sudden a proctor came on and fixed the issue and exam, Now my test scores are under review for cheating when i did not, but simply called ETS to help their issues during my exam. I need these scores for my current occupation. I recieved a 168, and the other times I took the Math exam. I instantly obtained scores with no review.Initial Complaint
10/29/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On October 14th, 2023, Proctor U and ETS Praxis allowed me to test with my computer not quite meeting all requirements to test at home for 1 of the 2 tests I attempted to take on this date. My ram usage was over the allotted percentage according to their website on both tests. I was allowed to take the first test but I was not allowed to take the second test. I spent a week emailing back and forth with Praxis and they refused to a) issue and refund and b) allow for me to reschedule for free. My computer was meeting their requirement when I did the pre-check before checking in and after they downloaded their secure browser and other items it caused the computer to not be in compliance. I wish for the company to recognize their wrong doing and issue a formal apology and to refund my money for the test.Initial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The proctors claimed that I was running unauthorized software in the background. By the rules of the test, I must run screen-sharing software so the proctors may monitor my computer. The software running was ***** Webex, a widely used screen-sharing software. Until this issue, I didn't even know Webex was on my computer, but I was almost certain that I was required to download it before my first test in November of 2022. To that point, proctors screened my computer multiple times during my November test and the first half of my June 2023 test, and no issues were found. It wasn't until halfway through that; somehow, I was running a software magically.Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
- February 20, 2023, and April 1, 2023 - Paid for a service I didn't receive - $166 each time - I paid to take an online test through ProctorU. Before beginning both tests the proctor assigned to me said that something was running that should have been and they were able to tell me what it was the first time but then they kept saying they could not tell me what else was running and told me there was nothing else I could do. I know there was nothing running on my computer at the time of either test. Both times, instead of helping me through the problem the proctor turned off my test and when they told me to contact the customer service people, they were nothing but rude and told me there was nothing else they could do to help me. Both times, I hadn't seen anything test related, yet they still refused to give me money back to retake the test. When speaking to customer service, they couldn't give me any details on what exactly happened with my test and told me that there was nothing they could do and I would still have to pay out of pocket for another test and wait another 28 days to take another test.Initial Complaint
02/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was taking my social studies praxis for my teaching license. It was scheduled for 2:30 but due to technical difficulties I did not begin the exam until 3:30. From my understanding I still had an hour to complete my exam. At 3:30 I was exited from my test. I was not finished with my test and due to anxiety I was secretly upset where the proctor continued to say you need to calm down and that I needed to be honest about what happened to my test. I was upset during the exam because I studied the materials THAT WAS GIVEN TO ME FROM THE TESTING COMPANY but only a few questions on the test came from that! After the proctor figured out the issue he stated that my test was over that I had ran out of time. But I was only on my test for around 30 minutes so from my understanding I was shorted 30 minutes to complete my test!Initial Complaint
02/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On February 24th 2023 I took an exam administered by Proctor U and it was one of the worst online experiences I've ever had to suffer through. It took Proctor U 90 minutes just to get me into the exam all because they coldnt confirm my account. . I was forced to talk to an incompetent chat tech for almost 45 minutes, then transferred over to another tech that required I download different software and still couldn't resolve their issue. After I finally got into the exam with the exact account they couldn't send a confirmation to the proctor wouldn't accommodate my hearing disability after I repeatedly told her I have one and can't hear her. No video transcripts like Zoom has and she couldn't be bothered to type in the chat. When I would tilt my laptop to get the speaker closer to my ear she demanded I place my laptop flat. The lack of accommodation for my hearing disability is completely unacceptable.They she made me fill out her performance review before she would disconnect from my device that she was no longer authorized to have access to since the exam was finished and closed out.I have to make sure that any accounts associated with me are permanently deleted. I don't trust Proctor U to keep my data safe after the incompetence I witnessed first hand and their last major breach on July 27th, 2020 where ******* student records were hacked. I will certainly NEVER use Proctor U again.For the record I own a Information ****************** Service Provider (MSP) company and understood the issues far better than anyone I spoke with at Proctor U. They do not have competent IT support people working at Proctor U, this was not a technically difficult issue to resolve, it was only difficult for them.Initial Complaint
03/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Dear Madam/Sir,My name is *************** and my ETS ID is: ********. The email I used to register for this test is:******************. I need to file a complaint about my test at 1:20 pm(ET) today(Mar 2nd) was interrupted and suspended by proctor from proctorU for no reason. I have called ProctorU and filed a complaint with the case number as: 2496389.The thing is I was interrupted by the proctor and my test was suspended 5 minute before the end of the test, after that I asked for the reason and the proctor just ended the chat very rudely by ignoring my question.More details on this is that when I worked on independent writing in the last session. She asked me to do the screen check one more time for no reason, and I already did after I got back from my break. After that, she asked me to quit a *** app, and I closed it as she told me. I guess the reason she ended my test before I completed it is for the *** app. But this app have nothing to do with my test, and the proctorU has all the recordings can support my claim, and there is no proof to show that the *** is opening having influence my test, and there are ABSOLUTELY NO CHEATING, NO COMMUNICATION for my test. The first proctor just can ask me to close this app before starting the test. The app is not closed just because I use the *** to connect to a Chinese website (kmf.com) to practice the reading and listening session, I prepared until the last minute of my test, so I forgot to close it. Another reason is that I believe if there is any application that is not allowed for the test the proctor will ask me to close it.I believe the first proctor ***** should take the responsibility for not carefully screening on my laptop, as I already ***** full control of the screen and allow him taking control of the mouse before the starting of the test.Besides, even though the *** is open, there is no data, no communication happened, or influenced my test, the background monitoring activities and recording can support m
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.