On May 29, 2019 I placed an order in my ETS account for a GRE test on July 3 2019. On the afternoon of June 29 Saturday I received an email from ETS out of the blue, claiming my test has been cancelled. I immediately tried to get in contact ETS, but their phone number didn’t work as it was a weekend day. I had to submit a message through their online form, informing them I didn’t request the cancellation and asking them to make sure my test will go on normally. 12 hours later I received an email reply from ETS, saying my test was cancelled on “June 30”. Apparently ETS does not have a well-organized record and couldn’t keep their story straight. How could the test have been cancelled on June 30 when I reached out to them on June 29 about? During the weekend of June 29 and 30, I made several attempts to contact ETS in the hope that they would find out the cause of this error, fix it, and make sure the examinee can take the test smoothly as scheduled. But their email responses were few and far between during the weekend.
I called them first thing Monday morning. A customer service lady from ETS first told me a full refund had been issued to compensate me, but then she recanted this statement and stated in fact only a portion of the payment had been refunded and there was nothing she could do to change it. I asked they simply keep the payment and restore my test appointment since I never requested a cancellation. ETS refused. They kept changing their story, first claiming I canceled the test on June 30, then ETS changed their claim to June 29. But their story doesn’t make any sense at all.
ETS’s most recent version is that I canceled my test on June 29 at 4:10pm. Records show that I contacted ETS via online form at 4:27pm. I also have evidence that I had booked a hotel for my test. Why would the examinee cancel the test when they have booked a hotel room? How could the examinee possibly have canceled the test when in fact they immediately contacted ETS to keep the test upon the notification?
What would you like the company to do to fix the problem? (optional)
Either restore my GRE test or issue a full refund plus my hotel fees.