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Refund not received for cancelled AWS certification exam despite confirmation

0

Hello,

I’m seeking help regarding a refund for a cancelled AWS certification exam. The exam was cancelled due to an OnVUE software failure. A Pearson VUE support agent confirmed in writing that I would receive a refund within 7–10 business days. However, even after several weeks, the refund has not been processed.

** I have already:**

  • Submitted the chat transcript where the refund was confirmed
  • Shared video evidence of the exam failure
  • Provided proof that no refund was received in my account

Despite repeated follow-ups, I’ve been redirected between multiple regional Pearson VUE teams, but no resolution has been provided.

Question: What is the correct escalation path within AWS Training & Certification when a Pearson VUE refund is confirmed but not processed, and regional support teams are unresponsive?

Thank you for your guidance.

Topics
Training and Certification
Tags
Training and Certification
Language
English

asked a year ago350 views

1 Answer
0

For your situation with an unprocessed refund for a cancelled AWS certification exam, I recommend the following escalation path:

  1. Contact AWS Certification Support directly. This is the most appropriate channel for resolving certification exam refund issues, especially when Pearson VUE support has been unresponsive. You can reach them by creating a support case through the AWS Certification portal.

  2. Create a detailed support case with AWS Training & Certification by visiting the support contact page at https://support.aws.amazon.com/#/contacts/aws-training. Include all the evidence you've already gathered (chat transcript confirming the refund, video evidence of the exam failure, and proof that no refund was received).

  3. If you haven't already done so, you can also create a case with AWS Support through the AWS Management Console. Select "Account and Billing Support" and then "Billing" as the issue type. Provide a comprehensive description of your situation, including the timeline and all previous communication attempts.

When submitting your case, be sure to include:

  • The date of the cancelled exam
  • Your AWS Certification account ID
  • The exam voucher code (if applicable)
  • All communication records with Pearson VUE
  • The specific amount that was to be refunded

Typically, refunds should appear in your account within 24-48 hours after processing, though it can take up to five business days for the funds to appear in your financial account. Since it's been several weeks, this clearly warrants escalation.

If you still don't receive a response after contacting AWS Certification Support directly, consider requesting to speak with a supervisor or manager who can address your case specifically.
Sources
Product refunds in AWS Marketplace - AWS Marketplace
Delivery failed | AWS re:Post
Voucher expired while booking from pearsonvue but from AWS account it expire on June 10 | AWS re:Post
please refund a bill,bill ID: 1792774229 | AWS re:Post

answered a year ago

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