Unable to schedule November exam because of Prometric error screen

Question

So I received an email from the CFA Institute telling me to schedule my exam by 15th August post which my exam will be cancelled and fees forfeited (which I find extremely harsh). I have been trying to schedule my exam ever since I registered for it, but got an error screen from Prometric saying "An error has occurred, please refer to your sponsor for additional details.", so I tried to directly schedule an appointment from the Prometric website in which while I can check the availability of the appointments, the CFA Institute does not even show up in the list of sponsors when trying to schedule the exam. I tried calling Prometric directly to schedule it and they asked for my "eligibility number" which starts with a "SO", the only such number I could find was on my receipt I received when I registered for the exam, but apparently that number does not show up on their system. Written multiple emails to CFA and even called them (and was put on hold for hours) plenty of times to never have been connected to anyone, and have received no response. I'm really at a loss for what to do. I cannot believe I will be losing out on the exam (and its steep fees) because of a technical error CFAI refuses to address.

Zee Tan · Accepted Answer

If all else fails, try and collect as much evidence about the issue as possible (screenshots, receipts, PDFs, etc), as well as CFA Institute's lack of response.

Then if you paid by credit card, contact your credit card company and request a chargeback. You paid for a service that was not provided, so you are well within your rights to request one and get your money back.

romintics · Answer

Hello! I did manage to get through Customer Care (the wait was around 40 minutes but in reality I had been trying for 3 hours already, just the call kept being cut automatically, so really as you mentioned, nothing but persistence can get the job done). They solved the issue rather quickly as well, replying to my own complaint email from a week ago which leads me to believe you'd have to call up the Institute to even look at your email. It was an issue from the IT department and I was able to schedule my exam normally through the CFA website. No one else other than CFAI can solve this problem. So if anyone else is facing the problem, only advice is to keep calling!

romintics · Answer

Thank you for your response, I will try my best to do that. Let us hope the situation does not come down to it. I will update this thread as soon as I receive any solution as I see a lot of people are in the same boat as me.