Hi, my name is Rhonda Morris and I have not been able to complete the HUD HC exam because of technical issues. I have spoke with HUD and this is the dialogue from our "chat" conversation.

Support for your exam
case # 01357732

Hello Rhonda,

Agent Leila W
( 54s ) Leila W: Hello, thank you for contacting Kryterion Support my name is Leila.
Before we continue, please provide the email address associated with your Webassessor account.
( 1m 8s ) Rhonda: rmorris@salisburynhs.org
( 2m 21s ) Rhonda: Hi Leila. I was billed for an exam I was unable to take because of technical issues. Can you look back in my log and see if you have any chat proof that I attempted the exam? The date was August 18 at 1430 hours.
( 3m 9s ) Leila W: Sure, one moment please while I look into this for you
( 5m 31s ) Leila W: I do see that you reached in live chat on the 18th
( 5m 49s ) Rhonda: Ok, so I should not have been charged... how do I dispute this?
( 6m 32s ) Leila W: One moment please
( 9m 50s ) Leila W: Please allow me 3 to 5 minutes to look further into this for you. I want to provide the best resolution possible for you
( 10m 5s ) Rhonda: Thank you, what if our session times out?
( 10m 32s ) Leila W: You can type a message when prompted by the system
( 10m 45s ) Leila W: Or just a letter will work as well
( 10m 51s ) Rhonda: ok
( 17m 37s ) Leila W: I have located your account and I see the exam that was scheduled on the 18th. There are also other exams that were scheduled for the 24th, 28th, and the 29th. Are you requesting a refund for the charges on the exam registered on the 18th only?
( 18m 31s ) Rhonda: Unfortunately, NONE of the exams were successful due to technical difficulties. Yes, please assure I will not be charged for the failed attempts.
( 19m 6s ) Rhonda: Thus far, the only one I should be charged for was the one taken at a testing center on August 13th.
( 20m 12s ) Leila W: Had you contacted HUD at anytime for assistance in rescheduling the exams before registering ?
( 20m 40s ) Rhonda: No? I was not aware I was supposed to?
( 22m 36s ) Leila W: Yes, once the initial exam lapsed into an expired state due to the technical issues, they should have assisted in either rescheduling or providing you with a voucher.
( 23m 16s ) Rhonda: I knew nothing about this... and they do this via email? They should've reached out to me? Or was I supposed to contact them?
( 25m 19s ) Leila W: I am not aware of their internal processes but, when we assist HUD test takers with technical issues and they require a reschedule due to these issues, we allows advise them to reach out to HUD for rescheduling assistance
( 26m 3s ) Rhonda: Ok, I will keep that in mind as I press on to pass this test.
( 26m 15s ) Leila W: Do you have their contact information?
( 26m 42s ) Rhonda: no
( 29m 4s ) Leila W: Let me provide that for you. Tell them that you have paid multiple times for the exam and that due to technical issues you were unable to sit for any of them. Let them know that the exams are either cancelled or have lapsed into an expired state. They should be able to assist you with returning the fees. Or at least allow you to retest without being charged again
( 29m 27s ) Rhonda: Thank you sooo much!
( 29m 51s ) Leila W: My pleasure, let me get that information for you. One moment please
( 31m 59s ) Leila W: https://hudhousingcounselors.hud.gov/support and the support number......800-448-7149
( 32m 47s ) Rhonda: Thank you very much!
( 32m 58s ) Leila W: You are welcome!
( 33m 57s ) Leila W: Thank you for reaching out. Are there any other questions or concerns that I can address for you?

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Best regards,

Nicholas
Kryterion Support
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