ETS complaint: Outstanding balance from Service not Provided

ETS is withholding test results from an exam I paid for and completed in 2022 due to an outstanding balance from a prior at-home test which was never fully administered.

Following repeated attempts to contact them about the at-home exam service never being performed and being given the runaround (and ETS providing no explanation), I disputed the charge through my financial institution, they determined the dispute to be valid, and issued a credit to my account. Unfortunately, this led to ETS charging me twice for the at-home exam (confusingly) and three times for the single charge back from the credit card company.

Their responses to my recent inquiries have just been to essentially state that the balance exists but still offer no acknowledgment or explanation for why the test wasn’t administered, I was charged twice for one service not provided, and I was charged three times for a single charge back.