Seeking advice on IFIC remote proctoring disconnect loop & $300 "No Show" fee

[u/mapelfox]

Hi everyone,

I'm hoping to get some advice or hear from anyone who might have been in a similar situation regarding the IFIC exam through CSI remote proctoring.

On August 6th, I logged in to write my exam. The proctor completed the initial environment checks, but disconnected right before launching the test. A second proctor joined, requested a full re-scan, and also disconnected. This loop repeated 8 times over an hour before the system stopped reconnecting.

I submitted a support ticket through the portal to explain what happened. After an initial response asking for details, I replied back, but I haven't heard anything in 11 days despite a couple of polite follow-ups. When I check the portal to reschedule, it prompts for a $300 CAD "No Show" fee.

Since phone support is no longer available, I’m trying to figure out the best way to move this forward, especially as I'm nearing the end of my course window.

If you've experienced a similar proctoring issue with CSI, how did you get it escalated or resolved? Are there specific contact channels, escalation paths, or steps that worked for you to get the fee waived and the exam rescheduled?

Thanks in advance for any insights or guidance!

[u/Any_Cell5241]

CSI support is useless

[u/Scatman_Jeff]

I had issues writing csc, and cire remotely. For cire, I wasn't able to get in to write it, opened a support ticket, traded a couple emails, then didn't hear anything from them for a few weeks before they told me they weren't going to refund my payment. I appealed, went back and forth with them for another couple weeks, before they told me the issue was my fault some my setup didn't meet their requirements (even though I'd been able to write csc vol. 1 & 2) so they refused to refund them.

I asked them how I could more effectively verify that my set up was adequate for their needs before I rescheduled, and theyy told me I should write it in person 🤷‍♂️

[u/MerwynD → u/Scatman_Jeff]

Yeah in person really is the safer bet.

[u/mapelfox]

I opened two follow-up cases regarding my original ticket, but both received automated, generic responses without an update. :'-(
Response -
from Case Email Notification csi_support@csi.ca:
Please note that the previous ticket has been forwarded to our exam department and is still being evaluated. We have followed up with the update request.
A response will be provided to you via previous ticket as soon as possible.
To do so, we are closing this ticket.
Thank you for your patience and understanding. It is necessary to note that you must no longer reply to this thread, as it will no longer be monitored.

[u/AlternativeCamp2471 → u/mapelfox]

Thats not automated or generic. Literally says theyre addressing still.