over the past year or so we have had new agents enroll to take the exam. we do our best to have them take the in person exam however there are scenarios outside of our control where they can't. As I know you are well aware of if an applicant fails, logs off before a proctor logs in (often late), or doesn't pass the screening of four walls---your system is often defective in allowing someone to reschedule their exam. It is also defective in finding a rapid solution or literally anyone capable or willing to assist in fixing the problem. I have a new agent, eager to take their exam and work and since 8/6 has been unable to retake their exam (w86580981) Your "customer service" and "operations" depts have been aware for well over 48 hours and no one has even provided a time table let alone proof of life. When this happens is there no protocol for assistance? Sit on hold for 3+ hours? I recognize the reviews the company receives for this very matter but is this the actual expectations clients should anticipate?