Dear CEO David Haynes, I hope this review is being read by you as well. I am writing to express my deep dissatisfaction and concern regarding a payment discrepancy for an education evaluation order that I placed with IEE on June 12, 2023. As a valued customer, I am disappointed and frustrated by the unexpected change in payment requirements after selecting the delivery type "MyIEE Institution Portal Complimentary," which initially indicated that the cost would be waived. On June 19, 2023, I received notification from Supervisor Zara stating that I needed to make a payment for the evaluation, which came as a surprise to me.Almost after 7 days of placing the order, how will I know as a customer that I need to make any sort of payment? I believe that if an order is accepted in the system and the cost is initially waived off, it should be honored accordingly. Following the receipt of your email, I contacted IEE again today, on June 20, 2023, and reiterated that if there is a glitch in your system and the order has been accepted, as a customer, I should not be held responsible for the cost. Supervisor Zara mentioned that she would get back to me after consulting with the Admin team. However, during call at 2:25 PM on 06/20/2023, she informed me that the verification fee of $200 would be waived, but I would need to pay $150 for the evaluation fee, in addition to a $15 shipping fee. This contradicts the voicemail she left earlier June 20,2023 , where she stated that the evaluation fee was $50. Therefore, my understanding is that I should only be required to pay $50 for the evaluation fee and $15 for the shipping fee, as the $200 verification fee is waived off. Still I was forced to pay $165 by Client Manager Shadiqa even though I had shared the voicemail of Supervisor Zara who mentioned the evaluation fee is $50 plus the shipping fee for returning the certificates i.e $15, so the total should be $65. This is called looting as even after the fault of IEE, the customer is being charged even after showing the evidences of it.