After setting up the initial payment arrangement, EAS tried to contact [redacted] on multiple occasions to advise her that the first payment would count for the previous month’s due date. We were unable to reach her to explain this.
The...
customer then called in wanting to cancel her payments. We then received a return on one of her past payments with reason of cust adv not auth, the return of this payment caused the program to break. If the customer had called in and asked us to change the date of the payment prior to the payment running, we could have moved the payment out for her and possibly prevented the program from breaking.
Any payments made during the program have been applied to the balance on the account.
We are happy to assist [redacted] in
setting up repayment arrangements so that she can return to school.
A notice is sent out to all customers of the intent to offset. This letter states that if a customer is not in repayment by Nov. 1st they will be certified for offset. Once a customer becomes certified for offset they must make 4 consecutive on-time payments in order to become...
decertified for offset. At that point they should allow time for the account to be updated before filing taxes or before the SSI offset will be lifted. Customers can call [redacted] to see if the offset has been lifted. If the customer has any more questions regarding this process we will be happy to answer them.
These people do not know the meaning of customer service. Why would you post hours of operation and then never answer the phone. I have been trying to reach people and no such luck. These are the same people that worry the hell out of you when they need something from you but are no where to be found when I need something for them. If not for almost being done with my repayment I would ask TG to change me to a better collection service that actually has more than one person per department to assist. I am beyond frustrated with this company and will pursue an aggressive campaign to get them removed from the list of companies that TG associates with. If I do not hear from them soon I will spend my lunch driving to their office and get my problem taken care of face to face since phone etiquette does not seem to be their strong suit.
After setting up the initial payment arrangement, EAS tried to contact [redacted] on multiple occasions to advise her that the first payment would count for the previous month’s due date. We were unable to reach her to explain this.
The...
customer then called in wanting to cancel her payments. We then received a return on one of her past payments with reason of cust adv not auth, the return of this payment caused the program to break. If the customer had called in and asked us to change the date of the payment prior to the payment running, we could have moved the payment out for her and possibly prevented the program from breaking.
Any payments made during the program have been applied to the balance on the account.
We are happy to assist [redacted] in
setting up repayment arrangements so that she can return to school.
A notice is sent out to all customers of the intent to offset. This letter states that if a customer is not in repayment by Nov. 1st they will be certified for offset. Once a customer becomes certified for offset they must make 4 consecutive on-time payments in order to become...
decertified for offset. At that point they should allow time for the account to be updated before filing taxes or before the SSI offset will be lifted. Customers can call [redacted] to see if the offset has been lifted. If the customer has any more questions regarding this process we will be happy to answer them.
These people do not know the meaning of customer service. Why would you post hours of operation and then never answer the phone. I have been trying to reach people and no such luck. These are the same people that worry the hell out of you when they need something from you but are no where to be found when I need something for them. If not for almost being done with my repayment I would ask TG to change me to a better collection service that actually has more than one person per department to assist. I am beyond frustrated with this company and will pursue an aggressive campaign to get them removed from the list of companies that TG associates with. If I do not hear from them soon I will spend my lunch driving to their office and get my problem taken care of face to face since phone etiquette does not seem to be their strong suit.