National Benefits America

The Change Group received the above-referenced customer complaint and appreciates the opportunity to respondWe have had business relations with [redacted] for several years and have assisted him with his specific requests until recentlyIn the past, [redacted] would send us a list of exotic, rare, or new notes he wanted for his collectionWe would devote time to locate what he is asking for and set it aside for him to pick upWe also are not charging his the service fees that customers payUnder procedure, we charge $per currency we are selling, but for [redacted] we have waived the fee as a courtesy to himWith respect to being “overcharged”, this is not accurateIn certain situations, some consultants charged him as they are not aware of our relationship with [redacted] , but the charges were still in line with our prices on display in our office[redacted] ’s assertion of poor customer service it is misguidedHe has been given the points of contact for the company who he needs to contact for his requestsHe has chosen on his own to not use the appropriate channels for the service he is requestingHe should not be asking our union-represented sales consultants for their personal cell phone numbers to contact them at homeThis is also not their job requirement to personally respond to his business demands via their personal cell phone lines outside of business hours.The majority of his request we don’t carry, however this leads to him becoming demandingHe is very persistent about getting his desired currencies which then results in staff complaints of feelings of harassmentStaff members have also complained about feelings of being harassed and threatened when his requests cannot be met when he comes into the branchHere is a text message which was sent to one of our salespeople (emphasis his): “I am going to give you guys another chance to prove yourself and make things right with me I would like to make it VERY CLEAR that if I have another experience like in the past, I GUARANTEE you that I will end my business relationship with Change Group no exceptions or excuses!”As a company, we take care of the rights and privacy of our staffAgain, [redacted] knows the appropriate business contacts information such as the business email and business phone number regarding currency requests, but refuses to follow the procedure and continues to contact staff via non-business phone lines.The Change Group strives the best in delivering excellent service not just for [redacted] but for everyoneWe are not turning away his business, but we are no longer doing favors for him because of his actions [redacted] is still able to visit our locations and able to still buy currency just anyone else and will receive the same service our other customers receive