National Benefits America,Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I would like to state the ** *** has not been truthful in his response to my complaint.He states that I asked his employees for their personal cell phone numbers...I have the cell phone numbers of employees...and all were given to me VOLUNTARILY by those employees, at no time did I EVER ask any employee for their cell phone numbers! Perhaps ** *** should ask his employees WHY they gave me their cell phone numbers?Could it be because he never responded to my calls or emails in a timely manner?His employees actually APOLOGIZED to me several times for his lack of response to me...Also, I have the business cards and/or receipts where the said employees voluntarily wrote down their cell phone numbers...As far as calling employees at home and harassing them, I NEVER did that; the ONLY times I called or text employees on their cell phones was AFTER I called the store FIRST, and was advised MANY TIMES to do so... As far as ** ***'s claim that they NEVER overcharged me, I have receipts that can document several times when I was charged excessive fees on small trades...I have several other vendors and they ALL charge me ONE FLAT FEE for my transaction!A for the custore service provided by ** ***, I stand by my rating of very poor, in fact clearly stated he was NO LONGER DOING BUSINESS WITH ME...HOWEVER, in his response he states something very different...In closing, I will not be satisfied until ** *** is truthful and admits the problems within the Change Group and takes corrective action to ensure these problems do not happen to any one else...and perhaps he should begin by being more transparent and truthful in his response to customer complaints...
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Sincerely,
*** ***

The Change Group received the above-referenced customer complaint and appreciates the opportunity to respondWe have had business relations with *** *** for several years and have assisted him with his specific requests until recentlyIn the past, *** *** 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 *** *** 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 *** ***, but the charges were still in line with our prices on display in our office.*** ***’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 branch. Here 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, *** *** 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 *** *** but for everyoneWe are not turning away his business, but we are no longer doing favors for him because of his actions*** *** 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