Rocky Mountain Hardscapes, LLP

In researching [redacted] issue we found that the payments in question were issued via cashier check and cashedBecause [redacted] pension benefit is very small she received an annual check every March for the rest of her lifeThe participant called on 12/21/and said that she didn't recall receiving her 3/1/annual paymentShe asked for copies of all payments mailed to her since she went into pay status in The office responsible for her pension plan looked up her records and found that all checks has been issued and cashedOnce check issued to her was a separate back payment owed to herThe office mailed copies of the signed checks to the participant on 12/22/She was informed to review the signatures on the checks

In researching *** *** issue we found that the payments in question were issued via cashier check and cashedBecause *** *** pension benefit is very small she received an annual check every March for the rest of her lifeThe participant called on 12/21/and said that she didn't
recall receiving her 3/1/annual paymentShe asked for copies of all payments mailed to her since she went into pay status in The office responsible for her pension plan looked up her records and found that all checks has been issued and cashedOnce check issued to her was a separate back payment owed to herThe office mailed copies of the signed checks to the participant on 12/22/She was informed to review the signatures on the checks

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I received the application

our letter dated February 13, 2018 regarding [redacted]'s complaint that PBGC did not provide proper customer service in his request for an application.A review of [redacted]'s file and call records shows that an error occurred in the handling of [redacted]'s first call. The call center...

allowed [redacted] to leave a voicemail message on the processing representative's phone not knowing if the representative was out of the office. The call record shows that [redacted] called on February 7, 2018, requesting a new application package. The representative had previously mailed him one back in June 2017, so he requested the representative by name. This call was prompted by our letter dated December 14, 2017, stating that he would be 70-1/2 on April 1, 2018, which required him to begin his pension. Based on the message [redacted] left the representative submitted an actuarial request to recalculate the benefit. Calculations beyond normal retirement age must be calculated by an actuary. The actuary completed the calculation on February 12, 2018. The application and calculations were mailed February 13, 2018.I did not find a call log dated beyond 2/7/18. It appears that the representative completed the request but did not call [redacted] to verify the request. The manager was made aware of this complaint and asked that he speak with the representative that handled the request. In addition, I spoke with the manager of the call center. Customer's should not be allowed to leavemessages. The call log should be tagged as an action request so that any representative in the office can assist.I attempted to contacted [redacted] on 2/2018 & M1/18, to explain our process, apologized for our errors and not setting proper expectations. My attempts were unsuccessful. I left two voicemail messages. If he should callback I will again apologize.I hope my response is satisfactory. If you require more information, please let me know.Renee H[redacted] PBGC Problem Resolution Officer