The gentleman I talked to on Tuesday was wonderful. He told me exactly what I needed and that it would be processed in about 3 business days.
My last month's pay stubs (which do not reflect my hour reduction).
A letter stating that I was requesting a hardship deferment.
A letter from my supervisor that stated my hours had been reduced.
I thought all was fine...until I got this email...
The email states that, while my letter from my supervisor has been received, it did not state a wage. I replied to the email, stating that my hourly wage had not changed and did my pay stubs not cover the hourly wage? That was on Thursday. I finally got a reply today, where I was told that the only thing they have every received is the letter from my supervisor.
Concerned and confused, I call them up.
I explain to the rep my situation and my question. I then ask if they have received my pay stubs or not. Here is where the bad service really comes in: He doesn't know. Instead of saying he doesn't know, he asks the person next to him...without using the mute button.
"Doesn't she get that we need income verification?" After he asks, the tell-tale silence of a mute button in use is heard. When he unmutes himself, the background noise is much more noticeable. Mainly, because I hear someone yelling, "What are you, stupid?" in the background.
I proceed to sit through about 2 minutes of silence before I ask him again if he can tell what has been received and what hasn't. Again, there is silence for a moment, then only background noise. During that time, I hear, "Can you please verify your address.....jackass."
Finally, he comes back on and states that they received nothing but my supervisor's letter. I ask how they connected it to my account and he says, "I'm sure that was on the fax somewhere." (As a note, while my name is on the letter, my account number was on the fax cover and my letter to them.)
I then ask if they use noise reduction headsets. He confirms that they don't. I then tell him that he should probably let his supervisor know that they should invest in some so that I don't have to listen to other reps call customers names.
I'm wondering if the deferment will actually be processed in a timely manner. I'm thinking not.