Monday, September 24, 2007

Please listen carefully, our options have changed...

What has happened to plain old competency in this world? And how in the world do folks find the time in their workday to straighten out all the gi-normous problems some of these companies stir up? It's a full time job!

This is how my day went. The IRS mistakenly thought we got to keep all the proceeds from our house sale back in 2004 (instead of having to pay off a lien) and sent the Veterans Administration a form saying so. The VA then re-evaluated Mike's medical benefits and informed us we would be billed for co-pays for his medical care from 2005 until now. We already have a co-pay but apparantly they think we should be paying more.

First I called the VA and waited on hold for about 10 minutes; then explained the situation and was told to call the IRS. Okay. I call the IRS and am on hold for another 15 minutes and was told to call the company that generated the 1099B. Okay . . . but I never got a copy of that form so I need the IRS to fax it to me. As luck would have it, our fax line is not working. I go online and file a repair report with Verizon - for the 4th time in two months - same line.

I call the mortgage/insurance company and they tell me I need to have the account number off the 1099B that I don't have. Okay. Another call to another agent at the IRS (you have to give them your life history each time) yields the account number. A second call to the mortgage/insurance company where I'm put on hold for 25 minutes (thank the good Lord for speaker phones) and finally after four calls to four departments, get a person who can find our account. She explains that we benefited from the sale of the property so the 1099B is correct and with that, she's gone. I dig around and pull out the actual documents from the mortgage/insurance company that clearly state that 95% of the funds dispersed were sent to someone else - not us. By this time, its too late to call her back so I get to start this whole thing over in the morning.

The whole process took me over 3 hours. What a pain in the patooty. Most of it would have been so much easier if a person had answered the phone to begin with rather than an automated woman who demands that you listen to all the options because they've changed. Ever notice that everyone's options have recently changed? It takes valuable time to navigate all the options and I have yet to hear my option actually listed. If only a human had answered, I could explained the issue and been transferred to the right department the first time.

I know automation is here to stay and I understand that in many cases it saves money and time. But most of the time, it's just frustrating.

My favorite one is when the internet is down and you call your internet provider to get to tech support. First thing out of the gate is a recording telling you the website to visit to get more immediate help. Call me crazy but if I'm calling tech support for my internet provider, chances are good I don't have INTERNET!

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