Benjamin S Icg

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Misleading instructions, Inefficient Processing of Documents that could lead to identity theft

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Original review Feb 19, 2024

I am writing to express my concern regarding a recent experience with submitting documents via fax, as recommended on their website. Despite receiving confirmation of successful fax transmission, I was dismayed to discover, after checking my dashboard two weeks later, that the submission had not been processed or updated accordingly.

Upon contacting customer service for assistance, I realized I did not have the exact date and time of the fax transmission readily available, as I was not in my office at the time of the call.

My request to speak with a supervisor was driven by a need to express my frustration and concern over the apparent lack of tracking for faxed documents. This situation has been further exacerbated by the stress associated with impending submission deadlines.

I respectfully suggested to the supervisor that the option to submit documents via fax be re-evaluated if tracking and confirmation of such submissions cannot be assured. Additionally, it may be beneficial to clearly state on their website the importance of the sender recording the fax transmission details (date and time) to prevent any confusion and ensure accountability.

The stress of preparing and submitting documents, only to find they may be lost or unaccounted for, is considerable and raises concerns about the security of sensitive information.

Such instances can contribute to the risk of identity theft, a matter of serious concern for myself and potentially many others who rely on their services.

I recommended a review and potential overhaul of the document submission process to enhance reliability and user trust. I am sharing this feedback not only on my behalf but echoing the sentiments of numerous students and professionals who may have faced or could face similar challenges.

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Cons:
  • Inefficient document processing that could lead to identity theft

Preferred solution: I would like them to trace and track the documents that I submitted via fax and upload them to my dashboard immediately to prevent delay in the processing of my documents

User's recommendation: Never trust this company since they don’t care about the information included in the documents you are sending them

2 comments
Guest

With you bashing them, they are not going to lift one finger to help you. You aren’t very smart when you need someone else to help you out.

Benjamin S Icg
reply icon Replying to comment of Guest-2486931

Thank you for sharing your perspective. My intention in providing feedback was not to criticize for the sake of criticism but rather to highlight areas where improvements could be made to benefit all users of the service.

It's important to address issues that could affect the reliability and security of document submission processes, especially when they involve sensitive information. By suggesting enhancements, my hope is to contribute to a more efficient and secure system for everyone. I believe that open dialogue and constructive feedback are essential for progress and improvement.

While I understand that my approach might not be agreeable to everyone, it comes from a place of wanting to see positive change based on personal experiences. Let’s focus on the potential for improvement and how we can collectively advocate for better services.

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North Yku
map-marker Frankfort, Kentucky

Need pending item to be completed

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Stay on hold over 30 minutes and still waiting for a call back. Usually have difficulty understanding the customer service representative.
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User's recommendation: Faster service times

Lyn V Tuj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Lamphun, Lamphun Province

Customer service always too busy to answer customer!

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couldnt log in and now I can because I was contacted via email but the phone customer service was horrible
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Pros:
  • All services on one site

Preferred solution: Deliver product or service ordered

User's recommendation: Hire more phone operators

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