Complaint / review text:
When I started graduate school in the fall, I was told that as soon as my school let them know I was full-time, that my payments would be deferred. All of a sudden, right before finals time, I'm getting all these phone calls from random numbers just blowing up my phone and my parent's phone (they co-signed). Being a student with a crazy class/study schedule, I just e-mailed them. Then I followed up with more e-mails. There was a week where I e-mailed every single day. I wanted an e-mail so that whatever their response to my question was, I would at least have it in writing this time. But no, this company completely forgoes etiquette norms and, instead of returning my e-mail with another e-mail when I asked for them to, they keep calling me at all random times. I finally got a call at a time when I would actually be able to talk to the person so I answered. This woman had no idea how to answer any of my questions. The best she could do is, "That is not my department so I'm not sure why you haven't gotten a response." Oh, super helpful. But she told me she would send the department an e-mail regarding my e-mails and someone would get back to me.
Then about a week later, some snooty girl calls and wakes me up, and she is rude to me from the beginning of the conversation to the end. Also, in all her snootiness, she was unable to answer the few questions I had, especially regarding the unanswered e-mails. That phone call was utterly useless and a waste of my time. To this day, no one has been able to answer the question I asked and I have also not received any e-mail responses to any of the e-mails I sent.
I'm confused as to why this company even has an e-mail option on their website if they have absolutely no intention of responding to them when a customer e-mails them with a question multiple times and asks, because of scheduling reasons, to be responded to via e-mail. Also, if you have a department that is just so overloaded with e-mails, maybe consider 1) that your customers ability to respond to e-mails is much greater than their ability to be able to answer a phone call at the random times they are called and 2) maybe consider staffing more people to respond to e-mails rather than calling.