*** This email was forwarded to me from a friend who allowed me to repost it here. He's trying to contact his student loan co., gets mad at the prospect of faxing and fires off an email to corporate.***
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This email is to express my extreme dissatisfaction with the process for making a request to be removed from the modified graduate payment plan that I had to go through today.
After calling customer service and entering my account number (twice) I was greeted after a short hold with a request for my account number again and then a bunch of other information to VERIFY my identity.
This included address, phone number, birth date, and my email address (which I actually had to spell out for some reason).
After the agent was sure she was speaking to me and 6 minutes after I initially dialed, I was finally able to ask my question about requesting to be removed from the modified graduated payment plan. I was then told that I had to mail or fax the request in.
Why?!
You just verified my information and yet now you want a letter?
Now I'm quite sure in the year 2010 everyone has heard of and used email.
They probably understand that a fax machine is just a printer and a computer combined and so an emailed PDF is exactly the same thing as a fax but instead of coming from a phone number, it comes from a mail recipient.
But no.
The ubiquity of email and the internet is lost on American Education Services.
Your company decided that I should use my computer to type something, print it, sign it, fax it, then your fax machine will print it on another piece of paper where it will be received and probably logged electronically.
Sounds like the epitome of efficiency.
With the tens of thousands of dollars that I'm paying you in interest alone, wouldn't you think you could afford to invest in some upgrades in processes? You're happy to accept a payment online, but when it comes to something like this, it's snail mail and fax machines.
Please forward this note as necessary to someone who can actually provide me with an answer other than "that's just how we've always done things".
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This email is to express my extreme dissatisfaction with the process for making a request to be removed from the modified graduate payment plan that I had to go through today.
After calling customer service and entering my account number (twice) I was greeted after a short hold with a request for my account number again and then a bunch of other information to VERIFY my identity.
This included address, phone number, birth date, and my email address (which I actually had to spell out for some reason).
After the agent was sure she was speaking to me and 6 minutes after I initially dialed, I was finally able to ask my question about requesting to be removed from the modified graduated payment plan. I was then told that I had to mail or fax the request in.
Why?!
You just verified my information and yet now you want a letter?
Now I'm quite sure in the year 2010 everyone has heard of and used email.
They probably understand that a fax machine is just a printer and a computer combined and so an emailed PDF is exactly the same thing as a fax but instead of coming from a phone number, it comes from a mail recipient.
But no.
The ubiquity of email and the internet is lost on American Education Services.
Your company decided that I should use my computer to type something, print it, sign it, fax it, then your fax machine will print it on another piece of paper where it will be received and probably logged electronically.
Sounds like the epitome of efficiency.
With the tens of thousands of dollars that I'm paying you in interest alone, wouldn't you think you could afford to invest in some upgrades in processes? You're happy to accept a payment online, but when it comes to something like this, it's snail mail and fax machines.
Please forward this note as necessary to someone who can actually provide me with an answer other than "that's just how we've always done things".
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