Staff isn’t helpful. When I requested a change in my policy, I was told it would be processed. I received an email months later with questions that were regarding the policy before it was changed. When I replied, they denied knowing about the change and requested proof I had asked fothe change. After replying with proof (my original email to them), they replied that my request from months earlier hadn’t been processed and apologies for the “mixup.” How about apologizing for your mistake.
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