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Report: #131338

Complaint Review: MBNA America - Beachwood Ohio

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  • Reported By: Kirtland Ohio
  • Author Confirmed What's this?
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  • MBNA America Science Park Drive Beachwood, Ohio U.S.A.

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I worked for this company for 3 years, from 2000 through 2003. I was in the Customer Assistance Dept, which is just a fancy name for collections. I was one of the top people in my department and made a very, very nice living there. I never thought of myself as a bill collector - we were told to be Account Managers, NOT bill collectors - and I did so well because I treated the people I collected from as people, not as deadbeats. My goal was to get them on the program that would help them the most. If their situation was really bad, I left it at that. If they simply didnt have the money, I considered it a waste of my time to continue to call them about it. You cant squeeze blood from a turnip. This approach served me, and my customers, very well, as people paid me when they wouldnt even speak to other reps in my department.

The company also treated their employees great - the benefits we had there were unreal. This company was really good to their employees and their motto was "Think of yourself as a customer". After 9/11, things changed alot and the company found that more and more people were unable to pay due to the crappy economy. In 2002, Al Lerner, the owner of the company, passed away and the s**t hit the fan.

All of a sudden, we were no longer Account Managers, we were collectors. Programs that we were able to offer customers before just disappeared and there were less and less things that we could do to help these people. At the beginning of each month we would be told what programs we were able to offer for that month, but the rules would change midmonth and we would be forced to go back and call customers who we had set up on programs and tell them, "Sorry - my company lied and I cant offer you that program anymore. You have to pay us more!" We were never allowed to put anything in writing because then they could be held to the program, and they couldnt allow that to happen.

It got to the point where I despised having to get up and go to work because I hated what I had to do. I was suffering physically from stomach problems, which I later learned were related to my job. The elderly people I was forced to call were in the position of having to choose between medicine and MBNA, and I told them to just buy their medicine and not to pay MBNA. The company didnt care of you just lost your home in a disaster, your spouse died, or you were diagnosed with a terminal illness - they just wanted their money! Now, I understand that their entire goal is to make money, but I felt that any morals they had in the past died with Mr Lerner and I felt that what they were doing to people was plain WRONG. Employees were being "forced" to work ridiculous hours, come in on Sundays, etc. They said it wasnt mandatory, but if you didnt do it, it showed up on your monthly review as an "improvement opportunity". Same goes for overtime - we werent required to work it, but it was held against us if we didnt. If you took vacation, you could expect that to be held against you as well.

The final straw was when a friend of mine's brother committed suicide and left him as executor of his estate. He called all his brothers creditors and settled with all of them - all except MBNA. It seems that this wonderful company refused to settle and was going to wait and put in a claim on the decedants estate. The wanted ALL their money and they didnt care what backhanded tactics they used to get it, or what effect it had on the decedants family. This could be because this person had no wife or children and their was no one else they could try to gouge the money out of, so after the estate they went. I said "screw this". I gave him a numnber to call in the collections area and told him to offer a settlement there - collections peoplewill often just take the settlement instead of transferring the call to the Estate Dept. I told him not to pay a dime til they faxed a letter over confirming the offer to settle. They faxed it over, he paid, and that was it. They could not legally go after the estate. I knew I could have beren fired for that, but by that point, I knew I had to get out of their for my own physical and mental well being. I couldnt look myself in the mirror and do what they asked me to do to these people.

I left MBNA on my own free will after finding another job in a different industry. I was NOT fired, and never in any kind of trouble there. I made alot of money, but I have too much of a conscience to be a w***e to the almighty dollar the way some of those people are. In my opinion, when you are a company turning record profits every year, you have NO RIGHT to treat people like that. Those people are your customers and, without them, you are nothing! MBNA will lie and cheat to get paid. DOnt ever give them your checking account information over the phone because they will take unauthorized payments out of your account. And, should you ever be unlucky enough to have to deal with some halfwit in their collections area, DONT let them tell YOU what to do. Chances are, if you're already in collections, your credit is screwed for 7 years anyway. Dont let them try to tell you that a charge off is much worse than being 180 days past due. Remember that they just want to get paid and that they get bonuses if they collect enough money. They frequently violate FDCPA regulations and nothing is ever done about it.

Knowing what I know about this company, I would NEVER open any kind of account with them. They openly backed Bush for President because he promised them he would sign the Bankruptcy Reform Bill making it much more difficult for consumers to get a fresh start, and making it much easier for companies like MBNA to threaten and abuse their customers. Too bad that bill got squashed by the Democrats. Better luck next time MBNA. If you have an account with them, pay them off, close it, and get out of there. They need to be hit where it hurts them most - on their BOTTOM LINE.

Someone Who Knows
Cleveland, Ohio
U.S.A.

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This report was posted on Ripoff Report on 02/14/2005 03:16 PM and is a permanent record located here: https://www.ripoffreport.com/reports/mbna-america/beachwood-ohio-44122/mbna-america-ripoff-a-former-employee-speaks-out-beachwood-ohio-131338. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
19Consumer
0Employee/Owner

#19 Consumer Suggestion

The truth about the use of SS#'s..There was a federal law..

AUTHOR: Steve - (U.S.A.)

POSTED: Tuesday, September 19, 2006

Steve from Phila was partially correct.

When the Social Security system was implemented, the legislation that formed it specified that the SS# issued would only be used for taxpayer identification and all use was under the control of the Social Security Administration, and later, the privacy act of 1974.

It is ILLEGAL for anyone other than the IRS or SS Administration to demand your SS#. It is soley up to you if you want to give it. The credit bureaus are actually operating in violation of this rule, however, they get away with it because you as the credit customer authorized its use in the fine print of your credit application.

It is technically illegal to use your SS# for purposes of personal identification. This is why most states have removed it from driver's licenses. Even the military is in violation of this law.

The laws on the books are rarely, if ever enforced, because the use of our SS# for everyday identification has been widely accepted as a convenience.

Recent privacy act laws REQUIRE a privacy act disclosure regarding the use and security of your SS# be provided to you by anyone who asks you for your SS#. Failure to provide this is against the law.

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#18 Consumer Comment

MBNA in Sept of 2006

AUTHOR: Dontbe - (U.S.A.)

POSTED: Tuesday, September 19, 2006

They raised my APR from 11.9% to 24.99%.
I called to ask why. They said hold on, let me look. And after a few minutes said, Well sir, I cant find anything in your history showing a cause for default rate. I asked if there were any indications of universal default appearing, and there were none. I asked if the rate could be reduced, and (of course) "there were no current offers available" "please call back next month".

MBNA is anti-family, anti-american, and directly causes financial injury. If I had known that the rate would be raised to such extremes, EVEN without default activity, I would never have signed an agreement. Now here I am, stuck with it. Thanks MBNA, and Thanks Bank of America for buying them out and screwing it all up worse. You dont have the right to use the word "america" in your business name.
As dire as these things seem to be, remember that MBNA and the people who rip off customers like this dont get away with it. They may enjoy a financially secure life, but they will pay in the end, Forever.

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#17 UPDATE EX-employee responds

Couldn't have said it better Marcie!

AUTHOR: Amanda - (U.S.A.)

POSTED: Saturday, February 04, 2006

I worked at MBNA during the same time as you Marcie, and am JUST as pleased to be out of that hell hole! I still keep in contact with a few other poor souls that haven't been as fortunate to get out. Afterall, what job skills do they have to put on a resume after wasting away on the phones day in & day out?

Anyways, thank you for telling it EXACTLY HOW IT HAPPENED. My spouse & I lived it too, and we are much happier that we've moved on!

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#16 Consumer Suggestion

Response to MBNA Treatment of Customers

AUTHOR: Ed - (U.S.A.)

POSTED: Friday, October 07, 2005

I just posted a report of my own experience with MBNA - while I was a customer everything was fine; it was when I was no longer a customer that it all hit the fan. I won't re-post my report here, but some aspects of it strongly relate to this report.

The most common problem with holding MBNA - or any other organization - accountable when they break the law is that most executives of creditor or debt collector companies never see the disputes that are filed so they have plausible deniability of them (or of the companies' FCRA / FDCPA / other legal violations). Also, in my experience no MBNA executive has taken on any personal responsibility or accountability in proactively remedying the problems that I have had, and I've contacted all of them during the past four years.

This means that along with all the credit law violations etc I can pursue the entire executive team for (at least) fraud, defamation and libel - I have three law firms begging for my case. Point is, copy the highest-level execs possible on any disputes (and on the progress of those disputes) then if the dispute is not handled in compliance with all laws (especially when you get into the realm of public companies which are regulated by the SEC) then the execs are also liable.

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#15 Consumer Suggestion

Response to MBNA Treatment of Customers

AUTHOR: Ed - (U.S.A.)

POSTED: Friday, October 07, 2005

I just posted a report of my own experience with MBNA - while I was a customer everything was fine; it was when I was no longer a customer that it all hit the fan. I won't re-post my report here, but some aspects of it strongly relate to this report.

The most common problem with holding MBNA - or any other organization - accountable when they break the law is that most executives of creditor or debt collector companies never see the disputes that are filed so they have plausible deniability of them (or of the companies' FCRA / FDCPA / other legal violations). Also, in my experience no MBNA executive has taken on any personal responsibility or accountability in proactively remedying the problems that I have had, and I've contacted all of them during the past four years.

This means that along with all the credit law violations etc I can pursue the entire executive team for (at least) fraud, defamation and libel - I have three law firms begging for my case. Point is, copy the highest-level execs possible on any disputes (and on the progress of those disputes) then if the dispute is not handled in compliance with all laws (especially when you get into the realm of public companies which are regulated by the SEC) then the execs are also liable.

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#14 Consumer Suggestion

Response to MBNA Treatment of Customers

AUTHOR: Ed - (U.S.A.)

POSTED: Friday, October 07, 2005

I just posted a report of my own experience with MBNA - while I was a customer everything was fine; it was when I was no longer a customer that it all hit the fan. I won't re-post my report here, but some aspects of it strongly relate to this report.

The most common problem with holding MBNA - or any other organization - accountable when they break the law is that most executives of creditor or debt collector companies never see the disputes that are filed so they have plausible deniability of them (or of the companies' FCRA / FDCPA / other legal violations). Also, in my experience no MBNA executive has taken on any personal responsibility or accountability in proactively remedying the problems that I have had, and I've contacted all of them during the past four years.

This means that along with all the credit law violations etc I can pursue the entire executive team for (at least) fraud, defamation and libel - I have three law firms begging for my case. Point is, copy the highest-level execs possible on any disputes (and on the progress of those disputes) then if the dispute is not handled in compliance with all laws (especially when you get into the realm of public companies which are regulated by the SEC) then the execs are also liable.

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#13 Consumer Suggestion

Response to MBNA Treatment of Customers

AUTHOR: Ed - (U.S.A.)

POSTED: Friday, October 07, 2005

I just posted a report of my own experience with MBNA - while I was a customer everything was fine; it was when I was no longer a customer that it all hit the fan. I won't re-post my report here, but some aspects of it strongly relate to this report.

The most common problem with holding MBNA - or any other organization - accountable when they break the law is that most executives of creditor or debt collector companies never see the disputes that are filed so they have plausible deniability of them (or of the companies' FCRA / FDCPA / other legal violations). Also, in my experience no MBNA executive has taken on any personal responsibility or accountability in proactively remedying the problems that I have had, and I've contacted all of them during the past four years.

This means that along with all the credit law violations etc I can pursue the entire executive team for (at least) fraud, defamation and libel - I have three law firms begging for my case. Point is, copy the highest-level execs possible on any disputes (and on the progress of those disputes) then if the dispute is not handled in compliance with all laws (especially when you get into the realm of public companies which are regulated by the SEC) then the execs are also liable.

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#12 Consumer Comment

Steve and SSNs

AUTHOR: Robert - (U.S.A.)

POSTED: Sunday, August 21, 2005

Steve you are so full of sh*t you squeak when you turn to the right. Quote me ONE law that says its illegal to give your social security number over the phone.

Now, to the rest of you.. Why in the hell would you give your social security number to anyone other than the social security admininstration, your bank or the IRS?

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#11 Consumer Comment

SSN

AUTHOR: Steve - (U.S.A.)

POSTED: Saturday, August 20, 2005

Its federal offense to give a ssn. And I don't want to hear any bullshit. I was injured at work for a little minor thing and when that approached the manager at my workplace had me put it in and I asked why. Its nobodys business what your number is. Speaking of Fed. they can do what they want and us people fall for the bull s**t.

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#10 Consumer Comment

The facts about SSNs.

AUTHOR: Patrick - (U.S.A.)

POSTED: Monday, August 01, 2005

Just to set the record straight, it is NOT against the law for a Private Organization (key phrase) to ask for your SSN, whether it be in person, over the phone, or on the internet.

However, government agencies (such as the IRS) are required to provide you a copy of the Privacy Act of 1974 whenever they ask for your SSN. But they can still ask for it.

Most companies nowadays simply ask for the last 4 of your social. The first 5 numbers are most likely truncated and show up as XXX-XX- (much like the first 12 digits of a CC number on a receipt). The government recommends that if you deal with a company that uses your SSN to identify you, then you should think twice about dealing with that company.

As far as the original post, and Robert's response go, Robert said that Marcie had nothing positive to say about MBNA. However, her first two paragraphs had nothing but good things to say, up to the point of the death of Mr. Lerner. I agree with her assessment, treat customers the way you wish to be treated, and they will be more cooperative with regards to satisfying debts. I don't see the need for the strong arm tactics I have read about on the various reports about CC companies and collection agencies.

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#9 UPDATE EX-employee responds

Ridiculous you'd better d**n well treat other people the way you would expect to be treated.

AUTHOR: Marcie - (U.S.A.)

POSTED: Monday, August 01, 2005

I never stated that a company should care about anyone's personal issues. HOWEVER, when your company's mantra is "Think of yourself as a customer", you'd better d**n well treat other people the way you would expect to be treated. You DO NOT lie to customers, threaten them, call them names, offer them a program then change it on them midmonth, etc. The recordprofits these greedmongers pull in every year is evidence enough that they can afford to be honest with their customers because they're still going to make more money than they'll ever be able to spend. If you work for them and cant be honest with the people you talk to on the phone every day (and many of the people who work there are NOT honest), and you think that it's perfectly fine for an elderly person who's degenerate adult child charged up thousands in their parents name to be threatened with losing their home all because MBNA refuses to handle situations the correct way, then you'll be happy to be joining your employers in Hell when you kick it. Would you want someone treating your mother or grandmother like that, regardless of how the debt came to be? If you do the right thing for the customer, the customer will feel more obligated to do the right thing for you and pay their debts. Just because it's legal in this country, doesnt mean it's the right thing to do, PERIOD. Most debtors who fall behind had something happen to them - they didnt just wake up one day and ssay "I think I'll ruin my credit today!". Those who charge up with the intention of never paying are the small minority. Stop assuming that those of us who feel that these companies take their bullshit too far are ignorant and dont know anything. Like I said before, just because it's LEGAL doesnt mean it's RIGHT. It's also legal for the government to tap into your phone line whenever they want and to read all your emails for whatever reason they want, without letting you know about it...and I'll bet my a*s you dont think thats right either.

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#8 Consumer Comment

MBNA your ssn is your ident

AUTHOR: Steve - (U.S.A.)

POSTED: Saturday, July 30, 2005

First off your ssn is your ident. number for tax purposes only. Get that straight. Its against the law to give it over the phone. I learned that from someone from a work injury. Anyone that asks for it is asking for trouble. The only people who need to know that is the IRS and a tax preparer. Want your identity stolen. I don't and know several people who have had it stolen. If they want a mothers maiden name or dob I can see that.

Now about MBNA they declined me of a bank transfer balances two weeks before I was given a letter b/c it was inadequate or something to the point. 2. They want to consolidate credit cards not going to happen.

3. I heard about $655. fee which is bs.


Anyone have any questions my vending name is wanderful. Thats just a hint.

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#7 Consumer Comment

Death doesn't get you off the hook

AUTHOR: Mark - (U.S.A.)

POSTED: Saturday, July 30, 2005

I did not work for MBNA, but I did work down the street from them at their biggest competitor.

To the original writer, thank you for conceding that MBNA is in it for the money. Why else would they make loans if this were not the case? That being said, why would anyone expect the bank to care about their personal problems? I have never seen a credit card agreement that said, If you lose your job, or your mother gets sick, or you have a kid, or other expenses came up, then you don't need to worry about paying us.

Also, placing a claim against probate is a standard industry practice. You are not off the hook just because you died, regardless of the cause of death. The heirs are never given anything until all the creditors have been satisfied. This includes the IRS, your car payment, your mortgage, etc.. If you really love your heirs, get all of that settled up before you join the choir. I can't tell you how many people were shocked when they found out that mom or pop was living on credit cards the last few years of their life. Instead of focusing on them, they tended to blame us. All we did was lend the money. They were the ones who borrowed it.

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#6 UPDATE EX-employee responds

Robert in South Euclid...

AUTHOR: Marcie - (U.S.A.)

POSTED: Saturday, July 30, 2005

I am the original author and I have to tell you Robert, you are delusional. FYI, I was an All Star for 2 consecutive years at MBNA. Therefore, you can take your presumptions about my performance there and shove them up your a*s, if there's any room left after you move your head to the side. You have completely bought into the BS that MBNA likes to try and shove down the throats of their employees, when they really dont give a d**n about you or their customers. They care only about how much money they can make for the people at the top.

I have my graduate degree now so, unlike you, I have no need to work in a phone based environment, but I see that your uneducated a*s does. I make a very nice living now and now own 2 houses, 1 I live in and 1 I rent. I still have friends at your pathetic company and I am kept well abreast of the happenings there. Now that the bank has been sold, I'm sure that you and the rest of your degenerate type will be out on your asses faster than Randy Lerner can say "gimme my money". Have fun working for a collection agency you pathetic excuse of a human being, but since you probably wont even be able to get a job at a fast food business, I'm sure my tax dollars will be supporting you and your bastards on welfare. How you can look at yourself in the mirror every day is beyond me. After you get downsized by BOA, good luck looking for a job, since you have no marketable skills to speak of, unless you consider lying, stealing, and cheating as attributes that should be on a resume. Please contribute to society by killing yourself. The rest of us would most certainly appreciate it.

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#5 Consumer Comment

Couldn't agree more with the original author

AUTHOR: Tara - (U.S.A.)

POSTED: Friday, July 22, 2005

I just wanted to say to the original author of this post - you are completely right. And the fact that it comes from a previous employee really says a lot. I have had many problems myself with MBNA, especially surrounding the whole "eBay Anything Points" Mastercard. The real "bottom line" is that it is clear that all the want is your money and then treat you terribly. I believe I am going to take your advice and get out! After all, the best thing a consumer can do to punish a bad business is to not give them their business anymore.

I also wanted to say to Robert - first of all, there's just no need for personal attacks. Just because someone else has had a different experience than you does not mean you have the right to degrade them. I am assuming from your post that you are also an employee of MBNA. Overall, it is going to be the customer's experience with the company that will make or break its success.

And finally, I would also like to know about the federal regualtion about SSN's over the phone? Anyone? Every time I call any company I am always asked for this.

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#4 Consumer Suggestion

What federal regulation?

AUTHOR: Bruce - (U.S.A.)

POSTED: Monday, July 04, 2005

What federal regulation states you can not provide your social security number over the phone?

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#3 Consumer Comment

MBNA America Ripoff

AUTHOR: Kathy - (U.S.A.)

POSTED: Monday, July 04, 2005

MBNA just closed their local call center here in Dover NH. I do agree with the original author. They were once one of the best, but something sure did happen to this company.

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#2 Consumer Comment

MBNA balance transfer

AUTHOR: Steve - (U.S.A.)

POSTED: Monday, July 04, 2005

I called up. On the application form theres a code. Unable to access it I called and they said the numbers over my name.

They also asked for SSN. Its against the law to say it over the phone via federal regulation so I hope the company understands that.

I also heard a $655. fee and something else. I wasn't too thrilled about that. I also run a vending business where I will be very big. I'm not worried about payment b/c if I can mail it out 5 days ahead they should get it. If I do have problems and a different offer comes to me depending which way it goes then thats what I will do.

About Bush and bankruptcy laws we have a dictator in this country. He makes it harder for any hard working american in this country.

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#1 UPDATE Employee

MBNA Customer Assistance

AUTHOR: Robert - (U.S.A.)

POSTED: Saturday, June 04, 2005

I usually do not respond to posts I read here but I had to on this one. It's funny to post all the bad stuff once you left the bank. I didn't see one positive thing in your post. You said "It got to the point where I despised having to get up and go to work because I hated what I had to do. I was suffering physically from stomach problems, which I later learned were related to my job." You had to be pretty weak minded to even work there. You sit at a desk and make phone calls. That is what it comes down to. It sounded like you worked in the charge off area because they do work alot of overtime and work on Sundays. People who work the overtime and come in on Sundays usually show the best results. Look at it this way, if these people would pick up the phone during the week we would not have to come in on Sundays and call them.

I think you need to get the record straight. We care about the Customer. The Customer is our most valuable asset. Without them MBNA would not be where it is today. I do agree that when Al Learner passed away things did chance but not everything can stay the same forever. MBNA still provides #1 Customer service even when the Customer is about to charge off we work with everyone until the 11th hour. We are still considered Account Managers not "collectors"

The payment plans you were referring to that we changed in the middle of the month is not true at all and calling the Customer back and telling them we lied is B.S. We modified the plans to make it easier for the Customer to work with us. Many Customers were pleased with the new plan we provided. We get many Customers writing in to say how pleased they were with our level of service.

Another charge you make is that "...they just want to get paid and that they get bonuses if they collect enough money. They frequently violate FDCPA regulations and nothing is ever done about it." MBNA has strict quality standards that constantly monitors conversations with representatives and Customers to make sure that we are not violating FDCPA. MBNA's quality standards are #1 in the industry. Nobody even comes close.

I would say 85%-90% of your post is B.S. I think you were uspset because you could not meet up to the higher standards that MBNA sets for their employees and weather you got fired or not is not the issue. It's too bad you bad mouth the company that "paid you well" and "gave you great benefits" I just don't buy your story that you "quit" because you were "suffering physically from stomach problems"

I hope your having fun working at the Wendy's drive thru on Chagrin Blvd. I bet you were a shoe in for the job when you told them your pretty good at wearing a headset but your couldn't eat their food all the time because you have "stomach problems" from your previous job.

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