Money Management International MMI People I spoke to: Anna Davis - Counselor Fernanda - Counselor Jessica Garza (ext 5175) Manager Formal Complaint Regarding Excessive Hold Times and Poor Customer Service Stafford TX

Dear MMI,

I hope this letter finds you well. I am writing to express my extreme dissatisfaction with the level of service I have received from your customer service department on this date (12-11-2023 - Monday). As a customer who relies on your assistance for housing and utilities, I have encountered persistent issues that have significantly impacted my experience.

My primary concern revolves around the excessive hold times I have experienced when attempting to contact your customer service representatives. On numerous occasions, I have been forced to wait for unreasonably long periods before reaching a representative, making it extremely frustrating and inconvenient. This extended wait time has not only caused me undue stress but has also resulted in wasted time that could have been better spent attending to other essential matters.

Furthermore, the quality of customer service I have received during these interactions has been subpar. The representatives I spoke with lacked the knowledge and expertise to address my concerns effectively. I encountered difficulties in obtaining accurate information and experienced a lack of empathy regarding the urgency of my housing and utilities-related issues.

I would like to emphasize that the stress resulting from these service issues has had a direct and adverse impact on my health, specifically my heart condition. As a customer managing a medical situation, I believe it is crucial for your organization to recognize the potential health implications of prolonged stress. Therefore, I urge you to prioritize and expedite the resolution of these concerns to mitigate any further negative effects on my well-being.

As a customer who depends on your services for essential needs, I find this level of service unacceptable and detrimental to my well-being. I believe that every customer, regardless of their situation, deserves timely and effective assistance, especially when it comes to matters as critical as housing and utilities.

I kindly request that you investigate the issues I have raised and take immediate steps to rectify the situation. Specifically, I recommend the following actions:

Reduce Hold Times: Implement measures to reduce excessive hold times and improve the efficiency of your customer service hotline.

Enhance Training: Ensure that your customer service representatives receive comprehensive training to handle a diverse range of customer concerns with professionalism and accuracy.

Streamline Processes: Review and streamline your processes to expedite issue resolution and enhance overall customer satisfaction.

Improve Communication: Enhance communication channels to keep customers informed about the status of their requests and provide realistic timelines for issue resolution.

I trust that you will address these concerns promptly and take the necessary steps to enhance the quality of customer service provided by your organization. As a valued customer, I believe in the importance of continuous improvement, and I hope that my feedback contributes to the betterment of your services.

I appreciate your prompt attention to this matter and look forward to a positive resolution. If necessary, I am open to discussing these concerns further through a follow-up conversation or meeting.

Thank you for your understanding and cooperation.

Sincerely,

Nathan Martoff