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November

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Phone Number
November 28, 2022
3:56 PM
133348
4

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
3:55 PM
189149
1

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
3:54 PM
189149
1

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
3:51 PM
189149
1

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
3:45 PM
189149
1

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
2:35 PM
176541
7

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb
November 28, 2022
2:11 PM
187242
7

82f6f8de9070c7922a8e42c6bdeecd77ef5bf80742cc90c76e9e4736df1032cb

Call Date
11-28-22

Agent ID
176541

Call Length
40:13 mins

Agent Call ID
b826f871-8ba1-4bb3-80d7-599fb9225c55
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Start of the Call:02:35:48 pm

Hi good afternoon you've reached [LOCATION] customer service supervisor this is steph speaking.
02:35:54 pm

Um hi i cannot hear you at all.

02:36:01 pm
[personname] now now. Can you hear me now?
02:36:03 pm

Nope nope i can hear you now.

02:36:06 pm

Yeah my name is [PERSONNAME]'M a customer care specialist from [LOCATION] how may i help you today?
02:36:08 pm

Hi um so i um i just spoke with your representative [LOCATION] she was not rude at all and that she was trying to
be helpful however um she seems to not understand the i've very [PERSONNAME] educated on how this process
works because i've been with [LOCATION] for [PIINUMBER] a half years i did my undergrad and i'm.
02:36:14 pm

[vocalized-noise] [vocalized-noise] [vocalized-noise] [vocalized-noise] [vocalized-noise] [vocalized-noise]

[vocalized-noise].
02:36:18 pm

About to finish my graduate program um so but i need that clear the beginning of the call that i very aware i also
chose the prompt about where's my refund blah blah blah blah just so i could say that i did all that before i got him a
call with a um customer service agent um but she felt the need the entire time on the call to try to educate me on.
02:36:34 pm

[vocalized-noise] [vocalized-noise] <unk>.

02:36:36 pm

How a refund work and i tried to [PERSONNAME] her i know all the input out to the refunds um and i noticed
respected her but i guess she felt that needs to try to tell me that i didn't know what i was talking about um i don't
know but like i said she wasn't read at all but i think she was [PERSONNAME] trying to do her job but it didn't it
didn't really helped me um but the issue here that why is that you guys don't have my refund yet it i don't know how
i don't know why but i have been like i said i've been with [LOCATION] for 70 a half years um my refund it based
off of how the schedule works i meticulous le- when i was an undergrad i knew how to schedule work and it was to
a team in graduate school it's sent to a p- so based off of that i should be getting um an email to um stating that you
guys have it and then i should be getting my check tomorrow however no one. Has it um there's there's not even i
post date on it literally nothing and so that's a concern for me because i haven't been um i haven't i'm not getting paid
tomorrow um and when i could pay i mean that's my refund however i have a very unusual circumstances i had
surgery back in march right after i started grad school and it unfortunately went very wrong and i'm having to go
through more thing so unfortunately i had an issue where um i couldn't pay my bills and i was depending on this
money and fortunately and you know people gave me an extension until tomorrow because when he mass out
everything how it works i would be paid tomorrow how the schedule work because and i've et cetera and a half
years it's never been wrong never ever ever been off um but apparently i heard that you guys started early for the
holidays which great um but um i guess you guys had some technical issue on your end am i correct?
02:36:54 pm

Hi ma'am i just want to make sure do you understand you correctly you are calling regarding about your refund
right.
02:38:49 pm

Yes ma'am yes ma'am um so.

02:38:55 pm

So you're expecting a refund from your school.

02:38:56 pm

Yes ma'am tomorrow but they talk with the schedule for graduate school and how this schedule work it should be
tomorrow i got my email [DATE] from my school and technically i don't even get that uh email till [DATE] but i
guess because of the holidays they started early and i heard that you guys started early but i heard that you guys have
technical issues with you system or something last week.
02:39:00 pm

Ma'am we are not aware ahead of time on when you're going to receive a refund from your school what we can rest
assured here to you is once you receive it we sent you an email.
02:39:22 pm

Yes ma'am i don't need it i don't need an education like i just paid it about the first lady um ask the question did you
guys have technical issues last week.
02:39:28 pm

I don't have any i cannot see that information that we have uh technical issues on our end and also.
02:39:41 pm

System is.
02:39:42 pm
Uh it's gonna wai- that's fine. Can i can i speak um respectfully i did that you guys had technical issue whatever that
case may be the it held you guys up a little bit uh and then you guys got started late back on them but the holiday
vis- gotten search so unfortunately my my my loan is not coming through tomorrow because of all this you guys last
responsibility and accountability on your end to say hey rose or you can sue you guys are behind now no one on
your end from your corporate company literally sent out a blanket emailed to anyone stating take longer behind um
to or excuse me refunds are behind we cannot give you an eta no one sent that email out so now tomorrow i and i the
lady kept saying you're still have to wait for an email um no offense but no shit excuse my language on that one but
um you don't think that i know what after 70 a half years i don't need any application on how this process works
because like i gotta down pat how do you think i had it done packed to the day like i know how this process work so
you're telling me just uh wait for an email how reckless in [PERSONNAME] is that for y'all to say to me when these
people didn't sentence that i don't have an even an email from y'all saying hey we're behind we don't have an epa for
you we're behind literally that's that's that's an issue no one is there anything stating that you guys will behind or
refunds are behind we just have a lot to get through?
02:39:47 pm

That.
02:41:04 pm

Bear with us when mine is not come in tomorrow.

02:41:10 pm

Ma'am we don't have that information especially when we receive a refund here from your school we send you an
email notification to let you know that we already receive a refund from your school.
02:41:15 pm

Ma'am ma'am i know that m- ma'am i don't need you to say that again i didn't i just say i know how that works
[PIINUMBER] times over i don't need to educate down that again i know when you receive it you release it and i
get an email please do not say that to me again because you guys are sitting has condescending me and try to tell me
that i don't know how this work i do as i said to [DATE] type i know and that's how i know i'm not getting my
refund tomorrow because my school is already told me it hasn't been processed and because you guys they had to
stop sending them or whatever and they they said that they know that you guys had um technical issues they know
that y'all had issues and now you guys are very behind they know that for a fact of whether you got your gonna call
me or not because you have to library company because uh because you guys did not send out an email that's the
issue no one issued a blanket statement from your company telling people that your loan for behind or excuse me
your refunds will behind so now i have to call the bill collectors with no payment from you guys saying yorba
[PERSONNAME] because your to your.
02:41:21 pm
No ma'am there's nothing wrong on our end and actually this is the first time that you are calling about the refund
that was not been processed because we have a lot of customer that they may able to receive the refund and there's
nothing wrong on our end what we rest assure you here is once you so. Have you receive an email from
[LOCATION] letting you know?
02:42:18 pm

There was there after that absolutely funds <unk> man.

02:42:21 pm

Yes the what ma'am i'm not done ma'am.

02:42:32 pm

That we are processing your refund may you please provide me the reference id number.
02:42:36 pm

May um i don't need you to say. Is there a problem because you won't let me see because who over you y'all will not
even one fuck?
02:42:38 pm

And the last person you can talk to here ma'am.

02:42:46 pm

No okay then i wanna talk to somebody over you because you're not even letting me stupid all you're telling me is
the email email email i know how it works i already now but that's the issue is that my email will not come birthday
because you guys are still behind i already got confirmation on you guys are behind.
02:42:49 pm

Do you have that information may you please provide me the reference id number for all these information.
02:43:08 pm

That's why i'm not getting yes.

02:43:08 pm

Excuse me.
02:43:15 pm
Do you have those all the reference id number for all this information that you are telling that we are behind.
02:43:16 pm

Okay so i don't understand where you're calling to sending attitude is coming from but you don't speak to a customer
that way. Can i please speak to someone above you because i'm trying to be called but all you do is keep cutting me
off and telling me that i don't understand how this process works and i need to wait for an email and wait for this not
search i'm calling to talk to you bought something because of that and you won't even let me get to the point and
you're sitting here arguing the point with me i'm trying to say you have a reference number for all that information
none of your business at this point i wanna talk to whoever is over you because i don't know where you guys thought
off with your attitude but this is completely unprofessional trying to figure it educating is i already told you i know
how the entire process works i know you got an email and when it gets processed i know that it's not process right
now i said that four times i know that it's not been processed but the problem is and you would not letting me tell
you and the issue is that you guys have not issued a statement saying you're behind so please let me talk to your
supervisor because you are completely out of one at this point?
02:43:23 pm

And the supervisor here.

02:44:18 pm

And your your calls are recorded your calls are recorded so just the just be noted that your what you have been
talking to the law and the person but for me that's still find who's above you you guys told everybody got something
about them you're not the owner.
02:44:19 pm

I'm just supervisor here ma'am if you want to talk to someone else that i can go ahead and send a request to give you
a callback and [PIINUMBER] to [PIINUMBER] business hours.
02:44:33 pm

No ma'am so i'm not waiting [PIINUMBER] to [PIINUMBER] hours because y'all are sitting here telling me i have
to just wait y'all have know you see it when i'm gonna get my refund at this point and if it's on a schedule it's
literally on a schedule and i know how it works i've been with [LOCATION] for 70 a half years i know how it
works so i know for sure i can confirm.
02:44:41 pm

Um um.
02:44:50 pm
Or none of your business how i know that but that you guys are behind so i'm not waiting [PIINUMBER] to
[PIINUMBER] hours for our callback because y'all are putting here saying you nobody pairs and nobody has like
couldn't even helped me out was getting a little email stating that y'all are behind so i can tell you broke license
because he knows that happened because of the situation that nobody issued state.
02:44:59 pm

Um um um but um.
02:45:01 pm

Um.
02:45:15 pm

[personname] are behind i put my cellphone will be cut off tomorrow my lights will be cut off i'd never been late but
you bill collectors do not care anymore because the coded that happen for three or trust me i wasn't alone business
but i out of work because of a serious injury and nobody cares i've literally never had to [LOCATION] extension but
after extension and i gave them the exact date because i knew.
02:45:20 pm

<unk>.
02:45:21 pm

When i get my refund new and this first first sign and 7 and a half years but this has happened and no one has an
answer just wait wait til your email come new new crap no crap i don't wait clear email comes in you know when
it'll take the ride that's the problem the i've literally being told to wait for an email and center and you'll have litter
renew epa at this point i don't even have an eta i can't even pull it from my at this point because you guys have no
idea because you're behind that's the problem that is literally the problem and i don't have an email from
[LOCATION] saying hey um you don't even have to say [LOCATION] is a little back up because it's holiday but
we're getting to you as soon as possible we just do not have an eta when your your purse -[LOCATION] i can't even
use that i cannot call the bank <unk> can't call a bill cluster and say hey unfortunately my my 2nd notarized and
they're saying i have to wait for an email um until i know for sure when i'm getting a getting paid or will give me
what i'm getting my refund so that way i can pay you um they literally will say that's too bad because you don't have
any proof verify in the back to pay?
02:45:40 pm

All [LOCATION]'am so you already mentioned you already mentioned that you already know the process right so
you already know the process that once we have received an email or once you have not received an email from
[LOCATION] that means we have not received a refund for you.
02:46:48 pm

So now i.
02:46:49 pm

That's not the <unk> i really appreciate i rea- i just hit me again that's not the purpose of nice talking to you that i've
i love i love that you guys try to re i just hit me in and pop long and [PIINUMBER] cent you get i love that who do
and that's not the purpose of me speaking to the purchases that i have bills you know that i- i agreed to
[LOCATION] but you guys and i was telling me it literally could be any time you don't have a ach because of a lot
of responsibility and held for i don't have anything documents it's stating that i don't know when i'll be paid i paid
called these people and hey these people told me to wait for an email into an air um and then i might yellow pages
sometime this week i don't have anything because y'all never received anything out to the customer's stating that she
don't know when refunds will be issued?
02:47:01 pm

That is correct ma'am and the pr- since that we have here for refund if you want to the more i can go ahead and
connect you over here to our refund line information or refund line department who can give you more information
about how you refund words and how your refund process it could give you an answers to your refund questions as
well and since you have not received an email from [LOCATION] then that means we have not received anything
from your school?
02:47:46 pm

No they could you tell me that again ma'am i promise you i will i will i will have a very nice talking to your
supervisor i'm not certain your job by any means at all but it's extremely inappropriate with you guys just sitting here
trying to be [PERSONNAME] sending to me when i'm telling you ma'am i had to offer systems on these bills and i
used up my my refund probably tomorrow so i could pay the bills and now i'm literally being called to send it on the
phone you're talking [PERSONNAME] you're sitting here well you know the process the wire yet your mailing
address i'm not yelling and anybody the problem is is that you got your company did not take accountability and
issue a statement that i can provide to all these people that i promise peanuts tomorrow but i don't know when i will
be paid at this point that's the issue and y'all fix the issue is that she knows the process the why she college why she
called us because you guys i did the literally for 70 a half years the date has never changed their system you send me
a thing [DATE] i get it the following [DATE] for for graduate school it has never ever ever change so that is how i
know that you guys are behind but i also have confirmation from another source but you guys are behind so you
guys are willing to just sit here and try to teach me over and over and over again and you're not you're missing the
whole point of the conversation that just wait for an email you're telling me a week or something and thin air and
you don't know when it'll happen so bill collectors are gonna say wait and then i'm sorry we don't we don't operate
like that i've never had to asked for an arrangement on any type of bills and 1 time i knew guaranteed when i already
paid you guys never issue anything prior saying there was no eta when i could've reached out i couldn't reach out if
there was a delay uh dataease ago and said hey i don't know what happened here is the email proven not taric taric
confirmation something's wrong and they put uh worked with me i have no time now because they're expecting
tomorrow morning the payment and i will not have the money and i don't have anything from your company stating
that you guys are clearly not ontrac so i had no validation i will not be paid?
02:48:09 pm
I um i can try to pull up your information here first and see if we really received anything or any refund here from
your school if we have not received anything.
02:50:01 pm

The [vocalized-noise] the girl was at my account and said my account says that there's the last refund was september
so.
02:50:12 pm

Um then if that in case if you really would like to know if we really receive a refund here from your school you can
go ahead and contact your school are you able to contact your school.
02:50:18 pm

Excuse me.
02:50:29 pm

Are you able to contact your school just to confirm and make sure that they already resend your refund here to
[LOCATION] if you really would like confirmation.
02:50:29 pm

Fo-.
02:50:32 pm

They said they sent it they sent it [DATE] they did.

02:50:37 pm

Um can. Can you said can you go ahead and contact your school instead so we can go ahead and confirm it together
with the school?
02:50:42 pm

My school already confirmed it to me today that it was sent there's no um there's no date no processing nothing on it
because you guys are behind you guys stop stop.
02:50:50 pm
Now we are not behind ma'am we are still able to process any refund here not only from your school but all the
school that we are affiliated to the [LOCATION] is not right. Can you go ahead and contact your school then so i
can go ahead and?
02:50:57 pm

They literally said that they that my school ma'am to ca- call them for they literally on the phone just now [TIME]
[PERSONNAME] just call confirmed that they sent it [DATE] and you're it hasn't been processed through you guys
yet.
02:51:06 pm

Um all right then what is the trace number so i can send it to the banking team for further investigation are you able
to get the trace number trace number and transaction number as a proof of the transaction that was been made?
02:51:18 pm

What is it what what they?

02:51:29 pm

What do you mean the proof that they sent it to you?

02:51:37 pm

Yes as you mentioned that your school already told you that they already successfully sent the money here in
[LOCATION] right so what is the trace number and the proof of the transaction number?
02:51:40 pm

Wha-.
02:51:42 pm

Yes okay so what what is the deal but what is the deal with you guys being condescending and having a
[LOCATION] now excuse my language to the app?
02:51:48 pm

Ma'am we need that information if you really insisted that your school.
02:51:55 pm
Okay so. Can you hold on a 2nd so i can talk if i really did the confirmation that it was say um why would i like
what what what do i get out of that?
02:51:58 pm

And we are not going to why as well because we are processing your refund fairly as long that we receive it from
your school will process it for you.
02:52:08 pm

She didn't get lady to <unk>.

02:52:08 pm

[vocalized-noise] um i need you to be quite so i can reach out to my school.

02:52:15 pm

Sure [vocalized-noise].
02:52:22 pm

Who i was just on the phone with hold on. Can you hold for a mo-?
02:52:22 pm

At the very first base i was not able to verify your identity because i was not able to pull up your information here as
well so if you let me verify you first and that will be great will you please provide me your first and last name and
the name of your college.
02:52:25 pm

Okay [laughter] so he said he didn't well do you want me to call my school or what would you like me to do my first
and last name is [PERSONNAME] is d v i n i uh my email on file is left lady [PIINUMBER] at yahoo dot com my
phone number is [PIINUMBER] my address is [PIINUMBER] [PERSONNAME] drive [PERSONNAME] drive
[LOCATION] [LOCATION] [PIINUMBER]?
02:52:37 pm

Le um.
02:52:46 pm

Five.
02:53:03 pm

I'm sorry i didn't get that what is the name of your college again?
02:53:03 pm

[vocalized-noise] it's [LOCATION].

02:53:08 pm

And your date of birth.

02:53:11 pm

Does she not just it's [PIINUMBER].

02:53:12 pm

[piinumber] [PIINUMBER].
02:53:17 pm

[piinumber].
02:53:21 pm

All right well thank you uh allow me one moment please i try to pull up this information. How about your email?
02:53:23 pm

The email on there it's lett l e p lady [PIINUMBER] at yahoo.

02:53:32 pm

And your phone number.

02:53:38 pm

[piinumber] this is being a part africa.

02:53:42 pm
Aside from that do you have any other phone number aside from this.
02:53:48 pm

[vocalized-noise] so she didn't change it is [PIINUMBER] that number is not valid it hasn't been down for a year i
asked you to change it when i was on the phone with her i don't even can't even use i can't get access to that number.
02:53:50 pm

All right if that in case we um yeah we can help you change that so thank you so much for all the information i
successfully pulled up your profile and i can see here all the status of the refund that we received from your school
and yes upon checking here the last refund we received here is.
02:54:06 pm

And i just <unk>.

02:54:07 pm

Way back on september twelve this here for the amount of [PIINUMBER] but aside from that we have not received
anything from your school.
02:54:23 pm

I know yes ma'am yes ma'am that's that's exactly what she said you too.
02:54:27 pm

All right so are you able to contact your school then right now so we can able to um confirm.
02:54:36 pm

[vocalized-noise] ma'am i would have funds and if you would have stopped talking for five seconds like i asked i
really i am very nicely would you like me to call them or what would you like me to do with you just send it asked
me a bunch of questions?
02:54:41 pm

Yeah sure go ahead.

02:54:51 pm

And you're looking for a trace number trace id.

02:54:56 pm
Trace number and <unk> transaction number as the proof that they already successfully sent it to us and what time
did they sent it and i would like to ask permission as i hear someone on your background so is that okay for you
disclosing information over the phone.
02:55:00 pm

Okay so.
02:55:09 pm

Um i can put you on you.

02:55:16 pm

But that is that okay for you.

02:55:21 pm

Sure.
02:55:25 pm

What is it [PIINUMBER]?
02:55:51 pm

To dial one now.

02:56:26 pm

All [LOCATION]'am are you still there.

02:58:32 pm

Yes ma'am mama hold.

02:58:35 pm

All right so. Have you already contacted your school?

02:58:36 pm
I'm on hold.
02:58:40 pm

All [LOCATION] go ahead i'm only able to <unk> [TIME] as well.

02:58:47 pm

I'm sorry what did you say about what?

02:58:53 pm

I'm also only able to hold [TIME].

02:58:56 pm

Uh no ma'am that is not acceptable because you literally just said for me to contact my school and i'm doing is just
that i'm not i'm not gonna have to callback and get to another supervisor i've been on the phone for [PIINUMBER]
minutes hello no no no sir i'm <unk> i go now okay so sorry millions and over.
02:59:01 pm

We need to initiate a three-way call i need to um listen to the school as well.

02:59:22 pm

Sure hi she does not even listening that does not know um hi i am calling because [LOCATION] services is so
wonderful to me and they are requesting that i called because they don't believe that i confirmed with you guys but
you guys sent my um my refund like [LOCATION] to my finances y'all they don't they don't believe that i- if i'm not
with you guys you're wondering if there is a trace number attached to it that they sent it.
02:59:29 pm

Sure it's [PIINUMBER][PHONENUMBER][PIINUMBER] [vocalized-noise] um [LOCATION] [LOCATION]

[PIINUMBER] [PERSONNAME].
03:00:02 pm

Yes they weren't like whatever the trace id or street whatever confirmation number you'd have confirming that you
actually just send it because yeah um i'm sorry no it's fine.
03:00:55 pm

Ma'am he's checking right now.

03:01:15 pm

All [LOCATION] go ahead thank you and also may you please ask what time did they send it and the date as well.
03:01:19 pm

Sure if i can get that information but i mean i don't know why when they told me that up [LOCATION].
03:01:30 pm

[personname] time of the date no sir.

03:01:54 pm

Hello thank you um did you initiated a three-way call where i could also here your school because i also have a
question to ask.
03:02:13 pm

What do you have to ask them you can ask them anything without my permission?
03:02:22 pm

No ma'am i need to contact us i need to directly <unk> uh ask for your school as well you did not initiated a three-
way call you need to initiate a three-way call in order for your school to hear what i am trying to say your to you as
well i'm able to hear your school?
03:02:25 pm

What do you need to ask my school?

03:02:31 pm

What do you need to pay to my school?

03:02:43 pm

This is the confirmation ma'am to make sure that you are telling the truth.
03:02:48 pm

<unk>.
03:02:50 pm
We need to ask it.
03:02:54 pm

I know you just say that to me on a recorded line ma'am my school has a recorded line and i called them sit [TIME]
[TIME] and they confirm that to me so ma'am you are well not within your right through legal right here legal
parameters to pay something like that and i really hope you have a good attorney.
03:02:55 pm

Um.
03:02:57 pm

I do understand that ma'am but we also need to listen to your school.

03:03:13 pm

I do do i have the right no ma'am you do not have the right to speak to you like that and 0 say something like that
when i called you you asked me to speak to my school and i'm calling it asked me for the information that you want
and you just said to me over the phone if you want my college on the phone to verify to tell that i'm telling the truth
number one you have to have my permission to speak to my school when with me on the line right here um on the
conversation is being recorded you are being recorded right now and now what is your first and last name?
03:03:16 pm

Yes we are also recorded ma'am h call is recorded here so yes my name is [PERSONNAME] [PERSONNAME].
03:03:47 pm

Yup yes ma'am and i um i. Can i confirm and verify with you that i spoke to my school i have they have recorded
call and i left her so continental saying that you um or recorded you are recorded on your call stating that you
wanted my phone he didn't want to tell me what you were saying that you wanted my school on phone without my
permission to hear the conversation and you literally you said outlook to verify that i'm telling the truth why would i
live about that you are not within your perimeter out all ma'am?
03:03:52 pm

That's why ma'am we asked you earlier if you were able to initiate a three-way call and you said yes three-way call
must be.
03:04:21 pm
No ma'am i know ma'am no ma'am i said no i said i will call them on my own i would not authorize you to ask a
question without me knowing what it is trustee the things that i've been through july seven months were never
authorize you to answer your question to anyone without my without my permission.
03:04:27 pm

All right did you did you get did you get the trace number then.
03:04:46 pm

I'm on the phone waiting for it.

03:04:49 pm

All [LOCATION] go ahead.

03:04:53 pm

And i mean yup and i need a direct callback within the next 30 minutes from your direct supervisor.
03:04:54 pm

Yeah sure i can give you that number are you ready.
03:05:02 pm

No no no i need yeah i'll take the number but i need to callback in your direct supervisor in the next 30 minutes what
is it?
03:05:06 pm

No that's not gonna work ma'am all the request must be sent to the banking team to give you a callback we'll be
processed and [PIINUMBER] to [PIINUMBER] business hours.
03:05:12 pm

No no ma'am you too you literally you can westwood in there that you told me that you wanted to verify that i was
not why i want the direct number and i'll stay on the phone if i have to for you to get them on the phone because that
is [PIINUMBER] percent out one [PIINUMBER] what is your name?
03:05:17 pm
If you really would like to talk to someone higher than me i can go ahead and send a request for them to give you a
callback that it will be processed and reviewed in [PIINUMBER] to [PIINUMBER] business hours.
03:05:34 pm

Yes ma'am because you're trying to find a biker time [LOCATION]'am i have [PIINUMBER] percent you can note
in that that i will be contacting my lawyer when i reached of get off the phone if they if i don't get a callback within
the next hour because i would i would like to handle it within the company you away [PERSONNAME] what's the
phone number.
03:05:43 pm

Yes ma'am but that's process we have here for you to request to stop talk to someone higher takes [PIINUMBER] to
[PIINUMBER] business hours to set proper expectation so. Can you give me your best callback number?
03:06:00 pm

Ma'am it could be it couldn't be done a [PIINUMBER] you threatens me you just called me a liar okay what is the
lady what's her name is [PERSONNAME] what's the zip code or ma'am what you supervised number?
03:06:08 pm

You want the number directly to our department.

03:06:30 pm

Hello do her yeah to the supervisor your supervisor yes [PERSONNAME].

03:06:30 pm

Who am i talking to i'm sorry we like to ask permission is it okay for you bianca to disclose this information
together over the phone?
03:06:36 pm

First to verify ma'am could you give me one second because my school could you please be quiet sir. Can you verify
that i just called in about [TIME] 30 bucks an hour ago now um the lady from [LOCATION] literally stated that she
wanted me to put you on speaker phone cos she could ask the question i?
03:06:43 pm

Whoever with you with.

03:06:44 pm
After what question and she said she wanted to verify that i was telling the truth and not one that i called in about an
hour ago to verify that you guys sent my refund to [LOCATION] she she said the icloud that she would like to
verify that i know i'm i'm telling the truth i did call you guys about an hour ago and verify that and i was i was given
the customer support number was asked e for admin not for um student that i had to get the support number for
students so i did call you guys about an hour ago because she's asking me to get the transaction number she literally
wanted without my permission to ask you if i was telling the truth.
03:06:58 pm

Let me on speaker phone i do now okay um it's not a business that um this is going to her supervisor this is going
through she said yes or no are both on a recorded line wait no i actually wouldn't be able to disclose any information
with the english <unk> or something it i would love for you about that validate that cos then it's on a recorded line
for a supervisor this is because um she she's [PIINUMBER] percent add a line of work for you to verify that heard
make possible stating that my god.
03:07:35 pm

<unk>.
03:08:11 pm

A student.
03:08:15 pm

All right so um may you please provide me the transaction number and the trace number as a proof that you already
successfully sent the refund here on our end because [LOCATION] have not received anything or any refund from
you guys from bianca.
03:08:23 pm

And i did call in an hour ago and spoke with them.

03:08:36 pm

What time did you send it and what is the date?

03:08:37 pm

[vocalized-noise].
03:08:40 pm
Because due to our process i know you guys also have the timeframe provide it to the students that if they have not
received an email from [LOCATION] and damaged we have not received anything or any refund from the school
and once we receive it that's the time we sent them an email to confirm and to make sure that we already receive the
refund from you guys but we have not received any.
03:08:42 pm

Did you try.

03:08:53 pm

<unk> not work.

03:09:00 pm

Seeing the reason that we she have not received any email as well.
03:09:02 pm

That's all and you guys like [PERSONNAME] i know and you guys gave me a support line to call isn't admin call
you can speed out from an hour ago um and say make y'all said it was spent there's no date on it nothing that you
can call over and talked to them and i did call over and i bought a supervisor the reason i'm on the phone with a
supervisor because i was like why did you guys send something out that unfortunately there's a decline um because
on the situation and you know i safe uh flawless so now apparently in line and i never called you guys an hour ago
um and that's where we're out with it that's why she asked me to callback and put you guys on the phone um since
that that the transaction i need to validate that you guys sent it this this amazon why but i never reached out to period
i've called them first so how do i get that port numbers for [LOCATION] for admin if i didn't call you all the the
[LOCATION] admin number is [PIINUMBER] um [PIINUMBER] i would've never gotten out if i didn't call you
guys so i'm not let you go ahead?
03:09:04 pm

Yup.
03:10:07 pm

When finish over just super um wireless no no no i know that i got my email [DATE] and when i called in about an
hour ago see the note that i called and asking about it and they told me that um it doesn't show anything as far as it
says that it was sent but um i can show a date on or anything because you know okay and i verified that i said i
verified that with this lady on the or why is that i know it doesn't say processed it doesn't have a date is not posted
nothing verified that i know how to but it works with uh getting emails for processing and they tried to con- to send
me an talk [PERSONNAME] several times telling me to process i know how that works the issue is is y'all are not
on time with you're if you're behind them they should i should have statement cos someone but she's saying that why
they never reach out to you guys i'm just saying that you guys have my loan i never said that i said i don't know um
if if i set exactly with you guys told me is that um when i called an hour ago is that you guys said there's no date on
it no posted nothing and no i have not received any email nothing i previously i know i set it all of that to them so
my apologies that this somehow they got to unblock and try to go through [vocalized-noise] [vocalized-noise] suny
<unk> yup just try to get that burden thank you?
03:10:13 pm

So ma'am. Have you gotten on your favorite [PERSONNAME] information at this point because um?
03:11:40 pm

Yes may you please provide me your best callback number and the best time to call you back.
03:11:45 pm

Um as soon as i get off the phone ago.

03:11:50 pm

But to set proper expectation i'm going to send this request to our banking team and it takes [PIINUMBER] to
[PIINUMBER] business hours so anytime.
03:11:55 pm

Um something like longer more than [PIINUMBER] to or does it shouldn't be callback something like this if you
um tell the whole church um because neither one lives in october circus reported.
03:12:02 pm

Um yes we also this call recorded on our end so what will be your best callback number?
03:12:10 pm

Yes and that's why i said this it's [PIINUMBER] the number that should be on my account and all i'm saying is that
if you tell the whole church to your supervisor that's what i can give you a callback because um you can pay
something like that to me um and you can't live at a different a recording i can't why bought anything i said i'mma
call i set a couple of passwords and i have apologize for that because.
03:12:19 pm

[location]'am.
03:12:24 pm

I was little frustrated and i even said it wasn't y'all fault but um the way that you guys told me was airline and then
he made the comment but touch it both comment like that you are [PIINUMBER] percent [vocalized-noise] violet at
a lot of things that are so um is this tire supervisor the truth my might be the right thing to do it so i can speak to a
supervisor and between figure this out um as quickly as possible because you do not ever tell someone there uh wire
and then try to was hold information to get my school on the line and ask a question without my permission as i say
that you can ask them if you tell me what it is and you did not want to tell me.
03:12:42 pm

Your request must be reviewed by the banking team first so i cannot guarantee that the supervisor we're gonna give
you a callback after we end this call so this will takes [PIINUMBER] to [PIINUMBER] business hours that if you
really would like to speak or to talk to another supervisor that i can connect you over to.
03:13:23 pm

It's saying that i wanna.

03:13:32 pm

Another supervisor who has the same level of me?

03:13:39 pm

No could you know and now that i wanna immediate callback because i was caught a wire by you.
03:13:43 pm

Um.
03:13:50 pm

I bet if you noticed that another would be you flat out for me to wire.
03:13:50 pm

I'm sorry but i did not tell you that you are a lawyer i just ask if you are telling the truth is the one that's why we just
want to make sure that i we are able to talk to a school as well all of your student initiating a three-way call we were
able to speak to the school.
03:13:56 pm

You letter yeah.

03:14:01 pm
You said you wanted to know if i was telling the truth that thing to see if i'm lying i'd nothing to worry about and
you don't ever tell someone wanna see if i'm telling the truth [PERSONNAME].
03:14:11 pm

Because we have not received anything or any refund from your school ma'am i'm so sorry but i don't have anymore
information here about your refund is i can go ahead and disconnect this call since you already running in circles.
03:14:19 pm

Yes ma'am [vocalized-noise] i told you set up ma'am [vocalized-noise] excuse me i didn't because he's getting any
information even if you wanted me i'mma put my school on the phone or here they're looking for it you wanted to
ask them if i was why you got that information i'm not.
03:14:21 pm

I'm willing yes ma'am i am willing to wait here for your school to give the information but if we still keep running in
circles here and i don't have anymore information here to provide where your refund at this time i can go ahead and
disconnect this call.
03:14:41 pm

Never said.
03:14:45 pm

Sure that's it fit fucking cycle no ma'am if that could be stopped talking for yourself but please please make it noted
and see i was told her supervisor immediately get off the phone because i wanna talk to them but my school is
getting the figure it out for you.
03:14:52 pm

Yes i already successfully send a request to our banking team here i just want to make sure that i am still giving your
setting <unk> set proper expectation that this will be reviewed by [PIINUMBER] to [PIINUMBER] business hours.
03:15:07 pm

Empty fucking and he talked to them ma'am ma'am he is talking would you like the information.
03:15:16 pm

Yeah sure go ahead.

03:15:23 pm
She should be showing.
03:15:31 pm

When do they don't even know it okay hold on one second ma'am um i i don't need anything else from you however
i'm making very they're very clear to you um i i do want i needed a callback from your boss um because it's your?
03:15:37 pm

[piinumber] percent not open you're right um from your supervisor immediately have a.
03:38:46 am

End of the Call:03:16:01 pm

Coaches Triggered