I’m leaving this review to share both a frustrating experience and to recognize excellent customer service where it was truly deserved.
I initially spent two hours on the phone with a representative trying to get help lifting a restriction from my account. Unfortunately, during that entire time it felt like the representative did not fully understand what needed to be done, and I was never transferred to the correct department. After two hours without resolution, I had to hang up and call back again.
The second time I called, the representative immediately understood my issue and transferred me to the correct department in less than two minutes something that should have happened during my first call.
Once connected, I was assisted by a representative named Gladis, and I truly hope this review reaches her and her management team. Gladis was professional, efficient, knowledgeable, and incredibly helpful. She resolved my issue and lifted the restriction from my account in under five minutes.
What took two hours during my first call was completely resolved within about ten minutes thanks to the second representative and especially Gladis. Their efficiency, competence, and professionalism made a huge difference in my experience.
Please recognize Gladis for the outstanding job she did. Employees like her are exactly what great customer service should look like.
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