ComplaintsforNASW Assurance Services, Inc.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 09/27/2022 I submitted a request to have a form completed to satisfy a requirement for working with a local governmental agency. I submitted the from as instructed by customer service and was told the form would be completed within 3-5 business days . To date that form has not been completed thus making me ineligible to receive payment or schedule services with the organization. I have called NASW RRG/Assurance services multiple times (6 or more) and spoken to four (4) different customer service representatives. I was finally told the form was sent to the wrong department but rerouted to correct one. Additionally, with each customer service representative, I was promised the request would be flagged a priority. One customer service representative even told me she had spoken with two supervisors and they were ensuring my form would be completed expeditiously including me receiving a service recovery call from a manager. To date, I have received no such call and my form still has not been completed. Also, I have not been given any way to remedy this on my own. I have not been given any information(phone or contact person) to call the responsible department on my own nor have I been given any contact information for the customer service manager, although I asked. I was given the names Julie C******** and Justin m***** as managers but no information to contact them on my own. I have followed all guidelines, procedures, and instructions as they have been given to me. I have waited the allotted turn around times before inquiry with no resolution. I have been promised the matter was being handled and resolution was to be expected within 24 hours. This delay is negatively impacting my small business and reputation. I have no other numbers or point of contact beyond the customer service representatives who have not offered or supplied any upon request. My last follow-up call was on 11/07/2022 with the same promises made. I need assistance in resolving this issue.

  

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/11/10) */ The request for administrative documentation has been addressed and concluded for the customer today. It was found that the delay was caused by an accidental administrative error and a processing delay with the insurance carrier underwriter. Both have been addressed and amended to not cause any further issue. Consumer Response /* (3000, 7, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neither I nor the requesting agency has received the completed document to date. Business Response /* (4000, 9, 2022/11/15) */ A copy was sent to the complaint on November 10th. I personally sent another copy wish I am attaching to the file. I experienced problems with the agency fax number ************ so a copy was placed in the mail. I have also called the agency at ************ and left a voice mail. I am trying to obtain a working fax number for the agency. Consumer Response /* (2000, 11, 2022/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received completed document via email 11/15/2022.

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