Joy's Creative Interior Designs

our letter dated February 13, 2018 regarding [redacted]'s complaint that PBGC did not provide proper customer service in his request for an application.A review of [redacted]'s file and call records shows that an error occurred in the handling of [redacted]'s first call. The call center...

allowed [redacted] to leave a voicemail message on the processing representative's phone not knowing if the representative was out of the office. The call record shows that [redacted] called on February 7, 2018, requesting a new application package. The representative had previously mailed him one back in June 2017, so he requested the representative by name. This call was prompted by our letter dated December 14, 2017, stating that he would be 70-1/2 on April 1, 2018, which required him to begin his pension. Based on the message [redacted] left the representative submitted an actuarial request to recalculate the benefit. Calculations beyond normal retirement age must be calculated by an actuary. The actuary completed the calculation on February 12, 2018. The application and calculations were mailed February 13, 2018.I did not find a call log dated beyond 2/7/18. It appears that the representative completed the request but did not call [redacted] to verify the request. The manager was made aware of this complaint and asked that he speak with the representative that handled the request. In addition, I spoke with the manager of the call center. Customer's should not be allowed to leavemessages. The call log should be tagged as an action request so that any representative in the office can assist.I attempted to contacted [redacted] on 2/2018 & M1/18, to explain our process, apologized for our errors and not setting proper expectations. My attempts were unsuccessful. I left two voicemail messages. If he should callback I will again apologize.I hope my response is satisfactory. If you require more information, please let me know.Renee H[redacted] PBGC Problem Resolution Officer