Each was referred to us by the same affiliate company. We work with various debt settlement groups to offer legal advice and document services to their clients. Most of the time, things run smoothly... but this one company we work with is anything but easy. They're constantly giving clients the wrong information and after six+ months of re-explaining things to these poor callers, a rant is well overdue.
1) We are not Affiliate A's legal department.
2) We do not already have your information or documents.
2a) No, I don't know why they told you we did.
2b) No, Affiliate A will not send it to us. You must do this.
2b.1) No, we cannot reimburse you for the cost of faxing.
3) There IS a fee for legal services.
3b) This amount is based on type of documents you have. The ones we don't have yet.
3b.1) Yes, I know you faxed them to Affiliate A. That's not us. See #1.
All of the above points are typically not explained by the rep at Affiliate A, who usually places them on hold and then transfers them to us either a) without notifying the client that they're being transferred, or b) telling them they're going to the legal department. Quite often, the affiliate rep will also transfer clients to us for things we don't manage: settlements/negotiations, questions on payments, desires to cancel their account, etc. Quite often, they will neglect to tell the client to contact us until they are right up against a deadline to file legal documents or quickly approaching their court date. And then of course, it's our fault we can't process everything in less than 48 hours.
As for Affiliate A's actual legal department? Well, they work on negotiations and arbitration type stuff... and they do have people who call clients to talk to them about those subjects. The issue there? They leave their name, but no means of contacting them directly. So we get those transfers too, and I have to tell people that "Sorry, Rep 1 doesn't work for us. No, we're not Affiliate A. No, I don't know why they transferred you here.
Does anyone else out there have affiliate woes? I'm sure I can't be the only one.