... what?
I recently became aware of an outfit called DisabilityHelpInc that I thought would be able to help me, a person of moderate tolerance and low perseverance navigate the wretchedly byzantine disability system we have. (Maybe it's not, but it scares and bewilders me.) I called them recently and had ... well, maybe you oughta read the letter I wrote a supervisor. So far as I know, I'll never get to send it; I'll have to talk to them on the phone, but this helped me get my thoughts in order. It will also serve to remind me of what happened.
DisabilityHelpInc supervisor:
My name is John, and I suffered a Traumatic Brain Injury in 1984. Since then I have been struggling quite a bit with many things, one of them being the byzantine disability system. When I found out about your organization, I breathed a sigh of relief because I thought you may be able to get me some of the assistance I've needed.
For a week or two I have been playing phone tag with Patty in your call center. I was finally able to get ahold of her this afternoon around 4pm CST -- but I really wish I hadn't. Patty provided appallingly bad customer service, and I really feel that I was discriminated against.
Throughout the entire process, Patty's voice was flat and disinterested. When I explained my problem to her, she asked me "How long ago did you see a doctor about this?" A fair question, but one I didn't recall the answer to: the last time I'd seen a professional about this particular problem was a year or two ago when I had insurance to help me pay for it. I told Patty that I didn't remember, and she said something on the order of "Well, we need to know this, because it gets better. It goes away."
My mouth fell open. Brain injury does NOT go away. I have MRI films that prove there is permanent structural damage to my brain. Even now, 23 years later, it is still difficult for me to marshal my thoughts, I have problems with memory, depression, motivation, and so on. I was outraged at the sheer level of ignorance that Patty displayed, but I did my best to laugh and shrug it off.
Next she wanted to know my level of income. Again, fair enough, but I was not prepared for the question. "I don't know," I stated. "Well, how are you meeting your expenses?" came her reply. I sketched an outline of how I'm meeting bills, and she said something like "We need to know exactly."
"Fine," I said. "Email me all the questions you need answers to, and I'll try and get them for you."
"We don't do email. If you want to proceed, we have to do it over the phone," she replied. "Do you want to proceed?"
"Yes, I guess," I said after a while. "What is all the information you need?" I was going to write it down myself.
"We need income ..." she continued in the same aggravating flat tone of voice.
"Income, I know," I interrupted. "What other information do you need?"
And she hung up on me. She hung up on me.
Shortly thereafter I called back and spoke with Angela, who I asked to connect me with a supervisor. Angela seemed a good deal more pleasant than Patty did. She told me that the supervisor was out for the day, and would I like their voicemail? Sure, I said, and was connected with what sounded like a general mailbox.
I am appalled and outraged at the atrocious customer service and sheer ignorance displayed by Patty. As I said above, I feel that I've been discriminated against -- I should not have to educate Patty on the severity and repercussions of traumatic brain injury.
Thanks for your attention to this matter.
John
DisabilityHelpInc supervisor:
My name is John, and I suffered a Traumatic Brain Injury in 1984. Since then I have been struggling quite a bit with many things, one of them being the byzantine disability system. When I found out about your organization, I breathed a sigh of relief because I thought you may be able to get me some of the assistance I've needed.
For a week or two I have been playing phone tag with Patty in your call center. I was finally able to get ahold of her this afternoon around 4pm CST -- but I really wish I hadn't. Patty provided appallingly bad customer service, and I really feel that I was discriminated against.
Throughout the entire process, Patty's voice was flat and disinterested. When I explained my problem to her, she asked me "How long ago did you see a doctor about this?" A fair question, but one I didn't recall the answer to: the last time I'd seen a professional about this particular problem was a year or two ago when I had insurance to help me pay for it. I told Patty that I didn't remember, and she said something on the order of "Well, we need to know this, because it gets better. It goes away."
My mouth fell open. Brain injury does NOT go away. I have MRI films that prove there is permanent structural damage to my brain. Even now, 23 years later, it is still difficult for me to marshal my thoughts, I have problems with memory, depression, motivation, and so on. I was outraged at the sheer level of ignorance that Patty displayed, but I did my best to laugh and shrug it off.
Next she wanted to know my level of income. Again, fair enough, but I was not prepared for the question. "I don't know," I stated. "Well, how are you meeting your expenses?" came her reply. I sketched an outline of how I'm meeting bills, and she said something like "We need to know exactly."
"Fine," I said. "Email me all the questions you need answers to, and I'll try and get them for you."
"We don't do email. If you want to proceed, we have to do it over the phone," she replied. "Do you want to proceed?"
"Yes, I guess," I said after a while. "What is all the information you need?" I was going to write it down myself.
"We need income ..." she continued in the same aggravating flat tone of voice.
"Income, I know," I interrupted. "What other information do you need?"
And she hung up on me. She hung up on me.
Shortly thereafter I called back and spoke with Angela, who I asked to connect me with a supervisor. Angela seemed a good deal more pleasant than Patty did. She told me that the supervisor was out for the day, and would I like their voicemail? Sure, I said, and was connected with what sounded like a general mailbox.
I am appalled and outraged at the atrocious customer service and sheer ignorance displayed by Patty. As I said above, I feel that I've been discriminated against -- I should not have to educate Patty on the severity and repercussions of traumatic brain injury.
Thanks for your attention to this matter.
John