I've tried all of of those things (pressing 0 repeatedly, or asking for an agent repeatedly, or just not saying anything until it transfers- although sometimes it will disconnect me instead of transferring to an agent.) However, I have always ended up getting transferred to a bottom level agent in collections, usually, who then will try and transfer me to Home Retention, where the voice recognition system takes over again. How does one get to the point where you have one real contact person with an email, a voice mailbox or direct line and fax? It is so hard to get anywhere when you have to fax everything multiple times to nobody in particular, you can't call to verify receipt of the faxes, and you have to explain your case over and over to each different person every time you call. I know that the agents make notes in the computer file when they speak to someone, so why can't I ask to speak to someone I spoke to before? I spoke to someone named Michella (sp?) on 1/14. She was nice, intelligent, compassionate, and helpful (although in the wrong department...maybe that's why she was helpful- she's not jaded yet.) But, of course, we got disconnected. I called back and asked to speak to her again; they saw her notes in the computer, but said she had no extension. That just can't be possible.
