The plan was rolled out without due diligence. As a result, all management involved should be fired. The public responses have been inadequate and misleading. 1. The vendor was not capable or screened properly. 2. Questions could have been anticipated even though this is a dynamic process. 3. The LIVE CHAT and TOLL FREE should never be down. I even had a LIVE CHAT person told me to call TOLL FREE. We are paying for the rude and incompetent response team, as well as implementation. 4. The System and Phone and Live Chat are down again. This is unacceptable.
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