I recently called touchstone after finding them online. I was attempting to get a copy of my DD 214 in a hurry because I am applying for a VA loan. They promised me that I would have it in 3 days, and low and behold, 9 days later and they have yet to even located it.
I called them almost 30 times in one day before finally getting ahold of a person. After giving that person my name, he proptly hung up on me. The next person I finally got on the line told me she would contact the researcher on my case to find out what the hold up was and call me back. She also gave me what she called her personal line so I could call her directly.
I called the line today and it seems to be a fax line or something, just makes a few beeps. I called back and got another person on the line who told me he too would look into the issue and call me back. Again, I have heard nothing. Also, he told me he cannot divulge infomation about the researcher looking for my paperwork, nor can he get me in touch with any higher up supervisor. Lastly, he says there is no way he can refund my money.
This company seems to be clueless about any type of customer service and they surely could care less about helping out military members.
For technical purposes, I placed my order on Friday June 17, today is June 27, and they have all but guaranteed me that they have yet to mail anything. Also, any e-mails that are sent to them go completely unanswered.
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