PhoenixRisen

Kayla, with all due respect, telling someone that being angry doesn't help does nothing to make them less angry! In fact, it probably makes them even angrier. As a former supervisor with a large communications company I can tell you that a comment like that one is at the top of the "do not do this" list. Customers are irate and frustrated when companies do not deliver on the services and promises people pay for. So I can just as easily say, "Giving poor service doesn't help either".

I have a current issue that I am certainly frustrated with because it's far from the first time it's happened. This other poster's problem wasn't even mine and your response annoyed me and solidified my feeling that Surpass has gotten too big by comparison to the tech assistance they have. I know from personal experience that when I have a problem it usually takes several people to figure it out - Some times it was some change Surpass made that they didn't inform customers about and other times I was never told what the problem was - all I got was the canned "Everything is working fine now" email (which really just means that once more it was a Surpass issue).

You might want to reconsider criticizing people (albeit indirectly) because they are angry. It just ticks more people off because at the end of the day it comes down to just two things: They are not getting the service they are paying Surpass for and they need to access their data and are frustrated that they can't. Today the reason seems to be Surpass having power issues. (I am a grad school student who is trying to get my email from school regarding financial aid for the semester starting in one week and this is the last thing I needed!)