I called because I was unable to receive incoming calls on my phone. It took 40 minutes and then they told me that I needed to call back tomorrow during normal working hours to get it resolved. I was told I could not have a direct number to avoid the phone tree but that I should tell them that they checked the IVAPP and it showed a pending order and that they needed to contact OCG group to push the pending order. I asked whether they could convey this information themselves in my record and they said no. I asked if I could file a complaint and they put me on hold. A supervisor picked up and promptly disconnected me.
All along, the customer service rep was polite and professional, but the process is clearly broken and the end result is terrible.