This is a follow- up to my “Staying in Business” post of last week.  Given how Sunlife was treating me, a long term customer, I wondered how they were staying in business.

Two weeks, still waiting

I began with my simple question on April 4th, after 3 failed chat attempts, one phone call with four cold transfers, 5 emails surprisingly all with responses which were sympathetic but provide no solutions, I am still waiting.

Also, I have requested assistance from the benefits plan owner (BMO HR) and they responded with an offer to help together with some follow-up questions.  That was a week ago and no further feedback from them.

Someone is “on it”

I have been told by Sunlife a senior case manager is looking into it but three business days have passed since I was told she was on the case, with no update.

Recently the Silicon Valley Bank had a run of customers leaving them, resulting in bankruptcy.  Hard to stay in business with no customers.  Sunlife, take note.

Simple Logic

My issue involves an underpayment of $3.07, which based on BMO’s published benefits guideline was clearly an error.  Based on my contacts and interactions with Sunlife their stonewalling response has cost them way more than $3.07 in labour and time, plus of course the customer alienation.

Logically, just making the correction and closing the query seems the only thing to make sense.  Yet, it drags on.  Wow.