Their records department is ridiculous. After weeks of trying to get my records faxed to the police and myself for care program req we are yet to get it. Hours & hours on the phone to get a sheet of paper I could drive 5 minutes and pick up. The phone system in particular seems to have been designed by Comcast's psychological warfare department: a confusing labyrinth of sub menus, Flute piano duet Mazak, with a 1 second iambic beat so that you can not forget that your time and life is ticking away....constant reminders that your call is important, followed by random Rings...like they might pick up, and then it says "Hello!......thank you for calling....your time very is important to us..... (This is how supervillains are created)* try this for fun to test their sense of urgency in serving you, call the pay bill number and see if you can say your name twice before it picks up. Another option: (what I usualy do) see how many reviews you can post while you're stuck on the phone with them.