Missouri Public Service Commission Report to the FCC
                    on Relay Missouri Complaints for the Period June
                              29, 2000 through May 31, 2001










  Missouri Public Service Commission




 Date of Complaint:        7/5/2000

 Nature of Complaint:      Took too long to place third and fourth calls in a
                           series

 Date Complaint Resolved:  7/5/2000

 Explanation of            Agent coached on importance of dialing as soon as call is set
 Resolution:               up



 Date of Complaint:        8/3/2000

 Nature of Complaint:      Didn't keep customer informed


 Date Complaint Resolved:

 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:



 Date of Complaint:        8/4/2000

 Nature of Complaint:      Poor spelling, typing speed/accuracy


 Date Complaint Resolved:  9/20/2000

 Explanation of            Three attempts to contact (8/17, 8/21, 9/20) all failed (no
 Resolution:               answer)



 Date of Complaint:        8/11/2000

 Nature of Complaint:      VCO procedures not followed


 Date Complaint Resolved:  8/11/2000

 Explanation of            Agent stated computer had technical problems and agent had to
 Resolution:               terminate call.  No customer info







                                    Page 1 of 24



  Missouri Public Service Commission



 Date of Complaint:        8/16/2000


 Nature of Complaint:      Disconnects

 Date Complaint Resolved:  8/16/2000


 Explanation of            Trouble ticket submitted.  Test calls found no problem
 Resolution:


 Date of Complaint:        8/28/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  8/29/2000


 Explanation of            Complained of garbled text, but CA screen text was clear.
 Resolution:               Changed CA


 Date of Complaint:        8/31/2000


 Nature of Complaint:      Disconnects

 Date Complaint Resolved:  8/31/2000


 Explanation of            Call automatically disconnects when inboud caller disconnects
 Resolution:


 Date of Complaint:        9/2/2000


 Nature of Complaint:      Disconnects

 Date Complaint Resolved:  9/2/2000


 Explanation of            Agent hung up on customer, but customer did not get CA
 Resolution:               numger-Explained that CA no. needed to follow up on complaint


 Date of Complaint:        9/2/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  9/2/2000


 Explanation of            Agent coached on importance of accurate spelling
 Resolution:







                                    Page 2 of 24



  Missouri Public Service Commission



 Date of Complaint:        9/7/2000


 Nature of Complaint:      Carrier of choice difficulties

 Date Complaint Resolved:  9/7/2000


 Explanation of            Trouble ticket submitted.  Technicians working on fix
 Resolution:


 Date of Complaint:        9/9/2000


 Nature of Complaint:      Failure to follow database notes

 Date Complaint Resolved:  12/18/2000


 Explanation of            Refresher provided to all agents.  Customer contacted in Dec
 Resolution:               claimed no billing problems since September


 Date of Complaint:        9/10/2000


 Nature of Complaint:      Answer Wait time

 Date Complaint Resolved:


 Explanation of            Explained relay busy.  Please wait for CA
 Resolution:


 Date of Complaint:        9/14/2000


 Nature of Complaint:      Disconnects/Rude

 Date Complaint Resolved:  9/14/2000


 Explanation of            Agent did not remember call
 Resolution:


 Date of Complaint:        9/18/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  9/18/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:







                                    Page 3 of 24



  Missouri Public Service Commission



 Date of Complaint:        9/18/2000


 Nature of Complaint:      Poor spelling

 Date Complaint Resolved:  9/18/2000


 Explanation of            CA coached
 Resolution:


 Date of Complaint:        9/21/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  9/21/2000


 Explanation of            Customer questioned CA about "second database file," which
 Resolution:               does not exist


 Date of Complaint:        9/27/2000


 Nature of Complaint:      Answering Maching Problem

 Date Complaint Resolved:  12/18/2000


 Explanation of            No customer contact given.  Followup impossible
 Resolution:


 Date of Complaint:


 Nature of Complaint:      VCO procedures not followed

 Date Complaint Resolved:  10/20/2000


 Explanation of            Apologized to customer for inconvenience
 Resolution:


 Date of Complaint:        10/2/2000


 Nature of Complaint:      Agent Rude

 Date Complaint Resolved:  10/5/2000


 Explanation of            Customer has long history of calling customer service and
 Resolution:               refusing to end call.







                                    Page 4 of 24



  Missouri Public Service Commission



 Date of Complaint:        10/4/2000


 Nature of Complaint:      Network Recording

 Date Complaint Resolved:  10/4/2000


 Explanation of            Change calling no. and call went through.  Customer satisfied
 Resolution:


 Date of Complaint:        10/4/2000


 Nature of Complaint:      Frivolous

 Date Complaint Resolved:  10/4/2000


 Explanation of            No action needed
 Resolution:


 Date of Complaint:        10/8/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  12/20/2000


 Explanation of            Tech unable to find problem.  T&I aware of intermittent
 Resolution:               problem.


 Date of Complaint:        10/10/2000


 Nature of Complaint:      CA rude

 Date Complaint Resolved:  10/10/2000


 Explanation of            Wrong CA No.  No action
 Resolution:


 Date of Complaint:        10/11/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  10/17/2000


 Explanation of            Trouble ticket submitted with same customer on 8/8
 Resolution:







                                    Page 5 of 24



  Missouri Public Service Commission



 Date of Complaint:        10/11/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  10/12/2000


 Explanation of            Checked ANI; properly branded.  Test calls ok.
 Resolution:


 Date of Complaint:        10/12/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  12/19/2000


 Explanation of            No further problems noted
 Resolution:


 Date of Complaint:        10/16/2000


 Nature of Complaint:      Carrier of choice difficulties

 Date Complaint Resolved:


 Explanation of            Instructed caller to request CA to select "other option" in
 Resolution:               Caarrier of Choice window


 Date of Complaint:        10/20/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  10/20/2000


 Explanation of            No customer contact given.  Followup impossible
 Resolution:


 Date of Complaint:        10/24/2000


 Nature of Complaint:      VCO procedures not followed

 Date Complaint Resolved:  10/24/2000


 Explanation of            CA doesn't remember call
 Resolution:







                                    Page 6 of 24



  Missouri Public Service Commission



 Date of Complaint:        10/25/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  10/29/2000


 Explanation of            Trouble submitted.  Test 10/29 okay
 Resolution:


 Date of Complaint:        10/25/2000


 Nature of Complaint:      Database not available

 Date Complaint Resolved:  10/25/2000


 Explanation of            Explained known, current problem being worked on.  Apologized.
 Resolution:


 Date of Complaint:        10/27/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  11/8/2000


 Explanation of            Ongoing problem
 Resolution:


 Date of Complaint:        10/31/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  10/31/2000


 Explanation of            Explained that if customer holds for CA after tones, number
 Resolution:               will be branded as voice and will work properly from then on


 Date of Complaint:        10/31/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/10/2000


 Explanation of            Branded no. as voice
 Resolution:







                                    Page 7 of 24



  Missouri Public Service Commission



 Date of Complaint:        11/6/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/7/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        11/9/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/19/2000


 Explanation of            Detailed message left
 Resolution:


 Date of Complaint:        11/13/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  11/13/2000


 Explanation of            No customer contact given.  Followup impossible
 Resolution:


 Date of Complaint:        11/16/2000


 Nature of Complaint:      Inquiry

 Date Complaint Resolved:  11/16/2000


 Explanation of            No action needed
 Resolution:


 Date of Complaint:        11/17/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/18/2000


 Explanation of            Customer service to brand as voice
 Resolution:







                                    Page 8 of 24



  Missouri Public Service Commission



 Date of Complaint:        11/29/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/20/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        11/20/2000


 Nature of Complaint:      Answer Wait time

 Date Complaint Resolved:  11/20/2000


 Explanation of            Unclear if problem was relay or local line.  Apologized to
 Resolution:               customer


 Date of Complaint:        11/29/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/20/2000


 Explanation of            Customer e-mailed
 Resolution:


 Date of Complaint:        11/30/2000


 Nature of Complaint:      Other

 Date Complaint Resolved:  11/30/2000


 Explanation of            No action needed
 Resolution:


 Date of Complaint:        11/29/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/20/2000


 Explanation of            Customer e-mailed
 Resolution:







                                    Page 9 of 24



  Missouri Public Service Commission



 Date of Complaint:        11/6/2000


 Nature of Complaint:      Caller ID

 Date Complaint Resolved:  12/20/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        11/16/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  11/16/2000


 Explanation of            Customer did not obtain CA no.  No followup possible
 Resolution:


 Date of Complaint:        11/15/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        12/1/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  1/12/2001


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        12/2/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  1/12/2001


 Explanation of            Customer contacted, situation rectified, no further problem
 Resolution:







                                    Page 10 of 24



  Missouri Public Service Commission



 Date of Complaint:        12/4/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/4/2000


 Explanation of            Number branded as voice
 Resolution:


 Date of Complaint:        12/4/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/4/2000


 Explanation of            Branded no. as voice
 Resolution:


 Date of Complaint:        12/4/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/4/2000


 Explanation of            Branded no. as voice
 Resolution:


 Date of Complaint:        12/7/2000


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  12/7/2000


 Explanation of            CA coached
 Resolution:


 Date of Complaint:        12/8/2000


 Nature of Complaint:      Lost branding

 Date Complaint Resolved:  12/19/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:







                                    Page 11 of 24



  Missouri Public Service Commission



 Date of Complaint:        12/8/2000


 Nature of Complaint:      Answer Wait time

 Date Complaint Resolved:  1/2/2001


 Explanation of            CA coached
 Resolution:


 Date of Complaint:        12/8/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/10/2000


 Explanation of            Customer contacted, situation explained, customer satisfied
 Resolution:


 Date of Complaint:        12/9/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/9/2000


 Explanation of            Issue resolved during contact
 Resolution:


 Date of Complaint:        12/11/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/19/2000


 Explanation of            customer requested no followup
 Resolution:


 Date of Complaint:        12/14/2000


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  12/14/2000


 Explanation of            Branded no. as voice
 Resolution:







                                    Page 12 of 24



  Missouri Public Service Commission



 Date of Complaint:        12/18/2000


 Nature of Complaint:      Caller ID

 Date Complaint Resolved:  12/20/2000


 Explanation of            Trouble ticket issued.  LEC responsible for ANI
 Resolution:


 Date of Complaint:        1/2/2001


 Nature of Complaint:      Answer/Wait Time

 Date Complaint Resolved:  1/2/2001


 Explanation of            Explained to customer that eather impacting centers in
 Resolution:               Northeast


 Date of Complaint:        1/3/2001


 Nature of Complaint:      Rude Agent

 Date Complaint Resolved:  4/13/2001


 Explanation of            CA number complained of not on duty at time of call
 Resolution:


 Date of Complaint:        1/3/2001


 Nature of Complaint:      Voice calls answering tty

 Date Complaint Resolved:  1/11/2001


 Explanation of            Branded number as voice
 Resolution:


 Date of Complaint:        1/6/2001


 Nature of Complaint:      Voice line not anwered

 Date Complaint Resolved:  1/12/2001


 Explanation of            Branded number as voice
 Resolution:







                                    Page 13 of 24



  Missouri Public Service Commission



 Date of Complaint:        1/8/2001


 Nature of Complaint:      Not answered in Spanish

 Date Complaint Resolved:  1/8/2001


 Explanation of            Explained situation to customer and gave Spanish number
 Resolution:


 Date of Complaint:        1/9/2001


 Nature of Complaint:      Rude agent

 Date Complaint Resolved:  4/14/2001


 Explanation of            Agent complained of not on duty that day
 Resolution:


 Date of Complaint:        1/11/2001


 Nature of Complaint:      Voice answered by tty

 Date Complaint Resolved:  1/11/2001


 Explanation of            Branded as voice
 Resolution:


 Date of Complaint:        1/15/2001


 Nature of Complaint:      Voice number answering TTY

 Date Complaint Resolved:  1/15/2001


 Explanation of            Branded numbers as voice
 Resolution:


 Date of Complaint:        1/17/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  1/22/2001


 Explanation of            Branded as voice
 Resolution:







                                    Page 14 of 24



  Missouri Public Service Commission



 Date of Complaint:        1/18/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  4/12/2001


 Explanation of            Customer told of 711 instead of 800 number
 Resolution:


 Date of Complaint:        1/18/2001


 Nature of Complaint:      Database trouble

 Date Complaint Resolved:  1/18/2001


 Explanation of            Trouble ticket issued, number branded as voice
 Resolution:


 Date of Complaint:        1/23/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  1/25/2001


 Explanation of            Branded as voice
 Resolution:


 Date of Complaint:        1/29/2001


 Nature of Complaint:      Rude agent

 Date Complaint Resolved:  1/29/2001


 Explanation of            Agent no longer employed
 Resolution:


 Date of Complaint:        2/2/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  2/10/2001


 Explanation of            Trunk.  Can't be branded
 Resolution:







                                    Page 15 of 24



  Missouri Public Service Commission



 Date of Complaint:        2/2/2001


 Nature of Complaint:      Branding problem

 Date Complaint Resolved:  2/2/2001


 Explanation of            Customer service needs to check branding
 Resolution:


 Date of Complaint:        2/5/2001


 Nature of Complaint:      Muffled speech

 Date Complaint Resolved:  4/23/2001


 Explanation of            Unable to contact complainant
 Resolution:


 Date of Complaint:        2/11/2001


 Nature of Complaint:      Poor quality of service

 Date Complaint Resolved:  2/11/2001


 Explanation of            Discussed situation with caller
 Resolution:


 Date of Complaint:        2/11/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:  2/20/2010


 Explanation of            Agent states she was not rude to customer
 Resolution:


 Date of Complaint:        2/11/2001


 Nature of Complaint:      Rude Agent

 Date Complaint Resolved:  2/15/2001


 Explanation of            Agent counseled
 Resolution:







                                    Page 16 of 24



  Missouri Public Service Commission



 Date of Complaint:        2/13/2001


 Nature of Complaint:      Rude agent

 Date Complaint Resolved:  2/13/2001


 Explanation of            Customer harassing agent
 Resolution:


 Date of Complaint:        2/23/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  4/16/2001


 Explanation of            Sent to account manager
 Resolution:


 Date of Complaint:        2/28/2001


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  2/28/2001


 Explanation of            No agent numbers given
 Resolution:


 Date of Complaint:        2/28/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  4/23/2001


 Explanation of            Branded as voice
 Resolution:


 Date of Complaint:        2/14/2001


 Nature of Complaint:      Unable to contact relay

 Date Complaint Resolved:  4/23/2001


 Explanation of            Trouble ticket issued.  Problem has been corrected.
 Resolution:







                                    Page 17 of 24



  Missouri Public Service Commission



 Date of Complaint:        2/13/2001


 Nature of Complaint:      Typing speed/accuracy

 Date Complaint Resolved:  5/14/2001


 Explanation of            Agent denies this occurred
 Resolution:


 Date of Complaint:        2/18/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  4/23/2001


 Explanation of            Detailed message left
 Resolution:


 Date of Complaint:        3/1/2001


 Nature of Complaint:      Failure to keep customer informed

 Date Complaint Resolved:  5/10/2001


 Explanation of            Three attempts to contact, all unsuccessful
 Resolution:


 Date of Complaint:        3/5/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  4/27/2001


 Explanation of            Confirmed number branded as voice
 Resolution:


 Date of Complaint:        3/6/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:  3/15/2001


 Explanation of            No agent number obtained
 Resolution:







                                    Page 18 of 24



  Missouri Public Service Commission



 Date of Complaint:        3/6/2001


 Nature of Complaint:      Agent disconnected call

 Date Complaint Resolved:  3/9/2001


 Explanation of            Agent counseled
 Resolution:


 Date of Complaint:        3/7/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:  3/10/2001


 Explanation of            Agent coached
 Resolution:


 Date of Complaint:        3/7/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/10/2001


 Explanation of            Detailed message about branding left
 Resolution:


 Date of Complaint:        3/11/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:  3/16/2001


 Explanation of            Agent coached
 Resolution:


 Date of Complaint:        3/15/2001


 Nature of Complaint:      VCO procedures not followed

 Date Complaint Resolved:  3/20/2001


 Explanation of            Telephone problems on callers end
 Resolution:







                                    Page 19 of 24



  Missouri Public Service Commission



 Date of Complaint:        3/16/2001


 Nature of Complaint:      Frivolous

 Date Complaint Resolved:  3/16/2001


 Explanation of            None necessary
 Resolution:


 Date of Complaint:        3/22/2001


 Nature of Complaint:      Agent disconnected call

 Date Complaint Resolved:  3/30/2001


 Explanation of            Customer placed call on hold and while holding inbound
 Resolution:               disconnected


 Date of Complaint:        3/27/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:


 Explanation of
 Resolution:


 Date of Complaint:        3/4/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  3/4/2001


 Explanation of            Sent to account manager
 Resolution:


 Date of Complaint:        4/4/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/10/2001


 Explanation of            Explained branding option
 Resolution:







                                    Page 20 of 24



  Missouri Public Service Commission



 Date of Complaint:        4/6/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/10/2001


 Explanation of            No response to repeated calls
 Resolution:


 Date of Complaint:        4/9/2001


 Nature of Complaint:      Caller ID

 Date Complaint Resolved:  5/8/2001


 Explanation of            Explained cller ID doesn't work well
 Resolution:


 Date of Complaint:        4/9/2001


 Nature of Complaint:      Caller ID

 Date Complaint Resolved:  4/9/2001


 Explanation of            Unable to resolve technical difficulties
 Resolution:


 Date of Complaint:        4/11/2001


 Nature of Complaint:      Database problem

 Date Complaint Resolved:  5/10/2001


 Explanation of            Checked DB.  DB correct
 Resolution:


 Date of Complaint:        4/13/2001


 Nature of Complaint:      Garbled typing

 Date Complaint Resolved:  5/7/2001


 Explanation of            Turbo code may be causing problem.  Can try without turbo code
 Resolution:







                                    Page 21 of 24



  Missouri Public Service Commission



 Date of Complaint:        4/13/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/9/2001


 Explanation of            Explained about other numbers available
 Resolution:


 Date of Complaint:        4/19/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/8/2001


 Explanation of            Branded line as voice
 Resolution:


 Date of Complaint:        4/19/2001


 Nature of Complaint:      Poor agent performance

 Date Complaint Resolved:  4/24/2001


 Explanation of            Agent scanned and performed well
 Resolution:


 Date of Complaint:        4/26/2001


 Nature of Complaint:      Caller didn't want Caller ID because deaf person
                           keeps calling back
 Date Complaint Resolved:  4/26/2001


 Explanation of            Given to account manager
 Resolution:


 Date of Complaint:        4/27/2001


 Nature of Complaint:      Voice number answered as TTY

 Date Complaint Resolved:  5/1/2001


 Explanation of            Contacted customer with 711 and new 800 options
 Resolution:







                                    Page 22 of 24



  Missouri Public Service Commission



 Date of Complaint:


 Nature of Complaint:

 Date Complaint Resolved:


 Explanation of
 Resolution:


 Date of Complaint:        5/1/2001


 Nature of Complaint:      Agent rude

 Date Complaint Resolved:  5/24/2001


 Explanation of            No action taken because of insufficient information
 Resolution:


 Date of Complaint:        5/1/2001


 Nature of Complaint:      Voice number answering tty

 Date Complaint Resolved:  5/24/2001


 Explanation of            Referred to account manager
 Resolution:


 Date of Complaint:        5/6/2001


 Nature of Complaint:      Voice number answering tty

 Date Complaint Resolved:  5/8/2001


 Explanation of            Discussed new voice number.  Also, old number now branded as
 Resolution:               voice


 Date of Complaint:        5/14/2001


 Nature of Complaint:      Didn't keep customer informed

 Date Complaint Resolved:  5/14/2001


 Explanation of            No CA number obtained, no followup possible
 Resolution:







                                    Page 23 of 24



  Missouri Public Service Commission



 Date of Complaint:        5/15/2001


 Nature of Complaint:      Customer upset because agent could "busy interrupt."

 Date Complaint Resolved:  5/15/2001


 Explanation of            Agents not able to busy interrupt
 Resolution:


 Date of Complaint:        5/19/2001


 Nature of Complaint:      Dial timeout

 Date Complaint Resolved:  5/25/2001


 Explanation of            Keyboard froze.  Agent requested supervisory assistance, but
 Resolution:               customer disconnected prior to supervisor's arrival


 Date of Complaint:        5/28/2001


 Nature of Complaint:      Voice number answered with tty

 Date Complaint Resolved:  5/29/2001


 Explanation of            Situation explained and customer satisfied with explanation
 Resolution:


 Date of Complaint:        5/29/2001


 Nature of Complaint:      Didn't follow customer instructions

 Date Complaint Resolved:  6/7/2001


 Explanation of            Apologized to customer, Agent does not remember call, and
 Resolution:               would have responded to request


 Date of Complaint:        5/31/2001


 Nature of Complaint:      Failure to keep customer informed

 Date Complaint Resolved:  6/7/2001


 Explanation of            Agent in question female rather than male.  Customer may have
 Resolution:               had wrong agent number as agent does not remember call







                                    Page 24 of 24