🎧 Customer Support report

22970gmail.com

An applicant could not open the verification link and asked for another way to submit; we never replied.

I have been unable to access the verification link provided in the email, including when copying and pasting the alternate link into my browser.

22732srascreening.com

Client reported that several applicants cannot upload documents from our link and asked us to look into it; an agent asked internally whether to answer and nobody ever did.

We have had several applicants call us stating that they are unable to upload documents when they click on the link that is sent requesting the documents. If you could please look into it

22873essentialscreens.com

Client asked a follow-up question after the cancellation reply and it was never answered before the ticket closed.

Are you not concurrently calling on these?

The document upload link stopped working

Applicants could not open the link that asks them for documents. It surfaced Monday, went unanswered, and came back Thursday morning through three clients and one applicant before the fix went out.

• 22732 several SRA applicants unable to upload when they clicked the link, Monday
• 22963 applicant reporting an expired link and asking for a new one
• 22970 applicant unable to open either the link or the alternate link, offering to send documents another way
• 22998 "not the first person who has had issues in the last couple of days"
• 23004 client asking why the links expire at all and what to tell applicants meanwhile

The TWN detection closes document-collection orders on arrival

One SLA — Employment Signature 3-Day No-Email No-Calls w/ Equifax TWN — closes the order the second it detects The Work Number, with zero calls, zero emails and zero attempts to collect documents. Four tickets on Thursday alone, across two clients.

• 22782 the inverse failure on the same SLA: docs-only dispatch, company contacted anyway
• 22997 two University of Miami orders closed as third-party in under two seconds
• 23011 USAA docs-only order closed two seconds after receipt, 0 calls 0 emails 0 fax
• 23017 third First Choice ticket on the same SLA in one day, client told not to redispatch yet
• 23031 PSC blocked by a duplicate-order error doing the documented workaround for a TWN employer

Verification data that turned out to be wrong

Dates we furnished were disputed or impossible, which is the category that becomes an FCRA reinvestigation rather than a support ticket.

• 22605 reinvestigation confirmed the verifier had given us the wrong start date by 14 months
• 22705 hire date of 08/14/2000 for an applicant born in 1989, still unresolved after a week
• 22838 results released with the hire and end dates incomplete
• 23082 applicant disputing a start date, client needed the raw verifier email

Orders aged past SLA because a bad contact triggered nothing

An invalid email or a missing phone number neither closed the order nor raised it for research, so files sat. Eight tickets, six of them First Choice's Monday and Wednesday sweeps.

• 22723 stuck on none@none.com, should have gone to Admin for review and did not
• 22724 past 3-day SLA, client asking us to close and release
• 22726 two email-only references emailed four times at unknown@gmail.com
• 22873 education order sitting since 9/14 with no phone number and calls enabled, now Linear CORE-621
• 22905 eight-day gap before first attempt, invalid address never flagged in the vendor notes
• 22906 two references past a 2-day SLA that never auto-expired
• 23030 one attempt in seven days, invalid address never raised for research
• 23087 past 3-day SLA, closed on request

Work we finished that the client could not see

The most common reason to write in: the order is complete on our side and the client's platform shows nothing. Every one of these was answered by pasting the result into the ticket by hand.

• 22721 reference completed by phone, responses missing from the file
• 22722 client chasing an order that was already complete
• 22725 two completed orders that would not sync even after a manual re-sync
• 22779 notes say Argus completed it, client sees no notes
• 22810 result email marked delivered on our end, absent from their inbox and quarantine
• 22894 reference completed by email, never synced into TAZ
• 22904 reported as stalled since 9/08, actually complete
• 22912 client closed searches on their side and asked to be emailed when Parchment lands
• 22931 four files at once, results in internal notes but not integrated

Documents and reports missing from the finished file

Distinct from the sync gap: the work is visible, the artefact is not attached.

• 22802 docs-only documentation received but not attached, client attached it themselves
• 22888 two authorization attachments on one order, one of them a paystub, order delayed
• 22921 paystub reachable by link but not included with the report
• 23021 TWN reports charged and never attached, plus three files billed two or three times

Applicant outreach that was supposed to be switched off

Clients who had configured us not to contact applicants, or had told us a verification was done, still saw emails go out.

• 22776 applicant asked for payroll information on an account set up not to ask
• 22815 applicant already supplied documents directly to the client
• 22836 same client escalating with last year's agreement attached, "we do not want Argus to ever reach out to our applicants"
• 22892 second advrep file the same week, documents already in hand
• 23083 applicant still receiving requests after his verifications were completed
• 23101 verifier still receiving automated emails after the search closed

Orders worked against the wrong target

Three separate ways an order went to the wrong place, all three ending in a billing credit.

• 22658 order auto-closed as self-verification because the reference's email matched the candidate's
• 22662 school in Kentucky contacted for a candidate who attended in Tennessee
• 22951 dialers added two misspelled registrar addresses instead of the correct one

The inbound AI agent ends calls with questions unasked

The verifier answers, the order completes, and two questions were never put to them — and the verifier is unreachable afterwards because the order is already closed.

• 22928 two questions missed, no approval task created, callbacks went to voicemail twice
• 23094 one question missed, voicemail left, still open
• 23107 client asking whether inbound can be turned off, spreadsheet opened to audit the calls

Did the reference ever respond?

Ten tickets asking us to check for or forward a response the client was told had been given. Routine, and each one is a manual lookup.

• 22674 reference unwilling to confirm their phone number to the AI agent
• 22746 confirming a redispatch landed after the offending email was removed
• 22762 two references reported complete, only one had answered
• 22827 copy of the verifier's email requested
• 22834 no callback received and the reference's address invalid
• 22872 redispatch that took two attempts to appear on our side
• 22980 follow-up on the same file once the client learned who had answered
• 22983 reference reported as having replied to the request
• 23034 reference reported complete by the client's own client
• 23084 personal reference reported complete by the applicant

Our own outbound verification mail landing in the support queue

Replies from schools and employers to verifications we sent, routed into Customer Support rather than to the order. A Freshdesk routing rule, not a support workload.

• 22714 our fax follow-up to a school, with the authorization form attached
• 22833 our reply to a district supplying the graduation year and date of birth
• 22835 eleven-message exchange with a registrar, resolved on the applicant's maiden name
• 22839 the district's "no record was located" answer to the same verification
• 22890 a records office returning a completed high school verification
• 22914 credential type left blank on a released education result, chased back to the registrar
• 23026 our questionnaire to a university HR office
• 23086 that office's completed answer, two jobs and no end dates
• 23115 an employer apologised to for repeated calls, still open on a missing end date

Contact information handed to us

Thirteen tickets that are one message in, one message out: a client sending a better address or number for an open order. All answered the same day.

• 22692 employer HR address
• 22704 state agency verification address
• 22789 school asking for the release before it will answer
• 22796 second address for an employer already in progress
• 22806 candidate-supplied reference address
• 22891 a county's full phone, email and fax verification process
• 22897 additional reference address
• 22918 alternate employer address
• 22932 eight staffing agencies to redirect the remaining employments to
• 22972 two reference addresses in one thread
• 23023 name, number and address for a reopened verification
• 23037 HR reachable only 9am-3pm on one number
• 23085 named contact at the employer

Cancel this, we already have it

• 22807 reference already confirmed
• 23095 verification obtained by the client themselves
• 23111 same employer on the file twice, both closed

Questions about what we offer

Two inquiries that are business development rather than support, both handed to Erica.

• 22743 client wanting a document or video of the pay stub process to show his own clients
• 22877 prospect asking whether we do rental history verifications