Of course I couldn’t talk to a real person when I called Monday morning. The system was “better” than when I spent hours on hold back in the early days of the pandemic. It told me my wait time and said I could get a call back without losing my place in line. I pushed the requisite button, expecting a call back Monday.
Yesterday I tried to call again, only to get a terse message that I was on the call back list already. Surely I would get a call back this day.
I tried again this morning, pushing various numbers until I got the “please hold” response. I got someone within a few minutes. Instantly pissed. I swallowed my frustration and was sweet as honey while I explained my problem. She told me I needed to apply for a new program. I pointed out that the DWD website says clearly I “need do nothing”; I will automatically get the extended benefits. But, I added, I am glad to apply, how do I do that? Back on hold. Finally she said yes, it will be automatic. She didn’t know how or when or what to expect but at some point it will be fixed. Last time it took six weeks.
What is really sad is that she was so poorly trained I had to tell her what her policy says. Yet she is secure in a union protected job.
I finally got my call back about an hour after I spoke with them. My 48 minute estimated hold only took three days to be answered.
I guess I understand why the Government does not give you a survey to complete after an interaction like private sector companies do. On the other hand, the government has no incentive to do a good job.
Just think, both political parties want to give us more government.