CKHodges Posted January 5, 2015 Author Share Posted January 5, 2015 @NavyWife - This was actually the third email I sent out that got her response. I sent one once a month for three months. It's been three years and I've sent in several inquires, multiple phone calls and IRIS requests, and even an email to Bob. The correction to my claim is fairly straightforward but after reviewing ebenefits and all the supporting documentation I could find, it became clear that my case (like so many others) was being mishandled and probably lost in the system. I tried every number I had and every vector could think of, to contact someone to correct my issue. Sometimes you have to go to the top to get things done. Still amazes me that Allison has time to write a simple email when none of her 10,000+ employees could give me a status update. It's almost shameful that the head of benefits has time for us but NONE of her workers, at any echelon, can even respond to me. I imagine with the Christmas/New Years break no one has looked at my file, but I will probably follow up on Wednesday to get a status check from her. I'm keeping my fingers crossed and remain optimistic that my claim will be resolved shortly. NavyWife 1 Link to comment Share on other sites More sharing options...
wjdenney Posted January 5, 2015 Share Posted January 5, 2015 Hello Ck, Hope you had a good holiday, I think I would give them a while long, before emailing them again, even if someone was assigned your case the same day you wrote, it may take a couple of weeks, give her 2 or 3. When I got her assistance, I did not even get an email from the rater, just noticed changes in ebenefits, then got an email and the letter. good luck, hope 15 bring a solution wade Link to comment Share on other sites More sharing options...
CKHodges Posted January 8, 2015 Author Share Posted January 8, 2015 Thanks for your advice. I will simply wait...in the scheme of things another 2 or 3 weeks isn't much compared to the many years ALL of us spend waiting. Though with each passing day, a little of my optimism fades away. i did call the 1-800 number yesterday and got the standard canned response. Has anyone ever talked with someone calling that number and actually gotten more than the standard..."Your claim is in the XXX stage of being processed...on average it takes your regional office 650 days to complete this type of claim." Because that is all I ever get from them. Link to comment Share on other sites More sharing options...
CKHodges Posted January 12, 2015 Author Share Posted January 12, 2015 Some additional movement. 9 Jan 2015 (Friday) 1230 EST - I received an email from James Hedge, the Acting Director of the Houston Regional Office. From his email he said he would like to discuss my claim with me on Monday. I replied saying that I would be available anytime on Monday to discuss my concerns. I considered telling him, Sir...I would crawl across broken glass to have anyone at the VA tell me where my file is, so anytime you have to talk with me is good...but I opted against that comment. 11 Jan 2015 (Sunday) 2000 EST - I was preparing my files/documents to speak with Mr. Hedge in the morning and logged into E-benefits to double check my claim dates. As I was scrolling through my claim, I noticed my appeal was no longer stuck at the first step of the appeal process Appeal Pending but had suddenly moved to Decision & Claims File Dispatch phase. The Current Progress Description for my file now reads: Your case has been received at BVA, and BVA has mailed your decision to you (and your representative, if any) and will be returning your claims file to the VA Medical Center. Please note that transit times vary, and there may be some lag time between when BVA forwards your claims file to its appropriate location and when that location receives it. I'd like to note that I had checked E-benefits on Friday and my claim was still in the Appeal Pending stage. I have a few theories on what may have happened with my file and the sudden change in disposition, but only the VA understands why they respond like they do. 12 Jan 2015 (Monday) 1000 EST - I have not received any indication of when Mr. Hedge would like to discuss my file with me. However the sudden change in my claim/appeal status does have me further concerned. That is where things are at this morning, but things certainly seem to be moving in a direction...though I am not sure what direction that is. Further updates to come. Chris Link to comment Share on other sites More sharing options...
CKHodges Posted January 13, 2015 Author Share Posted January 13, 2015 More forward progress. While I expected a phone call from Mr. Hedge yesterday (Mon 1/12/15) to discuss my claim, it didn't happen. He had an unexpected absence from the office, which I full understand. To alleviate my concerns I decided to call the 1-800 at around 1630(EST). After the usual 30 minute wait (please VA change your hold music) I got through to a very helpful and friendly customer service rep called Melissa. She spent the next 20 minutes explaining in great detail the how, why, and where my claim was in the process. I couldn't believe the time and energy this young lady put into explaining my case to me. In short summary, my three year old claim has a decision! She told me to expect my notification letter shortly. Of course she wouldn't tell me the results of my claim, but the simple fact that my claim moved through the process and now has a determination is proof that the system can work. The solution to having my case reviewed was contacting Allison Hickey and having her staff look directly at my file. Though I am still waiting to see the results, I am more than pleased that she took the time to listen to me, understood my concerns, and then introduce a solution to the VA system. Or simply put...she light a fire under someone's butt! I'd like to add that the 1-800 gal was not the typical Peggy offering the standard canned answers. She was by far the most helpful of all the 1-800 reps I have ever contacted...and I call twice a month. It would be nice if the VA would assign a unique ID to each call center rep so we could provide them some feedback on both the good and bad of our interactions. I did leave a note for her boss, praising her efforts. My spark of hope has turned into a small fire...hopefully my big brown envelope comes shortly and with good news. Link to comment Share on other sites More sharing options...
CKHodges Posted January 15, 2015 Author Share Posted January 15, 2015 SUCCESS! Today I received an email from the Houston RO advising me that my claim was now complete. And as such I would be receiving $XXXX in retroactive pay and that my rating was adjusted up to XX%. Suffice to say I was an emotional wreck upon receiving this, but that was a two-fold reaction. First and foremost I was elated to know my case was finished. But I unfortunately had it stuck in my head that my rating was going to be back dated much further, thus garnering a much higher retroactive amount. And this is when my fingers kicked in before my brain had time to double check my math. I quickly responded with an email (which cc'd Allison and a few other people) asking the Houston RO to check their math and to include bilateral computations in their formula. I was polite in my request but in my haste I included some erroneous data. About ten minutes later I noticed my error in my response and sent a second email correcting that mistake. Again I was polite, but stuck in my head was this retroactive amount that I thought was correct. I then started to look at my stack of documents and doing the math one last time...and I should have done this first. The VA math was correct! Argghhh...so here I had sent off two emails asking them to double check their work and they were correct all along. So off goes my THIRD email in about two hours...telling them that they were correct in their math and I fully agreed with their findings. Suffice to say I feel like an ass. After all this time and now with Allison's support I was given an answer. But instead of simply accepting what they provided me (which was correct) I allowed my emotions to control the situation...damn PTSD and my impulse control! So now instead of looking like a grateful vet who was appreciative of what Allison did for me, I may have come across as an unappreciative ass. I apologized profusely in my last email, but still can't shake this feeling of appearing both stupid and ungrateful for her support. In the end, my email to Allison worked. It took less than one month from initial contact to resolution. For me this ending is bittersweet though. While my rating is finally corrected after three years and I am receiving the correct amount of retroactive pay, I suddenly find myself feeling guilty for how I came across in two hastily sent emails. I wasn't rude at all...in fact my tone was rather professional. But I still feel as though I could have handled this ending to my three year wait much better. So for those that are thinking of contact Allison...you need to do it! She really does care about us and will help you get the right answer. Pete53, deville905 and halos2 3 Link to comment Share on other sites More sharing options...
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