I just got off the phone with ThriftLine. One hour and 13 minutes.
I called to increase the amount of my monthly installment payment since I turned 62 last month and need to make up for the loss of my FERS Supplement. Here's how the call went.
I called right at 7 am eastern...but I'm in Page AZ in a hotel room, 5 am here...
Call #1, hold time of just 2 minutes...the rep wasn't sure what to do, and she had me on hold...during that time I accidently hung up the call, argh...(and I learned from the next rep that they don't have the ability to call people back!...she said that within 2 seconds they get another call to answer, so no call backs, that's a problem)
Call #2, hold time of about 5 minutes...the rep had no clue how to do it, and her computer options didn't let her do anything. I said that I think it requires two steps, stopping the current monthly installment, then starting the new one...after 20 minutes she finally confirmed that with her manager...lots of typing...more typing...she put me on hold...and never came back....20 minutes of elevator music, then a new person introduced herself, not knowing what I just went through...
Person #2 on Call #2...jackpot, this rep knew how to do it...she put in the request through her computer to stop my current installment and explained that when it was approved that a new button would show up in the Withdrawals section of my online account that will let me set up the new installment payment before 8/15, the date when I want it to happen...but while on the phone she checked and saw that her request to stop my current payment was already approved/completed, so she went through the process over the phone with me to set up the new installment payment. That was painless except one number she needed was the last four digits of my checking account where the deposit is to be made, and I'm traveling and don't have my checkbook...fortunately I was able to log into that account and get the digits while she waited...she confirmed it was done except for the final step, which is for my wife to OK the installment payment, and I was told this can be done online via Docusign...which is critical since in a few days my wife will be joining me on my 84-day epic road trip around the country and neither of us will be getting any physical mail for many weeks.
So mission accomplished, and hopefully the website will be updated by January for anyone to go through this process online without calling them (I plan to do it every January to adjust for inflation, and eventually cut the payment way down when I start my Social Security benefit at age 67 or later).
6:35 am here in Page AZ...time for breakfast then a scenic drive and some short hikes (it's freaking hot!) on my way to Bryce Canyon NP today, and beyond... Capital Reef NP...Great Basin NP...Reno...California...up coast to the redwoods and Oregon coast very slowly...Portland, then a full week in a cabin by Mt. Rainier for the highlight of my trip...and that's only the halfway point...it's so nice not to have to rush vacations.
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