Clinton didn't call back after he said that he would, and didn't send documents via email when he said that he would. I had to call the office, and get someone else to sort things out for me. I complained to the branch manager, but the situation didn't improve. I feel like the fee they charged was a scam, as I had to use my time to call the office when Clinton didn't return calls or respond to email. The other people at the office did cover for him, and did what he was supposed to do on many occasions. I wouldn't use them again since I might get stuck with Clinton again.
What agent could do to change your mind?
Assign a different agent to keep in contact with the customer.