I want to give this company a better review becaus...

I want to give this company a better review because when I was moving and needed assistance they were very responsive and made sure I understood the process. I was able to get my apartment and move in quickly without any hiccups. However this past month I ve experienced a financial hardship due to Covid and I ve been reaching out for assistance since October 9 with ZERO RESPONSES. I totally understand I m not the only client however it s been going on three weeks and I haven t heard from them. I feel bad for the main customer service rep who answers the phone because he has informed on multiple occasions that he has forward my emails over to the claims department and a rep would contact you. However I m still waiting. The only person I was able to contact was a Mr. Khan in the Underwriting department who was very polite and understanding of my frustration but was unable to help me because it s not his department. He informed me to send a email with Attention Amber or Dustin in the subject line but once again I haven t heard anything from them. On the other hand I have notice the reps respond to not so flattering reviews on Google. Just the other day I they responded to a frustrated client who posted a bad review four days prior to this one when I ve been calling and emailing since Oct 9 I hoping If a rep sees this review I might be able to get a callback or at least some assistance. It s sad I have to go through these measures just to get a callback.