ALT A friend of mine has been struggling with her mental health and she has been totally unable to stay on top of anything, bills included. A few weeks ago she braved looking at her statements and the dreaded reality of how much she owed you smacked her in the face. Her anxiety shot through the roof but she managed to call you to explain the situation and ask how to move forward. She didn't encounter apathy or inflexibilty, your customer service representative responded with empathy and kindness. A feasible plan was worked out and it was all done without judgement. That conversation alone radically reduced my friend's anxiety and she could see the light at the end of this intimidating tunnel. Today she has received a beautiful bunch of flowers and a card of support from you, as you can probably imagine, she cried with happiness. Thank you so very much, not only for your flexibility with payment plans etc. but also for your remembering that we are all human.