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JC Penney Customer Service Phone, Email, Contacts

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4.4 8289 Reviews

JC Penney Complaints Summary

145 Resolved
1240 Unresolved
Our verdict: With JC Penney's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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M
3:01 pm EST

JC Penney A ring purchased that is only 3 months old

I bought a bridal set in July 2021 and received it in August 2021... it is now November 2021 and one of the set's has fallen out (diamond) When I called to see if it can be fixed or exchanged I was told there was no warranty on it. Are you kidding me? This ring is 3 months old. I have reported you to the BBB. All I want is an exchange or it fixed. I am hoping we can resolve this matter. When you buy something do you expect it to be of good quality and last for more than 3 months? Your website was not clear on needing the protection you offer... most places offer protection after a warranty is out but yet you have NO warranty that is bad business. I will do everything in my power to let anybody and everybody know what a sorry company you are!

Desired outcome: Exchange or replace the diamond

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12:55 pm EST

JC Penney Suitcase

I will never shop nor will anyone from where I work shop at JCPenneys.

We bought a suitcase to carry a robot to a conference. The robot didn't fit, so we didn't use it.

When we got back from the conference 11/2- 11/6 and had time to return it 1-1/2 week later they refused to take it back. (11/16/21)

She said a strap was missing but it was there. She had it flip out of the bag.

She said the zipper was broke but when I try it after leaving it zip all the way up.

She said there was scratches but it was dust and I showed her how it would wipe off.

Nothing wrong with the suitcase, it was never used, tag was still on the suitcase. No wonder why JCPenneys is going under. Staff is terrible.

Desired outcome: Refund

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7:14 pm EST

JC Penney Bright Ideas Flyer

My name is Annette Maurer and I received your flyer in the mail. I would like to request that you change your style of advertising and issue mailings that tell us what your coupons offer and not the restrictions. I am 81 years old and read the "fine print" and gave up after three sentences. It is confusing and way too detailed. Do you really expect customers to process all the restrictions of your mere 30% off in store and JCPj.com Nov. 8-21 coupon. I was interested in purchasing a Timex Watch and thought that I would save some money and receive 30% off and even an additional 10%. I ask your advertisers to take the time and read your exclusions and explain to me what your motives are to your customers. Do you expect to get a response ( like me) and go to the store with expectations of a 30% off and then decide to buy the product anyway? What do you have to say. Please respond to my e-mail.

Desired outcome: A prompt response.

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8:48 am EDT

JC Penney return a item

Never try to return a item without your receipt. Don't know how they manage with Christmas returns but my gym pants is a nightmare. First attempt. Needed my JC Penny card. did not work. Second attempt. Produced my Card. No luck. A absolute pain. Stuck with product that dose not fit.

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5:40 pm EDT

JC Penney I have not receive my order

Order #[protected]
1.sterling silver 24 inch solid rope chain neglace product 24inch
2.sterling silver 20 inch solid rope necklace

Desired outcome: I am still waiting for my order

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10:40 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

JC Penney The store manager Stephanie Hailey and Sephora associate DeeDee.

On 9/23/21 I was sold two incorrect items while shopping at JcPenney Sephora. I called customer service to inform them of this matter. This occurred at store 2941- in Moore, Oklahoma 2400 S Service Road with my transaction number 7190. I called Sephora JcPenney on Monday and spoke with DeeDee - when I explained to her that two of the items I had purchased were misrepresented by different items - her response to me was "What do you want me to do about it?" She was rude in her tone and demeanor and did nothing to assist me. The store manager Stephanie Hailey called me on Wednesday - she was extremely rude, unprofessional and did not offer any form of a resolution for my issue - she offered no apology, she kept speaking over me and would not allow me to explain what had happened. I feel extremely devalued as a guest and poorly treated for all I have gone through and noone has offered me any sort of a satisfied resolution. I drove two and half hours on that day - wasted my time and gas - to have the worst in store experience as well no courtesy, respect, empathy nor apology while speaking with the store associate of Sephora DeeDee and the store manager Stephanie Hailey. It is rather unfortunate that I was treated so poorly by this negative interaction - I will be taking my business elsewhere.

Desired outcome: I received no form a resolution- no apology, respect, no one was willing to go above and beyond to offer some sort of compensation.

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2:49 pm EDT
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JC Penney Filing a formal complaint~ online order #2021-2234-1150-7869

Greetings,
This my official first notification to file a formal complaint against the JCP online dep and several of the customer reps to include Supervisor Jade,

I placed an order for a party dress needed very importantly for a business event in Texas next week. I ordered in enough time for the "correct" order to be in and tried on in case of tailoring needed. However, today I received the "incorrect" order. instead of receiving my ordered paid party dress, I received two curtain panels.
As I calmly called the customer service line, because I needed for a fact they will properly assist me, Well, I was 100% wrong! They did everything of the opposite.
Some were rude, some were condescending as if it was my fault. There was no satisfied resolution for the loyal customer. Instead I receive unprofessional and unacceptable behavior.

I was to be double charged for an item that I never and received and was asked to drive to the store to return an item I NEVER ordered. Now, I did not have a problem with returning the items but to be charged $94 again with no information on my dress being delivered;

I'm a very dissatisfied customer and very disappointed with JCP overall.
I will not be ordering anymore items from this store. I will be informing my friends, family, colleagues, and business associates about this disservice.

Thank you in advance for your response to this email. I will also like for it to be escalated to the highest chain of management.

LaDonna Carol Buckmon Spratley
Business Owner: Lady Diamond, LLC

Desired outcome: Apology and Return Funds of my Dress

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deborah phillips
, US
Sep 09, 2021 7:56 pm EDT

Yes I have contacted customer service on three different occasion, this issue has been ongoing since [protected]. I simply need my refund on the order I placed I believe on July 30, 2021. My order was for ladies panties, the package received wasn't what I ordered, the package was 4 pair khaki shorts for children. I immediately contacted your customer service department, explain what had taken place. CS stated they would send me a return label thru my email, I stated that I didn't have a working printer, and that I was elderly, have chronic asthma, other health issues. So I ask if I could receive a return label via USPS, they stated they could do that. Remind you this has been on going problem since [protected]. Doing the mean time I reordered the panties, received them without any problems. Again I contacted customer service told them what happened, and I wanted to resolve this issue bc I was told I can't be refunded my money until they received the wrong package back. Today's date is [protected] no label received after speaking with another customer service rep on 9-2-2021 at 10:10AM with Kaia states apparently they forgot to put the label in the mail, and she was putting the label as we spoke, another untruth. I promise you once I receive my refund for the lost package, I have no plans to order anything from your company. This isn't a complexed issue, but it has gotten so messy bc your customer reps continue to be untruthful to me. Please help me resolve my problem. Thanks for listening. Order #[protected] my name-Deborah L Phillips 908 McDonald Ave. Apt 4, Hamlet, NC 28379. home phone [protected] cell [protected] email deborahlphillips1953@gmail.com. I await a response, thanks in advance.

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8:13 pm EDT
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JC Penney Wedding ring repair

I took my ring in. They've had it for 2 months. Called each week and went to the store. Was always told it's being repaired. Finally after 2 months they tell me it was damaged during repair... They said I would get a credit and would not be getting my ring back. [censored]. I told her I want my ring even if it wasn't fixed. My receipt says if not repaired, retuned to customer. This is unacceptable. Service. I will have to get legal involved in this. Not running around anymore with this [censored].
Don't shop JCPenney

Desired outcome: My ring back and my credit

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1:21 pm EDT

JC Penney No service therefore no product.

For years I have ordered online from JCPenney. I have never had a problem until now. There has never been an issue. They always took my money. Not this time for whatever reason. That is one of the problems. They can't give me a reason as to why I am unable to order. At one point a couple years ago, I had the unpleasant experience of a "porch pirate" who stole a return package which was placed on my front porch. JCP did reimburse me for which I was grateful. Apparently, all of the sudden, they are holding that against ME? New personnel? Need better personnel training? Really JCPenney? Very poor!

Desired outcome: Get your act together

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4:12 pm EDT
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JC Penney Penneys salon river hills mall mankato mn 56001

I had my hair done august 1 2021 was supposed to be done a dark auburn with red highlights when I got done I looked like alvira totally black no red highlights I was very upset it looked awful. It cost me 75.00. I want to fantastic sams the next day to have it fixed it cost me 140.00 to bleach and recolor to the colors I am used too. When I called to complain they told me that I was rude which I might have been because I was so upset over what they did. They said there was nothing they could do because I had it redone somewhere else> do I look like a fool? Would you go back there for a 2nd time? I asked them to reimberse the cost of there mistake and they refused to work with me. The manager whoever she is was very rude and they used to be the best place in town I can see why your stores are not doing well with people like her treating customers like crap she is like never there and is very rude my motto is the customer is always right! Never will return there

Desired outcome: My money back 75.00

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1:16 pm EDT

JC Penney Customer care

I sabra mccloud was on the phone for an hour 1/2 trying to see why I hadn't receive my warranty for sapphire earrings/neckless I was tranfered rep after rep with no help they said I needed a receipt in order to process the warranty I did't get a receipt with my order because of jcpenney not sending me a receipt now I have to do their job the first rep who assisted me pulled up every order told me how much items were and the ones that had a warranty she was the only one helpful.. Great job! Don't remember her name now I have to go to store to get a receipt I have receipt where I paid on my account to show them it's legit I never knew you had to go through so much trouble for a $10.00 warranties (2 items) I wasnt aware of it being emailed I pefer it be mailed calling corp I thought I would get justice that didn't work he needed receipt also I understand thats how it has to be processed in the near future jcpenney needs to put a receipt in the order before shipping this experience has been a headache.. I'm glad I dont get headaches

Desired outcome: email response [protected]@icloud.com

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9:29 pm EDT
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JC Penney Stafford briefs

I purchased 4 - 6 packs of stafford dry cool briefs jcp white lk township mich and paid for them with my card ending in 351 61 on 6/16/21
I have been buying the stafford brand from jcp for over 55 years because good product up to the new purchase of these briefs. I attempted to wear these and am so disappointed on the fitting, to put it briefly everything hangs out the opening and bottom. This is totally unacceptable and will not wear them Two of the paks are still sealed. Quality control was missed on this design. Please advise I would be reluctant to donate to any charity

Fred Chartier
email [protected]@yahoo.com

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9:54 am EDT

JC Penney A dresser

bought unit in April, paid with pay pal. JC Penney said there was a problem with payment, I paid again from another account, it's now July 9th, I have still not received merchandise. I have tried dealing with company to no avail, I see that they have filed for bankruptcy and I'm thinking I will not receive merchandise or my money back!

Hello,
In reply your order new ETA is 7/14.. WE do apologize for the wait. I hope that you found this helpful.

If you have any other questions or concerns, please reply to this e-mail or call our JCPenney Furniture Customer Care Center at [protected].

Sincerely,
shari

Furniture Advocate Team
Reach out to us on Twitter @AskJcp! Like us on Facebook!

Want the latest coupons and offers? Savings are just a swipe or tap away!

Download the JCPenney app today!

Original Message Follows: ------------------------

My name is Charles Skinner, my order number is : [protected]

-----Original Message-----
From: JCPenney Customer Service
To: [protected]@aol.com
Sent: Sat, May 29, 2021 12:09 pm
Subject: Re: update order payment

Hello,
In reply, We do truly apologize for any delays with your order. Can you please provide us your first and last name with your order number so we can resolve your issue ASAP. We would be more than happy to assist and keep you as an loyal customer. Thank you .

If you have any other questions or concerns, please reply to this e-mail or call our JCPenney Furniture Customer Care Center at [protected].

Sincerely,
shari

Furniture Advocate Team
Reach out to us on Twitter @AskJcp! Like us on Facebook!

Want the latest coupons and offers? Savings are just a swipe or tap away!

Download the JCPenney app today!

Original Message Follows: ------------------------

I'm sending this email to tell you how disgusted I am with jc penney, twice I have made a major purchase within the last 6 months, I was jerked around on the first order and now you are jerking me around again! I can guaranty you will never see me deal with your company again and I will let my friends on Facebook know about the terrible service.

-----Original Message-----
From: JCPenney Customer Service
To: [protected]@aol.com
Sent: Sun, May 16, 2021 8:54 am
Subject: Re: update order payment

Hello Charles,

Thank you for contacting the e-mail team. I will be happy to assist with your order. I show your order is processing. I apologize for any inconvenience this may have caused.

Thank you for being a valued JCPenney customer! We hope that you will shop with us again soon online or in a JCPenney store! If we can be of further assistance, please reply to this e-mail, or call our JCPenney Customer Care Center at [protected]. Order Summary

Subtotal:
$337.78
Coupons/Discounts:
$33.78
Shipping and Handling:
$75.00
Tax:
$0.00
Total:
$379.00
Billing Information

Paypal

$0.00

Mastercard **0329

$379.00
Order Date: April 22, 2021

Order Number: [protected]

$379.00 (1 items)

Ship to Home
Charles Skinner, 182 Market Street Apt 1, Portsmouth, NH [protected]

Status: In Progress

Shipment 1 of 1

Signature Design by Ashley® Barchan Dresser

Qty: 1

Expected Ship Date: 05/24/2021

$304.00

Reply Reply All Forward

Desired outcome: would like the merchandise

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9:26 pm EDT
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JC Penney Swimsuit

I ordered a tankini swimsuit online. When I received my swimsuit I only got the top. I am supposed to swim with no bottoms? No where on line did it say the bottoms were an extra price. I called customer service they told me it was a separate price which I refused to pay. They refused to make it right and on top of that I have to pay my own shipping cost to return it. Penny's is a fraud, has very poor customer service and I will never buy anything from them again. It is not if they cant afford to send me my bottoms for free. I guess I will have to get my suit somewhere else. GOOD -BYE to one of your long time customers. I will be sure to spread the word to all my friends and family.

Order #[protected]

Desired outcome: I want my bottoms which I was supposed to get with my order.

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10:18 am EST

JC Penney Salon Service

I had a hair appointment today, July 2, 2021 with Sylvia.

There are valid medical reasons for not wearing a mask. I was told by Renee "JC Pennys does not have to do your hair."
Pennys= fascist controlling pigs. Renee was snippy.

I bought a gift card for my daughter at Christmas for $150, is there a way I can get that returned? U lost revenue.

Desired outcome: Return my money

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12:03 pm EDT
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JC Penney Scheduling and billing

My daughter worked part time for JC Penny's in St. Peter's mo mall. They kept changing her hours to make her full time without her permission. She was bullied by a manger and other employees. She got a full time job making more money and they begged her to stay. She told them the days she could work and hours ( only part time!). The scheduler put her on full time hours which she couldn't work and interfered with her other job hours! I don't think it's even legal for them to just change you to full time when you are not!
When they called her because she didn't come in, then texted her she was pissed off and just never answered or went back in!
They need to fix their crap and stop messing with their employees hours. The managers/ scheduling obviously don't know what they are doing!
It's not even legal to do what they did to her!

Desired outcome: They need to fix their management and scheduler!

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1:03 pm EDT

JC Penney Delivery

Re: order #2021 [protected]
i am complaining about the ineptness of the people who handled my claim.
I ordered this orver a month ago.
1 set of sheets arrived.
I made 3 calls to resilve my situation.
I was told to file a police report because my items were stolen.
I filed they sent an officer out, he noted my camera, and together we determined there was no theft.
I had to go to the piolic station to obtain the report.
Sent a pdf of the report.
Had to inquire twice again, and was told that my package had been located in a town 20 minutes from my home address.
Had to pay someone to go and retrieve this for me. We have a handicap situation and needed home delivery.

I do not feel that jcp handled my situation satisfactiorily.

Desired outcome: A REFUND OR ADJUSTMENT IN PRICE FOR ALL THE DRAMA CAUSED BY YOUR COMPANY.

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6:03 pm EDT

JC Penney no returns on gift cards

I accidently got stung by a scam and almost fell for it all. I stopped when the demanded the numbers from the JCP gift cards. I have a two page explaination as to what went on, but I am holding $7000 in gift cards I cannot possible use.
I would like to fax or E-mail the document for your consideration.

I need your help!
Charles Wagener
[protected] [protected]@aol.com
Purchased at J C Penny [protected] 33rd
Ave W. Lynnwood Wa. 98307

Desired outcome: Refund

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12:02 pm EDT
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JC Penney Employee Complaint

The Salon Leader has always had a demeanor of treating me unfair and eyeballing my every move for the last 10 years. However, for the first time out of my 17 years, she accuses me based off her favorite employee, that someone told her I was using outside products on my client. This was totally inaccurate, especially since I follow protocol always in my 17year tenure. I followed through by writing my first ever complaint of harassments because when the Salon leader addressed me, it was on the floor in ear and eye sight of coworkers and clients. Even after I told her the accusation is untrue, she proceeded to hound me that she is reminding me of company policy. So I write my first ever complaint, two weeks later, salon leader retaliates by saying I undercharged my client. This client had been client of mine for at least 8 years and prior to my 17 years she was a standing client. This client always receives the same consistent service every two weeks and the salon leader reported me to higher ups as a form of retaliation. My client is much older in age and money is not a problem for her to pay for what she wants. Upon this happening, I resigned suddenly because I felt that the salon leader was using traps and ploys to either force me out or harass me enough until I gave up. I have not been okay with the series of events because I left my clients abruptly and I would never have done this without some form of prior notice. I would love to go back to Jcp and continue my work I enjoy. My clients and coworkers are so great and the relationships we have speaks volumes. Over the years being up under this salon leader, she has laid traps for many stylist or been nasty with her approach to them, she has even had numerous complaints however, not sure how far they got. The salon leader and her favorite employee works hand in hand. The favorite employee is her set of eyes because the two of them gang up on employees such as myself and will have conversation against other stylists and even some clients. These conversations can even be heard within range. Their approach and conduct is deemed inappropriate and you would think in a salon setting the environment is pleasant. The salon leader has caused me much embarrassment and humiliation. I feel being the only person of color, I was an easy target for her and now since I abruptly resigned, the salon is how she wants it, no person of color. In my 17 years, I would never compromise my integrity or my work ethics with JCPenney.

Desired outcome: I want to resume my position and I want to be respected from the salon leader and treated fairly.

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2:25 am EDT
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JC Penney Arizona jeans co

In the past year I bought a total of 5 pairs of the women Arizona Jeans Co boot cut jeans. The first couple ones I got like 8 months ago ripped from the groin area but I didn't think about it too much, besides it was really weird since it happened a couple of months later with light used. Then I bought 3 more pairs because I really liked the cut but again 2 months later they ripped from the same area one after the other. As you could see on the pictures I attached they were barely used, like brand new. I bought them at the JCPenney Santa Cruz location both times, but I can't provide receipts for both purchases since I wasn't planning for my items to come into pieces after buying them and I didn't keep them. I would like to get reimbursed for these purchases because I think it is not acceptable that a pair of jeans ripped apart exactly from the same area again and again, 5 times already with a very light use. I think this is not ok. It is too sad that the quality of this product is so low, because I really liked the cut.

Desired outcome: To get my money back from the 5 pair of jeans.

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Update by gabyg
May 17, 2021 2:28 am EDT

here is a picture of the barely used 3 last pairs already ripped

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JC Penney Customer Reviews Overview

JC Penney is a long-standing American department store chain that offers a diverse range of products including clothing, footwear, jewelry, beauty products, and home furnishings. Catering to a wide audience, the company provides items for men, women, and children, ensuring a variety of styles and sizes. Additionally, JC Penney offers services such as salon services and optical care. With an online presence at jcpenney.com, customers have the option to shop both in-store and online for their convenience.

JC Penney In-depth Review

Website Design and User Experience: The JC Penney website has a clean and modern design that is easy to navigate. The layout is intuitive, making it simple to find the desired products or categories. The search function is efficient and provides accurate results. Overall, the user experience is smooth and enjoyable.

Product Range and Variety: JC Penney offers a wide range of products across various categories, including clothing, home goods, electronics, and beauty products. The selection is extensive, catering to different tastes and preferences. Whether you're looking for trendy fashion items or household essentials, JC Penney has you covered.

Pricing and Discounts: JC Penney provides competitive pricing on its products, offering good value for money. The store frequently offers discounts and promotions, making it possible to find great deals. Additionally, JC Penney has a price match policy, ensuring that customers get the best price available.

Customer Service and Support: JC Penney's customer service is top-notch. The support team is responsive and knowledgeable, providing prompt assistance to any inquiries or issues. Whether it's through phone, email, or live chat, JC Penney ensures that customers receive the help they need in a friendly and efficient manner.

Shipping and Delivery: JC Penney offers reliable shipping and delivery services. The website provides clear information on shipping options and estimated delivery times. Orders are typically processed and shipped promptly, ensuring that customers receive their purchases in a timely manner.

Return and Exchange Policy: JC Penney has a hassle-free return and exchange policy. Customers can easily return or exchange products within a specified timeframe, either through mail or at a physical store. The process is straightforward, and JC Penney strives to provide a seamless experience for customers who need to make returns or exchanges.

Quality and Durability of Products: JC Penney offers products of good quality and durability. The store partners with reputable brands, ensuring that customers receive reliable and long-lasting items. Whether it's clothing, furniture, or electronics, JC Penney's products are built to withstand regular use.

Overall Shopping Experience: The overall shopping experience at JC Penney is excellent. The website is user-friendly, the product range is extensive, and the customer service is outstanding. With competitive pricing, reliable shipping, and a hassle-free return policy, JC Penney provides a seamless and enjoyable shopping experience.

Loyalty Programs and Rewards: JC Penney offers a loyalty program that rewards customers for their purchases. Members can earn points that can be redeemed for discounts or exclusive offers. The program enhances the shopping experience by providing additional benefits to loyal customers.

Online Security and Privacy Measures: JC Penney prioritizes online security and privacy. The website utilizes secure encryption technology to protect customer information and transactions. JC Penney also has a comprehensive privacy policy in place, ensuring that customer data is handled responsibly and securely.

Social Responsibility and Sustainability Efforts: JC Penney is committed to social responsibility and sustainability. The company actively engages in initiatives to reduce its environmental impact and supports various charitable organizations. By shopping at JC Penney, customers can contribute to these efforts and make a positive difference.

Customer Reviews and Ratings: JC Penney has received positive customer reviews and ratings. Customers appreciate the quality of products, competitive pricing, and excellent customer service. The overall satisfaction of customers reflects the commitment of JC Penney to meet and exceed customer expectations.

Mobile App Functionality: JC Penney's mobile app offers a seamless shopping experience on the go. The app is user-friendly, allowing customers to browse and purchase products easily. It also provides exclusive deals and notifications, enhancing the overall convenience of shopping with JC Penney.

In-Store Experience (if applicable): JC Penney's in-store experience is equally impressive. The stores are well-organized and clean, making it easy to find products. The staff is friendly and knowledgeable, providing assistance when needed. In-store events and promotions further enhance the overall shopping experience.

Competitor Comparison and Analysis: When compared to its competitors, JC Penney stands out for its wide range of products, competitive pricing, and excellent customer service. The store's commitment to quality, reliability, and customer satisfaction sets it apart from the competition, making it a preferred choice for many shoppers.

How to file a complaint about JC Penney?

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1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have one, create a new account on the website.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with JC Penney in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with JC Penney. Include key areas of concern, relevant transaction details, steps taken to resolve the issue, the company's response, personal impact, and nature of the problem.

5. Attaching supporting documents:
- Attach any additional supporting documents that can help validate your complaint. Avoid including sensitive personal data in these documents.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it to ensure all necessary details are included.

8. Submission process:
- Submit your complaint by clicking the 'Submit' button on the ComplaintsBoard.com website.

9. Post-Submission Actions:
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Ensure you follow these steps carefully to effectively file a complaint against JC Penney on ComplaintsBoard.com.

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Contact JC Penney customer service

Phone number

+1 (800) 322-1189

Website

www.jcpenney.com

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ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with JC Penney Customer Service. Initial JC Penney complaints should be directed to their team directly. You can find contact details for JC Penney above.

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Use this comments board to leave complaints and reviews about JC Penney. Discuss the issues you have had with JC Penney and work with their customer service team to find a resolution.