I am finding that I must audit our vendor more and more, and at least once 
a month call them out on snafu, usually in the form of charging us for a 
fictional request or changing a request to a rush status, thereby tripling 
the cost. We are fast learning that we must double-check every transaction 
to ensure it is executed as requested. Customer service levels have 
noticeably decreased since the summer, where mistakes and oversights are 
unfortunately more of the norm. The upshot is that we must spend more time 
keeping on top of requests with the vendor and therefore other 
responsibilities get pushed down a rung or two.

Stephen Cohen, Records Manager
MetLife \ Legal Affairs
1095 Avenue of the Americas
New York, NY  10036-6796
212-578-2373
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