Incompetence with GEMS Staff not once but TWICE

I am extremely disappointed with GEMS' customer service. I initially requested a contribution letter over a week ago and was assured I would receive it within 48 hours—yet, nothing arrived. After following up, I was once again promised the document within 20 minutes, but that promise was also broken.

This lack of efficiency and reliability is unacceptable, especially considering the urgency of my request for maintenance court. GEMS claims to ensure good customer service, but their system is flawed. Clients are asked to rate staff based on the call itself, not on whether their query was actually resolved. In my case, despite polite and professional interactions, my issue remains unresolved, making those ratings meaningless.

GEMS seriously needs to improve its response times and accountability. Based on this experience, I would not recommend their service to anyone relying on timely documentation.