Friday, December 11th, I called to request a $0 balance fax letter be sent to my office for 2 seperate credit cards that I had in the past with Sears. One Gold Master Card and one regular Sears Credit Card. Both of which have been at $0 balance for sometime now. My credit report still has not been updated, claiming both accounts still hold balances. On Friday I called customer service and was told that it was not a problem to have letters for both accounts sent to me, but that I needed to be by the fax machine to verify that I had received the faxes. Since I was not in a place where I could do that, I called back this morning. The first person that I spoke with could not understand me and I could not understand her. After asking to be transferred, the second person informed me that she could help me with only one of the two accounts and gave me a second number to contact for the other account. After calling the other number, I was then informed that they could process my request, but it would be 2 to 3 days before I would receive the fax. My question?? Why is it one can fax me in minutes, while the other takes 2 to 3 days? And why can one gentleman help me with all my questions one day and then I am told another day that, that is NOT the case? To the man I spoke with on Friday! Thank you! You were very much a help and very pleasant to speak with. You obviously know more about your job than the remainder of people answering the phones. Keep up the good work. As for the rest of you! You all need some pointers in being personable to start and somebody better send you all back for more training!