I am horrified at what I just heard one of your employees say to an individual who was approved for assistance for the first time ever. There is an issue with the assistance amount not being recieved by KU. The individual who was granted the assistance is doing everything in their power to connect these 2 entities to resolve this issue and after almost 24 hours of this the person is obviously getting frustrated and simply stated that. The woman from your office replied Well Im not the one who didnt pay my utility bill First of all she does not know these peoples current circumstances and second of all who is she to be condescending to those already in a difficult situation. Come to find out the issue was due to the negligence of someone in your office not completing all requirements necessary on your end. I suggest educating your employees on etiquette and professionalism.