On Wednesday, October 2, 2019, I spoke to Kim P*****, Silver Team representative. Together, we outlined my needs for 200 certificates. We discussed sizing, matting, logo, and that the names of the recipients on the certificates would be forwarded to the company when the nomination process was completed. She said it would not be a problem and that her team would do a mock up of a certificate. Kim was kind, professional and informative throughout the process. On Wednesday evening, Kim forwarded me the contract. On Thursday morning, 10/3/10, I signed the contract with my billing address and credit card information, and sent the contract via email. Thursday afternoon, 10/3/19, I received a voicemail from aPFL employee who asked to call the company to discuss the logo and border. This employee's message was garbled, but it sounded as though her name was Sloan or Lone. (it was difficult to ascertain her name) I returned her call. She informed me the company did not charge me for the printing of each individual name for the certificates on the contract, even though I have the contract's pricing, and I signed the contract. In addition, Kim P*****, the representative, spoke to me and agreed to have each name individually printed just the day before. This new representative was rude, unprofessional, and lacked any ounce of kindness. When I explained this was part of my conversation the day before with Kim who assured me the names would be individually printed on the certificates, she never apologized for THEIR mistake and misquote. Without missing a beat when I told her I was going to cancel this order and all future orders for our organization her reply was simply, "Ok!" I've never dealt with a person who just didn't care about the service she was offering or her obligation and contract to follow through with an order/service.