VA Buffalo Regional Office — Attraction in Buffalo

I enrolled in school this summer of 2018 and officially started taking classes as of yesterday, August 27th. While I was waiting for school to the start, I would periodically check my eBenefits account to see if the Regional Office in Buffalo was tracking my enrollment verification. Every time I logged in it would read something along the lines of, "No enrollment verification found. Please check again at a later date." I knew for a fact that my school sent my enrollment verification on the 1st of August so I figured that there shouldn't be any reason why VA isn't tracking me being enrolled in school. So I decided to give them a call to inquire about the status of my enrollment.

My first impression was that the automated phone system is absolutely atrocious. It appears outdated and is only programmed to regurgitate information that is already available to you on the eBenefits website. It's also very difficult to get the system to prompt you to speak with an agent. The sole purpose of me calling is to speak with a real person that can help resolve any issues or answer any questions I have, not to go back and forth with an automated answering system.

However, once I did get through to an agent, I woman by the name of Judy picked up and to my surprise given all of the negative reviews on here, she was very polite and courteous. I explained my concerns to her and she seemed very understanding and told me that she would transfer me to a representative in education department. Unfortunately, Judy decided to transfer me BACK to the automated system where I was prompted to select from various topics concerning education instead of transferring me to an actual person. I didn't particularly like that, but hey at least Judy was nice.

Eventually, I got hold of an education representative by the name of Sheila and my wait time was actually under 10 minutes! WOW. I explained to her that my professor issued a list of materials for me to purchase and that I hadn't received my book stipend yet and my eBenefits account is reflecting that I'm not enrolled in school even though veteran services sent my enrollment form off on the 1st of August. I asked her if she knows any differently and what I should expect going forward. Well, Sheila was very nice and understanding just as Judy was. Not the slightest bit of attitude and seemed happy to help. She gathered my information and confirmed that my enrollment was received on the 2nd of August and verified that a specialist is currently processing my GI Bill. Although she couldn't confirm when I would receive my funds, she at least reassured me that someone is processing my GI Bill and it shouldn't be too much longer. All in all, I was satisfied with my phone call with Sheila.

Contrary to the very VAST majority of Google reviews concerning the Buffalo Regional Processing Office, I had a pleasant experience with the two agents I spoke with; especially Sheila. They were informative, nice, helpful and the wait was relatively short.

With that being said, I do NOT like the automated phone system or the fact that my eBenefits account says that there is no enrollment verification for me even though the processing office knows otherwise. Veterans' accounts need to be updated as their GI Bill goes through the processing system. I'd like to be updated on the status of my education claim as it moves along. I believe I'm entitled to that.

I don't believe that the employees at this particular office don't care about veterans. I do believe that there is a massive backlog of claims and GI Bill packets that is causing increased inefficiency, reduced processing and undue delay for vets that have to be processed through this office.

For now, I'll hold on tight and see what happens in the next couple of weeks and continue to have faith with this office and the employees that...

Firstly In response to Christopher Richardson Not to burst your bubble Chris, but you never spoke with anyone located at the Buffalo office. The two women you spoke with belong to a call center based out of Oklahoma who have no contact with the Buffalo office. So that's that.

Secondly, in regards to the VA Education department in general, I would like to say that the VA online web site posting time tables for processing times is optimistic to the point of outright lying, let me refine that actually, it is an outright lie. During the January/February and July/August time periods, the online website had posted that on the date that the corresponding office (Buffalo in my case) would receive your claim from the school (Example Aug 1st), it would be completed in two weeks (So completion by Aug 15th). Total BS. The call center people know that. The IT staff posting it online know that. The regional offices know they are not going to complete it in that timeline. Just go look at their weekly Monday reports they have on their website. Snow balls stand a better chance in the Sahara then that timeline being true. Now, for those of you who are going to go fact check me, they have since changed the site to reflect that once the employees actually start to process your claim that it will take 3 days to receive your benefits. Any joe blow or jane doe who have dealt with the process more then once knows this. Both of these "timelines" are just to attempt to stem the tide of angry calls from vets using their Chap. 33 who are going to school without receiving their benefits. Which is a miserable failure for anyone with a little common sense and access to Google.

Thirdly, specifically the Buffalo office, I myself am now 32 days deep from when your office received my claim and am now 4 weeks into my semester with nada. With 8 weeks to go, hopefully I will have my benefits with only 5 or 6 weeks remaining, books would be nice/helpful. This situation was similar to how my case was handled for the spring term earlier this year with my claim going 5 1/2 weeks before completion. This is now turning into a trend instead of an isolated incident. Can't wait to see how it shakes out this Spring term.

I will say, this was not the case before this year, following adjustments made to the VA last fall by Trumpo the clown. Helping veterans huh? Hmm...

Update It took just over 5 weeks for when I received my benefits this semester. 5-6 weeks is the current processing time for this office. So...

Idk who’s working at the education benefits but can’t you guys read the DD214 ???? This is terrible service and incompetent people Jesus Christ, I’m trying get into school next month and y'all are sending me a letter denying me education benefits that I have received in a different regional office. What does “your first period of service prior to your re-enlistment is not long enough to qualify for chapter 33” even mean ??? I have more then 2 periods of service on my DD214, re enlisted more than 2 times. Don’t tell me “this leaves no qualifying service available to use for chapter 33 eligibility” . The whole office needs to be replaced with people that know what they’re doing. I can’t wait to call on Monday!!!

Director Donna Mallia please do something about this and an Audit on your team. Assistant Director Jennifer Cassidy please do the same. Education Officer Kimberly Wagner, what is going on at the education office ? Assistant Director Casey Kvale, You look like a competent guy, please have your people in check and ensure they know what they are doing and digging deep into each claim.

Thank you, I will follow up with an update after my call on Monday.

Update - They called me and apologized for the issue, they are working hard to get the right letter sent out to by next week....