So I just had an annoying conversation with two people at PMG and honestly I am not sure I how much more failure at customer service I could expect. I submit notes to use up my grading credit for last year on the economy tier which should take 30 working days, they received them April 2 and send them back May 28, so unless they only work 4 days a week, this is over the tier (but that's not my issue, I am not in a hurry). Then I get the invoice and it says I owe them an additional $20, so I call their accounting department and a lady tells me sometimes the graders can move notes to a different tier if they think the value is higher than the tier I requested. This is a note that I paid $850, which is well below the $1,000 limit for the economy tier. The lady in accounting said I should have received an e-mail explaining what happened, no, the e-mail just said, "Attached is a copy of your invoice" without any explanation. So the accounting lady transferred me to customer service where the gentleman informed me that the grade probably thought the note was worth more than the $1,000 which is a good thing. I responded that the note isn't worth more unless someone is willing to pay more, so I asked how much the grader/PMG was willing to pay me for it, since a note or anything else is worth only what someone's willing to pay for it. Since he explained it was only an "opinion" since they don't buy notes, so again, my opinion and the invoice showing what I paid for it should be sufficient to note the tier I selected, but in any case there should be some explanation, but there was nothing. This is a minor matter that could have been settled by a simple note saying, "we reviewed this note and our opinion was that it was worth more than the limit, so we will move it to the next tier, hence you owe us $20 more." But based on this experience, customer service and communication are note PMG's strong suit. FAIL.