The customer service team is much better than those of other transcript evaluation agencies. They always pick up the phone, the wait time is minimized, and they try to help customers to the best of the ability. The only two issues that caused the process to be delayed for my case were (1) inter-departmental communication happened, so I was told by the customer service team that my transcript from the high school was not received even though the school had definitely sent the transcript, and (2) lack of clarification on how transcripts must be sent from a verifiable email address (this is mainly also because of a cultural difference and a difference in the education system of Vietnam; not all high schools use official email addresses and not all students can order their transcripts online). I hope that IEE can be more careful when dealing with discrepancies like this so as to help the students and institution involved.