After a lengthy intake review process on a Monday with KYHC I was informed that a package would be forwarded to my email. After checking junk mail et al, I followed up on Wednesday. I received an email, without a link nor attachments. I called back and was sent the same exact email with no link nor attachment. I was directed to download Acrobat (which I had done informing that this had been done - turned my computer off and on and downloaded again) I explained too that with or without Adobe on my laptop, there was not a link nor attachment. Asking if the representative could see the communication being sent I was told that they could not. I asked if I could email back to them what I have to allow them to view the document. I was told that I could not. I asked if I could be given the link. I was told that they could not provide me with the link. I asked if there was a communications, customer service person who has the ability to view and review the issue. I was told that there was not. I was told that they could mail documents to me, which would take 3 - 5 business days, and once received I could call and ask for an extension. Agreeing to mailing I asked if also the documents could be sent to another email address I own. I was told that it would take another 24 hours before a second email could be processed. I was transferred to a second level person who informed me that there was nothing that they could do, other than mailing the documents and the problem I had was isolated. And further I had been on the phone for 39 minutes for a call that should take 3 - 4 minutes. Further i was given an ultimatum.... I could try to escalate the concern or have documents mailed. I asked for both.