NEWS | June 18, 2021

Feedback Fridays

By Brig. Gen. Caroline M. Miller 502d Air Base Wing Commander

Feedback Fridays is a weekly forum that aims to connect the 502d Air Base Wing with members of the Joint Base San Antonio community. Questions are collected during commander’s calls, town hall meetings and throughout the week.

If you have a question or concern, please send an email to jbsapublicaffairs@gmail.com using the subject line “Feedback Fridays.” Questions will be further researched and published as information becomes available.

Q. It is unfortunate that we cannot get proper customer service from our Finance squadron.  It doesn’t help to send ICE comments, so this is my next option.

Many members at JBSA-Fort Sam Houston have difficulty using their Customer Service Portal, or CSP.  The system will not identify the @mail.mil address, although these members have an af.mil account, the system does not recognize that either. 

This issue has been bought to their attention, but they always say the employee needs to use the af.mil account.

Recently, I submitted an action report and informed them I was submitting it on behalf of someone at JBSA-Fort Sam Houston.  I asked them to correspond with the person via email because of the issue and provided the employee’s email address and phone.  

While I was on leave, the finance representative responded stating the only way they are supposed to communicate with customers is through the portal and wanted me to be a go-between. 

Needless to say, I was appalled. What if this information was time-sensitive and I didn’t get the information until it’s too late?  We are talking money matters.  I informed the finance rep that they need to find a solution, since having me as a go-between is not the answer nor was it good customer service.

This is only one of many issues.  As their customers, we really need the Comptroller Squadron’s higher leadership to step in and evaluate the way they are using that portal.  Please take this matter seriously.

A. Thank you for taking the time to communicate to us your customer service experience. We are sorry to hear that your expectations were not met.

The 502d Comptroller Squadron has been rigorously advertising the Comptroller Services Portal and its capabilities extensively through multiple avenues since its inception to include Mission Partners forums, mass emails, the First Shirt Network and social media platforms. 

CSP has been praised for its ease of use, as it eliminates commute and wait time in-line within our lobbies and has been lauded for its effectiveness.

When CSP is inaccessible, we have been directing members to use the finance Org Boxes in lieu of CSP. Members who are unable to access CSP can use the following Org Boxes: 502CPTS.FMF.JBSAMILPAY@us.af.mil for military DHA users, out-of-service members, and military who are having issues accessing CSP.  502CPTS.FMF.CivilianPay@us.af.mil for civilian DHA users, and civilians who are having issues accessing CSP.

We will continue to advocate the need for DHA and ARMY network integration to the CSP development team and try to find a solution for the mail.mil issues that prevent DHA and ARMY network users from accessing CSP.

Until a fix is provided within CSP, the 502d Org Boxes should provide a platform to support financial needs for members unable to access the portal.  The 502 CPTS will continue to focus on customer service training and development in support of the greater JBSA community.

Q. Are there any future plans to open the walk-in customer service for JBSA-Lackland Finance Office with regular duty hours?

Currently, the only walk-in services provided are Monday-Thursday, 11 a.m. to 1 p.m.

The line to be serviced at 11 a.m. is so long that customers have to wait for an hour, without being able to maintain a 6-feet distance due to limited space in the hallway.

A. The 502d CPTS has extended the customer service counter hours since moving to HPCON Bravo. Our new counter hours are 9 a.m.-1:30 p.m. Our customer service counter is currently open and available for all members that do not have the capability to generate a Comptroller Squadron Portal case or have not received a response to their open CSP case within 7 duty days.  

CPTS continues to operate in compliance with Centers for Disease Control and Prevention standards and published JBSA Guidance Memorandums. Placards are posted in the 502d CPTS hallway and the floor is marked with red tape accordingly to enforce the 6-feet social distancing requirement.

We encourage all customers to bring up any and all social distancing breaches to our attention and give us the opportunity to enforce the base policies and guidelines when violations occur.

We apologize for any instances we may have missed and pledge to continue enforcing appropriate safety measures.