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Did I say anything about a lawyer? Don't think so...that's my idea of an absolute useless and "no win" stratagy. I agree with Rich as to the probable outcome. Just didn't want to get tarred with that brush. In most situations, I view that as a suicide bombing effort, unless enlisted in defense against some other lawyer coming after you.
Keystone doesn't have an ombudsman, at least I don't think they do. If they did, that would be a Keystone management Exec set up specifically to resolve issues, such as this one, after all lower levels of management have failed. That is at least three levels away from where you are right now, even if they DID have that capability. An ombudsman is to a lawyer what a Fisheries Manager is to a barracuda.
Good luck...talk to "John Armstrong" AND Jeff Rank in a reasoned and calm manner. I think it will work out.
Best,
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