Complaint Review: Touchstone Research Group LLC

My grandfather recently passed away and wanted a military funeral.  In order to give him a military funeral, we needed to provide a specific document - DD214 - which we were told could be obtained through Touchstone.  I ordered the report on 12/5, paid to have express service so that I would have the document in hand on 12/7 for the funeral on 12/9.  I never received the document.   WHen I followed up, I received notification that Touchstone was looking into the delay.  I never received the document and we buried my grandfather on 12/9.  I followed up today to request a full reimbursement since I did not receive the service I paid for.    An employee named Molly at Touchstone, emailed me back saying that I did receive the document and that I would not be reimbursed.  After some back and forth over email, I explained that I never received anything from Touchstone and they should provide me with proof that a document was successfully sent to me. They were not able to provide me with any proof.  They did, however, provide me with the documents I requested.  Too bad it was a week late and after my grandfather's funeral.  I called and an employee named Chris answered the phone.  Chris was so kind to me when I originally requested this information - until he got my money - because he hung up on me once I told him it was me and I was looking for reimbursement.  I called back and got Molly on the phone - Molly hung up on me once I announced myself.  Now, the phone goes to voicemail.  This is a poorly run business that does not own up to client service mistakes.   From what I can see, Touchstone comments on prior reports similar to mine by calling other victims "competitors" who are just trying to hurt their business.  That is disgusting to me.  My grandgather is a Veteran who fought for you and/or your family members and defended our country.  Touchstone Research Group is a disgraceful business that rips people off.