What is Call Backs?
Call Backs is a feature that makes it easier for you to reach your favorite advisors by asking us to begin a call with a given advisor whenever they become available. There's no more need to waste your time calling back to see if the advisor you want to talk to is available.

How do Call Backs work using 1-800-ASK-KEEN?
Just call 1-800-ASK-KEEN and enter the extension of the advisor you want to talk to. If this advisor is busy with another member or not available to receive calls, you can make a Call Back request specifying the amount of time you're willing to wait to be called back and the number where we should call you.

Will you definitely call me back?
We'll call you back only if this advisor becomes available during the amount of time you specified -- anywhere from 1 hour to 9 hours. If the advisor doesn't become available during that time, we won't call you.

What if I don't answer the phone when you call me?
We'll call the number you specified twice; if you don't answer the phone, we'll move to the next customer on that advisor's Call Back list.

What if I change my mind and don't want you to call me?
You can follow same steps to cancel your Call Back that you did to set it up: just call 1-800-ASK-KEEN and enter the advisor's extension, then follow the spoken prompts to delete your request.

What happens to the money that I added to my account if you don't call me or if I miss the call ?
You won't lose that money; it will stay in your account, and you can spend it at any time with any advisor.

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