Emily, you are right. The problem is, that many of the staff that take in your returns do not understand the AE system themselves. We have been pushed from pillar to post over the years. My wife is fluent, as is our daughter (both work here). All we get when we ask about AE is the old 'shrug' and, 'Oh you are one of those'. We were told to complete the forms differently month by month & when telling 'last month your colleague said to do this' we got, "Well sorry that was wrong advice'. One time whilst we were still questioning & trying to explain that we had done our returns by internet when 'they' had claimed we had not submitted any........ reply, "Oh Mr & Mrs C you should know that the internet system for AE doesn't work". I challenged that by replying, "By tht I take it you mean you do not know how to use the system". Bad move, as she just packed her papers up and left.... it was 1205 mind, lol . Any how, after 7 years of to & fro, they finally decided to move us to 'the other' Pole Emploie in our region. We went there to find the staff really helpful, understanding and they even commented, "Oh you were there we don't treat people like they do, we are here to help"........ So far all is well and we are completing the forms in the same manner..... you gotta love em'