#customerservice

anyone else hear talk about us getting a call center for the debit card program?

They have laid off so many people not one person wants to go the extra mile. Everyone is deflated, everyone says not my department. This company is honestly so fkd up. Why isn’t management stepping up? Protect the base ….. how about treat our customers with respect. Not one update from James Mc a total waste of space. Renewals are falling off a cliff and I’m being punished for it. Sort it out !

Apple has officially rolled out its iOS 27 as of Sept. 14. But if people with T-Mobile want to use one of its new features, they’ll have to pay a fee.

https://www.al.com/news/2026/09/t-mobile-customers-will-have-to-pay-monthly-fee-for-ios-27-feature.html

Entain, the parent company of Ladbrokes and Coral, is implementing significant job cuts in its customer care division. Approximately 400 positions worldwide will be eliminated, representing 20% of the customer care team. This decision stems from increased UK gambling taxes and the potential for further tax hikes. The company warns that additional tax burdens could lead to more job losses across its operations.

United Kingdom

https://focusgn.com/ladbrokes-owner-entain-confirms-400-layoffs-with-warning-over-proposed-machine-game-duty-hike

I used to be somewhat impressed with Tech Support as I could get an American-based tech relatively quickly, but it has gradually devolved into a sh!t show where NOTHING gets resolved.
I don’t have to tell you why.

It’s unbelievably frustrating to be on the phone with someone who you know doesn’t understand what you’re telling them and who keeps reverting back to a useless script.

I can’t be the only one experiencing this.

Does anyone else feel like we should bring this 2017 term back again? Previously it was Changing for the Better to emphasize our enhanced risk management and customer service culture. We should now use it to again to say we are keeping those and adding to it an enhanced culture of sales through giving great service advice and guidance.

Thoughts?

Wife went into store for another problem. Rep talked her into trying Internet Air and gave her equipment to return if we didn’t like it. Told her our current provider was cheaper and met our needs. She returned per instructions. Got a notification this morning account was delinquent and would be turned into collections agency. This is 2 weeks after returning. Rep I spoke with this morning saw where the equipment was returned and it might take another 2 weeks to credit my account. Do they only have 2 people handling this process for the entire company.

Does the company care about its customers?

Anyone have an insight regarding VCG? Customer service is going through training to become universal reps, our jobs are now ai and outsourced. My supervisor is extremely paranoid about everything! This makes our team feel like something is up.

An older neighbor of mine, a Citi customer, was recently scammed through a phone call. With such a massive organization and so many teams, how does customer protection still fall through the cracks? What exactly are all those teams accountable for?

Was this a Fiserv conversion? Just saw that there’s an issue with customers not being able to access their money until Tuesday.

It's beyond a disgrace; how low can you go. Begging for shots to customers to keep the community healthy YET sell cigarettes is that for the health too? Begging for credit cards. Blow up birthday balloons that don't sell. What FOOLS. Beyond embarrassing. What a pathetic company.

Negative commentary surrounding Mutual of America Financial Group primarily spans financial performance downgrades, fiduciary lawsuits, customer service issues, data security concerns, and workplace culture complaints......is there any part of this business that is positive!
Financial Performance & Credit Downgrades
Fiduciary Lawsuits & Fees
Data Security Issues
Customer Service & Operations
Internal Workplace Culture
Have I missed any area... all within the last 10 years! Wow that is astonishing how far this company has fallen. The last ten years of management should be embarrassed.

Anyone else hear about the new RE-ORG to "support" EPG? Customer Service is always so garbage at Elavon, the only way itll get better is when QA and leadership actually keep the reps accountable- I know ppl that still have jobs in CS that straight up just hangup on customers (theyve full on told me thats what they do) have been working htere for years.

Reddit thread has me anxious. Poster stating that PBM layoffs will include up to 700 Customer Care either starting on or by 1/1/27. Poster correctly stated that Care is being outsourced to vendors.

Can anyone confirm the legitimacy of this claim? I have two small children and extremely anxious. I have to make sure they’re taken care of. Care is being outsourced to other vendors but seems strange to lay off 700 people right in advance of Welcome Season (our busiest time of year).

Anything anyone can offer is appreciated.

Oracle Corporation has confirmed over 500 layoffs impacting its Kansas City operations. These permanent cuts will affect approximately 150 different job titles, primarily in software development, management, and customer service. An economist noted that the impact could be doubled for the region due to Oracle being an exporting firm. The company is reportedly reallocating resources towards artificial intelligence and data centers. Affected employees are expected to have their last day on June 1.

Kansas City, Missouri

https://www.kmbc.com/article/oracle-layoffs-kansas-city-economic-impact/70912810

Forced Price Hikes:
T-Mobile abandoned its famous "Price Lock" guarantee and forcibly migrated millions of users on legacy plans to more expensive tiers. This triggered massive consumer backlash, regulatory scrutiny from the FCC, and a sharp spike in customer cancellations (churn) as price-sensitive subscribers walked away.

Opaque Reporting & Heavy Competition:
To mask slowing customer acquisitions, management stopped reporting key subscriber growth metrics. At the same time, they underestimated competitors; AT&T and Verizon matched promotions effectively, while cable operators (like Comcast and Charter) aggressively stole market share with hyper-cheap mobile and broadband bundles.

Flawed Digital Transformation:
In a bid to cut costs through automation, the company laid off over 4,500 employees, closed retail locations, and forced customers to use the digital T-Life app for upgrades. This severely disrupted the traditional customer service experience and alienated users who preferred in-person support during a highly competitive market cycle.

Idk where to begin but I feel the website is an absolute trash. Like batshit trash.

I tried to add the Google AI pro on my FIOS plan and well, you can't.

Why the heck it is so difficult to navigate through the website?

Same with Verizon Dollars, can't find what is the balance on my Verizon dollars. The chatbot does not respond.

Tried to call in the service rep, it literally said the VOICEMAIL iS FULL and hanged up. My wife next to me literally started laughing as how can a company this big is so full of cr-p.

If you work in customer service, logistics, planning, pricing, etc - be prepared to train your replacement in costa rica after the huntsman merger. They're for sure going to leverage the global service center in order to hit the 400 million synergy targets.

AI has become the primary stated reason for US job cuts, with verified figures through July 2026 already exceeding last year's total. While a widely circulated 205,000 figure is likely inflated, official data shows AI cited in over 112,000 layoffs this year, more than double 2025's count. These cuts are concentrated in customer service, data operations, and finance, impacting roles that often serve as entry points for new employees. Companies are increasingly using AI as justification for restructuring, leading to concerns about the removal of foundational training roles. The trend highlights a shift where AI is a common explanation for a smaller overall layoff number.

San Francisco, California

https://startupfortune.com/ai-layoffs-have-already-hit-205000-us-workers-in-2026-matching-all-of-2025/

https://www.facebook.com/groups/1139701801516302

Verizon sales and support representatives often keep customers on expensive plans against their requests because company commission structures and performance metrics heavily incentivize high-tier plan retention and upsells.

How do executives think the AT&T guarantee is a good thing?

If anything, it’s a complete middle finger to the customer when their internet is out for a day, and they get $2.32 refunded 30 days later.

Are they just THIS out of touch with normal people?

Customers are not getting answers for weeks and months,
Issues not resolved and accumulating.
They thought Ai will resolve all issues for them and replace staff.
The remaining teams are understaffed.

Did the hours for phone assistance get cut recently?

How do I cash out the six BNY stocks we were granted back in 2023?

I clicked transfer but was met with “your cash balance is $41.36. To make more cash available, you’ll need to place a trade”.
Total account value $1033.82

Explain to me like I’m clueless (because I’ve never done this), if I click place a trade, what do I select or click next?

I just want my money.

How accurate is the list of contacts below and who be the best ones to send a customer complaint to ?

TIAA
730 3rd Ave
BBB Serving Metropolitan New York
BBB File Opened:
3/28/2001
Business Started:
1/1/1918
Type of Entity:
Corporation
Business Management:
——-
Ms. Stephanie Bell-Rose, Managing Director and Head TIAA-CREF Institute
Ms. Lori Di-kerson Fouché, Senior Executive Vice President and CEO, Retail & Institutional Financial Services.
Mr. John Douglas, Senior Executive Vice President, Chief Oversight and Advocacy Officer
Mr. Rahul Merchant, Senior Executive Vice President and Head of Client Services & Technology
Mr. Glenn Richter, Senior Executive Vice President and Chief Administrative Officer
Ms. Gina Wilson, Senior Executive Vice President and CFO
Mr. Sean Woodroffe, Senior Executive Vice President and Chief Human Resources Officer
Ms. Thasunda Brown Duckett, President/CEO

On credit hold with nearly every vendor that’s need at RUSH… CT not working, internet not working, server crashes, phones in stores not working, let’s not even get into the absolute garbage fire of Shopify…. I spend 80% of my day “putting in a ticket” or following up on a ticket… or resubmitting a ticket I’ve already placed… but, oh, if you’re behind or not getting results it’s your fault because you’re not being persistent enough. Let’s not forget to GET MORE EMAILS! But oh, sorry, let me check you out on my Shopify register… oops sorry, actually, I can’t because half of what you’re trying to buy doesn’t scan so let me take you to this other register! Don’t forget to get your surveys filled out with Highly Satisfied! What an actual joke…..

AI is being implementd offshore by teams that dont have the necessary AI expertise and struggle with English communication and comprehension. What could possibly go wrong? It would be funny if it weren’t so sad. This company is in serious trouble. They keep laying off experienced, highly skilled employees in the US, and at some point you have to ask: who is left with the knowledge and experience to actually take care of the customer?

How is your experience?
For me it's been 3 weeks unable to access Oracle network. My ticket is still awaiting resolution and my colleague is following up on behalf of me. I didn't work for nearly 2 weeks.
Ai agent is keep generating responses that is not resolving the issue.
Calls to talk to a real human is taking a long time.

We've all seen admin locations that have a good number of customer service employees shut down in recent years. Sacramento, Jacksonville, Salem, the Barn, Billings, and probably a bunch of others I can't think of right now. Birmingham and SLC probably aren't going to last much longer either. A lot of these roles will be taken over by chatbots or outsource, but which domestic customer service hubs will still exist 5 years from now? Who has the insider info?

As someone who was not eligible for the vsp, how likely is it that id be laid off instead of someone who was eligible but chose not to take it? Im a CSA ( customer service advocate) and no one on my team has received a meeting invite.Any word on how they’re laying people off? Is it merit based or longevity?It makes no sense to lay off the people who accepted the vsp.

So they are actively surplusing the folks who handle all of the customer care and customer support, then wonder why the Voice of the Customer surveys are so trash as of late. You call in and get transferred around because no one knows WTF is happening or how to fix sh-t that gets messed up in Retail because the teams that DID handle that are gone (Surplussed) and the chat support is so bogged down with people refusing to be stressed to the max that the wait time for anyone remaining to get help is ALWAYS two hours minimum. Then of course they hire in new managers off the street to replace the ones they just surplussed....and these NEW folks have zero idea WTF is happening themselves or what they've just signed up for..This company is operating on the sole fact that the left hand NEVER knows what the right hand is doing anymore. If they start cutting at L3 and HIGHER..we could reach whatever financial target they are trying to reach and everyone could stop being stressed and near their breaking point day in and day out. There is ZERO reason John Stankey should have made 29 million dollars last year when the stock value has diminished STEADILY throughout his tenure. 29 million dollars to look goofy as fu-k in every video they put him in, where he lies about how well the company is doing, then directs the company to send out "Mental Health Support Tips!" emails to the folks who hate his guts.

Any CSAs hear anything? I havent seen or heard about any customer service advocates getting hit? Not member services but people who have customer service advocate behind their name on teams? Nearly my whole team has been here over 2 years so idk if they accepted the vsp or declined it. Not sure if any of us will have a job soon

Oracle may use AI to assist in responding to your Service Request. Responses may include mistakes. You are responsible for reviewing and verifying any recommendations before implementing them in your environment.

It's almost as if Oracle is taunting customers and daring them to leave

Centrica is reducing its workforce by 1,300 employees over two years as part of a digital transformation. The company attributes these cuts primarily to a shift in customer behavior towards digital channels, not AI. While unions express concern about AI replacing jobs, Centrica's CEO states that changing customer preferences are the main driver. The company plans to increase roles focused on digital services while scaling back phone-based positions. This announcement coincides with increased profits in Centrica's retail division.

London, England

https://www.ibtimes.co.uk/british-gas-owners-ai-drive-leaves-1300-call-centre-workers-without-jobs-1810750

I asked someone at the sc aquarium if their blackbaud payment software works well and he said it breaks when they need it most.

Make sure to keep working hard though. Do good. More like do bad worse.

All to line the pockets of Mike G.

I was recently laid off and have had nothing but issues with my account. The problem is, you can’t approach fidelity for help online. On r** for example, the mods will falsely flag comments and posts as spam, downvote you 100 times, why is this an okay practice? Lots of customers leaving, going to Vanguard etc. Loss of customers only leads to may layoffs. But most companies currently don’t seem to care about the American people. Sad times.

Anyone else psyched to be at the front lines of angry students and parents when rush hits? It’s so unbelievably stupid to allow orders for items we do not have and not tell the students we have to source these items somehow and it will take weeks. Oh and we can’t cancel items. And can’t cancel orders. But customer service is so so important!!!