#customerservice

I cannot be the only person in the company to find it ODD that there is time between calls in 4th quarter.

It's that feeling as if we(as in corporate employees) are just put here on the phone to take the calls that are overflowing in the que.

The department I am in LNP Tier 2.

All I wanted know was how much home phone is with our discount.

After today's call, I hope people see what an awful person she is and how little she cares for customers and employees alike.

If anyone feels they have a future at this company after that all hands call, I would be surprised.

We are archaic. People don't actively choose to bank with us. Our lending practices are stingy, our products su-k, our customer service is bad, and the company is now full of raging angry employees. We have somewhere in the market of 30k remote employees that basically got told their work isn't good enough simply because of location. Employees are your BEST marketing and 35k+ really angry employees can cause thousands of account closures by word of mouth.

Advocate for everyone you know to sell their stocks, move their money, and de-invest from this company. Close all your accounts and go bank elsewhere. The only way we get change is to hurt her bad enough the board of directors is forced to take a deeper look at why they're losing business.

Looks like we are tied for number #4 in member service. Are we going to get swag stating we are #4?

A sale of Conduent's tolling division to a Canadian company will result in 113 job losses at the E-ZPass customer service center. These layoffs are scheduled to occur in January 2027. The affected workers are employed at the Newark, New Jersey offices. This action follows Conduent's announcement of selling its tolling business for $70 million. The company stated that not all employees at the Newark location are impacted by these reductions.

Newark, New Jersey

https://www.nj.com/news/2026/11/70-million-sale-is-costing-more-than-100-nj-workers-their-jobs-at-e-zpass-service-center.html

https://broadbandbreakfast.com/at-t-to-bring-back-customer-service-jobs-to-u-s-by-2027/

AT&T to Bring Back Customer Service Jobs to U.S. by 2027
AT&T highlights career paths beyond a four-year degree

WASHINGTON Oct. 30, 2026 — AT&T will move customer service for its home internet, home phone and postpaid wireless customers to U.S.-based employees by the end of 2027, the company announced Wednesday. The move is part of a broader effort to expand domestic hiring and create more opportunities for workers without four-year college degrees.

In a company blog post, Shawna Erdmann, AT&T’s senior vice president of talent and development, said the company has hired 10,000 technicians since the beginning of 2023 to build and maintain its fiber network. AT&T expects to hire approximately 3,000 additional technicians in 2026 alone. The company said many of the new customer service positions will be full-time union jobs, as it works to reduce its reliance on contractors.

The move follows a broader push by the Federal Communications Commission to encourage companies to bring call center jobs back to the United States. FCC Chairman Brendan Carr said in March that the agency was pursuing proposals to encourage domestic hiring, improve customer service and address security concerns involving overseas call centers.
“We think it makes sense to tell people it's time to bring these jobs home,” Carr said.
Erdmann said nearly all AT&T jobs do not require a four-year degree and that the company provides ongoing training and career development. AT&T’s hiring strategy comes as the telecommunications industry expands fiber infrastructure to meet growing demand for connectivity and as artificial intelligence reshapes the workforce.
The company said its domestic customer service commitment reflects its belief that U.S.-based representatives can improve customer satisfaction while supporting stable employment. AT&T also cited an estimate from the Alliance for America’s Skilled Trades that employers will need to fill about 1.7 million skilled-trades openings annually through 2035, while training programs produce only about half the workers needed.

In the first 5 minutes of webcast LP expalins the reality of being an A4 company = there is no hardware sale margin... to pay traditional field account manager commission. Listen to that closely XBS friends. 5 minutes later he gives away the reality of future service. 50% of service calls being "resolved" remotely by AI, with a target for 70%. Talk to any tech or any service call center employee and you'll hear that they are juicing that "remote solve" number by forced directive, not customer feedback or pleasure with the experience. "We can bring service interaction to zero!", sure LP, but then what exactly are customers paying you for to justify the same service/supply costing structure. Its just experience enshittification, while you also try to bring rates and fee structures up with inflation. A3 sales are obviously down not just due to market mix shfit, but because 2nd half 2021 and 2022 were the xerox supply chain crisis. Would again recommend XBS employees look at your renewal opportunities next 18 months and realize the pipeline is dry because no customers were landing equipment this time 5 years ago. Q4 results are gonna be bumpy, but 2026 wil be a bloodbath.

I remember an AOP years ago when Kirk Tanner asked who in the room was in foodservice. Only a few people stood up. He said, “We’re all in foodservice. Our families are in foodservice.” That always stuck with me.

Back then we'd bring new products home for our families to try. They'd tell their friends about them. It sounds small, but there was pride in the company and the brands.

Over time we started cutting the small things, then the bigger things.

Restructuring, layoffs, offshoring and now AI. Along the way, a lot of tribal knowledge and connection to the business walked out the door too.

I think we've spent too long trying to save ourselves to prosperity and forgot we're in a customer service business. Relationships, experience, execution and pride still matter.

You can invest more money in beverages and technology, but at some point you have to give people something to believe in again.

I left Comcast last month. Perks go away as expected but make sure you check your bills.

I had one today for 325.00+. I had cancelled my services last month but was still charged. After calling into the 800 number, I was told I actually only owed 22.00.

Watch your money and your statements. Remove auto pay, they would have gladly taken the 325.00+ if I hadn’t of called.

I also switched to ATT fiber for a fraction of the price over the coax I was receiving.

What does it pay ? Thanks for any replies

I can’t begin to say how ludicrous it is that tech services were outsourced. Ever since that happened it looks like the farm uses HCL Tech. Why can’t State Farm get its own people for tech support?? It’s taken me 5 days to get online. Supposedly the level 1 reps can reach the level 2 rep and get promises of callbacks in 5-10 minutes but I can’t get a response. Feels like State Farm sets reps up to fail.

What am I missing?

possible,” asking for continued patience.

Pulumbarit said within weeks 3M will be able to reach a point “where most people will already know and have been informed” about their future with the company.

In a separate communication with employees obtained by the Minnesota Star Tribune, 3M officials said the moves were “to better position us for the future.”

The reorganization could stretch as far out as 2028, customer service employees were told in Wednesday’s call.

3M, which makes and sells thousands of products and services, has 60,500 employees, including 22,500 in the United States and 38,000 internationally.

3M opened global service centers in Costa Rica, the Philippines and Poland in 2015 and 2016. Customer service representatives at 3M maintain relationships and solve disputes with customers.

Companies across industries have embraced generative artificial intelligence to work more efficiently and productively and in the process have eliminated scores of jobs.

In July, Microsoft and 3M announced a partnership in which Microsoft would use 3M’s expanded beam optical technology, an easier way to install fiber-to-fiber connections within data centers, inside Microsoft data centers.

As part of the agreement, 3M would use AI technology from Microsoft across key business functions to reach business transformation goals, including those for customer service.

“At 3M, we view AI as a powerful tool that can accelerate growth, improve customer experiences and help our teams work more effectively,” said Jon Van Wyck, executive vice president and chief strategy officer at 3M, in a news release. “Our collaboration with Microsoft supports that vision through targeted optimization opportunities.”

Anyone hear about 100% RTO for everyone in Smithfield beginning in March? I have no idea where they would fit everyone but people in my organization seem to think it’s going to happen. Can’t wait for the 30 min + it takes to just get off campus to increase. My group in Institutional is incredibly micromanaged now and each change they implement undermines our ability to service our clients. It’s horrible.

It is unbelievable to me that the company let all the talent go in exchange for a bunch of overseas employees with NO experience and very little English! I would LOVE for them to join some of the client calls with these new resources to hear firsthand what they have done!

Just curious and looking for an honest answer. If I am sitting in LGA right now because 1:25 pm flight has been delayed too many times to count now (now departing at 6 pm supposedly), because of weather, but other airlines have departed to Houston many times over despite the weather, What is the real reason for the delay? Poor agent at the gate shows up every 40 mins or so to tell us the new departure time and to apologized. Lastly she keeps telling folks who walk up to the desk that the flight is in the air from JFK and each hr, she changes the time that it left and should arrive. JFK is not 3 or 4 hrs away????

Really? I have the receipt!!!! And that rude Customer Service employee sent me upstairs and I couldn’t get back downstairs since the escalator was broken!
Just ridiculous the amount of laziness and pass-the-buck philosophy that Tyson’s Corner Store has now! The product wasn’t used and the poor girl in beauty had to leave her client to process an ONLINE purchase!

If you want to know why we are incompetent all you have to do is call customer success, and try to do anything. They will literally do anything, but the thing you want to do.

How did you all like your "awesome " customer service card from Flavia Flave?! Guess there will be flowers at the landfill

Live in a fiber area. Been extremely dry but just got a couple of days of solid rain, no lightning or heavy wind. Haven’t seen a single repair vehicle in my area. What are the technicians and center employees doing to stay busy? Back in the day techs would have worked late for a few days.

This company deserves to fold. The levels of customer service are terrible. Every executive should put a much bigger focus on this. Your platform used to be good. Now it’s horrible.

UnitedHealth mistakenly declared eight doctors dead, including two Minnesotans
The error involved the notification system the health insurer uses to tell members if their doctors or other providers drop out of its network.

I dont remember if they avoided it in the last few years. I actually recall one in Novemeber specifically. Telling people they are let go and still having them do "open enrollment" was a nice touch.

What's happening with the customer care/contact center team these days? This is the store, customer, Walmart.com team reporting to VP Cherri McClure. A lot of the frontline business resides in India now, or outsourced through third party, with the dozens of directors and support staff in the US running in circles not sure what to do, overlapping with each other, causing chaos and frustration for the frontline leaders US-side who's running the show, or trying their hardest to. There was a round of layoffs or two earlier this year with quite a bit of re-org happening as well.

FIS security policies have been tightened to the point that it is almost impossible to comply, and product teams across the are unable to release software patches. Clients are up in arms, and will only become more enraged when they realise why they can’t get their patches. Every so often a case gets escalated to KB who then shouts at DD who will grant an exception. Otherwise the FIS security team is digging its heels in, regardless of the cost to the business.

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.