#customerservice

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!!!

Verizon is discontinuing its customer support forum, a platform that has been active for 18 years. This decision follows recent significant layoffs within the company. The carrier is increasingly integrating artificial intelligence into its operations to streamline services. Customers can still access support through the My Verizon App and the company's website. The forum will officially cease operations on August 18th.

New York, New York

https://www.thestreet.com/retail/verizon-community-forum-shuts-down-after-layoffs

Ten percent of customer service operations division gone.

Have anyone heard anything about life? Service to be exact? We have been told an AI system is being pushed to agents offices. Unsure if anyone has heard what’s going on over there.

Level one support was outsourced several years ago. Now level two support is outsourced to India. They laid off 30 technical people who knew what they were doing. It is a total nightmare if you have a problem. No one can understand a word they are saying. My system has been down 3 days and I don't know what to do. All management says is keep calling until you get someone you can understand.

The reported win comes ahead of Cognizant’s second-quarter earnings, scheduled to be announced on July 29th.

Cognizant technology is expected to automate medical billing, claims processing and customer service operations.

I am so tired of this AI cr-p. Customers hate the customer service reps that are outside of the US and they make that clear every day! But now AI is covering up their voices. Their pitch changes every few moments and their voice goes fast then slow and changes from male to female and back. Outsourced reps spend minutes circling between saying “oh, by the way…., with this one”, and multiple phrases that make no sense over and over again. All our customers want is to have a comfortable conversation with someone they CAN relate to, someone that IS familiar and close to home. The company needs to respect customers and their needs by only offering native home speakers in the customer’s home language. If you are a global company then you have the ability to do that. There are plenty of US employees that don’t need to be RIFed and would love to have the position. Just like we send a lot of Spanish calls to MX, those customers should speak with someone that has no “gr---o” accent so it’s more comfortable for them. AI can detect the accent and place them with the correct dialect.

Rogers is reportedly laying off front-line customer service representatives, adding to recent job cuts in its media division. The company has not confirmed the number of affected employees, but reports suggest hundreds may be terminated. Rogers stated it is investing in digital tools to improve customer service speed. Some laid-off workers claim their jobs are being moved to Morocco. This follows similar cuts by other major Canadian telecommunications companies.

Toronto, Ontario

https://www.cbc.ca/news/gopublic/rogers-customer-service-layoffs-9.7272931

Is it true that they just let go all of customer care on the 4th floor of Lehi?

On the dreaded 7/16, will Customer Service / tech on the front line and or Case Mgmt be impacted?? Please share any details if known..

Why is it when I call Cencora I’m speaking to someone in India? I can barely understand what they are saying. What happened to this company?

More and more tenured reps are leaving or being muscled out and what's left behind are new blood reps who don't even know how to hold a conversation on the phone and transfer every call to tier 2 lines. No interest in learning or helping the client. Just working as Transfer Specialists now.

Today I got an email of a mandatory meeting, there is a new partnership for customer service, and if you check the news it's Hexaware, which is a company that is known for replacing staff for AI. I'm not surprised due to hiring issues but makes sense why no one has been replaced yet.

I noticed some changes in the Customer Service area. I think that the main guy that came from Cigna, a VP in Customer Service, is no longer with HCSC. Is this a one off thing? Or is the trend now to replace leadership coming from Cigna with HCSC leadership?