#customerservice

What does the future look like for the thousands and thousands of agency staff who have made Allstate their career? With the numerous changes coming to the EA in 2027, is an agent expected to just lock the doors should a customer walk up or refuse mail that may look like a payment? Has anyone thought this through? How will this be communicated to customers?

Poorly run organization?

Unfortunately, all of these RIFs that are removing the actual people who do work and care, are going to negatively impact customers. Humana's biggest issues were they denied many claims and provided terrible customer service / digital experiences. This will only continue and get worse! The Digital products are horrible - they are not user friendly, perform slow, look as if people new to "digital products" are working on them! And, customer service is impacted - if they can't find what they need on digital products, it goes to the 800 number. Customers are dealing with their health - so, they need caring people to work at Humana, well and knowledgeable. In the Digital area, it seems they don't care and definitely have no experience or knowledge! I feel so for the customers - they will have a terrible 2026!!

The new wireless 2.0 Wireless plans are suppose to the best since sliced butter! OMG, what a joke, confusion and more trying to use them in OPUS for sales! Then consumer looses money if they have trade and don’t go to higher plans! Boy oh boy, over seas call centers gonna be over loaded‼️

Is anyone else receiving marketing emails (who is not a customer) and unable to locate an unsubscribe link on the email? I have been searching and cannot locate it anywhere. I closed my accounts quite some time ago and still getting spammed. The fact that I don’t have an option to unsubscribe is bugging me. Does anyone know how to stop the spam?

In 2024 Canon USA and Canada reduced workforce by roughly 14%. Melville and Boca saw a reduction of almost 150 employees. A North American wide restructuring.

In January 2025 CUSA and CSA merged.

March 2026 Canon USA announces new Americas Wide Production Print

Present Day, two years later. Most jobs eliminated have been restaffed, hiring is on the increase again. Almost a ditto of the COVID layoffs and then restaffing leading up to the 2024 RIF.

Revenue from sales is still below pre covid 2019 levels, staffing has increased, customer service and product reliability are still subpar.

Disparity between OCe management and Japan management still exists, BOCA management and Melville management at all time division.

Americas production print still not offering all the industrial equipment that the rest of world already does, a repeat of 2020 management.

Has nothing changed over the past 6 years. Will 2026 be Groundhog Day all over again?

Is it not obvious how siloed the company continues to become. No, I don't work for Canon, nor do I have any ax to grind, just stating the outward facing facts and observation. Where are the gains from all the restructuring from 2020 to 2024 to 2026?

I write this as a user of QuickBooks, not as an employee. I'm an accountant. QuickBooks has been my lifeblood. Over the past 5 years, this software has been absolutely destroyed. What was simple has become complicated. What was efficient has become slow, clunky, and unresponsive. The A.I. features are an absolute joke, introducing so many errors that have to be manually fixed. The interface screen used to so intuitive, but is now a confusing mess. Function buttons that were on the front screen are now buried under 3 levels of menus. And glitches... now so many glitches. Transactions are lost. Saved items miraculously disappear. Many of my clients have experienced payroll tax issues.

You can tell the coding was outsourced to engineers in India. Total cr-p design.

Customer service is an absolute joke. Foreign people who can barely speak english reading canned responses from their "Intuit Customer Service Book".

This company is going down. They destroyed a great product. Outsource your engineering to a 3rd world country and you'll get 3rd world results.

Verizon is trying to improve every place possible but how about customer experience ?
That team is really bad and they do not want feedback from anyone. They think they really know it all. There are so many of them

As an employee, I can’t even navigate cleanly and find anything I am looking for. Trying searching for simple things on web or app.. totally irrelevant search results..
it is generating negative NPS when people can’t complete simple task online in this day and era..

Capital One is frequently described in employee reviews as having a high-pressure, "toxic" environment characterized by intense micromanagement, strict metrics, and a "hire-to-fire" culture, particularly in customer service and tech roles.

I work in the Service Division, assisting the branches. I want to let you know what is going on. We are all being cross trained on almost all service areas. We were told that it would be a topic or two. They keep adding more and more subject matter in a short amount of time. The training is very minimal, there are a lot of gaps in the training in which we are expected to figure out on the fly when we get a branch call.

I hear the branch team’s frustration when they call in. They are getting transferred around because associates do not know how the answer the question nor the best area to transfer the call. Most of us are doing the best we can with the minimal training. Many of us are SMEs in one area but now are trying our best to answer calls in a totally different area.

This isn’t fair to the branch teams at all. I thank those at the branch that have been patient with me, it really helps to get through a stressful day. I’m sorry the branches are going through this.

this happened to me with Wells Fargo and I decided I had to break up with them after half my life banking with them. my conversation with customer service was hilarious though:
WF: can I ask why you're leaving us today? me: your interest rates are making me broke WF: I can totally understand that. let's continue with your cancellation

Pattern recognition exists.
Why have a random CSAW right before every 'reorg'?

A ca--abis company is eliminating jobs. Dozens of customer service positions are affected. These layoffs are occurring at a Clearwater call center. The company is described as a ca--abis giant. This constitutes a mass layoff event.

Clearwater, Florida

https://www.bizjournals.com/tampabay/news/2026/03/04/trulieve-clearwater-call-center-layoffs.html

Ok, what is going on? It still pulls in suspended DL licenses on random people that have verified active licenses, changes coverages randomly at binding, price randomly changes when quote is opened the next day and other glitches.

Support continues to just say "working as intended" "nothing we can do".

Who in the world creates software that cant be be overridden by an admin? For instance if a DL is obviously not suspended because it's active on the DMV website.

Here I am again... Stuck waiting on chat for 30 minutes. I'll probably be told again that "theres nothing they can do..."

With the implosion of the FIS contract handling the TA known as Project Condor, the take back of CS will be completed soon, date uncertain, due to the remaining Retirement and Shareholder skills being serviced at FIS until after the tax filing deadline. They are waiting to be notified by FT that they have the staffing trained up to take all calls. So far, they don't. The panic is spreading, hiring has been haphazard. Workday's AI tool has not been successful in capturing the applications of all tenured staff wanting to come back. Many have received rejections. Managers do not have the capability to retrieve their applications leaving many in limbo. The entire five year drama has cost FT highly experienced/knowledgeable staff to other companies. A TA that was operating efficiently was outsourced to save money. The whole thing is FUBAR.

I fell down a rabbit hole the other day. I was reading customer reviews of Computershare. Gave me nightmares and PTSD flashbacks of working in Global Payments at BNY.

How can companies with such poor customer interaction and lack of knowledge still exist?

Just wondering what the goal is of McKinsey and co to destroy employee good will as much as they can.

Every person who takes pride in their work learns to not only stop giving a sh-t, but extract as much as they can from the company out of pure spite. Every department has people deliberately making mistakes and slowing procedures down out of PURE SPITE because they hate this company.

When you first start, you wonder at the incompetence of literally every team around you, but then you are adopted into the culture. The culture is: Smile while doing everything possible to make the company worse and the people around you’s jobs harder. This a joint effort, and eventually you fall in line.

Senior leadership is involved in this joint effort, they pass down initiatives that they know will fail with a smile and a song, and everyone nods enthusiastically, with the same smile, and the grunt employees smile a painful grimace as they purposefully make the process even worse than it would have been initially out of pure spite. But they are still smiling, that’s the important part. Their middle managers get their bonus, the senior leaders get their bonus, everyone smiles and money flows, wasted on infinite vanity projects and processes that don’t work.

Had you asked employees who do these processed day in day out if they might work, they could have told you from the beginning. But these employees likely did express concern at one point, years ago, and learned that that is NOT the Schwab way. The Schwab way is to keep your mouth shut and smile. Everybody knows they don’t work, but that is not important. What is important is that you smile some that whichever C-Suite gets applauded for fudged numbers from their vanity project.

I don’t know how clients think our customer service is wonderful. Everyone I talk to hates their job and is confidently incorrect. It takes me, on average, 10 hours of extra work a week to fix simply mistakes made by other department. I can call five different departments and receive 5 different answers. I don’t blame them, Schwab provides no training (too expensive) and no motivation. Hurting the customer and internal business partners seems to be the only way to lash out at the company that clearly hates you.

Citi former employee here. There is an error on my W2, which prevents me from claiming local tax return. Anyone can give me a Citi phone number I can call to correct this? very much appreciated!

and the topic of work came up. I admitted I worked for Wells Fargo. The first thing - and I mean THE FIRST THING one of them said was "they have horrible customer service and I won't bank there".
Now I admit I was a bit taken aback by that statement. I've been in some of the branches around here and they are pretty good, having been renovated and refreshed.
But then I thought to myself about all the cross-selling and accounts scandals over the years and it struck me. WF so seriously damaged their brand with those scandals (that we employees lived through btw) that memories are long and I don't think WF can do anything to fix it. I mean, if the first memory that surfaces is bad, in just a common conversation, what does that say about our employer?
Refresh the branches all you want, it won't help change people's minds.

No company is perfect.

But as a customer of Progressive for 26 years.

This is what sets them apart.

Excellent customer service overall, and recognition of tenured customers (clients).

Their website is excellent for customers also, my home; and auto policies; are both there.

If, and when; I need to call them; and need to speak to a live person; I am immediately bumped to the front of the line.

They also take care of my policy in regards to overall cost.

Not sure how State Farm does things, but wanted to mention.

Customer service call volume is extremely low. Any other departments experiencing this?

Does anybody know if the customer support teams will survive these layoffs and if so, which regions are most likely to be safe?

I have heard multiple rumors and it‘s not looking promising. My manager in support keeps telling me everything will be okay, only if I start my shifts early and finish them late, then it will increase my chances of survival.

Is my manager taking advantage of me?

This is more for my CSG folks but holy fu-k I audit csg chats and calls from time to time and global agents/managers need way better training! From the lack of being able to follow simple articles and policies, to telling clients promises that cant be done, and managers just ignoring any escalations, Dell support is just fu--ing terrible! Literally just saw an agent trying to help client fix her canon printer on a live audit. Stupid!

My focus is now about my unachievable target! Sales isn’t about resolving Premier Page issues, customer self serve tickets not being addressed, accounts going on hold due to outstanding invoices. Dell always goes cheap, re-employ staff to free up Sales to Sell. Pretty fu---n simple!

How are we going to 'delight the customer' if our customer service is horrible?

Has anyone heard about whether Band 1/2 Evernorth/Carenav analysts (customer service) will be impacted by the layoffs?

i walk in, log into MS Teams, and talk to people who are halfway across the world. i don’t even know what they look like, and most of them are contractors

Is proclaim facets or any of the customer service agents being laid off?

So....what's up with SalesForce being down part of the day? Clients calling in and couldn't even help them because we couldn't see their accounts....

Does anyone know if MD live will be hit we are medium size to small customer service reps… honestly don’t know what will happen.

Give me a break. dont keep trying to sell me on this pile of cr-p. I takes forever to get through to talk to a person, and then they start quizzing me on my mobile phone service? NO...dont even! I tell em I use a soft phone on my TRS80, that confuses them.

Someone tell engineering to put back the old color scheme, the new one is horrible

Well I spent 30 minutes chatting with a rep to get my $20 credit for the outage. Rep was very nice.
Can someone ask Skiadis why this is not automated. Can someone share some AI with him.

We js saw a bunch of people let go, lives done. Now people are escalating for different shifts and crying about the work leftover. Like I get we dont gotta be grateful for keeping jobs and the changes su-k but why fck around? Is that why call centers get slashed and not retail?

They removed the collection department entirely from SA and moved everyone to customer service, they just announced it now.

If Dan's plan is for AI to take over, I hope it is nothing compared to the current use of AI. Every time I call or chat I have to go through AI. By the time I get to a human, I am pi---d off because the way they have AI set up is garbage, useless and a waste of time. Why do we purposely put barriers in place to get something resolved? No wonder customers are upset.

Verizon’s prepaid services add a 365-day wait to unlock phones

The Verge by Emma Roth, January 21, 2026

Verizon is extending the phone unlocking period for its sub-brands – including Visible, TracFone, Straight Talk and Total Wireless – to 365 days of paid service. Phones purchased before January 20 will still unlock after 60 days.

From now on, any customer that walks into a store should be told to do everything on T-Life the way it’s supposed to be. Give them ZERO help on figuring anything they need out until they get the same frustration as us and just walk out. T-Life is for the customer, let the customer take care of itself the way they are supposed to. I’ll just sit there and root the customer on while I frustrate the sh-t out of them. About 80% of the customers don’t understand the app that’s why reps take their phones and do everything for them. People got hired to sell, not to be teachers! So if a customer takes 3 hours while I sit there and watch them struggle, then at least I’ll make the hourly pay until this all comes to an end or they stop this stupid replace humans sh-t!

1. Credit
2. sth results
3. App downloads

Are you all told the same?

In store sales, low staffing levels, customer service scores/complaints , merchandising standards, deferred store maintenance, are not a priority?

What is happening? Why are in store sales not a major focus? Why are associates, key holders, leads, and some floor managers kept out of the loop? What’s really going on here?