#customerservice

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?

So when will union customer service reps for fios and techs be laid off. They make all this money but do nothing. It’s time I’m hearing half will be laid off

I work in Ford Credit / Lincoln Customer Service. You get a good picture of how poorly made these vehicles are listening to the customers. Vehicles sitting at dealers for months waiting on parts / engines, etc. while customer still making payments on the vehicles. Not enough loaner vehicles to go around in the process. Lots of buybacks if the dealer can do it depending on state limitations, etc.It is truly a mess. We do offer extensions but cannot do many at once on these vehicles. Customers going back to GM, etc. accounts getting paid off by GM and other dealers due to customers trading in due to so many recalls and problems.

I am starting my training on Feb 2nd working from home as customer service specialist! I’m so happy and blessed to have found another WFH opportunity! This will be my 4th employer that I have WFH for! I hope I can build here and take my learning to even bigger heights <3

Anyone with an employee discount receive notification of a credit due to the outage. I tried customer service but gave up after being on hold forever. I’m going to guess that BZ will somehow deny us a credit for some reason they can’t justify.

https://nypost.com/2026/01/16/business/verizon-outage-sparks-calls-for-mandatory-refunds-as-customers-blast-pathetic-20-credit/

Since I had to get a new phone for my old concession line anyways I went ahead and switched to TMobile. I see why they are eating Verizon for breakfast. Everything is better! The customer service online and in store as well as the network. I had been overwhelmed with spam calls and missed calls before now no more! They even called me to make sure I understood all the processes. Dan was right they have surpassed Verizon in all areas. Do yourself a favor go ahead and switch those lines.

It’s sad that Wayfair CEO’S care more about money then actually real customer service I work my tickets and overseas agents lie and mess up every single order telling customers lie after lie then we get to the customer an we can’t accommodate them we get yelled at and cussed at all over Reddit they talk about how chat overseas su-k

BS is at the core of everything Verizon upper management does. So much so that they’ve started giving awards for “delighting the customer” to employees who have never interacted with a customer from near or far!

I don’t know if Dan Schulman is serious about turning the company around but it won’t matter because even if he’s serious, this kind of BS is going to nullify his plans. They will tell him whatever he wants to hear but won’t deliver while laughing all the way to the bank.

But don’t feel sorry for Dan. He’ll also be laughing all the way to the bank.

If the company doesn’t change call routing they will go under, slowly and devastating to employees and customers. Morale is at an all time low across the board. Kareem needs to go. If you know you know. Kareem is the most worthless manager of all time

Anyone have any information concerning the departure of one of the directors in customer service? Worried this could be a preamble to another RIF.

Just got my email Im being let go after 4 years. Im so disgusted with what they are doing, they dont value anyone in customer service.

Executive management sold us out for cut rate 3rd world labor and our customer service has dropped to embarrassingly bad levels. Management's latest solution to this colossal problem is to track how long we are on hold. The real problem is HCL incompetence. How will this ever get better when management doesn't even know (or chooses to ignore) what the actual problem is. We are doomed.