#customerexperience

Is someone/anyone getting laid off for the sh-t show that was ISO 20022 wire debacle? Touting that they worked on it for 3 years and the roll out in July was horrible, and still having impacts to our customers because the vendor we're using can't handle the volume. Calling the wire room is useless as you can call 3 times and get 3 different answers as to what is going on

https://www.ftc.gov/news-events/news/press-releases/2025/09/ftc-sues-live-nation-ticketmaster-engaging-illegal-ticket-resale-tactics-deceiving-artists-consumers

I’m at OMNISSA one and the feedback has been terrible. First hand feedback customers have said it’s not worth the trip. Nothing new, and the AI strategy is trash. A couple customers that have met Kevin norlin asked how he had a job. It’s embarrassing to be here representing this company.

Oh boy. I'm sorry but this company's internal AI tools are cr-p and far behind other companies. I cringe that some tools for clients have been rolled out.

I am so sick of the AI push here to use su-ky internal tools. Pushing us to use AI is coming up in every team meeting/townhall. Nothing against AI at all. What I have a problem with is cr-ppy AI.

C!t!'s tools su-k and are very basic. My child builds better apps that the internal one. I hope clients complain and the media has fun! Lol
https://finance.yahoo.com/news/citigroup-inc-c-unveils-ai-044603226.html

The outage and now this…

https://wccftech.com/a-verizon-authorized-reseller-employee-scams-a-customer-with-an-unauthorized-order-fueling-outrage-and-raising-questions-about-carrier-accountability/

How much longer is the board going to allow management to destroy the company? MOA was known for exemplary customer service, now, the amazing customer service leaders are gone, and the new horrible ones remain - and of course - Moriarty who has single handedly caused the most damage in operations/customer service - think new system and removing service from the Field Offices. It's not shocking to see that complaints about service continue to plague them...From BBB

Date: 05/19/2025
1 star
Our woes with Mutual of America I, and my sisters, *** and **, lost our mom on November 5th, 2024. In February, Mutual of America contacted me about a policy, with a small payout (just under $5K). Neither of my sisters received any information about this policy.However, I was paid a much larger amount. Mom had 2 policies, which were paid to me, 1/3 of each policy; my sisters still had no documention about either policy. They had to call to get forms sent to them.Several weeks later, my sisters had still not been paid anything. *** started calling (14 times now, so far), usually being told she just needed to wait a couple more days (this is their normal response).One day both *** and ** called seperately, *** was told it would be 6 to 8 weeks, while ** was told 10 - 15 days. Same day, different results. *** was told there was no supervisor she could appeal to.April 28th, MoA contacted me and told me a mistake had been made in my payments. had set a 40% 40% 20% split on her larger policy (but not the smaller policy which was equally split) and I was the 20%, but had already been paid 1/3 of that policy. So, they asked for the overpayment returned to them. I mailed them a check, cashed May 9th 2025. ** was told it would only take a couple days after my repayment came through for them to pay out the policies. As of May 19th, neither sister has received any of their money.We're extrememly frustrated with the runaround this company has given us. ** seems to be programmed to say "A few more days", until the next call, and programmed response that it will always be just a few more days.Update 5/19/25 Another call, another 5 day wait to "investigate". They are currently saying the repayment check was not showing as cashed (it cleared 10 days ago). They said they needed time to investigate. Again, nothing is happening.
Date: 04/17/2025
1 star
I wish I can give them zero stars!!!! This company in the worst company in the history of business!!!! They are liars and crooks!!!!! I been trying withdrawal my money for a year!!!! I did everything and when I finally got the approval they came with other excuses!!!! I gave them my bank to send it straight deposit they said my bank could not do it smh then they said they was sending a check and said it was the wrong address and that it was sent back to them and they said someone cash it!!!! Then they saying they had the wrong address but I was getting information from my address they said they didn't have in my mail!!! Now they saying I have to sign a document talking about the check was cash so I can get my money!!! These people are liars and crooks!!!! If your company put your money here I suggest you get it out asap! And we track the check it was cash from someone that work there offices! The manger was very rude and disrespectful it's disgusting!!! The people that work there don't have a clue and will put you on hold forever!!! This company operates like it's 1987 smh
Date: 02/25/2025
1 star
Employers and account holders of 401 accounts be CAUTIONED with using this company. Mutual of America has purposely made it incredibly difficult and confusing for anyone to do a proper rollover. I've spoken to multiple customer service representatives to deliver a withdrawal/rollover account. Each time I am given contradictory information, and I've been careful to ask, is this the right form, their answer, "correct - everything should be good to go", and after receiving a document this has been processed, it turns out NOTHING has been processed. I am now being told there is no clarity from processing and they're all awaiting a response - we are hitting two months now and I am not receiving any assistance. The amount of time and energy to just get a rollover is incredibly inappropriate and the company should be held accountable. I can't imagine how many others are experiencing similar issues. This has been a disaster and they are creating more friction, and barriers than needed to roll over your account. I have never dealt with such confusion and bad actors for a company as big as this!
Date: 01/14/2025
1 star
Terrible organization to do business with. Communication, service, ethics, morals all lacking...
Date: 11/24/2024
1 star
Unbelievably bad communication. I am trying to get my 403b rolled over after years of not working at a former employer and its been a total disaster. Their employees gave me contradictory information with every call, messed up forms, initiated a forced withdrawal against my wishes despite having enough money in the account, and to add insult to injury after weeks of discussing with 3-4 different employees how to process this request online, get a form letter saying that this is impossible and I have to mail them something. RUN away from doing business with these buffoons.

Date: 10/16/2024
1 star
Money has been missing from my account since Oct 2 and they did not enlighten me to where this money can be.
Date: 08/28/2024
1 star
Do not sign up with these people through your employer or anyone. They Are scammers. They will take your money from your paycheck and it will be extremely hard to get it back once you are no longer employed. ** is terrible and they will keep lying to you every time you call. This is the worse investment company out of all of them stay away from these people!!!
Date: 08/15/2024
1 star
Absolute worst customer service. Although, I have email receipts of when documents were submitted they claim to have no knowledge of ever receiving them.This is after speaking with one their representatives a week prior who at that time noted that my application was received and in process. Only to call back and have them tell me they have no knowledge of receiving anything from me. Furthermore, they refuse to take the time to patiently and with tact resolve the matter. They are uncaring, short, and well beneath the basic standards of conducting business.

Horrible Job MOA team - you should all be ashamed of yourselves for not providing any good customer service, someone needs to pull the plug at MOA...looks like there is no hope left. If you are still there, run - fast - run, and leave the trauma of the job behind.

The marketing person that came from Peloton. The new logo has been nothing short of spectacular and customer growth is at a record pace. Keep up the good work and don't ever leave.

In my professional opinion, AI is the best cust. Svc tool since sliced bread. The point of access to it wasn't well thought out. It's on a tool that can bring a rep a zero call for touching it during a call when it's needed. Maybe that's the intention to bait good workers into a zero call. Then QA can tag it as Egregious and that good worker gets written up by HR. There's even a man that took the attrition highway and quit due to getting an Egregious score for looking at their timesheet waiting for customer information to load. They quit because they thought the alternative of being written up by HR for looking at a work document while waiting for a slow loading system is totally absurd. Seems like the company wants attrition, and wants people to be fired when written up by HR. That saves the company from having to pay severance. As the man said who quit, the writing is on the wall. Keep your pizza and just treat people right until you displace them. There's your employee survey. Anonymous.

Members love the curbside but the members in the club complain when that horable sound blasts from the handhelds, it's like an alarm going off because your late for school, but more complaints less bonus.

So everyone from management to associate union to nonunion has this question concern.We all see the company pulling back from everything losing customers in every line of buisnesses!!We see them sometimes actively attempting to send our customers to the competition.What is the strategy or is this just no leadership and mismanagement.It does not matter if it’s on wireless side ,the landline business side or residential side.One thing is clear does Verizon want to be in any business or are the few at the top just trying to milk what they can while sending Verizon down the tubes??Serious question because anyone who needs to work a few more years in Verizon or has invested money in Verizon really is concerned

I was wondering if anyone could share a summary of what is happening internally there. I've read through some of the posts and they've helped explain some things, for example we had reached out to the Costa Rica office in the past were making progress, but then everything stopped, with no explanation. And I read in a post here that the office was sold last year?

I'm reading about numerous offices closing, and everyone being asked to work at designated offices by a certain deadline (March 31, 2024)? Is that true? Which obviously is leading to a good number of employees leaving. Does anyone have an overview of which DNA teams are gone/still left? We try to be as understanding as possible but the lack of response for months is very troubling on our end. If anyone is willing to provide a high level summary, I would be grateful.