Steve

Ria cancelled a time sensitive transfer after telling me everything was ok to go through. I had to track them down to find out what was going on. They told me it would be on a short hold due to a fraud alert for the whole country of Indonesia. Waited the several days they said it would take. Nothing heard from them. More calls to find out what was going on. No notification to me that they had unilaterally cancelled my transfer even after I chased them down previously and was told it was only a delay.
5 transfers back and forwards over 50 minutes because compliance and customer service do not share basic information like store locations. Conflicting information between retail reps, customer service and compliance departments. I asked for the cancellation to be reversed but kept getting a broken record response that there was no way to do that. They would not transfer me to anyone else with technical information. Very frustrating, uncoordinated company to deal with.
Now I must go back to a store pick up the refund. No apologies, no attempt to make things easier, no compensation for lost time. DO NOT TRUST THIS COMPANY WITH IMPORTANT TRANSACTIONS-or any transactions, they will just waste your time.

Horrible customer service and cumbersome, inaccurate and untimely processes. Writing this on the phone after getting disconnected after a long hold time, cumbersome and duplicative sign in process. No call back. Company continually blames the bank when they have not been updating the information the bank is sending them. No way to do a 3-way call with the bank. TU adversely impacts my credit score but they want to use a dispute process that takes a month to correct and the report never addresses the real issues or reasons for my call. Company is tone deaf to feedback.

Cost me thousands of dollars when they lost materials I sent them and would not honor the original loan terms when loan terms changed. Cumbersome systems that they have no interest in improving. "That's just the way it is" No way to call back the person you were talking with originally. Phone trees that are irrelevant and confusing. Customer "service" agents trained in script reading rather than problem solving.

5/5/ flight segments delayed in my flights with Westjet. No information provided on the reason for flight delays. No coordination with partner airlines when flights were delayed

Checkin problems each time. Tried to go to the airport a day early to check-in but no staff at counters. Tried to check in online but get error messages each time. Help desk cannot fix the issues.
No manager available. No customer service escalation available. Up to 13 hours now wasted time dealing with issues. Lots of extra early mornings to check-in since I cannot resolve issues over the phone or on-line.

Decided to use this site because I had $92 in credits from previous use. Booked online and the information told me I could add credits later. No option appeared. Called the company within 10 minutes. Told me no credits could be added, booking could not be changed and said I need to add the app to access my credits. My phone is not compatible with the app. Said they had no system to manually add the credits or cancel the booking. Refused to escalate the issue. No third party calling option. No screen sharing option. No flexibility in systems or policies. Basically "broken record" training waiting for customers to go away.

Multiple MS Teams issues impacting calls with clients.

Cannot get any kind of support (no phone, no chat, no appropriate links). Cannot even get onto my account. So far I have spent 65 minutes trying to navigate the so called help site to try to find a solution.

"Sorry page not found" "We are having an issue..." "Cannot use that phone number" "Cannot use that email"

1. Impossible phone tree. Multiples calls just said thanks for calling X bo and hung up on me with. "Thanks for calling MS "have a good day.

Provide some live support.

Will be steering my clients towards Zoom when possible for meetings. Will be seriously looking at alternative for other MS products.

Over 12 hours across 5 days on hold and transfers etc with no results...still counting

Update at 15+ hours and still trying to resolve the teams issue.

MS will not do 3 way internal calls so now I am back in another queue again with the original team I talked with.

Mis-transfered again after on hold for 35 minutes.

Trying to resolve issues between my phone carrier and Apple so I am bouncing backwards and forwards between Apple and TMobile. Both keep pointing the blame at each other but will not enter a three -way conversation. Both parties say had done everything they could.

Multiple chats, phone calls etc over several years. Missed important business messages relating to contracts work while I was traveling. Significant waste of my time solving issues because they will not work together.

Chat conversations with Apple...got different information on potential fixes from chat vs a live conversation.
Chat told me it was not possible to have a three-way conversation with TMobile due to "policy" I asked for a copy of the policy to understand the reason and was given a very general document that had no relevance to my question.

If you want people to use chat give them the right tools to support customers and don't based chat reps metrics on number of cases "handled." Base the metrics on solutions found.

If you are going to partner on tech please partner in a way that does not create issues for your customers or we will find a company that views things through a customer lens. I am looking to replace a lot of my tech (phone's computer's watch etc) and I do care who the people are that I work with.

Very disappointing experience. Website not accepting my corporate code. Website directed me to another hotel than the one I wanted to book.

One agent was barely understandable and then disconnected me. Another agent had multiple reservation conversations going on in the background making understanding very difficult.

Long holds to get through to agents.

2/3 agents could not locate my company or company code in the system.

Not a good impression at all.

I tried to investigate an unknown charge. It took me more than 50 minutes to navigate to support. 90 minutes to work the issue. I was then told the issue needed to be addressed by the business side rather than consumer. No direct transfer possible. Agent told me I would not have to go through additional steps. There are 6 then create a ticket.
MS is way too siloed and doesn't offer support staff the tools to support a siloed organization. It is a maze to navigate their systems and then multiple offline tools. Almost any other company would be able to tell me what a charge was for and whether it was fraudulent in minutes, not in 3 hours 10 minutes. MS can transfer data from our calls overseas for data mining purposes but they cannot share information or calls between consumer and business billing departments?
I completed a similar search, myself, for an Apple receipt in less than 2 minutes.

Took my credits away with no notice before they expired. I had tried to use the credits several times with no success and was unaware there was an expiration. It would seem a simple thing to add a reminder notice unless part of the profit model is assuming that people will forget.

Chat support is very slow (dead space of 12-14 minutes at a time) and disconnected me three times. Searches do not pull up as much information as other sites.

Choice of hotels was very poor for the location. Was promised a connection back with a supervisor but that never happened.

Received a request from them for more information so I took the time to contact chat again and was on hold again for 13 minutes. When the agent did get on they had not read the notes I had entered. It's 30 minutes today and I have still not gotten any information. I seem to be disconnected from chat yet again.

Website was not working so I called on the phone. Agent made a change in my rewards without confirming and then disconnected without confirming where we were in the transaction. No call back so now I have to waste more time fixing the issue. Why can't US Bank do warm transfers or call back? Asked about these also out of curiosity and all I get is a broken record response that it is policy. Management please explain the why behind policies. It might help with both employee engagement and customer engagement. Does US Bank incentivize agents to minimize call length over solving customer issues? It leads to poor listening.

Information given on initial inquiry was different than that buried in statements. Card points expire every quarter. No easy way to compare how to best use the card points e.g. cash, vs flight vs car rental.

Information is very siloed. Took me 44 minutes to get the answer to 2 questions with 4 transfers and having to verify each time and wait in queue each time. Why can't you do a warm transfer? Why can't you have documentable information searchable by the first customer contact rather than transferring? Why don't you offer a simple feedback system for people that want to comment the systems the bank sets up rather than the individual customer service agents that are hamstrung by these systems.

Convoluted phone tress that loop you back to where you started, on the way to trying to get support. No information on hold times. Annoying background music and repetitive messages. 25 minutes on hold now and no end in sight. Trying to resolve an automated payment that has become non-automated.

1. Mis-transferred 4 times then to a hold time of 20 minutes plus. This despite very explicit carefully, slowly stated requests and mentioning that I had previously been mis-transferred. I think it is discourteous to just transfer in these situations without verifying that the right person was connected-and instead getting placed on hold. Asked twice to be transferred to a manager who may have more information but put back in a wrong queue. Finally reached a live person for them to say this is not our fault and to submit a dispute to the bank-written only and can take another 30 days.
2. Has not updated information they are sending to TransUnion since March according to transUnion even after a dispute on the accuracy of my credit card balances. Big adverse impact on my credit score and had other cards lower the credit limits making the situation worse.
3. Given wrong information about transfer that was made. Tried to correct it on the spot. Told I had to wait but that it was being corrected. Gave all the information to agent that was requested. Now received a request in the mail for the same information.
These are just a few recent examples of poor customer service that are time consuming and frustrating. I will be using my wait time to explore other backing alternatives for my credit cards, personal accounts and business accounts, especially if I do not hear back from anyone.

Incorrect credit card balance information listed. Filed a dispute. Issues not corrected and now I find more errors. I was mailed a very generic report that did not address the questions I asked.
Voice recognition system gets you stuck in a loop or does not recognize answers but provides a statement that has no meaning. Long wait times each time I have called on multiple occasions over different months-
"longer than average...blah blah blah" Mis-transfered and disconnected. Have to go back to the start of a 38 minute line again for customer support. Yet another time consuming and frustrating experience. Never hear anything back from them even if you submit feedback

On hold on the phone for over 30 minutes. Cannot get through their fields of information online that do not apply to my situation. Passwords and User Information not saved even though I submitted it to be saved.

Apple does not equip their people with the tools to do the job. Told me they could not trouble shoot an issue without me coming into a store. Drove an hour to do that then was told they do not have that equipment at the store. Turns out it should have been easily solvable over the phone if the agent would just have done a screen share. Told it was not 'policy' to do a call with third party providers even when the issues are interoperability. Seems like each time I call customer service it is someone else's fault. I work from an Apple, with the higher price I would expect there to be less problems not more than PCs. Work with your third parties not against them and the customer. Had to go through reinstall off software and Op System even though I not of those made any sense and proved not to be the case. Need some problem solving thinking training and true diagnostic skills rather than just following the book and inconveniencing customers. Too many handoffs and a crazy phone tree that does not get you to the right person anyway. Apple is too much trouble and way more expensive than PCs. Why do I also have to keep buying new expensive peripherals to make things work. Next computer will be a PC. Never used to have the same issues with a PC.

Phone trees are complicated and not relevant to my issues. Too many handoffs. Verification system did not work. Zelle system connected to wrong account. Zelle system was down for 24 hours. At least give your people information to pass along to customers about the cause.

Enrolled through Get Your Guide for a trip in Portugal. There was a special conservation tax which they mentioned but provided almost no information on. Had to register an account or not be allowed join the island but the only option to pay was via a bank transfer. Get your Guide support was confusing. Site information was unclear; too many steps. Could not answer all my questions. I've probably lost the trip opportunity and my money because I could not get through all the steps. Just include the fees in the price would be much simpler.

2.75 hours of troubleshooting in the first week ion 2 calls. You don't provide tools like screen sharing to your people to make things quicker, simpler and less confusing.
Agent kept telling me things would be quick and simple but we kept adding steps. Trouble shooting seemed unrelated to the conditions or root cause so we just apparently reset everything causing loss of information, changing passwords etc. Had to repeat information 3/4 times. Instructions on chat were unclear and confusing. Told issues in call 1 were fixed but call 2 went back to the same issue. Very frustrating.