Steve

Called to clarify multiple pieces of information that it was reporting inaccurately to Chase Credit Journey. Three mis-transfers. Have to reverify each time. Have to reexplain each time. Internal departments do not seem to understand each others scope of work or roles. No ability to do a 3 way call or screen share according to the agent. Wasted nearly an hour with no result. Support your people with the training and systems to support their customers.

I sent a piece of mail to a New York address but I now received a notice that it is being returned. I don't know why since I reconfirmed that the address was correct with the recipient. This is in connection with a legal matter and now that it is late it risks me losing $1350.
I tried calling the customer service number but the automated system is impossible to use unless you have a package number. They do not explain what the package number is and anyway, on the notification I was sent about the supposedly undeliverable mail all the numbers are unreadable. So I cannot get through the system. Not all issues fall under your choices please fix.
I tried emailing in response to the notice I received but that email bounced back.
I tried calling a local PO but that disconnected after waiting 3 minutes 42 seconds.
It is frustrating not to have any way to solve a problem, especially coming top of another PO induced problem.

I made a reservation about 1 week in advance. 1.5-hour delay in picking up a car as "there are no cars available at the moment". Agents did not share the length of the delay; I went back and asked again. This forced cancellation of my plans on day 1 so I got no value from the car. Others in line with reservations had even longer waits of 2 hours or more. Reviews of Thrifty show overbooking has been an issue dating back over 3 years or more. As Seinfeld said you know how to take the reservations but not hold the reservations.

If you are going to continue overbooking as a business practice and way to maximize your profit you should compensate people when you mess up. Agents gave the impression that waits this long were either the norm or no big deal. Why do you not empower your agents to make small $ compensations? What does that say about what you think of your people? Vouchers for future use only add work for everyone.

When I finally got a car, the system did not recognize three of my credit cards even though they were active and recently used.

Hold times for customer service on the phone exceeding 20 minutes. Convoluted phone tree. Thrifty agents mis-transferred me multiple times. Tried to discuss/resolve issues over the phone but Thrifty systems do not empower phone agents to see necessary information if it is not in their silo. If you are going to overbook to make extra $ at least streamline your processes for customer service when people run into issues due to your business practices.

I asked several agents to make notes in my file several times because I had questions and concerns about the rental conditions-they said they would. On checking later there were no notes.

A very, very, frustrating, and unprofessional experience. In future, I will avoid Thrifty whenever I can.

Customer service is complicated and difficult to navigate. Hard to find how to even contact customer service. Doesn't seem like there is any live customer service? Chat supposed 24 hour response. Took 5 days to find out that their email is no longer active.

24, 23, and 27 minute hold times. Live support is very spotty-some staff are trying to do the right things but management has not provided them with the tools to do their job when they need to coordinate with other groups. Chat has given me conflicting information; system disconnected multiple times during calls. Chat/bot system is clunking and time consuming.

After months of incredibly poor customer and technical service support I cancelled my account. I took me one hour to get to the right person after one mis-transfer, two dropped calls and they still will not get the final payment to me for another 6 weeks according to them.

This company has too many departments and does not care about their customer service processes even if their employees do. It is not ‘an unusually high call volume’ when you hear that every time you call in.

Cheaper in the long run to look after your customers than chase new ones...

They assigned a plumber that never showed and never called despite me leaving two VM messages. I tried calling First American back but got "technical "difficulties" messages on two calls "please call back later" Called back later...45 minute hold time. Lost 1/2 day waiting for service and trying to contact people.

I tried calling First American again today. 32 minute wait time. They have not called me. They have not updated my contact information despite three recent calls to them.

3rd call to First American. On hold over 30 minutes again and have not heard anything back from anyone in the meantime. Work Order is 614 779 708

Ongoing technical and customer service issues since Dec 2019 leading to business disruption, dozens of work hours lost and increased travel costs. Convoluted escalation processes, lack of effective cross-training, broken promises across multiple departments and time. Some agents tried to help but are hindered by policies, processes and a siloed organization that does not know how to work together. Several detailed letters I sent were "lost in the system".

I was a WF customer for 17 years with multiple personal and business checking accounts. I am closing all my accounts now to shift to a bank with a more ethical track record. WF has also become more process focused and less customer-friendly over the years. I have had good service at my local branch but they are increasingly hamstrung. My issues are with corporate leadership, systems and processes. I have sent feedback directly to WF on different issues hoping to get a response and not heard back. It takes a lot of effort to undo a business relationship of this length but I cannot give my business to them anymore.

I have companies that I have been doing business with for over 25 years because of their service. ATT will be permanently on my DO NOT CALL LIST.

My issues with ATT include but are not limited to:
1. Loss of phone, voice mail, and text message over several months access while traveling overseas. Could not send out pictures so loss effective use of camera once my storage filled up. Impacts included: failure to receive messages offering me an ongoing work contract; having to change travel plans to address the issues; time lost from vacation, increased costs as a result.
2. Over 30 calls and dozens of hours lost in troubleshooting and trying to navigate across ATT siloed systems.
3. Pushing blame elsewhere-Claiming issues related to local cell coverage when issues were consistent across countries in built up locations-issues proved not to be related to local cell providers.
4. Agents who did not know capabilities of other departments for trouble-shooting or customer service
5. Told multiple times issues were resolved when they were not. ATT closed the cases with the issues still unresolved; including times when they did not tell me the cases were closed.
6. Incorrect diagnosis, and troubleshooting multiple times on multiple issues.
7. Different information from different agents on the same issues.
8. Told -there is no number for that when I knew there was.
9. In trying to resolve customer service issues, I was told on at least 4 occasions that a manager would call me back within 24 hours. No call back.
10. ATT senior management cancelled 2 meetings I had scheduled with them.
11. Failure to respond to multiple written letters requesting help that were sent to multiple locations after having verified the correct address several times with different agents.
12. Failure to document troubleshooting steps, or customer service steps even after my requesting they do so. With the result that I had to reexplain and retrouble-shoot the same steps numerous times.
13. More disconnected calls on transfer than I can recall.
14. Failure to delegate authority to employees to help resolve issues rather than forcing customers to push to escalate and then have to chase down responses.
15. Total loss of service to phone and VM on other occasions when I had interviews.

One of their agents told me that ATT should replace my phone given the issues I have had. Nothing resulted from that. ATT did offer to give me $300 off a new IPhone if I purchased one. Clueless! This is no better than deals they are using to entice new customers and an insult in compensation terms for the time, aggravation and inconvenience. There is no way I would direct another time of business to ATT on any product, business or personal, even if I have to pay more to do business elsewhere.

Tried to use their website to make a purchase and use a gift card. Website would not let me use the card. Tried to call customer service. Automated service asks for an account number which I do not have-just the gift card which was not being accepted on the website. Automated service redirected back to website where the problem originates. Got through on third call. Was disconnected. Second time the person who answered could not hear me and I was transferred to a customer service survey then disconnected. Totall hol and talk time in excess of 45 minutes and no results.