An $80 billion infusion has helped improve customer service, but the tax agency continues to face uncertainty over future funding.
Category: Customer Relations
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Wells Fargo Customer Deposits Disappear Because of a Glitch
Reports of a processing error began to surface on Thursday and continued through Friday. Wells Fargo said on Saturday that the issue had been resolved.
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How Travelers Can Navigate Flight Cancellations and Delays
Advocating for yourself after an airline delay or cancellation can be challenging and confusing. Here’s how to best achieve the result you want — or at least get you where you want to go.
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‘Training My Replacement’: Inside a Call Center Worker’s Battle With A.I.
To many people, chatbots and other technology feel like a ticking time bomb, sure to explode their work. But to some, the threat is already here.
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Bank of America Fined $150 Million Over ‘Junk Fees’
The bank double-charged overdraft fees, withheld card perks and opened unauthorized accounts, regulators said. It will repay customers more than $80 million.
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Tips for Canceling Online Subscriptions
It’s easy to sign up but not always so easy to stop a service. The F.T.C. is proposing rules to change that.
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Help! A British Travel Agency Has Our $3,891 and We Want It Back.
A couple’s efforts to use credit to book a new European trip was stymied by questionable customer service, until our columnist stepped in.
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Pivots That Helped Businesses Through the Pandemic Have Endured
A challenging time proved to be fertile ground for experimentation that continues to pay off.
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Tripped Up: Resolving a United Dispute Over Refundable Tickets
A couple had to cancel a South America trip for which they’d bought refundable tickets. The airline wouldn’t cough up the cash, and they felt like they’d hit the brick wall of bureaucracy — until our columnist stepped in.
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Help! I Reserved a Rental Car, but There Was No Car for Me.
A reader’s reservation got her nowhere with Alamo (and Avis didn’t pull through either), raising the question of why rental companies have such a bad record of delivering the cars they promise.
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As Tax Season Starts, a Beleaguered I.R.S. Looks to Bolster Customer Service
The Biden administration is focusing on making the agency more responsive amid concerns that a funding increase will result in more audits.
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Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong
Southwest Airlines’ chief executive, Bob Jordan, said frigid temperatures and mistakes by the company caused its meltdown around Christmas.