2011 Customer Service Hall of Shame

Major players in industries we love to hate -- banking, credit cards and cable -- dominate the list of 10 companies ranked worst in MSN Money's fifth annual survey.

By Karen Aho

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VIDEO ON MSN MONEY

79Comments
Jul 10, 2012 3:20AM
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YES!!!!  BofA SUCKS.  BofA took over Countrywide and strung me along for nine months with the loan modification program before telling me I never qualified in the first place!  What they did may have been legal but it was IMMORAL AND UNETHICAL. 

 

It had to cost MORE to pay all those people to string me along (I called EVERY day at their request) then doing the modiification.   I was not underwater but had lost my job and had to take one paying 1/3 or what I was making.

So, BofA was bailed out and the investors are getting their money -- what about the homeowners?!

 

BTW, when I refinanced my loan just before the big mess happened, Countrywide wanted to give me almost $10K more on the loan saying they wouldn't check my income.  I said, "Yeah, well, I can't make that payment!" and took the lower amount.  I eventually sold my house but only after the nine-month string along where I almost depleted my savings.  If they had told me up front that I didn't qualify I could have sold the house right away and kept my savings! Oh yes, and BofA told me to quit making my payments and then they'd "deal."  I stopped making payments for two months and when I sold the house they SCREWED me at closing with fees.  Ugly.

 

I even called my US Senator's office to ask for help and was left a message by a snotty young woman saying "We can hardly help with a loan application."  Sadly, I voted for the guy!

 

Jul 10, 2012 9:59AM
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MSN Money really sucks. You have to go to multiple pages before finding the info featured. They may sell more ads this way, but I give up and will move to another source.
Jul 10, 2012 11:09AM
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Where is Verizon ? THEY should be number 1 in worst customer service and I just don't care attitude service
Jul 10, 2012 8:00AM
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DISH Network's customer service SUCKS! I am a former employee and customer, it is awful. Charlie Ergen and compnay could care less about their customers!
Jul 10, 2012 9:21AM
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Bank of America is a creature that eats their customers alive every day. They own the government so no one can stop them. Wait,what if people revolted and organized groups dedicated to picket branches and the headquarters on a daily basis. This would at least start the revolution to regain some respect from this souless monster.

 

CNN and others would cover this crusade and expose B of A as the leader of the pack in their bully tactics.

Jul 10, 2012 7:42AM
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STAY AWAY FROM SPRINT IF YOU ARE CONSIDERING A CELL PHONE COMPANY.  I WAS A CUSTOMER OF NEXTEL WHEN SPRINT BOUGHT THEM.  YEARS AND YEARS OF DROPPED CALLS WHICH GOT WORSE OVER TIME UNTIL FINALLY I COULDN'T CONNECT WITH A CUSTOMER MOVING FROM ANOTHER STATE.  I CALLED SPRINT TECHNICAL SUPPORT AND THEY TOLD ME THEY WERE TAKING DOWN TOWERS AS WE SPOKE.  WHAT?????  YES, TAKING DOWN NEXTEL SERVICE TOWERS WITHOUT INFORMING ME. 

 

THEY SAID I WOULD BE ABLE TO SWITCH TO SPRINT TOWERS BUT ONLY WITH 2 YEAR CONTRACT.  I HAD NO CONTRACT BEFORE.  STAY AWAY...STAY AWAY...STAY AWAY,...THIS IS HOW THEY TREAT SOMEONE WHO HAD BEEN WITH THEM SINCE 2001.  THEY ARE ABSOLUTELY HORRIBLE AND DESERVE THE LOWEST RANKING....ACTUALLY THEY SHOULD BE RUN OUT OF BUSINESS....WHERE IS THE FCC ON THIS????  THEY NEED TO BE BROKEN UP AND SOLD INTO SMALLER MORE MANAGEABLE COMPANIES...THE PURCHASE OF NEXTEL SHOULD NEVER HAVE BEEN APPROVED. 

 

I HOPE YOU READ THIS DAN HESSE.  YOUR STOCK HOLDERS NEED TO READ THIS AND SELL NOW....WARNING TO BUYERS OF SPRINT STOCK....THEY ARE GOING DOWN.

Jul 10, 2012 8:28AM
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I agree and Bank Of America should be exposed I have been going thru a modification for almost two years! I guess this is confirmation I won't be getting it. I hate these heartless,unethical %!#@

they are not customer oriented in any way and should have all kind of lawsuits and litigations against them. It's sad what consumers have to go thru to pay their bills these days, can anyone help us ??????

 

Wanda H

Jul 10, 2012 11:54AM
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The Federal government should be at the top of the list.
Jul 10, 2012 10:25AM
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How do I file a complaint against MSN money for using outdated articles that's been on Yahoo over two months ago? Do you work work as journalist and stop rehashing other people's.

MSN, If you keep posting this type of bad journalism, you may find yourselves in the Hall of Shame.

Jul 10, 2012 9:42AM
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I can't believe that Dell Computer wasn't on this list. They have the WORST customer service. I have purchased 3 Dell computers but will not buy another one. About 2 weeks after my computer went out of warranty, it had a problem. Took me over 4 hours on the phone until one guy finally took pity on me and told me what to do to fix it -- everyone else wanted to sell me everything from a new Windows program to their technical insurance package.  Bad company!! Horrible customer service! And, most importantly, a less than acceptable product!
Jul 10, 2012 7:20AM
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Oh yes! Sprint still does not get it. They have a long way to go before they get higher scoring in customer service. Some of their policies are just dumb. Their phone selections (models) are very limited and even if you find a phone for less that will work on their net work they won't allow you to activate it. You have to buy it from Sprint period. Their customer service is poor.

Jul 10, 2012 8:47AM
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BOA is a joke but they have a lot of folks fooled. mTHey will give out information on your account

to someone that is not on the account. I had it happen and the person knowingly done it. Banks like BOA are getting to big for there britches and cant keep up with the like of proper procedure under there on roof. They employe folks who really dont know what they are doing. How sad. I would advise that you change to a different bank.

Jul 10, 2012 9:49AM
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Shame on any company that made this list! Though I am currently a user of Sprint services, I can't wait for the day when my miserable contract is up and I can switch. Their customer service is poor. Nothing more I can say, Sprint is never there when you need them.  As for the banks...give the consumers a break, and lower your fees. It will only get worse!
Jul 10, 2012 10:20AM
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I am surprised that AT&T did not make this list.  A recent fiasco while upgrading my plan and purchasing new phones is my reason for this surprise.  They put a very high hurdle in front of you during every step of this process.  I tried to save money by doing this process on line vs. in the AT&T store.  Yeesh.  I felt like a tennis ball going back and forth with them EVERY STEP OF THE WAY.  I even had to call after the deal was finished because they somehow lost all information regarding my $110 phone rebates. 
Jul 10, 2012 12:56PM
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Verison's customer service should be at the top of the Hall of Shame list. They charged me for a phone, activation, and breach of contract fees for a phone I never received. I paid the bill with a sense of regret to prevent a drop on my credit rating. Wow, paying for something never received.
Jul 10, 2012 12:35PM
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I had VERIZON INTERNET  i lost my service due to what i've never heard of before i got a popup saying my security certificate had expired this was in jan. I  called 4 thime the next day to close my account and all i got was the run around , i told the reps what had happened and that i did not have any service now , they did nothing for me but they still billed me for the next 3 months . I  e-mailed them and told them i refuse to pay them .
Jul 10, 2012 8:50AM
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Another company I found to be not good to deal with is Time Warner Cable. There trained  or Untrained Customer Service Reps, are liars and misrepresent  there specials. You cant ask enough questions. They will undermind everything. I would never deal with them again.
Jul 10, 2012 12:09PM
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Sprint has the worst cell phone customer service. Customer for 12 years, bill with family is 230 a month. My phone falls, cracks screen (I have insurance), ask them just give me a used trade-in phone like the one I have Evo 4G. They LIE, tell me that phone is oputdated and I am eligible for an upgrade since my contract expired 8 mos ago. I say I am not going to pay $300 for any upgrade, all I want is a used phone like the one I have. They say fine after 10 lame weak attempts to upsell and that I have a $100 deductible. I say I am not paying any deductible, give me the phone or I am leaving. Battle with them and leave. I used to pay these ****s 2700+ per year, now my bill is around $135 after shopping around. PHU-Q SPRINT YOU SUCK.
Jul 10, 2012 10:15AM
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At one time or another, I have dealt with most of the companies in the Halls of Fame and Shame.  I agree with all of the companies in the Hall of Fame.  There are no surprises there.  We the People also got it right with Capital One, which should be tied for worst. 

 

But the single worst comapny I have ever had the displeasure of dealing with from a customer service standpoint is SiriusXM Satellite Radio.  If you have ever considered becoming a customer, take my advise: don't.  I mean, come on folks, use your iphones.  Unlimited streaming music and talk is free there in 100 apps.  Bluetooth it into your receiver.  This isn't 1970 ...  

Jul 10, 2012 9:32AM
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You should add T-Mobile to the Hall of Shame list. After 6 years as a customer, paying through account debit, which means I was paying on-time each month, I decided to ask for a better monthly plan and a different wireless phone. Just six months before my contract ends, I'm ready to pay the ridiculous termination fee to acquire wireless service from Cricket, with no contract. You can never get anyone above the "low level customer service" employee on the phone or live chat, and the employees at the T-Movle store are only authorized to sell and sell up, while taking your money. There is no advantage to being a loyal customer. If I were a new customer to T-Mobile, I could get the deal I want and be a happy, locked in customer. Never once did the rep. say, "we value you as a customer", yet she offered to sell me another phone, while extending my contract another two years. As a former banker of a large bank in Washington, DC, I always knew that insulting a high dollar customer could decrease the bank's dollars, but insulting the little customer could ruin the bank's reputatiom.  T-Mobile, goodbye, you can now reach me on my Cricket phone!
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