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A change of address led to our Wise accounts being shut down

(shaun.nz)
325 points jemmyw | 4 comments | 30 Oct 25 22:41 UTC | HN request time: 0.475s | source
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FateOfNations ◴[31 Oct 25 00:29 UTC] No.45767064[source]▶
At some point customer service died. Businesses of seem to no longer be interested in dealing with customers. Good customers come in all shapes and sizes, and often don't exactly fit a cookie cutter. It's frustrating to see businesses just cut and run the moment something becomes a problem that needs more than a series of pre-scripted responses to be resolved.
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1. silisili ◴[31 Oct 25 01:00 UTC] No.45767259[source]▶
On one hand, this makes me incredibly sad. It means that all of us, as consumers, agreed we'd rather save a buck than get acceptable service.

On the other hand, as someone who did customer service in my younger years, 95% of calls were PEBKAC, so it's essentially a giant money drain for things of no real concern to you as a company.

I've often wondered how successful it would be to charge $3 or $5 per call, refunding the money in cases said call was needed.

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2. postpawl ◴[31 Oct 25 01:15 UTC] No.45767338[source]▶
The worst customer service is usually for things where you don't have a choice, like when your mortgage gets sold to a new servicer.
3. CamperBob2 ◴[31 Oct 25 01:17 UTC] No.45767353[source]▶
In principle I agree with the concept of charging for support and refunding if the issue is not at the customer's end. I'd certainly be fine with that myself, even if it cost $50 or so to get a responsible human on the line when there's trouble with a service like banking, payments, or business-critical SaaS providers.

I think Microsoft tried that at one point, but they didn't stick with it for some reason. Maybe it leads to a lot of knock-down, drag-out arguments about whose fault something is.

4. FateOfNations ◴[31 Oct 25 04:19 UTC] No.45768393[source]▶
The problem is dealing with those other 5% of calls. If you are in a 5% situation, you're seemingly SOL these days.