May 5, 2012 |
There are frequent fliers, and then there are people like Steven Rothstein and Jacques Vroom. Both men bought tickets that gave them unlimited first-class travel for life on American Airlines. It was almost like owning a fleet of private jets. Passes in hand, Rothstein and Vroom flew for business. They flew for pleasure. They flew just because they liked being on planes. They bypassed long lines, booked backup itineraries in case the weather turned, and never worried about cancellation fees.
April 3, 2011 |
Dorothy Ouma began trading foreign currencies after seeing a TV commercial touting it as a way to make extra money, something she could use as a single mother raising three children. "The ads made me think, 'This is easy,'" said Ouma, 52, an administrator with the Grand Prairie, Texas, police department. Ouma used her credit card to fund an account with an online currency broker. Within a few weeks of swapping dollars for yen and euros, she said, her $3,000 of borrowed money was gone.
October 3, 2013 |
Wells Fargo & Co. has fired about 30 branch employees in the Los Angeles region who the bank said had opened accounts that were never used and attempted to manipulate customer satisfaction surveys. "We found a breakdown in a small number of our team members," said Gary Kishner, a bank spokesman for the region, which stretches from Ventura to Pomona and south into Orange County. The employees were trying to take shortcuts to meet sales goals, Kishner said. Wells Fargo, based in San Francisco, employs about 6,500 people at branches in its metropolitan L.A. region, he said.
October 3, 2013 |
Wells Fargo & Co. has fired about 30 branch employees in the Los Angeles region who the bank said had opened accounts that were never used and attempted to manipulate customer-satisfaction surveys. “We found a breakdown in a small number of our team members,” said Gary Kishner, a bank spokesman for the region, which stretches from Ventura to Pomona and south into Orange County. The employees were trying to take shortcuts to meet bank goals for sales and customer satisfaction, Kishner said.
September 20, 2013
Re "Senator tells Edison to fix blackouts," Sept. 17 Cheers to state Sen. Ted Lieu (D-Torrance) for his work in making Southern California Edison aware of its responsibilities to its customers. Thinking back on my experience with utility service failures, a better solution to the problem of making utilities like Edison responsible might be to require the company to give deep discounts to customers affected by "massive, recurring and unacceptable power outages," as Lieu called them.
June 24, 2010 |
Cutting inscrutable health insurance jargon out of their communications. Opening retail stores to answer people's questions and offer wellness classes. Measuring customer-service efforts to give callers a better experience. More insurance carriers are ramping up their services as they prepare to compete for millions of new customers starting in 2014, as a result of the new healthcare-reform law. That's the year health insurers will be barred from refusing coverage to people with preexisting conditions or charging them exorbitant rates, and the first time individuals will have to carry health insurance or face a financial penalty.