FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

When A Customer Says, “You’re Destroying My Life”

November 22, 2019|

“This woman says Equifax mixed up her father’s credit report and ‘destroyed’ his life — and now she hopes to convince a jury,” begins a recent article in MarketWatch. The article details the tragic story of James Rennick, a man who requested a home-equity loan for renovations that would help his dying wife breathe more easily – but was denied the loan because his credit history information was mixed up with someone else’s. Rennick filed a lawsuit, but both his wife and he died before the problem was solved.

Unfortunately, this issue is not a one-time occurrence. […]

Complaints about digital money transfers are on the rise

October 25, 2019|

It’s not surprising that digital money transfer services such as Venmo, PayPal, and Zelle are becoming so popular. The convenience and immediacy of paying for services, splitting a check after a dinner out with friends, or issuing a bill to a client feels satisfying and smart. But with ease of use also comes the ease of making an error — and accidentally choosing the wrong username or code can put your money or data into the wrong hands.

In fact, the PositivityTech intelligent platform’s proprietary trigger algorithms have illuminated an increase in complaints about digital money transfers. By listening to […]

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