Customer Service Experience

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frinkinhard
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Customer Service Experience

Postby frinkinhard » Mon Mar 07, 2016 8:27 am

So my year anniversary was approaching on my PRG and the annual fee was not worth it to me. Recently a friend of mine had the same situation and he called, got a representative and they suited his needs and waived his annual fee. So that was exciting to me, So when I called yesterday I tried every trick in the book to get a human to talk to but my efforts failed. So long story short my card got closed without ever getting the chance to talk to a human. I have been terribly disappointed with customer service.
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AMEX Everyday - $4,100 (3/15)
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Best Buy Visa - $1,000 (9/15)


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Dcyphrz
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Re: Customer Service Experience

Postby Dcyphrz » Mon Mar 07, 2016 9:06 am

The phone menu doesn't give an option to speak with a representative? I can't recall what I called for but 3 or 4 times, I got a live person. Can't remember how but I got them on the phone.

I'm a couple months from my year carrying a PRG. I assume I'll keep it open. I haven't sorted out how to maximize the reward money with that card. Guess I'd better figure it out before the fee hits.
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CarefulBuilder14
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Re: Customer Service Experience

Postby CarefulBuilder14 » Mon Mar 07, 2016 10:16 am

How much did you spend on it? Retention offers are for people who spend a few tens of thousands (and lighter spenders who sometimes get lucky). They don't just waive annual fees for anyone who asks.

I agree PRG customer service isn't great, but I've never been totally unable to speak to a person. Is there no longer an option to say "Representative"? Or you just didn't want to wait a few minutes?

If you used your 2015 and 2016 credits, that's $200 (essentially a second year's AF waived).

There's nothing wrong with being strategically greedy (getting a bonus, getting statement credits, then closing to dodge an AF) but don't get all DYKWIA about it.
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takeshi
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Re: Customer Service Experience

Postby takeshi » Mon Mar 07, 2016 12:55 pm

frinkinhard wrote:So my year anniversary was approaching on my PRG and the annual fee was not worth it to me. Recently a friend of mine had the same situation and he called, got a representative and they suited his needs and waived his annual fee. So that was exciting to me, So when I called yesterday I tried every trick in the book to get a human to talk to but my efforts failed. So long story short my card got closed without ever getting the chance to talk to a human. I have been terribly disappointed with customer service.

Just because someone else got a retention offer doesn't mean that you're entitled to a retention offer.

frinkinhard
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Re: Customer Service Experience

Postby frinkinhard » Mon Mar 07, 2016 8:18 pm

Dcyphrz wrote:The phone menu doesn't give an option to speak with a representative? I can't recall what I called for but 3 or 4 times, I got a live person. Can't remember how but I got them on the phone.

I'm a couple months from my year carrying a PRG. I assume I'll keep it open. I haven't sorted out how to maximize the reward money with that card. Guess I'd better figure it out before the fee hits.


It kept saying 'Press 0 for representative' and it wouldn't take me there.
Amazon Store - $6,000 (1/14)
Discover it Student - $2,000 (2/15)
AMEX Everyday - $4,100 (3/15)
Citi DC - $1,500 (7/15)
Best Buy Visa - $1,000 (9/15)

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Dcyphrz
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Re: Customer Service Experience

Postby Dcyphrz » Mon Mar 07, 2016 10:14 pm

Maybe they all went to the bathroom.
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EX 756 - TU 776 - EQ 749

Elijahmex
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Re: Customer Service Experience

Postby Elijahmex » Tue Mar 08, 2016 7:36 am

Dcyphrz wrote:Maybe they all went to the bathroom.

Loolol
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kdm31091
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Re: Customer Service Experience

Postby kdm31091 » Mon Mar 14, 2016 8:36 am

I agree with the sentiments above. At the end of the day, it's a card with annual fee, and the fee is charged in accordance with the benefits. The simplest way to avoid the fee is to either not sign up to begin with or to cancel the card.

Retention offers can happen but it's not just a matter of calling and asking and boom the fee is gone. If it were that simple, there'd be much less point in them charging the fee to begin with. People who are spending many thousands of dollars every month have a better chance of a waiver vs just "everyday users", IMO. Ultimately, the banks really don't care much about us "everyday users". If you aren't spending tons and tons of money and/or have a lot of assets held at a bank, they really could care less if you stay or go. Sad maybe, but true.

The best practice when signing up for a card is to fully anticipate paying the fee. If you can call and get it waived at some point, great, but don't expect it.

Tubpbs
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Re: Customer Service Experience

Postby Tubpbs » Mon Mar 14, 2016 2:30 pm

kdm31091 wrote:I agree with the sentiments above. At the end of the day, it's a card with annual fee, and the fee is charged in accordance with the benefits. The simplest way to avoid the fee is to either not sign up to begin with or to cancel the card.

Retention offers can happen but it's not just a matter of calling and asking and boom the fee is gone. If it were that simple, there'd be much less point in them charging the fee to begin with. People who are spending many thousands of dollars every month have a better chance of a waiver vs just "everyday users", IMO. Ultimately, the banks really don't care much about us "everyday users". If you aren't spending tons and tons of money and/or have a lot of assets held at a bank, they really could care less if you stay or go. Sad maybe, but true.

The best practice when signing up for a card is to fully anticipate paying the fee. If you can call and get it waived at some point, great, but don't expect it.


...not to mention, the people spending thousands of dollars a month on the card don't need (and probably don't care) if they waive the annual fee or not. But, I agree, the banks could give a shit if we stay or go.
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