Iroquois wrote:Thanks for the suggestion.
The solutions are many fold. First though is whether or not Discover believes this is a problem and/or cares. On an individual level my strong sense was that credit staff thought this was a problem but were powerless to fix it. Too bad.
Issues come up all the time and changes need to be made. In this case Discover falls down badly. The result in this case is that the card gets lower usage, the brand message gets diluted, and word of mouth works against them.
If management does not have a feedback system of looking at complaints, monitoring its processes, or monitoring social network "buzz", then by definition they are not responsive and competitive. Thats the conclusion I'm drawing.
Does or should fixing what by any standard is a quite simple issue require a letter to someone like a chief credit officer, an outside director on the board or federal regulators ? Apparently so. That is a huge statement about the risks a consumer takes in depending upon the Discover Card.
With a spare moment, I did pull the bureau report, just to confirm that the Discover approach was silly. It is truly laughable. Even funnier as a comparison was the credit line increase just given my another card in the wallet as the Discover false delinquency flag was planted and then removed ( only internal on Discover Card records).
I'll probably send one more letter. A very reasonable and factual one to someone a bit higher in the foodchain than how Discover has managed its process. But its pretty clear that Discover's actions are much louder and different than their advertising words make them seem to be.
Discover is a card that clearly belongs in the back of wallet; an open account yes, but not the preferred card; or even close. As the saying goes "they are who they are". Right now thats #5 in the wallet.
Holiday shopping and routine usage goes on Bank of America, Chase and Citi.
Thank again for your comments.
I am pretty sure given the vast differences between every human being, it is 100% impossible for a company to have 100% satisfaction no matter how hard they try. Unless, that is, it is in China, Russia or Sweden.
But that said, if you want to talk to the higher-up execs, I did a quick search on the SEC website and found a business address that they are required to file with the SEC:Search Results
If you dig around some more, they supposedly also have the names and numbers of senior officers that run Discover.
Good luck and if your letter is reasonable enough, just maybe it'll work. There were times I felt like going that far with customer service, but whenever I face a situation where I have to take more than 30 minutes out of my life, unless an actual financial loss is at stake, I just move on.