Who has the BEST credit card customer service?

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Mogul of Pineapples
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Postby Mogul of Pineapples » Tue Nov 02, 2010 8:02 pm

B of A seems like they panicked least during the credit meltdown


Bank of America was in major trouble during the credit meltdown, more so then Discover. B of A and Citi faced a real chance of going under. But I think that's besides the point when it comes to ranking credit card customer service. If Bank of America is working well for you then by all means stick with them.
Disclosure: I am a moderator/paid staff of this site, which does have advertising relationships with some credit cards that are discussed and linked to. Regardless, anything I say is my honest opinion.

Current Cards:
American Express: Blue Cash, Simply Cash Bank of America: WorldPoints Platinum Plus Chase: Amazon, British Airways, Cash Plus Rewards, Freedom, Ink Cash Citi: Thank You Premier, Dividend Platinum Select Discover: More
Primary Everyday Card: American Express Blue Cash
Primary Travel Card: Chase Sapphire Preferred


Iroquois
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Postby Iroquois » Wed Nov 03, 2010 1:39 pm

Fair enough but my point was solely about how B of A appeared to have run their credit card business. They seemed prudent but did not panick from the perspective of this consumer, or others I've spoken with
Yes B of A was in some very deep financial trouble at the time too, which underscores the point of them sticking to the customer focus and staying the course
In contrast, AMEX, became a PR leader in slashing credit and spending lines to consumers and businesses.
From my view the question is about which cards and issuers can be depended on.
Discover card does not seem to be one of those though.

Generallisimo
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Postby Generallisimo » Thu Nov 04, 2010 1:03 am

Smerri wrote:I have had Discover than May 08 and have to say I absolutely hate their customer service. I had one good person a week or so ago and told her I would like to recommend her to her supervisor or take a post call survey because she was by far the best customer service rep and I told her to that everyone else I have ever delt with there sucks. (If my Discover wasn't my longest running credit card by two years then I would have cancelled it and told the company to scew!)

I would vote AmEx. I have yet to have an issue with them.



Care to quantify what you don't like about their reps? I am just curious were they rude? Not helpful?

Generallisimo
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Postby Generallisimo » Thu Nov 04, 2010 1:07 am

Mogul of Pineapples wrote:Bank of America was in major trouble during the credit meltdown, more so then Discover. B of A and Citi faced a real chance of going under. But I think that's besides the point when it comes to ranking credit card customer service. If Bank of America is working well for you then by all means stick with them.


Their main trouble was Merrill Lynch-- the price they bought it for was ridiculously good-willed (at least 15 times it's actual selling value). That's why Ken Lewis was ousted.

Generallisimo
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Postby Generallisimo » Thu Nov 04, 2010 1:14 am

Iroquois wrote:Fair enough but my point was solely about how B of A appeared to have run their credit card business. They seemed prudent but did not panick from the perspective of this consumer, or others I've spoken with
Yes B of A was in some very deep financial trouble at the time too, which underscores the point of them sticking to the customer focus and staying the course
In contrast, AMEX, became a PR leader in slashing credit and spending lines to consumers and businesses.
From my view the question is about which cards and issuers can be depended on.
Discover card does not seem to be one of those though.


I see what you are saying. NewCreditRules.com (which attracted huge attention earlier this year but now seems essentially ignored) was caused directly by Amex slashing some innocent man's credit limit, it was certainly a very poor choice of words by Amex: "the stores you shop at mark you as a credit risk." In fact, it is somewhat unnerving just how obsessed they are with our data (a recent WSJ or NYT article suggested that they track what time you login to the website and could imply from you logging late at night that you may be having financial trouble-- a ridiculous conclusion to make without other evidence if you ask me).

I must hand it to Amex, they are doing this to make money and they are doing a damn good job. As long as that is their only purpose (and not world domination), maybe it is ok.

Iroquois
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Discover customer service seems poorest

Postby Iroquois » Thu Nov 04, 2010 6:46 am

You've raised a number of topics which I'll make a comment on;

Discover customer service; my experience is that they can nicely deal with "transactional" items but have been walled off from any ability to respond to a credit related topic. To deal with credit a separate call to a separate person is required. The process appears a bit more seemless at other issuers.

B of A issues were hugely impacted by Merrill but were primarily driven as were other major institutions with credit losses, primarily driven by real estate. My sense of the press coverage was that head guy was ousted because of how he dealt with congress, the media and public during the credit crisis, similar to the way the BP top guy fell on his sword for the Gulf oil spill.

AMEX did what they did and became the poster child, rightly or not for pushing away credit; paying to close or pay accounts, chopping lines. This was my perception. Chase also appeared aggressive, and got media attention for doing a little better than the rest. They did a horrible pr job.

The focus of this thread being customer service though, my experiences with all of this considered is that Discover Card is the least complete, most compartmentalized and unable to handle some fairly minor items correctly or rapidly.

Smerri
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Postby Smerri » Sat Nov 06, 2010 9:57 am

Generallisimo wrote:Care to quantify what you don't like about their reps? I am just curious were they rude? Not helpful?
They just always seemed not helpful nor did they care about my problems or issues. It didn't seem to matter to them I was someone who used my Discover and always paid my balance on time and have never been a headache of a customer.

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Postby dumbblonde » Tue Nov 30, 2010 3:27 am

I called to apply for a Bank of America credit card tonight and was totally surprised to get a foreigner on the other line. I have come to expect that for regular customer service but when I am calling the number dedicated to new card applications you would think an American would be answering. If Bank of America treats potential new customers that way dare I ask how old customers are treated?

orion101
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Postby orion101 » Mon Dec 20, 2010 3:39 am

What's the credit card customer service like for Wells Fargo? I have a checking account there but have held off on getting their credit card.

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Discover Really Bad - AE good

Postby ibm650 » Tue Oct 25, 2011 8:20 am

I have not had good luck with Discover. They have not been very helpful on issues with a company that would not cancel. AE always is friendly and nice and will overnight a card if yours gets compromised. They helped when a company would not refund a refundable vacation ( sorry we are busy). So AE wins hands down.



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