Rating various companies CSRs

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MemberSince99
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Rating various companies CSRs

Postby MemberSince99 » Tue Jun 26, 2012 4:47 pm

This is my opinion, based on personal experience with each company:

The great and very good:
1. Discover - simply the best CSRs. Never had a bad experience. American. Know their stuff and helpful.
2. FNBO - know their stuff. All American
3. Associated Bank - my personal bank, all American.
4. Barclay's - say what you want about them, but American, and they know what they are doing.

The Ok:
1. Amex - used to great still is, if you can get an American, otherwise, not so hot, average at best with the foreign CSRs.
2. GECRB - all foreign, some problems understanding them, not bad but not great either.

The lousy:
1. HSBC - lucky if you can understand them. Or, maybe lucky you can't....

The atrocious oh my god here's Peggy:
1. Capital One - the worst I've EVER dealt with. Problems understanding them, they launch into 5 minute monologues that do not answer your question, and if you ask one question today and the same tomorrow with a new CSR answers are very likely to be totally different. Script readers who define the term "half-trained".


NYC_Dweller
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Postby NYC_Dweller » Tue Jun 26, 2012 6:25 pm

Whenever I call American Express I always got a CSR that spoke fluent English. Whether they are American or not I do not know. I agree with Cap1 lacking representatives that can enunciate the English language properly.

I know not all Discover CSR's are American. The CSR's are able to speak fluent English, that does not mean they are American. Some of the call centers are in Canada.

Frankly, I don't mind if I speak with someone that has an accent. As long as we can fully understand each other and the CSR is capable of handling my call.

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Postby JMK » Tue Jun 26, 2012 6:49 pm

I will agree with Discover as my experiences have been great! I'd also like to say that Chase has been more than pleasant to deal with on both the consumer and business side. The thoroughness and kindness of the CSRs was an absolute pleasure. Because of my experiences, these 2 companies are earning the majority of my business at the moment.

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PopiLopi
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Postby PopiLopi » Tue Jun 26, 2012 6:50 pm

From my experience all companies I've dealt with have been good to excellent, some reps had an accent but nothing you can't understand, remember 12% of the US population is foreign born, so maybe they were in the US.

The exception is GE/Amazon Store Card, I called this past weekend for a problem and I had a hard time understanding the person's accent (she admitted she was in New Delhi) , I had to repeat myself several times until I gave up, hung up and called their CS in spanish to get a native speaker I can fully understand, the person's spanish was crystal clear, but the service was lousy as well. I had to call 2 more times until I spoke with somebody that knew what he was doing and fixed my problem.
Amex: Business Platinum (09/12) BCP $10,500 (03/13)
Visa: Capital One Journey $750 (04/11) Chase Freedom $1,800 (04/12)
MasterCard Citi AAdvantage Platinum Select $8,500 (05/13)
Discover: Discover It $2500 (07/11)
Store Cards: Amazon $3900 (12/11) Macy's $500 (04/11) Kohl's $500 (05/12) Victoria's Secret $750 (11/12)

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FastSRT8
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Postby FastSRT8 » Tue Jun 26, 2012 8:59 pm

LOL it's like playing a video game and trying to pass a certain level. Once you know you are not going to get the best score, you hit reset and try again. Keep repeating till you get thru. Pretty much how I treat poor CS.
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MemberSince99
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Postby MemberSince99 » Wed Jun 27, 2012 6:58 am

this is very similar to a conversation I had with a Cap One CSR last year
CSR: Thank you for calling Capital One how may I help you?
Me: I have a question for you. I made two payments recently and it's been 10 days and the payments have long since cleared my bank but the available funds on my 500 dollar limit card still do not reflect that, making it hard for me to use. Can you please tell me why that is?
CSR: Well sir Capital One is a very conservative financial institution as you know. Now I see that you have made 2 payments to your account recently sir and yes that is good Capital One very much appreciates your business. However by making 2 payments you have slowed the computer down, and thus the funds have not yet been fully restored to the account in accordance with our policies and procedures which are in place for your protection and for security purposes sir.
Me: I don't understand - you mean by making 2 payments I slowed down your computer?
CSR: Sir I see that you are interested in our payment process. You may make payments on your account at any time you wish sir, and we will credit the payments to your account as soon as they clear your bank. Capital One as a conservative lender must ensure that the funds have cleared your bank account before we allow the available credit to return as otherwise this would cause you to go over your limit and is for your security and protection sir.
Me: But the funds cleared my bank days ago so how can that be the issue?
CSR: Well sir, we at Capital One cannot know what banking institution you are associated with or their policies nor can we know if the bank will pull back the funds as they are allowed to do for your security under the law, therefore we are protecting your account by ensuring that the funds will properly post and then reset your available credit. You may call us to have it reset if this should happen again in the future.
Me: You mean I gotta call you every time I make a payment so that I can get my funds restored and be able to afford to fill my gas tank using my measly 500 dollar credit limit? Are you kidding me? What a pain.
CSR: Sir I completely understand your feelings on this issue. Capital One is a very conservative lending institution. If you had a higher credit limit this would not be an issue but Capital One is currently not accepting customer initiated credit limit increases at this time, in order to protect our valued customers better. However if you would like to make a request for a credit limit increase, I can go ahead and pull your credit would you like me to do that sir?
Me: NO! I don't want another hard pull on all 3 CRAs to just get turned down anyway how does that make any sense?
CSR: Very well sir, if you should change your mind you may simply let me know at any time. I hope that I have answered your questions completely?
Me: No I'm more confused than when I started, but I've figured out that I'm not going to get any answers to my questions and I'm already beaten down to the point I don't want to continue this conversation which seems to be your goal anyway. Have a good one! (Click)

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FastSRT8
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Postby FastSRT8 » Wed Jun 27, 2012 7:57 pm

WTF??? You stayed on that call for that long? Damn you are patient. I would have hung up and called again by the 3rd exchange.
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Ratfacedudeguy
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Postby Ratfacedudeguy » Wed Jun 27, 2012 9:06 pm

So much truth in that transcript. In fact if I had saved my most recent online chat with a Crapital One rep I'm willing to bet some of the responses would have been verbatim to your rep's.
Amex Green - NPSL - 05/12
Amex Zync - NPSL - 06/12
Discover it - $7750 - 11/12
Chase Sapphire Preferred Visa Signature - $5000 - 11/12
SECU Platinum Visa - $5000 - 08/08
Bank of America Cash Rewards Platinum Plus Visa - $3000 - 06/08
Citi Diamond Preferred Mastercard - $3000 - 05/12
GECRB Old Navy Visa - $2500 - 11/12
Chase Amazon Visa - $2000 - 11/12
Chase Freedom Visa - $2000 - 07/12
Citi Thank You Visa - $1000 - 06/12
Amex Blue Cash Everyday - $1000 - 01/13

MemberSince99
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Postby MemberSince99 » Thu Jun 28, 2012 6:34 am

FastSRT8 wrote:WTF??? You stayed on that call for that long? Damn you are patient. I would have hung up and called again by the 3rd exchange.


It was actually longer and worse than that his rambling monologues were at least 2 to 3 minutes long each. By the 3rd exchange I was beaten down and knew I wasn't going to get an answer to my question but I hung in there just out of stubbornness anyway. I shouldn't have bothered.

And one thing I forgot to add is every time they tell you something is for your "security" or "protection", it's about as believable as hearing it from the government. They aren't protecting me by holding back my payments they are protecting themselves. Besides with that puny 500 dollar limit and current 100 dollar pre-authorizations at the pump it's VERY easy to go over your limit with all this even though you didn't really, and bam they got you for a nice little fee. That would make me feel REALLY protected!

I also left out the start where the CSR says:
CSR: My name is xxxxx may I please know your first and last name?
Me: My first name is yyyyyy and my last name is zzzzzzzz (Gotta have a LITTLE fun with it).

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Postby agp » Thu Jun 28, 2012 7:02 am

I've delt with a lot of CSR people.. I must say Barclays is a joke. CU CSR can either be extremely helpful or utterly useless.

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