- Centurion Member
- Posts: 532
- Joined: Thu Jan 17, 2013 7:20 pm
- Location: United States
OK, minor customer service rant here. As many of you know, the EMV chip is the "new" security standard that is rolling out to cardholders over the next few years in order to beef up fraud security with credit cards. I say "new" because this standard has been in place in Europe and other parts of the world for years now.
When I began reading this forum last month I found out that American Express was rolling out EMV enabled cards to a limited number of customer, i.e., the customers likely to travel overseas. In this case, that meant the Centurion and Platinum customers (Amex should also prioritize the Corporate Card customers since that's the card I use for business travel and most likely to be used by me overseas). Since I carry a Platinum card, I called Amex to ask about getting one. "Oh sure, we can do that", the customer services rep told me over the phone. And so in a few days the new cards came for myself and my wife....without the EMV chip.
OK, there was a screwup, I told myself so I called Amex back. They apologized and decided to FedEx me the right cards. The next day the new cards showed up, this time with the appropriate EMV jewelry.
At the same time, I was in the process of changing my old BofA World Mastercard to a Cash Rewards card product. This also required a change of my card number. During the process, the customer services rep asked "Do you want the new EMV security feature?" "Absolutely!" I said, happy that they offered it without me even having to bring it up. BofA card procurement takes longer so after a little more than a week, the new card came...without the EMV chip.
"Really? Again??" I said. Well I called BofA again and explained that despite that we had explicitly discussed the EMV chip being on my cards that the new Cash Rewards card came without it. They apologized and sent out new cards. Again, a week goes by and the new cards game. But this time the mistake was worse. This time I got a new....World Mastercard. Yes, my old points product. It even had my old number. And of course, no EMV jewelry (not that I was expecting it at this point).
OK, this was beyond screwup. I didn't even know it was possible for card services procurement to send out new cards on an account number that had been closed. A bit more miffed, I called BofA back with an incredulous "What the hell?" So to get me and my rant off the phone, the rep sent the second replacement cards FedEx, which just showed up today.
Finally, the right card product, with the right number, and the EMV chip right where it should be.
Seriously, should it be this hard?
American Express Platinum (NPSL)
Penfed Platinum Reward Visa ($28K)
Chase Freedom Visa ($25K)
Fidelity American Express ($20K)
American Express Blue Cash Preferred ($20K)
Bank of America Cash Rewards MasterCard ($20K)
Citi Thank You Preferred Visa ($9.5K)
Chase Sapphire Preferred ($7.5K)
US Bank Cash + Visa Signature ($7K)
Discover IT ($4K)