FNBO Customer Service - epic FAIL

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MemberSince99
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FNBO Customer Service - epic FAIL

Postby MemberSince99 » Tue Aug 20, 2013 6:00 pm

So I know the deal about calling in every 4 months to see if you are eligible for a soft pull CLI on this card since I've had it 4 months now, with use each month and PIF.

I call up, the CSR on the other end takes my info, asking all the usual questions for "security" purposes to verify it's me. So then she asks why I called and I explained I was aware of the policy that allows you to call in every 4 months for a CLI to see if there is one in the system for me.

I had given her my SSN since I was calling using the hands free set in my car after work. She goes well you have to give me the card number you want the CLI for. I said you mean you don't have it there? She says no I have it but I have to verify it's actually you. I said wait a minute you already did that, are you telling me that the questions you asked in the first place aren't sufficient and you didn't do your job properly, or are you really that concerned that my worst enemy or Al Quaeda is going to try to phone in a CLI for me?

There was a moment of silence as she probably bit her tongue to keep from replying with what she REALLY wanted to tell me, then she says well you can always call in later when you are done driving.

I was like whatever thanks for nothing. She goes is there anything else I can help you with and I bit my tongue to keep from saying what I wanted to say and just said nope bye and ended the call.

I was kind of excited about calling in for my first potential CLI with them, but after that, I have to say their customer "service" is totally unimpressive to me. And the only thing I am considering calling back for at this point is to close the account. I really don't need this kind of hassle from any bank.

This card is now sock drawered on the verge of termination. The more I think about it, the more hacked off I get over this, and if the Americans act like this, we might as well hire a bunch of cheap offshore idiots as the results will be about the same but they are cheaper and entertaining as opposed to attitude from the Americans.

EDIT: Removing card from signature, going to call and close later. I simply do not need this. You're FIRED FNBO! I'll stick to the real thing, they may not give me a CLI but at least I don't get a bunch of attitude with my request.


MemberSince99
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Postby MemberSince99 » Tue Aug 20, 2013 7:04 pm

UPDATE: Card is CLOSED.

Called got a CSR, he asked why I was closing it, I told him because I feel like it. He was like what I said I didn't know I needed a reason, any more than our employer needs a reason to fire us. I feel like it. With the lousy customer service experience I've had here I'd rather do business with other lenders if you want specifics.

After very little further ado the account was closed.

And frankly I'm beyond caring what effect if any it has on my score. For all I REALLY care it can drop 100 pts. Doesn't seem to matter that you use these things and pay in full anyway so what the hell. Let it sink for all I really care. I can't see what the difference is one way or the other.

At this point the only card even anywhere near the chopping block is Discover but they haven't given me a reason to do it, other than being the stingy tight fisted Scrooge wanna bes that they are in terms of limits. One thing is certain - if they hack me off, it's gone. I kid you not. But I still have no plans to use it so it might be gone if I do nothing. Not sure how long they keep an unused account open, but I just have no motivation to use it. Not even for the 5% gas I pull out the BCP and use that instead. So I have nothing against them, and nothing for them either. The "safe" cards are Chase, Amex and Associated.

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djrez4
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Postby djrez4 » Tue Aug 20, 2013 7:19 pm

Without reading thread -

Member gets indignant about some perceived customer service faux pas. Closes card.
[RIGHT][size=100]- Sapphire Preferred - Freedom - Ink - Platinum - Everyday Preferred -[/size]
[/RIGHT]

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djrez4
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Postby djrez4 » Tue Aug 20, 2013 7:20 pm

<Reads thread>

Alright! What do I win?
[RIGHT][size=100]- Sapphire Preferred - Freedom - Ink - Platinum - Everyday Preferred -[/size]

[/RIGHT]

cashback
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Postby cashback » Tue Aug 20, 2013 7:26 pm

djrez4 wrote:<Reads thread>

Alright! What do I win?


You win nothing, because its the same story every time.
Credit Cards
Amex BCE 25K ---- PenFed Platinum Rewards 15.5K --- US Bank Cash+ 12K --- Discover IT 6K --- Citi Dividend 5K --- Chase Freedom 12.5K --- Amex SPG 6K --- Citi Thank You Preferred 15K

Not Used
Citi Simplicity - 5K, Sam's Club Discover - 10K

Future Cards
Sallie Mae World Mastercard

FICOs
Exp 772 - TU 781 - Equ 781

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djrez4
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Postby djrez4 » Tue Aug 20, 2013 7:40 pm

cashback wrote:You win nothing, because its the same story every time.


Then I'm retiring from this game.
[RIGHT][size=100]- Sapphire Preferred - Freedom - Ink - Platinum - Everyday Preferred -[/size]

[/RIGHT]

Userofcards
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Postby Userofcards » Tue Aug 20, 2013 8:53 pm

But the customer service faux pas here was : the CSR merely asked Member to give her his credit card number in addition to answering some security questions. Member didn't have the card handy (he was driving) so instead of simply calling back later, he says to the rep:

"wait a minute you already did that, are you telling me that the questions you asked in the first place aren't sufficient and you didn't do your job properly, or are you really that concerned that my worst enemy or Al Quaeda is going to try to phone in a CLI for me"

WOW! The rep was accused of incompetence and has to listen to some obnoxious remarks about Al Quaeda because she asked for a credit card number? I see no epic FAIL from FNOB, but I do see Members berating someone for absolutely no good reason. Thats shameful behavior.

And then in another post in the thread, we're treated to this: "we might as well hire a bunch of cheap offshore idiots." So FNBO has American customer service, but Members finds a totally irrelevant way to insult offshore reps as "idiots." No, they aren't merely poor English speakers, they aren't merely lacking authority to do much more than read scripts, they are... "idiots."

The epic fail here isn't FNBO; its not the offshore reps that some credit card's use. Its MembersSince99's contemptuous and unjustified attitude toward and treatment of his fellow human beings.

MemberSince99
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Postby MemberSince99 » Tue Aug 20, 2013 9:00 pm

Um, I didn't berate - I asked a question. The CSR declined to answer the question. Point made.

She had the number. She verified who I was. She gave me no help with plenty of attitude.

If you don't like that I wasn't happy about it, you know what? I couldn't care less.

Right now, you're about the only human being I have contempt for, but you aren't worth the effort that would take.

Have a nice life, and hopefully stay out of mine.

And that pretty much goes for everyone - if you don't like what I do, no skin off any part of my body. Don't read my posts. Use the "ignore user" feature here. Problem solved. It really doesn't matter to me.

cashback
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Postby cashback » Tue Aug 20, 2013 9:11 pm

MemberSince99 wrote: Use the "ignore user" feature here. .


Now why would anyone do that? I'm sure everyone here enjoys reading your negative and repetitive daily threads.
Credit Cards
Amex BCE 25K ---- PenFed Platinum Rewards 15.5K --- US Bank Cash+ 12K --- Discover IT 6K --- Citi Dividend 5K --- Chase Freedom 12.5K --- Amex SPG 6K --- Citi Thank You Preferred 15K

Not Used
Citi Simplicity - 5K, Sam's Club Discover - 10K

Future Cards
Sallie Mae World Mastercard

FICOs
Exp 772 - TU 781 - Equ 781

TheLethargicAge
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Postby TheLethargicAge » Tue Aug 20, 2013 9:27 pm

Woah, didn't see this coming [/sarcasm]

No biggie, dude, it was a fake Amex anyway. After my own experience with the idiots over at FIA, I see where you're coming from, although I think you overreacted.
Blue Cash Preferred ($24K), Costco TrueEarnings ($8K), Better Balance Rewards ($6K), CashForward ($15K), Sallie Mae Rewards ($10K), Quicksilver ($17K), AARP Rewards ($15K), Freedom ($15K), Double Cash ($16.5K), It ($28.5K), Fidelity Investment Rewards ($18K), Cash+ ($11K)



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