takeshi wrote:One data point does not make a trend. Any company can have a poor CSR even if the company/product is known for its CS.
Of course. I didn't mean to imply credit card companies' instrusting CSRs to lie in order to collect fees is rampant (reading back on that, it does look a bit conspiratorial) , but I am saying this is more than just poor customer service. Assuming nismoZtuner's account is true, two CSRs were not only "bad" but outright dishonest.
Best-case scenario (from Chase's perspective) as I see it is the payment didn't make the cutoff and the $25 is a legitimate fee. A good CSR would explain what the deadline and timezone is for payment, and apologize for the confusion (hopefully waive the fee, too, but at a minimum diplomatically explain the reason for the problem). A bad CSR might be rude and unhelpful out of laziness or apathy. They might even omit some of the information they have. Obviously at least
the last CSR had some kind of information about nismoZtuner's payment on their end. My problem comes from two of them saying no payment was made, and one flipping on a dime when it's revealed the customer has proof of payment.