CSP customer service

Discuss the Visa & MasterCard payment networks as well as cards that operate through them.
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nismoZtuner
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CSP customer service

Postby nismoZtuner » Sat Dec 27, 2014 3:14 pm

I just called CS for my CSP because my account was showing a "LATE PAYMENT FEE" for $20.. i was like watta fudge.... I made a payment last night for $1,200 dropping my balance by half at 6pm PST through customer service since it was past 8pm EST ..the first guy who I talked to told me told me that no payment was made and yada yada and told me he could not do anything about it.. i even told that i made the payment at 9Pm EST... since i was not exactly sure what time i made the payment told the CS that i was gonna check on my phone but the call was disconnected on my part..

so i called a second time and the 2nd guy came up with the same BS that no payment was made and that the only history in my account was of a call that was dropped- until i told him i had a confirmation number that the lady who helped me out gave and that's when things changed.

anyways i got the fee waved- And guess for now on i`ll make a payment way sooner.. but these guys that helped me out today didn't seem helpful at all and annoyed..
TU 752 (+4) - [5/9/2014] CK 726 - [11/24/14] EX 725 - [11/20/14] EQ 710
BankofAmerica Cash Rewards [2k] I American Express Blue Cash Everyday [3K] l Discover IT[2.5]
American Express Premier Rewards Gold [NPSL] I Marriott Rewards Premier [5k]
Chase Sapphire Preferred[7.3]
Inquires: TU(?) EX(?) EQ(?)
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Vattené
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Postby Vattené » Mon Dec 29, 2014 10:44 am

Wow, so his tune completely changed after he found out you had evidence that you did in fact make a payment? Makes you wonder how often and for what reasons they're instructed to lie to their customers.
-Vattené
FICO-8:
EX - 805 (2/17) | TU - 787 (2/17)
Primary Cards:
American Express EveryDay - $20,000 (10/14)
Discover it - $23,000 (2/14)
AU on Barclay Sallie Mae - $10,000 (8/15)
plus several store accounts of varying usefulness now

whit
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Postby whit » Mon Dec 29, 2014 11:05 am

nismoZtuner wrote:I just called CS for my CSP because my account was showing a "LATE PAYMENT FEE" for $20.. i was like watta fudge.... I made a payment last night for $1,200 dropping my balance by half at 6pm PST through customer service since it was past 8pm EST ..the first guy who I talked to told me told me that no payment was made and yada yada and told me he could not do anything about it.. i even told that i made the payment at 9Pm EST... since i was not exactly sure what time i made the payment told the CS that i was gonna check on my phone but the call was disconnected on my part..

so i called a second time
and the 2nd guy came up with the same BS that no payment was made and that the only history in my account was of a call that was dropped- until i told him i had a confirmation number that the lady who helped me out gave and that's when things changed.

anyways i got the fee waved- And guess for now on i`ll make a payment way sooner.. but these guys that helped me out today didn't seem helpful at all and annoyed..


i could believe there's some typo about the gender of the person who helped but how could you get a confirmation number if you were still checking On the time and the phone call got disconnected on your part? and confirmation number for what?

I'm surprised they gave you such a hard tine, usually you get one grace waiver, and they either do the late fee or interest charge whichever amount is greater, as a courtesy.

whit
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Postby whit » Mon Dec 29, 2014 6:45 pm

I'm sorry, I didn't read the part where you paid via phone which would explain the confirmation # which you probably looked up and got disconnected.

takeshi
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Postby takeshi » Tue Dec 30, 2014 8:16 am

Vattené wrote:Makes you wonder how often and for what reasons they're instructed to lie to their customers.

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.

AMEXPlatino86
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Postby AMEXPlatino86 » Tue Dec 30, 2014 10:17 am

I was reading what you wrote and technically you were late. When I send payments the seem to go off of MST or PST so that's a good 2-3 hours behind where I'm at so if you make payments the day of, you have to be earlier than than usual.
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Vattené
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Postby Vattené » Tue Dec 30, 2014 11:52 am

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.
-Vattené
FICO-8:
EX - 805 (2/17) | TU - 787 (2/17)
Primary Cards:
American Express EveryDay - $20,000 (10/14)
Discover it - $23,000 (2/14)
AU on Barclay Sallie Mae - $10,000 (8/15)
plus several store accounts of varying usefulness now



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