A couple of days ago I applied for the Discover IT card and was denied. I called to recon and was told I was denied because of a charge off/collection account. I asked if I could speak with someone who could manually review my file since the account in question falls off in only a few months. I was told that Discover doesn't do manual reviews because "it's not fair lending practices". I let her know that I knew this wasn't true, that I don't appreciate being lied to, and she then threatened to hang up on me.
She became very agitated and transferred me to a supervisor shortly after. I let him know I didn't appreciate being lied to, that this was my first experience with Discover and it wasn't a good one.
Fast forward to today, my phone rings and I see on the caller ID that it's Discover. I was told that once calls reach a supervisors desk, the audio is reviewed later on by another supervisor. I was offered a SINCERE apology (I'm pretty good at telling the difference) and told the representitive I initially spoke with would be reprimanded for the way she handled the call. The woman on the phone repeatedly stated that the representitve was in the wrong and that "of course we manually review credit files". She even took the time to point out an error in my Equifax file that I hadn't noticed, she spent the next 15 minutes going over the error with me and giving me her advice on what to do about it. The call lasted probably 20-30 minutes and completely changed my perspective of how Discover does business. After my initial call let's just say I wasn't planning on doing business with them any time soon, but the fact that they called me two days later after reviewing the audio of my call showed me a lot. I figured I'd post this here because I feel like this is something Discover should be given credit for. So many corporations these days treat their customers horribly, I can definitely see myself giving Discover my business at some point in the future because of their response to this issue.
She said at this time they can't overturn the decision, but that's understandable. When I applied I didn't expect to get approved, I knew Discover wasn't an easy approval. My frustration during my first call wasn't because of the denial it was over being lied to. I HATE being lied to, it was almost as if the rep wasn't taking me seriously because I got denied, like she could lie to me and I wouldn't be smart enough to figure it out.
The woman who called today sounded very agitated with the representative, I even placed some of the blame on myself and said I can often times be a bit blunt and that may have escalated things. She wasn't having any of it though, she refused to place blame on me and repeated multiple times that Discover doesn't treat their customers, or potential customers, this way and that the rep is going to be disciplined over this.
Anyway, just wanted to point this out because customer service these days for the most part is pure garbage, it's nice to see a company that seems to take it more seriously.
@akula wrote:I agree that erroneous was supplied. However, sounds more like an inexperienced representative than a bald face lie. With listed scores, Discover is not going to be your best bet. When it comes to customer service, Discover is the cream of the crop. All customer service reps appear to be native English speakers, based in the United States and calls are answered very quickly.
The part of the call that really seemed to anger the supervisor was when the rep threatened to hang up on me. Inexperienced or not that's clearly not something a top quality company will tolerate, especially when the rep is the one in the wrong.
I don't get the sense the rep was inexperienced though, I could be wrong but it just sounded like she didn't like me questioning her response to my question.
I may have misunderstood but I think OP said the rep/supervisor did recon for him and outlined the issues holding the approval back.
