topic Re: Best to Worst CC Customer Service in Credit Cards

Best to Worst CC Customer Service

Anonymous — Thu, 05 Feb 2015 17:25:39 GMT

What is your ranking of the best to worst service you have gotten from your cards?

1.) Chase AF Cards (CSP, Ritz, etc..) - very rarely is there a wait time, no cluttered menu to get to a rep, very easy verification, and very pleasant to deal with. US based.

2.) Discover - I cannot say enough about how nice and helpful Discover CSRs are. They are patient and will explain anything to you. Only complaint is needing to give the entire 16 digit card number which can cumbersome depending on the situation. US Based as well.

3.) American Express - Cluttered menus that can cause a delay to get to a live person followed by needing card number to not get trapped in the menus of verification. The reps however are very nice and truly make the situation of going through the menus OK and sometimes even to the point I've forgotten the cluttered menu to reach them. Mostly US based; however I have had a few overseas persons. There is also some communication errors in CSRs (had to go through three to get a rep that understand that they could send me a chipped card for an upcoming trip to the UK.)

4 - Chase non AF. Very standard service; nothing amazing or bad but lots of menus.

I cannot comment on others as my portfolio is Chase, Discover, and AMEX.

Re: Best to Worst CC Customer Service

Anonymous — Thu, 05 Feb 2015 17:27:55 GMT

@Anonymous wrote:
What is your ranking of the best to worst service you have gotten from your cards?

1.) Chase AF Cards (CSP, Ritz, etc..) - very rarely is there a wait time, no cluttered menu to get to a rep, very easy verification, and very pleasant to deal with. US based.

2.) Discover - I cannot say enough about how nice and helpful Discover CSRs are. They are patient and will explain anything to you. Only complaint is needing to give the entire 16 digit card number which can cumbersome depending on the situation. US Based as well.

3.) American Express - Cluttered menus that can cause a delay to get to a live person followed by needing card number to not get trapped in the menus of verification. The reps however are very nice and truly make the situation of going through the menus OK and sometimes even to the point I've forgotten the cluttered menu to reach them. Mostly US based; however I have had a few overseas persons. There is also some communication errors in CSRs (had to go through three to get a rep that understand that they could send me a chipped card for an upcoming trip to the UK.)

4 - Chase non AF. Very standard service; nothing amazing or bad but lots of menus.

I cannot comment on others as my portfolio is Chase, Discover, and AMEX.

I tend to agree with this.

Place Capital One, CreditOne, and FP at the bottom.

Re: Best to Worst CC Customer Service

twist7d7 — Thu, 05 Feb 2015 17:34:27 GMT

@Anonymous wrote:
What is your ranking of the best to worst service you have gotten from your cards?

1.) Chase AF Cards (CSP, Ritz, etc..) - very rarely is there a wait time, no cluttered menu to get to a rep, very easy verification, and very pleasant to deal with. US based.

2.) Discover - I cannot say enough about how nice and helpful Discover CSRs are. They are patient and will explain anything to you. Only complaint is needing to give the entire 16 digit card number which can cumbersome depending on the situation. US Based as well.

3.) American Express - Cluttered menus that can cause a delay to get to a live person followed by needing card number to not get trapped in the menus of verification. The reps however are very nice and truly make the situation of going through the menus OK and sometimes even to the point I've forgotten the cluttered menu to reach them. Mostly US based; however I have had a few overseas persons. There is also some communication errors in CSRs (had to go through three to get a rep that understand that they could send me a chipped card for an upcoming trip to the UK.)

4 - Chase non AF. Very standard service; nothing amazing or bad but lots of menus.

I cannot comment on others as my portfolio is Chase, Discover, and AMEX.

I havent had to do this ever i dont think. Maybe because im calling from the phone number on my account?

I cant really say anything bad about any of the CSRs ive spoken with. For any of my cards

Re: Best to Worst CC Customer Service

Anonymous — Thu, 05 Feb 2015 17:36:44 GMT

1) Discover- human beings with language skills.

2) BOA- see above. Just less smiley

3) First Progress. Yea I know. and yea really.

4) US Bank not bad, not good

1,000,000) Cap1 The minute I can close this sucker I will. And I will call them anytime I need to not understand something.

Re: Best to Worst CC Customer Service

mongstradamus — Thu, 05 Feb 2015 17:38:45 GMT

@Anonymous wrote:
What is your ranking of the best to worst service you have gotten from your cards?

1.) Chase AF Cards (CSP, Ritz, etc..) - very rarely is there a wait time, no cluttered menu to get to a rep, very easy verification, and very pleasant to deal with. US based.

2.) Discover - I cannot say enough about how nice and helpful Discover CSRs are. They are patient and will explain anything to you. Only complaint is needing to give the entire 16 digit card number which can cumbersome depending on the situation. US Based as well.

3.) American Express - Cluttered menus that can cause a delay to get to a live person followed by needing card number to not get trapped in the menus of verification. The reps however are very nice and truly make the situation of going through the menus OK and sometimes even to the point I've forgotten the cluttered menu to reach them. Mostly US based; however I have had a few overseas persons. There is also some communication errors in CSRs (had to go through three to get a rep that understand that they could send me a chipped card for an upcoming trip to the UK.)

4 - Chase non AF. Very standard service; nothing amazing or bad but lots of menus.

I cannot comment on others as my portfolio is Chase, Discover, and AMEX.

i agree with this list. I have yet to really have to call barclays and citi only one time so far and it wasn't an horrible experience so far, both times i got an US CSR. CSP is soooo much better than when i have to call for chase freedom or ink plus.

Re: Best to Worst CC Customer Service

Anonymous — Thu, 05 Feb 2015 17:41:03 GMT

I know that many still have disdain for Diners Club CSRs from their application snafu back in October-November, but I have had nothing but great experiences in dealing with them since. I admittedly have used the DC concierge less than AMEX, but DC was helpful with dinner reservations. Same as AMEX.

1. Diners Club and AMEX (Platinum and Business-not sure if business is a different CSR team) Most frequently contacted and always a positive experience. Both with concierge and technical CSRs.

2. Cabela's - they are all good ol' midwesterns everytime I call. It is always a great experience and when they are unable to answer my questions, they research and call back.

3. Citi (Personal and Business) - I don't really find them to be terribly helpful or knowledgeable, but they get a decent place in the list because I always get what I want!

4. Discover, Chase, Barclay, Capital One - I very infrequently use my cards from these banks so I rarely call CSRs. They aren't necessarily bad, just somewhat irrelevant to me.

Re: Best to Worst CC Customer Service

twist7d7 — Thu, 05 Feb 2015 17:45:45 GMT

Discover - extremly frendly and US based

Chase - frendly and helpful

AMEX - Helpful and for the most part knowlegable

Cap1 - "Visa siggy whats that???"

M&T - Took 4 weeks just for them to get my aplication and the approved me for the wrong card....

Lowes - not enought time with them yet

Citi - I dont think I have ever called them.

Re: Best to Worst CC Customer Service

happypill — Thu, 05 Feb 2015 17:56:26 GMT

I don't have any ranking, but I do have some experiences to share.

BofA - Really difficult to even reach CS. Sometimes, their chat is so backed up a link isn't even available, and after getting a chat link, it took 10 minutes for a rep to join, and she took 2-5 minutes between responses. Like pulling teeth. Phone representative was friendly, but not really very knowledgeable or helpful.

Barclays - My one and only interaction with them was for recon. Picked up without no wait and the representative was engaged in trying to find a way to get me approved. Recon isn't exactly CS, but I had a great experience - not just because they approved me but because they looked deeper and asked intelligent questions.

Capital One - Haven't had much reason to contact them, but have been able to get a live person right away each time. Having to go through EO for many things is positive/negative. It's great that they can get stuff done for you, but it does take more effort.

Citi - I think I get a different rep because I have a business account (very old non-reporting TL). The reps I've spoked with are definitely not in the US, which always makes it more of a struggle, however they've generally been efficient. I do get the feeling that their CS reps don't really have the power to do anything for me, so that's definitely a negative.

Re: Best to Worst CC Customer Service

mikelo22 — Thu, 05 Feb 2015 18:04:27 GMT

This will definitley be a YMMV situation but for me...

1. Chase. They seem more knowledgeable and give you a straight answer. They also tend to have a bit more power/discretion to accomodate your request (if at all possible).

2. Citi. The CSR's aren't as knowledgeble as Chase's, hence why I usually escalate my problems quickly. But other than that, I almost always get what I want because like Chase, they tend to have a bit more power/discretion to accomodate your request.

3. Discover. It's nice being able to count on someone who is fluent in English. (Nothing is more frustrating when you just can't understand the CSR).

4. Amex. I don't use their CS often, but from limited experience, while the CSR's are kind and (usually) knowledgeable, they don't seem to have nearly as much discretion as other CCC's. And this is my main gripe. Since CSR's have pretty much zero discretion, they simply cannot help you and/or accomodate your request, so all they do is read from their script. And this really ticks me off. I wish AMEX would lax some of their hard rules. But one can dream, right?

5. US Bank. Their CSR is a mess. They seem to be scatterbrained and unknowledgeable. Top this with the fact that they seem powerless to do anything, very much like AMEX. CS seems to restrained by hard-and-fast rules set down from above so they are unable to accomodate any sort of your requests. I also have found their chats/practices to be deceiving at times, where they will tell you what they think you want to hear. Needless to say, I don't think I'll be doing business with US Bank again.

N/A: Barclays: Never had to contact their CS. Therefore, no opinion.

N/A: FNBO: Never had to contact their CS. Therefore, no opinion.

Re: Best to Worst CC Customer Service

wacdenney — Thu, 05 Feb 2015 22:18:44 GMT

I have too many to rank them all, but I can say that I agree with the idea that Chase, AMEX and Discover make up the top of the list and Cap 1 without a doubt is at the very bottom.

Re: Best to Worst CC Customer Service

ways2go — Thu, 05 Feb 2015 22:18:53 GMT

out of my 8 cards, i've only called two of them . NFCU and Cap One. Both of them have given me good service.

Re: Best to Worst CC Customer Service

kdm31091 — Thu, 05 Feb 2015 22:42:40 GMT

Best to worst -

Discover - friendly and usually solves my issue without a problem. CLI and APR reductions are frequent; I appreciate that

AMEX - sometimes hard to understand, but friendly. Again, they do SP CLIs and APR reductions, and without any arguing or hassle

Cap One - only really used EO once and they doubled my limit before the 6 month mark, and were nice about it. generic CSRs are ok for answering basic questions but can't really achieve anything for you. They are usually friendly, just not especially helpful, but I blame it more on how Cap One structures their company vs. the employees themselves. they can't help it if they are given no authority.

Chase - honestly, they have never been very helpful towards me, in the past w/ Freedom card or now with Amazon. It is basically widely known fact that they will not grow with you (regarding APR reductions and CLI). I don't habitually carry a balance anyway, but a lender should recognize when you are not a risky customer and adjust APR accordingly, IMO. The one positive with Chase is combining limits is simple, allowing me to get a high limit Amazon.

Neutral - Barclay and Comenity. Haven't contacted them for anything yet, so can't really say.

Re: Best to Worst CC Customer Service

RaiseMyScoreASAP — Mon, 27 Apr 2015 20:39:27 GMT

I got my first AMEX card in 1987. The company that used to be known for its great customer service has fallen and can't get up. It's very sad. I am thinking of having a wake for it since it appears dead and rotting. Every call I make to them takes endless pushing of menu option and I am always on a recorded line with a rep in India. Having any kind of discussion with that noise is difficult. And this is for a PRG card with a fee of $195 per year. I expect and deserve more. It took multiple calls to get my member since date corrected. It should have taken ZERO because it should have been correct from the beginning. (A supervisor finally got this fixed and he credited my account by $30 or something simply because of all of the calls I had to make. That's a positive.

Also, I got my newest card on March 18. AMEX changed its policy on backdating. So what I was led to believe would be listed as a 28 YEAR account is now listed as a 28 DAYS account. Big difference. Pretty bait and switch. I do agree in principal that the actual date should be reported rather than the member since date, but don't tell me one thing to get me to take out the card and then change your policy without notice or anything. I am just glad I didn't open multiple AMEX accounts! These days the AMEX customer service rivals that of TransUnion and that is not a compliment. On the bright side, I love the AMEX website and the app. (Good thing since talking to anyone is a frustrating waste of time.)

Chase and Discover are tops in my book. I get real people quickly and they go the extra mile. AMEX doesn't even go the mile. I have the Barclay Arrival+ card and noticed that I now get better service than when I only had the Apple financing Visa. Calls are answered in Nevada. Very helpful agents.

Re: Best to Worst CC Customer Service

Anonymous — Mon, 27 Apr 2015 20:45:52 GMT

To be fair- They all tend to be good sometimes and really bad when it comes to all these companies.

Re: Best to Worst CC Customer Service

Anonymous — Mon, 27 Apr 2015 21:17:24 GMT

Amex (when i had it) was excellent and probably the best overall.

Cap 1 for me over the past 3 years has been excellent. I have had success with chat, facebook, and follow up from the EO. I admit I had a poor experience with them back in 2004, but they really have been great lately.

really not much of a need to contact other issuers other than closing accounts (Legacy, First premier, Credit One).

Re: Best to Worst CC Customer Service

Sharingan — Mon, 27 Apr 2015 21:34:57 GMT

Discover - Always tops my list when these threads pop up. The experience is always pleasant, and I feel truly appreciated as a customer. The company I work for heavily emphasizes outstanding service for our customers, so I always praise other companies that do the same.

Chase CSP line - I always love it when I don't have to wade through a series of prompts and menus while constantly hitting 0 to try and get someone. The CSRs are always knowledgeable and eager to help. I will say that the overnight reps aren't as friendly, however.

Bank of America (when I had a card with them) - Extremely effective and efficient CSRs who know what they are doing and can communicate very well.

Every other her bank is meh. AmEx has some very rude and surly reps at times. Citibank's reps are always U.S. based for me, but they lack a lot of capabilities at the frontline, unlike my top choices.

Capital One (when I had their cards) was the worst. I cannot even begin to describe how giddy-headed and unintelligible some of the CSRs were when I called. It was so unbelievably frustrating trying to get valid charges processed or even to close the cards. Fortunately, I was able to close my last two online as of a year ago.

Re: Best to Worst CC Customer Service

Platinum — Tue, 28 Apr 2015 18:39:07 GMT

1. CSP

2. AmEx

Re: Best to Worst CC Customer Service

skorpyo3 — Tue, 28 Apr 2015 18:53:45 GMT

Capital One has been phenomenal with me. I spoke with a rep last week from the Richmond, Va center who gave me his personal ID, offered to give me a follow-up call(He actually called!), and told me I could contact him anytime(I did!). The EO has been awesome as well. Even their outsourced customer service reps are very professional and friendly. I have no complaints whatsoever. The rep who went out of his for me received a plaque for outstanding customer service. I shared my experience with his supervisor. Capital One has really stepped up their game from year's past.

Re: Best to Worst CC Customer Service

Anonymous — Tue, 28 Apr 2015 19:00:00 GMT

Amex has always been great for me, although I know some people have had bad experiences. Maybe I'm just lucky. Chase is right up there as well. Every time I have called the reps have been extremely helpful and professional. A couple years ago my vote would have gone to Amex but I honestly think Chase has surpassed them at this point.

Re: Best to Worst CC Customer Service

icyhot — Tue, 28 Apr 2015 19:17:43 GMT

1) BofA has been the best to me. Perhaps because I've been a banking customer with them for years. Anything I request, they give. CLIs, PCs, move limits to open another card, reconsiderations, everything. Only thing is you have to speak to a manager with more complicated things.

2) Citi is always polite and helpful. I hate that they can tend to be stingy with CLIs but they've always been helpful with moving limits. They seem to value you as a customer. The strict PCing and CLI rules is why they're under BofA.

3. Capital One sucks.

4. Haven't had much experience with Amex which is why they're last. They successfully reconed my app, which I heard never happens, but when I asked about my account I was given wrong info. Hopefully it will get better