topic Re: Cards with US based customer servie in Credit Cards

Cards with US based customer servie

creditguy — Mon, 05 Oct 2015 18:37:14 GMT

Tried to log into cap one this morning and was prompted that my account was disabled and no reason was given. Called to a distant land and spoke to a person I could hardly understand, on a phone line with quality that sounded like it was from a different century, long story short, 45 minutes later account access restored and I was told I entered a wrong username and was locked out, whatever!! Anyway I recently called discover and had my call answered almost instantaneously and spoke to a person in the US and was done in less than two minutes, phenomenal service. So I am curious are there any other cards that have US based customer service? I don't call that often and it may not be a big deal to some, but when you need service, it's great to be able to understand and be understood when dealing with customer service, especially when it comes to credit and personal info.

Re: Cards with US based customer servie

mitchblue — Mon, 05 Oct 2015 18:41:42 GMT

I spoke to a Barclay customer service once recently and he spoke perfect English. Whether he was from US, Canada or whatever I understood him easily enough.

Re: Cards with US based customer servie

trumpet-205 — Mon, 05 Oct 2015 18:45:08 GMT

AMEX I think is US based service. While I'm not sure if BofA gurantees US based service every time I called them I had American answering my call.

To be fair, just because the customer service is US based doesn't mean you will get good service. Barclay is US based, yet I had nothing but bad things to say about their customer service.

Cards issued by credit union should most of the time be US based.

Re: Cards with US based customer servie

mongstradamus — Mon, 05 Oct 2015 18:42:36 GMT

@creditguy wrote:
Tried to log into cap one this morning and was prompted that my account was disabled and no reason was given. Called to a distant land and spoke to a person I could hardly understand, on a phone line with quality that sounded like it was from a different century, long story short, 45 minutes later account access restored and I was told I entered a wrong username and was locked out, whatever!! Anyway I recently called discover and had my call answered almost instantaneously and spoke to a person in the US and was done in less than two minutes, phenomenal service. So I am curious are there any other cards that have US based customer service? I don't call that often and it may not be a big deal to some, but when you need service, it's great to be able to understand and be understood when dealing with customer service, especially when it comes to credit and personal info.

I am not sure about cap one , everytime i have called i have been sent to india. I think you can request being transferred to somebody in US, i am not sure if you can with cap one, you can with amex i believe.

As far as which cards you will guarantee getting an US based CSR , discover is probably only one guaranteed. The last few times i called barclays i spoke with us based csr but i am not sure if thats due to it being an aviator card or not. Also CSP you are guaranteed to speak to us based csr, but other chase cards not so much..

Re: Cards with US based customer servie

Anonymous — Mon, 05 Oct 2015 19:05:35 GMT

Amex is most certainly NOT U.S. based. Majority of my experiences with calling Amex are similar to the OP thread.
When I called Citi using the regular customer service number it was not U.S. based but when I use the number specific to my card it is so might depend on the card. Im thankful.
Barclay has been 100% U.S. so far, haven't had any issues with bad service.
Discover as mentioned is 100% U.S. service.

Re: Cards with US based customer servie

DantGwyrdd — Mon, 05 Oct 2015 19:08:16 GMT

I think Cap One definitely also has US-based CSRs, but whether you get sent to the US ones or the foreign ones depends on what you're calling about (i.e., which department handles your issue). I'm fairly certain I talked to a US-based rep when I called to ask about changing the foreign travel advisory I had set.

P.S. I'm also guessing the general call quality for foreign-based reps is poor in general since they almost definitely use VOIP to cut costs.

Re: Cards with US based customer servie

Anonymous — Mon, 05 Oct 2015 19:12:17 GMT

Capital one offers online chat, it's the easiest way to deal with capital one's customer service. Well that actually goes for any credit card company with chat service.

Re: Cards with US based customer servie

DantGwyrdd — Mon, 05 Oct 2015 19:15:54 GMT

@Anonymous wrote:
Capital one offers online chat, it's the easiest way to deal with capital one's customer service. Well that actually goes for any credit card company with chat service.

Plus, it offers you a way to save your interaction when you're done and then you have a clear record of who said what. I always print the chat log to a PDF file and keep it around just in case.

Re: Cards with US based customer servie

creditguy — Mon, 05 Oct 2015 19:16:56 GMT

I am aware of capital ones chat and have used it with no issues, but like I said I was locked out of online access so that was not an option. Believe me I didn't call them because I like talking to them.

Re: Cards with US based customer servie

kdm31091 — Mon, 05 Oct 2015 19:58:44 GMT

Discover is US based and excellent. US Bank has similarly been pretty good.

Amex is not US based....garbled, foreign CSRs who don't understand me.

Capital One....I've had people who speak perfect English answer before, but that doesn't mean they were able to help me!

Re: Cards with US based customer servie

Anonymous — Mon, 05 Oct 2015 20:05:10 GMT

I've called Cap1 four times now. The first time I was needing help getting my password/online account set up. CSR had a thick accent and was difficult to understand. A few months later I called to see about having that card changed to a QS1. This time it was definitely U.S. based. Then I called twice about possible fraud on my Venture. Again, U.S. based. I think it's either random or possibly tied to the product/service.

Re: Cards with US based customer servie

Anonymous — Mon, 05 Oct 2015 20:06:44 GMT

Something I learned a while ago from being in Customer Service on the Call Center side, you can actually request your call be transferred domestically. I'm not sure how many acutally impose or acknowledge it but I do know a few companies I've worked for have had it written in our handbooks for servicing calls. I have a problem only once agent begins to patronize me or I really can't understand what they're saying. Then I shutdown and stop listening or even wanting to resolve my issue.

I recently took to Twitter with one company about it and they actually emailed me a direct person to talk to.

Re: Cards with US based customer servie

creditguy — Mon, 05 Oct 2015 20:08:31 GMT

I agree that speaking perfect English is no guarantee of getting the help needed. It does however make it easier to understand whether they can help or not. Good customer service is a rare thing anywhere these days I guess. I was just frustrated that it took 45 minutes to do something that should have taken 5 minutes. 😔

Re: Cards with US based customer servie

UncleB — Tue, 06 Oct 2015 09:12:51 GMT

I've dealt with Discover once, and like others have said they were in the U.S. and were fantastic. I've not yet had to deal with Amex.

My own Capital One calls have all reached someone in the U.S. It might have something to do with the time of day (I generally call earlier in the day, and on a week day) but the CSRs I've talked to have been really good.

I'll also add that I've also had good experiences with CSR overseas... I once got a Dish Network CSR who was somewhere in Asia (memory is fuzzy, but I think it was Singapore). Her English was great (as was her attitude) and she got the problem cleared up quickly.

It's really a YMMV thing...

Re: Cards with US based customer servie

jbsea — Tue, 06 Oct 2015 09:29:48 GMT

FNBO is US based.

Re: Cards with US based customer servie

CreditCuriosity — Tue, 06 Oct 2015 12:01:42 GMT

Us Bank and Discover are definitely Us Based.

Some others it depends on the tier of the card.. For Example my Amex Platinum and Chase CSP I have always got us based CSR's. If I have called the Freedom or ED numbers it is off shored... So based on the card as well, just not the company for certain cards.

Re: Cards with US based customer servie

Anonymous — Tue, 06 Oct 2015 12:39:55 GMT

I think it's also important to remember that having U.S.-based service also doesn't guarantee perfect English, in the same way that perfect English doesn't guarantee great service.

Anyway, sometimes I get a fluent speaker with Chase. Sometimes I don't, but the signal is still good, so it's not tough to understand.

Re: Cards with US based customer servie

takeshi74 — Tue, 06 Oct 2015 12:41:56 GMT

@trumpet-205 wrote:
AMEX I think is US based service.

@Anonymous wrote:
Amex is most certainly NOT U.S. based.

Depends on the specific product. CS is not the same for all AmEx products. Be careful extrapolating broad trends based on limited sample data.

Re: Cards with US based customer servie

Anonymous — Tue, 06 Oct 2015 12:51:20 GMT

For the love of....you know what I'll modify my previous statement. Amex is most certainly NOT 100% U.S. customer service based. Apologies for leaving out 100% but I figured that was implied based on the original post. Has nothing to do with extrapolating broad trends based on limited sample data! Simply sharing MY personal experience. >_<

Re: Cards with US based customer servie

CreditCuriosity — Tue, 06 Oct 2015 13:38:54 GMT

@Anonymous wrote:
For the love of....you know what I'll modify my previous statement.Amex is most certainly NOT 100% U.S. customer service based. Apologies for leaving out 100% but I figured that was implied based on the original post. Has nothing to do with extrapolating broad trends based on limited sample data! Simply sharing MY personal experience. >_<

Take some deep breathes