topic Re: Vast difference in customer service between card issuers in Credit Cards

Vast difference in customer service between card issuers

SRT4kid93 — Sat, 24 Aug 2024 20:19:18 GMT

I have recently acquired 3 new credit cards all within the past 3 and I wanted to share my experience with all 3 issuers.

i started off with credit one. They have the worst customer service by far and it's not even close. For me the biggest thing is when I call in, I have called probably 2 dozen times and every time I have gotten an agent not In the US. And it sounded and felt like they were reading from a script.

They have absolutely no power to do anything to help you. For example I hit my max of 4 payments within a month, and they could not push my 5th payment through, even after I offered to pay a fee. You ask them questions and they give you the most generic scripted answer that gives you no real information. When I asked to speak to a supervisor they said a manager would call me back, and then they never did.

They charge you to make a payment. $7.95. And if you don't pay the fee, the payment takes 2-3 weeks to process. So you really have no choice. They charge an annual fee for a terrible card. I have ever heard of them charging you for a CLI. I got an auto CLI, but they only gave me $200 more credit. Then when I have requested another CLI the computer automatically rejected me saying "my account hasn't been open long enough for a credit limit increase"... but if that is the case, how did I already receive one? And of course, when I called in to ask about it, they couldn't understand me, and read from a script and kept saying the same thing over and over again.

Next was my capital one, leaps and bounds over credit one. But still not good. When I call in, I got an agent inside the US probably 80% of the time. Which is a start. But when I asked if they could express ship my card for a fee they said they could not. Even after I offered to pay for it. They do not offer the ability to pay using a debit card, only via bank account. So Payments with them take a long time to process.

finally, I got a card with chase. I'm glad to see some companies still know how to do business. Their customer service was the best out of the bunch. When I asked if they could expedite my card, she was able to immediately help and send my card 2 day for no charge. Little things like that matter.

the reps are actually able to assist you, imagine that! Giving your customer service representatives the ability to actually assist people! So far there has not been a question they could not answer or a problem they couldn't solve. The exact opposite of credit one, who couldn't do anything.

there is also small things like the reconsideration line, and the fact that when I applied I needed to speak with someone to ensure it was not fraud. And it was actually me opening the account and not someone else. All these things matter to me.

Customer service, being treated like a person and not a paycheck, and actually being able to talk to someone and get my questions answered are the most important things to me. And unfortunately that sort of thing has gone way downhill since the widespread use of computers.

I don't want a computer looking over my case, computers have not feelings and therefore do not care about you or your situation.

anyways, I have heard Amex is even better than chase. Like I said, I'm glad there are still companies out there that value customer service.

Re: Vast difference in customer service between card issuers

jj10939 — Sat, 24 Aug 2024 21:22:03 GMT

Capital One used to have one of the best customer service teams in the industry IMO. This was circa 2015ish. I actually recall calling the back door number and speaking with an underwriter regarding a CLI. There was a shift sometime after that which appears to have shifted all decisions via a computer algorithm. I find CO CS to be friendly; albeit, they really can't go beyond what their system allows.

As for AMEX, against popular opinion on this forum, I find their CS to be...meh. I agree they are friendly but I don't feel they have ever done anything above any other CCC out there.

I find Discover to have the very best customer care in the industry (IMHO, of course). Calls are almost always answered within one min by knowledgeable and friendly U.S. based reps. They also seem to have more autonomy to get things done. I'm riding on year 3 of a 0% "retention" purchase APR. I say it like that because I hardly even had to ask. Reps seem more than willing to extend another 12 month promo at the end.

I don't call CS often, but have noticed the above throughout the years.

Re: Vast difference in customer service between card issuers

lyTENciL — Sat, 24 Aug 2024 21:52:04 GMT

I only have experience with credit cards from Chase, Discover, Navy Fed, Amex and US Bank. I have had deposit accounts with dozens more.

I crown Discover as the best. US-based phone and chat 24/7 with super knowledgeable and competent reps who are friendly and professional.

Chase reps are near the bottom for me- non US based no matter when you call, will tell you any old boiler plate drivel, sometimes with attitude like when I asked for biz card to be expedited. Often I get, "not paid enough to deal with this" vibes, and they've tried to stiff me on rewards requiring CFPB intervention after several failed phone calls. Chase SM tends to fare a little better, though they will often send you form responses that misunderstand your issue.

Navy Fed is great, almost as good as Discover.

Haven't dealt with Amex on actual

problems but they've been great answering questions by phone and chat.

US Bank reps were US-based when I phoned and were average, not spectacular, but got the job done eventually.

Re: Vast difference in customer service between card issuers

lyTENciL — Sat, 24 Aug 2024 22:04:07 GMT

Just remembered something against US Bank- their frontline reps could not recognize the phone number of their verification team so my attempts to ensure that the text I received was not a phish attempt would have failed totally had I not been confident that it was a genuine text. But since it had all the hallmarks of a phish, I followed best practice of calling the main phone line myself to be transferred- which they could not do and didn't even know that Verifications Dept was still open at that hour. I had to raise the specter of a phish in order to be transferred to a supervisor who then got me to Verifications. The guy that handled my ID check sounded p***ed that their CSRs were so poorly trained.

Re: Vast difference in customer service between card issuers

unsungivy — Sat, 24 Aug 2024 22:12:31 GMT

@SRT4kid93 wrote:
I have recently acquired 3 new credit cards all within the past 3 and I wanted to share my experience with all 3 issuers.

i started off with credit one. They have the worst customer service by far and it's not even close. For me the biggest thing is when I call in, I have called probably 2 dozen times and every time I have gotten an agent not In the US. And it sounded and felt like they were reading from a script.

They have absolutely no power to do anything to help you. For example I hit my max of 4 payments within a month, and they could not push my 5th payment through, even after I offered to pay a fee. You ask them questions and they give you the most generic scripted answer that gives you no real information. When I asked to speak to a supervisor they said a manager would call me back, and then they never did.

They charge you to make a payment. $7.95. And if you don't pay the fee, the payment takes 2-3 weeks to process. So you really have no choice. They charge an annual fee for a terrible card. I have ever heard of them charging you for a CLI. I got an auto CLI, but they only gave me $200 more credit. Then when I have requested another CLI the computer automatically rejected me saying "my account hasn't been open long enough for a credit limit increase"... but if that is the case, how did I already receive one? And of course, when I called in to ask about it, they couldn't understand me, and read from a script and kept saying the same thing over and over again.

Next was my capital one, leaps and bounds over credit one. But still not good. When I call in, I got an agent inside the US probably 80% of the time. Which is a start. But when I asked if they could express ship my card for a fee they said they could not. Even after I offered to pay for it. They do not offer the ability to pay using a debit card, only via bank account. So Payments with them take a long time to process.

finally, I got a card with chase. I'm glad to see some companies still know how to do business. Their customer service was the best out of the bunch. When I asked if they could expedite my card, she was able to immediately help and send my card 2 day for no charge. Little things like that matter.

the reps are actually able to assist you, imagine that! Giving your customer service representatives the ability to actually assist people! So far there has not been a question they could not answer or a problem they couldn't solve. The exact opposite of credit one, who couldn't do anything.

there is also small things like the reconsideration line, and the fact that when I applied I needed to speak with someone to ensure it was not fraud. And it was actually me opening the account and not someone else. All these things matter to me.

Customer service, being treated like a person and not a paycheck, and actually being able to talk to someone and get my questions answered are the most important things to me. And unfortunately that sort of thing has gone way downhill since the widespread use of computers.

I don't want a computer looking over my case, computers have not feelings and therefore do not care about you or your situation.

anyways, I have heard Amex is even better than chase. Like I said, I'm glad there are still companies out there that value customer service.

Yes, AmEx is better than Chase. Chase is far from terrible, but I've run into a few issues where all they do is submit a ticket, and then send me a letter... when I desperately need to talk to someone actually in the right dept who can do something. Nope, ticket, and runaround. I gave up after 3 times of them blowing me off. And once, I was on hold for an hour and a half and then my call got dropped.

AmEx has bent over backwards for me anytime I've had an issue. One time I broke a glass water bottle I'd had only about a month, and it was still covered by the Purchase Protection with the AmEx it was on. The claim was stupidly easy to submit, and approved very fast... full refund to buy a new one without even needing to submit pictures or anything.

The only complaints I can make about AmEx is they won't lower your APRs from what you are initially assigned, no matter if all your subsequent cards are at their best APR, and that they didn't approve my most recent CLI 😜.

Discover was good when I had them, but I didn't feel like they were willing to go the extra mile for me, whereas AmEx makes me feel special.

Re: Vast difference in customer service between card issuers

MissLiz — Sun, 25 Aug 2024 11:11:34 GMT

Although I recently discussed how I want to throat punch Capital One, I can say I've always received excellent service from their CSR's.

Re: Vast difference in customer service between card issuers

NoMoreDebt — Sun, 25 Aug 2024 13:27:16 GMT

@unsungivy wrote:

Discover was good when I had them, but I didn't feel like they were willing to go the extra mile for me, whereas AmEx makes me feel special.

This is my experience as well and i have dealt with them all through the years including cap1 and fnbo etc. I find myself preferring and using my Amex's over my other cards regularly and actually closed my cap1 and fnbo yesterday. Finding more value in using them solely than chasing that very last point or percent of cash back.

Re: Vast difference in customer service between card issuers

Thomas_Thumb — Sun, 25 Aug 2024 14:16:27 GMT

My experience:

Discover and AMEX top tier in customer service.

Citi not so much. Citi offshores a lot, CSRs can be hard to comunicate with. Support departments are fractured meaning you get bounced around. Follow-up communication on fraudulent charges was lacking. Had to keep checking back. They took no initiative to text, email or snail me any info confirming my complaint was being investigated or had been resolved. Verbal discussions are insufficient.

Bank of America and Elan have been ok but, not great. Last time I had a card managed by Cap One was 2011 (a Best Buy store card before they switched to CBNA). No issues with Cap One.

Re: Vast difference in customer service between card issuers

SRT4kid93 — Sun, 25 Aug 2024 14:36:28 GMT

I have never dealt with citi bank.

I curious how they would stack up against chase, who is their biggest competitor I believe.

I would also like to mention that TD bank is the worst and I will never ever deal with them again after the experience i had with them. They are straight up thieves who will steal your money.

Re: Vast difference in customer service between card issuers

Horseshoez — Sun, 25 Aug 2024 14:46:12 GMT

@SRT4kid93 wrote:
I have never dealt with citi bank.

I curious how they would stack up against chase, who is their biggest competitor I believe.

I would also like to mention that TD bank is the worst and I will never ever deal with them again after the experience i had with them. They are straight up thieves who will steal your money.

Wow, I seriously don't understand all of the anti-TD rhetoric; they are easily the best bank I've ever done business with.

Re: Vast difference in customer service between card issuers

SRT4kid93 — Sun, 25 Aug 2024 15:03:47 GMT

I don't know why other people dislike them but in my case I had a checking account with them as a teenager and I had some thief charge a bunch of **bleep** to my account and he must have provided the account and routing number to the vendors because whatever he did it put my account negative $2500. I had to have my grandfather help me pay it back.

And then when I tried to use them years later, they claimed I never paid them back, and froze my account and took all the money I had in there claiming it was to pay them back. Even after I showed them the receipt pricing I already paid

Re: Vast difference in customer service between card issuers

Anonymous — Sun, 25 Aug 2024 16:23:46 GMT

@SRT4kid93 wrote:
I don't know why other people dislike them but in my case I had a checking account with them as a teenager and I had some thief charge a bunch of **bleep** to my account and he must have provided the account and routing number to the vendors because whatever he did it put my account negative $2500. I had to have my grandfather help me pay it back.

And then when I tried to use them years later, they claimed I never paid them back, and froze my account and took all the money I had in there claiming it was to pay them back. Even after I showed them the receipt pricing I already paid

Yes, but did they outsource their call centre! Actually, that sounds really bad. Did you get legal advice in either case? Originally, did you have an overdraft facility that allowed $2,500 overdrawn (as a teen...) Today you may not get your money back from a fraud, but you usually don't have to pay extra!

Re: Vast difference in customer service between card issuers

Anonymous — Sun, 25 Aug 2024 16:29:28 GMT

One issue with ranking CS is that while there can be general trends, it can depend on the problem. Several years ago the complaint with Capital One is that the CSRs weren't empowered, basically had to follow a script. This was the time where Exec Office worked to get around this.

For me, most recently with US Bank on the Altitude Reserve. I have found service good on the few times I have needed it, but when the rewards messed up (no mobile wallet 3x starting Jan 1) it was very difficult to get anyone to really look at the problem, and some just made stuff up in the standard "get the customer off the line" approach. OK, that was very hard for a CSR, but these situations are the ones that really test the situation, and are the ones that matter most.

Re: Vast difference in customer service between card issuers

SRT4kid93 — Sun, 25 Aug 2024 16:39:14 GMT

@Anonymous

i was in no position to hire a lawyer and take on a giant bank in a legal dispute. My family and I decided it was best to just pay them the money.

honestly it was my fault for giving them a second chance and going back to them. After they refused to cover fraud/the lost money and I cut ties, I should have never given them a second chance.

back then TD had an option that left you over draft your account for heavy fees. The idea was that if you were broke and needed money, you could take money out of the atm to cover the purchase. Making the customer happy, and then TD got to charge you fees for doing this. So TD was happy. You could even take money out of the atm if your account was negative.

this feature probably aided the criminal, but from what I understand. When using the account and routing number to buy things. It will allow you to overdraft the account by thousands of dollars, and then all the charges will get returned once they realize you don't actually have the money to cover it. But whoever stole my account info didn't care about that, they got their items and left me to deal with the backlash. And TD fraud department at that time stunk. I guess they didn't believe me cause I was young? Not sure.

when you use a debit card it makes sure the money is there instantly, but using the account number it takes a couple days. So that was the big issue.

then when I gave them the second chance I showed them the receipt the local branch gave me proving i paid the $2500 back but they said because their system still said I owed the money they were going to take everything in my account and there was nothing that could be done. And like I said I wasn't in a position to sue. So they won that battle. And I swore to never use them for anything again.

Re: Vast difference in customer service between card issuers

SRT4kid93 — Mon, 02 Sep 2024 15:11:30 GMT

Wanted to update on chases customer service

Update:

I made my first payment with chase and it posted the next business day. Not only that, but it also affected my available credit the next business day as well. Very impressed!

The fact that it was my first ever payment. Makes it double impressive. And add in that today is a federal holiday and the payment still posted today makes it even more impressive.

capital one put a 10 business day hold on my first payment, chase said hold my beer!

Re: Vast difference in customer service between card issuers

TrapLine — Mon, 02 Sep 2024 23:33:19 GMT

Surely do not want to challenge "Miss Liz" for fear of a "throat punch" that could be forth coming ...

Got'ta love it

Re: Vast difference in customer service between card issuers

TrapLine — Mon, 02 Sep 2024 23:42:53 GMT

For my comment on Chase, I am afraid to ask the CRs to do much. They often know what to do but then cause problems with my profile when they do something. My history with them is over 18 years. Back ten years or more ... no fear.

Of late, they have played havoc with my account payment accounts, lost my personal card off the online, removed my address from the system and as to different cards and rewards ... never seem to get it completely right. Fortunately, the computer says I have one card but the rewards actually works for the card account I really have. Ole saying, let sleeping dogs lay.

Got my online sign in fixed ... not going to mess with all the other oddities and just live with them. Also found the business CRs seem to be better than the personal CRs so I call the business telephone number.

Chase NEVER used to be like that.

Re: Vast difference in customer service between card issuers

ElvisCaprice — Mon, 02 Sep 2024 23:49:58 GMT

If you want to get something serious done with U.S. Bank, make the first call to their CSR, keep it brief. Wait for the customer service email then complain. That will elevate your needs and within a few days you will get a call from someone who can get things done.

Re: Vast difference in customer service between card issuers

ElvisCaprice — Mon, 02 Sep 2024 23:52:00 GMT

@ElvisCaprice wrote:
If you want to get something serious done with U.S. Bank, make the first call to their CSR, keep it brief. Wait for the customer service email then complain. That will elevate your needs and within a few days you will get a call from someone who can get things done.

customer service survey

Re: Vast difference in customer service between card issuers

Gregory1776 — Tue, 03 Sep 2024 04:04:01 GMT

Imma jump in - I love discover, though I wish they'd give me another CLI.
Amex I haven't had to call to much but they've been good. Idk if I remember quite correctly - but sometimes maybe rushed off the phone.

Nah that's definitely Citi, which is absolutely horrible - just opened an account with them (simplicity) which my SL was (understandably) low, but CLIs have been impossible. They rush me off the phone - always foreign, in a rush. I'm really considering never opening another account with them because it's a miserable experience. I do want the AA Executive based on the awesome experience someone has with it.

US Bank seems like they have low quality CSRs. I really hope they sent me the correct credit card. I just did a PC to a Cash+ and I'm seeing "perks+" in the email and tracking link, idk what card that is but it's 5% back in the travel center and I do not want that.
Minimal experience with Wells Fargo..

I have been frustrated with PenFed for years.