topic Re: cc with best and worst customer service in Credit Cards

cc with best and worst customer service

Anonymous — Wed, 29 Jan 2014 23:32:01 GMT

I thought this would be a useful post. As the title suggests, from your personal experience, which credit card issuers overall has the best and worst customer service? It can be any creditor, such as banks, credit unions, etc. Please elaborate as to why.

From my own experience:

Best: American Express

Worst: Capital One

I haven't had AMEX for very long, but they've always been pretty courteous to me, and a couple of claims I filed were honered with no hassels at all. The reps also seemed to genuniely care about my satisfaction with the account and customer service. So long as things continue to be good, I plan to keep the account open indefinitely.

Capital One, on the other hand, never seems to resolve much of anything until you get the EO involved, and even then, it can be a questionable outcome. For example, they refused to remove their duplicate tradeline when my Best Buy account was transferred to Citi, effecting my AAOA, even though Citi was reoprting the exact same information (open date, payment history, etc). Also, it seems you often have a language barrier with the front line reps. I will never apply for an account owned by them again.

Re: cc with best and worst customer service

-Wade- — Wed, 29 Jan 2014 23:43:58 GMT

@Anonymous wrote:
I thought this would be a useful post. As the title suggests, from your personal experience, which credit card issuers overall has the best and worst customer service? It can be any creditor, such as banks, credit unions, etc. Please elaborate as to why.

From my own experience:
Best: American Express
Worst: Capital One

I haven't had AMEX for very long, but they've always been pretty courteous to me, and a couple of claims I filed were honered with no hassels at all. The reps also seemed to genuniely care about my satisfaction with the account and customer service. So long as things continue to be good, I plan to keep the account open indefinitely.

Capital One, on the other hand, never seems to resolve much of anything until you get the EO involved, and even then, it can be a questionable outcome. For example, they refused to remove their duplicate tradeline when my Best Buy account was transferred to Citi, effecting my AAOA, even though Citi was reoprting the exact same information (open date, payment history, etc). Also, it seems you often have a language barrier with the front line reps. I will never apply for an account owned by them again.

For the best i would have to go With Discover over Amex. The reason is Discover is in the good ole USA and every time i call them they give me the service that i want.

Other than wanting to do a hard pull everytime i ask for a CLI

Re: cc with best and worst customer service

Themanwhocan — Wed, 29 Jan 2014 23:46:22 GMT

The worst is USA Prime Credit.

Re: cc with best and worst customer service

Pat94108 — Wed, 29 Jan 2014 23:50:26 GMT

To me, Best: Amex, Chase

Worst: Capital One.

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 00:14:41 GMT

Best: Discover, Amex

-> They know what they are doing.

Between: Chase

-> Overall good, but not great IMO

Moderate: BoA, Capital One,

-> Never had problem with. but for BoA, had problem with unsecuring secured card

Worst: Citi

-> Wanted to change card design, but why are they talking about photocard every time I contact them?

Re: cc with best and worst customer service

grinlikechelsea — Thu, 30 Jan 2014 00:43:57 GMT

Best: Discover, Chase, Amex, and Cap 1's EO.

Worst: Huntington and BoA/FIA. Huntington was the worst to deal with when I had my credit card stolen. Whenever I call BoA/FIA (backdoor), I just get transferred around.

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 01:17:52 GMT

I'll add that the Chase Sapphire team is up there, and sometimes, exceeds AMEX in my experience. Chase's EO has been good to me too. Their other areas are so-so. Discover has been good to me as well, with the exception that they almost always side with merchants on chargebacks. Discover EO has been good overall as well.

Citi has surprisingly been pretty good to me on the Best Buy card, though I do wish they'd let me PC to a platinum MasterCard. Sadly enough, Citi has given me much better service than I received from Capital One. I'll also note that HSBC was at the bottom with Capital One in my experience with them.

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 01:30:53 GMT

USAA always has friendly, helpful people.

Amex is hard to beat overall, though.

Chase and Citi are very good, for me.

I let cards from companies with bad service go.

Re: cc with best and worst customer service

EmmyWannabeOrman — Thu, 30 Jan 2014 02:00:38 GMT

Capital One, they helped me tremendously with the Secured card... But the reps are never consistent

Re: cc with best and worst customer service

juggalo9er — Thu, 30 Jan 2014 02:11:42 GMT

@EmmyWannabeOrman wrote:
Capital One, they helped me tremendously with the Secured card... But the reps are never consistent

+1 as much as every thread of my body wants to dislike capitol one, i really cann't as they did issue my first credit card after bankruptcy

Re: cc with best and worst customer service

BearsAndTurtlesRtheBest — Thu, 30 Jan 2014 04:14:44 GMT

My dad called WF so he could get the "mountain design" since he currently has a CC that has his own design which I think looks really tacky, so I told him to call them and request a Mountain design

Well after transferring him to 4 REPS they would all tell him the same that you can customize it using their blah blah blah, 2 of those reps where very unpatient. Has anyone had success doing this?

Re: cc with best and worst customer service

dabrian — Thu, 30 Jan 2014 05:38:11 GMT

Hard to imagine someone having better CS than Discover, everytime I call they have been nothing but topnotch.

Re: cc with best and worst customer service

Chris679 — Thu, 30 Jan 2014 05:54:00 GMT

Here is how I grade them on my personal experiences:
AMEX (A): the gold standard
Citi (A): use this card the most by far and they treat me well
Discover (B): super friendly and knowledgeable, easy to PC to the It card but would not do CLI without HP
Capital One (B): EO is awesome but the normal CSRs are brutal
Chase (C): very friendly and knowledgeable but would not PC my Slate to Freedom or do CLI because the computer would not allow it, supervisor even acknowledged that it would be their lose since I'll just use other cards
Bank of America (F): CSR said my CLI would be soft pull and it was not, it was not and was denied. After two calls to backdoor CA I got it but no excuse for bad info from CSR

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 06:08:50 GMT

+1 as much as every thread of my body wants to dislike capitol one, i really cann't as they did issue my first credit card after bankruptcy

Why would you WANT to dislike them?

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 06:12:29 GMT

After two calls to backdoor CA I got it but no excuse for bad info from CSR

I work in a call center and I can tell you from personal experience that you really can't blame the company because a CSR gave you bad info. Across the board, this is the way it is. It's just the nature of the business.

Re: cc with best and worst customer service

chwebb1 — Thu, 30 Jan 2014 06:26:49 GMT

Best: Discover. I love their reps (they're always nice, friendly, and personable). They always answer my questions/resolve my issues professionally. They're based in the US. I sometimes forget I'm talking to a bank with them (in a good way).

2nd Best: American Express. Their dispute process is relatively painless. They generally side with the cardmember too. The "extras" that come with the card like return protection are easy to claim, prompt in paying out claims, and generally very good. Amazing credit lines and SP for CLIs. I sometimes get phone reps not based in the US when I call (boo). That is the only thing that prevents me from putting them above Discover, because otherwise, they're essentially the same, customer service wise.

Good: Barclays: I don't really have much to say about them that's negative. The reps are US based (for the Ring at least). They're helpful and courteous too.

Good: Citi: The only real complaint that I have about them is the fact they try to sell me on a BT when I call. When you call someone in the card side of things, you get a US based rep. Their online support team isn't based in the US in my experience, and they are definitely less helpful than the card customer service people. Otherwise, I'm happy with them.

Meh: BB&T: Nothing to say about them one way or the other. The only real reason I cancelled their card is the fact that the rewards are crappy.

Meh: Bank of America: Their reps aren't particularly helpful. I called to make sure I set up my auto-pay correctly, and they just told me "Go look at the website". Thanks, I know how to see that it appears that I've set it up correctly, I just want confirmation that I did so. It's only my credit at stake here. They only have around $30 billed to their card, so it's not super important how their customer service is to me though. My other cards are my daily spenders.

Meh-Bad: Chase: Their CSRs aren't helpful at all, and they don't seem to care about what issues or concerns you have. Good riddance to them.

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 06:41:21 GMT

@chwebb1 wrote:
Best: Discover. I love their reps (they're always nice, friendly, and personable). They always answer my questions/resolve my issues professionally. They're based in the US. I sometimes forget I'm talking to a bank with them (in a good way).

2nd Best: American Express. Their dispute process is relatively painless. They generally side with the cardmember too. The "extras" that come with the card like return protection are easy to claim, prompt in paying out claims, and generally very good. Amazing credit lines and SP for CLIs. I sometimes get phone reps not based in the US when I call (boo). That is the only thing that prevents me from putting them above Discover, because otherwise, they're essentially the same, customer service wise.

Good: Barclays: I don't really have much to say about them that's negative. The reps are US based (for the Ring at least). They're helpful and courteous too.

Good: Citi: The only real complaint that I have about them is the fact they try to sell me on a BT when I call. When you call someone in the card side of things, you get a US based rep. Their online support team isn't based in the US in my experience, and they are definitely less helpful than the card customer service people. Otherwise, I'm happy with them.

Meh: BB&T: Nothing to say about them one way or the other. The only real reason I cancelled their card is the fact that the rewards are crappy.

Meh: Bank of America: Their reps aren't particularly helpful. I called to make sure I set up my auto-pay correctly, and they just told me "Go look at the website". Thanks, I know how to see that it appears that I've set it up correctly, I just want confirmation that I did so. It's only my credit at stake here. They only have around $30 billed to their card, so it's not super important how their customer service is to me though. My other cards are my daily spenders.

Meh-Bad: Chase: Their CSRs aren't helpful at all, and they don't seem to care about what issues or concerns you have. Good riddance to them.

I definitely agree with you on one point with AMEX: it's rather annoying to get reps that are overseas at times. When I've called on a couple of occassions, I've asked to be transferred to a rep in the United States. It isn't that the first rep was being unhelpful so much as I couldn't understand the individual. It certainly is nice that Discover always has US based reps, and are very professional and courteous as well. The problem I have with Disover, as mentioned previously, is that they almost always side with the merchant in the even of a transaction dispute. This is why I'm very selective as to where I use it. The fact that AMEX is nearly the opposite in this case, in addition to being very good about honoring benefit claims, is why I personally rate them above Discover.

Re: cc with best and worst customer service

SunriseEarth — Thu, 30 Jan 2014 06:48:08 GMT

@Anonymous wrote:
I thought this would be a useful post. As the title suggests, from your personal experience, which credit card issuers overall has the best and worst customer service? It can be any creditor, such as banks, credit unions, etc. Please elaborate as to why.

From my own experience:
Best: American Express
Worst: Capital One

I haven't had AMEX for very long, but they've always been pretty courteous to me, and a couple of claims I filed were honered with no hassels at all. The reps also seemed to genuniely care about my satisfaction with the account and customer service. So long as things continue to be good, I plan to keep the account open indefinitely.

Capital One, on the other hand, never seems to resolve much of anything until you get the EO involved, and even then, it can be a questionable outcome. For example, they refused to remove their duplicate tradeline when my Best Buy account was transferred to Citi, effecting my AAOA, even though Citi was reoprting the exact same information (open date, payment history, etc). Also, it seems you often have a language barrier with the front line reps. I will never apply for an account owned by them again.

It's accurate information. Why should they faulted for reporting accurate information?

I haven't always achieved my desired results with the CapOne EO, but they have provided excellent service for me.

Re: cc with best and worst customer service

Anonymous — Thu, 30 Jan 2014 07:18:48 GMT

Threads like this are often very subjective and biased, as evident from some of the posts.

When a customer gets to have his way, whether it is for an approval, CLI request, upgrade, sp CLI, etc., they are happy.

When things don't go the way they hope, they are unhappy, and most of the time the customer service department bears the brunt of the blame.

Re: cc with best and worst customer service

CreditScholar — Thu, 30 Jan 2014 07:40:00 GMT

@Anonymous wrote:
Threads like this are often very subjective and biased, as evident from some of the posts.

When a customer gets to have his way, whether it is for an approval, CLI request, upgrade, sp CLI, etc., they are happy.

When things don't go the way they hope, they are unhappy, and most of the time the customer service department bears the brunt of the blame.

+1. I find that it's often impossible for people to be objective regarding matters such as these.

Many people take credit so personally, can't even recognize things that are really their own fault, and/or don't understand how the game is played. It's often much easier to blame the lender and call it poor customer service (or as some like to put it, "CUSTOMER RISK").