Cards with US based customer servie

[Anonymous]

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.

[Anonymous]

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.

[creditguy]

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. 😔

[UncleB]

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...

[jbsea]

FNBO is US based. 

[CreditCuriosity]

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.

[Anonymous]

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.

[takeshi74]

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@trumpet-205 wrote:

AMEX I think is US based service.

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

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

[Anonymous]

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. >_<

[CreditCuriosity]

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@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. >_<

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Take some deep breathes