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Credit Card Lender Satisfaction

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MasonK
Frequent Contributor

Re: Credit Card Lender Satisfaction

My interaction with AmEx on the one time I had to call them was awful- CSR was telling me that the hotel I booked through FHR was not on the FHR list, then put me on hold for 90 minutes before hanging up on me. I consider that to be a very bad one-off experience even though I have no other reference.

 

Discover, Chase, and CapitalOne, however, have all been great. Discover and CapOne have both had multiple fraud charges to the card limits and they took care of it in under five minutes with almost no hold time in the queue.

1/1/16 FICO8 Scores: EX: 407, EQ: 403, TU: 455
1/1/23 FICO8 Scores: EX: 832, EQ: 820, TU: 834
FICO9 EX: 818
Total Revolving Limits: $131,800

Message 11 of 19
DONZI
Established Contributor

Re: Credit Card Lender Satisfaction

@MasonK, do you recall if that call was direct to amex travel or routed there from the number on the back of the platinum?

 

There are limitations with all the representatives whether it be specific to product or service or technical which is understandable IMO. In particular, website issues or discrepancies like you mention, landed me with the digital assist team. The initial CSR did what they could and/or documented the problem to pass along.

 

Ironically there are things none has been able to really explain or fix. EG: where is the CLI button?  Missing enrollment for the 'Premium Car Rental Status' benefit for the Platinum for Schwab.

 

I am not surprised however since the website problems are way out of the scope of anyone who is expected to talk with customers on the phone... aside from perhaps validating it has a problem. Overall I think CSR do what they can within their ability and try to escalate it without us needing to ask, hence the transfer to someone they understand has been trained more specifically for the issue at hand.

 

I may push for some sort of escalation past the digital assist team, just to see if it's possible. Some of the website problems I face are extremely counter productive.

 

I'd be inclined to consider your 90 minute wait time and dropped connection completely unintentional and perhaps simply a technical crack you had the unfortunate 'luck' of falling into.

 

I've called amex and spoken to card services, travel, digital assist and probably other reps and don't think I've ever waited beyond 5-10 minutes for a call transfer. If my wait got longish more often than not I'd have the original rep drop in and let me know they're there and sometimes offer to call me back when they have the xfer party on the line if call volume was really heavy or there was 'research' needed on their part.

 

I have noticed a difference in customer service between calling the number on the back of my BCE Vs the platinum, but I can understand that. Although I generally start a call with the platinum CSR phone number for any card now, I've never had any disgruntled feelings when using the number for the BCE or Gold card.

 

Discover has heard from me a few times, but that has been similar to the BCE, have always felt satisfied with the service. Once when I first got the discover, there was a somewhat strange feeling dealing with a fraud specialist. It was something about a question I had IIRC.. I've never reported or had any fraud with the card, but was transferred to them for something I can't remember anymore. Kind of felt like an inquisition for a brief time, but nothing else stuck in my memory about it since the ~10-12 months of that call.

 

Fifth Third I've called several times in the past and like Synovus the CSR for these institutions are notably more hamstrung in what they can do and confidently respond. Not bad service, just very different than the experience with Discover and American Express.

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paypal credit imagecredit card imagecredit card imagecredit card imagecredit card imagecharge card imagecredit card imagecredit card imagecharge card imagecharge card image
[2020-12-09]=[EQ8|786]-[TU8|746]-[EX8|772] .... gardening until I can't (again).
[2023-10-01]=[EQ8|797]-[TU8|776]-[EX8|775]
Message 12 of 19
MasonK
Frequent Contributor

Re: Credit Card Lender Satisfaction


@DONZI wrote:

@MasonK, do you recall if that call was direct to amex travel or routed there from the number on the back of the platinum?

 

There are limitations with all the representatives whether it be specific to product or service or technical which is understandable IMO. In particular, website issues or discrepancies like you mention I've encountered land be with the digital assist team after anyone before that tried to do what they can and/or document the problem to pass along.

 

Ironically there are things none has been able to really explain or fix. EG: where is the CLI button?  Missing enrollment for the 'Premium Car Rental Status' benefit for the Platinum for Schwab.

 

I am not surprised however since the website problems are way out of the scope of anyone who is expected to talk with customers on the phone... aside from perhaps validating it has a problem. Overall I think CSR do what they can within their ability and try to escalate it without us needing to ask, hence the transfer to someone they understand has been trained more specifically for the issue at hand.

 

I may push for some sort of escalation past the digital assist team, just to see if it's possible. Some of the website problems I face are extremely counter productive.

 

I'd be inclined to consider your 90 minute wait time and dropped connection completely unintentional and perhaps simply a technical crack you had the unfortunate 'luck' of falling into.

 

I've called amex and spoken to card services, travel, digital assist and probably other reps and don't think I've ever waited beyond 5-10 minutes for a call transfer. If my wait got longish more often than not I'd have the original rep drop in and let me know they're there and sometimes offer to call me back when they have the xfer party on the line if call volume was really heavy or there was 'research' needed on their part.

 

I have noticed a difference in customer service between calling the number on the back of my BCE Vs the platinum, but I can understand that. Although I generally start a call with the platinum CSR phone number for any card now, I've never had any disgruntled feelings when using the number for the BCE or Gold card.


I honestly don't recall if I called the number on the card or the Concierge line. At the end of the day, it was an Amex Platinum Cardholders group that answered my question which was a lack of Platinum benefits even though I booked through the Amex portal. It was my first time using the portal to book a trip and I, as have many first-timers, learned that if you book flight+hotel, you don't get FHR/FHC benefits.

 

Like I said, I was not thrilled by the experience. However, I don't think my experience is the norm.

1/1/16 FICO8 Scores: EX: 407, EQ: 403, TU: 455
1/1/23 FICO8 Scores: EX: 832, EQ: 820, TU: 834
FICO9 EX: 818
Total Revolving Limits: $131,800

Message 13 of 19
DONZI
Established Contributor

Re: Credit Card Lender Satisfaction

@MasonK wrote:

Cardholders group that answered my question which was a lack of Platinum benefits even though I booked through the Amex portal. It was my first time using the portal to book a trip and I, as have many first-timers, learned that if you book flight+hotel, you don't get FHR/FHC benefits.

Like I said, I was not thrilled by the experience. However, I don't think my experience is the norm.

I see. Maybe the booking presentation changed since you booked.

 

My recent bookings, experimenting with the flight+hotels, gave me the impression the package savings were partly related to the lack of FHR or HC perks as the hotels are all listed with white background with no specific FHR/HC mentions anywhere.

 

I wasn't too concerned about it since I was initially trying to reduce the total cost, and the hotel I chose wasn't normally part of FHR or HC anyhow.

 

Later I decided to sift though the days individually for hotel booking and see what popped up.. In the end, I wound up finding a nice combination of FHR, HC and best rate bookings. Hotel hopping will be kind of neat since I'd never been to the area and there are a lot of great looking hotels.

2014 credit2020 credit2021 credit2023 credit
paypal credit imagecredit card imagecredit card imagecredit card imagecredit card imagecharge card imagecredit card imagecredit card imagecharge card imagecharge card image
[2020-12-09]=[EQ8|786]-[TU8|746]-[EX8|772] .... gardening until I can't (again).
[2023-10-01]=[EQ8|797]-[TU8|776]-[EX8|775]
Message 14 of 19
MasonK
Frequent Contributor

Re: Credit Card Lender Satisfaction


@DONZI wrote:

I see. Maybe the booking presentation changed since you booked.

 

My recent bookings, experimenting with the flight+hotels, gave me the impression the package savings were partly related to the lack of FHR or HC perks as the hotels are all listed with white background with no specific FHR/HC mentions anywhere.

 

I wasn't too concerned about it since I was initially trying to reduce the total cost, and the hotel I chose wasn't normally part of FHR or HC anyhow.

 

Later I decided to sift though the days individually for hotel booking and see what popped up.. In the end, I wound up finding a nice combination of FHR, HC and best rate bookings. Hotel hopping will be kind of neat since I'd never been to the area and there are a lot of great looking hotels.


Yes- the package savings are all back-ended through Priceline so you won't get the FHR/FHC/status boosts that you'd get for a normal portal booking for credits or direct-booking for status. Sometimes it's postive-value to book FHR/FHC, sometimes it's cheaper overall to book package, sometimes direct. It all depends on how much time we all want to spend in order to wring every ounce of benefits; that's why we call it The Game.

1/1/16 FICO8 Scores: EX: 407, EQ: 403, TU: 455
1/1/23 FICO8 Scores: EX: 832, EQ: 820, TU: 834
FICO9 EX: 818
Total Revolving Limits: $131,800

Message 15 of 19
DONZI
Established Contributor

Re: Credit Card Lender Satisfaction

It was definitely like a game for me this time around! Smiley LOL

 

Spreadsheet, numerous travel and hotel sites open, reviews, etc. Normally I like to keep it simple but this will be my first time in Vegas and when I noticed the huge difference in price among days and taking into account the vast amenities at a lot of the places I decided to micro manage the lodging for the 8 nights.

 

At this point I have come out ahead Vs the flight+hotel route. The logistics of the ground transportation I've not ironed out yet, so that may change things. In all, I expect it's going to be great and rack up plenty of additional spending. It's kind of a bucket list trip since I'm not a gambler.

2014 credit2020 credit2021 credit2023 credit
paypal credit imagecredit card imagecredit card imagecredit card imagecredit card imagecharge card imagecredit card imagecredit card imagecharge card imagecharge card image
[2020-12-09]=[EQ8|786]-[TU8|746]-[EX8|772] .... gardening until I can't (again).
[2023-10-01]=[EQ8|797]-[TU8|776]-[EX8|775]
Message 16 of 19
SoCalGardener
Valued Contributor

Re: Credit Card Lender Satisfaction

Great thread! Thanks for posting.

 

The graphics are eye-opening. I'm *shocked* that Cap1 ranks as high as it does--it should be no surprise to anyone who's read my posts that I'm not exactly a fan. But I'm not at all shocked that Discover and Amex do the 1-2 swap at the top. I love them both, and can't say enough about their customer service and the value of their respective cards. Cap1? Not so much...

Amazon Prime Store CardAmerican Express Blue Cash Preferred CardAmerican Express Everyday CardBank of America Customized Cash VisaCapitalOne Quicksilver MastercardCapitalOne Quicksilver VisaCapitalOne Walmart Rewards MastercardChevron Texaco CardCiti Double Cash MastercardDiscover More CardJCPenney Gold MastercardOverstock.com CardSportsmans Guide Rewards VisaSynchrony Home Card
Message 17 of 19
Crowhelm
Established Contributor

Re: Credit Card Lender Satisfaction

I think if credit unions would be in this  mix there would be not one bank in the top five. Maybe not even top ten. Credit unions is the way to go for average folks like myself. Way better service and you are not treated like a number, you always feel like a part of the family. 







Message 18 of 19
805orbust
Valued Contributor

Re: Credit Card Lender Satisfaction

How about Chase?  Amazing. And it seems their algorithms and computer systems are built to the same standards 🤣  TOTALLY agree with @SoCalGardener on Cap1,  had I not been backended by Worlds Foremost (Cabelas) and Sync (WalMart) I would never have signed up with them.



Message 19 of 19
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