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Thread: Your bank might give you a different level of phone customer service depending upon your account type

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    Your bank might give you a different level of phone customer service depending upon your account type

    Interesting experience I had with American Express.

    I had 4 cards with American Express.

    Two were business, two were personal. Business cards require a business TIN in order to get it (and the proper credit standing for that business). Personal cards simply require being creditworthy enough to get them.

    I had a Delta Gold Amex card. I got it only for the purpose of credit card bonus whoring, in early 2016. I ran up the $3000 required, then stopped using it. I briefly used it again in September during a gasoline promotion. Other than that, it was untouched for the past year.

    The Delta Gold Amex is available to a large number of people. It's a personal card, and the approval process for it is fairly lenient.



    On January 12, the card became a year old and they billed the $95 annual fee. For whatever reason, I never got that statement. I'm not just bullshitting here. I seriously never got the statement, and had no clue I owed the $95.

    Sometime around June 2016 (after I got the card), they notified people that they were no longer waiving the annual fee more than 30 days after it was charged, even if you canceled the card. That meant that I had until February 11, 2017 to cancel it and get my $95 BACK, or otherwise I would be stuck with it. I never got that notice, either, as it was attached to the June 2016 statement, and I had a zero balance, so I got no statement that month. (Or if I did, I opened up the statement, saw $0 on the front page, and threw it away.)

    So I happened to log into my account a few days ago and saw the $95 charge. I called Amex and asked if they could close the account and remove the $95.

    There were several reasons they should have said yes:

    - I was only a few weeks after the deadline to have canceled. All I wanted was the annual fee BACK after cancellation.

    - I didn't use the card at all in 2017, so I was getting no benefit from it.

    - I have a card I use actively with them (a business card), so I'm not just bonus whoring them.

    - I've had cards with Amex since 2001, with a perfect payment history.

    - It was reasonable that I wouldn't have known the changed policy, given that it was in June when I had a zero balance.


    I had nice memories of calling Amex customer service. Unlike other credit card banks, I had always encountered the following:

    - 24/7 availability of customer service reps.

    - Never reached a foreign call center.

    - Reps seemed intelligent and empowered to solve problems.


    In short, I believed Amex to be highly professional and the model for how credit card banks should handle customer service.

    That's what I was surprised by this experience.

    I called about this matter and got a foreign rep. I was told he could not waive the $95 fee, which wasn't a surprise, because foreign reps are rarely empowered to make exceptions.

    I asked if I could be transferred to the US.

    "I'm sorry sir, all I can do is transfer you back to the queue and you can hope you get a US rep."

    That never works. Indeed, I tried it, and got another foreign rep.

    I figured that perhaps this was because I called late at night. I tried the next day, and ran into the same situation.

    Finally I asked what could possibly be done. I was told that "retentions" in the US had to handle my request, and that they were available from 6am-4pm PST. However, they had no direct number.

    So I called back the next day, had to hold for a long time, got a foreign rep again, asked for retentions, waited another 15 minutes on hold, and finally reached the US.

    I thought I was home free, but no. The retentions rep told me that she wanted to help me, but "no one in the company is empowered to remove the $95 fee after 30 days", except for one corporate office which can't be reached by phone. I would have to write to the office, I was told. No way I was doing that, as those written requests for exceptions almost always get rejected.

    I asked for a supervisor. I waited on hold about 10 minutes. "They are swamped with calls right now, and can't take any more", I was told. "You'll have to try later."

    Next day I called, again during the 6am-4pm window. Asked for a supervisor. Again was told they were "really busy" and couldn't take my call, and that I would have to try "another time" (lol). I asked them to tell the supervisor that I had called a number of times already, and keep getting the same "try back later" crap. Didn't matter. Was still told I couldn't speak to one.

    "What can I do here? I can't keep doing this every day and getting the same 'We're too busy' answer", I protested.

    "Sorry, sir," was the cold response. "You can either keep trying or I can give you the address to write to corporate."



    Then a light bulb popped over my head.

    I also have the American Express Open Business Platinum, a business card. I had recalled that my customer service experiences with that card were excellent, with the last time being as recently as a few months ago.

    I grabbed that card and called the number on back.



    Immediately reached a US-based rep.

    "It's not about this card, but it's about my Delta Gold card," I told the rep. "Let me tell you what's going on...", and I gave him the story.

    "Hang on, sir, let me see what I can do."

    About 5-10 minutes passed.

    "Your Delta card is now closed, and the $95 has been refunded. Thank you for being a customer of American Express."


    Like night and day.

     
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    Owner Dan Druff's Avatar
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    I actually feel bad for the Average Joe customer of a lot of these companies.

    The typical customer gets shit service and tears his hair out trying to accomplish the smallest things, while the higher end customer breezes through and is treated like gold.

    I understand the concept of giving the higher-value customers better service, but this is an extreme.

    I really wish there was a law against banks, utilities, and health care companies outsourcing customer service.


    It's not just Amex. I have seen similar situations with other banks, and I've seen it with many other types of companies, as well.

    For example, if you call 800-CAESARS to book a reservation, you will likely get the Phillipines if you're a Gold, Platinum, or don't have a Total Rewards card, and a US-based rep (who is far more empowered) if you're Diamond or Seven Stars.

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    Not trying to be a dick, but :moonlanding

     
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    Owner Dan Druff's Avatar
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    Quote Originally Posted by Mintjewlips View Post
    Not trying to be a dick, but :moonlanding
    Yeah I know, I think I've even posted about other stories like this before.

    But this was a stark contrast, and it was the same customer with the same SSN with two different cards, getting WAY different levels of service based upon which card's phone # I called.

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    Master of Props Daly's Avatar
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    It's pay to play on all this shit. Get the $495 black Amex card and they will call you once a month and see if they can do anything for you.

    I had that same Delta gold card forever but it got to the point where there were no more direct flights from Boston/Florida to anywhere so it was useless.

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    Diamond hongkonger's Avatar
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    Quote Originally Posted by Daly View Post
    It's pay to play on all this shit. Get the $495 black Amex card and they will call you once a month and see if they can do anything for you.

    I had that same Delta gold card forever but it got to the point where there were no more direct flights from Boston/Florida to anywhere so it was useless.
    The Amex black card is only $495? The Centurion? I thought the fee on that bad boy was in the neighbourhood of $3K/year. My Platinum is $450, though really only $250 because they give you $200 in credits against airlines' bullshit fees.
    HILLARY WON

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    Gold Deal's Avatar
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    Problem is being worked on. Call centers will move to your for profit prisons soon. Nothing can go wrong sharing your info to a felon.
    Quote Originally Posted by Jasep View Post
    I have always tried to carry myself with a high level of integrity in the poker community and I take it very personally when someone calls that in to question.

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    Owner Dan Druff's Avatar
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    Quote Originally Posted by Deal View Post
    Problem is being worked on. Call centers will move to your for profit prisons soon. Nothing can go wrong sharing your info to a felon.
    I'll take this over the current situation.

     
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    Lol at chico loco being locked up and answering druffs call at the amex customer service center at pelican bay, over/under on how long in the conversation chico threatens to send vatos locos to his house?

     
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    Diamond hongkonger's Avatar
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    Quote Originally Posted by Deal View Post
    Problem is being worked on. Call centers will move to your for profit prisons soon. Nothing can go wrong sharing your info to a felon.
    This started happening a couple decades ago. Forced prison labor. If it's good enough for North Korea, it's good enough for America. Even better, it's for corporate profit! Take that, Kim Jong Un!
    HILLARY WON

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    Quote Originally Posted by Dan Druff View Post
    I actually feel bad for the Average Joe customer of a lot of these companies.

    The typical customer gets shit service and tears his hair out trying to accomplish the smallest things, while the higher end customer breezes through and is treated like gold.

    I understand the concept of giving the higher-value customers better service, but this is an extreme.

    I really wish there was a law against banks, utilities, and health care companies outsourcing customer service.


    It's not just Amex. I have seen similar situations with other banks, and I've seen it with many other types of companies, as well.

    For example, if you call 800-CAESARS to book a reservation, you will likely get the Phillipines if you're a Gold, Platinum, or don't have a Total Rewards card, and a US-based rep (who is far more empowered) if you're Diamond or Seven Stars.
    Etrade has the equivalent of casino hosts for their highest volume customers. If you generate enough commission in trades, they give you rakeback that is eligible for gift cards or tickets to high profile events like the Superbowl.

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    Silver ThreeBet's Avatar
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    Quote Originally Posted by Dan Druff View Post
    I really wish there was a law against banks, utilities, and health care companies outsourcing customer service.

    Be patient

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    If you can't pay cash you can't afford it.

    On a side note my parents never went anywhere, literally.

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    Diamond PLOL's Avatar
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    Quote Originally Posted by hongkonger View Post
    Quote Originally Posted by Daly View Post
    It's pay to play on all this shit. Get the $495 black Amex card and they will call you once a month and see if they can do anything for you.

    I had that same Delta gold card forever but it got to the point where there were no more direct flights from Boston/Florida to anywhere so it was useless.
    The Amex black card is only $495? The Centurion? I thought the fee on that bad boy was in the neighbourhood of $3K/year. My Platinum is $450, though really only $250 because they give you $200 in credits against airlines' bullshit fees.
    No, he doesn't know what he's talking about. The black card is way more. He's probably thinking of the platinum, which is $450. But heads up because some changes are coming to Amex platinum. The fee is going to go up to $550, and I believe this new fee goes into effect May 1st. You'll get a $15/mo uber credit to help offset the higher fee along with a few other things (like it'll be a metal card now, lol). Amex is trying to stay relevant because they're bleeding customers to Chase but these new changes are not going to help. Amex Platinum is honestly a joke compared to the Chase Sapphire Reserve. Only reason I'd want an Amex platinum is if I lived in a city where I was using the Centurion or Delta lounges a lot. But even then I'd just have the card but not actually use it since it's not a particularly rewarding card on swipes, except when using it for airfare (5x pts).

    I think Amex is still trying to live off "status". Older people seem to attach status to using certain Amex cards, but I don't think millennials care very much. The platinum card is seen as being exclusive, but honestly it's not a particularly hard card to get. Just have good credit and pay the annual fee and you can get one.
    Last edited by PLOL; 03-05-2017 at 10:08 PM.
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    Quote Originally Posted by verminaard View Post
    Just non-stop unrelenting LGBT propaganda being shoved down our throats.

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    Platinum Krypt's Avatar
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    Quote Originally Posted by PLOL View Post
    Quote Originally Posted by hongkonger View Post

    The Amex black card is only $495? The Centurion? I thought the fee on that bad boy was in the neighbourhood of $3K/year. My Platinum is $450, though really only $250 because they give you $200 in credits against airlines' bullshit fees.
    No, he doesn't know what he's talking about. The black card is way more. He's probably thinking of the platinum, which is $450. But heads up because some changes are coming to Amex platinum. The fee is going to go up to $550, and I believe this new fee goes into effect May 1st. You'll get a $15/mo uber credit to help off set that along with a few other things. Amex is trying to stay relevant because they're bleeding customers to Chase but these new changes are not going to help. Amex Platinum is honestly a joke compared to the Chase Sapphire Reserve. Only reason I'd want an Amex platinum is if I lived in a city where I was using the Centurion or Delta lounges a lot. But even then I'd just have the card but not actually use it since it's not a particularly rewarding card, except when using it for airfare.

    I think Amex is still trying to live off "status". Older people seem to attach status to using certain Amex cards, but I don't think millennials care very much. The platinum card is seen as being exclusive, but honestly it's not a particularly hard card to get. Just have good credit and pay the annual fee and you can get one.
    I've had the AMEX gold (I know, I know) for 6 years now, and I'm ready to switch to something else. What's the most optimal play here?

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    Diamond PLOL's Avatar
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    Quote Originally Posted by Krypt View Post
    Quote Originally Posted by PLOL View Post
    No, he doesn't know what he's talking about. The black card is way more. He's probably thinking of the platinum, which is $450. But heads up because some changes are coming to Amex platinum. The fee is going to go up to $550, and I believe this new fee goes into effect May 1st. You'll get a $15/mo uber credit to help off set that along with a few other things. Amex is trying to stay relevant because they're bleeding customers to Chase but these new changes are not going to help. Amex Platinum is honestly a joke compared to the Chase Sapphire Reserve. Only reason I'd want an Amex platinum is if I lived in a city where I was using the Centurion or Delta lounges a lot. But even then I'd just have the card but not actually use it since it's not a particularly rewarding card, except when using it for airfare.

    I think Amex is still trying to live off "status". Older people seem to attach status to using certain Amex cards, but I don't think millennials care very much. The platinum card is seen as being exclusive, but honestly it's not a particularly hard card to get. Just have good credit and pay the annual fee and you can get one.
    I've had the AMEX gold (I know, I know) for 6 years now, and I'm ready to switch to something else. What's the most optimal play here?
    Convert the Amex Gold card into an Amex Blue Cash Everyday card (no annual fee). Then go and get the Chase Sapphire Reserve, but make sure you sign up in a physical chase branch before March 12th so you get the 100k bonus points. How much a point is worth sort of depends, but it's worth a minimum of 1.5 cents on travel. I tend to value them at about 1.7 cents. So the sign up bonus is worth about $1,700. There's a $450 annual fee, but really it's only $150. You get a $300 travel credit and that travel credit automatically applies to ALL travel purchases so it'd be impossible not to use it (uber, flights, hotels, tolls, parking, trains, rental cars, etc). Compare this to the Amex Gold/Plat where you can only use the airline credit on ancillary airline fees, which makes it much harder to use. You'll also get complimentary TSA pre-check and access to some airline lounges (in DC there's 3 different lounges you can use). Now for every swipe you'll get 3x points on dining and 3x points on travel (so that's about 5% back on those categories), and 1x point on everything else.

    Now that you have those two cards you can use your Amex BCE for Supermarkets (3%) and Gas Stations (2%), and use your CSR for Dining (5%) and Travel (5%) and all other purchases (1.7%).

    If you wanted to add a third card, you might want to consider the Chase Freedom. It's very powerful in combination with the CSR because you can transfer your freedom points to your CSR so you'll get 8.5% back on quarterly rotating categories (right now it's gas). And there's no annual fee associated with that card

     
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    Quote Originally Posted by verminaard View Post
    Just non-stop unrelenting LGBT propaganda being shoved down our throats.

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    Platinum Krypt's Avatar
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    Soooo apparently chase doesn't do business in the DMV areaa

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    Diamond PLOL's Avatar
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    Quote Originally Posted by Krypt View Post
    Soooo apparently chase doesn't do business in the DMV areaa
    Oh wow, didn't realize that. I assumed they were everywhere. That sucks because if you apply online the sign-up bonus is 50k, so a difference of about $850. When Chase first dropped this card, they announced it with a 100k sign-up bonus. They did this in lieu of a traditional advertising campaign. They essentially wanted it to spread via word of mouth so they attached a bonkers introductory sign-up bonus when the card was announced last summer. Then in January they dropped the sign-up bonus down to 50k for online (but for some reason they gave a 2 month extension if you apply in a physical branch). But after March 12th the 100k bonus will drop down to 50k across all platforms, where I'm guessing it'll stay for good. Chase took such a big hit from the sign-up bonus that in their quarterly conference call they announced something like $300 million in losses associated with this card. The long term goal obviously being to get people to carry a balance and pay interest

     
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    Quote Originally Posted by verminaard View Post
    Just non-stop unrelenting LGBT propaganda being shoved down our throats.

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    Owner Dan Druff's Avatar
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    Boy, it fucking hurts me that I can't apply for this card and get the 100k, because I'm banned from new Chase cards for all of 2017.

    Krypt, why don't you just take a drive out of your metro area and visit a Chase branch elsewhere?

    It's 170 miles to Trenton, NJ for you. That's the closest one I see.

    Perhaps that would be worth the 50k extra points if they're valued at 1.5c each?

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    I imagine these customer service reps are getting paid different amounts, which may be a factor here. Someone who is getting $20/hr has likely been doing it longer and/or they have a higher level of education and professionalism. Someone who is making $12/hr is likely to be more unhappy and have fewer permissions, etc. They also are less likely to give a shit whether you get what you want.

    I've noticed that the front lines of customer service don't really care about you or their job beyond what is required of them. I always try to get transferred to a supervisor or manager if I sense for a second that this person has no access and is just trained to try to get me to email and get off the phone.

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