Is it worth it to push an issue with my credit card?
February 20, 2008 8:37 PM Subscribe
Should I try to escalate my recent experience with my credit card provider? Please help me understand what I might be able to gain from doing so.
posted by handful of rain to work & money (15 answers total)
The short question (many more details below): What action items are within the power of a typical supervisor in a credit card call center? What might that person be able to do to make amends for an egregious customer service experience?
Background: I am a platinum account holder with a major American bank (which I will not name in this question). Prior to a recent trip to Europe I was trying to be a responsible card holder and assemble information in case my wallet were lost or stolen. Since it is often not possible to call the usual toll-free 1-800 numbers you would call in the US, most cards also have another number to call collect from outside the US. My debit card listed both of these numbers on the back, but my platinum Master Card only listed a 1-866 "automated account information" number.
I poked around on my web account for the card and couldn't find the number I needed. I then tried using the customer service portal to make my query. I cannot reproduce the text of my query here because my messages were mysteriously deleted following what happened next, but it was along the lines of: "I am planning a trip to Europe and would like to know what number to call in the event my card is lost or stolen. Is the number different than the one I would call in the US?"
The next day - 24 hours before I left on my trip - I discovered that my card had been canceled as a result of my question. I phoned in and got a rather apologetic representative, but there was nothing that could be done. He offered to send a new card overnight FedEx, but could not guarantee that it would arrive before I left for my trip at 9 am the next day. I did not want a FedEx envelope with a credit card sitting on my doorstep for a week, so I declined his offer and said that I would call again after my trip to have the card reissued. I am 100% clear that he understood I did not want the card sent - he repeated that no action would be taken until I call.
Fast forward to my return home - there's a week-old FedEx envelope on my doorstep with a new card.
I'm really, really annoyed about this. I feel that I have had a horrible experience that is not in any way my fault, that my direct instructions were ignored, and that having the FedEx envelope on my doorstep for a week was a breach of security on a couple of levels (advertising no one was in my house and also exposing my credit card to theft). I am capable of calling and having a rational conversation about this, but I'm not sure if it is worth it.
If I did call, what might I be able to ask of the bank to make amends for my experience? My card doesn't offer any points or bonus air miles or anything like that. I've also never carried a balance forward, so they've never make a penny in interest off me. Will they even care if I cancel my card?
I feel the ideal thing to do would probably be for me to cancel the card and move my bank, but that's a rather large project and I don't have a lot of time for it right now. I also don't know what other bank I'd go to - I have a feeling they are all probably equally terrible at some level.
I usually resolve situations like these by deciding that sometimes annoying things happen in life, and it's probably not worth my time and angst to pursue it. This feels different. Can anyone weigh in one way or the other, or tell my what I might be able to expect in terms of compensation?