Sunday, November 2, 2008

Customer Dis-Service

Ever been disrespected by your credit card company? I hear it happens all the time to folks who, ummm, pay their bills.

Apparently, in some meeting, the smart people at the top decided to treat all their customers the same.

Pay your bill or don’t pay your bill, you will be calling someone in a distant land, who doesn’t quite understand what you say, no matter what you say, or how you say it and they will deny charges and create embarrassing situations, perhaps, even ruin your relationship with stores, business people and even with your employer, and why?

The answer comes in broken English, “You are using your credit card.”

But what are the details you ask? Perhaps, there was something wrong… something happening that was unusual that alerted the security department to suspend credit?

Here are the gory details: low pending balance plus one family birthday (sent flowers to grandma), business expense (charged a gift to a client), cold weather (charged a purchase of kids’ jackets) and craft projects (Christmas is Coming)…

Was the balance approaching the limit? No… not half way.

Was there a late payment? No… everything’s on time.

Were the charges all at once (like a stolen credit card)? No… charges were made over several days.

The account history shows that credit card use goes up this time of year. So, what’s the problem?

Retail Establishments encouraging spending this time of year should note that some credit card companies are working against them. So, if sales don’t go up put the blame where it belongs, on companies that treat their good customers the same as bad customers. Disrespectfully”.

“So why,” the customer asks, “would you not approve the charge?”

Customer Dis-Service: “You used your credit card.”

Customer: “Was there a problem?”

Customer Dis-Service: “No, no problem.The security department denied the charges.”

Customer: “Did they try to call me to find if they were my charges?”

CD-S: “No. The security department only denies charges.”

C: “I’m sorry, I don’t understand.”

CD-S: “You were using your card.”

C: “Yes, I used my card. But why was the charge denied? Am I close to my credit limit?”

CD-S: “No You have $****.** still available. “

C: “But they denied this $114.00”

CD-S: "Yes"

C: “And didn’t call?”

CD-S: “No, they don’t call”

C: “So they don’t want my business?”

CD-S: “Oh, you are a good customer”

C: “Will they call the company back and amend the situation?”

CD-S: “Amend?”

C: “Yes, will the security department or you, customer service, call the company that you denied the charges and tell them that my account is fine and put the charge through.”

CD-S: "No, you will call them, please."

C: “So won’t correct this situation with the company for me.”

CD-S: "You will call them, and tell them we said your credit is okay.”

C: “But you just told them it was denied.”

CD-S: “Yes, Can I Help You with Something Else?”

C: “Well, you haven’t exactly helped me with this. You do realize that I’ll be using a different company.”

CD-S: “Thank you. Can I Help You with Something Else?”

C: “You’re in India, aren’t you?”

CD-S: “Yes”

C: “Have A Great Day!”

CD-S: “Thank you.”

The security department didn’t pend the charge, they denied it. The guy in India didn’t understand or didn't care that I'll put the charge on a different company's account, didn’t understand or didn't care that it was a problem for me to call them to find out that there was nothing wrong, they just wanted me to call… Isn’t that special?

I’m not sure, but... I think someone doesn’t have a clue


anaggh said...

I agree with you post, but think the bias towards India out sourcing is unwarranted. I have faced similar situations with Amex, Hertz etc. during my travels across the globe.

Kate said...

Sorry, not bias, just the way it happened, this time...

Customer Dis-service is a global problem, an equal opportunity turn-off with no particular politics, country of origin or ethnic background required...