Freakin' Unbelievable, Really

[DavidCBaker]

I'm pissed and smiling, wonder how the hell we got to this place where employees have become mindless robots without any sense of customer service, culture, discretion, and understanding of loyalty.

Today I got our credit card statement and noticed a $10 card replacement fee on there. A few weeks ago a restaurant that we'd eaten at was apparently breached and someone got our number and tried to charge something to it. The Visa people called me right away to make sure it was a legitimate charge, and I said no, so they canceled that card and issued us a new one. They never said anything about the $10 fee, though I'm sure it was buried in the agreement in 3-point type.

So, here's my perspective on it. I don't give a dam@ about the $10, but I've been with this company for 28 years! The card has a $20,000 limit. We've ALWAYS paid it off in full every month. Never been late for anything. Plus...and here's the real hook...this was not my freakin' fault. I didn't lose the card or hand someone my number. A Visa vendor we patronized didn't treat it securely.

So I called this bank:

How may I help you sir?

I said I'd like to cancel my card, after nearly 3 decades, unless you can remove this fee. It's not my fault, as you know.

I'm sorry, sir, but I cannot remove that fee. There is no discretion for that one. Maybe if it was an interest rate or finance charge, but not that fee.

Are you serious? It wasn't my fault? Let me talk to a manager, then, Jason. Thanks.

Sir, I am the manager.

Why are you answering the phone, then?

Well, we're really busy and so I'm filling in.

Okay, then can you remove that fee?

No, sir, I have no discretion on that charge.

I thought you said you were the manager?

I am.

Okay, then give me another number I can call to speak with someone who does have that discretion.

Okay, sir. Call 1-800-xxx-xxxx.

......

So I call that number and it's disconnected. :grin:

Truck every last one of them. I get a dozen credit card solicitations a week, and I'm moving on. But some policies need to be changed, or this guy needs to have his ass kicked to the street.

[Guest JHatmaker]

It's a credit card company...doesn't surprise me one bit. And you're right, I'm sure on your original application there was some sort of fine print on replacing lost or stolen cards.

American Express is the best though, several years ago, they were promoting this new travel insurance, to where if you were involved in a plane crash that you purchased your ticket with the AMEX, you'd get $100,000. They made this seem like that's what you'd get if you died, so I figured, great, a little extra insurance money for my family if something happens. It was like $5 extra added on to the ticket price, so I figured it was no big deal.

About a month later I get this letter in the mail from AMEX about a class action lawsuit against them b/c of this policy. Turns out some people tried to collect but didn't get any money; so AMEX issued the office "circumstances" for actually recieving payment since they had left it out of the original contract. It read something along the lines of this (I swear...): $25,000 payable to persons injured if they lose one eye; $50,000 payable if you lose both eyes; $25,000 if you lose one arm; $50,000 if you lose both arms; same with the legs (and the cap was set to $100,000 for any combination).

I was laughing my a$$ off. We could continue the service or cancell it and get an $80.00 settlement. I cancelled and got my $80! I'll never forget that one.

Edited July 23, 2009 by JHatmaker

[Wingshooter]

They're sharks, man. To them, you are a bad customer because you pay it off every month - they want your interest (and $10 fee).

I'm trying to get rid of my credit cards (got a little debt to get off first ). That's awesome if you maintain the discipline to pay it off every month, but I pay cash (or debit card) for everything now. Credit cards are part of the enemy (for me anyway).

[Daniel]

I agree with you. My wife has a gap card that we pay every single month in full and are never late. She has it because they send extra discounts and ads to card holders. Anyway. She sent a payment in and it was lost in the mail apparently. We went to one of their stores and went to pay and were told that the card was on hold. She called the number on the back and was told that we had a charge that had not been paid from the month before and as such could not use our card. After speaking with them and them looking at our record and seeing that it is paid in full every month they still would not release the hold. She was very pissed and debated never shopping in any store they own again (old navy, gap, banana republic). She decided instead upon suggestion from her father to write a letter, not an email, to the president of the company. He of course did not reply himself but we did get a phone call and written response from a customer service executive apologizing and were given the discount credit for the items we had planned to purchase and a couple other things I dont recall off hand. This situation is obviously not the same but it reminded me of ours.

[Guest JHatmaker]

I've heard letters vs emails work better as well. I've always written letters when I'm complaining and they seem to get a better response.

[BryanP]

I've been with this company for 28 years! The card has a $20,000 limit. We've ALWAYS paid it off in full every month.

The CC industry has a name for people like you (and me for that matter). They call us deadbeats. Seriously. They don't want you to pay it off every month. They make their money with interest charges on outstanding balances.

[Mike.357]

credit card companies make a fortune off of fees that retailers pay for accepting your cards. They seriously do not hold paying interest over anyones head. The interest is a bonus.

[Daniel]

3%-4%. that is why when you pay for a gun on gunbroker and any other auction type of event/site they charge you the fee + 3% to cover what the cc company charges them to run it.

running debit costs like a .25

[Guest mustangdave]

got to agree with BryanP...my VISA card folks hate me...I don't carry a balance...IF I can help it...and Pay it off as soon as I get a bill.

[BryanP]

credit card companies make a fortune off of fees that retailers pay for accepting your cards. They seriously do not hold paying interest over anyones head. The interest is a bonus.

It's true that they do make some of their money in transaction fees, but the lion's share of their income is from interest on outstanding balances.

[Wingshooter]

I sure wish they would stop holding the interest over my head.

I figure in my life I have paid more in interest than the purchases. Fortunately, no more.

[Magiccarpetrides]

The fees range from 1.5% to 2.9% depending on the card and transaction plus a $.10 fee per transaction. Our debit with PIN is a flat $.70 however no matter how large the amount. All merchants are different. Anytime i have had a fee I have been able to get it waived with one phone call..quite surprising they didnt waive yours. If you have a $20,000 line of credit and you use none of it they probably are trying to get you off the books cause that money you have available they cannot give to other customers that might use it. You might even have a problem getting a replacement on the same terms even if your credit is excellent just because you dont hold a balance....happened to my dad and he has a 800+ beacon

[DavidCBaker]

We actually do use it, at roughly $3,000-5,000/month, but always pay it off.

[Guest JHatmaker]

The fees range from 1.5% to 2.9% depending on the card and transaction plus a $.10 fee per transaction. Our debit with PIN is a flat $.70 however no matter how large the amount. All merchants are different. Anytime i have had a fee I have been able to get it waived with one phone call..quite surprising they didnt waive yours. If you have a $20,000 line of credit and you use none of it they probably are trying to get you off the books cause that money you have available they cannot give to other customers that might use it. You might even have a problem getting a replacement on the same terms even if your credit is excellent just because you dont hold a balance....happened to my dad and he has a 800+ beacon

Happened to me, I had a $25,000 credit limit with AMEX, I slowly stopped using the card and paid it off. After about a year of no activity, they sent me a letter saying they lowered my credit to $1000.

[enfield]

Truck every last one of them. I get a dozen credit card solicitations a week, and I'm moving on. But some policies need to be changed, or this guy needs to have his ass kicked to the street.

Ya done good, my man!! He may be a manager, but he works for someone. Find out who and tell him your story. Move on regardless.

[Oh Shoot]

I've had quite a few replacement cards issued through the years.

ATT Universal Card MasterCard.

Mine used to get a crack across it in wallet, and split about half way through issue period. Called, new card, no fees.

They improved the plastic or something, haven't had to do that in several years now. Maybe they've instituted a fee for it now, I dunno.

Also get $200-400 bucks back a year on it, depending on how much I charge with it. I generally use it for everything I can, even quickie purchases at Kroger or whatever.

- OS