Hatfields and McCoys

Apparently I am in an ongoing feud with my credit card company. Most of what has happened is below; am I completely going overboard here? As I do have a tendency to speak before I think, I thought I might poll the three of you that read my little blog.


INITAL MESSAGE

Last week (2nd week of March) I spoke with a customer service representative regarding the account protection service I had on my card. I explained that I wanted to cancel the service and I received the usual "Thank You Ma'am", "It will be my pleasure to help you with this" response. I also received the expected sell from the representative to stay enrolled in the program. I declined several times and eventually had to get forceful with the representative in order to decline the offer and have the protection removed from my account. I was quit indignant that the representative felt she knew what was best for me and continued to argue with me instead of doing as I requested.

Today (March 16, 2010) I received a letter thanking me for my continued participation in the account protection program and informing me of my new lower rate. I called a spoke with a different representative and explained the situation and received the same "Thank you ma'am, I'll be happy to help you"; which incidentally was much harder to understand as the representatives English was quit poor. I again had to argue with your representative about removing the account protection from my account. Needless to say, I was not happy. Again, I had to resort to force for the gentleman to do as I requested and eventually requested to speak to his supervisor. When I requested a manager, your representative was all too willing to then remove the protection service from my account. I insisted on speaking with a manager. I was place on hold for all of a minute before your representative returned stating that all of the managers were busy and that he would be happy to cancel the protection service. I requested that he continue with the cancellation but I would still like to speak with a manager. He explained that the hold time could be lengthy and I explained that I didn't care; I insisted on speaking with a manager.

Less than two minutes later, I was speaking with a managing representative. I explained my displeasure and again received the standard "Thank you ma'am, I apologize". The manager said he would remove the protection from my account and again apologized. I then asked who I should call when the account protection showed up on my next statement because I frankly did not believe that the service had been removed. Here is the kicker: He told me to call the same customer service number and I would be taken care of!


To make a long story short, I am quite upset with the level of so called customer service I received. I do not appreciate having to argue with your representatives in order to achieve something I want that as a customer, I should receive. A simple request was made and instead of having that request fulfilled I had to argue with your representatives who made me feel as though they knew what was better for me and my situation. I can say that once my account balance is zero (which with the interest rate I currently have, it will take quite a while) I will be closing this account.
I would recommend that not only should your company hire representative who speak English with the efficiency of at least a 5th grader, but also that you train your representatives to actually LISTEN to your customers and bend over backwards to make us happy.


Thank you for your time and I truly hope that this message is received by someone who is actually interested in helping your customers.

Respectfully,
BK



THEIR REPLY:

This message is in response to your recent inquiry concerning your credit card account.

We understand your concern with the decrease of your credit limit. We have made a business decision to re-evaluate our current credit limit structure to reduce our losses across all Metris accounts and have adjusted your credit limit.


In order to further assist you with this matter, we suggest that you contact us at 1-888-333-2201 and a Customer Care Representative will be able to provide you with more information. Representatives are available to speak with you from Monday - Friday 6 a.m. - 11 p.m. CT; Saturday and Sunday 7 a.m. - 8 p.m. CT.

Thank you for your inquiry. We value your business and hope we can be of service to you again in the future.

Sincerely,
Sai
Account Central Specialist
Cardmember Services



MY REPLY:

My original email had nothing to do with my credit limit. It had everything to do with the lack of customer service I received when I asked that the account protection service be removed from my card. Did you even read my original message? Nowhere in the original message do I even mention my credit limit! I am completely amazed at the response I received from your company. It would have been better to not have received a response at all! Your response goes back to one of last comments in my original message: "train your representatives to actually LISTEN to your customers". By all that is holy, someone PLEASE read my original message and point out where I mention a concern for the reduction in my credit limit or any mention of my credit limit at all.


Respectfully,
BK

P.S.
My credit limit is the same it was before I sent my original email.