Credit Card Headache – Getting a Renewed Card Takes Forever

By | May 15, 2015

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Published by Neil @ What Do You Have To Know   2015-05-15

A friend has been trying to get a credit card renewed and has been having a heck of a time getting the card delivered.

Now let it be known that my friend uses the credit card to purchase medicine critical to a treatment regime my friend follows. The cost of the medicine is significant and the card helps to handle the purchase until my friend can handle the payment. My friend is on a fixed income being retired.

The process normally followed by Credit Card companies is to send a new card with a new revised date to you approximately 2-4 weeks in advance of the expiry of the current card. My friend never received anything and anticipating the expiry called the Card company to inquire the whereabouts of the card.

On the first call, and yes there were several, the person on the line looked at the records and could not determine why the card had not been sent. The person initiated what was believed to be a follow-up to send the card to my friend and said it would take from 8-10 business days to arrive.

Well, 12 business days nothing arrived so my friend called the card company back for the second time. The person on the phone was none the wiser about this ordeal and started the whole process over again to the frustration of my friend. This time the person said it would take 5-8 business days. The card company cannot seem to get the delivery times straight.

Again, 10 business days later nothing! frustration1

Call number three was initiated and once again my friend had to start all over again. This time my friend asked the agent to confirm the address on file in case there was an error. There was  a minor problem that the unit number was not shown so that was fixed and again  a new card was supposedly sent.

Once again nothing. Call number four was made and this time my friend who by the way is the sweetest, gentlest person was beside themself. My friend was so frustrated that when speaking with the card company the emotions broke through and the person on the line took the brunt of the frustration. Again, the agent told my friend that they arranged to send the card again and another 10 days goes by and once again nothing.

Call number five is made to the card company and the agent again has no idea what previously went on because for some reason notes are not lodged into the profile of my friend. This agent said that they will arrange to send the card my courier this time and that my friend should receive the card within 2 days.

Guess what? Nothing came. The agent at the time could not provide a tracking number for technical reason. Yeah!

My friend calls again. The agent informs my friend that there was no listing of the card being sent out by the designated courier. Frustrated once more my friend recommended the card be sent to the local Bank branch for the credit card company and she would pick it up. The agent confirmed that the card would be sent by courier to said branch and it should be received within 2 days.

As I write this story of frustration the branch has not yet called and it has been 3 days.

I am sure you are all wondering why my friend just didn’t drop the card company and get another card from another provider. Please do understand that the card had been used for the purchase of the medicine for over 10 years against the same number. Changing cards means having to re-route all automatic payments to the new card number and sometimes this may cause certain automatic payments to ‘bounce’ until the new card is installed. That could be an issue with some automatic payment where the service is critical.

The Credit Card company has been remiss in performing the Customer Service levels befitting its reputation. These days people are placed into these positions without any training or empathy toward the customer frustrations. Customers are seen as pains in the a@@ instead of valued for the loyalty they have given to these companies.

That is the fault of the leadership of these companies who view dollars as the only priority. People will shepherd to them because of the need so they are not overly concerned about one senior with a problem.

For the record, my friend has since applied for another credit card because waiting is no longer an option.

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Please tell me your story of frustration and share it with our members.

 

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5 thoughts on “Credit Card Headache – Getting a Renewed Card Takes Forever

  1. Edy

    I personally don’t have the issue with my credit card renewel simply because I don’t have one. To be honest, I am using debit card which I think is much better than credit card. Sometime, credit card can get you into deep debts. Whereas Debit card can’t exceed the amount you put into it.

    Anyway, if I have the issue to create a new card, I would probably get pissed off as well. BUT at the end of the day, we need to find the best solution to all of this thing 🙂

  2. Edy

    I personally don’t have the issue with my credit card renewel simply because I don’t have one. To be honest, I am using debit card which I think is much better than credit card. Sometime, credit card can get you into deep debts. Whereas Debit card can’t exceed the amount you put into it.

    Anyway, if I have the issue to create a new card, I would probably get pissed off as well. BUT at the end of the day, we need to find the best solution to all of this thing 🙂

  3. Hamilton

    The post left me confused to weather it was a review on credit card companies or rather a story of your tormented friend by the credit card companies as they put him/her through hell.

    Considering the theme of your website “what do you have to know” it seemed to personal rather an helpful informative post to the public

  4. Hamilton

    The post left me confused to weather it was a review on credit card companies or rather a story of your tormented friend by the credit card companies as they put him/her through hell.

    Considering the theme of your website “what do you have to know” it seemed to personal rather an helpful informative post to the public

  5. Fidel

    I will like to know if this is the frustration everyone goes through when applying for a credit card or it’s renewal or your friends case is an exceptional case?
    Also,I will like to know from you what you think could be the reasons behind credit card companies failing to provide the cards to customers as they schedule?

    1. admin

      If I knew the answer to your question I would gladly tell you. The frustration came from not knowing.

  6. Evelyn BAZ

    Wow, sounds very frustrating. The first thing I would do would demand to speak with a manager. I would not speak with anyone else unless they were the manager. I would demand names and demand that if the issue doesn’t get resolved right away, cancelling the card would be an option.

    This is plain ridiculous that it would take a long time to get a new card sent to your friends home. I don’t know what kind of motive that particular card company has, but it seems unfair that they are not doing a good job resolving a simple issue. It’s seems like they are making things worse. Hope it gets resolved soon!

    1. Neil Graddon Post author

      I agree but timidness played a factor. To assist the person I sent my blog to the VP of the credit card company to highlight the poor customer service.

  7. MelindaH

    This happened to me once, but it only took one phone call to resolve the issue. However, it was on a debit card, instead of a credit card. Not sure what ever happened to the other card. I never heard what happened to the other card, but it never showed up. I hope your friend gets this resolved. I know it’s a hassle getting a new card, but sounds like it was more of a hassle trying to get through to them for a new card.

  8. NemiraB

    Hello here. I think that your story is good lesson to others, who do not know how it can turn in a disturbing way, if customer service does not work efficiently.
    I had few times experience with credit cards. My counter with them was positive. Once, when somebody stole my wallet, my card was closed immediately. Second time, I got my money back, when UPS left a package by front door. They left it in morning, I came from work at 8 p.m.
    I did not find it and called credit card company. They took care of it.
    I am sorry for this miserable situation. I guess that friend was exhausted after these long debates with various clerks from credit card company.
    I hope that everything is okay on his side now.
    All the best, Nemira.

  9. Sarah

    Hence the reasons why I never get credit cards in the first place. But I do have an annoying frustration of companies calling me about my student loan debt atleast once a week. And yet, I have NO student loan debt for it was paid off years ago. The so-called credit reporting companies won’t update it in their system as being paid off even though I’ve sent them the appropriate paperwork and information multiple times.

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