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