RANT: Credit Card customer service

[RossMAN]

It never fails no matter which credit card company I call.

First you diall their toll free customer service number, type your entire cc into their ARU, verify with your SSN, zip or BOD ... press 0 a few times to be transferred to customer service.

Usually my account number and that I have been confirmed passes through to the CSR so they don't have to play 21 questions with me.

Here's what REALLY CHEWS MY FERENGI HIDE! They ask for my name, mother's maiden name or birthdate, fine. They ask, "how can I help you?". I ask my questions, then they say FOR SECURITY PURPOSES MAY I PLEASE VERIFY YOUR .... Why the $#@! didn't you ask me those "security questions" 2 minutes ago when we were playing 21 questions?

Anyone here work for a credit card customer service call center and can provide a reason why they do this?

Ok thanks I feel better now, how much do I owe ya?

 

[conjur]

"That'll be $.05 please." - Lucy

 

[AlienCraft]

Credit Card Customer Service = self cancelling phrase.
Hate them all.

 

[AlienCraft]

Originally posted by: RossMAN
It never fails no matter which credit card company I call.

First you diall their toll free customer service number, type your entire cc into their ARU, verify with your SSN, zip or BOD ... press 0 a few times to be transferred to customer service.

Usually my account number and that I have been confirmed passes through to the CSR so they don't have to play 21 questions with me.

Here's what REALLY CHEWS MY FERENGI HIDE! They ask for my name, mother's maiden name or birthdate, fine. They ask, "how can I help you?". I ask my questions, then they say FOR SECURITY PURPOSES MAY I PLEASE VERIFY YOUR .... Why the $#@! didn't you ask me those "security questions" 2 minutes ago when we were playing 21 questions?

Anyone here work for a credit card customer service call center and can provide a reason why they do this?

Ok thanks I feel better now, how much do I owe ya?

I am now thinking that all that "enter your account number stuff" is just busy work to distract you from the fact that you are on hold and not doing anything except waiting in the que. I think that often times that info simply goes to a call log, and does not necessarily come up on the CSR's screen. I'll bet there are some systems that divert your call to a specific CS "dept" which may be located in a different place than the exchange the call originally comes into.

BTW, I still hate them.

 

[Hossenfeffer]

I usually do a futile rant.

"Can I verify the last 4 digits of your SSN?"

"No."

"No?"

"No."

"I can't give out any information unless you...."

"That's absurd. I have the bill right in front of me, I have the card in front of me, I'm not asking for any classified info here, I just wanted to know my balance (or insert other easy thing)"


bleh. Another useless tirade.