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Discover Card Informative - I Would Like To Complain About Discover Card Customers
I work for Discover Card. I talked to all types of customers all day long and prior to popular belief we probably talk to a lot more rude customers than you probably talk to rude reps.
I have some advice and complaints.
When you call and want to know why your interest is 28.99% and I look at your history and you have been late 11 times in the last to years...please please do not say "Well by how many days?"
I don't care how many days late you were if you are ONE day late than your late. We give you at least 25 days to pay your bill and the feds only require 21!
Please do not call up and tell us we are GOING to do something. You know what we want to do at that point and probably will do. Nothing. We are people to! We are husbands, wives, kids, students, workers, and yes consumers and we probably all have credit cards. Not even just dare I say Discover Cards.
I had a very rude customer call up today saying, "I don't care what your name is. I am going to tell you that you are going to remove this late fee and remove it now." When I politely asked him to bare with me while I review his account he yelled at me he doesn't care what I do but I was GOING to remove that late fee. I removed it because I believe Discover Card is a good company not because he yelled at me and he had never been late before. You get more with honey than you do with vinegar. At your job if someone is rude to you how do you feel? I am a strong believer that you do unto others as you would have done unto yourself. Thats why I removed the fee because I know if I called and I had only been late once I would hope someone would remove the fee for me. Now here is a secret if you have never been late before and you have good payment history we will always remove the fee the first time. Second offenders are not also so lucky.
But honestly guys, if your digging your selves in debt holes or treating us (customer service reps everywhere) like robots not people how do you expect us to be able to do anything or want to do anything for that matter? Just food for thought....
I have some advice and complaints.
When you call and want to know why your interest is 28.99% and I look at your history and you have been late 11 times in the last to years...please please do not say "Well by how many days?"
I don't care how many days late you were if you are ONE day late than your late. We give you at least 25 days to pay your bill and the feds only require 21!
Please do not call up and tell us we are GOING to do something. You know what we want to do at that point and probably will do. Nothing. We are people to! We are husbands, wives, kids, students, workers, and yes consumers and we probably all have credit cards. Not even just dare I say Discover Cards.
I had a very rude customer call up today saying, "I don't care what your name is. I am going to tell you that you are going to remove this late fee and remove it now." When I politely asked him to bare with me while I review his account he yelled at me he doesn't care what I do but I was GOING to remove that late fee. I removed it because I believe Discover Card is a good company not because he yelled at me and he had never been late before. You get more with honey than you do with vinegar. At your job if someone is rude to you how do you feel? I am a strong believer that you do unto others as you would have done unto yourself. Thats why I removed the fee because I know if I called and I had only been late once I would hope someone would remove the fee for me. Now here is a secret if you have never been late before and you have good payment history we will always remove the fee the first time. Second offenders are not also so lucky.
But honestly guys, if your digging your selves in debt holes or treating us (customer service reps everywhere) like robots not people how do you expect us to be able to do anything or want to do anything for that matter? Just food for thought....
Comments:
Posted by Anonymous on 2009-05-30:
ADMIN! This belongs on the forum side.
Mandy, I would take your post a little more seriously if you had not been going on to complaints that are six months old, or older to give your three cents. You haven't given one ounce of helpful advice... only telling customers what they have done wrong, or that Discover is not at fault ....but not what the consumer could do in the future that would help their cause.
Mandy, I would take your post a little more seriously if you had not been going on to complaints that are six months old, or older to give your three cents. You haven't given one ounce of helpful advice... only telling customers what they have done wrong, or that Discover is not at fault ....but not what the consumer could do in the future that would help their cause.
Posted by DebtorBasher on 2009-05-30:
I've been in Mandy's position many times and I have to agree. Those who started off the conversation with an 'attitude' was less likely to get 'extra' help from me. Those are the ones I did NOT offer other options to. But, if someone was decent and was willing to listen and not tell me what MY job was, I took more time to help them in whatever way I could.
I also agree with Mandy about the one time removal of a late fee if you have a good credit/payment history with your credit card company. It is called a "courtesy fee removal" and the customer was allowed one courtesy fee removal within a twelve month period. Most of the time, the customer has to ask for that removal...NOT DEMAND. I do not give in to demands by customers because when I'm on the phone with them, it is ME who has control of the conversation, not the debtor. If the debtor can't control their own credit, they certainly aren't going to try and take control MY job.
I also agree with Mandy about the one time removal of a late fee if you have a good credit/payment history with your credit card company. It is called a "courtesy fee removal" and the customer was allowed one courtesy fee removal within a twelve month period. Most of the time, the customer has to ask for that removal...NOT DEMAND. I do not give in to demands by customers because when I'm on the phone with them, it is ME who has control of the conversation, not the debtor. If the debtor can't control their own credit, they certainly aren't going to try and take control MY job.
Posted by ejack053824 on 2009-05-31:
Soon as he told me "I was going to remove the fee", I would have added another fee and told him tough.
Posted by Anonymous on 2009-05-31:
Customers amaze me sometimes. Hearing the way people talk to store clerks, I can only imagine what they are like on the phone. When I have to call up a call centre about a problem, I always assume that the person I'm speaking to does not have the authority to correct the problem and I always assume that if I am nice to the person on the phone, I'll get better service. Unfortunately, most people are interested only in themselves and will never treat others as actual human beings. Good luck to you - I could never do your job.
Posted by madconsumer on 2009-05-31:
great review. thank you for the 'other side' of the story.
very helpful.
very helpful.
Posted by oldisgood on 2009-06-01:
I have been a Discover client for 20 years. Of the few problems I have had, I ALWAYS try to be polite to whomever I am talking to. I have found out that it is the best way to probably get what you are calling for. I have worked customer service, too, and I always went the extra mile for the person who treated me with respect. Those who DEMAND something were usually not quite so lucky.
Posted by laklisa on 2009-06-05:
I love it-I handle customer service reps for a major retailer and can relate.
Posted by Schmoopie on 2009-06-24:
Discover card company are jerks. They've become just like all of the rest of the credit card companies! They're screwing over multitudes of people that have NEVER been late on their bill and NEVER got anywhere close to their limit and you guys know it. These actions are only going to hurt them in the long run. You'll see.
I don't see how someone could work for a company like this.
I don't see how someone could work for a company like this.
Posted by annonymous1987 on 2009-07-21:
mandy: good job representing a great company. You are correct. What differentiates dc from other companies of any kind, is our values. We believe in them, we follow them. I strongly urge card members to think about the way they treat agents on the line.
HOW WOULD YOU FEEL IF SOMEONE TREATED YOUR DAUGHTER, WIFE, SON, ECT THE WAY YOU TREATED THAT AGENT???????
There is always another side to the story. Most card members dont think of that though. They treat you like , crap and then go on with their day. It only makes them look bad though. Little do they know that its a source of amusement to others.
HERE'S A FACT:
YOU AS CARDMEMBERS ARE USING BORROWED MONEY. IT IS NOT YOURS, YOU HAVE DONE NOTHING TO DESERVE IT. CREDIT CARD COMPANIES ARE LOANING YOU MONEY IN GOOD FAITH. THEY DONT OWE YOU ****. WHEN YOU DONT PAY YOUR BILL, OF COURSE THEY ARE GOING TO TRACK YOU DOWN. IF SOMEONE OWED YOU 500 DOLLARS, WOULDNT YOU GO FIND THEM? IF YOU HAD A WAY TO STOP IDENTITY THEFT, WOULDNT YOU DO IT? COME ON.
HOW WOULD YOU FEEL IF SOMEONE TREATED YOUR DAUGHTER, WIFE, SON, ECT THE WAY YOU TREATED THAT AGENT???????
There is always another side to the story. Most card members dont think of that though. They treat you like , crap and then go on with their day. It only makes them look bad though. Little do they know that its a source of amusement to others.
HERE'S A FACT:
YOU AS CARDMEMBERS ARE USING BORROWED MONEY. IT IS NOT YOURS, YOU HAVE DONE NOTHING TO DESERVE IT. CREDIT CARD COMPANIES ARE LOANING YOU MONEY IN GOOD FAITH. THEY DONT OWE YOU ****. WHEN YOU DONT PAY YOUR BILL, OF COURSE THEY ARE GOING TO TRACK YOU DOWN. IF SOMEONE OWED YOU 500 DOLLARS, WOULDNT YOU GO FIND THEM? IF YOU HAD A WAY TO STOP IDENTITY THEFT, WOULDNT YOU DO IT? COME ON.
Posted by Dendryite on 2010-01-06:
I've been a happy Discover customer for over 15 years now (you can read my review) because I've never spoken to a rude rep.
I'd like to point out, however, that I rarely have this experience with other companies. Even though I am always courteous and respectful when calling any customer service rep (AKA human being), the favor is often not returned. Just today I spoke with 2 rude and ignorant reps (moronic robots) at USPS, then to another one in person at the post office. I was nearly shaking with anger after having to be treated this way when I'm the customer with a legitimate complaint who is speaking calmly and respectfully.
I don't know what Discover is doing to keep their customer service so excellent. Keep up the good work!
Does Discover treat their employees well?
I'd like to point out, however, that I rarely have this experience with other companies. Even though I am always courteous and respectful when calling any customer service rep (AKA human being), the favor is often not returned. Just today I spoke with 2 rude and ignorant reps (moronic robots) at USPS, then to another one in person at the post office. I was nearly shaking with anger after having to be treated this way when I'm the customer with a legitimate complaint who is speaking calmly and respectfully.
I don't know what Discover is doing to keep their customer service so excellent. Keep up the good work!
Does Discover treat their employees well?
Posted by idontgetpaidenough on 2012-06-17:
thank you for posting this. after a long day at work in collections for discover it made my day to see this
dr mr smith.
im calling u on sunday because we didnt recive ur payment. yes i know what day of the week it is. im sorry u got this call at 830 sir but we have tried to call all week but have not been able to contact you. please sir dont call me names im trying to help u. lets come to a agreement so u dont get reported or go over ur limit. yelling at me is not going to resolve this issue.........
sometimes i just want to say hey jerk off i did not make u late. really im just trying to do my job and if ur screaming and yelling at me and calling me names. i dont care what ur going through. but respect me i will listen care and help as much as i am allowed. im just trying to do my job.
secret #2 people
we wave fees like crazy just be respectfull and work with us.
dr mr smith.
im calling u on sunday because we didnt recive ur payment. yes i know what day of the week it is. im sorry u got this call at 830 sir but we have tried to call all week but have not been able to contact you. please sir dont call me names im trying to help u. lets come to a agreement so u dont get reported or go over ur limit. yelling at me is not going to resolve this issue.........
sometimes i just want to say hey jerk off i did not make u late. really im just trying to do my job and if ur screaming and yelling at me and calling me names. i dont care what ur going through. but respect me i will listen care and help as much as i am allowed. im just trying to do my job.
secret #2 people
we wave fees like crazy just be respectfull and work with us.
Posted by JACK on 2012-11-21:
YOU MUST UNDERSTAND THAT YOU ACCEPTED A CUSTOMER RELATED JOB and THAT COMPLAINTS GOES WITH THE TERRITORY IF U ANT STAND THE HEAT GET OUT THE FIRE, I WORK IN CUSTOMER RELATIONS and YOU HAVE TO BE HUMBLE TO DEAL WITH PEOPLE
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