Glad to help... Did I talk to one of you today...

eagledriver101

eagledriver101

New Member
Today I am sitting at my desk writing up performance evaluations for a few of my account managers. My phone rings, and its one of my dispute account managers. “This Cardmember is requesting to speak with a manager”. She then gave me a synopsis of his problem, his account is temporarily suspended for none payment and he was up set about the late fee, finance charges, and that he could not use his card. Normally if you do not make your payment these rules apply with a few “forgives”, but the account is not reactivated till a payment has posted.

Apparently this gentleman I was talking to had called once before and was told… sorry you’re S.O.L in short. He was understandably upset… Anyway after talking to him he had said he was an FO for Mesa and was in phoenix awaiting his flight, had no cash, and that this Credit Card was the only means of paying for anything at that point in time. So I used my manager magic, reactivated his card, removed the late fee and finance charges, increased his line of credit by 4,000, and lowered his APR from 16.79% to 10.01%, gave him 0% on all purchases for 12 months, and deleted all of his slow payments he had on record (just a few)

If this was any of you… I was glad to clean this account up for you and help you out! It felt nice helping out a fellow pilot and I wanted to share the story.

(I won’t mention the name for privacy reasons)
 
It's amazing that Bank of America couldn't do any of that when they ####ed up my account. Other than tell me fees would be refunded, but when I call later tell me theres nothing written about it and they "weren't in the room". God damn I hate Bank of America.

But good up to you! I'm thinking of getting a Discover to transfer my balance but I think my credit has been hit to the point where that won't fly.

(Don't mean to hijack at all, awesome that there are nice people on the other end of the phone :D)
 
I'm sorry BOA didn't help you, get a Disocver Card... if ya need something I'll hook ya up! The CSR's at Discover are pretty good though.
 
I'm sorry BOA didn't help you, get a Disocver Card... if ya need something I'll hook ya up! The CSR's at Discover are pretty good though.
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Yeah, my grandfather has a discover and he is religious about it.

Maybe I'll contact you, though I doubt you could help me, my credit situation is 'interesting' to say the least.
 
JDMcFly said:
Yeah, my grandfather has a discover and he is religious about it.
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Ya he’s probably one of those customers who have had his account for 20 years, super-nice, when he calls and says jump discover says “how high” Discover Card usually rewards loyalty. There all about making the right decisions, the culture is such that there is no little black book of rules. Just simply do what’s right for the Cardmember and company. If you call acting like an • I won’t do a damn thing. There is a difference between having emotions and letting someone know your up set, vs. being an •. I have had ppl say “I make 120$ and hour, how much do you make, are you going to pay me fore my time, you’re just a pee-on” Like I am going to do anything for you talking to me like that…. LOL
 
I called Citi and BoA with the same respectful tone. Citi went out of their way to help me out. BoA just ########ted me. In some ways I'm kind of thankful, because they taught me the cold realities of the world.

Yeah, my grandfather gets cash back and pays his balance every month... So you guys don't make much money off him! :p As far as I know he's had it forever.
 
JDMcFly said:
Yeah, my grandfather has a discover and he is religious about it.

Maybe I'll contact you, though I doubt you could help me, my credit situation is 'interesting' to say the least.
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Everyone’s credit situations are interesting, mine is suffering at the moment, but I’ll take care of it, I know how too. Everyone has a hurdle or two in life. As far as approving someone for an account I have no power over that. L
 
Ah, well I'll probably apply to something in a week or so. Have to get on top of stuff before I start paying for more expensive things. :rawk:
 
JDMcFly said:
I called Citi and BoA with the same respectful tone. Citi went out of their way to help me out. BoA just ########ted me. In some ways I'm kind of thankful, because they taught me the cold realities of the world.

Yeah, my grandfather gets cash back and pays his balance every month... So you guys don't make much money off him! :p As far as I know he's had it forever.
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Hahaha its funny how people think if they pay their card off every month the company/bank makes no money….. Very--Very untrue. While collecting finance charges are nice, that’s only icing on the cake. Finance charges are farthest from being their bred and butter. Every time he swipes his card we get 3.5% of every transaction. Discover is their-own network, unlike Visa and MasterCard which are issued by separate banks… Your grandpa probably puts everything on his card, and then pays it off. We get 3.5% from every purchase and a 0.3% return on every dollar that is loaned out. So yes we’re making good money from people who pay their cards off every—month. In fact we make more money from ppl who pay off every month. The reason is, because if they pay their card off every-month, that’s money we can pay our loans off before Discover Card gets charged interest on their loans, so they get to borrow free money basically, and make 3.5% on purchases….
 
Well, if he's paying it off every month, getting some cash back and you guys are making some money, it seems win-win to me. :D

Thanks for the mini-lesson.
 
JDMcFly said:
Well, if he's paying it off every month, getting some cash back and you guys are making some money, it seems win-win to me. :D

Thanks for the mini-lesson.
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Ya it's deff a win--win. You're welcome if you do get a Discover and have any questions PM me, take advantage of me while you can because I am quiting when I go to ATP next year hehe
 
I just wanted to add; I bet the Mesa Pilot was certainly *NOT* expecting that kind of result out of his phone call!
 
Yeah, I don’t think he was, the sad thing is I couldn’t tell him that I was pilot also, and that I am just doing it to help a fellow pilot…. Because all manager calls are recorded and someone could think thatI knew him personally and that’s a huge NO NO..
 
So if he hadn't said he was a pilot for Mesa, would you have helped him?

If he had been, say, a medical student trying to get by, would you have helped him?

And finally, you did a hell of a lot for him - that was a lot more than just waiving a late fee. Are you going to get questioned for it?
 
I'm on the "Discover Kicks Butt" boat too! Every time I have called them they have taken care of my issue....end of story. No BS, they just fix the problem and I go on with my life. That's how customer service should be. Keep it up!
 
sometimes companies dont realize what good employees they have. you probably made your company $25000 in the long term with that one transaction of helping out a pilot...

I'm not kidding, raising the credit limit = more money, dropping the interest means outstanding balances because the monthlies are lower. All in all you helped everyone out.

nice job.
 
The few times I have had to call Discover, they have treated me well. The only thing I have found with Discover is that some places don't accept them.
They have great customer service and the cash back rewards and card member benefits are top notch!

Key Bank on the other hand I deplore...
 
killbilly said:
So if he hadn't said he was a pilot for Mesa, would you have helped him?

If he had been, say, a medical student trying to get by, would you have helped him?

And finally, you did a hell of a lot for him - that was a lot more than just waiving a late fee. Are you going to get questioned for it?
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Yes
Yes
No

I try to help when I can, I'm not an •, and I just had a chance to help a fellow pilot is all. I may not have gone as far as raising the line of credit, and lowering the APR for the normal everyday supervisor call. I can't do that all time or I would be questioned, and sometimes its not warranted. I have to make sound business decisions too. But I normally will reinstate the account, and take off the fees. But if a person has a history of doing it, and it’s a pattern I wont/can't do anything. Usually the first, second, and even the third time I will do it and educate the person on how to avoid these problems in the future. More of the story with this gentlemen I helped, I set him up with auto-payment, this way he does not have to worry about his account not getting paid, and won’t be stuck with a delinquent account he can’t use. I also set him for our online access.
There is no black and white rule book. I have to take it on a case-by-case bases. Everyone I talk too has a unique problem, so I listen, and try to help in the best way I can. Its hard to say that I would do one thing for one person, but not another. I just went the extra-mile in this case

I have calls transferred to me in a daily basis where a person accepted one of our balance transfer offers where they get 0.0% for 18 months, and three months into it they miss a payment which forfeits their promotional APR. Now if you have just transferred over 10 grand to a 0% for 18 months you can save a lot of money on Interest. And wouldn’t is suck if you missed a payment one-time and you lost that promo? Very bad. I always reinstate the promo for these people no questions asked. One thing I like about discover card is that upper manager gives the CSR’s a lot of empowerment. Where they can make the decisions to do something and they do a pretty good job.
 
"Everyone I talk too has a unique problem, so I listen, and try to help in the best way I can. Its hard to say that I would do one thing for one person, but not another. "

Some people learn *a lot* from you.

My situation was sort of like your last paragraph, except it was their fault I missed the payment. They told me to do something a certain way, and i'd be fine; if it didn't work out in time, they wouldn't punish me with fees or hurt my APR. It wasn't fine, and then they forgot that they told me (twice) that it would be alright. Somehow BoA managers have no authority to reverese a damaged APR or take back late fees and there was no record other than seeing that I had called twice that month.

Anyway, enough about me. I have to agree; doing something like that for somebody is actually great for business. He will probably tell everybody how great Discover was to him, which means more business, and I'm sure he will be a loyal customer for a long time now.
 
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