A Letter to Discover – Am I over reacting?
Sunday, December 14th, 2003 |
LiveJournal Archives
This isn’t a question so much as a comment on how I’ve been
handled lately. Through some errors on the part of Discover Card,
a ballance transfer was made twice from to my Discover Card from
another store credit card I was working on paying off. There were
some timing issues that resulted in Discover Paying them twice
and as a result, my Discover account was put in a negative
ballance. I was far over my limit.
When I contacted Discover about this, they explained why it
happened, and promissed me I would not be penalized for this
action. I was thankful. When I asked if they could fix the
situation, I was informed that they in fact could not, that I
would have to contact the other Credit Card, get a refund from
them, transfer that to a check and pay it back to Discover.
Needless to say, that took almost two months (from the initial
mistake) to get all cleared out and I’ve still sitting at a
negative ballance.
I called to figure this out, and I was informed that large
payments to Discover can take over a week to process. That’s
added yet another week to the already excessively long time that
this error has been plaguing me.
My opinion of this is that even though Discover Card made a
mistake, and essentially locked my account for two months, all
they’ve been able to do to make ammends for it, is to promise not
to penalize me for their mistake. Seems like poor business.
I just wanted you to know how I feel and how little respect
Discover seems to give their card holders. Sure, my card says
member since 1997, but I think I’ll probably be canceling my card
once all my problems are all sorted out, if in fact they ever are
sorted out. This is a poor business model and I hope you do not
treat all your “members” this way.
Thank you for your time and I hope your hollidays are less
stressful than mine have been.
Sincerely,
Kenneth Close
Member Since 1997
1 Comment to A Letter to Discover – Am I over reacting?
Their Official Response
Thank you for your recent message about your Discover Card Account. I wish to express my sincere apology for any difficulties or inconvenience you may have experienced with your Discover Card Account. Our goal is to provide excellent customer service, and as a valued Cardmember, you should expect to receive the best service possible, at all times. We regret our failure to deliver that service in this situation.
Thank you for taking the time to bring this to our attention, as it is comments such as yours, that allow us the opportunity to better serve our Cardmembers. I look forward to assisting you in the future.
Please allow us the opportunity to regain your trust in Discover Card; as I stated before, excellent customer service is our number one priority.
If I can be of any further assistance to you, please don’t hesitate to contact me again. Thank you for choosing to use Discover Card.
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