I got my bill from Discover Card and Discover acts as though it is my problem that they have charged me for things I did not authorize. They then say the only way to be safe is to close this account and open a new one (a waste of my time). I would think it would be easy to not charge customers from fraudulent places but Discover seems to think this is beyond them. Once I was transferred to the fraud person (the 3rd person I had to speak to) they said they frequently saw fraud reports for this company and so it would most likely be fixed without a problem. They then said ok, we can setup a new account. I told them that I told the previous person if Discover didn’t fix this without closing the existing account I would take my business elsewhere so no new account was needed.
What do I want from a credit card? I want to be able to use it to buy what I want. I want them to not charge me for things I don’t authorize. If I tell them I have been charged for something I didn’t order I want them to think that is a problem and fix it. I want good customer service which basically boils down to being able to reach them on the phone without wasting a bunch of my time and having the person that answers treat me like a valued customer they want to serve instead of acting as though I was bothering them. Their failure (charging me for things that I did not authorize) was wasting my time. Those are the important factors. Now if I can get a cash rebate too, great. Anyone have suggestions? Since I don’t carry a balance I don’t care what the interest rate is.
It is fairly amazing how horrible the customer service is for credit cards given the huge profits the companies make. The main thing I want is one that treats my time as valuable and does everything it can to avoid wasting my time.
Update (from the Washington Post today): Americans Can’t Do Without Their Credit Cards, But the Card Companies Are Another Matter