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My wife has incredible credit and pays her full bill every month. A few months ago her full payment was received 1 day after the due date, so she got pinged $15

My wife has incredible credit and pays her full bill every month. A few months ago her full payment was received 1 day after the due date, so she got pinged $15 for not paying the minimum. When she called to see if they would reverse the charge, the customer service rep rudely told her no and wouldn't budge. When my wife threatened to cancel the card, the rep happily obliged. She tearfully asked me why they would be so unforgiving to her after all her diligent payments. The truth is that by being one of their most responsible customers she became one of their least valuable customers. Very irritating.

iamdave 16y ago
I hate to sound as callous as the call-center rep, but 'tearfully'? Is this hyperbole?
- InclinedPlane 16y ago
  How would you feel if a credit card you used routinely and, likely, had a very high limit was cancelled by someone calling your bluff? As far as crying, some people are more prone to crying when they are upset than others.
  - anamax 16y ago
    > How would you feel if a credit card you used routinely and, likely, had a very high limit was cancelled by someone calling your bluff? I'm not emotionally attached to any of my credit cards. High limit cards aren't hard to come by. Cancel one and I'll use another.
  - billswift 16y ago
    If you are not prepared to have someone call it, then you are an out-and-out idiot to bluff in the first place.
cynicalkane 16y ago
Sounds like a rude customer service rep, not necessarily corporate policy. From all I've heard (including the OP article), most banks strongly prefer credit-worthy customers, because it's easier money. Amex, for example, makes 70% of its money off merchant fees.
- nerfhammer 16y ago
  I agree, I've never had a problem getting charges like this removed if you just call and ask.
- camiller 16y ago
  Not all Cardholder issuing banks are also Merchant issuing banks. And when they are often times the Card issuing side is a separate division/department and their bonuses, etc. are based on their division's/department's profitability.
oldgregg 16y ago
My wife was moving money around and overdrew about a month ago... She didn't really like Chase to begin with so she walked into the branch and just said "I want to close all three of my accounts right now" and they ended up removing the charges -- not sure if being there in person helps, but I would guess it takes more work for a rep to close an account than to issue a refund -- not to mention they would have to endure "the look" during the entire process.
detst 16y ago
Never allow a rude CSR cancel your account. Tell them you want to cancel and ask for a supervisor, retention department or anyone else. Be as polite as you possibly can to the next person and let them know how rude the last person was and what you wanted them to do. Usually works if the request and person are reasonable. Don't give them a chance to call your bluff.

iamdave 16y ago

I hate to sound as callous as the call-center rep, but 'tearfully'? Is this hyperbole?

InclinedPlane 16y ago
How would you feel if a credit card you used routinely and, likely, had a very high limit was cancelled by someone calling your bluff? As far as crying, some people are more prone to crying when they are upset than others.
- anamax 16y ago
  > How would you feel if a credit card you used routinely and, likely, had a very high limit was cancelled by someone calling your bluff? I'm not emotionally attached to any of my credit cards. High limit cards aren't hard to come by. Cancel one and I'll use another.
- billswift 16y ago
  If you are not prepared to have someone call it, then you are an out-and-out idiot to bluff in the first place.

cynicalkane 16y ago

Sounds like a rude customer service rep, not necessarily corporate policy. From all I've heard (including the OP article), most banks strongly prefer credit-worthy customers, because it's easier money. Amex, for example, makes 70% of its money off merchant fees.

nerfhammer 16y ago
I agree, I've never had a problem getting charges like this removed if you just call and ask.
camiller 16y ago
Not all Cardholder issuing banks are also Merchant issuing banks. And when they are often times the Card issuing side is a separate division/department and their bonuses, etc. are based on their division's/department's profitability.

oldgregg 16y ago

My wife was moving money around and overdrew about a month ago... She didn't really like Chase to begin with so she walked into the branch and just said "I want to close all three of my accounts right now" and they ended up removing the charges -- not sure if being there in person helps, but I would guess it takes more work for a rep to close an account than to issue a refund -- not to mention they would have to endure "the look" during the entire process.

detst 16y ago

Never allow a rude CSR cancel your account. Tell them you want to cancel and ask for a supervisor, retention department or anyone else. Be as polite as you possibly can to the next person and let them know how rude the last person was and what you wanted them to do. Usually works if the request and person are reasonable. Don't give them a chance to call your bluff.