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How to DISCOURAGE good customer service[ Parent | Reply to This ] (none / 0) (#14)
by Anonymous User on Fri Jan 20, 2006 at 10:53:47 AM PDT

Anonymous User wrote ..
I did not get relief until I wrote to the bank president, then all late fees were canceled. Then I promptly canceled that credit card.
This is a perfect example of how NOT to encourage a company to treat consumers well. The company did you a favor by reversing the late fees that they were legally entitled to collect. Since you cancelled anyway, the person who fixed your problem was wasting his time, now looks like a fool, and will not do it again for the next guy with a problem. Thanks a bunch.

Mistakes happen. Bad judgment by CS reps happen. If the company resolves the issue, reward them by continuing to give your business. As an aside .. It isn't their fault is the USPS delayed your payment. The USPS is the organization that shouldn't get your business .. pay online!

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I disagree[ Parent | Reply to This ] (none / 0) (#15)
by Anonymous User on Fri Jan 20, 2006 at 05:04:35 PM PDT

The problem should have been resolved easily at the first, or maybe second level of support. My wife has had no trouble getting our credit card company to cancel late fees a couple times when I was late getting a payment in by a couple days. In this case I think the parent took the correct action. Have them fix the problem, then let them know that their initial reaction was not acceptable behavior, by canceling the card. If a few consumers were active like this, then the division would take notice, and correct the real problem that the initial complaints aren't being resolved appropriately.

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yes[ Parent | Reply to This ] (none / 0) (#24)
by maderikapapa on Fri Jun 27, 2008 at 11:36:09 PM PDT

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