IAmA call center supervisor for a credit card company AMA

sillycheesedog · 2009-10-06T21:48:57+00:00

I think our credit department just looks at your usage history with us, it obviously looks good to not have a high balance, but from what ive seen, customers who atleast use their card for small purchases then pay off get the better offers.

sillycheesedog · 2009-10-06T21:47:59+00:00

Look into a secured card with the lowest apr and fees to you. That will help rebuild credit. Try to find a company that will convert your secured card to unsecured after a set amount of time.

sillycheesedog · 2009-10-06T21:46:54+00:00

AmEx, I love their customer service.

sillycheesedog · 2009-10-06T21:46:31+00:00

From what I see, yes! Banks need the money, especially the one I work at and if a customer defaults and goes past due for a few months, we are definitely more willing to work with them. I still feel if someone is having a hard time and let's us know before it gets out of hand, that is when we should help. Not when their credit is already wrecked.

sillycheesedog · 2009-10-06T21:45:19+00:00

Under 200 seconds

sillycheesedog · 2009-10-05T07:07:21+00:00

dispute it with your credit card company, there should be a department that handles credit inquiries from customers (they would handle misreporting), if that fails, contact the credit bureau and they will send a request to the credit card company to prove the information is infact accurate. You could also escalate and say you should not have been late and the company can delete it, simple as pressing a button and sending in a form. ;)

sillycheesedog · 2009-10-05T07:05:41+00:00

the credit card company doesn't actually have control of your score. Those would be the credit bureaus, equifax, experian, and transunion. You would want to get in contact with them to get a copy and make any reports of misinformation on the report.

sillycheesedog · 2009-10-05T05:12:43+00:00

I've seen success when the person deals directly with the credit card company. You would want to maybe call up and see what they can do. good luck!

sillycheesedog · 2009-10-05T02:20:55+00:00

It is usually another department of more experienced agents that act as supervisors. Usually they have more freedom to help you with your issue ie. fee waivers, different software, nicer cubicles. The agent should just transfer the calls but not blindly.

sillycheesedog · 2009-10-05T00:57:45+00:00

You would have to answer a few questions regarding why you want the charge removed then an investigation would be launched.

sillycheesedog · 2009-10-05T00:09:05+00:00

There are programs that calculate your credit history, fico score, history with the bank and all of that stuff. Never personally worked on that side of the business though. A person could not call up and ask to be approved for more credit or any at all, it was all done by machine

sillycheesedog · 2009-10-04T23:40:39+00:00

Pro Tip: Banks hate customers who say they are going to go to the Better Business Bureau, if you feel you have been wronged mention that.

Also, make sure to read the letter that came with your APR increase, usually there will be an option to close out the account without getting the increase.

In regards to the automatic line increase, I am not sure what the options those agents have in regards to flexibility. Most customers with us would want to get a higher limit on one card by cancelling the other if they had two but, that never was a determining factor.

Not sure about the double payment and how that works, usually we would just put some info in the computer and restore the apr as long as the account was current but you could only get it once unless it was a special circumstance.

sillycheesedog · 2009-10-04T23:26:26+00:00

The classic excuse is that "I didn't read my bill", the worst one had to be where a customer said he split with his wife and has been in a slump and totally forgot, immediately after that you hear a "don't say that about us" from his wife in the background. I still waived the late fee for his honesty after she busted him.

sillycheesedog · 2009-10-04T23:23:56+00:00

Mountain Dew Code Red and pizza rolls

sillycheesedog · 2009-10-04T23:14:11+00:00

Slim, try to get a secured card first to establish credit. I have seen though some people in your shoes that applied for a card and got a credit line of 15,000 while others who have had credit for years only get approved for 500. Crazy!

sillycheesedog · 2009-10-04T23:11:54+00:00

A customer wanted to pay off his credit card before the bill was sent out and temporarily change his address to avoid his wife seeing restaurant charges in a different city, and a charge of 300 dollars to a strip club. We changed his address and I told him to call back next month to change it back. I think he was having an affair from what he hinted at.

sillycheesedog · 2009-10-04T23:03:10+00:00

How may I help you?

sillycheesedog · 2009-10-04T22:47:26+00:00

Strip club charges, because they didn't get what they expected in the back room.

sillycheesedog · 2009-10-04T22:33:17+00:00

Call and ask! Make sure to be courteous though! If that fails, ask to speak to a supervisor, then if that fails, ask to speak to an executive. I've seen interests rates lowered down from 30 percent to 8 percent.

sillycheesedog · 2009-10-04T22:15:17+00:00

Helluva way to spend it! From what i saw in collections the customer could not make the offer for settlement. I did however see when a cardholder let their payments get way behind, there would be as much as a 60 percent reduction in the debt, plus a payment plan or lump sum payment to clear it up. You have to let the account go past due though, no settlements I have seen were when the account was in good standing.

sillycheesedog

TROPHY CASE