How many times have you devoted serious time and energy to a phone call (or series of phone calls) trying to resolve an issue with a _______ (fill in the blank – bank, credit card issuer, airline, hotel, etc.) only to have the entire process backfire on you?
How many times were you
questioned interrogated by representatives – – Who told you that? what date did that happen? What was the promo code you accepted? – – as if you should be the person to know the answer?
And how many times have you felt that you were on the witness stand trying to convince another that the scenario or conversation you are referring to really happened?
How many times has a representative told you that she or he is notating a certain resolution of a matter on your file, only to come back and find no such notation? (and then be asked – who told you, etc?)
How many times has a representative not listened to what you are saying, choosing instead to recite meaningless bullshit
gobbledygook jargon and rules to you until you’re blue in the face?
And of course, how many times did you HANG UP and CALL AGAIN so as to begin yet again?
This is so frustrating. It is particularly exasperating when you spend enormous amounts of time until the matter is finally satisfactorily worked out only to find out weeks or months later that is not the case. And then files are reopened and stories recited for the umpteenth time to the umpteenth representative who may or may not speak the same language that you do.
My friends think I have it made in the shade. I just get credit cards and points and just take free trips. Boy, Kathy has it so easy! But, it’s not like that at all. Sometimes the process is so frustrating that I just want to bang my head against a wall!
In December 2016, I wrote a post entitled Denial of Amex Welcome Bonus Would Lead to Unfair Result.
What had happened was Dave had applied for and was approved for an Amex Everyday card. Amex, however, informed him he was ineligible for the 10,000 Membership Reward points based on the “one bonus per lifetime” rule. Apparently, unbeknownst to Dave, American Express had replaced his old Blue card with an Everyday card a few months earlier. However, he had never applied for that card and never used or activated it.
Thankfully, after extended
discussions with pleas to American Express, American Express contacted Dave and told him he will receive the welcome bonus provided he meets the spend requirement (see, Amex Makes Exception to Once-In-Lifetime Rule).
Resolved! Right? Well, guess what happened next? Yes, I’m sure you can guess because I’m sure it has happened to you.
Dave phoned American Express this week because he noticed that he still hadn’t received his points. Lo and behold, he was now told that the bonus was declined because he already had the card. When he explained the circumstances to the representative, he was told there was no such notation on his file.
Here we go again…………………….
I’m fairly confident that this will ultimately be resolved correctly. I try to keep detailed notes of my conversations, and I ask to speak with a supervisor as soon as I feel it might be warranted.
Nevertheless, this happens more than it should and it is so frustrating! Your turn – what’s your story?