Credit Card Customer Service Roundup

When determining which credit card company is rightexplained and labeled.
for you, it's important to consider everything the creditHELPFULNESS OF AGENTS: After a few selection
card company has to offer. Equally as important as amenus and a reasonable amount of holding time, we
low APR or advanced security features is the creditgot through to a professional (if somewhat dry)
card company's customer service.customer service representative. Also, right on the
Because most consumers overlook customer serviceWeb site was the information that cardholders can
until it's too late, we made calls to the top five creditreceive 24 hour automated services by phone, or live
card companies (American Express, Bank of America,representatives from 7:00 a.m.-9:00 p.m. daily.
Chase, Citibank, and Discover), then ranked them onKNOWLEDGE OF AGENTS: The agent answered
how well they met the following customer servicequestions about 0% APR and low APR cards
benchmarks:generically, promising only that "select customers" are
Helpful Web sites. First we visited their sites to seeeligible.
how user-friendly they were, and whether toll-freeOVERALL IMPRESSION: We left feeling that Chase
phone numbers were easy to find.dictates who is deemed "eligible" for certain offers the
Knowledge of agents. We asked three advancedway the cool kids at high school decide who sits
credit card questions (security features, 0% APRtogether at lunch. (Just a feeling.) The exchange is
availability, and debt consolidation features), then ratedprofessional and void of hullabaloo, if not otherwise
their responses.robotic and monotone.
Helpfulness of agents. Finally, we assessed our generalDiscover
sense of treatment as valued customers, which wentTIME TO 800 NUMBER: It took but a moment to
into an overall rating of each company's customerlocate the phone number (listed in the style of Chase's
service.Web site, only minus the visual chaos).
American ExpressHELPFULNESS OF AGENTS: Once calling this 24/7
TIME TO 800 NUMBER: Less than two minutes.live-operator (and automatic-optional) service number, it
HELPFULNESS OF AGENTS: When we got through,was only seconds before being connected. The
we talked to a helpful and professional representative.customer service representative was the sweetest
Even their automated voice system woman whoand not-in-a-fake-way of all the credit card companies
greets you when you first pick up is very concise andwe tested.
polite, as far as robot ladies go.KNOWLEDGE OF AGENTS: The agent answered all
KNOWLEDGE OF AGENTS: The customer servicequestions with specifics, and plenty of pertinent
representative spoke confidently about their 0% APRinformation (security issues, costs, eligibility for special
cards for select customers, as well as low APR cardsoffers, etc.). Additionally, many of the offers seemed
and offers. The only question the agent was not ableto far surpass the competition: for example, 0% fraud
to answer was about credit card debt consolidationliability on the spot, and more-than-fair graces towards
features. However, Amex did provide direct andsimple customer errors or lapses.
concise information for all other questions we asked.OVERALL IMPRESSION: Both for the information and
OVERALL IMPRESSION: The service rep was clearthe manner in which it was delivered, the taste left in
and not pushy (albeit mechanical), and let us know thatour mouth was all sweet and no-parts bitter.
someone is available to help further at their toll-freeSummary
number, 24/7.We ranked the top five credit card companies on
Bank of Americacustomer service (American Express, Bank of
TIME TO 800 NUMBER: Less than two minutes.America, Chase, Citibank, and Discover), and here are
HELPFULNESS OF AGENTS: We called the mainour final results.
number and went through ten button-presses before#5: Bank of America. Though offering the standard
being connected to a live human (though admittedlyservices, and having a widespread name and
some of those keypresses were out of confusion).corporate recognition, the actual customer service
Some of the steps were obsolete and frustrating --perhaps suffers at the hand of being such a titanic
for example, selecting to respond by voice or by hittingoperation. It's difficult to find information on the Web
a key. On one occasion, a poorly-timed sneezesite (at least, information that agrees with their live
caused us to have to go back in the menu. Whenoperators), and the personal care touch is gone.
finally connected to a "Bank On Call Specialist," it wasPerhaps Bank of America outsourced their customer
clear that, though thorough, the gentleman on the otherservice operation. Outsourced it to Mars.
end was in as little mood to be friendly as we were by#4: Chase. Although adequate, Chase has every one
this point.of those small-annoyance features that are frustrating
KNOWLEDGE OF AGENTS: When asking about theto customers: limited information about APR and the
basic security features the card offered, the replike until agreeing to apply; hold time with crummy
responded by mentioning the "Safe-card" feature thatmusic; a slightly confusing Web site; dull and/or
generates random numbers each time the card ismechanical service representative interaction; and
used, instead of a traceable account number thatlimited hours of live person availability. are all attributes
"could potentially be stolen." We playfully replied, "That'sthat prevent Chase from boasting wonderful customer
got to be a good feature if you're up to no good." Heservices. Not really a pain-in-the-neck customer
did not find this funny. Even after saying "That was aservice system, Chase is just average. Not bad bad,
joke," the Bank On Call Specialist didn't even give up abut not great.
pity-snicker.#3: American Express. American Express does the
OVERALL IMPRESSION: Operating out of Losjob. No bells and whistles, but a well-rounded customer
Angeles, the Bank of America 800-number is not 24/7service department, with enough features to leave us
like some of the others, but does operate late and ongenerally satisfied. The rep made a card
weekends. (Please note, however, that this informationrecommendation for me after only a few questions,
was given by the service rep in person; meanwhile, theand after further talking it turned out to be a good
Bank of America Web site proudly boasts 24/7analysis. American Express's customer service skills
customer service representatives on call. We didn'tare much like the aesthetics of the card itself: not the
bother calling back 23 times to figure out which it reallymost brilliant gold color, but definitely still gold.
is.)#2: Citibank. Great customer service. It's nice to report
Citibankthat there was almost a tie for first place rather than a
TIME TO 800 NUMBER: Less than a minute; quick andtie for last place, and in this case Citibank should be
easy.proud of that close call. Nice clear Web site directory,
HELPFULNESS OF AGENTS: With but oneone-touch access to a live person, and interactions
button-press after calling, you are speaking to a livewith human beings who made it clear they didn't hate
operator. We spoke to a good-humored gentlemanworking for Citibank at all. Agents told us about great
who, though having to transfer us to the "applicationfeatured bonuses for customers, but not in a way that
department" to answer general questions, laughedmade us feel pressured. Wonderful customer service
genuinely at the response "Okay, super-duper" whenupkeep, Citibank!
he asked us to briefly hold. (Customer service reps#1: Discover. Who knew it really pays to
who don't hate their jobs always reflect well on theDiscover(TM)? Aside from offering the easiest, most
company.) He transferred me to a female agent whopractical perks (regular 5% cash back on purchases
was equally well-tempered, and the whole ordeal wasmade at restaurants, gas stations, etc., as well as
genuine and friendly.comprehensive security and credit rating services), the
KNOWLEDGE OF AGENTS: They promptly filled meinteractions with the Discover folks make you feel
in on topics like rewards card bonuses and low APRvalued and respected. Be it hospitality or
credit cards. Citibank seems to handle issues like stolenabove-and-beyond professionalism, the general
credit cards with sensitivity and care, and they assuredresponse we had after interacting with Discover is that
me that "Identity Theft Specialists" handle any potentialwe want to move to where Discover is
issues one-on-one.headquartered, then raise our families and send our
OVERALL IMPRESSION: Citibank agents seemkids to school there. Talking to a credit card company's
particularly user-friendly in times of crises. Also,customer service line rarely leaves you feeling so
Citibank's customer service hotline is available 24warm and fuzzy.
hours.We hope our credit card customer service roundup is
Chasehelpful, but as always your mileage may vary. The
TIME TO 800 NUMBER: Less than two minutes; onebest way to find out is to call yourself. Good luck
click from homepage. A little overwhelming were thefinding those 800-numbers, though!
various numbers to call based on topic, but the list was