Are credit card call centres staffed by robots?

hansi

I sent a secure message to my CC company about three weeks ago to askm them to send me a new card and they replied saying it would be sent and would take 7-10 working days. When it had not arrived by yesterday, I sent another message saying that I had not received it. Their reply came back saying exactly what they had said in their first message! Do these people not read their messages!!:mad::mad::mad::mad::mad:

[Deleted User]

Mostly automated.

dzug1

No they don't read them. A computer does and sends an automatic reply based on key words in your query.

catflea

Secure messages sent to Amex are definatly dealt with by humans, I believe (from experience) that capital 1 also have humans to respond - but they do seem to be a bit thick at times...

hansi

I just rang them and got the same response. He told me the original request had been cancelled, and my request yesterday had been actioned, which means that I now have to wait another 10 days! When I asked him how it would sent, he said by secure mail. When I queried that, he said first class mail. When I asked if it will be sent recorded, he said yes it would. These people have no idea what they are talking about. PS. All these calls are recorded for training purposes! Hah! What training!

dmg24

catflea wrote: »

Secure messages sent to Amex are definatly dealt with by humans, I believe (from experience) that capital 1 also have humans to respond - but they do seem to be a bit thick at times...

Yep, I know people that work on the Cap1 correspondence team, and agree on both points.

I have spoken to AmEx by secure message and on the phone in the past week, and on both occasions found them excellent.

jay87

They probably can't type up their own messages incase they can't spell or something so they use pre written templates lol

hansi

I also asked him if he could give me the expiry date of the new card as I needed it for a forward holiday booking and he told me. As an afterthought, I asked if would it be the same card number and he said "No"! I thought that new expiry dated cards always had the same number. They have with other cards I hold.

YorkshireBoy

hansi wrote: »

I also asked him if he could give me the expiry date of the new card as I needed it for a forward holiday booking

Won't you also need the CVV?

What happened to the old card?

hansi

No, I won't need the CVV. I need to input the card details onto a future cruise booking for 2011 and my present card expires 12/10 so they wouldn't accept until it was renewed, so I asked Nationwide if the could issue the new card a bit earlier. Wish I hadn't bothered now and used another card:mad:

hansi

Well, surprise, surprise I got my new card today and guess what, yes, it had the same number. I knew that, but the robot in NW didn't and yes, it arrived by ordinary first class mail! Doh:mad:

Anyway, I have decided to go with the new Halifax Clarity card because it's commission free worldwide!:T