I was upset at Discover Card this past week so I wrote a letter to their customer service executive.
I am canceling one of my Discover Cards.
I had been a loyal customer until this past week when I made a slip that Discover is punishing me for. After almost 10 years of paying the entire balance of my card on time each month, apparently I forgot to send an electronic payment last month. When I found out my error two weeks later, I paid the $5,000 balance in full ahead of the next due date. Here is what I got for my mistake from your company:
1. A letter telling me that my available credit was lowered because now you see me as a risk.
2. A late fee and finance charges (as expected, I was late).
3. My future interest rate went up (if I ever do this again).
One mistake of two weeks, one time. Doesn’t 10 years of on time payments count for anything? When you make a mistake and charge something to my card that isn’t mine, do I penalize you?
The Happy Ending
Today, Marie called from Discover. She apologized on how it had been handled. She refunded the late fee, the finance charges and gave me a $25 gift card. Thank you Discover for being so responsive to a loyal customer.
Loyal customers make mistakes. Forgive them like Discover did and they will stay with you even longer.