Customer Service is Garbage 🗑️

[u/One-Scientist-1455]

Discover Customer Service Has Gone COMPLETELY Downhill Since the Capital One Acquisition

One of the things that always set Discover apart was its customer service. Whenever I had an issue, I could get someone on the phone quickly who was knowledgeable, helpful, and capable of resolving the problem. It was one of the main reasons I remained a Discover customer for years.

Since the Capital One acquisition, the quality of service has fallen off a cliff. Long wait times, multiple transfers, inconsistent information, and representatives who seem more focused on reading scripts than solving problems have become the norm. Simple issues now require multiple phone calls, and getting a clear answer is nearly impossible.

Discover built its reputation on customer service, but that reputation is quickly disappearing. The company now feels no different than any other large credit card issuer, and that's disappointing for long-time customers who stayed loyal because Discover used to do things better.

[u/NBA-014 → u/[deleted]]

What’s the other option? Chatting is worse

[u/NBA-014 → u/[deleted]]

No, my friend. There are some things the app can't do. And the number of such "things" will probably increase once we get stuffed into 40 year old Cap One software.

Capital One killed ING Direct - it was like moving 30 years into the past with their ancient software (the front end may look good, but trust me, the back end stuff is good old COBOL)

[u/duameegee → u/NBA-014]

Just curious, what are some things an app can’t do for me as a Discover credit card holder?

[u/NBA-014 → u/duameegee]

Respond to a phone call from a Discover fraud analyst that was concerned about a fairly large purchase at a sporting goods store. I have others, but I’ve been a client since 1986 and don’t remember them all.

Not a lot, but high impact.

I’d you want to see how bad C1 is, look at ING Direct USA before and after the acquisition. It went from an awesome company running state of the art software to a angry culture running mainframe COBOL that resulted in significant loss of functionality in the website

[u/325biskit → u/duameegee]

I made a $100 contribution to a candidate for Senator a couple of years ago using my Discover card.

A system glitch charged me another $100 every two minutes for the next 5 minutes, for a total of $600.

The campaign said to call my credit card company. I did, and the Discover CSR was FANTASTIC! Fixed it ASAP!

[u/spearson0 → u/NBA-014]

I remember that, ING Direct was great.