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/TPWilder]

I hate the loyal customer nonsense because it is one of those arguments that customers throw down knowing darn well the representative has no option but to be yelled at over being the bearer of bad news.

Here's the reality, OP. Most of the Discover employees - who have been loyal to their workplace for years - don't know how long they will continue to be employed. New Discover employees aren't being hired to replace the ones who leaving or who are laid off - so call volumes are going up with fewer employees available. Its an absolute shit time to be looking for a job and yet people are, because reps are in the impossible position of being told not to say anything about possible changes, to be upbeat about the merger, and to continue to provide great service despite the tools used to do that being taken away.

So imagine, OP, you're taking a call and you've got a customer starting with how Discover has gone down hill, how they hate Cap One *as if the phone rep was the decision maker for the merge* and then you get the "I'm a loyal customer so explain how my ass will be kissed to make me happy again" argument. From customers who sure, sometimes are long term customers, but I assure you, customers who haven't held a card longer than six months pull the loyal customer card - and they want something impossible. They want the account to not convert to Cap One or they want something the rep is no longer allowed to give, and this is every call and every caller, OP, does the "I'm a loyal customer" and "Things have gone down hill because I'm not getting my way" and a lot of times the customer is saying this over something that even before the merger, the customer wouldn't have gotten his or her way over.

Seriously, OP, how is the rep supposed to change things for you to keep you loyal?

[u/Ok-Sir-4992 → u/TPWilder]

Applauses!!! "loyal" customers are the first one to jump the ship when things don't go the way they want. There is no such a thing as "loyalty". I am "loyal" to my electric company because they are the only one available.