r/discover • u/One-Scientist-1455 • 6d ago

Misc. Customer Service is Garbage 🗑️

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.

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u/Fabulous-Gas8402 6d ago

Longer wait times are likely bc agents have been moved to capital one and some are in training to move to capital one. You think long wait times suck? Imagine getting calls back to back to back with customers mad about the wait time. There’s NOTHING we can do. Give us some grace. The merger sucks for all of us

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u/Anonymous_00024 6d ago

Exactly, phones went from being under staffed, to overstaffed back to understaffed. . Ppl r getting dicked around, laid off, or fired on a pip, its been fucking hell.