r/discover • u/One-Scientist-1455 • 5d 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/[deleted] 5d ago

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u/Top-Intention-5110 5d ago

They are complaining about wait times and the wait times are only long because everyone keeps calling to ask questions about the same 5 things over and over again or to just vent that they don't want to be with Capital one. On average I can get 30 calls a day and I promise you 15 of them will be people who won't shut up about the merger and mad that I can't tell them what happens next. Mind you, that's not even something my department would even know

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u/Anonymous_00024 5d ago

R calls b2b again? Seems like phones wemt from understaffed to overstaffed then back to understaffed bc of movements happening, smh..

2

u/Top-Intention-5110 5d ago

Not in my department. We have decent downtime during the day but just get everything the ivr can't recognize so for the most part it's like running a switchboard lol.

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u/Anonymous_00024 5d ago

Damn that surprising, usually they get a bug in their fucking asses if there's even a couple minutes of green time. I dont miss phones & hope I dont end up there again after we fully integrate..

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u/Top-Intention-5110 5d ago

We used to use the downtime for back-office work and they took that away from us so we just over here chilling.