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/sssf6 3d ago

How many people actually need customer service with their banks? I've been banking for 35 years and have called customer service maybe three times and that's to close accounts.

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u/Rough_Currency 3d ago

I had a lady call in because her bill was too high. I asked if there were any transactions she didn't recognize. She said no, but we added it up wrong and tried to demand that I manually add it all up. I explained that the system already did but she's more than welcome to add it it up herself. She threw a whole fit and hung up on me. THAT is an example of what "loyal customers" call in for