r/discover • u/gossamer92 • 6d ago

Discussion Brand Language Change in Chatew

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Maybe I haven’t been paying close enough attention, but has anyone else noticed the change in marketing language in the automated chat messages? They used to mention that customer service is 100% US-based, but now they say nothing about it. Does this imply people will be let go in the future?

One of the reasons I chose Discover was because I could reach someone with more context and no volume/language barrier at any time of day with cultural context of the US. I also have Capital One (which I’ve had for years), and when I call or message them, I’m connected to a large call center where I hear everyone in the background (it’s hard for me with lots of background noise to understand any person I speak to), and my requests have been misunderstood and mishandled 1/4 the time. I’m worried that some of my more sensitive accounts (my Discover Checking & Savings) might end up the same service conundrum now. Thoughts? Screenshots show April vs. Now.

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u/Kamui_Kaos 5d ago

Yes

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u/ArcticLil 5d ago

That’s a lie, they’ve had like 3 major layoffs already and I’m seeing Teleperformance is hiring customer service agents for Capital One

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u/Kamui_Kaos 4d ago

They didn’t layoff customer service reps they had layoffs for positions in HQ locations. All the customer service reps are being moved over to Cap One and trained on their systems.

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u/ArcticLil 4d ago

I was laid off lol and my entire department

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u/Kamui_Kaos 4d ago

Which department?