Diners Club Club Rewards - Early Returns on BMO Takeover: Utter Disaster

I tried to use my card in a restaurant this evening and to my embarrassment it was declined. I called DC Customer Service and the agent said it was declined because my card hadn't been activated. I told him my card is good for 3 more months and I've had the current card for at least several years and have made hundreds of charges to it. I asked if there is some record of a new card having been sent recently and he said "no".

I asked to be transferred to a supervisor who told me the card`was declined because of a glitch in the transition between Citibank and the new bank. She said new cards are being issued and that Citibank accidentally put a lock on the old cards. They thought they had fixed the glitch earlier today, but as my reject happened only about 30 minutes ago, obviously the glitch has not been corrected.

Just a warning- be sure to carry another card just in case there are further problems during this transition. My other card- an AMEX - was not accepted by this particular restaurant and fortunately my wife had a MC we could use.

I tried to use my card in a restaurant this evening and to my embarrassment it was declined.

Interesting. I used my card several times today, including at a restaurant this evening.

Sad how far customer service has fallen with this card. Called today to make a payment since I can't remember my password to do it online and waited too late for my bank...

"We can't do anything on these accounts, you have to call Monday" And that was AFTER a 10 minute wait.

There's a reason all they get are the car rental charges now!

This is the transition from Citibank to Harris Bank staff. I don't think we can attribute any significance to the disruption.

I think if you have been following some of the traffic, there is a huge computer upgrade this weekend and to be fair we were warned of months ago. Im sure it is affecting all aspects of computer payments whether online or over the phone.

Tried to make a payment online and via phone this morning. No luck with either method.

I called this morning and the system is all new but it said they were experiencing technical difficulties after I put in my card number and the system hung up on me.

The website thinks the account # is invalid in one context, but not another...that is not good.

Current call wait time is in excess of 20 minutes, they probably have no idea how long it is. :confused:

This transition can't be anything in size and scope approaching when Wells Fargo absorbed Wachovia here in California, and from this consumer's perspective that went without a hitch.

I'll see how this pans out, but now that others offer primary CDW coverage, will definitely consider other options.

I tried again to call in today and I had waited an hour before I had to go to a meeting.

Just called and got my annual fee waived + 500 points ^

Just called and got my annual fee waived + 500 points ^

What phone number did you use?

My statement was supposed to close on Nov 7. Well, the website is still showing the last statement as Oct 7, so I called 1-800-2DINERS. They say (in the recorded greeting) that the website is having issues and that's they're working on it. Fine, I can understand that. So I go in an listen to my statement info over the phone, and it too still giving my Oct 7 statement information, implying that the statement didn't close on Nov 7 as scheduled! I pressed 0 but it told me the agent wait time is over 20 minutes, and so I hung for now.

Besides not being able to take a payment, they may also not be able to issue statements. As I just posted in the other thread, my statement was supposed to be issued on Nov 7, but it's now Nov 8 and both the website and the phone system are still giving me Oct statement information as if no November statement has issued yet.

What phone number did you use?

800.2.DINERS

I just talked to the regular representative, told her I wanted to cancel the card and she asked if there was anything that they could do to retain my business and I asked for the annual fee to be refunded.

I did not have to be transferred to a retention department or anything.

I tried to use my card in a restaurant this evening and to my embarrassment it was declined. I called DC Customer Service and the agent said it was declined because my card hadn't been activated. I told him my card is good for 3 more months and I've had the current card for at least several years and have made hundreds of charges to it. I asked if there is some record of a new card having been sent recently and he said "no".

I asked to be transferred to a supervisor who told me the card`was declined because of a glitch in the transition between Citibank and the new bank. She said new cards are being issued and that Citibank accidentally put a lock on the old cards. They thought they had fixed the glitch earlier today, but as my reject happened only about 30 minutes ago, obviously the glitch has not been corrected.

Just a warning- be sure to carry another card just in case there are further problems during this transition. My other card- an AMEX - was not accepted by this particular restaurant and fortunately my wife had a MC we could use.

It happened to me this evening. I called, but I didn't feel like waiting 20 minutes on hold.

Payment I made from my bank online on 11/1 still has not posted at my statement close date 11/7. The phone system still doesn't indicate it either...... and I don't want to wait 20 minutes hold time to clarify this. Ugh on the change over....

After further investigation, my online payment I make to previously citibank somehow converted to a check rather than electronic, and sent snail mail to Nevada address. So did Citibank essentially deny all electronic payment....or is this just a single issue?! Jiburi

I called Diners Club today to find out why my card was rejected at a restaurant last evening. I was on hold for over an hour before I got the bright idea to use another phone and call again and be on hold on two phones. The second call was answered immediately. :rolleyes:

Anyway, I was informed that I was over my credit limit. I didn't know I had a credit limit. Allegedly, I was sent a letter a few weeks ago informing me of my new credit limit. I never received it. (Interestingly, a few weeks before that, I was told I could charge up to 2 1/2 times the amount of the new credit limit that I was just made aware of.)

Very annoying. :mad:

... Allegedly, I was sent a letter a few weeks ago informing me of my new credit limit.

I have not seen any notice for either my account or Ms mia's account. Is the credit limit similar to your previous Club Plus limit?

I have not seen any notice for either my account or Ms mia's account. Is the credit limit similar to your previous Club Plus limit?

My previous Club Plus limit was $10,000. However, I called DC about 6 weeks ago when I was making a large purchase (the points from which I wanted to eventually transfer to AA) and I wanted to make sure the purchase wouldn't be declined. They told me I could spend up to $12,000 without worry. My new credit limit that I was advised of this a.m. is $5,000.

The website account management functions were supposed to be up at 2 pm EST today. That has been delayed to 4 pm EST. The CSR said Diners will process payments via Western Union with no charge until website issues are fixed.

Payment I made from my bank online on 11/1 still has not posted at my statement close date 11/7. The phone system still doesn't indicate it either...... and I don't want to wait 20 minutes hold time to clarify this. Ugh on the change over.... Jiburi

On the other hand, a payment from my credit union to Diners Club sent on November 2, 2011 was credited and showed up on my credit union account on November 3, with no problems.

The payment was originated from the old Diners Club site, not initiated by on my credit union website.

The website account management functions were supposed to be up at 2 pm EST today. That has been delayed to 4 pm EST.

Now delayed until 8:00 AM EST Thursday (I assume).

Now delayed until 8:00 AM EST Thursday (I assume).

I wonder if the voice mail message still suggests that the caller should log on to the website to avoid the wait in excess of 20 minutes. :D

In the website outage, I'm "trying out" the online automated info, and don't find it horrendously useful. Among the things it can't do:

It can't tell me when my statement closed (only my next due date).

Now that my statement just closed (but I still don't know if on time or a day late) it can't tell me any "recent" transactions, because it presumably fetches only "transactions since last statement" (as the website divides them) when you ask for "recent transacations".

(I seem to recall that other banks are able to tell you recent transactions over the automated phone independent of which side of a statement closing they are, but I can't recall offhand which banks, because I do this very rarely now that I can usually do it online.)

Ugh!

However, it did tell me my credit available, and in my case it's plenty enough.

Now delayed until 8:00 AM EST Thursday (I assume).
Earlier today I was able to log in (with my existing Professional, not Corporate, account log in), but am still getting recent transactions as of Nov 7, not the statement which processed since.

Now, when I log in, there's a confusingly worded message that seems to say they know my data on the website is only current to Nov 7 (with an OK/Cancel).

Yikes, I guess I have to wait for the physical statement in the mail to see anything.

It's a good thing I get that sent to my home, and I won't be traveling overseas until after it should arrive in the mail. (I know there are some people here that get it sent to a third party, so without the DC website working, they may have a much longer wait until they can see their statement!)

But I'll still be overseas on my next due date (3 Dec) so they better have this fixed at least by then! (I can't afford to pay my DC bill over the phone before I leave, I have to wait until after a direct deposit posts to my bank account in the middle of my trip.)

... Diners will process payments via Western Union with no charge until website issues are fixed.

This seems to refer to the same Speedpay system that Citi used for Diners Club accounts. I just logged into my account and started the payment process. It looks exactly the same as before, but the saved bank account data is gone.

This seems to refer to the same Speedpay system that Citi used for Diners Club accounts. I just logged into my account and started the payment process. It looks exactly the same as before, but the saved bank account data is gone.

Sorry, to be clear, they will take your routing # and account # over the phone and process via Western Union at no charge while the web site was down. It's usually a $14.95 fee.

From the November InsideFlyer magazine:

The [relaunched Diners Club] website promises to be more customer friendly featuring more account activity detail along with an online status of redemption orders. More awards will be offered including prepackaged vacations and cruises, along with experiential awrard [and] monthly featured awards as well as limited-time offers highlighted on the home page. Also new will be a self-tavel tooll [where] you can choose to pay [...] with points, some points, or with a charge to your Diners Club card.

So, my question is: Is the "more account acitivity detail" on the card itself, or only on the Club Rewards points account?

Ie, I'm wondering if we're stuck in November 7 "groundhog day" on our card info because they're trying to bring up the card pages in a new format but having problems, and the last pages they did in the old format was November 7?

I received my new chip and pin card yesterday. I lost my card last week and called Diners Club for a replacement and I was surprised to see that my new card is a chip and pin card - looks very nice. I do want to comment, however, on the new customer service: Whereas Citi provided excellent customer service, it appears that BMO does not. I had a problem activating the card and when I tried getting customer service on the line, I was placed on hold in a queue for over 20 minutes, and eventually the system hung up on me - this does not bode well!

Whereas Citi provided excellent customer service, it appears that BMO does not. I had a problem activating the card and when I tried getting customer service on the line, I was placed on hold in a queue for over 20 minutes, and eventually the system hung up on me - this does not bode well!
Well, did you ever try calling DC during the Citi days during a time that their website had been hardly working for almost two weeks?

In case you aren't aware, they're still not able to show transcations since Nov 8 on the website as of right now (despite a promise that they'd have transactions through Nov 11 showing by yesterday). The only way to see transactions since Nov 8 is to click on Club Rewards, then on activity, and then you'll see the dollar amounts (but not the merchant names!) of recent postings to your account. (That's a by-product of the fact that the Club Rewards page now shows you your Club Rewards earnings as soon as they post, not just once a month as previously.)

With the website this badly broken, they're overwhelmed with calls. So this would not necessarily be a good week (month?) in which to evaluate BMO's typical Diners customer service phone response time.

I am currently on hold - its been 45+ minutes of hold time and arguing. After having restaurant charges declined last week, I made sure my payment had been credited and then began using the card again, with no problems. Today, the card was again rejected. I went online and saw that my payment had been credited and nothing was overdue. Further, my online statement said I owed $1200, even though I haven't spent more than $100 since my last statement. So, I called.

I was told that they had reversed my by $8000+ in payments (one of which was over a month ago) because they never received the funds from the bank. Now, I know this is complete BS - and some screw up by BMO Harris. They also wondered if I would like to request a credit increase. I asked what good that would do if they're not going to credit my payments.

So, while I was on hold again, they finally got to the bottom of the matter. They had taken my $8000 in payments and applied them to the CLUB PLUS ACCOUNT - you know, folks, that account that no longer exists? So, I had thousands of dollars in credit some place where it couldn't be used. They generously have agreed to transfer the money back to the the charge card account. :rolleyes:

The good news? 500 Club Rewards points for me! Too bad this didn't happen when I could still transfer them to AA! This transition is NOT going smoothly. :D

Oh, and another thing folks, I noticed that they had changed my payment due date. So be careful if you're making payments close to the due date. You could get screwed there too. :(

Hold time is so much longer now.

Where is the new call center at?

Full payment posted to card account ... Club Plus statement showed past due (but card account overpaid by plus account past due amount)... 63 minutes on hold and it took over 45 minutes to end up with "ignore that it says past due and just pay the amount by your next due date and it should be ok"... Call center was in Canada.

Oh great. This is not gong well at all.

Letter going out asking for annual fee refund. I've been a cardmember since 96... Considering alternatives now.

My statement normally closes mid-month, but the website has been acting really wacky for the past few days. My statement is two days overdue. In other words, it shows transaction activity, but no closed statement is should.

Of course, they had a "dump" of transactions that were delayed over this past weekend and hit all at once on the 15th. They are apparently struggling with the transition.

To those folks who looked forward to the changeover thinking it couldn't get worse than Citi: WRONG.
Made a DC web payment on 11/10. No payment shows on the DC website as of now (11/17). Nor does my bank reflect a payment was made. Called DC to inquire as to problem. Amateurish automated phone response with drawn out unnecessary time-wasting commentary from the recorded voice of a woman who sounds like a cashier at my local supermarket telling me to be sure to press the "number" sign, followed by a message telling me wait time would be in excess of 20 minutes. I know it's early in their game, but why should I spend one day enduring such incompetence?
Edited to add: Rather than wait "in excess of 20 minutes," I sent an email message via the DC website inquiring about my payment. As of noon the next day, no response.

Edited to add: Now two days later and no response from DC/BMO customer service.

I received my first statement today from the new company. Strangely enough, given what I posted above, the statement was correct. They apparently handled my payments correctly, sent the bill and then decided to apply the money to Club Plus. Since they told me they were correcting the problem yesterday, I thought that I could use the card. Still rejected. So, I called again tonight and have spent another 45 minutes plus on hold and trying to get to the bottom of the problem.

BTW, the new statements have NO information about Club Rewards other than to log onto the website or call Diners Club for your points balance.

I cant believe this transition is so bad. Its been 2 years since BMO bought DC you'd think the process would be a lot smoother.

I work in IT and can't understand the problems BMO is experiencing following this migration. Another odd thing is the initial landing page has reverted back to the one from Citi as of Friday (with the execption of the BMO logo).
It appears the problems are with the website and online payments. I received my statement in the mail and all appeared to be correct.

I work in IT and can't understand the problems BMO is experiencing following this migration. Another odd thing is the initial landing page has reverted back to the one from Citi as of Friday (with the execption of the BMO logo).
It appears the problems are with the website and online payments. I received my statement in the mail and all appeared to be correct.

Yeah, my mailed statement was correct, but if you look online, the transactions since the last statement are all messed up (or at least mine are). Mine says no payment past due, no purchases, no payments received, but that I owe over $9000. And I still can't use the card. I've started only trying it in automated situations, so I don't get embarrassed by appearing to be a deadbeat. :)

i saw on award wallet that they had deducted club rewards from my balance.

i had no redemption so i tried calling 3 days in a row and you know the drill.

no matter when i called, it was at least a 20 minute wait.

then i received an award wallet up date that a large amount of points had been ADDED to my diners club account. go figure.

and their vaunted primary auto coverage failed me when for the first time in 25 years i made a claim for tire damage in france and it was DENIED.

I'M OUT OF HERE

Today, I clicked on the link to show Club Rewards point balance details. Instead of details, you get page stating "JSP Processing Error" and "HTTP Error Code 404". Tried the link a number of times. Same result each time.

During today's call to Diners Club Customer Service (sad, isn't it?) the gentleman told me that the transition has not been smooth and they have "teams" working on the problems.

Today, I clicked on the link to show Club Rewards point balance details. Instead of details, you get page stating "JSP Processing Error" and "HTTP Error Code 404". Tried the link a number of times. Same result each time.

I get this too. And although I can log into my account, that same login doesn't work at the clubrewardsus.com site. Sigh.

Called the main 800 number, told there was a long wait time. Hung up and called the number listed for international collect calls, 702-797-5532. After a brief recording saying they will accept any collect call, the phone was promptly answered with no wait. Apparently they don't want to have a collect call waiting for an hour.

Called the main 800 number, told there was a long wait time. Hung up and called the number listed for international collect calls, 702-797-5532. After a brief recording saying they will accept any collect call, the phone was promptly answered with no wait. Apparently they don't want to have a collect call waiting for an hour.
I noticed this a few days ago, but didn't post because it appears that luck plays a substantial role. On subsequent attempts, I was simply placed back into the cue.

I noticed this a few days ago, but didn't post because it appears that luck plays a substantial role. On subsequent attempts, I was simply placed back into the que.Got the 20 minute hold message twice. Called back again and hit the choice to report my card lost or stolen. Got a CSR within a minute to handle my problems.

They are well aware of the CS disaster thay have created, but I don't know if they know how to fix it.

It they don't fix this soon, there aren't going to be any cards to be stolen.

I still can't use my card. At this point, all I want to do is get them to fix my account to reflect the proper balance so that I can pay them off and cancel the the account.

It they don't fix this soon, there aren't going to be any cards to be stolen.

I still can't use my card. At this point, all I want to do is get them to fix my account to reflect the proper balance so that I can pay them off and cancel the the account.

If I were you, then I would request a statement credit for your annual fee. How can they charge you a fee when you are unable to use your card. Besides, even though the amount of time is short, it is horrendously embarrassing to have your card declined. I guess it is far too normal these days, but not for me.

So far my only trouble has been a weird looking monthly statement and a 25 minute wait time on hold calling to clear up the matter.

For this ownership transition....so far, not good......

Got the 20 minute hold message twice. Called back again and hit the choice to report my card lost or stolen. Got a CSR within a minute to handle my problems.
Sounds like a solution, but what about the poor schmuck who's calling in because he actually had his card lost/stolen? Now he can't get through?

Sounds like a solution, but what about the poor schmuck who's calling in because he actually had his card lost/stolen? Now he can't get through?

If he's lost this piece of crap card, he's better off.

I get this too. And although I can log into my account, that same login doesn't work at the clubrewardsus.com site. Sigh.

If you login to the main site, dinersclubus.com and navigate Tools > Club Rewards it should take you to clubrewardsus.com without a second login. Does this work? Which browser are you using? clubrewardsus.com complains that Chrome is an "unsupported" browser, although it seems to work well enough.

i saw on award wallet that they had deducted club rewards from my balance....then i received an award wallet up date that a large amount of points had been ADDED to my diners club account. go figure.
...i made a claim for tire damage in france and it was DENIED.


After the website transition from Citi to BMO the points earned on my 11.1.2011 statement were deducted from the Club Rewards account balance, and were shown as due to post on 11.30.2011. However, they have now been posted, and the balances changes each date that a transaction posts. Sounds as if the same happened on your account.

What is the reason the tire damage claim was rejected?

ohmark: The guy who actually lost his card will just get the next CSR in the queue.

jfadds: They paid an insurance claim very quickly for a break-in to a car I rented in Berlin and parked near the Brandenburg Gate. Passenger window was smashed and the factory installed GPS and radio were removed. Perhaps tire damage is not covered. It's not covered by my insurance in the US unless I had tire/wheel insurance. I can attest to that as I damaged two alloy rims in a huge pothole.

So, I spent another hour on hold and talking to an agent last evening, who, yet again, understood my issue (they effectively took about $9000 in payments and rather than deduct that amount from my balance, added it to my balance). I was promised that today she would call me back, after speaking to her supervisor to get approval to fix the problem, and give me a detailed explanation of what they were going to do to rectify the situation. Of course, no call was forthcoming.

I know I will sound like a crazy person when I say this, but since Harris Bank is a Chicago institution (yes, I understand they are owned by BMO), the next time I call them, I will let them know that I intend to contact Chicago media outlets to give them some unwanted publicity if they don't correct the mistake.

This is one of those nightmare situations where they humor you and never actually do anything.

At last, current account activity can be viewed on the website.

At last, current account activity can be viewed on the website.

Not for me. The only thing showing for me is my November 7 statement. Unlike before the change over, I can't see unbilled activity.

Not for me. The only thing showing for me is my November 7 statement. Unlike before the change over, I can't see unbilled activity.
+1. (Except for me, it's my November 8 statement, which should have been a November 7 statement by they issued it a day late.)

They must be having transition problems. Called to find out why my payment was not posted and the CS rep said they have gotten lots of calls on this. They are having problems with payments from Citibank. She did say they have my payment and it was posted 3 days after receipt. However, it does not show up online. I asked about charges or fees because I had mailed the check 7 days before due and she said there would be none.

They must be having transition problems. Called to find out why my payment was not posted and the CS rep said they have gotten lots of calls on this. They are having problems with payments from Citibank. She did say they have my payment and it was posted 3 days after receipt. However, it does not show up online. I asked about charges or fees because I had mailed the check 7 days before due and she said there would be none.
Do ANY of your recent transactions show up on line? I can't get anything except statements, my most recent being Nov. 7. No 'Recent Activity' or the like in the drop down.

Do ANY of your recent transactions show up on line?

I can see transactions since the last statement. Most of them appear without a posting date, but the total of the charges shown matched the current balance.

OMG what a nightmare...

Just spent more than an hour on the phone waiting for a csr - eventually gave up... :(

Also just tried logging into website again, but it just keeps cycling back to the login page...

I just read through this whole thread. I'm a U.S. customer and use this card for every thing from gas to high end restaurants to walmart, to mcdonalds. I feel like I am the only one with literally zero complaints about this card. I've had it for so many years, and it's just never disappointed me in a single way. Even with the transition, there was nothing that I felt. Yes, they sent me a new card in the mail, informing me to use it instead of my old one. But that wasn't really an inconvenience.

Don't get me wrong; I would have been pretty annoyed if my card was denied, etc... It just hasn't though. Not once. I called customer service a month ago to ask about a transaction, and my phone call was answered within - literally - 30 seconds after I punched in my card # into the key pad. I feel like I have to be missing something.

I feel like I have to be missing something.

Uh, you are. Maybe you should read the thread more slowly. Nobody is complaining about how much time it took a Diners rep to answer the phone a month ago. I suggest, you go ahead and get your card out, and give them a little call now. Then wait on the phone until a rep answers. Finally, come back here and post how you feel about it.

I never before knew how thankful I would one day be for Citi's incessant re-asking for my bank account info for online payment on every (churned) AA card I've ever gotten (and that's dozens of them). (Unlike Chase, Citi won't reuse the same bank account info for online payment from a card you are already managing online.)

Only because of that, I happen to know my routing number by heart.

If I didn't, I'd be up a creek now, because:

Today I logged into my Diners Club account, and the new popup message said that due to the changeover, I"d have to re-enter my bank account info for online payment. Now, normally, that would just mean going over to get my checkbook and loooking at it, right? Except I'm on another continent at this moment, and not due back until after my payment due date. And of course, I don't have my checkbook with me, since I foresaw no need for it when I left for the trip. (And when I left for the trip on Nov 19, there was no warning from BMO that I'd have to reenter that info before being able to make by due-by-Dec-3 payment.)

:td::td::td:

...normally, that would just mean going over to get my checkbook and loooking at it, right?..

I login to my bank's online billpay service and look at the image of the one of the facsimile checks.

Routing number are also available here:

http://www.routingnumbers.org/

Now, normally, that would just mean going over to get my checkbook and loooking at it, right? :td::td::td:


I just go to my credit union's website. The routing number is on the homepage -- one of the first things one sees. A great customer service, because I never remember the routing number. ^^^

Perhaps you should have a beef with your bank, not Diners Club.

I am actually going to be paying off my balance , using my points first and closing the card. In order:

• Called Nov 21 to advice of a trip to Europe, made sure my card could be used. Used the 702 # after being on hold for 25+ minutes on the toll free line. Got a wonderful rep who advices the problems would be sorted out by time I came back on Nov 27, they were going through the last few changes that week. Was also advised my payment would post buy the closing date of my statement on Nov 25 which it did.
• Called this AM about a minor car scrape my DH had when a delivery van scraped his rental car. Was on hold for 20min, called the 702 #, who transferred me and was on hold again, called back, got a number to call, on hold again, called the number again, got transferred again, : after almost 2 hours of holds and transfers, got the correct department, rental car claims, who told me "we no longer handle thew actual claims, they are handled by Chubb and Company." " Great, do you have the number?" "No I don't but i can look it up on google."

Hung up , called my DH back, told him to charge the rental to Amex instead, called Amex and for $17.95 per rental they will handle the whole thing.

Given we rent cars about once a month, the Amex fees will be about what our DC yearly membership will be.

This is a nightmare. What a bunch of buffoons.

After two consecutive days of 20 minute hold times, at off-peak times, just to get a customer rep., I applaud this thread title: "...Utter Disaster...".

Here are a few things I learned. Many account SSNs failed to convert to BMOs system. They are listed as 999-99-9999. Thus the initial automated system will "reject" your last four digits when you key it in. But you will still be put in queue for an agent. Tip: have FT or a good book handy so your 20-40 minute wait won't be all in vain.

Call hold times are long, due in part to the system conversion being flawed, says BMO.

Point accrual info will return to printed statements starting next month. BMO has gotten enough feedback from customers over this folly of eliminating point accrual info from monthly statements.

BMO is also working on an electronic payment choice system to allow customers to schedule a payment to be made on a specific future date. Now electronic payments cannot be scheduled in advance, except to take place immediately. There's no ETA for delivering this feature, but as I pointed out to the BMO supe (after waiting another 12 minutes on hold), AMEX and my ordinary MC issuer have offered it for years.

Have carried my DC for 18 years, pretty high level of charges monthly.

After two, 45-minute wait times this week, a continued worthless website, and a clueless staff, I'm canceling this card. BMO must have thought they were buying a business with cardmembers who don't care about customer service.

This transition has been the poster child for how not to transition a business. As much as there is to complain about with the big US banks, BMO seems to be a totally third-tier unprofessional organization that's in way over its head. Who'd have thought I'd ever miss Citibank. The website was antiquated...but at least they answered the phone promptly and solved my concerns when I had them.

In the process of moving all my DC business to my new Chase Sapphire Preferred Master Card....a vast improvement in online experience and personal customer service. Sorry I renewed my annual fee a couple months ago before realizing what a disaster BMO would be.

So long, DC.....

To those folks who looked forward to the changeover thinking it couldn't get worse than Citi: WRONG.
Made a DC web payment on 11/10. No payment shows on the DC website as of now (11/17). Nor does my bank reflect a payment was made. Called DC to inquire as to problem. Amateurish automated phone response with drawn out unnecessary time-wasting commentary from the recorded voice of a woman who sounds like a cashier at my local supermarket telling me to be sure to press the "number" sign, followed by a message telling me wait time would be in excess of 20 minutes. I know it's early in their game, but why should I spend one day enduring such incompetence?
Edited to add: Rather than wait "in excess of 20 minutes," I sent an email message via the DC website inquiring about my payment. As of noon the next day, no response.

Edited to add: Now two days later and no response from DC/BMO customer service.
Edited to add: Now two weeks later and still no response from DC/BMO customer service.

If I were you, then I would request a statement credit for your annual fee. How can they charge you a fee when you are unable to use your card. Besides, even though the amount of time is short, it is horrendously embarrassing to have your card declined. I guess it is far too normal these days, but not for me.

So far my only trouble has been a weird looking monthly statement and a 25 minute wait time on hold calling to clear up the matter.

For this ownership transition....so far, not good......

Frank McNamara is rolling in his grave. THE WHOLE FREAKING REASON FOR CREATING THE CARD ... avoiding embarrassment in a restaurant.

The lovely folks in Montreal seem really frustrated ... empathetic and apologetic, but you can tell they are getting frazzled too.

What I don't understand ... M&I bank is a full Visa/MC issuing bank. Why didn't BMO just put these cards under the existing M&I infrastructure?

I haven't had any usage problems - payment issues, yes, but my card works as usual.

Have carried my DC for 18 years, pretty high level of charges monthly.

After two, 45-minute wait times this week, a continued worthless website, and a clueless staff, I'm canceling this card. BMO must have thought they were buying a business with cardmembers who don't care about customer service.

This transition has been the poster child for how not to transition a business. As much as there is to complain about with the big US banks, BMO seems to be a totally third-tier unprofessional organization that's in way over its head. Who'd have thought I'd ever miss Citibank. The website was antiquated...but at least they answered the phone promptly and solved my concerns when I had them.

===

I got a letter today (December 3) date November 23 telling me my credit line was $20,000, effective November 7, 2011. Except for the fact I cancelled October 5, 2011 - some 2 months ago- the late letter would have been unacceptable.

I called to be sure I had cancelled, and after 1 hour and 23 minuets, I got a person in Toronto who said - yes, my account was closed 2 months ago and they had no clue as to why I was sent a letter with my new line of credit for a card I do not have.

What a miserable operation this has become.






In the process of moving all my DC business to my new Chase Sapphire Preferred Master Card....a vast improvement in online experience and personal customer service. Sorry I renewed my annual fee a couple months ago before realizing what a disaster BMO would be.

So long, DC.....

M&I bank is a full Visa/MC issuing bank. Why didn't BMO just put these cards under the existing M&I infrastructure?


Purely conjecture, but I wonder if the unplanned takeover of M&I drained IT resources away from the Diners Club conversion. BMO knew up front that Citi was going to service these accounts for two years, and I can easily see how work on the Diners' infrastructure could have been repeatedly deferred because there was "plenty of time".

The web site is still a mess.

1. I can't get details on my Club Rewards points for the last three statements.
2. My latest statement doesn't even list any Club Rewards points earned, even though I clearly earned some due to multiple charges made to the card.
3. Online bill pay isn't working.

...statement doesn't even list any Club Rewards points earned...

This is not a malfunction, BMO decided to remove Club Rewards information from the transaction statements, and created the separate clubrewardsus.com (http://clubrewardsus.com/) site which is updated daily as points post. This was mentioned in the transition letter, and also in post #1 of this thread:

http://www.flyertalk.com/forum/17122186-post1.html

We have a report that this decision has been reversed, and the Club Rewards information will return to the statement. Scroll back to post 67. (http://www.flyertalk.com/forum/17557249-post67.html)

• Called this AM about a minor car scrape my DH had when a delivery van scraped his rental car. Was on hold for 20min, called the 702 #, who transferred me and was on hold again, called back, got a number to call, on hold again, called the number again, got transferred again, : after almost 2 hours of holds and transfers, got the correct department, rental car claims, who told me "we no longer handle thew actual claims, they are handled by Chubb and Company." " Great, do you have the number?" "No I don't but i can look it up on google."

Hung up , called my DH back, told him to charge the rental to Amex instead, called Amex and for $17.95 per rental they will handle the whole thing.


I could be wrong, but I think American Express could give you problems because you (presumably) rented the car with your Diners Club card, but then decided to stick it to AmEx because of the "minor car scrape" (you wouldn't have bothered switching to AmEx if you didn't have the scrape). Yes, I note that you are paying $17.95 to stick it to AmEx.

I have only used DC as a backup in the past few years because AmEx so completely overtook DC in terms of program features and website functionality, which is ironic given that when MR started back in the day I thought it was an inferior product in comparison to Club Rewards.

Witnessing this botched conversion has reminded me of the fiasco Target experienced this fall with its Missoni for Target launch. It wasn't just the technical failures that frustrated people, it was the total failure to communicate in a timely and accurate fashion and to acknowledge the scale of the problem.

It's doubly surprising with DC because DC used to be a niche product for heavy T&E spenders and international business travelers, while Target is a mass marketer. Yet every communication I have received from BMO (annoucmenet of conversion, new Card terms, assignment of credit limit) has been amaterusih and/or untimely, or both.

I'm waiting until the dust settles a bit before making a final decision on whether to keep this card or not, but there's no question that the past month has placed a jheavy burden of proof on BMO that they can actually deliver on what the DC product is supposed to be.

Is this card I'd want to be carrying when checking out of a hotel in Tbilisi or Baku with a large number of unexpected incidental charges? Hardly.

In all my years of using credit cards, I have never seen the following:

Last statement "New Balance" (10/19 - 11/17) = X
Statement "Total Minimum Payment Due" = X
Payment Due Date = 12/14/2011

So far, so good / normal.

Today I log in to pay the statement. After encountering some ridiculous error having to do with the Nov. 7 debacle, I see that the "Minimum Payment Due" = X + Y, where Y = the amount of transactions posted after my last statement closed.

This is a) Wrong, and b) Inexcusable.

:mad:

I now can't wait to get rid of this card (and of course have to figure out what to do with all of the points), which I have used for many years. Very sad.

With no transactions showing online for the time period 07 Nov to 21 Nov, I listened to the audio list of recent transactions.

There were 5 charges that I don't recognize at all so wanted to get more info/dispute - yesterday I tried calling DC twice - on both occasions I waited in excess of 40 minutes to talk to somebody and eventually hung up...

Not being able to get through to somebody in this length of time is just insane and totally inexcusable...

I have used DC for most of my purchases over the last 10 years, but I will give this another couple of weeks to see if it improves - if it doesn't improve, I will seriously consider dropping this card like a hot potato

I could be wrong, but I think American Express could give you problems because you (presumably) rented the car with your Diners Club card, but then decided to stick it to AmEx because of the "minor car scrape" (you wouldn't have bothered switching to AmEx if you didn't have the scrape). Yes, I note that you are paying $17.95 to stick it to AmEx.

I laid out the whole story on the phone to them before I had DH make the change. As long as you use Amex to PAY for the rental there is no problem having had another card to reserve the rental.

Wonder if BMO's incompetence in administering the DC changeover is violating some federal rules and/or law? DC customers can no longer rely on printed bills or internet site to accurately reflect purchases, amount due, or amount paid, and BMO has made it next to impossible to contact customer service by telephone or email.

... next to impossible to contact customer service by telephone or email.

I am not aware of any requirement that a card issuer offer a website or telephone customer service. To my knowledge Diners (USA) has never implemented electronic statements. If the statement received through the mail is inaccurate you need to send a letter disputing the charges.

In any event, I think that what we want is for BMO to solve the problems, not retribution.

I am not aware of any requirement that a card issuer offer a website or telephone customer service. To my knowledge Diners (USA) has never implemented electronic statements. If the statement received through the mail is inaccurate you need to send a letter disputing the charges.

In any event, I think that what we want is for BMO to solve the problems, not retribution.

Because of inaccurate info in my mailed statement and inaccurate info showing online, I attempted to call DC/BMO customer service. Deciding after 30 minutes that enough was enough, I followed website instructions to send an email to customer service. Now, well over a week later, I still have received no response. I'm not sure they would respond any better to mailed questions or complaints, and in fact doubt it.

Basically, my question still is: Can the customer service of a credit card company, including inaccuracy of the information they provide, be so bad so as to violate federal law or regulation?

As to "retribution," the way our regulatory framework (and civil legal framework) works is that violators are penalized in an effort to improve performance. For example, there have been far fewer airplanes full of passengers stuck on runways for 6 hours or more in recent years since the FAA began regulating the situation. Thus, curious as to whether there are regulations dealing with the kind of problems now being presented by DC/BMO to its customers.

I think the free market will work in this instance, unless it is not allowed to work in this instance, as it always can.

Asking government to provide good service through regulations does not appear to work up here in Canada, home of BMO, maybe it would work better in the US. If they can run the postal service (http://www.businessinsider.com/us-postal-service-cuts-bankruptcy-2011-12), surely they can run credit card issuers.

If the product sucks so bad I would drop it. I dropped Diners years ago for inferior service, and have done fine without them. We have nowhere near the competition here there is in the US, and we still have other options.

3. Online bill pay isn't working.

It was not working over the weekend or this morning, but I was able to submit a payment at 11:45am (EST).

Bear in mind that there's another banking entity in the mix (at least here in the states) -- Harris Bank, a subsidiary of BMO is the issuer of the card, so almost certainly does all of the servicing. As such, they would be subject to all existing regulations in the US pertaining to issuers of credit cards. The procedures for challenging mistakes on your statement are on the back of the statement, and the contact address is on the front (not the same as the payment address). Yes, I know that they're not very good about answering the phone right now, but you're only truly protected if you put claims in writing anyway (and keep pristine documentation).

That said, I agree that the free market is preferable, where, at least in my case, it's an annoyance, wasting my time etc. If there were personal sums in play (as there may be for others), it would be a different story -- YMMV.

Bear in mind that there's another banking entity in the mix (at least here in the states) -- Harris Bank, a subsidiary of BMO is the issuer of the card, so almost certainly does all of the servicing. As such, they would be subject to all existing regulations in the US pertaining to issuers of credit cards. The procedures for challenging mistakes on your statement are on the back of the statement, and the contact address is on the front (not the same as the payment address). Yes, I know that they're not very good about answering the phone right now, but you're only truly protected if you put claims in writing anyway (and keep pristine documentation).

That said, I agree that the free market is preferable, where, at least in my case, it's an annoyance, wasting my time etc. If there were personal sums in play (as there may be for others), it would be a different story -- YMMV.

I have been keeping a log of my conversations with dates, times and names of the agents with whom I have spoken. I'll get my complaints in writing within the next few weeks if they don't get things fixed. They still have a $1700+ mistake on my account.

I received the letter from BMO about the switch weeks ago. I have been concerned about using my card and being rejected so I haven't used it much lately. I am concerned that several weeks after this switch many people are still experiencing problems and when I call customer service to ask about my account & the status of all of these problems I get a "15-20" min wait time message. Citi wasn't the greatest but I never had to wait.

Fortunately I've had some down time and haven't really needed my card but that's going to change soon and if these issues are not resolved soon I may have to park my card. I can't take the chance of being stranded without a card or any customer service.

......and so far I had been immune from the transitional follies.....

Tonight checked my transactions on-line..... and it showed a huge PAST-DUE amount, which was the total of the statement due Dec 9 (4 days from now), PLUS all transactions since last statement......

Of course, called DC in the hopes of getting it fixed before having some past-due amount stuck on a TransUnion credit record......and after the requisite 30 mins on hold, the agent said the "website is wonky, only believe what you see on your paper statements."
Agent did look-up on their computer to confirm correct amounts due, and NO past-due amount.

Expressed my thanks but frustration to the agent, and asked for "a whole bunch of points or rebate on the annual fee." He offered 500 points: "that's all I'm authorized to do."

Arrrrrggggghhhhhhhhhh

I had a balance last month of about $800. Paid it all on time, as always. The website accurately reflected the payment. Current purchases this month about $60. Just checked my account on the website. It shows a past due of well over $1,000. Sheer incompetence.

Monday 12.05.2011 I made payment online. Today 12.07.2011 it shows online, and the phantom Current Amount Past Due now shows $0.00. I surmise that at some point they loaded the account balance into the Past Due field, then rebuilt the transaction database. At one point many of my transactions were undated, but this was cleaned up when the statement was issued.

beyond the issues noted here

PM Me.

One has to wonder if the original 1950s era systems of pencils, ledgers, telephones, checks, and carbon paper were in fact better than this mess.

I still don't understand why BMO didn't just have M&I / Harris take over the accounts and migrate them into the existing M&I platform. Or have a company like TSYS or First Data manage it.

Unless the ultimate goal is to drive off the "professional" card portfolio and just keep Diners Club as a corporate payment & t&e product.

If so, this is certainly a great way to start.

I've gotten permission to post some info

1. Corporate Customer RELATIONS - Wendy Velasquez, 289 305 5895
their phone system is broken (!) so once the voiceprompt comes on, press 1 for directory and spell out: Velasquez

2. Her supervisor who I have had extended conversations with:

Gigi Gonyea: gigi.gonyea at bmo.com
289 305 5131

[Moderator edit: squeakr reports that as of 12.14.2011 Skeka James in no longer able to assist with individual problems]

3. For Club Rewards Issues, and issues that Wendy can't resolve -= -
Sheka James: sheka.james at bmo.com

On the dinersclubus.com website, when you sign-in, there's now a pop-up note which says.....

DC identified issues for accounts for the period Nov 8-Dec 2
Impacts both paper on online statements
In Dec 2011 and Jan 2012, DC will credit "all account deliquency and late fees incurred"
Apologies, etc.

On the dinersclubus.com website, when you sign-in, there's now a pop-up note which says.....


Note specifically refers to "corporate" accounts, and also says that if you are able to view your statement online you are not impacted

Wow, what a clusterfudge of a deal DC is now!

A payment I mailed in is not shown on the online statement, but after calling in, it is posted, but not reflected in balance or anything. Electronic payment made is posted on line, but agent does not show it in their system.

I asked for the name and address of the Operations Manager, but my request was declined by the rep.

Other oddities: I've been notified that I have a credit line of $20k. Alot of good that does on a charge card when you have to pay the full balance within the statement period.

It's understandable that there are rough spots in transitions within companies, but the number of problems I've seen and experienced, and the overall arrogant attitude that comes across, makes me want to write a letter to every address I can find for DC, Harris, BMO, etc to express my dissatisfaction.

It seems they are either truly fouled up and just can't pull their pants up and get back on track, or they're gaming the card members to entice us to cancel accounts. What a way to run a business!!

I won't make threats, as that's fairly childish, but I will say I'm not inclined to use this card or renew.

I asked for the name and address...

Try here:

http://www.flyertalk.com/forum/diners-club-club-rewards/1290378-escalate-bmo-corporate-customer-service.html

Wow, what a clusterfudge of a deal DC is now!


Other oddities: I've been notified that I have a credit line of $20k. Alot of good that does on a charge card when you have to pay the full balance within the statement period.

I.

Isn't the point of the credit line to inform you of the maximum you can have in billed and unbilled charges; in other words your max exposure to them at any time. The fact that you have to pay every month is irrelevant as many people might spend more than their credit limit allows. I too have a 20k limit and as someone who spends about 10k a month on the card I have to pay the bill well before the due date to make sure I don't bump up against my limit.

Only 7 minutes on hold last time... Agent had answers, seemed to understand things were really bad and very apologetic.

Rewards Xserve to DL on 12/30 went without a hitch, also with a great agent.

Hopefully BMO is going to be on a path of continuous improvement?

Cheers, mj

Probably, because it would be almost impossible to get much worse. In the history of credit cards, has the performance of any bank been quite so abysmal as BMO's totally incompetent administration of Diners?

In the history of credit cards, has the performance of any bank been quite so abysmal as BMO's totally incompetent administration of Diners?
Well, keep mind that this happened at a changeover of ownership of a card program. How often does that happen? (And, furthermore, how often to something that's nominally a charge card with its own points program? The last time Diners Club US changed hands, there was no world wide web on which to discuss it yet!)

I can certainly think of other credit cards that have had horrid customer service in the past (without ownership changes necessarily), but that was more spread out over time. It's still a bit early to do a long-term verdict for BMO.

Well, keep mind that this happened at a changeover of ownership of a card program. How often does that happen? (And, furthermore, how often to something that's nominally a charge card with its own points program? The last time Diners Club US changed hands, there was no world wide web on which to discuss it yet!)

I can certainly think of other credit cards that have had horrid customer service in the past (without ownership changes necessarily), but that was more spread out over time. It's still a bit early to do a long-term verdict for BMO.As of this morning, I still have no online access to any transaction past my November 10, 2011 statement, and no online access to my Club Rewards account.

The only improvement I see is that someone at HQ has told me they are looking into the issues.

Logged on to my account today to make my payment, and the website keeps erroring out not allowing me to make a payment. So, I try and call DC twice, go through the littany of automated questions/prompts to ask to speak to an agent, and then get told there is no one to answer the call and it hangs up.

WTH?? :mad:

I never thought that service could decline from Citi, but I was apparently, grossly mistaken. This lack of service/care and a functioning website is making it very difficult for me to justify keeping this card any longer.

I was able to pay yesterday, but I had to re-enter our bank account details which should have been stored. Hard to understand that aspect because it appears they are using the same payment processing intermediary that Citi had used.

... I had to re-enter our bank account details which should have been stored.

Me too and this is not the first time to have to re-enter stored data. Are they completely clueless?
John

Anyone heard any rumors or better as to when point balance -- or at least point accrual -- will return to the monthly statements??? AMEX co-branded cards seem to be able to include this data right on the statement.

Me too and this is not the first time to have to re-enter stored data. Are they completely clueless?
JohnSame issue for me this morning. It happens every month. With Citigroup administering the card is was always saved.

Anyone heard any rumors or better as to when point balance -- or at least point accrual -- will return to the monthly statements??? AMEX co-branded cards seem to be able to include this data right on the statement.
I'm not sure if it will. The whole point is that they've replaced monthly point updates with daily point updates, and so by the time your statement prints all that information is already out of date.

I'm not sure what you mean exactly by AMEX co-branded cards. Cards such as Delta or HHonors transfer once a month, so that statement shows what will be transferred. Diners MC doesn't transfer anywhere, so there's no significance (any more) to the month, given that they accure and post daily. (in fact, I think sometimes the points for a purchase post before the purchase itself does!)

Does AMEX MR let you see daily updates on MR points from purchases? (It didn't hte last time I earned any, but that was years ago.)

Better IMHO is if they could do perhaps quarterly point statements (separate from card statements), but given the precedent of annual summary, those would likely only be avialable online (for printout).

Does AMEX MR let you see daily updates on MR points from purchases?

Not in the USA, although they do in some markets. The USA Membership Rewards statements lag about 60 days behind, while the website is about 30 days behind because the points are not considered earned until the transactions are billed and paid.

I assume BMO removed rewards from the statement because they are hosted in a separate IT system, as evidenced by the completely different website appearance.