whether you get someone in North America to answer your call highly depends on what card you have, reflected by the annual fee you pay. I can't remember having a non-English/French native speaker answering my calls over the last decade.

BTW I worked at their office before and they do have non-native speakers answering the phone, just like ANY other credit card issuers in Canada.

When I had a serious problem or I just wanted to rant, I faxed or sent snail mail to the head office (in Markham). Both fax number and address can be found on their website.

One time it's just me ranting how they cheapened a card by eliminating the "by invitation only" requirement, some guy called me back and offered some goodies.