Major CC company w/onshore/NA customer service?
Jun 26, 2023, 10:32 am
#1
Original Poster
Join Date: Jan 2005
Location: Detroit
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Major CC company w/onshore/NA customer service?
I'm currently with Citi which for the most part has been smooth sailing. However, I recently had an issue with a fraud claim, which is still not satisfactorily resolved. I keep getting transferred to their fraud department which is using offshore agents and I'm having a hard time communicating with them. They're all very nice (and they communicate just fine), but I think things are getting lost in 'translation' and questions are not getting answered and concepts are not being understood. Since I'm beyond frustrated with Citi for this whole thing (Beyond the agents, their process is not good), and likely looking to shift my business as a result, are there any major US CC companies that primarily have onshore/north american based customer service teams? I'm primarily looking for cashback cards and not afraid of a fee for the right level of service. Amex is not an option (already have one) given where I primarily need to use it.
Jun 26, 2023, 10:39 am
#2
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It seems like I always get a U.S.-based rep when I call Customer Service for my U.S. Bank Altitude Reserve Visa card. Not sure if that is the case for every credit card issued by U.S. Bank.
Jun 26, 2023, 12:29 pm
#4
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Discover advertises USA based customer service. 100% U.S.-based customer service:You can reach a live agent anytime by calling 1-800-347-2683. Certain specialized customer service agents may not be available 24/7.
Jun 26, 2023, 1:01 pm
#5
Join Date: Oct 2004
Location: Indianapolis area
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I've had what appear to be US based agents when I've called Wells Fargo. Haven't had to deal with anything major but the experience with minor stuff has been good.
Discover has always had excellent US based agents.
I had to call Amex this week after a poor chat experience - wasn't overly impressed.
Discover has always had excellent US based agents.
I had to call Amex this week after a poor chat experience - wasn't overly impressed.
Jun 26, 2023, 1:56 pm
#6
Moderator: Budget Travel forum & Credit Card Programs, FlyerTalk Evangelist
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Tend to agree about Citi.
Their agents are very courteous and patient, but my interactions have been less than satisfactory
Their agents are very courteous and patient, but my interactions have been less than satisfactory
Jun 26, 2023, 2:08 pm
#7
Join Date: Jun 1999
Location: NYC/LA
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I had an issue with Citi resolving a fraud claim properly even when dealing with US based agents. I ended up putting the details in writing and sending it to their designated address for billing disputes, which did the trick.
Jun 30, 2023, 9:35 pm
#9
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Jul 2, 2023, 4:32 am
#10
Join Date: Aug 2015
Posts: 139
Do your calls happen during normal US business hours? If not, that could be why you're getting people off shore. If I get someone offshore I will usually ask to please connect me with someone in the United States and most times they have no problem transferring the call.
When I've called for my Chase cards as early as 7AM Eastern I was connected with someone in the US, particularly somewhere in the South.
When I've called for my Chase cards as early as 7AM Eastern I was connected with someone in the US, particularly somewhere in the South.
Jul 2, 2023, 6:20 pm
#11
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Do your calls happen during normal US business hours? If not, that could be why you're getting people off shore. If I get someone offshore I will usually ask to please connect me with someone in the United States and most times they have no problem transferring the call.
When I've called for my Chase cards as early as 7AM Eastern I was connected with someone in the US, particularly somewhere in the South.
When I've called for my Chase cards as early as 7AM Eastern I was connected with someone in the US, particularly somewhere in the South.
Jul 2, 2023, 7:01 pm
#12
Moderator: Budget Travel forum & Credit Card Programs, FlyerTalk Evangelist
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Jul 2, 2023, 11:33 pm
#13
Join Date: Sep 2011
Programs: Virgin Atlantic Silver, IHG Diamond, Bonvoy Gold, Hilton Diamond, AA Platinum Pro
Posts: 1,386
Note that many smaller banks and credit unions also use 100% U.S. agents. If you can find a card with a rewards program that works for you, also a good option.