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.

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

They can't even take a payment?
 

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.

See other threads
 

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.

A Huge Upgrade is No Excuse
 

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 ^

What phone number did you use?

statement not issued as scheduled?
 

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.

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.

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

Payment posting not yet posting
 

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:

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.

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.

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.

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.)

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:
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!

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.

Early Returns on BMO Takeover: Utter Disaster
 

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.

Early Returns on BMO Takeover: Utter Disaster
 

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.

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