« on: July 27, 2007, 07:21:42 PM »
What every happened to people like Marshall Field? I have a Visa through Suntrust bank. On my last statement I wrote a change of address with my payment. Well, when the second week of July rolled around and I had no bill, I called. They hadn't changed the address, so I told them to. Of course, they didn't send another bill. On July 27 I told them I don't have a bill. They said oh we'll send one, but it won't arrive in time to avoid a late fee. They offered to do a phone payment, but I didn't want to. Even though they admitted they never sent a statement to the correct address, they refused to waive the fee. What happened to the customer is always right? My favorite is now they lie saying they offered to fax me a bill (they didn't). They also don't have supervisors. They have a manager call back set up, but of course they never called back (their excuse? "I don't know why a manager hasn't called you yet"). This is really depressing how bad their "world-topping customer service" (they say something like that every time they answer the phone and before they say goodbye) is. If I want a paper statement, why not extend the due date by a few days to get me one and keep me as a customer? Why lose a customer over a $35 fee?
The funny thing is, I never have problems with AmEx, who uses an Indian call center, doing me favors (in fact they go above and beyond), but the one time I call the American based customer support for my Suntrust Visa, they take me to the railroad?