Introduction
I knew the FIA Amex to Elan Visa conversion was happening. However, I was waiting for the paper statement to come, but I never came. I also had that little voice in the back of my head going, “I feel like you haven’t made a payment in a long time.” So sure enough, I finally got off my lazy behind and signed in (rather, created my new online account) and saw this waiting for me:
Calling customer service
I finally decided to find and activate the new Visa card. I called the number on the back of the card and told the rep, “I was converted over from the AMEX and had autopay set up and was expecting for it to have paid.” She then told me that I should have gotten a letter saying that I had to re-enable it, but “not that many people read the letter” so she was able to easily waive both the interest charges and late fee.
Interestingly, she said that she could also take payments over the phone. My ears perked up and asked, “Debit cards or only checking accounts?” She half giggled like she had heard that question hundreds of times and said, “Only checking and savings accounts.” Oh well.
Lessons Learned
A few actually – 1) get off your behind and set up the new Visa card and make a payment and 2) if you were lazy like me, call them now to have them waive the fees.
Why do I have the feeling that more and more CS reps are getting into the game? It’s the perfect storm…they have access to all the information. More importantly they might have influence over their own applications…maybe?
I think next time I’m facing an uphill battle in a recon call I’ll just take a chance and say “buddy, you know what I’m trying to do. Gonna help me or what?” Can it really be much worse than telling awkward half-truths?
Not sure if the reps are getting into the game, but clearly they know the game by now. I agree though – it’d both save us time if I didn’t have to make up a lie.