I am new to the Gartner Blogsphere. I will be using this space to share real world situations. No theory, just plain real world circumstances. My first post is my own personal experience on how one company, Discover Card, just doesn’t get it when it comes to CRM.
My story starts on May 22, 2009 when I mistakenly sent a payment to my landscaper for $x,xxx that was intended to pay my monthly Discover Card bill. The only way I found out I made this mistake was my wife was declined to make a purchase on our Discover Card on May 27th. After she informed me, I went online to my bank and found the mistake, a mistake I freely admit I made. I called Discover Card, they tell me I must pay the bill and only then could they eliminate the finance charges on my account. It seemed like a reasonable request, I complied. Keep in mind, I have never in 10 years carried a monthly balance on my account. However, I have purchased a significant amount of goods for which Discover has received healthy transaction fees from the merchants. So my expectation was they would waive all finance charges and late fees.
On June 2, after my payment was posted, I again called Discover Card. They informed me that they could waive the finance charges but not the late fee. After being a customer for over 10 years and always making payments in full, Discover Card was not going to waive a $40 dollar late fee! I asked Discover whether they were willing to sacrifice $1,000s in future potential transaction fees for a mere $40. Discover Card’s response was that it was their policy. After asking for a manager and not getting one, I informed them I was no longer a customer.
Discover Card demonstrated CRM at its worst.