"Rude Cs Bad English!"

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Written by: kimi on 2008-05-13

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kimi's review: Callout Comment I applied for this card back in 8-07 and was approved for $400 credit, they increased my limit to 500 four months later, I asked them to increase my limit twice and they kept on sending me a letter saying that I need to establish 4 months payment history by using the card, I used this car twice and never interested again in dillard low class clothes, I asked to convert it to AMEX and denied me in 3-08, today I checked my experian found that acct is closed so I called them and they told me that I personnaly asked to close my acct wich I never did, and they told me that they cannot reopen it, ispoke to 2 agents who are filipino who barely speak English, told me the wrong information, were extremely rude and unprofessional, asked to speak to a supervisor they denied me that for 3 times untill I found a way to her, the supervisor was filipino and I couldn't understand a word she said.

So I I'm assuming that when I called back in 3-08 they thought thatt I wanted to close the account because they don't speak or understand English

you know what to hell this card idon't need it I barely use it and can't put up with rude foriegn customer service that is worse than mcdonalds and a cheap issuer which is g. E money bank.


Comment 1 by mark
Blame The Company!! User Icon on 2008-05-13

Remarks It's pathetic or simply ignorant on our part to blame the Customer Service rep for all the troubles we're having... Did we forget that the company is still American?? And in the first place, it's the company that allowed the " outsourcing" to begin with..

so blame the company.

it's not China, nor India nor the Philippines fault..

if the system was great and the policies were customer friendly to begin with,

then we won't have this inconveniences..

and your "good" cards like Bofa, AMEX, USMAAA... They're also outsourcing their CS... So again, it's lame to Fault other the CS.

it's the companies policies that is screwing "US"

maybe, from the very start you were already biased and judgmental.

just my two cents
Comment 2 by wildrage2
No Way User Icon on 2008-05-13

Remarks I definately wouldn't go so far as to call her biased and judegmental. True, it's the credit company's fault for outsourcing I'll give you that much. But whoever is doign the customer service, whether it be outsourced or internal, should be held responsible for their actions as well. They have a job to do and they should do it. She had every right to be pissed off that's she couldn't understand who she was talking to, and that they screwed up her account. We surely should have every expectation that the people we talk to in customer service should undestand us and be able to communicate in our language. I do place the majority of the blame on GE Money Bank or Dillards, or whoever the corporate fat cat is that thought they could save somee money outsourcing... But the expectation that people we talk to in CS understand us and can communicate us by no means make her or anyone else biased.
Comment 3 by arod
I Agree With Mark User Icon on 2008-05-13

Remarks And I want to say I have Amex and GEMONEY and they have been good to me I never had any problems.

Ok you don't like these banks but for me they are one of the best.

and as out source all banks are doing it.

so get used to it... Sorry

Comment 4 by wildrage2
Ya User Icon on 2008-05-13

Remarks That's why I never bother calling customer service. I call their corporate headquarters and prod until I talk to someone who can actually help me. That, or send them certified letters.
Comment 5 by mark
How I See It. User Icon on 2008-05-13

Remarks Re being biased,

upon reading kimi's original post, she clearly and repeatedly mentioned the nationality of the CS assisting her.

I don't know how she knew, I mean did she ask during her call?

" by the way... From which country are you? Or what's your nationality?"

and her closing statement was she can't put up with foreign CS that is worse than Mcdonalds.

not that it really SHOULD matters.

my personal experience is this.

i own a MAC and last year I called for Technical support 3 times.

twice, someone from the philippines assisted me

( the reason I knew, I called around 3am Eastern Time, and I kiddingly said... Good thing you guys are still up! And she said where she was")

anyway, my complaints were resolved and I was a happy camper!!

NOW is it the girl from the Philippines who should get the merit for this?

i'd say as much as 15% of the credit... The other 85% from APPLE.

APPLE continuously excel in their CS that's why they have a loyal fanbase.

whether it be outsourced or not, the standards remain the same.

so going back to my point about GE Bank.

even if she spoke with someone from Ohio or Oregon... Or a 100% American.

I don't think the result will be different... She might be less annoyed but still no CLI and still her account will still be closed after some time.
Comment 6 by wildrage2
The Problem... User Icon on 2008-05-13

Remarks I think the problem is less with nation of origin and more with capability. The fact that communication is an issue only confounds the problem.

It seems that companies like GE and Chase have no problem outsourcing their CS, but they give them no authorization to help the customer, other then repeat mundane information. Whenever I call one of those numbers to ask anything other than what's my balance, or if I can't get a copy of my statement, I get put on hold (I'm assuming they are either calling the US office or a high level supervisor at that time), and then tell me it's fixed. Most of the time it isn't really fixed. It's a really frustrating process.

I'm sure that if the outsourced CS were authorized to actually help customers, or were properly trained, they would be of much greater help (minus the language barrier). I will say, however, that my experience with outsourced CS is that they are much more rude then CS here in the U. S. I'm not sure if it's just a cultural phenomenon, or the fact that I'm just unlucky in getting a bad employee... But I find them to be much less friendly and a lot more confrontational. Like I said, this may just be a cultural difference that I'm ignorant to, or just my bad luck.
Comment 7 by hjm331
Send Them A Letter User Icon on 2008-05-13

Remarks Send them GEMB's corporate offices a certified letter saying that your account was accidentally closed by the customer service representive and that you never requested to have your account closed.
Comment 8 by rockin35
Your Right To Be Angry User Icon on 2008-05-13

Remarks Parts of the original post from Kimi are true. I worked in a retail store chain and when Macys began outsourcing their customer service agents, I found myself repeating my questions, rephrasing them again, then asking the csr's if they understood. I would receive a pause in the conversation, the agent would put me on hold, then come back and start talking about my current balance. The original question was "How soon can I receive a credit line increase?" Simple Right? So I can attest to the frustrations of speaking to CSR's that arent as fluent in English and sometimes cant understand what customers are asking. For the most part my experience with Dillards Customer Service has been poor. I closed my account in 2006. They ran very few sales and their were no rewards in my opinion.

Comment 9 by rockin35
Re-Open The Account User Icon on 2008-05-13

Remarks If I were you, because clearly their was a misunderstanding as it relates the csr that you spoke to. Contact their corporate office in Little Rock AR and get the account re-opened. I used to work for Dillards, the owner and his sons live in Arkansas. Here is the address and phone number instead of the regular toll free number. Explain your experience with customer service and I'm sure you will get a good result. You may see if they can upgrade you to the American Express Card. Have a Great Day!!!


1600 Cantrell Rd.

Little Rock, AR 72201

Phone: 501-376-5200

Fax: 501-399-7831
Comment 10 by meya
Whew User Icon on 2008-05-13

Remarks It's getting hot in here, so take off...[Nelly]... Lol

Anyway, Kimi I can understand your frustration about the situation, but I just want to throw little two cents in, by them closing your account, that is the best thing could have happen to you. They kept telling me the same thing, that is why I let them go also. But GEMB has been wonderful to me, I had a situation where the put a over-the-limit charge on my report but after I got through with the cs rep (regardless to what race they were), it was removed from my credit report in less than 30 days and I received a letter of apology.

I hate to see you feel that way about them, and hopefully you will not have that problem in the near future.
Comment 11 by mark
Banana Republic LUXE Card User Icon on 2008-05-13

Remarks I shop a lot at Banana Republic, Gap and old navy.

i have the BananaRepublic LUXE store card financed by GE Bank.

they were very generous with CLI.

started with 300, after 3 months it became 700 then now it's 1100.

I never had any problem with them as well.
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