I was a client of Diners Club for 20 years. When it became simply another type of MasterCard, I stayed with them. I paid my bills in full, each month, for 20 years.
Unbeknownst to me, Diners Club cards were taken over by Bank of Montreal. Not long after, I received a form letter telling me my credit had been limited to a cap of $20,000 “after a review of my spending and credit information” and it basically explained they felt I was too much of a risk for anything higher. (I’m an American Express Black Card member, and my net worth is up there.)
I cut my card in half and sent it to the president, telling him basically that if they want to alienate clients with my history (and credit score), good for them, they succeeded. A month later, a woman calls from the “presidential complaints unit” (they apparently must receive a lot of complaints to have a separate unit) and tells me this is Bank of Montreal’s policy. But they don’t want to lose me, would I please come back.
“No,” I said, “unless you show me some sign of gratitude for my business. For example, raise my credit to $25,000 as a show of faith.”
She told me they could only do that with a full credit check and, of course, every credit check damages your credit score in this loony age of paying attention to computer numbers and not people.
“Ciao,” I said.
Today, I received a letter from the vice president of that woman’s presidential complaints operation (a LOT of complaints to merit separate officers), and he said, “Too bad you wouldn’t come back, but if you decide to reapply, we’ll review your application carefully.”
I suggested he not hold his breath.
Canadians are wonderful, polite people. But even my Canadian friends admit that service standards are lower in Canada than in the U.S. Bank of Montreal probably has more people in the “presidential complaints unit” than in its retail operation.
But it is good at something. It’s earned my Dumb-Ass Stupid Management Award. Congratulations!
© Alan Weiss 2012. All rights reserved.