This is Part 3 to the credit card late fee reversal installment.  After reading Part 1 and Part 2, I’m sure that pesky late fee has already been removed.   But if you need a little more help, then here it is.  In this segment, I will go over common responses Customer Service Representatives (CSRs) make and statements that are better left unsaid.

If the CSR says:

1.     “I’m sorry, I can’t do that for you.”

Naturally you would say, “Then let me speak to someone who CAN do what I request.”  This is where you wait for a supervisor and do it all over.

2.     “It doesn’t matter, how many days, if you’re late, you’re late.”

There has got to be some type of courtesy or exception for outstanding customers that have been with your company for many years.

3.     “Please hold.  I just spoke to my supervisor / manager, and unfortunately nothing can be done about your late fee.”

Indeed, that is unfortunate.  If you would be so inclined, I would like to speak to that very supervisor/manager that you just spoke to.

4.     “According to our policies, we no longer waive fees.”

These are actually strong words about a company’s policy.  In this recession, I wouldn’t be surprised that credit card companies are reinforcing their “no reversals” training amongst their reps. So don’t let this discourage you.  “So the entire company no longer makes financial adjustments?  I’m sure we can meet somewhere half way based on my long payment history.”  I would still be persistent because CSRs will always have the discretion depending on the situation.  If not, the next person up definitely will.

I once encountered a CSR from Chase that used this on me while I was acting as an advisor for a friend.  She claimed that as long as she’s been with Chase they [the CSRs] never had the ability to reverse fees.  After I provided my story she replied, “I know this sounds strange, but I will reverse this fee for your client.”  So it’s possible, you just need to soften up your CSR through persistence and facts about your established relationship.

5.     “No one here can reverse that late fee for you.”

“That is too bad.  Please allow me to speak to your supervisor.”   Being able to recognize stances that will not be changed is an art form.  The art becomes much more clearer when you understand your situation and are true to yourself.  This response from a CSR is tall telling and usually means you have a horrendous payment history.  That too harsh?   Fine, a less-than-ideal payment history.

6.     “My manager cannot come to the phone right now”

“I can wait.  Or better yet, if you can provide me with his/her direct number and name I would appreciate that”.  If you have another line, call the number you are provided while on the phone.  Make sure the callback number is a backdoor number where you don’t have to go through the automated service again.  Otherwise, you were just given the run around so the CSR can get you off the phone.

7.      “Is there anything else I can help you with?”

I hate it when they say this when they obviously haven’t resolved anything.  So let them know that.  “You actually have not helped me with anything.  I am looking to have this fee reversed because of my excellent standing and long term relationship that we have established.”

Now these are things you should NEVER mention:

1.    “I was on vacation.”

This shows lack of priority and laziness.  Just because you step away from reality for a weekend, it doesn’t dismiss you from your obligations.

2.    “I was on my honeymoon.”

Congratulations on your wedding!  You can now use some of your bridal money for this fee.

3.    “What country are you from?” or “What kind of accent do you have?”

Unless you are trying to hit on your CSR or build rapport, then don’t even ask.  CSRs aren’t dumb.  (Well some are, just kidding).  They know when you are being racist or passing judgment.  So don’t do it.  If you genuinely cannot understand your CSR, politely ask to be transferred to someone else for that reason.

4.    “I never pay fees.”

Everyone has their day.  Sometimes you need to take responsibility for failing to comply to the account agreement.  The statement alone screams special treatment which no cardholder has the right to have.

5.   “I always get my fees removed!”

It says you have received one too many exceptions.  This really doesn’t help better your standing.  Like #4, it screams special treatment.

6.    “The law says you can’t do this!”

And your mom says you’re good looking.  Who are you going to believe? I guarantee that this conversation will lead nowhere.  In fact, a brick wall just emerged from the underground preventing you further from achieving that fee reversal.  On the other side of the phone, the CSR has her legs kicked up while she’s filing her nails.  Unless you are an attorney or have an attorney on the phone, this will be a waste of your time.

7.   “I’m going to call back until I can get someone that will work with me.”

Undoubtedly, this will get you flagged.  CSR will more than likely type this to your account notes: cust will call bck and ask for LF (late fee) rvsl.  do not waive LF.  Catch my drift?  So don’t do it.

And that’s it.  Now you all have the skills to pay the bills and have those late fees reversed.  This concludes my comprehensive series on the art of late fee reversals.  Always remember that these methods are easily applicable to other businesses such as: utility companies, phone services, and the likes.  I would love to hear of your successes and feedback below.  I’ll eventually create an article on the best late fee success stories I see.

Aloha

Photo: Mareen Fischinger

Related posts:

1. How to Get a Credit Card Late Fee Reversed (Part 1)
2. How to Get a Credit Card Late Fee Reversed (Part 2)
3. Combat Tardiness; 7 Ways to Never be Late