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History of Costco's Catastrophe Credit Card Counter
Today, two month later, some Costco members are saying that there are still big issues - and that Citi, the card issuing company, and Costco are not doing enough to fix them.... Besides the fact that Visa is Costco's only credit card customer, the move means that 11 million of Costco's 81 million members around the world with Costco branded credit card purchases had to move from the TrueEarnings American Express Costco card to the Costco Anywhere Visa.
The first problems varied from general bewilderment to clients not getting their new card and difficulties getting a support call. Michael Corbat, CEO of Citi, reacted to the July complaint by saying that concern was "something we can fix in a hurry. "But Costco members say the solution never came.
"I' m not a Costco member anymore. Getbrook said he phoned Citi and Costco four times to get Citi to mail his bride a working, branded credit card, but that never happen. Eventually, Holbrook cancelled his Costco affiliation and all his Citi credit card.
Taking the lead in coping with the credit card issuance change, Citi claims the change was a successful one, with nearly 900,000 new credit card uses. Furious clients, Citi says, are a small percentage. Costco members' most frequent grievances concerned the procurement of the new credit card.
A lot of people said that Citi sent them non-authorized credit card numbers, credit card with wrong member numbers or just nothing. "Costco is a faithful customer of ours, so we will keep the memberships, but we will reconsider when we get back home from our outreaches. Automated payments fail in a number of cases - something that some clients only discovered when Citi calculated interest on unsettled credit or cancelled users' credit card accounts.
Earnest Garcia, from the island of Amelia, Florida, said he spoke to Citi on the telephone two to three times per week for the last three to four weeks trying to find out a solution to a payment automation bottleneck. Last Sunday the matter got to the point when his wife's card was cancelled, despite the company's pledge that this would not be the case.
Garcia said in an e-mail: "She was informed by the waiters that Citi/Visa had canceled her card. "I' ve been a client since they were known as Price Club in the 90s, and now Costco and I have been willing to dispose of them... I' m in retirement and my lifetime is [too] brief to go through this.
Specific disbursements made around the date of transfer do not appear to have been carried over from American Express to Citi, and other members voiced concern about the card's annual percentage rate of charge. Regardless of the cardholder's early issues, long waiting periods to talk to support staff were a frequent cause of disappointment. After all, some of our clients hanged up before they could get an answer.
Costco members talked about the frustration of back and forth with Citi by telephone, SMS, email and post that lasted from several business day to more than a months. Over one Costco member said that the mess continues and that they will have to delay until they get their next credit card bill to see if Costco has resolved the problems.
However, from Citi's point of view, the move was a successful one - and the organization has evidence to support it. "The call volumes at 20 June were pioneering with a portfolios of this magnitude and an eight-month backlog in which we were unable to answer queries about the new products or current clients as the portfolios were with another issuing group.
" However, after a few long waiting days, Bombardier said that Citi had been working to solve the issue. "Whilst we apologised for this discomfort and prepared with staff for the changeover, we quickly took extra measures to better cover the need for the new cards," she said in an e-mail.
"Meanwhile, call waiting time has decreased significantly. As an example, this week-end the call waiting time was in seconds on a average. "Costco has expanded its store staff, with about 20 or more staff at each site, to help clients register for tickets and respond to questions," said Bombardier.
In addition, Citi boosted its call center headcount. He has also upgraded his FAQs with information about the bill of exchange and will not charge belated charges for payment to Costco bank Accounts until the end of July. Lightspeed Financial Services Group's Lightspeed Financial Services Group published a July paper showing that 5% of clients were reporting adverse experiences with Costco in connection with the introduction of the new card.
Within a period of one months after the issue of the new card, 80% of clients had used the new card - an accomplishment that 90% found positively. YouGov Brand Index figures also indicate that the retailer's consumer perceptions have remained unaltered through the change. "In the first three and a half week after the move, $5.7 billion in Citi Costco card transactions were made.
Citi' s credit card business in the Americas increased by 13% in the second quarter due to the acquisition of Costco credit card business. The Lightspeed began its reporting by stating that Costco's credit card transfer was primarily negatively reported in the press, although most members did not see it that way. At Costco, we are a retail company that depends strongly on our customers' retention.
In the past year, Deutsche Bank quoted that allegiance was "Amazon-safe" as a rationale for Costco. "Costco would be very kind to offer all its clients something as a token of good will that they value their clients.