Abysmal Customer Service. READ.
I survived 4 years with this card. The sign up bonus is a huge plus and I loved that you can redeem points for any type of travel. The good stuff ends there.
Let’s talk about three things - Customer Service, Technology, and Benefits.
1… Customer Service. I have NEVER had a pleasant experience with them. Rude, don’t call you back, and just really don’t care about you as a customer. What do I mean? Let’s use examples. a) Disputing a charge is impossible and takes 1-2 weeks for them to do anything about it. b) they’ll detect a normal charge if I go to a different coffee place than usual and not give me the chance to approve it… they will block the card and then state they can’t overnight you one. So you wait… for 5-10 business days, cardless. c) They randomly placed a “payment hold” … after 4 years on my account. Never missed a payment, never had insufficient funds… and they for the second time in a month are stating it will take 2 weeks for it to come off. So they froze my credit. We tried to get it off and they had to conference my wife, me, and my bank… but they didn’t get that far. They didn’t believe we were who we said we were even though we answered all the security questions. They started asking us to send them DOCUMENTS like our license, etc… WHAT!!! That was the last straw.
2. Technology - If you care about technology at all or want to use the website or app, be warned - they are outdated and don’t seem to be updating any time soon. They pale in comparison with companies like Chase and Citi. Also, if you are using Android or Apple Pay - TOO bad. They claim they are coming out with their own mobile payment system. Soooo… yea, guess you’ll have to wait for that.
3. Benefits - Slowly declining. used to get 10% redemption of miles back, now you get 5%, not surprised if they take this away soon.
Plenty of other cards to choose from - Chase Sapphire is a goldmine.