With all of the hanky panky going on with merchants holding onto customers’ cash but not providing the service (see AMEX and AirFrance collusion: https://www.flyertalk.com/articles/is-air-france-is-refusing-cash-refunds-in-a-deal-with-amex-france.html), I’m curious to know which issuers have a solid track record of customer service.
In terms of my own experience, it’s been rather poor. I hold cards from AMEX, Barclays, BoA, Citi, and City National Bank. AMEX’s anti-consumer actions as of late (denying chargebacks, clawbacks of travel credits that were refunded from many months ago) have left a foul taste in my mouth. Barclays is stuck in the 20th century with their processes and tech stack - you need to fax in chargeback requests, for instance, and they only correspond with you on status through USPS. City National Bank stripped their Crystal Visa Infinite card of most of its benefits, and left a lot of their customers in a lurch when Visa shut down their travel agency (and thus they couldn’t cancel tickets purchased via rewards). I don’t plan on keeping that card when the next AF hits in July.
So that leaves Citi and BoA. To be honest, these are sock drawered cards (Citi Dividend, Alaska Visa) that I don’t have a lot of experience with. Interestingly, I have heard positive things about Citi, so I’d be curious to hear from others on this.
If there are any smaller credit unions, or other issuers that people like, let’s share them here.