By Clyo Beck
In our current economic climate credit card customers are seeking out low-interest promotional balance transfers as a way to help them manage their debt and, in some cases, escape bankruptcy.
However, before looking to transact a balance transfer on a new card, be aware that unpleasant consequences can impact your finances should a miscommunication occur between you and the credit card agent who is facilitating your transaction.
In my article Credit Card Balance Transfers – 6 Disasters To Avoid, I detail six financial disasters that can and do occur. This article discusses how to avoid such balance transfer mishaps.
The Cause of Balance Transfer Disasters
The problems discussed in Credit Card Balance Transfers – 6 Disasters To Avoid all revolve around a customer believing he is getting one set of terms when, in reality, he is agreeing to a different set of terms which can render the balance transfer pointless or, worse, financially damaging.
Unfortunately, once funds are transferred, there is no “going back.” The terms in place on the account cannot be changed. So it’s important for every credit cardholder to try and understand the causes behind these communication mishaps in order to avoid them.
Some of the errors can be caused by technological glitches, or caused by the errors of English-speaking North American agents who should know better.
Yet, in the great majority of cases, these problems are caused by overseas agents who simply make “communication errors” and/or omit some information that the customer should have been told.
Credit Card Agents Need Above-Average Communication Skills
In order to be able to transact balance transfer deals over the phone, an agent needs a high level of language skills that can tax the ability of “first language” English speakers.
An agent must be able to listen to what the customer is saying and understand exactly what the customer wants, despite the fact that the customer’s English may be far from perfect.
At the same time, the agent must be able to read what is, sometimes, poorly organized or confusing on-screen information about balance transfer offers available for the person he is speaking with, whether a new or established customer.
Attention of the Agent Is Fragmented
Few customers realize it, but while they are talking to a credit card agent, that agent is looking at a screen full of information. When the customer wants a balance transfer, the on-screen information can easily include half a dozen different balance transfer offers. The agent must quickly read and sort these out to see which one best meets the customer’s expressed needs.
The agent also must be able to read legal disclosures and explanations out loud, correctly and effectively, to customers. Faced with these challenges, all of which must be completed in minutes, it can be easy for an agent whose first language is not English to make errors which lead to the experiences discussed in Credit Card Balance Transfers – 6 Disasters To Avoid.
In addition, the agent receives on-screen prompts in regard to “pitches” he is supposed to make to the customer for related financial products which can further fragment his focus.
The credit card industry, as a whole, is acutely aware of these problems and is looking for solutions that will still allow it to use overseas call centers to defray operational costs.
However, until industry-wide solutions are implemented, credit cardholders are advised to be proactive in looking out for their own financial interests.
Recommended Pro-Active Strategy
1. Be aware that miscommunication can lead to unintended consequences when you transact a balance transfer.
2. Eliminate distractions and listen to the agent with 100% attention.
3. When you speak, speak clearly, concisely and respectfully.
4. Do not assume anything about the terms and conditions you are agreeing to.
5. If you’re responding to a promotional offer that came through the mail, refer to it.
6. Keep notes during your conversation and record:
o the date
o the time the conversation begins
o the time the conversation ends
o the name of the agent
o the agent’s ID number.
7. Ask the agent if he is reading from an actual offer or “winging it.” If the agent is summarizing the offer, ask him to read the actual offer to you, and then listen carefully.
8. If he reads too fast for you, ask him to slow down.
9. Write down each point in your new terms and, before final agreement, go over the proposed transaction to confirm agreement on each of the following.
o The APR (annual percentage rate) affecting each sector of your account (purchase, balance transfer, cash advance) as it is seldom the same for all.
o The number of months that the promotional rate will last for each.
o The default APR (annual percentage rate/interest rate) on each sector.
o The upfront fee for the transaction, both as a percentage and as a dollar amount.
o If the offer you are accepting is on the company website, print it out and keep it.
Lastly, should you feel you are not being understood, or that you cannot understand what an agent’s words actually mean when it comes to the legally-binding credit card terms to which you are agreeing, ask to be transferred to another agent. Should you be speaking with an overseas agent and prefer to speak with a North American agent, ask to be transferred to one.
Yet, do not request to be transferred to an agent in the United States because that would exclude Canadian call centers and it is acknowledged, in the credit card industry as a whole, that the best customer service comes from Canada.
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