Guest blogger Dan Smith: Redefining "Real Time" Service?
I don't know who has designed the payment processes at Target Credit, but it certainly isn't the people putting great designs into the store. Make a payment via the Web on the due date and you'll be hit with a $39 late fee if the payment is processed after 3pm Central time. "Manage my account" registers the payment on the date made, but simply applies it to the next day if made after 3pm. Isn't the Web supposed to be real time? Oh, and if you want to make a payment by phone it costs you $20 via a live person or $15 if paid via the IVR. Pay at the store (likely the most expensive to support and process) and it's free. Hmmm...
It seems the financial services sector is one of the last to get onboard with even reasonable customer service.
In the end I was able to speak with an agent who "completely understood" my frustration and agreed that paying the bill on a Tuesday should mean paying the bill on Tuesday, even if it is in the evening. But she was only authorized to remove $19 of the $39 charge.
Their policy and service cost them. I used the convenient website self-service to pay off the credit card completely and close the account.
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