Letter to Head-Customer care-Credit Cards. Review on ABN AMRO Group

Inspite of the following letter, I still get a 'amount due' statement, every month.

The Head

Customer Care

ABN Amro Credit Cards Divison 29.6.2004

Sub: A lesson in Customer retention failure

Ref: An active but not in use Freedom Card – 5415 3823 0026 8323Dear Country Head/ Vice President / Manager,

I write this letter in great anguish. I was what you would call the perfect Customer, using only ABN card (inspite of having 5 other bank cards), and paying on time, never carried forward a bill, and in full.I was given a freedom card ‘free’ because I held an account with you and was happy to use it, recommend it. All was well, until my first year ended.

When I received my statement, I was going to as usual pay in full. Suddenly, I got 2 calls from your associates, offering me a free card, again, for another year (without a clue on my background, and the fact that I already had a card).I called your customer desk, and clarified, that if a new customer was being offered new card, with all risk associated, why not waive my fee, a model customer and they wouldn’t have to even bear cost of collaterals.

Unexpectedly, no one took a decision, and everyone offered me waiver against accrued points, or an increment and then settlement, offering me minimum fee etc. Now, money is not an issue with me (please check my card history before Nov 203), but this was a case of Principle.

Mind you, all along and even now I get calls for free card.

I stopped using ABN and advised your bank to cancel my card and settle my points.

I have since then fielded 3-4 calls from your customer desk of almost 30-35 minutes each, and have had to explain the scene to everyone, but no one took a call.Unfortunately, my wife (who has an add on card), unintentionally used it for a transaction (inspite of my request to cancel the card, your bank maintains active status on both), the bill for which did not reach me (else I would have cleared the same as always).

Now I get statements every month and even your credit card collection agency lands up in my house (at 9 pm..?).

I have called your bank twice asking them to send me a bill for the transaction and the same shall be cleared, but no .. they want to only send automatic statements where the amount inflates every month.

This letter seeks your feedback, as well treat this as a customer suggestion, and a point to ponder over. I also request that my card account be closed, the transaction bill sent to me separately for me to clear the same.

Regards,

Gitesh Aggarwal