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customer service

Q&A: Your credit card was unfairly canceled? Here’s how to fight back

July 22, 2025 By Liz Weston Leave a Comment

Dear Liz: For decades I owned two credit cards that earned airline miles with all my expenditures. I always paid the bills in full on time and never missed a payment. Earlier this year, I mailed in checks to cover the balance as I always do. But then I noticed the checks had not cleared my account after three weeks. I assumed the payment was lost in the mail, so I stopped payment on the checks and paid the amount I owed in full online. But then the checks came through to the bank. Since the checks had been stopped, they were returned, and even though I had paid my bill in full, both of my cards were canceled.

I called the customer service number several times and spoke to supervisors and they all said I had a great case, but then I received letters back rejecting my requests to get my cards restored. I tried to apply for a new card and that too was rejected. My credit rating is very high, and this seems very unfair to me as a longtime loyal customer. I have other credit cards but these were the most important to me for the accumulation of miles as I travel a lot. Is there anything that can be done to reverse the decision?

Answer: You need to attract the attention of a human being with the power to override this credit card issuer’s automated systems and that’s no easy task.

You did the right thing by calling the customer service number several times, since phone reps can vary considerably in their ability to solve problems. You might have to cycle through several reps before you find one with enough savvy, training and interest to actually help you.

Since you washed out with the phone reps, your next step should be contacting the office of the bank’s chief executive. That may just earn you a form letter, or you may catch the attention of someone who realizes how unfair the cancellations were and who is motivated to help.

In the past, a complaint to the Consumer Financial Protection Bureau often prodded banks and other companies to do the right thing by their customers. The current administration’s attempts to kill the bureau are being challenged in court, and the agency is currently accepting complaints again, but it’s unclear how much help you can expect to get.

Even if you can’t get the bank to reconsider, you should resolve to stop sending checks through the mail. Mail theft and check fraud are soaring, while electronic payments continue to be a safer and more secure way to pay.

Also, you don’t have to give up accumulating miles for your favorite airline. Other credit card issuers offer general travel rewards that allow you to transfer miles to airlines (and hotels and other travel providers). While airline-branded cards can help you earn elite status and come with other perks, general travel rewards cards offer the flexibility to book with a number of different carriers.

Filed Under: Credit Cards, Q&A Tagged With: cancelled credit card, CFPB, Consumer Financial Protection Bureau, customer service

Tuesday’s need-to-know money news

August 25, 2020 By Liz Weston

Today’s top story: How to avoid waiting on credit card customer service lines. Also in the news: COVID-19 refunds on campus, why older Americans might be having trouble getting credit cards, and money-saving tips everyone should know.

How to Avoid Waiting on Credit Card Customer Service Lines
Alternatives to sitting on hold.

Will You Get a Refund If COVID-19 Closes Your Campus?
You might get a refund for room and board, but don’t expect a tuition refund if campus shuts down again.

Why older Americans might be having trouble getting credit cards
How banks determine creditworthiness.

Money-Saving Tips Every College Student Should Know
Saving money whenever possible.

Filed Under: Liz's Blog Tagged With: college campuses, COVID-19, Credit Cards, customer service, money saving tips, Seniors

Refusing to pay could hurt you more than them

December 11, 2017 By Liz Weston

Oh, the injustice of it all.

Who among us hasn’t felt abused as a consumer? We get billed for stuff we didn’t receive, or that doesn’t work, or that didn’t live up to its hype. Companies charge us unexpected fees and insist the costs were revealed in the fine print. Health insurers take customer disservice to a whole new, awful level, inexplicably refusing to pay for services they promised to cover and deluging us with impossible-to-decrypt paperwork.

It’s understandable if you feel that enough is enough. But taking a righteous stand against paying an unfair bill can boomerang on you — hard.

In my latest for the Associated Press, situations where you might be tempted to refuse to pay, and what you might want to consider doing instead.

Filed Under: Liz's Blog Tagged With: bad customer service, customer service, fees, insurance companies

Credit card fraud alerts: don’t be too impressed

February 4, 2014 By Liz Weston

Dear Liz: My wife and I have had our bank’s airline cards a long time, but we want to change because it’s become almost impossible to cash in the miles. What I don’t see in various card-comparison articles are ratings of the card issuers for customer service and fraud protection. Our bank has been quite good at both, but what about the other issuers?

Answer: People are often unduly impressed when their credit card issuers contact them frequently about possibly fraudulent charges. The issuers are the only ones at risk in these situations, since under “zero liability” policies you can’t be held responsible for bogus charges. Also, if their software were better, they might do a better job of separating legitimate from fraudulent transactions and have to bother you less.

In any case, it’s tough to tell as a customer how good the issuer’s fraud prevention measures are. So perhaps a better metric to use is customer service, and J.D. Power publishes an annual credit card satisfaction study that tries to gauge six factors: interaction; credit card terms; billing and payment; rewards; benefits and services; and problem resolution. American Express has ranked at the top of the survey every year since it started seven years ago. Discover ranked second for 2013 and Chase ranked third.

Filed Under: Credit Cards, Q&A Tagged With: credit card fraud, Credit Cards, customer service, fraud

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