Tue. Jan 19th, 2021

For some consumers, Economic challenges were presented in 2020: pay cuts, furloughs and job losses in supermarkets, plus sticker blows in the wake of COVID-19. A credit card can help you weather these storms, and most people surveyed by US News about card satisfaction in 2020 said they were happy with them.

At the end of 2020, more than 5,600 users of major credit cards rated their satisfaction overall and with card rewards, billing processes and other factors. US News also saw credit card complaints Consumer Financial Protection Bureau, Or CFPB.

Here’s what the card holders had to say.

Credit card satisfaction scorecard

In general, consumers with credit cards of major issuers are satisfied with their cards. Main complaints related to the cost of the card, such as Annual Fee Or annual percentage rate.

This survey respondents like and dislike about their cards:

  • Eighty percent are either satisfied or slightly satisfied with their primary credit card 2019 consumer credit card satisfaction survey. Just 4% said they were dissatisfied.
  • More than three-quarters gave their credit card high marks for online account access and fraud prevention, And nearly as many said they are happy with the billing processes and credit lines.
  • Consumers reported average satisfaction with credit card rewards and benefits. Rewards are satisfactory for 66%, and sign-up bonuses are sufficient for only 41% of cardholders surveyed. Card benefits are substantial for 64% of consumers who are polluted.
  • Cost is an important point for some cardholders. APR and annual fees are the top complaints for 16% and 11% respectively.
  • The most recent CFPB complaint data shows that Americans struggled most with statements, card fees or interest charges, or problems with obtaining a card.

Which credit card issuers provide the most satisfaction?

Some credit card issuers provide better service than others. US News analyzed data from the 2020 Card Satisfaction Survey and the CFPB Complaint Database to find out how the major issuers piled up.

Here is more about the customer satisfaction rating of each issuer. The issuers below are listed in alphabetical order.

American Express

Total Satisfaction: Among those polled, 89% said they were either satisfied or very satisfied, and only 3% said they were dissatisfied.

What customers like: Online account access and mobile apps (77%), privacy and fraud prevention (76%), billing (75%), credit lines (71%), and rewards (66%).

What customers don’t like: APR (16%), annual fee (11%), sign-up bonus (9%), rewards (7%) and balance transfer (4%).

Total 2019 CFPB Complaints: 2,081.

Percentage of CFPB complaints closed with monetary relief: 16%.

  • Trouble purchasing on your credit card statement.
  • Advertising and marketing, including promotional offers.
  • Issue with credit card rewards.

Bank of america

Total Satisfaction: Of the users polled, 80% said they were either satisfied or very satisfied, and only 3% said they were dissatisfied.

What customers like: Online account access and mobile apps (76%), privacy and fraud prevention (75%), billing (73%), credit lines (70%), and rewards (66%).

What customers don’t like: APR (12%), annual fee (10%), sign-up bonus (8%), rewards (7%) and cardholder benefits (6%).

Total 2019 CFPB Complaints: Is 1,878.

Percentage of CFPB complaints closed with monetary relief: 30.1%.

  • Trouble purchasing on your credit card statement.
  • Fees or interest charges.
  • Problem while paying.

Barclays

Total Satisfaction: Among the users polled, 78% said they were either satisfied or very satisfied, and 6% said they were dissatisfied.

What customers like: Credit lines (71%), online account access and mobile apps (70%), privacy and fraud prevention (65%), billing (62%), and credit reporting (57%).

What customers don’t like: APR (28%), cardholder benefits (22%), annual fees (18%), credit reporting (14%), and communications and marketing (13%).

Total 2019 CFPB Complaints: 881.

Percentage of CFPB complaints closed with monetary relief: 21.8%.

  • Trouble purchasing on your credit card statement.
  • Fees or interest charges.
  • Get a credit card.

capital a

Total Satisfaction: Cardholders voted, 83% said they were either satisfied or very satisfied, and 4% said they were dissatisfied.

What customers like: Online account access and mobile apps (79%), privacy and fraud prevention (77%), billing (76%), credit reporting (70%), and credit lines (69%).

What customers don’t like: APR (23%), sign-up bonus (13%), annual fee (13%), rewards (11%) and credit line (8%).

Total 2019 CFPB Complaints: Is 3,655.

Percentage of CFPB complaints closed with monetary relief: 21%.

  • Trouble purchasing on your credit card statement.
  • Fees or interest charges.
  • Issue while payment.

The chase

Total Satisfaction: In a survey conducted by US News, 84% said they were either satisfied or very satisfied, and 4% said they were dissatisfied.

What customers like: Online account access and mobile apps (78%), privacy and fraud prevention (78%), billing (77%), credit lines (73%), and rewards (72%).

What customers don’t like: APR (16%), annual fee (11%), rewards (6%), sign-up bonus (6%) and line of credit (4%).

Total 2019 CFPB Complaints: Is 2,406.

Percentage of CFPB complaints closed with monetary relief: 13.1%.

  • Trouble purchasing on your credit card statement.
  • Close your account
  • Get a credit card.

City

Total Satisfaction: Of the cardholders polled, 82% said they were either satisfied or very satisfied, and 4% said they were dissatisfied.

What customers like: Online account access and mobile apps (76%), credit lines (72%), billing (71%), privacy and fraud prevention (70%), and rewards (70%).

What customers don’t like: APR (18%), sign-up bonus (12%), annual fee (9%), cardholder benefits (7%) and rewards (6%).

Total 2019 CFPB Complaints: Is 3,769.

Percentage of CFPB complaints closed with monetary relief: 14.7%.

  • Trouble purchasing on your credit card statement.
  • Fees or interest charges.
  • Issue while payment.

Discover

Total Satisfaction: Among the users polled, 88% said they were either satisfied or very satisfied, and 4% said they were dissatisfied.

What customers like: Billing (84%), Privacy and fraud prevention (83%), Rewards (81%), Credit reporting (80%), and Line of credit (79%).

What customers don’t like: APR (14%), sign-up bonus (7%), annual fee (6%), line of credit (5%) and cardholder benefits (4%).

Total 2019 CFPB Complaints: Is 1,119.

Percentage of CFPB complaints closed with monetary relief: 9.7%.

  • Trouble purchasing on your credit card statement.
  • Get a credit card.
  • Close your account

Synchronized bank

Total Satisfaction: Among the users polled, 79% said they were either satisfied or very satisfied, and 5% said they were dissatisfied.

What customers like: Billing (74%), Privacy and Fraud Prevention (71%), Credit Reporting (67%), Line of Credit (67%), and Online Account Access and Mobile Apps (65%).

What customers don’t like: APR (21%), sign-up bonus (19%), annual fee (12%), cardholder benefits (10%) and rewards (9%).

Total 2019 CFPB Complaints: Is 2,290.

Percentage of CFPB complaints closed with monetary relief: Is 19.6%.

  • Trouble purchasing on your credit card statement.
  • Get a credit card.
  • Fees or interest charges.

Us bank

Total Satisfaction: Among the users polled, 75% said they were either satisfied or very satisfied, and 3% said they were dissatisfied.

What customers like: Billing (68%), Privacy and Fraud Prevention (68%), Line of Credit (67%), Online Account Access and Mobile Apps (63%), and Credit Reporting (55%).

What customers don’t like: APR (10%), annual fees (8%), communications and marketing (7%), credit reporting (7%), and balance transfers (6%).

Total 2019 CFPB Complaints: 681.

Percentage of CFPB complaints closed with monetary relief: Is 15.3%.

  • Trouble purchasing on your credit card statement.
  • Fees or interest charges.
  • Get a credit card.

Wells Fargo

Total Satisfaction: 76% of those polled said they were either satisfied or very satisfied, and 4% said they were dissatisfied.

What customers like: Privacy and fraud prevention (71%), billing (67%), balance transfer (67%), credit reporting (63%), and online account access and mobile apps (75%).

What customers don’t like: APR (11%), annual fee (10%), sign-up bonus (10%), rewards (9%), and communications and marketing (6%).

Total 2019 CFPB Complaints: 926.

Percentage of CFPB complaints closed with monetary relief: 20.1%.

  • Trouble purchasing on your credit card statement.
  • Get a credit card.
  • Fees or interest charges.

What to do if you are not satisfied with your credit card

If you are not happy with your credit card, you have options. First, Reach your card issuer To see if your complaint can be resolved. But remember that this is not the last word if you do not reach a resolution.

When you are dissatisfied with your credit card, you can learn more about those steps:

Call your credit card issuer. You may be surprised how much you can achieve by just picking up the phone. Think your APR is too high? You might be able to Reduce it If you just ask. Don’t forget your card’s annual fee Either to remove it or to reduce it can work well.

Be prepared with the facts. Sometimes, getting results is more than a simple request. You may have to backup your complaint with additional information. For example, you could Compare your APR With APRs for other cards.

Choose a different credit card. If you are not happy with your credit card, then hundreds of others are competing for your business. You can definitely find one that better suits your needs.

submit a Complaint. If you contact the card issuer with a problem but do not hear back, you can file a complaint Online with the Consumer Financial Protection Bureau. The CFPB will forward your complaint to the credit card company and work to get a response, usually within 15 days.

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