I work in Risk Management for a major card company. If your spending limit is reduced, your spending privileges are suspended, or if your account is involuntarily closed; I’m the guy you get to talk to. As you can imagine, I have the pleasure of speaking to very… passionate folks.
This tale involves me and a man who I’ll call Robert. Robert was mad that his limit had been reduced and was understandably upset.
Robert: I demand to know why you guys have reduced my limit from $20,000 all the way down to $500! I am a loyal customer, I never pay late and I’ve been with you guys for 30 years! This is ridiculous.
Me: I understand your frustration given that this was a large change. I see you’ve been with us since 2016 and we do appreciate that history. I’m happy to address the reasons why it was reduced.
From here I explain the reasoning for it being reduced and run through the letter he received regarding the decrease. Before I got to the end he cut me off and said…
Robert: This is outrageous! Why does my credit have anything to do with my limit!? I can’t believe you would do this to such a good paying customer. You are going to put my limit back right now or I am closing this account.
Me: Well sir, if you would allow me to finish explaining, we have reduced the limit BECAUSE we intend to close the account 30 days from the date of the letter. (Some states require prior notice)
He kind of just made a weird gasping sound and hung up.
I love my (former) customers.