Friday, November 6, 2015

I Think Discover is Just Guessing - Brilliant but Bad Customer Service

Earlier tonight many of us received emails from Discover saying that purchases made with gift cards are excluded from 10% Apple Pay bonus.

The problem is that many people, including myself, received these emails multiple times when our receipts clearly show that gift cards were not purchased.  I'm going to go out on a limb here and say that Discover doesn't actually know what you bought but they are sending out the emails anyways.

So why is Discover doing this?  It's actually brilliant. If Discover doesn't have the ability to know whether you purchased a gift card, they assume you did if you spent a lot of money repeatedly within a short period of time.  Anyone who complied with the terms can submit a receipt and receive their deserved cashback.  Anyone who didn't comply, well they didn't comply with the terms so they won't be getting their cashback. Guilty until proven innocent.

Here's the problem.

1) It's really annoying.  I have to do extra work even though I complied.  Not good customer service.

2) Some people don't keep receipts.  What are they supposed to do?

Here are 3 examples from my receipts from Staples which automatically get emailed to me (and I keep a paper copy as well for tax purposes) that show I didn't buy gift cards.  Thankfully I can just submit that.  We'll see how this develops.

Others have reported the same on Twitter.