Dear Liz: For many years, I had two credit cards that earned airline miles on all my expenses. I consistently paid my bills in full and on time, so I never missed a payment.
Earlier this year, I mailed a check to settle the balance as I always did. However, after three weeks, I noticed that the check hadn’t cleared. I thought maybe it got lost in the mail, so I stopped waiting for it and paid the amount online instead.
Then, out of the blue, the check finally arrived at the bank. It was returned, and now both my cards have been canceled even though I paid everything in full.
I reached out to customer service multiple times. Each time, the supervisor said I had a solid case, but then I received a letter denying my appeal to restore my card.
I attempted to apply for a new card, but that application was denied as well. My credit score is quite high, and this feels really unfair given my history as a loyal customer.
I have other credit cards, but these ones were especially important for accumulating miles since I travel frequently. Is there any way to change this decision?
Answer: It’s often challenging to get a credit card issuer’s automated system to pay attention and make exceptions.
You’ve done the right thing by repeatedly calling customer service. The people you speak to can vary significantly in their ability to resolve issues. Sometimes, you just have to keep calling until you find someone knowledgeable or willing to help.
At this point, your next step should be to reach out to the bank’s executive office. That could get you either a form letter or, fingers crossed, the attention of someone who sees the unfairness of your situation and is motivated to assist.
In the past, complaints to the Consumer Financial Protection Bureau have prompted banks to treat customers more fairly. Although the agency’s future has been uncertain due to political challenges, it is currently accepting complaints again, though it’s unclear how effective they will be.
Regardless of how your situation evolves, you might want to avoid sending checks by mail in the future. There are rising incidents of scams involving both email and checks, so opting for electronic payments is generally a safer approach.
Don’t be too quick to give up on earning miles with your preferred airline. Other credit card companies offer travel rewards that let you earn miles for airlines as well as hotels and other travel-related expenses. While airline-branded cards can help you gain elite status and other perks, general travel reward cards provide more flexibility for bookings across different carriers.
