purplecthulhu

Some of you may be aware that I and purpletigron have severe doubts about the chip and PIN system being introduced at the moment by UK credit card companies. A while ago purpletigron contacted their credit card company and asked to be switched to chip-and-signature. After some discussion they allowed this to happen.

I use a different credit card company - Barclaycard. I've been happy with them for many years, but had been putting off contacting them about chip&PIN since I expected they wouldn't yield and I'd have to find a new card company. This week I finally stopped having excuses and got around to phoning them.

The first person I spoke to was just a normal customer services agent on the end of the phone. I had a reasonable discussion with him, and he admitted that some of my concerns were valid (eg. the poor design of many point of sale terminals that mean your number has to be typed in full view of other customers and/or the shop's security cameras). But after this conversation he said that it was Barclaycard policy to only allow chip&signature for those people with a medical disbility that meant they were unable to type or remember a PIN. I asked to be put in touch with his supervisor so that I could discuss this further and so I could talk to someone with the authority to do something about this. I also told him that if I was not allowed to move to chip&signature I'd have to close my account and move to a company, like purpletigron's that would allow this.

A few days passed, during which messages from a customer services supervisor were left on my phone, but I missed the call. At least they weren't ignoring me and hoping I'd go away.

Then they finally reached me. I had a long conversation about chip&PIN, security issues in general, Barclaycard policy in this area, and fraud prevention. It was a thoroughly civilised conversation with issues explored on both sides, and the underlying problem intellectually wrestled with. At the end of it the man from Barclaycard said he was glad to have a change from the usual calls about complaints. But he also said it was Barclaycard policy not to allow chip&signature in a case such as mine, and that his hands were tied.

I thanked him for taking the time, reiterated the fact that I'd close my account if I was not allowed to move to chip&signature, and asked for his superior to contact me so that the issue could be escalated to someone with authority to change things.

This morning, two days later, I get a call on my phone while I'm on the train. Its Barclaycard again. I say that I'm not able to have a long conversation at this point, but all the lady on the line wants to do is to tell me that, having reviewed the case, she is going to shift me to chip&signature. She was a 'customer relationship manager' and clearly had the authority to do something about this.

So success!

The key here seems to be polite, engaged in the process, but implacable in your requests and to be sure to keep reminding them that you'll take your business elsewhere. And always escalate it to their superiors.

All this was handled via phone, so I have nothing written to confirm this yet, but I am feeling rather pleased with myself. There may be future problems when, come January, there are changes in retailers' insurance arrangements for credit card fraud, but that will be very different from persuading the credit card company to see sense.