In November I wrote about HUCA (Hang up, Call again) and DROPR (Don’t rely on phone reps, pronounced Drop-Er) after a rep told a DD reader bad information about the timing of the Sapphire Reserve travel credit.
Phone reps are typically the worst offenders. I’ve gotten more than enough comically bad information from phone reps of banks, airlines, hotels, and other companies to fill a book.
Sometimes companies will honor what their phone reps say. I had a Chase Continental Presidential Plus credit card with a grandfathered $100 annual fee. When they launched the Chase United Club card a rep agreed to switch the card over and honor the $100 annual fee. I wrote down the rep’s name and the time of the conversation. When the year was up I was billed $395 but when I referenced the rep’s name and the time of the conversation Chase was able to listen to the recording and honor the $100 annual fee along with a $60 annual 1K bill credit. That was my go-to card for general spending until Chase came out with the Freedom Unlimited card.
But many times companies won’t honor erroneous information, so it helps to double check information received on places like the DansDeals Forums where people with experience can verify what you were told.
Even written information can be bad.
When the Sapphire Reserve came out 2 Chase SM reps told me that additional users get their own Global Entry fee credit, which turned out to be bad information:
That turned out to be false. Additional users don’t get Global Entry reimbursement.
Recently another case of bad information received in writing came up on the DansDeals Forums.
I received a letter from Chase stating that the Sapphire Reserve card gives primary rental car CDW insurance in every country in the world and shared that in my posts on the card.
When I rented from Hertz in Israel that asked for proof of coverage and they accepted that letter.
DDF member “saul” called Chase about renting in Israel and received this written response stating that the card didn’t provide coverage in Israel:
“I am traveling at the end of the week, and following Dan’s rules, I asked for written confirmation that my new Chase Sapphire Reserve card covers the CDW in Israel. So the document that they sent me specifically excludes Israel. I called the benifits department and they said that the documents for chase sapphire reserve specifically exclude Israel.
I switched back to the chase sapphire preferred-it should arrive in 2 days.”
He did indeed follow the rule of getting it in writing. But even in writing DROPR and HUCA still apply.
I told him to call again and the rep told him that the previous rep was mistaken.
He got the correct letter on the 2nd call stating that the card does actually provide primary coverage worldwide, including Israel:
Have your own DROPR or HUCA story? Hit the comments!