Being new to SoCal and traveling frequently to Mexico and have had for the past 15 years a relationship with Continental Airlines and their Visa provider, I was looking for non-stop flight to Baja, Mx. (which CO does not go to non-stop). I found AeroMexico and went to their web site and found non stop flights and their prices where not bad. While on the web site I saw that US Bank offered a VISA credit card that also enrolled you in the freq. Flier program of AeroMexico and offered a bonus of 20,000 miles on your first purchase with US banks Visa card plus a yearly companion ticket (I assume to compensate for the $45 annual fee). So, I applied and received the card and then called, because you cannot book the companion ticket online and after being hung up on once when I asked for someone that spoke English, I spoke with a agent that gave me a price double the online coach posted price and a $163.67 price for the FREE companion ticket. When I asked why so much more then the internet price, I was told it was a premier seat which is actually a first class seat.
I explained that the free companion offer information required a coach seat purchase and he put me on hold and came back and said, that is how they booked them, that there was not really a first class but that these tickets where the premier seats in the front of the plan and that's why they were more expernsive. I said thank you and then called US bank customer service because things did not sound right, I spoke to the first lady and she said US bank has NOTHING to do with AreoMexico and I would have to speak with them, when she asked at the end of our conversation if there was anything else she could do for me to provide me with 'World class Service', I answered yes... Let me speak to a supervisor. A supervisor came on the phone and again said that US bank had nothing to do with AeroMexico other then providing a Visa credit card, I told her I begged to differ with her but since I was enticed to apply for their Visa card with the offers of freq. Flier miles and free companion tickets, that US Bank did have a relationship with AreoMexico and I felt they should have some ability to offer US Bank customers their customer service when we were using their advertised partner (AeroMexico) services.
She said that US Bank and AeroMexico are NOT partners, they just have a contract to allow AeroMexico to offer US Bank customers enticements. I told her I felt US Bank was doing their customers a disservice by not backing up their US Bank customers. She suggested I call back AeroMexico and when trying to books again, if the same rates were quoted to ask for an AreoMexico supervisor. I did just that except this tiime the agent told me I was paying the premier rate but only getting a COACH seat and the price was a few dollars more then 30 minutes before! I asked to speak to a supervisor and was told there was not one, maybe in 2 hours. This was 5pm PST on a Saturday or I could call back tomorrow, of course no information could be given and the gentleman who I beleived said his name as Carlos when I first called refused to give me his name when I asked after asking for a supervisor. I then called back US Bank to let them know I tried what they suggested and got another supervisor (the first one from 20 minutes ago was NOT available) and was told if I had any further concerns or complaints I could write to; Richard Davis, PO box 6352, Fargo, ND 58125-6352.
I am appalled that a US Bank customer service did not have the ability nor the authorization to take a customer complaint. I feel I was enticed to do business with a company that will NOT take any accountability or responsibility as to what their sponsed company provides to their customers. Of cource it is a lesson hard learned because none of this was known until after the Visa was obtained and activated.in todays crazy financial mess, I am concerned that if I cancel the card due to US Bank's lack of customer care and service it might reflect poorly on my credit, and truthfully, I am sure US Bank does not care.
My second grip is with Aero Mexico but that is a mute point as it is based in a 3rd world county... I say NO more.
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