MSDW - Mainly Substandard Departments Within (Morgan Stanley Dean Witter)

Member Name: RotweilerC

Product:	Morgan Stanley Dean Witter
Date:	09/05/04 (592 review reads)
Rating:

Advantages: Free, Some cashback, 24/7 helpline

Disadvantages: Poor service, Declining benefits, Lack of support

I would like to say that I know all about the interest rates on credit cards - but I don't. I pay off the balance each month, so to me, the only attraction on a credit card is the "added extra". If you were expecting anything about APR's and interest rate games, quit now! This is about the quality of the service you get - not how to juggle credit.

I have had a Morgan Stanley (Dean Witter) Platinum card for about four years and in that time they have paid me a cheque every year for my custom. MSDW use a policy of awarding you a percentage of your spend with them as a cheque at the end of the year. Noticeably over the years, the percentage has gone down. Initially the card paid 1/2% of the first 2k spend, followed by 1% on everything else. That changed in the last year to 1/2% on everything. Sneaky...

Since I used to use the card abroad a lot, I noticed when they started adding a surcharge recently of 1% of your transaction amount for exchange rate transfers - they charge you 1% of the amount for changing from whatever currency back into good old pounds, shillings and pence. On top of that, they give you an exchange rate based on changing whatever into dollars and then into GPB - because MSDW are a US bank I presume!

So what they give with one hand they take way with another. Fair enough, I can still see some advantages of using the card. All I now do is pay for as much as possible with my Amex Blue and where the Amex isn't accepted, use this. Man cannot live on cash alone, not in the modern world.

Where I thought initially that MSDW gained was the Customer Service. "We're open 24/7/365" they claim - and as far as I have tested, they are. Initially you always got to spe
ak to a human being straight away, now there is an automated telephone system to navigate. After entering card number, DOB etc and the automated system telling you you're balance (But I don't want to know!!!!) you hold and are eventually connected to a human being. Takes a while, but at least the call is free (0800 number)

Now, if you have a problem with a transaction, you talk to the Chargeback Department. I am probably going to malign people here, but, speak as you find - the whole review is, after all, based on experience, not the ideal world.

I had a problem with Europcar, covered in a previous review, the crux of the matter being that I was charged for damage to a car (cigarette burn) which I didn't do - for the record Europcar, I DON'T SMOKE!!! They included the charge for damage into the rental charge and this I disputed, via MSDW.

MSDW's charge back department were somewhat haphazard. I had to chase them for the normal dispute forms (twice) then explain the situation over the phone to get the charge suspended (placed into dispute). The process then began for the charge to be taken to a tribunal with Mastercard. In the meantime, MSDW's rules say that any item in dispute for more than 13 weeks are automatically released - so I then had to chase them to place the item back into dispute. MSDW represented me/their own interests to Mastercard and won the case - plus costs. Strike one to MSDW!!

Since that time, MSDW were (allegedly) paying the remainder of the money owed to Europcar. I paid them the balance, net result, matter closed. Not so. MSDW sent the money somewhere, but not to Europcar. So now, I have paid MSD
;W and I am being taken to court by Europcar for non-payment. Trying to get MSDW to engage now is like knitting fog - not our problem, we've paid everything, got all the documentation to prove it.

Documentation - Chasing MSDW, I am quoted the Data Protection Act and the divulgence of information. According to Section 7, 8 and 13, you are entitled to get information about or pertaining to you, in hard copy - MSDW don't appreciate this and I am fighting to get the information about where my money has gone from MSDW, so I can pass the trail on to Europcar. MSDW refuse point blank to do this on my behalf, Data Protection Act gov, more than my job's worth!!!

So, my experience of MSDW - good to start, but things go downhill. Benefits are eroded and the facade wears thin. I don't think they are the worst credit card supplier, but they aren't the best either. There comes a point where they are not interested any longer. I've used MBNA, RBS, AMEX, EGG and all vary - some give you less and are OK, others give you more and help less.

Summary - MSDW used to be one of the best freebie cards on the market, IMHO. Now, the story has changed. They give a little, but miss out on a lot. I'm beginning to get the impression that with Credit Cards, you get what you pay for...so I may be getting a Lloyds card soon

Good spending...!!!

Summary: