How to Avoid Long Customer Service Wait Times

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Wait times for customer service are never enjoyable. Due to the coronavirus pandemic, the amount of time customers are on hold with banks is rising significantly. Fortunately, there are things you can do to avoid long credit card customer service wait times.

How to Avoid Long Customer Service Wait Times

According to a recent report by JD Power & Associates, consumer satisfaction with credit card companies has dropped dramatically during the COVID-19 pandemic. One of the major concerns cited in the report is the difficulty in speaking with customer service representatives.

According to both Chase and American Express (both which ranked highly in the customer satisfaction survey), phone wait times have risen significantly since March, though they are now beginning to return to normal.

If you find yourself struggling to get hold of a customer service representative over the phone, other options are available. These solutions can save you both time and headaches:

Use Live Chat Features

One of the easiest ways to bypass long phone wait times is to make use of a bank’s online chat features. Because of the one-on-one nature of phone calls, wait times can extend for 15 minutes or more. With live chat, however, customer service agents can handle multiple queries at once – leading to faster responses.

Capital One actively encourages customers to make use of their live chat feature, which is available on the website (both mobile and desktop), as well as through their mobile app. Bank of America, TD Bank, and PNC Bank are other issuers who recommend customers utilize chat to avoid long wait times.

Send a Secure Message

For cardholders who don’t have the time for phone conversations or online chat, consider using secure messaging services. Most banks allow current customers to send secured messages to their customer service team via online banking or mobile apps.

To take advantage of secure messaging, simply log in to your online account, find the “Contact Us” page or link, select the “Email Us” option, and send your message securely and confidentially. Since you are already logged in, there is no need to include your account number or other information.

Keep in mind that secure messages and emails may have longer response times than phone calls. Still, if your concern is not urgent, secure messaging can save you the headache of being on hold.


Social media allows consumers to interact with their favorite brands like never before. One of the simplest ways of getting customer service support is by contacting your bank via Twitter. Tagging your bank’s customer service twitter handle and stating your issue can result in quick problem resolution.

Because brands are conscious of their public perceptions, many banks feature customer service personnel whose job focuses on social channels, such as Twitter. These personnel often respond to messages quickly to ensure their mentions online are positive – and their customers are happy. Just remember not to include sensitive personal information in publicly visible social media posts.

Most banks and credit card issuers have support teams on Twitter, which a few prominent examples being:


Being on hold for long periods can be frustrating. Fortunately, there are plenty of options available to help you avoid long customer service wait times. Social media, secure messaging, and other methods provide you with a headache-free route to customer service that bypasses waiting on hold. Keep in mind, however, that some of these methods may feature longer-than-average response times.

Related Article: Credit Card Customer Service Is Critical to Attracting Customers Says New Study

About: Cory
Cory Santos

Cory is's "Jack of all trades" and resident credit expert, covering all facets of the credit card space. Cory holds academic degrees in both the U.S. and U.K. In addition to credit cards, Cory finds that jogging, cats, and memes are essential parts of a balanced day.

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