As promised, here is a recording of the negotiation I just went through with Scotiabank.
Unfortunately the CSR that I initially spoke to, Ed, misunderstood my request to discuss my annual fee. Instead of making an offer, he cancelled my card. Based on this, I asked to speak to a supervisor in order to negotiate my annual fee.
The supervisor would not provide either an annual fee rebate or points to offset the annual fee. As a result I was forced to settle for a product switch to a no annual fee card.
The way this call was handled is not typical of a credit card issuer. In almost all cases, an effort would be made to try to retain the customer. Granted, I did not use this card outside of meeting my minimum spend so perhaps I was not viewed as a valued customer.
In any case, the workflow discussed in Part 1 of this series was followed and the outcome was satisfactory, especially considering the fact that this was not a card that I intended on using in the near future.
What has been your experience with dealing with Scotiabank retentions?