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Security Harassment
Posted by WESLUTHER on 10/06/2007
I wanted an american express gold card because in my mind it was one of the best cards to have and their customer service was terrific. I have found through my own experience that this is not so. Let me tell you what they have done to me in the last 3 months. I booked a cruise for myself and my parents {different rooms} through AMEX travel on my gold rewards card and added 2 nights in 2 hotels in florida and 2 travel insurance policies as well as 4 roundtrip airline tickets. The hotels and insurance and airfare and one of the cruise staterooms went through and one was declined. I called them and they wanted to know why 2 rooms, and that I had been putting large amounts on the card. I explained what I was doing and while I was on the phone I paid for all of the charges and had them rebook the other stateroom. When I flew to florida and checked in to the hotel I was told that it had not been paid for so I again used my card and paid for the rooms. While I was on the cruise AMEX shut down my card for security reasons and I had to deal with all that mess through the cruise line proving to them who I was etc. So my card was released for use. When I returned from the cruise and got home I find a letter telling me that I have to contact them immediately due to security concerns it was dated 9/6 {i was on the cruise} so I contacted them by phone and went through all the security questions I was told that I should have contacted them earlier. I was told that I had to prove to them that I am me. They needed a copy of my drivers license, my social security card, a bill in my name at my address, {i guess their bill doesn't count} and that I needed to send in a check stub and have my signature notarized and fax it to them. I did all this.

When I confirmed that they had the fax I was told that it would take 3 days to clear this up. That was on 9/28. When I received my bill I disputed the dual charge from the hotel and AMEX verified that it had been previously paid and promptly credited it back to my account 3 times. I contacted them and told them that I only needed it credited back once. Then I paid my bill online and they tried to take it out of the wrong account, and charged me an nsf fee. I again contacted them and they agreed that they had messed up and refunded the nsf fee. The payment then went through on the correct account. Then yesterday 10/5 I went to use the card and was once again embarrasssed by it being declined. I called them and was told that the fax containing the notarized signature, drivers license, truck payment bill, high school diploma, draft card,and check stub was not good enough to prove who I am because pay chex did not have my employers address on the check stub. They said they needed a stub with the address on it, a phone number for the notory and a phone number for my employer {they already had this} so I hunted around and found an old stub with the address on it and faxed them the info they asked for. Then this morning they call me on my cell phone and tell me that the stub is too old they had confirmed that I gave them the correct phone number for my employer, but the bank is closed on Saturdays {no kidding} so they could not verify that the notary was real I guess. So now they want a 3 way conference call with my employer and I'm sure he's going to love that.

Since I have had this card I have spent about 14,000.00 On it and paid it in full and on time every month and now the former gestapo agents that they have running their security department are trying very hard to make me miserable, they have cost me time from work, embarrasssed me and generally treated me like scum. And I can not get contact info for a supervisor who might be able to resolve this due to "security concerns" the commercial that they run on TV is a lie, a joke, and false advertisement. They do not practice customer service they practice customer harassment

     
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Posted by Anonymous on 2007-10-08:
Why are you jumping through so many hoops to have this credit card? Pay any undisputed balance then close the account. If there is any further disputed amounts, go to arbitration or small claims. I have never had a credit card that I had to go to this extent to prove my identity to. The credit card company does not need a phone number for the notary. The notary seal has the notary's certification number on it that can be verified with the secretary of state in which the certification was issued. If they are disputing whether or not the notarized copy was legitimate they can then ask for a copy of the line item entry that was made in the notary's journal. No notary will give this information over the phone, to anyone!

Something does not sound right about this story.
Posted by WESLUTHER on 2007-10-08:
In reading through the other reviews and complaints, it looks like I'm not the only one being treated like this. I thought it was suspicious too, but it really is AMEX security that I am talking to, but I can barely understand half of what they are saying. I have been in contact with customer service who sends me to account services who then sends me back to security. I have already paid the undisputed balance. I have sent in a complaint to the better business bureau and I have requested a supervisor to talk to at least 6 times.I guess when this first started I thought they were trying to protect both thier and my interests but now I have come to believe that they hire obsessive, compulsive, sadistic nut cases for thier security department. They called me again today to inform me that they are still trying to verify my identity but that the bank where the notary is is not open today. What bank is open on Columbus day? I told them not to call me again and that I will no longer talk to anyone other than a supervisor. I could not understand what triggered all this, since I booked all this through them so when I was double charged it was very obvious, even to them. The only thing I still owe them is a small balance that was on flex pay,{200.00} but they will not allow me to pay it off since "there is no balance due at this time" so until this billing cycle closes I can not pay it off or close the account, thankfully that is the 11th of this month. This is the most idiotic way of doing business I have ever seen. The funny part is that customer sevice keeps sending me emails about this issue and telling me that they are sorry and that they have forwarded this to a supervisor and they value me as a customer and look forward to serving my needs for many years.
Posted by WESLUTHER on 2007-10-13:
I am putting this on as an update to my situation. Security confirmed that the notary did notarize my signature and that I do work for my employer. Now in addition to to my social security card, my pay stubs, my high school diploma, my draft card, my notarized signature, my banking information, my truck billing and having gone through their interrogations several times they want my w2s. I told them that I had sent them every thing I was going to, unless they want to tell me exactly what the problem is. Today when I try to sign into my account it shows that my card has been canceled and that there is a credit on the account. I know that there has to be more to this then they are telling me, but I thought that if there is a problem with an account that the cardholder has a right to know what it is that they are looking for. Amex apparently writes their own rules as they go along.
Posted by DigitalCommando on 2007-10-13:
Whenever you anticipate a large purchase far above your normal spending habits, you should contact them and make them aware of it PRIOR to the purchase, especially if you are planning to use the card outside the city you live in. While their actions were an inconvenience to you, the flip side is a lack of security which may have allowed an unauthorized user to go on that same trip. Your unusual sudden increase in spending is a standard "red flag" and it appears to me American Express security department did an excellent job doing what they are supposed to do.
Posted by WESLUTHER on 2007-10-13:
What they started questioning is the charges from the cruise ship for the cruise that I booked through them. The problem now is that I can not prove that I am me. It is anything but doing an excellent job. Even customer service has apoligized for their actions.
Posted by DigitalCommando on 2007-10-13:
If you can't prove that you are you, are you really you? (That's what AMEX is probably thinking) If Amex is asking for W-2's, their probably more concerned with your ability to pay, more than with who you are, considering the mountain of documents you have already given them. As for the security dept. doing a good job, I was referring to their initial reaction and actions, not the bs run-around your getting now. Wes luther, if we are to continue this conversation, I will need 6 picture ID's showing that you are "Wes luther".....
Posted by WESLUTHER on 2007-10-13:
Have you ever heard of anyone questioning a notary? I have paid these people 8000.00 in the past 3 months, and strangly enough all these payments came through my bank accounts so I guess the banks believe I am me. At least someone does.
Posted by El Jefe on 2007-10-16:
Ditto for me except it happened 20 years ago.The "security" department still treats me with complete disdain.I have an 800+ FICO score,no debts,own my house outright,have hundreds of thousands in bank but the problem between the two of us is my fault.Bull!The last time the world saw anything like this we were at war against them.
Posted by WESLUTHER on 2007-10-21:
UPDATE: Yesterday I recieved 4 letters from AMEX 3 from costomer service telling me that the have investigated my disputes and they have been decided in my favor and what a valued customer I am and they look forward to serving all my future needs. One letter from credit operations/security telling me that my acount has been cancelled for the following reasons "You did not provide the banking information, financial statements, income tax return and/or identification documents requested." They never asked for financial statements or income tax returns and I sent them every identification document they asked for except my w2. They then go on to tell me that "our cancellation of your account under these circumstances may result in negative reporting of this account to the consumer reporting agencies" I have sent a letter to a consumer relations officer that according to customer service has the authority to over ride these idiots in security outlineing all that they have put me through, so we'll see it it does any good. I'll post again if there are any updates.
Posted by Anonymous on 2007-10-21:
Ask for your annual fee to be refunded and cut up the card and move on already!! Geez! If you continue to try and keep this card after all they have supposedly put you through, then you deserve what you get.
Posted by WESLUTHER on 2007-10-22:
I'm not trying to keep the card just the rewards points I had earned and they still owe me 196.24 but I'm not going to allow them to report anything negative to the consumer reporting agencies without a fight.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
American Express' Poor Customer Service
Posted by Susan.shuttleworth on 02/10/2013
DALLAS, TEXAS -- AMEX customer service is sloppy, inefficient, and has gone significantly down over the past few years. As a 30-year AMEX customer with an excellent credit rating, my AMEX was my go-to card and I "sang its praises to everyone" that would listen. Previously, my AMEX experience had been extremely customer-centric but now they are unforgivably ridiculous when it comes to customer service.

To recap my experience, at 4:34pm on Friday, February 1, 2013, I called AMEX to alert them that I could not find my credit card. I knew I just used it a Chamberlain's restaurant for a client lunch and had gone straight home. So I asked the AMEX representative what I needed to do. The AMEX representative told me, "No worries, an alert would go on the card effective immediately and she didn't see any additional purchases on the card."

I found my card in my pocket about two hours later and I called AMEX back on the same day (Friday, February 1) at 6:16pm to let AMEX know that "I found my card and it had never been out of my possession - and what do I need to do next."

The AMEX representative told me that since my old card was expiring in February 2013, the new card would be sent to me and that nothing else needs to be done."

And I did repeat what the AMEX representative said to confirm that I understood the representative correctly, "That I could begin using the new card once it arrived." And the AMEX representative confirmed, "Yes, you will have to activate the card but you can begin using it immediately."

I received the new AMEX card on Monday, February 4 and I called on the same day to validate the new card at 1:09pm which I did by voice command. Since I'm in the middle of a major house repair and need use of my AMEX card, I also immediately called AMEX customer services on the same day (Monday, Feb 4) at 2pm to confirm that the new card was valid and that I was good to go and could begin using the new card immediately. I explained the lost card situation to the AMEX representative and he assured me the card was valid and there was no problem. And then he spend the next few minutes trying to up sell services to that new card.

I used the card several times throughout the week of February 4 to buy buy gas, food, etc. And I used it for a client lunch meeting on Saturday, Feb 9, 2013 and the charge went through with no problems. However, when I took the client and his family to purchase some gifts, the card was denied. And I ended up losing that $50K client - as accountability is one of the main qualities a client looks in me.

So thanks to AMEX, I looked foolish in front of this customer and lost this $50K customer.

When I called AMEX on Sunday, Feb 10 at 1:32pm to determine why my card purchase was denied, I was told that, "The card is invalid because it was reported lost."

Are you kidding me?

AMEX had four opportunities to tell me the card they were sending me would be invalid. Four times I called AMEX: 1. When I called to alert AMEX of a "lost card"; 2. To alert AMEX that I found my lost card and that it was never out of my possession; 3. When I called to validate the new card; and 4. When I called AMEX to confirm the card was valid but your representative did find time to try to up sell me more capabilities to.....a useless card."

Not to mention that you have my phone an email address and could have effortlessly sent or called me about this invalid card.

I'm just sick about this card and the extremely declining AMEX customer service.

     
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Posted by trmn8r on 2013-02-10:
This problem appears to boil down to the alert that was put on your card later was triggered somehow.

I am inferring, though you didn't state so, that your old card was no longer useable after the alert was placed on it.

A complicating factor here, IMO, is the timing. This alert was put on your account at virtually the same time that a new card was being sent to you due to expiration. This quite possibly is related to what happened, which could have been computer-related and not the result of CSR error. In other words, after a couple of days, this alert in the system somehow made its way to the new card.

Your client should have been understanding of the situation. Cards become blocked for fraud alerts, etc. It happenes. I carry multiple cards in case my card is declined, because I use a credit card for 99% of purchases.
Posted by tnchuck100 on 2013-02-11:
American Express, in the last few years, has divided itself into two entirely different opposing factions. One, marketing, is doing its best to attract customers. And two, customer service, is doing all they can to drive customers away. Makes you wonder if corporate even knows either exists. Obviously those two divisions are oblivious to the others existence.
Posted by Nohandle on 2013-02-11:
Everyone I have known personally with the exception of one has cancelled his AmEx card. Each had paid his account in full in a timely manner each month but there always seemed to be some sort of mix up or added fee they had to call about. It grew to not be worth the hassle to them. They found MC and Visa suited their purposes nicely PLUS no annual membership fee.

I had a fradulent charge on my Visa a number of years back. I was called by Visa for 2 nearly penny transactions then one for 900+ which I knew nothing about and promptly told the rep I would call back. I wrote her information down and immediately flipped the card over and called the fraud number (which was a different number.) It was a legit call and the card was immediately shut down/closed by the rep. I received a new card in less than a week's time. Never a moment's problem with it.

AmEx needs to do some serious house cleaning including corporate cleanup. There's no reason for what you went through. I'm still amazed they have any customers. The name is not as prestigious as it once was.
Posted by ticia232 on 2013-02-11:
I agree with trmn8. Did you use the card at a place that you hadn't been before when you took your client to lunch? Did you try to buy more than usual when you were trying to buy the gifts?

I have seen that happen to many people, when I worked as a cashier and also had it happen to me when I moved from Pennsylvania to Texas with my bank card even though I had informed the bank that I would be moving. The computer triggers fraud (in your case because you had reported the card lost) and when it comes to an unusual transaction it will deny it.

The best thing to do is call, inform the company that you are the owner of the card, prove it with the questions and they will unlock the card within minutes. It worked for me and the others I have told when it happened to them.
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Left stranded in a foreign county
Posted by Grapik on 11/06/2009
Have two cards and been a member since 1989 (20 years) Was in Mexico and had my backpack was lost. My ID, cash, and cards were in my backpack. Ended up staying in Mexico 3 extra days because on an injury, and the doctor recommended I not fly immediately.

So I am laid up with a back injury and my backpack, with all of my cash, ID, and cards is gone. I call my Platinum card people and speak to Heather for 90+ minutes (roaming fees for the cell phone will be more than $200usd).

Healther gets my information and is very assuring. I give her the police report number I got from the Puerto Vallarta Police department. (Who responded within 10 minutes of being notified.

Heather is assuring that I will get a replacement card the next day, and that they will send me cash. She had to pass my case on to the next shift to follow-up first thing in the morning. I told them I only needed about $300 to complete the trip and get home.

The next day I call saying they cannot get to anyone at the police department because the lines are always busy and the only number they could get did not know how to help them. So, I was told they would not help, since they could not verify the emergency.

Thank God that I was able to call friends to wire my some cash.

American Express talks about how they will do anything to help you if you are in trouble while traveling. After 20 years with them, I found out the words they were saying are in fact, NOT TRUE.

They left me with no cash or credit cards in a foriegn country. I could not buy food or taxis, as I had no money. My back injury kept me laying in bed, but thankfully, I was able to get cash sent to me and a friend in Mexico got it picked up.

American Express just left me there, stranded. I called today, since I am back home. I cancelled the card. When I told them why (they did ask) I told them. The representative told me she would be happy to close my account, read the required legal notice, and closed my account. Obviously they do not care about me as a member either. But simple compassion tells us that if we are told we will get help in a time of crisis, have known the person for 20 years, and a crisis comes up - the promise we made should be kept at even a minimal level. What happened to that immediate replacement card promise? What about that travelers assist?

Today I was told by the American Express Representative that she was happy to close the account at my direction. How cold.

Be warned, I think that American Express has joined to companies with little to no integrity. They were glad to take my cash, but when the service they promised was required, they no only failed to provide it, they did not care that they left someone stranded in a foriegn country without means to eat, move around, or return home.

Thank God for my friends. But everyone else, I think that there are many VISA companies that might be more helpful than American Express was, at a time of crisis. I am glad my injury was not life threatening, and happened when I still had cash. American Express would have left me on hte street, like they did last week when I was traveling.
     
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Posted by Anonymous on 2009-11-06:
You either wanted to close the account or have them beg you not to. Which one was it? This happened because you were careless. Even though I use a backpack my wallet is always in my pocket.
Posted by Anonymous on 2009-11-06:
I did not get the impression from this review that they thought AMEX would beg them to remain a customer. An apology and an explanation why AMEX didn't follow through on one of the services that they advertise and claim to provide was the least that this company could do.
Posted by i_am_canadian on 2009-11-06:
I'm sorry that your vacation was such a disaster.
Posted by Anonymous on 2009-11-06:
Sounds like a frightening experience. But this review places all the blame squarely on Amex and misses the point. Who placed all the cash and cards in something easily stolen (like a backpack) in a high risk country (like Mexico)? Who lost the backpack? Maybe Amex could have been more helpful, but if the only lesson you've learned from this is to blame them, prepare for more bad trips.
Posted by Anonymous on 2009-11-06:
It's not about placing blame for the lost backpack. It happened, it is gone. Lets move on to the crux of this review. This is about AMEX not coming through on a service they claim to provide and how easily AMEX throws their customers away. Something proven by the many reviews of AMEX on this site.
Posted by grapik on 2009-11-06:
Oh, by the way, I am not blaming Amex or the hotel where my backpackk was stolen. I thought it was safe, since surf shorts offer little safety from pic pockets. But, things happen. The police were great and fast to respond, especially when it was not an emergency. However, when a company says they will help in a crisis, then doesn't even apologize for falling short, I think it is wrong. We buy insurance in case of an accident , and hope the company will be there. The extra hundreds American Express charges for the Platinum Card are supposed to be for these extra services. I think finding out that they don't do what they say is ok, but not when you're stranded and in need is a bad time to find out.
Posted by redmx3racer on 2009-11-07:
"The next day I call saying they cannot get to anyone at the police department because the lines are always busy and the only number they could get did not know how to help them. So, I was told they would not help, since they could not verify the emergency"

Seems to me your complaint should really be with the Police Department. If AMEX is unable to verify the emergency, how do you suggest they help you? 20 year cardholder or not-they can't just take somebodys word (sadly) without verification.
Posted by grapik on 2009-11-08:
So, what you're saying is that if I travel to a placed that is isolated or third world, and have an emergncy, it is ok to turn ones back. I'm thankful that police, fire, doctors, and other people and organizations that respond to people in need of help don't turn away if they can't get someone other than the reporting party. It seems odd that the help I needed was at no cost to Amex, given they had verified my identity and would charge the cash to my acount.

I'm very struck at how some people accept a refusal of service so easy. In the event we are placed in crisis, for any reason, I return to the simple fact that service promised was not provided and they were comfortable leaving me stranded. The Platinum level of service promised a response to help. Not only was help not rendered, they wasted 12 hours that I could have used to get help from others. My friends took risk and sent me some of thier money, which I paid back. I had a 20 history of paying American Express, never late on even one payment. It seems laughable to me that someone would verify an emergency before responding, when they have spent 90 minutes on the phone with the person in crisis. As card members, our request for an emergency card replacement (a service clearly stated) should be honored. What risk did they take to provided this service? Oddly, they sent my permanent replacement card to my house via over night air. It sat on my doorstep as I worked to get home

when any of us are in need, how do we depend upon those who say they will help? I also canceled my mom's card and have replaced it with a VISA, because I don't want her to be placed at risk

I guess I am of the old school that just asks companies to do what they promise. That is how I decide who to use. Are honor and concern No longer values we care about? Do we leave people hurting because they fell? I'm sorry, but when your house burns, even when it is your fault, I will still respond and care.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Biggest Rip-Off of a Credit Card Out There
Posted by Rue1781 on 01/22/2013
American Express has to be the worst credit card out there! First of all AFTER you pay off your final bill, you think your interest charges are gone, but, NO, they get you again with another fee because you've paid off your whole bill. They absolutely will not listen to any excuses on a late payment.

I've had their card for over 5 years and NEVER make a late payment and they still added a penalty APR to my future statements. I also paid off my entire balance listed under the penalty APR and they continued to add interest at some absurdly high rate of 25% to what I'm sure was an arbitrary amount of my money.

There are so many more reputable credit cards and companies out there. Please look into Amex before you get one of their cards, so you don't become a victim, also.

     
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Posted by At Your Service on 2013-01-22:
By any chance, have you had a recent problem with your credit? This doesn't mean your specific American Express account, but any form of credit.

Credit card companies will occasionally check one's credit status and adjust the terms of the credit card services and interest rate accordingly. It's why it's so important to keep a good credit history. Once you've shown negative credit, their risk for continuing your account raises and so will the amount they want to collect in order to still offer you a line of credit.
Posted by Obsfucation on 2013-01-22:
OK, I'm confused. You say that you NEVER pay late, but you also say "They absolutely will not listen to any excuses on a late payment."

So which is it? Unless it was their processing error, there pretty much is no (acceptable) excuse for a late payment. They are a for-profit business, and have just about the same business model as every other credit card.

Not clear about the arbitrary amount that you mention, but when you pay the balance to zero, you still owe the interest on the balance amount for the days between the billing and the payment. It's generally a small amount, but you still owe it.
Posted by Susan on 2013-01-22:
ALL credit cards charge interest that accrues between the time you pay off the current balance and the time the money is received and posted to your account by the credit card company. So what you were charged most likely was interest and not an arbitrary amount of money.
Posted by clutzycook on 2013-01-22:
I agree with Susan. And it sounds like the OP didn't know that this interest was posted to their account, missed the due-by date, and got socked with a late fee. Late is late. That's why I always monitor my credit card accounts for a month or two after I zero out the balance just in case something hits (it's good to do that anyway to make sure there isn't fradulent activity).
Posted by trmn8r on 2013-01-23:
I can't agree with you. AMEX has a great reputation. What you describe sounds pretty standard.

It sounds like you made a late payment and that caused a problem, though you say you never paid late. When you pay a card late, all kinds of funky stuff happens fee-wise. I doubt the fees were arbitrary - at least one reply above explains how these came to be.
Posted by Philippe on 2013-10-20:
Amex ripped me off for £78.48 (more than $100) by charging me Non Sterling Transaction Fees of 2.99% on purchases made outside the UK. I complained and they refused to return the money. I am now considering taking legal action against them for NEVER forewarning me of those charges which appear only in their statement small print AFTER THE CHARGE IS MADE OF COURSE! No reputable bank in the UK handling Visa or Mastercard would do this. I WILL BE CANCELLING MY CARD AS SOON AS THEY HAVE CREDITED MY CASHBACK!
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American Express Travel Rewards - Scam!!!!
Posted by GGarner1 on 11/01/2010
Using AMEX rewards points for travel is a scam. We recently booked a flight for our honeymoon and had been saving points to help mitigate some of the cost of the tickets to Turks and Caicos.

Problem #1: when you are booking flights, the AMEX rewards website does a great job of confusing the user into thinking the prices shown are for ALL of persons traveling. It is not until after you book that they divulge that all of the prices you are seeing are PER PERSON - and your final total is double what you though it would be. I use the internet profusely and trust me, they could be much more up front on what you are being charged. it's not a coincident - see problem #2.

Problem #2: Make sure you price travel on the 'open market' outside of the AMEX travel website for comparison purposes. After 'cashing in' over 75k points for approx $750 credit towards our tickets, we found that the 'balance' owed on the tickets was the same as if we had used Kayak.com or the airline's direct website. In other words, AMEX charges a PREMIUM for travel and using points on travel is just a waist of points. We thought we were going to get a great deal, but we ended paying what we would have booking directly through the airline, plus I lost over 75k rewards points - thanks AMEX. I'll probably cancel my card soon as now I do not see the benefit of rewards points.
     
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Posted by trmn8r on 2010-11-01:
Did you try calling them to complain about your perceived uselessness of the program (that the prices appear to be inflated)?

I believe that they have a limited number of seats set aside for people redeeming rewards. When you shop the consumer website, you may be dealing with different seats than those available through the rewards program. This could explain pricing differences.

I'd want a little more information to convince me it is a scam. I find it hard to believe AMEX would do something obviously worthless. Consumers would pick up on that quickly.
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Difficulty Making An Airline Reservation
Posted by Sandyj on 05/04/2009
This is an email I just sent to American Express customer service:

Last night (5/3/09) at about 8:45 p. m., I routinely went to my computer to make an airline reservation on the American Express website. After I had entered all of my credit card information, I went to make the payment and was told there was some information missing.

When I looked over the information, I discovered that the 4-digit code on the front of my card, which I had previously entered, was missing, so I entered it again, hit make payment, and the same thing happened again and again. At that point, I called your 24/7 800 no. and was put on hold for 30 minutes before I finally spoke to Stephen, who said he couldn't help me, but someone would call back in 2 or 3 minutes. When no one had called back in 20 minutes, I called again and was again put on hold.

At that point, I decided to go on the Yahoo Travel website to make my reservation. I encountered the same online problem re the 4-digit code, but when I called the Yahoo Travel phone no., someone answered in a couple of minutes and was able to help me! They took my flight information over the phone, waived the phone reservation fee, and I am all set.

I called your customer service dept. this morning and spoke to Veronica, who is a supervisor, and the best she could offer was "Give us one more chance". Why do I have a Gold American Express card if I am going to get this shabby service? It took me two hours for a transaction that should have taken 15 minutes!

Incidentally, no one ever called me back last night from American Express.


     
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Posted by saj80 on 2009-05-04:
I have had problems booking reservations directly through American Express, and don't even consider using them any more.
Posted by Anonymous on 2009-05-04:
The problem may be that they are not looking for the 4 digits on the front, but rather the three digits on the back, next to your signature. I know that when I use my card, those are the numbers that I have to provide.
Posted by sandyj on 2009-05-04:
sandyj: the four digits on the front are correct for American Express; if they weren't, Yahoo Travel would not have been able to book my flight on the phone. I believe some other credit cards, such as Master Card and Visa, use three digits on the back.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Rewards Not Fulfilled
Posted by Yzhuang5 on 03/17/2014
NEW YORK, NEW YORK -- I tried Amex starwood before and canceled it later on. But family felt the last hotel we stayed at was not so bad (even though they did place us in a room next to the elevator) so I applied for it again in 2013. Due to lack of experience, we did not click on the offer terms (who would?). I got approved quickly, the company did not tell us upfront that we would not qualify for the 30K points as had been advertised. In the next few months, we called at least 3 times to learn why we hadn't received the points. We were told to be patient each time, that you had not spent 5K yet, that it needs a few weeks to process.. Until the last time there were no more excuse they told us we did not qualify as we had had the product in the past 12 months. We debate a few points: the dates they used to calculate the 12 months (even the way they did it it was only 4 days short of 12 months). 2nd why wouldn't' tell us the truth earlier. Amex just replied it was representative mistake and they had given the feedbacks to the reps. But who cares about that? After many attempts we realized it's a hard to Win battle. It's amazing how little they care about customer complaint. Just a few weeks back we were shopping at a furniture store and at the time we tried to pay they found out the price of the furniture was much lower than marked. You know what the manager did? They just gave us the lower price as it was the company mistake! I was thrilled by their customer service. Compared to them Amex is a much larger and financially stronger company and it's a shame how they deal with customers. Maybe that's exactly how they get there.
     
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American Express Spy On People By Going To The Cbi
Posted by Fermin13 on 01/17/2014
FT LAUDERDALE, FLORIDA -- Doesnt matter how long you have been with American Express doesn't matter how much membership fee you have paid to them at present we paid $180.00 a year, they without permission goes to the credit bureau report and without checking with you they make their own decision in lowering your credit limit, they have the nerve of stating because you "have too much credit" what a nerve, if you're in business you have too much credit..is useless talking to them, they just don't care about anybody, they think they are number #..Capital one is a better card with no membership, high credit limit, some times some memberships..nice customer service, helpful, american express you sucks..You have no right on going to your card memeber [bureau report without permission especially for no reason, my account is not past due, has never being past due..Maybe someone in your office is stealing info..after all the credit bureau contains a lot of info..

     
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American Express Gift Cards for Online Sales
Posted by Delvecch1 on 01/16/2014
ROCKVILLE, MARYLAND -- My company decided to give Amex gift cards to employees as a year-end thank you. I tried to use my card at a major retailer's website. The card was denied. I called the retailer and told her I was having issues and she said that she also could not verify the card. She asked if this was a gift card or actual credit card and I told her a gift card. She tried to process payment both ways - both failed. I called Amex's 800 on the back of the card and after entering the gift card number a recording told me I had $200 available. The next day I tried the online sale again and it failed again. I called Amex again and after hitting a bunch of numbers on the phone I was finally transferred to a human. The guy said I had to register the card first before using it for online retailers. Neither the Amex website or information that comes with the card says this. He also told me that a sale was pending on the card (the failed sale). I told the representative that the sale never was processed by the retailer. He told me to call the retailer and tell them the card was working and that Amex has approved the amount. I explained that I didn't have an order number to reference because there was no sale. He said in 8-10 business days the amount that has been reserved for the failed sale would be re-credited back to the card. I asked for a supervisor because I felt this was ludicrous since there was no sale and the supervisor said "I apologize for any inconvenience but there's nothing we can do; you'll have to wait for the 8-10 business days even though there was no sale because we have reserved the funds for that sale...so I repeated, you're holding funds for a sale that never took place? And he "Joy" his name was Joy, said yes that's our policy...epic fail on American Express' part. They are a horrid company with laughable customer service.
     
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Posted by Greg on 2014-01-17:
I use Gift Cards online because there is only a certain amount I have on them (usually $200). If someone steals my number I can only lose whatever balance is left. To use it online I have to register the card and getting a credit back does take several days. This is common among gift cards. I know it is a pain, but be patient. I do not use the AMEX gift cards because I cannot register them online, I have to AMEX and talk to someone. All the other debit cards I buy are registered online.
Posted by Cwazychicken on 2014-01-18:
I had this problem with a debit card..not the same but if a sale fails, the gift cards bank an hold funds on it.....until it clears.
Posted by Paul on 2014-01-18:
I agree that the problem needs to be fixed on the retailer's end, or let to expire. AMEX shouldn't be able to cancel a transaction (they don't know it will never be completed). The root cause of the problem was in not knowing how the card was to be used/authorized, which it would be nice for them to include with the card.
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Wanted to Give Points to Non Profits of My Choice as I Have Done in the Past, Now You Can Only Give to Five Charities.
Posted by Constance.b.smith45 on 12/31/2013
It says on the site you can give to non-profits of your choice. As I see it you have five choices which is far from the multiple nonprofits of the past. When I chatted with Amex she suggested I give gift cars. Of course they are Amex cards which are 2x the amt. What has happened? Are only the big non profits the ones to gain in rewards charity giving? Very disappointing!
     
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