I have been a Costco Member since 1993 and until now have been very pleased with my American Express True Earnings Card. Recently, however, when I called American Express to cancel my membership, explaining that I no longer live near a Costco, (the nearest one is 40 miles from here) the representative told me that I was still responsible for paying the bill.
I responded that since I never requested a membership renewal, I felt that I was not obligated to pay for it and that if I wanted to make purchases at Costco, I still had a Costco Gold Star Member Credit Card. Finally, he said that I could dispute the charge, but needed to call Costco at 1(800)7742678 and tell them that I wanted to cancel the membership, which further upset me.
Reluctantly, I did call and after waiting over 11 minutes on my cell phone to speak to a real person, I was cut off and sent back to the initial recording to begin the process all over again! Now REALLY annoyed, I called 1-888-246-1076 (customer care) once again, explaining what had just happened and was again met with yet ANOTHER arrogant and rude and very hostile representative!!! WHAT is going on there that an excellent customer should be treated that way?
FISHERS, INDIANA -- What gives? I was doing great without any interest being charged to the card as I pay the entire balance showing on the billing statement before the due date. I recently received a statement showing an interest charge. When I phoned the customer service representative was immediately on the defensive and suggested I don't take it that way even though I gave her no indication that I would. I simply asked her for a reason why I was being charged an interest when I never received one before.
She stated I am always being charged an interest but it will not apply if I pay the balance in full by the due date. I agreed with her and asked again why I'm now being charged interest. She repeated her statement about it not being her opinion and that interest is charged all of the time.
When I read the definition of interest posted on the back of the billing statement and specifically the part where I would not be charged interest if paid in full by the due date she again went of the defensive and said I would be charged interest no mater what. Knowing I wasn't going to get anywhere with her I simply thanked her for her time and said that due to her customer care I would be cancelling the card after I speak with Costco. Keep moving forward.
LAS VEGAS, NEVADA -- I was given a free pass to the American Express Centurion Lounge in Las Vegas. The man at the counter did not run my card and I was told I needed to pay $50. He also said I needed to pay $50 for him to answer a simple question. I have been given an offer for my brother to attend the lounge for free because of the way I was treated. I am going to cancel my card and never attend that stupid lounge. Some employees at American Express treat their customers differently depending on a variety of factors I guess. I will not continue to give business to a company that discriminates.
SALT LAKE, UTAH -- I opened a high yield savings account in March. I got a statement that they received my initial deposit. I didn't get any more statements so I decided to call and check on my balance. I was surprised my account had been closed. They said they thought it had been compromised. I asked why I wasn't notified, they tried to make excuses.
I asked for my balance and for them to send me my money back. They said it would take several days to figure it out. After waiting a week they called me back and left a message. I returned the call and left a message. After waiting all day, I called again. I was put on hold for a long time while they looked for my money. I told them to send the money overnight delivery. Finally think the check is in the mail. Very scary experience.
USA, HAWAII -- I called American Express today to use my points for a flight I just booked for my husband and they told me I could not redeem any points as I have never been signed up. I had been using my card but only getting points on my husband's card and asked why they would not debit my card points and they said that it was because my husband never asked to have my card in the rewards program and only HE could authorize that!!!
What a stupid thing - someone is actually going to refuse their spouse the benefit of having something given back to them as a bonus rewards program Really? So for the past 10 years that we have had this card and NOTHING has been accumulating points and I use the card every month for my business and nothing was going towards the point system!!!
Someone at some point should have asked me or my husband to sign up for the benefits. I don't understand what kind of customer service this is but I can tell you that it is an awful sneaky and low way of doing business. I have American Express at my store and unless this is corrected I will be pulling it out of my store also.
I've been charged $25 late fee on a $41.32 bill. This is no surprise as any company would do the same. I called two days after the due date, requested the fee be waived and after 45 minutes on the phone, failed. I've been granted this simple courtesy many times before by numerous credit card companies and been successful every time as I have always had immaculate payment history and never left a balance on ANY credit card.
I've been tricked out of over 100,000 AMEX points in the past when an associate CALLED ME and convinced me to switch to AMEX blue, without informing me that I would lose all my points. Those points were the whole reason I signed up to the card and after trying to get those points back for YEARS, I've been receiving NO RESPONSE to my letters!!! UNBELIEVABLE how this company has been treating me worse and worse as I become a more senior customer!!! This company does not deserve more business!
TAMPA, FLORIDA -- I called American Express to make a payment over the phone with my debit ATM card. I gave the customer service representative my account number. The representative asked me to verify some information about me which is fine. I expected that and since I gave him my account number and he verified the identity information I expected the payment to be posted to my account. But somehow this representative was able to post the payment to another account and the account numbers are not even close.
I spoke to supervisor, manager, and they can see the mistake how it was done but they will not correct unless they speak to the account owner where the payment was posted and get their permission to remove the payment that was posted to their account by mistake. This is ridiculous! The American Express representative made the mistake. Not me and not the other account holder. American Express should correct this and suck it up just like Bank Of America does when they make a mistake.
What if the other account owner does not give the OK to remove the money, then what? American Express gets to say "OOOPS" we made a boo boo and I will be out my money plus American Express will get to charge me a late fee for the mistake made by their customer service representative? Just ridiculous specially when customer reps, supervisor, and manager can see the mistake but won't fix it unless the second account owner agrees to have the payment posted in error voluntarily removed.
NEWARK, NEW JERSEY -- Twice in the last 2 weeks you have caused major damage to my daughter and son-in-law trying to buy a new home. First you had wrong info on "alleged late payments on account". After my son-in-law contacted you, you cleared it up after he asked for a Supervisor. Then just 2 days ago, you blocked the Home Mortgage company again from doing a credit refresh to check the same account, to finalize the "close" on the loan. DUE TO THAT THE MORTGAGE % WENT UP FROM 3.4% TO 4.1% while waiting for you to grant access to the mortgage lending company. I will never do business with you and will be telling my friends to shun you as well.
SAN DIEGO, CALIFORNIA -- Signed up for an American Express - Delta Skymiles Credit Card tied to a promotion - spend $1K within X period and receive 40K bonus Delta Miles. Called American Express the day I made the purchase to ensure my purchase would qualify (I would have absolutely used another card if it hadn't been in the time frame). I was told by the American Express Customer Service Agent..."Yes you are on the last day... Make the purchase to ensure you get your miles."
I'm now on my 5th call to American Express. A case was opened on February 24th and still nothing. I had the WORST CUSTOMER SERVICE agent ever this evening, **. She needed to "find" a 2012 calendar to figure out how many days were in October, November, December & January... Politely tried to tell her the ONLY month that changes the number of days is February. Needless to say this card will be cancelled and I'm posting about the lack of service on any social media outlet possible. Hoping no one else falls for these types of scams.
NEW YORK, NEW YORK -- Simple story: 36 year customer with excellent credit. $2 million in charges over the years. Late 3 times for no more than two days in ten years. Recent two day late payment earns me a penalty interest rate of 27.99% (up from 11.99%). Customer service in India says there's nothing that be done to override the "system". I threaten to payoff and close my account. They respond “Sorry to hear that. Is there anything else I can help you with?”
I am canceling my three accounts and will never have anything to with AMEX or their partner companies (such as Costco). They used to have the best customer service in the business and I was proud to be a member -- times have changed and having read other horror stories, they are shedding customers like hair on a golden retriever. Good riddance.