MASSACHUSETTS -- American Express has the worst credit card practices. They purposely do not send payment reminders so they can charge you late fees. I must have called in three times asking for payment reminders which they assured me they will send. They do send it for a few months then it disappears and you forget to pay the balance and they charge you a late fee.
You call back and someone finds some glitch in system and this happens again and again but they keep charging late fees. I was getting charged 25 dollars for being late 2 days on an 80 dollar bill. Bad customer service, deceptive business practice. Highly recommend everyone to stay away. Use Visa or Discover card which I've never had any problems with!
ISSAQUAH, WASHINGTON -- I am 53 years old and run three successful businesses, should my customer service be that of AMEX I would be out of business. The value of the card is just not there. It is the most expensive card to own that I have. They are supposed to credit me for incidentals when I fly United, I have not seen one credit! And I already know how long I will be put on hold to resolve this (it's not worth my time).
All companies are put to the test, not when things are going good but rather when things are going bad and how well they handle the problems presented to them, AMEX has failed terribly. I was overseas on business trip and had to make an additional flight to another country and had to change my return flight back to the US, booked through AMEX. Three dropped calls, two hours later it seemed the return flight to the US was handled... They never got it booked! Cost me over $1000 and hours of my time, they said sorry and gave me a $100 dollar in house credit. BUYERS BEWARE!!!
On Nov 1st, 2013, my wife and I called American Express to instruct us on how to cash in rewards points with an airline that AMEX does not have a relationship. They instructed us to use our AMEX card to buy the tickets and after a period of time to call back and they would credit our card at a ratio of one dollar for 100 points. When we did call back, AMEX told me that on Nov 4th, 2013, they changed their policy and the ratio was now one dollar for 166 points. This represents a loss of $500 even though we bought the tickets in good faith before the change date.
On Nov 1st, the AMEX representative did not warn me of this impending change. The AMEX supervisor in North Carolina told us: “we reserve the right to change our policies at any time.” Being a valued member since 1987 means nothing. So be forewarned, when dealing with American Express, they reserve the right to change policies at any time.
SAN ANTONIO, TEXAS -- I have been getting many offers for credit over the last year plus. I have been ignoring them until now. I was advised that if I would accept credit from one of these companies and used the card and paid it consistently that my credit score would be positively impacted. So I took what looked like the best company and accepted the offer.
After one long phone call with Eric but before completing the process the agent told me his system was shutting down and that he had to transfer my call. But before he could the call was dropped. So I called in again and was helped by Jeniffer. We went through the entire process again. And in the end she told me I was denied credit!
Why waste my and their time and further harm my credit with such antics? As I understand it if I was approved things are all fine but since I was denied my credit will be worse for the effort. The entire thing just seems like a scam.
LOS ANGELES, CALIFORNIA -- On a recent trip to Italy, my return flight from Bologna to Paris was cancelled and I did not receive notification. Fortunately, the friend I was traveling with had booked through Orbitz and purchased insurance from Allianz and was able to get us both booked on a flight from Florence to Paris so we could catch our connecting flight to San Francisco.
The customer service phone number on my American Express confirmation "when traveling outside the US" was invalid. My phone calls to customer service when I got back to the US have been unsatisfying. I told them what happened and requested a refund of the 77.00 I paid for the insurance and got nothing. The response both times is, "I'll try, but I can't guarantee anything." I will never book travel through American Express Travel again!
NEW YORK CITY, NEW YORK -- My credit reporting agency sent me an alert that American Express had made a hard inquiry in my name. I've had an AmEx credit card for over 30 years, pay on time, am not adding anyone or any cards to my account. I called American Express customer service. They told me to call their credit reporting department and gave me that phone number. When I called that number, they wanted to transfer me to customer service. I explained that's where I started.
I was transferred to a couple of different people, all who said they didn't have any way to check on what I was asking ("why did American Express make this hard inquiry into my credit?"). During an additional transfer I was disconnected. I called back to the credit reporting department, got a different person but the same runaround and was told Customer Service would have better access to my account details.
I called customer service again and was again told I needed to talk to the credit reporting department. I explained that I kept getting transferred back and forth, but no one seemed to be able to help me. I did not yell, but explained that I was getting very frustrated with the lack of information and being told they could not help me, to call other departments and being being transferred and disconnected. Since I am a customer, how can they not look up my account and show that they made an inquiry?! And how can "Customer Service" have the attitude of "I don't know the answer and I can't help you"?
SAN FRANCISCO, CALIFORNIA -- I had American Express credit card for less than year. I had to cancel my account because of unprofessionalism of American Express customer service. They provided me with misleading information in the regards of my dispute with Hotwire.com. I contacted customer service multiple times to make sure the problem will be taken care of and they were convincing me that American Express will do the best and will take care of my problem anyway.
After all, American Express didn't resolve dispute in my favor and had to apologize for the customer representative's mistake in being unprofessional in a sense of promising things they are not able to provide. I will never recommend American Express because their reputation of being the best customer service provider among other financial institution is really questionable.
In the last 8 days, I have redeemed rewards points for ecerts from American Express. When you redeem for an ecert, you are supposed to have access to the certificated within 3 hours. The 2 most recently purchased took 6 1/2 to 8 1/2 hours to get. When I contacted Customer Service through email, I was continually told to go to the website. The only problem is, I told them I had already gone to the website. Over and over again, I got the same responses, as if there was a bot responding, rather than a real person. It was really frustrating to not have the issue resolved.
Finally I called them and requested someone in the United States (which it seems that the American in American Express means we have few people in America), and was transferred to Canada. At least the Canadian understood the problem and understood English. She told me the issue had to be addressed in the US. I finally got to the right person in the US, and my issue was responded to and resolved. So how many times do you have to tell the AMEX representative that you have already gone to the website before they stop telling you to go to the website?
I am 49 years old. I have had American Express accounts and accepted them in my businesses since I was 20 years old. I have been an entrepreneur my whole life. Often I also held a six figure job as well. Two years ago, many banks panicked and started slashing credit lines. This really hurt my business a lot. I wound up with a lot of debt and customers that had no way to pay me because their credit cards were cut off, and their clients credit was cut off.
The government pretends like the Banks didn't screw businesses over, but in fact they did. The banks screwed small business to the hilt, and they screwed the consumers to the maximum as well. This left American Express one of the few accounts open that I could use. Charging on average about $2,000 per month in all business expenses, and paying in full each month. In early June 2010 I got a call from American Express demanding I pay my bill immediately. The statement had not even gone out from them yet and was not due for 20 days but they demanded I pay right there on the spot. I refused as that defeats the whole purpose of using the card.
So, American Express turned my charging privileges off. Why would they do that, when I had never been late, and the payment was not even due?? This in turn cause me to have to pay things in cash which caused problems for my business. I then had to put other people off or try to collect debts early from my clients. Some of them got angry and canceled their contracts with me! After paying my statement balance American Express removed the hold and some automatic transactions when through. They then called me demanding payment again before the statement went out again.
I explained that I would make a payment by the due date as I always did. I made a payment and 2 days later was hit by a car which made my life a painful hell. At the same time, American Express illegally processed an ACH bank draft to my personal checking account which I did not authorize, resulting in a credit balance to my account.
This in turn over drafted my personal checking account, because it only had a few hundred dollars in it. That ruined a 15 year pristine history with my bank. It also resulted in hundreds of dollars in bank fees and cost me about 150 hour of hell writing letters, sitting on the phone, in bank offices, etc... all the while in terrible pain from my injuries.
When I called American Express they said they would fix this problem and pay my bank fees. They didn't... after my second call a week later they left me a voice message saying they were just going to keep the money! So I had to file complaints with the Federal Reserve to get my bank to reverse the illegal ACH draft from American Express. It took 31 days for them to do that. So American Express had the use of someone's money for over 31 days... more than a full billing cycle - and they did not pay anyone for the use of that money. On the other hand, I had to pay very, very, very severely for American Express to use that money.
Finally when the illegal transaction gets reversed, American Express does still not honor its word. It does not reimburse me for the fees or the hell I went through. Just as a statement arrives showing the 31 days with a credit balance, American Express goons start calling me and threatening me that my account is past due. How could it possibly be past due when they had the use of someone's money for 31 days and my statement showed a credit balance? But they didn't stop there...
Even though I immediately sent them 1/3 of a payment BEFORE the next statement came, they had already turned me over to a collection agency!!! When the statement did arrive it did not show my credit from the previous month applied to the balance, it did not show the payment that I had made, instead it showed a jacked up balance with highly inflated fees attached.
Now, I already had a dispute running about American Express with the Attorney General's office. They wrote a letter filled with Lies to the Attorney General and made it seem like they were the good guys. At the very same time they wrote this pile of dung to the Attorney General - they then turn my account over to a collection agency! They did this while the current statement was still in the mail!! It had not even arrived to me yet, and they had already turned it over to collections.
American Express is an evil company headed by the very swine of this world. The kind of people that need a noose around their neck. As Humans we have the right to life, liberty and the pursuit of happiness. American Express are the demons from hell that want to squeeze the life out of you, crush your liberties and destroy your happiness. Wicked slime that should be spit roasted in an open flame.
If you think they treat customers bad, you should know how they treat their employees. I currently work in customer service for American Express and wanted to let you all know how unfair they are to their own employees. There's a million things I could share, but the one that stands out most is how they grade our performance. There are only two pieces of information they use when determining if you do your job well. These pieces of information decide whether you stay or go, whether you get a bonus or not and whether you will ever be promoted to something above phone representative.
When a customer calls in, they will receive an email survey on how the experience was and if they would recommend American Express to their friends. The survey's results are broken down into two parts: customer service and "refer to a friend." Under customer service, the customer grades the call on a scale from Poor to Excellent with things like Very Good and Fair in-between. If we do not get an excellent, our stats drop. Period. It matters not what is said in the comments. Only an excellent increases our stats and anything less, hurts our stats.
Next, the customer decides if they would refer a friend to American Express on a scale from 1-10, 10 meaning they would absolutely refer AMEX to a friend. If we do not get a 10, our stats drop. Period. It matters not what is said in the comments. Only 10's increase our stats and anything less, hurts our stats. Now, you should know that THIS is the part of the survey that affects our stats more because it's weighted more. Refer to a friend score is like 60% and customer service is 40%.
Now, here's where it gets interesting. The customer gets to write in comments all over the survey, anything they want about their experience or AMEX in general. Often times, I will get a survey come back that will be a "Very Good, 8" for example. Now, mind you this result actually brings my stats down. Then I will read the comments and they will say, "Customer service representative was very polite and helpful. My problem is not with her. AMEX voice response system is too confusing and it takes forever to get to a live person. Also, I don't go around recommending credit card companies to my friends."
Oh, wonderful. Thank you so much for saying kind things about me, but giving me an 8 on refer to friend instead of 10. You have no idea Mr. Customer, that because of you, I will not be receiving a bonus and I may not get that position I've been eyeing in project management. Customers also use this survey to complain about things that have happened to them in the past or on a previous call. They will even specifically say in the comments something like, "This is not about THIS call, but last month I tried to pay my bill online and your website gave me an error message... etc. I'm sick of your website giving me problems."
Management doesn't look at those comments, they only care about the NUMBER we were given. In fact, EVERY SINGLE one of my surveys I have ever received that were less than Excellent/10, specifically stated in the comments that I was wonderful. I was pleasant, knowledgeable, helpful, polite.. etc.
However, the comments will go on to complain about an AMEX POLICY or the way our statements are printed. Or our voice response system. Or our website. Or that AMEX won't waive a late fee (which, by the way we reps don't decide. We don't make the decision to waive or not. We run your request though a web "tool" and either get approved or denied. Period. We don't get to determine on our own if we feel a waiver is justified regardless of your circumstance).
ANYWAY bottom line is these are things that are out of our control as reps. Yet, we still get punished for them. Now, I realize customers don't know this. They have no idea that what they score is a direct reflection on THAT representative and that representative alone. I feel bad for customers because if most of them knew this, they would grade reps (well at lease ME), perfect and then use the comments to rant because the comments don't affect my scores. That way, they could get their message across, but not hurt the representative they just spoke to who was wonderful and did her best.
What ends up happening is a lot of reps will say or do ANYTHING to get a good score. Meaning, they will say things the customer wants to hear knowing full well it can't be done because all we care about is what number you will put on that survey you get tomorrow. If you call back later because you were told something that wasn't true, what does the representative care? He got his Excellent/10 out of you already. See, AMEX has put us reps between a rock and a hard place. We are forced to look out for ourselves and not the customer.
It's a shame because I am damn good at my job. I've been in customer service for many years and treat people kindly and always sympathize with them. I am well spoken and polite. Customers love me. They do not love AMEX though and AMEX has found a way to make this MY fault and MY problem. For those of you who truly had a nasty rep, I am sorry. Those people deserve the Poor/1's you give them. I do not however. I have personally known reps that have been let go because their scores were too low. Each of these reps have had wonderful phone skills, always spoke gently and politely and truly cared.
Unfortunately, the luck of the draw was too many customers chose to take out their frustrations about AMEX policies on those rep's surveys. It's not the customer's fault. Like I said many reps can be nasty and deserve those scores. MY customers who liked ME, but not something about AMEX and their policies had no idea when they chose to give the call an 8 or 9 or 1 or 2 or whatever... that it would hurt only me. Me personally. Me and only me. They have set us reps up to fail by their stupid policies and money hungry ways.
They know full well that the surveys should be an honest place for customers to express their disappointments with THEM as a company, but they chose to put it on ONE rep's shoulders, even if it is clear the venting is not about how that one representative treated that customer or handled the call. They've done this so they have an excuse not to pay us well or promote us. Sad. I'm looking for a job more suited to reward me for treating people with kindness and respect, which is what I am good at and passionate about. I really am sorry for all of you who have had terrible experience with customer service. You deserve better. And so do I.