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American Express' Poor Customer Service
American Express Credit Card - Complaint
Review by susan.shuttleworth on 2013-02-10
Rating: 
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.
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.
Comments:
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.
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.
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.
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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