[X]
Write ReviewJump to 
9
Helpful
Votes
Votes
American Express Complaint - Security Harassment - Customer Service / Security
Customer Service / Security - Complaint
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
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
Comments:
Posted by JohnInSoCal 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.
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 JohnInSoCal 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.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
- American Express Punishes Its Customers - Usury Interest Rates for Reliable Customers
- American Express' Poor Customer Service - American Express Credit Card
- Biggest Rip-Off of a Credit Card Out There
- Amex Customer Service Is at an All Time Low--- - American Express Credit Card
- AMEX Blue Cash Preferred - Blue Cash Preferred
More Reviews on American Express:
- Customer Service - Delta Skymiles SCAM Promotional Experience - Customer Service
- Worst Customer Service EVER!! - Card
- Horrible costumer service
- American Express's crappy customer service hides behind an obsolete reputation - American Express Premier Rewards Gold Card
- Take my money please! - Account payments