American Express Complaint - AMEX Lies and Unprofessional Customer Service
I got a card through COSTCO. MY wife also. She had no problem.
After about 2 weeks my card was declined at a store. In talking with AMEX, they first asked for a landline under my name. I only use cell phones for both business and personal. The also asked for a W-2, but I am self employed consultant for the last 20 years. Then they asked for a SS Card, which I have not needed to produce for anyone in the last 50 years (I am 54). Then they asked for my tax return, I said all 40 pages of it, no just the first page so they can see the w-2. First of all Tax returns are file electronically over 50% of the time and (because I also have been doing tax returns for 30 years) w-2's are no longer attached to the front page. I reminded them that I do not have a w-2 because I was self employed, so then we went around again requesting the same info. Finally this person passed me to another person. Of course the W-2 and ss# is brought up. I am self employed, I do not have any to give. So finally we settled on a 1099.
Then she wanted a utility bill. All my utility bills are sent to me via the internet, I do not utility bills to provide, they did not want a web page. Finally they asked for a Notarized signature. OK I have done this before and no problem and asked for the form to be used. They cannot provide me with the form. The Bank will have the proper form. Went to the Bank (Bank of America) and went to the senior banker there. She also said she need a form and she always was provided the form to be used. There is no standard form. Ok call AMEX and ask for the form. Service Rep says what are you talking about. I said look at the customer notes. She said there are no notes and that this is the first phone call ever (actually I had been on the line for 3 hours with them already).
So now AMEX is sending from dept to dept looking for this form. One person even said they fixed the problem with my account and I did not have to furnish the docs requested. Frankly I did not believe them, so eventually (1 hour later) they got to a person who could provide this top secret form. Even the banker was getting disgusted because I put her on the phone with them and she did not know what they wanted. So finally got the form and the requested items changed. Got a supervisor and the requested items changed again. I asked about the form that they would not send and she said that they rarely send that form. From my bankers reaction, rolled eyes, we both knew the BS that was going on.
I wanted to send the items to FEDEX instead of FAX. The said FAX is the only way and they had no physical address (which of course is another lie). I said the problem with FAX is the sending machines are unreliable especially with dark copies. They wanted drivers license and with all the anti tampering stuff on the drivers license, it is very dark when you copy. This in fact happen to my son recently. I was told that this never happens (Another lie, actually this happens all the time and FAX is one of the oldest and most unreliable technologies an organization can use.
They also insisted that I gave them the wrong phone number on my app. I have only one phone number. NO No No, they have another (from where and what it is they refused to disclose) and that is why I am being requested this info. I asked them to look at the app for the phone number as that is the only one that I have. Later I determined the phone number is from a previous residence. I never gave them that number and not used that number for years. When I noted that they had the wrong number the rep was very rude, I could here her change it on the computer. When I asked that we go over all the data on the computer, she refused and the phone line was dropped all of a sudden.
I also caught them in other lies in over 4 hours of conversation. They refuse to provide any follow-up documentation. One time we reviewed their notes about the phone conversations. Not once did they have any documentation about what they said or did. They choose to have selectively document things.
In trying to work with management, I requested a meeting with a manager to work out these problems. They refused, saying our customer reps could handle it. These are the people who cannot give the same answer twice in a row.
I have faxed the info in and but they refuse to acknowledge they received the fax even though my fax log shows it was accepted.
Costco should really review their relationship with AMEX. This company is terrible to deal with.
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