VANCOUVER -- If you're in Canada and call AMEX customer service, you'll either get their call center in Manila or their head office in Toronto. It's total luck of the draw. If you happen to get Toronto, you have about a 50% chance your problem will be solved. If you get Manila, gently put the phone down, draw a circle on the closest wall to you at approximately face height, and bang your head directly into that spot. It will be a far more pleasurable experience than dealing with the AMEX Manila team. I'm pretty sure someone stands on the street outside their Manila office and offers free hotdogs to anyone willing to come into the office, strap on a headset and take some calls from customers.
Honestly if you happen to get Manila, just hang up and call back until you get Toronto. At least then you have a small chance. I get that there is a cost benefit to outsourcing phone support to the Philippines, but regardless of where they choose to do business, it's sad that a once prominent company that was known for exemplary customer service has completely lost touch and lowered its standards to what they are today.
TORONTO, OHIO -- A one star review is too generous for American Express customer service for disputed charges. Been a very good client to American Express for a number of years and recently there was a charge from a merchant that should not be there and contacted American Express for the first time for a disputed charge. There was basically no investigation into the charge as the merchant just produce a slip that shows they charge my card but no indication of what the charge is for and who authorize this card.
Unbelievably American Express was satisfied with this, so I had to call American Express customer service. The supervisor basically told me that as long as you give the merchant your credit card number, they can charge whenever and whatever they want and it is between you and the merchant. This really scares me and make me very hesitant to use American Express again in any business because the business could put any charge on my card whenever without notifying me and I will be on the hook for it. This is unacceptable service to their customer.
ELK GROVE, CALIFORNIA -- Don't ever file a dispute with this credit card company. They have no service, they lie, they make it seem it's your fault. That's what Costco dropped them. I have been with AX for 4 years I spent about 13k a year with them. Recently I submitted a dispute for $102. They made me jump through hoops for $100 and after all said and done their website would not allow a document to be uploaded so I asked for an email address to email it. They are like, "We don't have one." I was amazed because it's a huge company. They told me to go to a library and scan it then email it. I told them, "Go and ** yourself and cancel my card."
I just found out that Amex has relationships with McDonald's, Chili's, Newegg.com and others where they put me automatically opt-in to use my membership rewards when I purchase anything there. I found this out today because I went to McDonald's for lunch. After paying I get an email from Amex telling me that I used 458 points. I call up Amex and they tell me that I was automatically opted-in to their promotions for this. Nowhere did the representative inform me that I was made aware of this.
This is for anyone who doesn't know this may be happening. Also, be aware that Amex has a similar arrangement with Amazon.com and Bestbuy.com where you have to go into their websites and opt-out. I think in these cases you have an option at the end of a transaction to use points.
SALT LAKE CITY, UTAH -- As loyal customers of over eight years with American Express, my spouse and I write to complain on their disinterest in retaining us. I spoke with a customer service agent on 3/15/2015 about a balance payment I scheduled on that day to prevent the accrual of interest charges. The agent assured me that American Express will not charge interest since I had made a good-faith effort to pay the balance, and issued a confirmation number. However, the statement on 3/18/2015 showed an interest charge, and when I called customer service again on 3/22/2015, both the agent and the agent's supervisor insisted that they will not honor the prior agent's assurance.
When I asked the supervisor to include a note that "...my continued business with American Express will depend on the company's willingness to accommodate requests by longstanding customers..." she instead explained the contract document to me.
I am hopeful that, as a company dedicated to retaining existing customers, they would (1) alert customer service to avoid a defensive communication style with customers; (2) allow the billing/customer service departments to waive interest charges in especial cases; and (3) ensure that customer service agents honor prior commitments. I also note, that in my nine years as a customer, this amounts to the first instance I accrued an interest charge.
I had been with my company for 8 years before a recent layoff. American Express was the company card provided. That will be the last time I EVER have a card through Amex. Received a phone call out of the blue yesterday from an extremely rude customer representative that was outright harassing! I used my card almost daily for the last 8 years and now there is a balance due that was not taken care of by my company.
I called today, to take care of the balance and tried to discuss my fees and was told it was my fault and nothing could be done. I understand if I was trying to get out of something but I was trying to get an explanation and was made to feel like an idiot. My credit score is over 750 so it's not like I don't pay my bills. This was the worst experience I have ever had with ANY company. I will tell anyone I know to get rid of their Amex cards. They are terrible to work with!
PORTLAND, OREGON -- I called to make a payment by phone as I have done for the past year because they were not posting my checks on time. This month they had not posted the prior month's payment from their automated system. They made this my fault because they had not debited my checking account. I should have noticed it. What?? Not only that, they charged a late fee and issued a late payment report to credit agencies. Never having been late in 35 years, rather than call or mail or send a late statement, they did that instead. This was AFTER I had paid by phone.
Their customer service people are global (IE not in the US and are not at all helpful anymore). The "I'm sorry, there is nothing we can do Mr. **" didn't earn much respect or admiration from me. Not only that they will not send checks for credits to my account for 90 freaking days! What kind of company are they running anyway?
NY, NEW YORK -- On February 14, 2014 I made a payment to AT&T and had the funds in my account to make that payment. SERVE put the payment on hold and then blamed the merchant who didn't get the money. After 7 days my money was no longer in my account. When I called to find out what happened the customer service said they could find no record of the transaction. I told them I had a screenshot I made of the website 4 days earlier and then claimed it was a glitch not theft.
When I tried to find out how I could make a complaint I was told in no uncertain terms that they had no complaint department and if I wanted to pursue this I would have to take it up with the Texas banking commission. SERVE employees are stealing your money. Use SERVE at your own risk.
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!!!