Amex "customer service"

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MemberSince99
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Amex "customer service"

Postby MemberSince99 » Fri Jun 28, 2013 5:53 pm

So I called tonight about the fact my payments and transactions seem to be stuck for days ever since they did that update (it's been on the FICO site as well). I wanted to see if there was anything they could do.

I basically played dumb and just told the CSR, who answered in an overseas accent (my first sign the call is a total waste of time and this is not racism it's the truth) what was going on. The CSR walked me through the exercise of which things are not being processed so I said basically all of them. She insisted everything was normal and that she was told that all the updates were done and everything was fine. I said well how can that be, when before everything posted almost at once now it takes many days. She then proceeded to tell me that it was the merchants and not Amex who were doing this, and they would get to the bottom of this matter she could assure me.

I knew right then I was being lied to, first of all I've been to the same merchants before and things always posted before and they are not doing anything different - if it was one merchant, I might buy it but ALL of them, hell no, seriously do these foreign idiot CSRs think I'm as dumb as they are? It really insulted me to be bald faced lied to like that.

If you have a problem ADMIT it, don't sit there and lie to me and tell me what you are going to do when I KNOW damn well you are simply going to get off the phone and go lie to the next victim I mean customer.

Not at ALL impressed with the Gold card CS, it's barely a step above Capital One.

And before the Amex fanatics get all riled up please remember I have an FNBO card with NO annual fee and when I call them I talk with an American who doesn't try the "answer with BS and get off the phone" game with me.

So I'm re-evaluating who gets my money. I stopped at the music store on my way home as planned. I was GOING to pull my Amex card but after being lied to like that, I pulled FNBO.

Not saying I'm going to close Amex, I'm not, but I'm sure going to give the others more of a shot to get my business.

Amex you blew this one. You have to be better than that. If I want Cap One CS I will get a Cap One card.


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FastSRT8
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Postby FastSRT8 » Fri Jun 28, 2013 6:25 pm

Sorry to hear of your poor experience.

I had a similar issue the other day and got really good service. Got my issue resolved and with CS agent even spoke on my behalf to both the merchant and the processing agency. Got a follow-up call as well to ensure I was satisfied with their service.

Now granted I was routed to a different CS department and they all spoke english really well. I was helped by their local North American Team.

Your mileage does vary when it comes to this and I agree this should not be the case. Amex should do what they did for me to all their clients....
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pac4toon
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Postby pac4toon » Fri Jun 28, 2013 6:39 pm

I hear ya. I recently had issues with AmEx CS-- I was so frustrated that I cancelled my Gold card. I still have the BCE tho. Oh well. But ya, it was just so frustrating speaking to the CSR that I asked for a supervisor, cleary the CSR was miffed and placed me on hold. I hung up after about 8-10 minutes waiting for a supervisor.

So, right now my money is going to CSP. AmEx is on timeout.
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Z06Biker
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Postby Z06Biker » Fri Jun 28, 2013 7:06 pm

This is very disappointing to hear, especially among us Amex loyalists/enthusiasts. Their gold card (regular and Premiere Rewards Gold) is still supposed to be pretty high up there in the pecking order. It certainly is advertised and priced as such. And yet, it seems to the contrary in reality. Not only are we seeing folks with lower credit scores being accepted (not hating, just stating), but perhaps they're outsourcing the gold card CSR's as a result of it?
AMEX: PRG Gold, Business Simply Cash, Business Costco, BCE.
Chase: United MileagePlus Club, Sapphire Preferred, Amazon Rewards
Barclaycard Arrival World Mastercard
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USAA World Mastercard, USAA Platinum Mastercard
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MemberSince99
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Postby MemberSince99 » Fri Jun 28, 2013 7:10 pm

Thanks SRT.

I'm not going to close my Amex cards. I mean I knew before I got them they had offshored a lot of their CS. Someday this catches up with you I've seen it time and again. But the corporations have to dance to Wall Street's tune and the execs want their big bonuses so that's how this kind of thing happens. They don't care if they lose business over it, the company I work at now is the same way. Just today one od the long time veterans was telling me how they used to not care if they lost business, their attitude was so what there are others. Rather than fix the problems, they would just massage the numbers until they got what they wanted. They kept one set of figures that was the truth and another set to show others. And that was before it went public, now they have to make quarterly numbers.

Anyway, kind of sad to see this kind of thing honestly. With Cap One I can laugh, with Amex I think it's tragic.

MemberSince99
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Postby MemberSince99 » Fri Jun 28, 2013 7:16 pm

Z06Biker wrote:This is very disappointing to hear, especially among us Amex loyalists/enthusiasts. Their gold card (regular and Premiere Rewards Gold) is still supposed to be pretty high up there in the pecking order. It certainly is advertised and priced as such. And yet, it seems to the contrary in reality. Not only are we seeing folks with lower credit scores being accepted (not hating, just stating), but perhaps they're outsourcing the gold card CSR's as a result of it?


They had already outsourced it a year ago when I had a Gold card then. This isn't anything new. I knew going in this is what we are in for with them. I just HATE being lied to. Especially by some sweet sounding idiot who thinks I'm too dumb to know the difference. Discover CS it is not, not even close, not even on the same planet.

Again Platinum probably has better, and the Centurion will get the best of the best, but the rest is at best average at worst, useless.

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Z06Biker
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Postby Z06Biker » Fri Jun 28, 2013 7:17 pm

:( :( :(
AMEX: PRG Gold, Business Simply Cash, Business Costco, BCE.
Chase: United MileagePlus Club, Sapphire Preferred, Amazon Rewards
Barclaycard Arrival World Mastercard
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MemberSince99
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Postby MemberSince99 » Fri Jun 28, 2013 7:20 pm

On the plus side you can hang up on the people who ask "May I please know your name..." and call back until you get an American. Those experiences have been a whole lot better.

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FastSRT8
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Postby FastSRT8 » Fri Jun 28, 2013 7:25 pm

LOL or you can play with them and speak even more broken english and confuse the hell out of them!
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MemberSince99
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Postby MemberSince99 » Fri Jun 28, 2013 7:28 pm

FastSRT8 wrote:LOL or you can play with them and speak even more broken english and confuse the hell out of them!


LOL I've thought of that, but they probably wouldn't "get" any of the cultural references jokes I'd crack which would really ruin it for me as far as having fun with it!

I mean I'd say something like "As we know American Express is a conservative lender...." making fun of Cap One who says that, but they wouldn't "get" it so that would just go over flat!



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