Comments on: American Express, I am Disappointed!

By: Well, Credit Card Companies are the Same

Well, Credit Card Companies are the Same — Mon, 19 May 2008 14:07:24 +0000

[...] year, I had a nightmare with American Express over the fraudulent charges on my Costco TrueEarnings card. Though eventually, the issue seems to [...]

By: Joana

Joana — Mon, 12 Nov 2007 01:23:27 +0000

Hello,I have been in dispute with American Express investigative department for 2 years. During this time
States Attorney Office and BBB open strong litigation against the merchant in question,but for AMX these two institutions are not legit enough to be considerd, as my evidence to show cause for the merchent to return money to me.We are speaking abot thousands of dollars. Noone even will tell you who to call and complaint because it is a top secret and AMX ” will not disclouse this information”.Well, I hope that someone can do somthing about AMX investgative reporting process because in my opinion AMX investigative team need to be investigated ASP .

By: Hampton Court Designs

Hampton Court Designs — Fri, 02 Nov 2007 21:17:13 +0000

American Express is a law unto itself. Investigations are like secret tribunals and not at all fair. They will tell you to check your account online to see the judgement late on Friday afternoon, change your password, and then you will be completely confused by what they are saying. You should then expect them to suddenly take money out of your account early on Monday morning. I would like to hear from other companies that this has happened to. It is not worth accepting American Express.

By: shadox

shadox — Sun, 21 Oct 2007 01:14:10 +0000

Here’s a thought: vote with your business. Close the account.

I have been reading about your misadventures with AmEx for quite some time now, and I think there is only one solution for such lousy customer service: going somewhere else.

By: plonkee

plonkee — Thu, 18 Oct 2007 11:40:30 +0000

I can’t believe that this is still going on. Its certainly put me off using Amex for anything. Hopefully it’ll be resolved with a new account number.

By: Sun

Sun — Thu, 18 Oct 2007 04:38:47 +0000

Well, they did refund me immediately every time I called them or put the charge on hold during their investigation. The disputes seem easy, resolving the problem isn’t and that’s what bothers me.

By: Chief Family Officer

Chief Family Officer — Thu, 18 Oct 2007 04:02:22 +0000

You’re right, this isn’t a pleasant story, and I’m very sorry you’re having to go through this experience. Thanks for the cautionary tale, though.

By: mapgirl

mapgirl — Wed, 17 Oct 2007 20:47:28 +0000

Hm. Weird. I’ve always had great service from AMEX since I was in college nigh over a decade now.

Sorry to hear it’s been a pain in the neck. I’d be careful though since AMEX did a spot-on job replacing a lost card for me in Brussels many years ago when I was traveling. I am not sure another card service would be so expedient. (And I hope I never have to find out.)

By: Jonathan

Jonathan — Wed, 17 Oct 2007 10:32:48 +0000

Isn’t American Express the one who just showed all those commercials with John McEnroe during the US Open stating that disputes were super-easy with them? Yeesh.

I found it on Youtube:
http://youtube.com/watch?v=6zhiGY19hyc

By: Yan

Yan — Tue, 16 Oct 2007 18:18:51 +0000

What an exciting story. Wait for July and you could have a book published out of this.

Seriously though, I will join one of earlier comments, follow up on the issue in a day or two if you think it is important. Corporate customer support is a mess!

By: Jonathan C

Jonathan C — Tue, 16 Oct 2007 13:11:38 +0000

Sun,

Yeah, this is pretty typical of credit card company customer service. I have similarly disappointing stories with BofA and Citi. The thing I have learned from experience is, if you don’t get what you want, just keep moving up the ladder, from CSR to account manager, etc.

I think the system is intentionally flawed to keep people who are anything less than driven from getting the kind of service they need.

By: Tim

Tim — Tue, 16 Oct 2007 09:13:27 +0000

This is why I won’t ever get another AMEX card again. I had wondered from the first time I read your blog on this subject, why AMEX didn’t close the account and just issue you another credit card number immediately. This is standard for other credit card companies and the excuses AMEX gave that you posted simply didn’t jive. Hopefully this will work out. Even when they close the account and issue a new number, you are still going to have to monitor the old one for several months until everything clears out right. You may get two bills (one for each), too.

By: Matthew

Matthew — Mon, 15 Oct 2007 21:44:56 +0000

Sorry to hear about your troubles with AMEX. For the most part I think their customer service is pretty good. This past February I got a call about some unauthorized charge to my account, and they immediately closed that card and sent me a new one with a different account number. I never even saw the fraudulent charge appear on my account statement online or in print.

The most important lesson I’ve learned from calling customer care, anyone’s customer care, is to call back at least once to verify information. For serious things, probably three to five times is a good rule of thumb.

By: Patrick

Patrick — Mon, 15 Oct 2007 18:57:50 +0000

Ugghhhh. This sounds like horrible customer service. Dealing with customer service reps can be extremely frustrating – especially when they give you differnet answers. I hope they resolve this situation for you so you don’t have to keep wasting your time due to their inefficiencies. Good luck.

By: Yifan

Yifan — Mon, 15 Oct 2007 16:28:04 +0000

I hate this kind of customer service system too. I have to explain the situation every time I call and to every person. They act like knowing nothing about previous report. So frustrating.
But also, don’t let their stupidity ruin your mood
good luck

By: RV

RV — Mon, 15 Oct 2007 14:18:29 +0000

Sun:

I am sorry to hear what you had to go through. Yes, I think it is a good idea to get a new account number and also open up the fraud investigation.

I wish you the best and I sicerely hope the issue will be resolved as quickly as possible and you don’t see any charges on the new account.