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Valued Contributor
Posts: 1,066
Registered: ‎07-09-2013
0

Want to pull out my hair, why does AMEX make it so difficult!

[ Edited ]
Some of you might know the issues I already had with American Express, well in the past few days it only got worse. I'll start from the beginning

7/24 - I app for the Amex Detla Gold, they triple pull me and nothing happens for a while. I call in to check the status every few days but no progress
8/7 - A second pull on TU, this makes a total of 4
8/8 - Get an email that I was approved, 2k limit - Also today after reading it was good to get multiple amex cards at the same time I app for a BCE.
8/13 - I get my Delta gold in the mail AND a denial letter dated 8/10 for the BCE. I was going to dismiss it as the only reason listed was low Fico score from TU until I looked closer. The letter for the Delta gold states on 8/7 my TU Fico was 697, the BCE (ran on 8/8) used the report from 7/24 and listed my TU Fico at 647, 50 point swing! I Called the recon line and asked about it, the supervisor told me they would look into it and to not worry about another hard pull.
8/20 - After checking my EX i notice something strange and I freeze it.
8/21
Morning - I call to AMEX again and ask about the BCE status, still listed as pending, supervisor says no reports for my on file at all. After telling him I had 4 hard pulls within 30 days, he asked me to fax in a copy of my report with the inquires, he would look into it for me. (90 Minute call)
Afternoon - I call in to see if they received my FAX, a different supervisor tells me they did but is confused why I faxed that information in. I explained the situation but they claimed since the supervisor wouldn't give me their name there was nothing they could do with it. I was asked to unfreeze EX so they can look at it to recon my 8/8 application. After trying to see if they can pull a different CRA or any other solution I generate a pin online and give it to them. After a long hold, the pin they claimed wouldn't work. I kept verifying the correct numbers and they still couldn't pull it. I was asked to hang up, call EX and get another code. (60 Minute call)
Experian - Luckily for me this call went smooth after a long hold. They had me make another pin since the online system wouldn't generate one for me anymore. (15 minute call)
Third Call Afternoon - Provide new Pin to another specialist, she was nice but kept coming back after 10-15 minute hold times to verify the Pin. I knew we had another problem, she attempted to get a manager/ supervisor on the line but came back saying they were all in a meeting and they would call me back. (60 minute call)
Fourth Call 3 hours later - Starting to get late into the day so I call back, while the specialist was looking for a manager, I get a call from another manager at AMEX. He says "we have had issues with the system today, it's defiantly something with us and not EX, I will personally get this fixed for you and will call you back tomorrow morning" I clarify tomorrow morning as before noon my time (Pacific)
This morning 8/23 - Hard Inquiry shows up on EX. 11am rolling around and nothing, so I call in. This time no notes from the manager from last night, nothing. Current manager says no one was supposed to call me back, if that was the case it'll be put in the notes. I ask for the manager by name and was told there is no one by that name. She can't do anything about my application either, it was moved to the executive office and I would need to contact them. (20 minute call)
Executive office - Since I don't know who my case was assigned to, the secretary has to look for it. (20 minute hold time) She comes back and has no name or extension for me. She says the only information she is allowed to give me is "we are aware of the problem, it is an issue with out systems and not Ex, our executive team does have your case and will contact you as soon as we have a resolution. There is no estimated time right now" when pressed she wouldn't tell me anything else or who to follow up with next time.

Update 8/23 - after the EX pull earlier, now comes a TU pull. That makes 2 EX 1 EQ and 3 TU.

If you took the time to read this whole post, I thank you personally, and I hope you can overlook some spelling and grammar errors. This whole experience has been frustrating. This whole passing the buck thing, no one has answers, no one is taking responsibility and following up except me is driving me nuts. As of right now for HPs I have 2 on EX 1 on EQ 2 on TU for 1 amex card. UGH!

   3/12 $3500     6/12 $1200      10/12 $1500   12/12 $3400    6/13 $12000      7/13 $5000      7/13 $2500       8/13 $2000    8/13 $6000

  | CSP (AU) $12,000 | Amex PRG (AU) | United $6,000 | OCCU $12,000 | Ink Bold | GM $3,200 | DCU $7500 | Luthansa $9000 | SPG $6,000 | Citi AA Executive $11,000 | Ink Plus $5,000                                                                         | EX 2/7 697 | EQ 10/27 721 | TU 12/15 719 |

Moderator
Posts: 27,207
Registered: ‎09-13-2012
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

I read the whole post and can feel your pain. It can be excruciating waiting for a definitive answer but at least they are owning up to its them not EX and the EO is aware.
I am hoping this will work out for you and you'll receive your new BCE shortly!
Valued Contributor
Posts: 1,292
Registered: ‎08-19-2012
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

My main problem is you applied for another AMEX card after you barely got approved for the first one....  you hsould have used your Delta AMEX for 6 months or so before you app'd for the second one.

 

the only way it is beneficial to app for two on the same day is if the first is an instant approval and you're looking to get two cards with one HP.

Chase Sapphire Perferred | Chase Freedom | AMEX Platinum | AMEX Delta Platinum | AMEX SPG | Capital One Venture | Capital One Quicksliver | Discover IT | ABFCU Visa | Citi AA WEMC
Valued Contributor
Posts: 1,066
Registered: ‎07-09-2013
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

"My main problem is you applied for another AMEX card after you barely got approved for the first one.... you hsould have used your Delta AMEX for 6 months or so before you app'd for the second one.

the only way it is beneficial to app for two on the same day is if the first is an instant approval and you're looking to get two cards with one HP."

In hindsight I should of waited, I misread some of the advice on this board, however I think it's insane all the hoops I have to jump through now for them not to give me an answer. A simple "no" would of saved me time, energy and stress. I would of left it alone had they not decided to use an old report instead of the current one they pulled just days before.

   3/12 $3500     6/12 $1200      10/12 $1500   12/12 $3400    6/13 $12000      7/13 $5000      7/13 $2500       8/13 $2000    8/13 $6000

  | CSP (AU) $12,000 | Amex PRG (AU) | United $6,000 | OCCU $12,000 | Ink Bold | GM $3,200 | DCU $7500 | Luthansa $9000 | SPG $6,000 | Citi AA Executive $11,000 | Ink Plus $5,000                                                                         | EX 2/7 697 | EQ 10/27 721 | TU 12/15 719 |

Valued Contributor
Posts: 3,096
Registered: ‎01-26-2012
0

Re: Want to pull out my hair, why does AMEX make it so difficult!


ryanbush wrote:

My main problem is you applied for another AMEX card after you barely got approved for the first one....  you hsould have used your Delta AMEX for 6 months or so before you app'd for the second one.

 

the only way it is beneficial to app for two on the same day is if the first is an instant approval and you're looking to get two cards with one HP.


+1 to BOLDED PART.  OP shouldn't have app again right away if not approved right away.  Example of seeing advice for others and not understanding what is really going on.  OP didn't have to wait 6 months.  Could have just waited till AMEX SPed as customer (probably within month or 2).  At that point, app for BCE and SP for denial and HP for approval.  But 6 month usage is good rule of thumb for borderline candidates.

 

Sounds like a hot mess with AMEX however.  OP didn't do themselves any favors however.  This is an example of too much intervention on OP's part actually making things worse, not better.  The problem with the PIN and resulting issues was primarily caused by OP getting nervous and freezing his file in middle of application process.  The various calls to various groups in AMEX has multiple people working on same issue and complicating further.

 

Finally, people should expect the possibility of additional HP when recon even if CS says it won't happen.  A lot of the stuff is happening in the background via automated process.  When you imply or directly say your credit file has changed, the analyst or whoever can easily ask for updated credit report which usually means another HP.

 

 

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Valued Contributor
Posts: 1,292
Registered: ‎08-19-2012
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Re: Want to pull out my hair, why does AMEX make it so difficult!

[ Edited ]

wHiTeSoL wrote:
"My main problem is you applied for another AMEX card after you barely got approved for the first one.... you hsould have used your Delta AMEX for 6 months or so before you app'd for the second one.

the only way it is beneficial to app for two on the same day is if the first is an instant approval and you're looking to get two cards with one HP."

In hindsight I should of waited, I misread some of the advice on this board, however I think it's insane all the hoops I have to jump through now for them not to give me an answer. A simple "no" would of saved me time, energy and stress. I would of left it alone had they not decided to use an old report instead of the current one they pulled just days before.

You live and you learn, the good thing is you are in with AMEX.  Use this card heavily and PIF, get your 61 day increase then you're 6 month increase and you could potentially be at 18k CL

 

At that point I would apply for another card, since you can only increase the CL on one account every 6 months it would suck to app and be approved for another card at 2k that would grow slowly.

 

Chase Sapphire Perferred | Chase Freedom | AMEX Platinum | AMEX Delta Platinum | AMEX SPG | Capital One Venture | Capital One Quicksliver | Discover IT | ABFCU Visa | Citi AA WEMC
Established Contributor
Posts: 527
Registered: ‎07-24-2012
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

I feel your pain, and i have been there.  I know how much I resented every HP that did not absolutely have to be there when my score was still in its early rebuilding stages and highly vulnerable to the slightest bit of new data.

 

Just bear in mind as things proceed that they would have been well within their rights to hard-pull all 3 agencies for both of your applications.

 

The fact that Amex reuses recent HPs by custom does not constitute an entitlement to them doing so. It is a courtesy they choose to extend.

 

Do your best when dealing with them to balance that frustration with the understanding that they haven't violated the terms of any contract they had with you. They were never obligated to use only X number of pulls. All they did is forget to give you a gift they usually give, most of the time.

 

And remember that whatever one person you are talking to at any given time is not the one who is "making it difficult".  The difficulty is largely in the fact that they are a big, complex company.  Probably some of their systems are not as connected to one another as you might think.  Probably some departments don't communicate well with one another because of how the company is organized. Et cetera. I work for a company that seems on the surface to be one brand but under the hood is a patchwork of several brands, so I know from experience how these things can happen.

 

Try imagining that the person you are talking to is one sane person in an insane system, is a nice person with a family and a friendly dog or cat. Because in truth, that's probably who they are.

 

Best wishes, and I hope it all gets sorted out to your satisfaction!

Starting: EQ 622 (myFICO 7/7/12), EX 696 (TU FAKO 8/14/12), TU 621 (CK TransRisk 7/24/12)
Current: EQ 687 (CCT 9/2/15), EX 708 (CCT 9/2/15) , TU 703 (CCT 9/2/15) Goal: 740+ x3
My Wallet: Amex BCP $30k, Chase CSP VS $12.2k, Amex Zync NPSL (> 10k), C1 Venture VS $6.5k, Amex SPG $4.5k, Chase Slate $3.5k, Barclaycard Apple V $2k, Chase Freedom V $1100, BoA Cash Rewards V $500
My Loans: Prosper $25k/36mo, Prosper $17k/36mo
My Business: Chase Ink VS $5k
Valued Contributor
Posts: 1,066
Registered: ‎07-09-2013
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

Thank you for everyone's responses, I am always calm and courtious to the representitives, I myself am in a customer front facing position with a huge company so I know how it feels to be blamed for all the company's sins. I only vent here, to get my frustrations out. So far I have only dealt with 2 different departments, American Expresss - New Accounts and American Express - Executive office. I am also well aware they have the right to HP all 3 of my CR once per instance, but I have 4 HPs from one application and 1 from another. What bothers me the most is the two managers who aren't holding themselves accountable. As a leader when you say you will call me and follow up on a certian day/ time frame, I expect you to, if you tell me jump through hoops and print and fax XYZ into you please remember to include it into the notes so the next person can follow up, otherwise it was just all a waste of my time.

   3/12 $3500     6/12 $1200      10/12 $1500   12/12 $3400    6/13 $12000      7/13 $5000      7/13 $2500       8/13 $2000    8/13 $6000

  | CSP (AU) $12,000 | Amex PRG (AU) | United $6,000 | OCCU $12,000 | Ink Bold | GM $3,200 | DCU $7500 | Luthansa $9000 | SPG $6,000 | Citi AA Executive $11,000 | Ink Plus $5,000                                                                         | EX 2/7 697 | EQ 10/27 721 | TU 12/15 719 |

Valued Contributor
Posts: 1,066
Registered: ‎07-09-2013
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

update 8/27 - I checked online and was approved, made the call and found my credit limit of 2k. I am supposed to get a follow up phone call tomorrow, so I will see if that really happens.

   3/12 $3500     6/12 $1200      10/12 $1500   12/12 $3400    6/13 $12000      7/13 $5000      7/13 $2500       8/13 $2000    8/13 $6000

  | CSP (AU) $12,000 | Amex PRG (AU) | United $6,000 | OCCU $12,000 | Ink Bold | GM $3,200 | DCU $7500 | Luthansa $9000 | SPG $6,000 | Citi AA Executive $11,000 | Ink Plus $5,000                                                                         | EX 2/7 697 | EQ 10/27 721 | TU 12/15 719 |

Moderator
Posts: 27,207
Registered: ‎09-13-2012
0

Re: Want to pull out my hair, why does AMEX make it so difficult!

In the end, it was worth the wait. Congratulations on your approval.
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