They may not be from the United States all of the time, but they are always nice and efficient with what they do. You didn't indicate that you had difficulty, so why does it matter what country the person is in/from?
I am also a bit frustrated about their customer service..why? When I applied I did not go through the link of cardmatch so I got the lower sign up bonus and the higher APR. My own fault and I accept. Since my 0 APR will end shortly and I still get the 12,99% APR offers through cardmatch I called to see if it can be matched. Now it comes..Amex wants me to re-apply for the same card and then cancel the present BCP...really? I thought I did not hear right but it is serious as I called a 2nd time and had been told the exact same! ..no way I am going to apply for a card that I already have but for sure Amex will never get a dime in interest from me. It will be a PIF card! If I ever want to carry a balance for a couple of months then not on Amex as on of the highest APR cards !.....I am not sure where my call got answered but it looks the csr were on a script both times.
Chase will match, but only if it's within ninety days of approval. No issuer will let you wait almost one year to then ask if you can be matched to another offer. American Express won't match even if it's one day after you were approved. So they aren't alone in not matching offers like you described.