topic Re: Amex has really gone downhill in Credit Cards

Amex has really gone downhill

red259 — Tue, 01 Sep 2015 14:50:32 GMT

I recently obtained the plat card via phone app. Even though I was a current member and they used my membership information to complete the app they managed to misspell the name on my card. Really simple name to spell and was just someone not paying attention to what they are doing. I call in and got through prompt after promot of an automated voice and then get a message they are really busy today, so I have to wait or can callback 24 hours later. Funny with the citi prestige I remember getting a person on the phoine much faster. Finally get someone on the phone who keeps cutting me off mid-sentence and then tells me that I can use this card, but they can not issue a new card for ten days because card is brand new. Not only do I have to wait ten days, but they require that I call back in ten days and request the new card! By comparison the citi prestige people when I had a concern about the PP pass stated they would monitor my account over the next two weeks and if my membership got cancelled somehow they would make sure to call over and get a new card expedited out immediately in time for my vacation (without me having to call back). Finally, the card is pretty flimsy and while its not the most important thing I do note that the box and book I received when I got my PRG like a year and a half ago came in a package which was ten times nicer. For a $450 AF I expected better service and I really felt that citi once again outdid amex.

Re: Amex has really gone downhill

kdm31091 — Tue, 01 Sep 2015 14:52:10 GMT

Did you get expedited shipping? Sometimes if you do that the "presentation" is going to be lesser because of the rush shipping. Not a big deal and doesn't impact the use of the card.

Now, the mispelled name is annoying, but mistakes happen with every lender so, meh. I think Citi and Amex are about equivalent -- anytime I call the numbers on the cards, I get someone who speaks garbled English. No real difference lol

Re: Amex has really gone downhill

Anonymous — Tue, 01 Sep 2015 14:53:31 GMT

@red259 wrote:
For a $450 AF I expected better service and I really felt that citi once again outdid amex.

But you got a "mistake" 100K MR, so can't really complain that much!

Re: Amex has really gone downhill

B335is — Tue, 01 Sep 2015 14:54:55 GMT

I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 14:56:23 GMT

@kdm31091 wrote:
Did you get expedited shipping? Sometimes if you do that the "presentation" is going to be lesser because of the rush shipping. Not a big deal and doesn't impact the use of the card.

Now, the mispelled name is annoying, but mistakes happen with every lender so, meh. I think Citi and Amex are about equivalent -- anytime I call the numbers on the cards, I get someone who speaks garbled English. No real difference lol

They expedited it, but I didn't request any special shippping. I disagree with the whole idea of "mistakes happen". This was a simple thing and for $450 its really unacceptable, especially when they have the account right there with the correct spelling in front of them, because I was already a member. Its the fact that I have to wait 10 days and call back which gets me.

Re: Amex has really gone downhill

kdm31091 — Tue, 01 Sep 2015 14:57:35 GMT

I understand being annoyed, but your hands are kind of tied. Just have to wait the 10 days. For $450 AF they should do better, but you can take your business elsewhere, too

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 14:57:53 GMT

@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.

Yea that is a huge eye opener and really good to know for future travel.

Re: Amex has really gone downhill

kdm31091 — Tue, 01 Sep 2015 14:59:26 GMT

@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.

Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 15:03:20 GMT

@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.

Except its requring me to go through extra time to fix this.

Re: Amex has really gone downhill

kdm31091 — Tue, 01 Sep 2015 15:05:20 GMT

@red259 wrote:
@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.
Except its requring me to go through extra time to fix this.

I feel your pain. It's annoying for sure. I've had little such annoyances with issuers. Capital One messed up my Image Card twice on my QS and kept sending it as Visa Plat even though my acct is Visa Signature. I gave up and just went back to the default version which correctly says Visa Sig. While it didn't matter, and I could use the cards fine, yes, it was annoying.

But there's not much we can do...lenders, at the end of the day, are humans. They mess stuff up sometimes. Now, I don't suggest giving up as obviously you want your name spelled right, but the "10 days before we can send a card" rule just is what it is. At least you can still use your original card.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 15:10:12 GMT

@kdm31091 wrote:
@red259 wrote:
@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.
Except its requring me to go through extra time to fix this.
I feel your pain. It's annoying for sure. I've had little such annoyances with issuers. Capital One messed up my Image Card twice on my QS and kept sending it as Visa Plat even though my acct is Visa Signature. I gave up and just went back to the default version which correctly says Visa Sig. While it didn't matter, and I could use the cards fine, yes, it was annoying.

But there's not much we can do...lenders, at the end of the day, are humans. They mess stuff up sometimes. Now, I don't suggest giving up as obviously you want your name spelled right, but the "10 days before we can send a card" rule just is what it is. At least you can still use your original card.

Yes, I understand mistakes happen. My point to the post is that the customer service here is lacking, especially compared to what I have receieved with other lenders. Honestly, I wouldn't have posted but for the fact that they told me that I have to wait and call back in ten days. If they just said we will handle it automatically, the way citi did for me, it would be a non-issue but I found this to be kinda a weak response and I really didn't appreciate how curt they were and talking over me.

Re: Amex has really gone downhill

Anonymous — Tue, 01 Sep 2015 15:10:32 GMT

@red259 wrote:
@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.
Except its requring me to go through extra time to fix this.

That's actually "requiring". See, making simple spelling mistakes can happen. People are human.

Re: Amex has really gone downhill

TitaniumCash — Tue, 01 Sep 2015 15:15:34 GMT

I guess you won't be keeping the platinum after the first year. :/ I think maybe it's just the timing and with all the influx of calls for people applying for the Platinum and probably have other questions and concerns regarding their new accounts, they are busy like crazy. They generally have good customer service.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 15:21:50 GMT

@Anonymous wrote:
@red259 wrote:
@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curtAmexCSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home."Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed withAmex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.
Except its requring me to go through extra time to fix this.
That's actually "requiring". See, making simple spelling mistakes can happen. People are human.

I'm typing on a phone and I'm not looking at a screen with the information on it. Also, I am not filling out a person's name setting up a credit card account. In addition, as mentioned above my primary problem is the way they handled it after I brought the mistake to their attention.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 15:18:19 GMT

@TitaniumCash wrote:
I guess you won't be keeping the platinum after the first year. :/ I think maybe it's just the timing and with all the influx of calls for people applying for the Platinum and probably have other questions and concerns regarding their new accounts, they are busy like crazy. They generally have good customer service.

That probably explains the packaging that the card came in. I don't really care about the package, but just thought it was odd that it was soo much lower quality than the PRG material.

Re: Amex has really gone downhill

Littlewing745 — Tue, 01 Sep 2015 15:23:07 GMT

@red259 wrote:
@kdm31091 wrote:
@red259 wrote:
@kdm31091 wrote:
@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.
Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.
Except its requring me to go through extra time to fix this.
I feel your pain. It's annoying for sure. I've had little such annoyances with issuers. Capital One messed up my Image Card twice on my QS and kept sending it as Visa Plat even though my acct is Visa Signature. I gave up and just went back to the default version which correctly says Visa Sig. While it didn't matter, and I could use the cards fine, yes, it was annoying.

But there's not much we can do...lenders, at the end of the day, are humans. They mess stuff up sometimes. Now, I don't suggest giving up as obviously you want your name spelled right, but the "10 days before we can send a card" rule just is what it is. At least you can still use your original card.
Yes, I understand mistakes happen. My point to the post is that the customer service here is lacking, especially compared to what I have receieved with other lenders. Honestly, I wouldn't have posted but for the fact that they told me that I have to wait and call back in ten days. If they just said we will handle it automatically, the way citi did for me, it would be a non-issue but I found this to be kinda a weak response and I really didn't appreciate how curt they were and talking over me.

I'll preface this comment by saying that, if you're unhappy, you can - and should - take your business elsewhere. That said...

Your name was misspelled. That's a pretty weird mistake when they should have pulled existing info, but honestly...you spent more time writing a post - and responding to others - than you probably will to get that fixed. It's annoying for sure, and I get that, but this is quite literally something that can - and has - happened with pretty much every company under the sun. Hardly worth losing sleep over. Moreover, I would argue the very opposite of your claim: yes, they messed up the name - but geez, they're also following fraud protocol to ensure the integrity of your account. Is *that* also bad service, or just ignored because you're frustrated?

Another poster also mentioned the issue with the Greece travel problem. Look...that's an emergency for sure, but consider that you're in Greece! It takes all of three seconds to know why it played out that way: Citibank is an actual bank. It has a physical presence in Greece. Amex doesn't. Is it shocking Citi could provide a wire transfer, then? NO, of course not.

I understand that people get frustrated, but come on, folks. These are minor issues, and easily explainable. Doesn't seem to reflect a "downhill" trajectory of Amex's customer service in the least. Perhaps more that we're - collectively - starting to feel a little bit entitled...

Re: Amex has really gone downhill

redpat — Tue, 01 Sep 2015 15:25:14 GMT

@kdm31091 wrote:
Did you get expedited shipping? Sometimes if you do that the "presentation" is going to be lesser because of the rush shipping. Not a big deal and doesn't impact the use of the card.

Now, the mispelled name is annoying, but mistakes happen with every lender so, meh. I think Citi and Amex are about equivalent -- anytime I call the numbers on the cards, I get someone who speaks garbled English. No real difference lol

Isn't great when you call Discover, ahh English I can understand......

Re: Amex has really gone downhill

kdm31091 — Tue, 01 Sep 2015 15:30:41 GMT

I agree sometimes the entitlement around here gets to be a bit much. A (minor) mistake was made. Card can still be used. OP got a great bonus offer. Life goes on. Comparing this to an emergency such as a lost wallet is ridiculous, IMO.

Re: Amex has really gone downhill

yfan — Tue, 01 Sep 2015 15:34:10 GMT

@red259 wrote:
They expedited it, but I didn't request any special shippping. I disagree with the whole idea of "mistakes happen". This was a simple thing and for $450 its really unacceptable, especially when they have the account right there with the correct spelling in front of them, because I was already a member. Its the fact that I have to wait 10 days and call back which gets me.

Well, when I had the Marriott card, I also already had an existing Chase card. But Chase decided to add a middle initial to my name for my Marriott card, and I don't have a middle name! So, it isn't that uncommon.

Re: Amex has really gone downhill

red259 — Tue, 01 Sep 2015 15:39:31 GMT

@yfan wrote:
@red259 wrote:
They expedited it, but I didn't request any special shippping. I disagree with the whole idea of "mistakes happen". This was a simple thing and for $450 its really unacceptable, especially when they have the account right there with the correct spelling in front of them, because I was already a member. Its the fact that I have to wait 10 days and call back which gets me.
Well, when I had the Marriott card, I also already had an existing Chase card. But Chase decided to add a middle initial to my name for my Marriott card, and I don't have a middle name! So, it isn't that uncommon.

I should clarify my statement because I see how that quote can be misunderstood and I should have phrased it better. I was referring to not agreeing with the general argument of people just saying "mistakes happen" in response to things like when they say its something is not worthy of being mentioned given the context of everything else that happened when I called in. As I stated elsewhere in the thread I understand mistakes do happen, but my problem is with the way this was handled by customer service. Yfan this isn't a direct response to you, but just because I saw the language I wrote in the post you quoted and wanted to clarify what I was trying to convey.