topic Re: Amex Executive Customer Care experiences? in Credit Cards

Amex Executive Customer Care experiences?

Anonymous — Wed, 07 Dec 2016 20:31:58 GMT

Anyone have any experiences to share, positive or negative with Amex Executive Customer Care?

As I've mentioned in another thread a month or so back, my Amex account since opening it in June has never reported to Experian nor has my EX credit score on their site ever updated. While I don't care about the score as I get it other places, this tells me that Amex has not given me a SP since opening the account so they have do not have my latest (better) profile data and score. With a CLI attempt upcoming in February, naturally I want this fixed.

Through contacting Customer Service probably a dozen times now I've been given the number to their Credit Bureau division as well as their Digital division and neither has ever been able to help me. They all tell me bogus things like "Oh it takes 6 months for your FICO score to update" when plenty of you have gotten it by your second or third cycle. Every one of the departments I speak to has people that are difficult to understand on the phone and don't seem to know anything. Finally I got an email the other day from the Executive Customer Care department basically because I've complained so many times. Upon calling back the name/number from my email, I got the voicemail of the person that emailed me and to my surprise he spoke perfect english. I left him a message but did not hear back yet but am hopeful that he can address my issue that's been ongoing for 3 months now.

Anyway has anyone ever dealt with this division of Amex and what were your experiences?

Re: Amex Executive Customer Care experiences?

Anonymous — Fri, 09 Dec 2016 19:02:03 GMT

So far my experience hasn't been great. Any time I call (twice now) I get the reps voicemail because he's on the line with someone else... which is fine, but my call doesn't get returned until the following day. It just so happens the rep calls back the next day when I'm at work and can't answer. So, for now, the phone tag game continues.

No feedback from anyone else that's dealt with Amex Executive Customer Care?

Re: Amex Executive Customer Care experiences?

Anonymous — Fri, 09 Dec 2016 20:40:34 GMT

The Executive Care Team is in Fort Lauderdale. One should hope they speak perfect English! Your patience is appreciated. It's only a small team of 10 working cases for US Card Members so be assured your messages are being returned as urgently as possible.

Re: Amex Executive Customer Care experiences?

Anonymous — Sat, 10 Dec 2016 09:00:50 GMT

@Anonymous wrote:
The Executive Care Team is in Fort Lauderdale. One should hope they speak perfect English! Your patience is appreciated. It's only a small team of 10 working cases for US Card Members so be assured your messages are being returned as urgently as possible.

Thanks for the reply. I assumed it was US based, which is nice considering all of the other numbers I have ever called for Amex have connected me to non-US locations without question.

What do you mean by a small team of 10 working cases and if you don't mind me asking how do get this information?

Re: Amex Executive Customer Care experiences?

UncleB — Sat, 10 Dec 2016 09:39:41 GMT

@Anonymous wrote:
@Anonymous wrote:
The Executive Care Team is in Fort Lauderdale. One should hope they speak perfect English! Your patience is appreciated. It's only a small team of 10 working cases for US Card Members so be assured your messages are being returned as urgently as possible.
Thanks for the reply. I assumed it was US based, which is nice considering all of the other numbers I have ever called for Amex have connected me to non-US locations without question.

What do you mean by a small team of 10 working cases and if you don't mind me asking how do get this information?

I think Pooka means the team only consists of 10 people working the cases for all US-based card members.

Pooka is an Amex employee (it might not be visible on mobile).

Re: Amex Executive Customer Care experiences?

Anonymous — Sat, 10 Dec 2016 14:09:21 GMT

Gotcha, thank you for the info UncleB!

Re: Amex Executive Customer Care experiences?

NRB525 — Sat, 10 Dec 2016 15:08:48 GMT

Good luck on your quest to get AMEX to start reporting.

I suspect it will be difficult to determine whether the card starts reporting due simply to the 6-months passage of time from the card opening (AMEX honestly moves very slowly in this regard) or if your phone call efforts really are what did the trick. In any event, it keeps you off the app pages

What is your anticipated CLI request? From what CL to what CL?

Re: Amex Executive Customer Care experiences?

UncleB — Sat, 10 Dec 2016 15:46:48 GMT

@NRB525 wrote:
Good luck on your quest to get AMEX to start reporting.

I suspect it will be difficult to determine whether the card starts reporting due simply to the 6-months passage of time from the card opening (AMEX honestly moves very slowly in this regard) or if your phone call efforts really are what did the trick. In any event, it keeps you off the app pages

I just thought of something... I may have a data point to add. Back in May my last two baddies dropped off, and I was waiting for Amex to do another SP of my EX before I asked for a CLI. I got impatient (it was over two months behind) and I tried anyway. My CLI was denied for a non-credit bureau reason, but that same day out of frustration I apped for the PRG and Delta Gold (and was approved for each).

Somewhat non-miraculously, my FICO credit score updated that same day.

TL;DR, applying for a new card forced my online FICO to update. (I already had a score displayed, though, just an old one).

I'm not sure if the score they display is the same one they use internally (I've always assumed it was), but if you happen to be looking for another Amex anyway this might be a thought.

Re: Amex Executive Customer Care experiences?

Anonymous — Sat, 10 Dec 2016 16:47:04 GMT

@NRB525 wrote:
Good luck on your quest to get AMEX to start reporting.

I suspect it will be difficult to determine whether the card starts reporting due simply to the 6-months passage of time from the card opening (AMEX honestly moves very slowly in this regard) or if your phone call efforts really are what did the trick. In any event, it keeps you off the app pages

What is your anticipated CLI request? From what CL to what CL?

What I find odd is that it's been reporting fine to TU and EQ after the second cycle, but 3 cycles later now it still isn't reporting to EX nor has my EX score ever updated on their site since I opened the account (June). There's definitely a disconnect between Amex and EX for some reason with my profile, which is what I'm trying to resolve in one way or another.

My current CL with Amex is $30k. I'm going to request $40k and likely get the POI statement... then I'll continue to back it down until I get an instant approval. I'm anticipating the $34.5k cutoff point, although some have reported being able to clear that threshold without POI so we'll see.

Re: Amex Executive Customer Care experiences?

Anonymous — Sat, 10 Dec 2016 16:50:40 GMT

@UncleB wrote:
@NRB525 wrote:
Good luck on your quest to get AMEX to start reporting.

I suspect it will be difficult to determine whether the card starts reporting due simply to the 6-months passage of time from the card opening (AMEX honestly moves very slowly in this regard) or if your phone call efforts really are what did the trick. In any event, it keeps you off the app pages

+1

I just thought of something... I may have a data point to add. Back in May my last two baddies dropped off, and I was waiting for Amex to do another SP of my EX before I asked for a CLI. I got impatient (it was over two months behind) and I tried anyway. My CLI was denied for a non-credit bureau reason, but that same day out of frustration I apped for the PRG and Delta Gold (and was approved for each).

Somewhat non-miraculously, my FICO credit score updated that same day.

TL;DR, applying for a new card forced my online FICO to update. (I already had a score displayed, though, just an old one).

I'm not sure if the score they display is the same one they use internally (I've always assumed it was), but if you happen to be looking for another Amex anyway this might be a thought.

Good point UncleB. Unfortunately I'm not in the market for another Amex account at the time. I do believe that they used their latest SP (your provided score) for their decisions for your account. This is the main reason I want this fixed as they are going off of my June score/profile data which has improved a respectible amount (about 20 points) since then, and I plan on having a baddie removed within the next 30 days which will add another 25-30 points across all 3B; I'd very much like my issue to be resolved by then so that Amex has my most current information on file. My next CLI request will be in February, so I definitely want this ironed out this month so that my January SP will give my account the newest (best) data on file for their CLI consideration in Feb.