topic Re: Beware with Amex CSR in Credit Cards

Beware with Amex CSR

red259 — Fri, 16 Feb 2018 01:37:14 GMT

Back in May I called in to combine all my american express MRs into one account. One of my accounts that I combined with my blue business card. It went through fine. Skip ahead to today and I am looking at my point balance and I only have like 700 something points in my account. My blue card is supposed to give me 2pts per dollar spent. Now over this time period I have spent around 5k on my business card alone so I should have at least 10k points in my account. I called in to the CSR to ask them what was going on and they indicated that the prior CSR in May disenrolled my business card from the MR program when she consolidated the points even though I never requested that or agreed to that. Basically they turned off all the point earning on a card that I had spent around 5k on. In addition, I had spent a lot more on that card prior to that because the signup offer said I would get a bonus on my first year's worth of spend. So now she has to refer it to the back office for investigation. I'm annoyed to say the least and if Amex tries to screw me after being with them for years I may just close all my accounts with them.

Re: Beware with Amex CSR

Anonymous — Fri, 16 Feb 2018 02:14:01 GMT

Sorry that this happened. It may be difficult to resolve easily since it took you so long to notify them (not that it makes this excusable). Did you speak with a manager or CCP about this? This definitely is going to require the attention of the customer experience ambassador.

Re: Beware with Amex CSR

red259 — Fri, 16 Feb 2018 02:31:16 GMT

@Anonymouswrote:
Sorry that this happened. It may be difficult to resolve easily since it took you so long to notify them (not that it makes this excusable). Did you speak with a manager or CCP about this? This definitely is going to require the attention of the customer experience ambassador.

I dunno what CCP is. I called the number on the card and spoke with someone and then was transferred to the membership rewards department and she took a report and said they may need to pull my prior call with the CSR. I didn't even know it was possible to opt out of point earning on a specific card and not really sure why someone would voluntarily request such a thing.

Re: Beware with Amex CSR

Anonymous — Fri, 16 Feb 2018 02:45:53 GMT

Likely an option strictly for business purposes. I'd imagine some of them don't allow their employees to earn rewards on business expenses.

Please keep us updated on what you hear back though. I hope they take care of you. I'd likely cut ties with them if they didn't take care you, if I was in your shoes as well. At least for a little while. Sometimes, you just need to make a point. I bet they'll take care of you though. AX knows what they're doing. Sounds like a genuine mistake, and a genuine effort to fix it. So far, anyway...

Re: Beware with Amex CSR

Anonymous — Fri, 16 Feb 2018 03:05:35 GMT

Like the others said, they should take care of you. Stay on top of them. You shouldn’t have to, but I would. They will make it right.

Re: Beware with Amex CSR

DeeBee78 — Fri, 16 Feb 2018 19:53:53 GMT

@red259wrote:
Back in May I called in to combine all my american express MRs into one account. One of my accounts that I combined with my blue business card. It went through fine. Skip ahead to today and I am looking at my point balance and I only have like 700 something points in my account. My blue card is supposed to give me 2pts per dollar spent. Now over this time period I have spent around 5k on my business card alone so I should have at least 10k points in my account. I called in to the CSR to ask them what was going on and they indicated that the prior CSR in May disenrolled my business card from the MR program when she consolidated the points even though I never requested that or agreed to that. Basically they turned off all the point earning on a card that I had spent around 5k on. In addition, I had spent a lot more on that card prior to that because the signup offer said I would get a bonus on my first year's worth of spend. So now she has to refer it to the back office for investigation. I'm annoyed to say the least and if Amex tries to screw me after being with them for years I may just close all my accounts with them.

Just curiious, how did you end up with multiple MR accounts? All my MR-earning cards are under one account, as far as I can tell. I thought it was one MR account number per person?

Re: Beware with Amex CSR

simplynoir — Fri, 16 Feb 2018 20:39:30 GMT

@DeeBee78wrote:
@red259wrote:
Back in May I called in to combine all my american express MRs into one account. One of my accounts that I combined with my blue business card. It went through fine. Skip ahead to today and I am looking at my point balance and I only have like 700 something points in my account. My blue card is supposed to give me 2pts per dollar spent. Now over this time period I have spent around 5k on my business card alone so I should have at least 10k points in my account. I called in to the CSR to ask them what was going on and they indicated that the prior CSR in May disenrolled my business card from the MR program when she consolidated the points even though I never requested that or agreed to that. Basically they turned off all the point earning on a card that I had spent around 5k on. In addition, I had spent a lot more on that card prior to that because the signup offer said I would get a bonus on my first year's worth of spend. So now she has to refer it to the back office for investigation. I'm annoyed to say the least and if Amex tries to screw me after being with them for years I may just close all my accounts with them.
Just curiious, how did you end up with multiple MR accounts? All my MR-earning cards are under one account, as far as I can tell. I thought it was one MR account number per person?

Normally it is but there have been a few times where when applying for a new MR earning card that a new MR account was created even if you already have one. But I've only heard of Corporate cards mainly being the culprit of this type of situation though that's not to say it has happened other times however rarely it occurs.

Re: Beware with Amex CSR

red259 — Fri, 16 Feb 2018 22:00:35 GMT

@DeeBee78wrote:
@red259wrote:
Back in May I called in to combine all my american express MRs into one account. One of my accounts that I combined with my blue business card. It went through fine. Skip ahead to today and I am looking at my point balance and I only have like 700 something points in my account. My blue card is supposed to give me 2pts per dollar spent. Now over this time period I have spent around 5k on my business card alone so I should have at least 10k points in my account. I called in to the CSR to ask them what was going on and they indicated that the prior CSR in May disenrolled my business card from the MR program when she consolidated the points even though I never requested that or agreed to that. Basically they turned off all the point earning on a card that I had spent around 5k on. In addition, I had spent a lot more on that card prior to that because the signup offer said I would get a bonus on my first year's worth of spend. So now she has to refer it to the back office for investigation. I'm annoyed to say the least and if Amex tries to screw me after being with them for years I may just close all my accounts with them.
Just curiious, how did you end up with multiple MR accounts? All my MR-earning cards are under one account, as far as I can tell. I thought it was one MR account number per person?

Likely it had something to do with some cards being business and others being personal. They are all linked to my amex profile though. ::shrugs::

Re: Beware with Amex CSR

red259 — Fri, 23 Mar 2018 00:13:26 GMT

Just an update to this thread. It has been well over a month and Amex never called me back even though they had told me they be calling me in like a week or two or something. I called into Amex a third time today and was told its still under investigation and to give it a few more weeks Initially the rep told me to wait another 6 weeks. This is all rather absurd and I have found the way Amex handled this to be rather pathetic.

Re: Beware with Amex CSR

Anonymous — Fri, 23 Mar 2018 03:45:55 GMT

Nothing to worry about, they’re good at resolving these type of issues if all checks out.

Re: Beware with Amex CSR

red259 — Sat, 24 Mar 2018 23:06:21 GMT

@Anonymouswrote:
Nothing to worry about, they’re good at resolving these type of issues if all checks out.

We will see. I have upcoming travel planned where I really needed these points and it doesn't look like they are going to decide anything in time for my redemptions. I would think a month and a half should be more than enough time for them to investigate.

Re: Beware with Amex CSR

Anonymous — Sat, 24 Mar 2018 23:34:10 GMT

@red259wrote:
@Anonymouswrote:
Nothing to worry about, they’re good at resolving these type of issues if all checks out.
We will see. I have upcoming travel planned where I really needed these points and it doesn't look like they are going to decide anything in time for my redemptions. I would think a month and a half should be more than enough time for them to investigate.

Yes, eventual resolution is better than no resolution, but customers want things sorted out in a reasonable time.

Re: Beware with Amex CSR

ToughFistFight — Mon, 30 Apr 2018 02:52:30 GMT

Any update??? Im nervous about combining my MR.

Re: Beware with Amex CSR

NRB525 — Mon, 30 Apr 2018 05:53:50 GMT

How many MR accounts are you trying to combine, and how did they get to be separate ?

Re: Beware with Amex CSR

red259 — Sat, 02 Jun 2018 19:21:00 GMT

Just updating this thread. its been 3 1/2 months with multiple calls to amex. I called in to amex today and the guy wouldn't even take the case number and simply said that it was setup as a complaint in the system not an inquiry so nobody was ever going to investigate or call me back. This is the exact opposite of what I had been told during all my prior calls that it was an investigation, that they were looking in to the account and they were going to call me. The guy now claims he setup and inquiry and someone will call me in 5-7 business days. He said there is no confirmation or case number he can give me. I have no faith that this will ever be resolved appropriately at this point. The customer service has been absolutely terrible.

Re: Beware with Amex CSR

Anonymous — Sat, 02 Jun 2018 19:33:01 GMT

Why are you even calling anyone at this stage? You should be putting all your interaction with Amex in writing by this time.

I"ve totalled about 90K in MR points this year and they've tried to screw me out of 5K MR for adding my daughter as an AU by saying she completed the spending too late. I spoke with them through secure chat and have the chat reference number just in case I need to escalate futher. They promised to resolve my issue by 6/4 and you can bet that I'll start writing letters if I don't hear from them by that date.

Re: Beware with Amex CSR

red259 — Sat, 02 Jun 2018 19:51:21 GMT

@Anonymous wrote:
Why are you even calling anyone at this stage? You should be putting all your interaction with Amex in writing by this time.

I"ve totalled about 90K in MR points this year and they've tried to screw me out of 5K MR for adding my daughter as an AU by saying she completed the spending too late. I spoke with them through secure chat and have the chat reference number just in case I need to escalate futher. They promised to resolve my issue by 6/4 and you can bet that I'll start writing letters if I don't hear from them by that date.

Because with every prior phone call they confirmed they could see it was in the system and the investigation was still ongoing. Only today was I told that apparently none of that was ever true.

Re: Beware with Amex CSR

NRB525 — Sun, 03 Jun 2018 12:55:50 GMT

Red, how many MR accounts are you trying to combine?
Obviously at least two, personal and business. More than two?

The points transfer to the same list of airlines, correct? Is there something special about having them all in one account?

The only issue I could see is if you have a less-than-1000 remainder in an MR account, not enough to transfer a full 1,000, but that can be solved with regular spend on the cards.

Re: Beware with Amex CSR

Anonymous — Sun, 03 Jun 2018 15:54:02 GMT

I don't know if this will make a difference for you, but I've read other threads about people having difficulty in receiving SUBs who had contacted AMEX customer service and had ongoing investigations, reference numbers, etc. They've ended up tweeeting AMEX customer service with the issue and had it resolved very quickly. I suppose it makes sense since they don't want it going "public" that they're having these types of problems. I don't know if you tweet or not, but it could be worth creating an account for this purpose. Good luck, I hope it works out for you!

Re: Beware with Amex CSR

QuakerOatmeal — Sun, 03 Jun 2018 15:59:08 GMT

+1 for Twitter. Tweet them publically.

The team on Twitter can literally MOVE MOUNTAINS for you, for whatever reason it seems like they have more leeway when it comes to accomodating requests.