topic Re: Mixed Message - AMEX Customer Service in Credit Cards

Mixed Message - AMEX Customer Service

thom02099 — Fri, 09 Dec 2011 19:46:26 GMT

Had a situation from yesterday with American Express that was rather perplexing.

Made an on-line purchase of Green Bay Packers stock, using my AMEX Zync card (GO PACK GO!) as a gift for my son. When I logged in to my Zync statement on-line a day or two later to see if the purchase had posted and to make a payment, there was an urgent message to call a security number or the number on the back of the card.

Well I called...or shall I say, tried to call. First call, was on hold for 35 minutes, finally hung up and tried again. 2nd call to same number...on hold for 15 minutes. Hung up and tried the number on the back of the card (different number)...on hold for 25 minutes. Hung up, called the customer service number at the website, was on hold for 20 minutes before finally...FINALLY getting through to a CSR.

I first told the CSR that I had gotten the urgent message and wanted to know what the issue was. He asked if I was in Green Bay, I told him that I was not but had made a purchase of GB stock on-line. He then stated that he saw that, a purchase, but had the quantity of the purchase wrong. I corrected him, he then stated that he had mis-read the purchase.

The AMEX CSR was also obviously off-shore Mod Cut After the above exchange I also advised him that I was very dissatisfied with the length of time it took to actually REACH a CSR, documenting the times with him. He was extremely apologetic to the point of being embarrassing.

While I can appreciate AMEX's diliegence in preventing fraud, this transaction completely caught me off guard. I had not used my Zync card recently and of course had no balance on it, so was a bit surprised that a single, simple transaction would generate this sort of reaction. Also, having called AMEX customer service in the past, I was completely taken aback that it took so long to actually get a real person. When I called in, all I got was music...no updates, no canned apologies for the delay...just music.

I've decided that I'm going to sent AMEX an email documenting this, because it was certainly beyond the norm of what I've come to expect from AMEX.

Anyone else had similar issues with AMEX?

Re: Mixed Message - AMEX Customer Service

Anonymous — Fri, 09 Dec 2011 17:23:40 GMT

That's really strange...I recently had Amex freeze my card when trying to buy gas in my home town (I normally buy gas about once a month, but I had purchased it a few times in the past two weeks in different cities -- I was traveling, so I think my previous purchase of gas triggered a freeze). The card was declined, but I immediately got an email to call in. When I called in, it was all handled immediately by an automated system asking if I attempted the charge. It took less than 5 minutes and my card was back and I was able to make my gas purchase.

My guess is that if you had tried to charge anything after the GB stock, you would have had a freeze put on your card. I'm just surprised that they didn't give you the automatic prompts to clear up the situation. Good call on the email...I bet they will issue a statement credit for your troubles!

Re: Mixed Message - AMEX Customer Service

castlefox — Fri, 09 Dec 2011 17:29:36 GMT

Well that really sucks that you had a bad experiance with AmEx customer service, expecially since I just got approved for their blue cash everyday card.

.... Maybe AmEx is just a jaded Bears fan like me and didnt want you to buy Green Bay stock

Re: Mixed Message - AMEX Customer Service

birjest — Fri, 09 Dec 2011 17:32:44 GMT

Great info, I called a few week ago informing them I am going on travel from oversears to the states, but it seem that I would have to remind them of my travel. Still, I see no reasons why i need to call them...

Re: Mixed Message - AMEX Customer Service

thom02099 — Sat, 10 Dec 2011 02:16:32 GMT

.... Maybe AmEx is just a jaded Bears fan like me and didnt want you to buy Green Bay stock

LOL, probably worse.... mod edit

Save it for sports forums, please. --hauling

Re: Mixed Message - AMEX Customer Service

Anonymous — Fri, 09 Dec 2011 18:19:18 GMT

@birjest wrote:
Great info, I called a few week ago informing them I am going on travel from oversears to the states, but it seem that I would have to remind them of my travel. Still, I see no reasons why i need to call them...

They actually specifically say you DON'T need to alert them of travel.

Re: Mixed Message - AMEX Customer Service

thom02099 — Fri, 09 Dec 2011 18:33:19 GMT

Fired off an Email to AMEX, got an automated response that I should get a real response within 10 hours.

Re: Mixed Message - AMEX Customer Service

clocktick — Fri, 09 Dec 2011 19:47:44 GMT

@thom02099 wrote:

After the above exchange I also advised him that I was very dissatisfied with the length of time it took to actually REACH a CSR, documenting the times with him. He was extremely apologetic to the point of being embarrassing.

Anyone else had similar issues with AMEX?

To answer your question, yes, I have had issues with Amex CSRs. When I was activating my Blue card last year the rep was telling me to do something online that I already tried and he wasn't understanding me at all (no language barrier, just wasn't "getting it"). I ended up calling back and getting a rep who "got it." Recently, I had a rep tell me something about my accounts that is absolutely not true. We were talking about moving CLs from one card to another, which is actually an option on the Amex site as well. She was telling me it couldn't be done and that I should open another BCP, with another $75 fee, because I cannot combine limits. Huh? Anyway, I haven't had the "excellent" Amex customer service I've read of, then again, maybe those reps are geared more toward Platinum/Gold/charge card users.

I am sorry you had to wait so long to get some help as those wait times seem ridiculous. A letter was a good idea. I am not sure what you thought venting to the CSR, who did finally take your call, would do.

Re: Mixed Message - AMEX Customer Service

Creditaddict — Fri, 09 Dec 2011 23:09:36 GMT

1. I believe all Amex CSR are in Arizona, they don't use offshore call centers last I knew.

2. Sometimes you get reps that just don't know the product or fees, credit reports, etc. I am never afraid to ask for a supervisor based on the fact that I want the correct information.

3. I don't think I have ever held for Amex for more than 10 mintues, I know it's the holidays but, it's not like it's the first they have delt witih! Hope that doesn't continue long.

Re: Mixed Message - AMEX Customer Service

thom02099 — Fri, 09 Dec 2011 23:23:37 GMT

. I am not sure what you thought venting to the CSR, who did finally take your call, would do.

Was hoping to get a simple explanation as to a potential problem. If there had been phone problems, computer problems, routing problems, some sort of technical issue, that I could understand and sympathize with. That was not apparently the case, no explanation, just lots of apologies.

Re: Mixed Message - AMEX Customer Service

Walt_K — Sat, 10 Dec 2011 00:12:31 GMT

I wonder if they were having problems with their systems or just a strange very high spike in call volume. Or maybe I'm just lucky. I don't think I've ever waited longer than 30 seconds for someone to pick up the phone. Once I've gotten through their menu system that is. I find it annoying that it wants to tell me all my account info like balance, last payment, etc. before I can ask to speak to a rep. But once I ask for a rep, they've always picked up near immediately.

Re: Mixed Message - AMEX Customer Service

Anonymous — Sat, 10 Dec 2011 00:45:40 GMT

@Creditaddict wrote:
1. I believe all Amex CSR are in Arizona, they don't use offshore call centers last I knew.
2. Sometimes you get reps that just don't know the product or fees, credit reports, etc. I am never afraid to ask for a supervisor based on the fact that I want the correct information.
3. I don't think I have ever held for Amex for more than 10 mintues, I know it's the holidays but, it's not like it's the first they have delt witih! Hope that doesn't continue long.

I called AmEx in regards to one of my cards, don't remember which one, but anyway, the CSR I spoke to was in the Philippines, we spoke extensively, because my Ex girlfriend was from the same exact place (Quezon City) in the Philippines where he was at the time of the call.

He was a very nice CSR and spoke very good English, but like I said, he def was in the Philippines, because I also asked him how the weather was, we talked about the 12 hour time difference between here and there and all other kinds of stuff, it was actually a very pleasant phone call.

@ the OP, sorry to hear about your bad experience with AmEx and the delays you had to endure, I have never had this problem personally, and I've spoken to AmEx CSR's many, many times.

Hopefully they will make it right for you somehow.

Re: Mixed Message - AMEX Customer Service

RyVision — Sat, 10 Dec 2011 02:06:34 GMT

I have to admit myself, not long ago I got a bit ticked that I couldn't understand a AMEX CSR. And it wasn't just about the "off shore" language issue. It was about the VOLUME of the sound I was getting. That, combined with a different dialect made it very hard to make out what they were saying, even asking them to adjust their mic as I was having a bit of trouble making out what they were saying didn't really help (if at all).

When I called in about my application for BCE I got a very loud and clear (volume A+!!) "corn fed Midwesterner" (as I've heard others say lol) and the went through my application, no go, but I got my EX later and really wasn't upset about it. Then I realized the EX they referenced was from a month prior, so I called (not the number I was told to call after a technical issue online), a regular number to AMEX and of course, entering my ZYNC info I then got a person, an off shore with mic volume issue and I couldn't hear over half of what she was saying. I was polite and even not really hearing what she said replied very politely "ah ok, thank you very much, have a wonderful day too".... What I could make out her saying was that the date of the EX score on my info was a typo or misprint. I do not EXPECT a typo or misprint from AMEX. Especially when they're referencing my credit info or anything pertaining to it.

A few days after that I'm happy to report Discover was nice enough to give me "MORE" And with volume (and adjustable mics that worked).

AMEX is not the AMEX I remember from 20+ years ago, they're still AMEX of now, they've just changed a bit. I'm pretty sure they can afford better quality headsets too, for ALL their CSR's. I do agree with another poster, whenever I call in and the system knows it's about my ZYNC and being I don't have a higher status card with them, bang, transfered to an iffy headset mic.

Re: Mixed Message - AMEX Customer Service

Anonymous — Sat, 10 Dec 2011 02:36:26 GMT

I have to admit, I've had one or two AmEx CSR's that were "less than" what you have come to expect from AmEx, I'm referring to the CSR's that I've spoke to regarding one of my Blue Cards.

On the other hand when I call the number on the back of my AmEx PR Gold card, the CSR's are a step above, very professional and polite, speak to me like I'm their best cardholder, I like that kind of service.

Discover also has very good CSR's, but I spoke to one the other day who seemed like he just found out his wife was cheating on him with his best friend, he was rude, short, just plain not nice, I kept my cool and politely said, thanks for the assistance, but I have no further questions, have a good day, buh bye!

Re: Mixed Message - AMEX Customer Service

pizzadude — Sat, 10 Dec 2011 04:34:12 GMT

For me, The most annoying thing about calling AMEX is that awful BEEPING sound that they play at least every 30 seconds to constantly remind that you are being recorded. Drives me nuts !!!!

Re: Mixed Message - AMEX Customer Service

Anonymous — Sat, 10 Dec 2011 14:14:46 GMT

@pizzadude wrote:
For me, The most annoying thing about calling AMEX is that awful BEEPING sound that they play at least every 30 seconds to constantly remind that you are being recorded. Drives me nuts !!!!

+1 to that!!!

I knew I was forgetting to add something, and you hit the nail on the head.

Re: Mixed Message - AMEX Customer Service

CS800 — Sat, 10 Dec 2011 14:17:31 GMT

@Anonymous wrote:
@pizzadude wrote:
For me, The most annoying thing about calling AMEX is that awful BEEPING sound that they play at least every 30 seconds to constantly remind that you are being recorded. Drives me nuts !!!!
+1 to that!!!

I knew I was forgetting to add something, and you hit the nail on the head.

Reminded me of NASA mission control when they were talking to astronauts on the moon (documentary I saw on the history channel a while back)

There were beeps just like when you call AMEX.

Re: Mixed Message - AMEX Customer Service

Anonymous — Sat, 10 Dec 2011 15:09:12 GMT

@CS800 wrote:
@Anonymous wrote:
@pizzadude wrote:
For me, The most annoying thing about calling AMEX is that awful BEEPING sound that they play at least every 30 seconds to constantly remind that you are being recorded. Drives me nuts !!!!
+1 to that!!!

I knew I was forgetting to add something, and you hit the nail on the head.

Reminded me of NASA mission control when they were talking to astronauts on the moon (documentary I saw on the history channel a while back)

There were beeps just like when you call AMEX.

You're exactly right, I think I watched that program as well.

Re: Mixed Message - AMEX Customer Service

thom02099 — Sun, 11 Dec 2011 02:28:06 GMT

I got a response from American Express today. Here is the response. I will reserve comment.

Response (Adahra Pfokreni) 12/10/2011 04:04 PM

Dear XXXXXXXXXXXXXXXXXXXX,

I apologize for the delay in responding to your email due to high volume of email inquiries.

I understand your concern and I truly regret hearing your experience at American Express.

I would definitely pass your feedback along to the appropriate management. While you may not see any change immediately, I would like to inform you that based on the feedback we received from you, changes are made for improvement and enable us to provide the highest quality of service to you.

I would like to inform you that issues related with Fraud have high level of sensitivity associated with it. The reason why the Fraud Unit operates via phone is that it enables them to interact with our valued Cardmembers, after they have followed the regular security checks with you.

The whole idea of this arrangement is to maintain the privacy and the security of your own account, which is of utmost importance to us.

Like, the Email Servicing Team, the Fraud Unit is not equipped with a Secure Messaging Service.

I assure you that your Card is active and good for future usage. You can use your Card confidently.

While you travel, in the event that we have a concern with any transaction on your account, we may still require a Merchant to contact us for approval to ensure your security and convenience while you travel.

I hope you will find this information useful.

Sincerely,

Edited to remove personal information - MarineVietVet, myFICO moderator
Email Servicing Team
American Express Interactive Services

Re: Mixed Message - AMEX Customer Service

steve23111 — Sun, 11 Dec 2011 02:00:50 GMT

I've had hit-or-miss experiences with AMEX regarding my Clear when I call the 800 number on the back of the card. However, when I call the non-toll-free number on the back of the card, the call gets routed a little differently. I enter the account number, it skips over all the account balance information (but gives me the option to hear it "again"), and pressing 0 lands me a domestic representative that is consistently helpful and easy to understand.