topic Re: Amex Gold Customer Service in Credit Cards

Amex Gold Customer Service

MrCredit — Tue, 06 Mar 2012 21:35:31 GMT

Has anyone had any recent experiences with Amex and their customer service center. Its all out-sourced now.

You can barely understand them when you call in. I hope this is temporary because I definitely dont pay 175 a year

for outsourced customer service. I hate calling into them. I asked for a supervisor and they had me on hold for 20 minutes.

Re: Amex Gold Customer Service

toytoy — Tue, 06 Mar 2012 21:40:52 GMT

@MrCredit wrote:
Has anyone had any recent experiences with Amex and their customer service center. Its all out-sourced now.
You can barely understand them when you call in. I hope this is temporary because I definitely dont pay 175 a year
for outsourced customer service. I hate calling into them. I asked for a supervisor and they had me on hold for 20 minutes.

Maybe it is me but I have never had a problem understanding Reps when I call in to customer service. Yes they do have a heavy accents a great deal of the time and they try to be more friendly which sometimes fails but all in all I have no problems understanding outsourced call reps. Now reps I have a difficult time understanding are the ones from down south. I was born in Alabama but raised in NorthEast and I have to process what is being said before I actually understand it. But that is neither here nor there, they all need the income just as we all do so I just go with the flow.

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 21:52:18 GMT

It isnt all outsourced. When I only had the Green, it was random; some foreign, some domestic. Now that I have the Platinum, it is all US based.

Re: Amex Gold Customer Service

MrCredit — Tue, 06 Mar 2012 21:53:52 GMT

$450 a year seems like ALOT! What is the difference between the Gold and Platinum besides the AF?

Re: Amex Gold Customer Service

espnjunkie — Tue, 06 Mar 2012 21:55:00 GMT

isn't it the same customer service number for all the cards? I'd imagine it's pretty random

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 22:00:05 GMT

@MrCredit wrote:
$450 a year seems like ALOT! What is the difference between the Gold and Platinum besides the AF?

All the benefits and upgrades are the differences. It is geared primarily to travellers however, just a vacation or 2 can really take care of the annual fee.

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 22:01:40 GMT

@espnjunkie wrote:
isn't it the same customer service number for all the cards? I'd imagine it's pretty random

No, the CS for Platinum is 1-800-525-3355 and for the Green it is 1-800-528-4800.

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 22:06:35 GMT

Never got... actually once I got someone not in the US with platinum. I got a busy tone and then it transfered. Still, the rep was very efficient and answered everything in under 3 min.

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 22:15:08 GMT

I have Chase, Citi, and Amex credit cards. For me Amex has had by far the worst CS over the phone with almost all calls outsourced, the incessant beeping like "Big Brother" is watching, and not so friendly reps. Maybe its just me since a lot of people seem to like Amex CS but I am not impressed. I do however like all the rewards/benefits of their cards and continue to use them. Nowadays I just use the secure message center if I have an issue. Beats being put on hold for a long time and then having to deal with poor CS.

Re: Amex Gold Customer Service

Anonymous — Tue, 06 Mar 2012 22:29:10 GMT

The last couple of times I've called Amex customer service, the representative I've gotten has been foreign. Neither time was their accent too bad and I was still perfectly capable of understanding them. They've been very professional and helpful, just like the American representatives I've gotten, so I don't have anything to complain about. But, that's just been my experience.

Re: Amex Gold Customer Service

Anonymous — Wed, 07 Mar 2012 00:42:07 GMT

I started my Amex experience with the Gold Card as my first Amex. I personally had a bad experience where they didn't send me out my card. It was not until I called them they realized this and said oh it must have been a glitch in the system. Then they told me they'd overnight it and I waited. Call 2 days later and they sent it out normally. Had to talk to representatives for over an hour and then a manager for about a half hour. Finally got it overnighted and missed using it during all of black friday. Any time I have called Amex using my Gold cards phone number I have gotten crappy service where they are very unknowligible. I don't mind an heavy accent, but combine that with someone who sucks at their job and now I get mad. I PC'd to the Zync because the service I received was not worth more then $25.

Now Discover and Chase on the other hands have been very good customer service wise!

Re: Amex Gold Customer Service

steve23111 — Wed, 07 Mar 2012 01:21:10 GMT

I have found I almost always end up overseas when I call the toll-free number, however, I almost always end up in a domestic call center when I dial the "international" number on the back of the card. The phone number itself is in North Carolina I believe, and suspect that might be where that actual call center is. That number seems to be the same for all the cards, while the toll-free number appears to vary from one product line to the next (ie, my Clear, Blue Cash Preferred, and Zync all have different toll-free numbers).