topic Re: Unusual poor AMEX customer service in Credit Cards

Unusual poor AMEX customer service

DaveinSC — Thu, 11 Apr 2013 19:20:21 GMT

I attempted to order an AMEX re-loadable prepaid card (for my brother with poor credit) from their website, and was unable to do so..I get a persistent error message when I attempt to order on the website. So, I called the pre-paid card customer service number for AMEX, and was told (by a young woman of Eastern Indian extraction) that my browser was probably out-of-date. I am running Explorer 10, and was told that Firefox(which I have) isn't compatible, only Google Chrome (which I don't).

Beginning to grow frustrated, I called the AMEX customer service number on the back of my ZYNC card. Before I could open my mouth to describe the error and how I was attempting to correct it, the Indian (extraction) gentleman with whom I was connected this time launched into his "...go to the website and order the card from there" spiel. He didn't know what to do when I told him I COULDN'T ORDER THE CARD ONLINE AND WAS HOPING TO DO IT OVER THE PHONE. Sighing, I thanked him for his time, and will find another variety of reloadable pre-paid card for my erstwhile brother. I was expecting more from AMEX.

I thought their customer service offices were US based, and I thought that their agents would be better trained. I'd LIKE to buy their product, but I can't do so either over their website or customer SERVICE number.

...sigh....

Re: Unusual poor AMEX customer service

broseph23 — Thu, 11 Apr 2013 19:18:31 GMT

Yeah I feel as if it's hit or miss on if you get a US based rep or not. More likely to get an outsourced rep calling after the "9-5" hours. If you contact their twitter customer service team, they are 100% US based, and they give you excellent one on one help. I definitely reccomend trying them! Their twitter is @AskAmex

Re: Unusual poor AMEX customer service

webhopper — Thu, 11 Apr 2013 19:55:13 GMT

Amex Bluebird can be picked up at Wal Mart...

Some of the lesser products such as the pre-paid card have outsourced representatives.

The one that does not is my NFCU Visa Buxx that I got for DD last month.

I have called CSRs twice, and I actually talk to NFCU reps who are knowledgeable and helpful. They don't outsource even though this little pre-paid debit card is not a high priority item. PLUS the Visa Buxx from NFCU has no fees other than a $5 card replacement fee.

You must be a NFCU credit card holder to load the Visa Buxx.

The Visa Buxx cardholder, and the parent both have a login so that they can keep an eye on the balance.

So far, we are in love with the NFCU Visa Buxx

Re: Unusual poor AMEX customer service

Anonymous — Thu, 11 Apr 2013 19:58:07 GMT

Maybe I'm just unlucky but I have never gotten a U.S. based rep when calling Amex.

Re: Unusual poor AMEX customer service

rob022574 — Thu, 11 Apr 2013 20:04:40 GMT

I need to find a way into the great NFCU!!!.. :-(

I am too old to join the Armed Forces and my kids are too young to join lol.

Re: Unusual poor AMEX customer service

blondy250 — Thu, 11 Apr 2013 20:33:20 GMT

@Anonymous wrote:
Maybe I'm just unlucky but I have never gotten a U.S. based rep when calling Amex.

I guess its a YMMV thing, but I've got nothing BUT U.S. based rep when calling Amex and they've been fantastic with me.

Re: Unusual poor AMEX customer service

Anonymous — Thu, 11 Apr 2013 21:06:33 GMT

@blondy250 wrote:
@Anonymous wrote:
Maybe I'm just unlucky but I have never gotten a U.S. based rep when calling Amex.
I guess its a YMMV thing, but I've got nothing BUT U.S. based rep when calling Amex and they've been fantastic with me.

I haven't either, but I always call the number on the back of my platinum card.

Re: Unusual poor AMEX customer service

blondy250 — Thu, 11 Apr 2013 21:10:38 GMT

@Anonymous wrote:
@blondy250 wrote:
@Anonymous wrote:
Maybe I'm just unlucky but I have never gotten a U.S. based rep when calling Amex.
I guess its a YMMV thing, but I've got nothing BUT U.S. based rep when calling Amex and they've been fantastic with me.
I haven't either, but I always call the number on the back of my platinum card.

I do as well, for the annual fee I pay I expect, and have recieved excellent CS.

Re: Unusual poor AMEX customer service

Anonymous — Thu, 11 Apr 2013 21:42:29 GMT

I too have had a recent bad experience. I was asking if they recevied a document, i was transfered to another department and was told they couldnt look up under my card (I am AU on hubs card) and that I needed his card to talk to them. The rep I talked to insisted that I get the card and without it. I simply requested a supervisor and the person was able to verify all my info.

Next time IMO just ask for a supervisor and maybe you can have someone more knowledgeable.

Re: Unusual poor AMEX customer service

webhopper — Thu, 11 Apr 2013 23:04:57 GMT

@rob022574 wrote:
I need to find a way into the great NFCU!!!.. :-(

I am too old to join the Armed Forces and my kids are too young to join lol.

Hehe, maybe santa needs to bring them recruiter brochures for their stocking

haha, just kidding. The decision to join the military is a personal one. It helps to have family support though.

If you have aunts, uncles, cousins, grandparents, parents, neices, nephews etc. in the military... you can get in. In the case of a nephew or neice, their parent who is your sibling might have to join. In the case of an aunt or uncle, your parent that is their sibling may have to join... but its not required

Re: Unusual poor AMEX customer service

scenery_guy — Fri, 12 Apr 2013 01:43:35 GMT

@Anonymous wrote:
@blondy250 wrote:
@Anonymous wrote:
Maybe I'm just unlucky but I have never gotten a U.S. based rep when calling Amex.
I guess its a YMMV thing, but I've got nothing BUT U.S. based rep when calling Amex and they've been fantastic with me.
I haven't either, but I always call the number on the back of my platinum card.

Re: Unusual poor AMEX customer service

ramblin_wreck08 — Fri, 12 Apr 2013 02:21:45 GMT

When I had my Zync, I would often get foreign call centers. With the PRG I have had nothing but US based reps. Additionally, they seem to be more experienced and allowed to deviate from script to help me. The CS experience was a night and day difference for me.

Re: Unusual poor AMEX customer service

CreditScholar — Fri, 12 Apr 2013 05:09:42 GMT

@ramblin_wreck08 wrote:
When I had my Zync, I would often get foreign call centers. With the PRG I have had nothing but US based reps. Additionally, they seem to be more experienced and allowed to deviate from script to help me. The CS experience was a night and day difference for me.

+1. Amex's higher level cards have better CSRs, especially for platinums. Lower level products like the Zync get exactly that, lower level service.

Re: Unusual poor AMEX customer service

Anonymous — Fri, 12 Apr 2013 05:31:47 GMT

Interestingly, I had a rather odd AmEx experience today. I was looking to set up some travel, logged into my AmEx account, and THOUGHT I was calling Platimum travel. I was greeted by a woman who, although polite and nice, was clearly beyond her depth. She seemed to have difficulty understanding that I was trying to arrange a TRIP, and not just airfare. She also seemed rather pre-occupied with getting me "the best price" as you piut it. When I told her that I needed air, hotel, ground transportation, etc., she fiannly said, "Would you like me to transfer you to Platnum Travel?" I said, yes please, I think that would be best.

As soon as the Platinum travel person came on the line, you could tell there was no script in evidence. She was jovial, polite, and ready to bend over backwards to help me arrange what I needed. She was clearly not rushed either. Neither CSR was in a hurry, but the difference in experience, training, and apparnetly power to accomodate the customer was stark.

I've never held anything but a Gold or Platinum AmEx. And my AmEx gold is not co-branded. I have to say that when calling in on either of them, my experience has ALWAYS been exceptional. Never outsourced CSR. The only person with a distinctive accent I got was Russian, and wish I could have talked with her for hours!

I need to call in on Bluebird this week. I am VERY curious how that is going to go.

Re: Unusual poor AMEX customer service

Anonymous — Mon, 31 Mar 2014 02:06:39 GMT

American Express customer service is horrible. They couldn't even correct the spelling of my name. I called them 5 times to tell them to correct the wrong spelling but this resulted in getting 5 letters with the wrong name to my posting address. This is insulting! I don't understand how their online Kiosk is still running