topic Re: AMEX secure message......No response? in Credit Cards

AMEX secure message......No response?

jlfce1 — Thu, 22 Aug 2013 15:52:16 GMT

I went back to my outbox online just to make sure it sent (I had received confirmation too). Sent a secure message on Monday (8/19) @ 10AM - have yet to receive a response. Is this common customer service for Amex? This is my first experience and it's not a good one.....

Re: AMEX secure message......No response?

09Lexie — Thu, 22 Aug 2013 16:04:24 GMT

I reported a few weeks ago, that secure messages were being delayed up to 3 business days and they encouraged live chat. There was a disclaimer when I went to send my message-also they were doing away with the feature entirely next week.

Re: AMEX secure message......No response?

jlfce1 — Thu, 22 Aug 2013 18:16:31 GMT

@09Lexie wrote:
I reported a few weeks ago, that secure messages were being delayed up to 3 business days and they encouraged live chat. There was a disclaimer when I went to send my message-also they were doing away with the feature entirely next week.

Ok, thanks for the feedback. I don't see anywhere that it allows me to live chat. It gives me options to call, secure message and use twitter? I prefer not to put my personal questions out there on twitter. Anyway, I don't have an issue calling, I've just never experienced and unanswered secure message so it was starting to leave a bad taste in my mouth. I'm guessing at this point I should call and see if they can view they can view the message and give me an answer. Thanks again!

Re: AMEX secure message......No response?

thom02099 — Thu, 22 Aug 2013 20:40:18 GMT

@jlfce1 wrote:
@09Lexie wrote:
I reported a few weeks ago, that secure messages were being delayed up to 3 business days and they encouraged live chat. There was a disclaimer when I went to send my message-also they were doing away with the feature entirely next week.
Ok, thanks for the feedback. I don't see anywhere that it allows me to live chat. It gives me options to call, secure message and use twitter? I prefer not to put my personal questions out there on twitter. Anyway, I don't have an issue calling, I've just never experienced and unanswered secure message so it was starting to leave a bad taste in my mouth. I'm guessing at this point I should call and see if they can view they can view the message and give me an answer. Thanks again!

I had the same confusion, but it's when you start to generate a secure message, you should now get a prompt that initiates a chat. Yup, it's confusing...and not very customer service friendly.