topic Re: I want to talk to an American at American Express. in Rebuilding Your Credit

I want to talk to an American at American Express.

Anonymous — Wed, 07 Mar 2012 07:03:23 GMT

Why is this so hard?

Before I learned about myfico and all the great help I've gotten here, I had a $736 chargeoff with AmEx. A few months ago, I received a notice in the mail, so I called AmEx to get it straightened out. They did a check-by-phone (see, I was a real [Mod Cut]) and the manager even got on the line and assured me that everything would go away.

Fast-forward to a week ago, when I get a call from AmEx saying that I still owed the money. I explained the situation, but then I did some homework, via looking at my old bank statements. Turns out [Mod Cut] wherever I called didn't even process it, but still had my bank account info! D'oh! Stoopid stoopid stoopid!

I called them back to explain it today, explain my massive frustration and the massive breach of security that was done under the AmEx name. I told them that it's a shame that a company named AMERICAN Express would outsource jobs [Mod Cut]

I told them I wanted an apology and a PFD. He said that he talked to a supervisor and then said they would not apologize because they "didn't do it" and would only report as PIF. The guy tried to pressure me into paying right then and there, but I did not, saying that I had trusted them with info over the phone once; why would I do it again?

So with all that said...I've had it. Is there someone in the USA, perhaps someone a bit more sympathetic to the situation that's happened to individuals with the economy over here who can make decisions without reading off a computer prompt menu? And beyond writing a letter of complaint, what recourse do I have with them over the potential breach in security (I have the date/time of the phone call, as well as who I spoke with, the customer service rep and the manager of the original call). Thx in advance.

Wcv, this post has been edited because it violated both the User Guidelines, and the policy regarding discussing foreign call centers. Profanity, even 'pseudo profanity' is prohibited, and stereotyping entire groups of people based on their nationality is most definitely prohibited. Please read these policies before posting again. This is a warning-- repeated offenses along this vein may result in your removal from the community. ~LilMirth, myFICO Moderator

Re: I want to talk to an American at American Express.

themeggerz — Wed, 07 Mar 2012 12:49:19 GMT

You know, I normally ignore these posts but I have to say...

I've called a lot of companies in the last few months because my husband is overseas, I have a POA, questions, concerns, etc....

Every. Time. I spoke to someone - they were clear, spoke perfect English, and helped me. I don't know where they were based, because it didn't matter.

So if they are outsourcing their collections area - you said you had a charge off - it's because they are focusing on current, good members.

I have to say that American Express and Discover are high up there for me, they are always super helpful, even call back if you had a question they could not answer.

As someone who ESL, I appreciate individuals who deal with my accent and/or my nuances when speaking.

Re: I want to talk to an American at American Express.

Anonymous — Wed, 07 Mar 2012 12:56:47 GMT

@themeggerz wrote:
You know, I normally ignore these posts but I have to say...

I've called a lot of companies in the last few months because my husband is overseas, I have a POA, questions, concerns, etc....

Every. Time. I spoke to someone - they were clear, spoke perfect English, and helped me. I don't know where they were based, because it didn't matter.

So if they are outsourcing their collections area - you said you had a charge off - it's because they are focusing on current, good members.

I have to say that American Express and Discover are high up there for me, they are always super helpful, even call back if you had a question they could not answer.

As someone who ESL, I appreciate individuals who deal with my accent and/or my nuances when speaking.

I generally agree, and most of the foreign call centers have people who speak English in an understandable way. There are some worse than others (Dell comes to mind), but language is usually not the problem.

In my opinion, the biggest problem is outsourcing in general. By this, I don't mean to another country. Years back, I worked for a company that provided outsourced call centers for Comcast here in the US. Comcast pays this company and they handle all the calls. The problem that I saw with many of the reps is that they just didn't care. They didn't work for Comcast and they had no loyalty to Comcast. I think that by employing your own workers to work in customer service helps because they are more likely to care about their work and making sure the customers get decent service. This is surely just my opinion, but it is based on about 6 years of call center experience, both outsourced and direct.

To the OP, I would calm down a little. It isn't fraud. Someone simply messed up processing your payment. I don't think that gives you the right to demand anything further like a PFD. Simply call back, explain that you paid it with someone but it isn't showing as paid. Someone else can process your payment again and properly and you should be good. Then you can try sending GW to Amex.

If you really want a PFD, you will need to send mail and emails higher up the chain. You will not get that by calling customer service, even with their supervisors. You will also not get it by being angry and mean. Keep in mind PFD is a form of goodwill. If you are difficult to deal with, you are way less likely to get that good will.

Re: I want to talk to an American at American Express.

Anonymous — Wed, 07 Mar 2012 18:25:12 GMT

Sorry if I hurt anyone's feelings. I just want a backdoor number to someone domestically who has the power to make decisions, vs looking at computer prompts at a call center.

I'm actually glad that it didn't go through the first time because it gives me a chance to apply the lessons and advice I've learned here, such as...not giving into the pressure from the guy on the other end of the line about making a payment without getting anything in writing first.

Re: I want to talk to an American at American Express.

Anonymous — Wed, 07 Mar 2012 18:30:40 GMT

@Anonymous wrote:
I'm actually glad that it didn't go through the first time because it gives me a chance to apply the lessons and advice I've learned here, such as...not giving into the pressure from the guy on the other end of the line about making a payment without getting anything in writing first.

I just don't know if you will be able to find this. Have you tried the "Backdoor Numbers" thread? Hopefully someone else has one. If it were me, I would try writing / emailing, then your correspondance is automatically documented.