DGF Concerned about PRG app

14Fiesta · ‎09-18-2015

Hello everyone! So my DGF applied for the Amex PRG on 8/26/15. The app went into pending because they needed address verification.

Fast forward to today and we are still waiting for them to verify her address with the documents she sent them. We have called multiple times to see what the status is, and every time we call they tell us to wait a few more days. We call a few days later and they quote us a date in the future we should know by. That date passed and she called today and now their quoting Monday or Tuesday of next week. At this point she is so concerned about it that she doesn't even want to go on the vacation anymore. We were planning on using the 50K bonus offers for free flights for our vacation.

She thinks that because it's taking so long that she most likely got denied and she is beating herself up for thinking she could get the card. I know she should be no problem to be approved, and I keep trying to tell her that the fact that Amex wants to verify her address means she will be approved, especially with her credit file, she should be a shoe in.

I guess my questions are is this normal for Amex to drop the ball like this and take forever? And what can I say to her to try and calm her down? She is seriously stressing out over this and I don't blame her. It's almost been a month since she applied and at that time Amex has said they would auto decline the app if no decision is made by UW 30 days after the app.

EX FICO (AMEX): 728 (4/29/17) | TU FICO (Discover): 737 (4/7/17) | EQ FICO (Citi): 746 (3/28/17)

Anonymous · ‎09-18-2015

Wish I had suggestions. I'd say to try chat, but I bet they'd refer you to a phone number. It'd be nice to get something in writing though. Where how did she send stuff? I wonder if sending another copy would do anything? Can she tell if they're noting that she's called? And can she tell they've actually received it? Just throwing things out (and bumping this in case someone has better ideas).

14Fiesta · ‎09-18-2015

@Anonymous wrote:
Wish I had suggestions. I'd say to try chat, but I bet they'd refer you to a phone number. It'd be nice to get something in writing though. Where how did she send stuff? I wonder if sending another copy would do anything? Can she tell if they're noting that she's called? And can she tell they've actually received it? Just throwing things out (and bumping this in case someone has better ideas).

I forgot to mention that too- in the case of actually receiving it, we have submitted it online twice now, but it keeps saying "send in verification now" when I check the application status as if it didn't get sent. Just as a backup we did send in a physical copy via snail mail sometime last week. We're not sure if they have been noting that she has called.

EX FICO (AMEX): 728 (4/29/17) | TU FICO (Discover): 737 (4/7/17) | EQ FICO (Citi): 746 (3/28/17)

Anonymous · ‎09-19-2015

@14Fiesta wrote:
@Anonymous wrote:
Wish I had suggestions. I'd say to try chat, but I bet they'd refer you to a phone number. It'd be nice to get something in writing though. Where how did she send stuff? I wonder if sending another copy would do anything? Can she tell if they're noting that she's called? And can she tell they've actually received it? Just throwing things out (and bumping this in case someone has better ideas).
I forgot to mention that too- in the case of actually receiving it, we have submitted it online twice now, but it keeps saying "send in verification now" when I check the application status as if it didn't get sent. Just as a backup we did send in a physical copy via snail mail sometime last week. We're not sure if they have been noting that she has called.

I know that at least last weekend (when I happened to apply for two Amex cards) their site was acting wonky for me. Kept not being able to get to parts, then getting kicked off. I think the snail mail is a good thing. Maybe Tues or so call, maybe they'd have gotten the snail mail and maybe ask if they can see that you've been calling and being told a few days, a few days etc. Ask if there's some way THEY can note it and mention you were given the 30 day limit and you're concerned as you've done everything asked. If it was Citi or Barclay, that would get you some TYP or miles at least. Not sure about AmEx.

ETA: I forgot that I was going to say that there were parts of the site I couldn't get to again today. I usually use Chrome on my Mac. I logged in in Safari, no problem. :shrug: Just throwing that out there as you might mention something like that to them as another of your concerns. Or if you've been seeing weirdness too, try another browser.