AMEX Customer Service

[BlueMystic]

Just to add to the chorus here, every experience I've had with AmEx customer service has been truly excellent. 

[Anonymous]

I wouldn't compare anyone to chik fil a, that's putting navy down since they are so discriminatory,  I find Amex customer service top notch,  never had an issue. 

[Anonymous]

A recent experience with AMEX (offshore) CSR and a comparison to my CU Visa. 

Had and lunch at a small hotel while on vaction, 4 people and the bill was $80. My statement for that month comes and the lunch bill shows as $172. I called AMEX and let them know about the discrepancy, for which I had no proof whatsoever, and was immediately credited the amount over $80.  Done deal.

Conversely, I ordered some HVAC parts with my CU Visa and they never shipped. Emails to the vendor got no response. This went on for over a month and so I called my CU to have the charges reversed. Not only did they tell me they would have to investigate and contact the shipper, but they would not even temporarily credit the amount until the investigation was complete. I even submitted the email showing that the item had not shipped from over a month ago. Finally I emailed the company that I’d submitted a claim to my CC, which prompted them to finally refund. So in the end I did all the footwork.

This is the type of service I’ve always received from AMEX and why I continue to do business with them. Too bad others have had such negative experiences, I guess I’ve been lucky.

[disdreamin]

Until recently, I’d have said my experience with AmEx csr’s had been excellent. However, I recently had an unusual (or so I hope!) issue with a payment amount being changed BY AMEX, and had a csr basically insist the issue was my fault. She kept repeating what she assumed had occurred despite my explicitly stating that she was incorrect. It was sobering to essentially be branded a liar, and I was very upset with the interaction.

[Anonymous]

On the phone AMEX rep are always wonderful and eager to help. On website chat is pretty much the same. 

however, 

On Amex App on the phone, response is slow and it feels like I'm talking to a 2-year-old who doesn't understand anything I ask. And also provides wrong information. 

overall they are pretty good.

[jetsfan2013]

The times I have had to reach out via phone, its been good. Chat for me has been a pain, as it seems I would be better off dialing their customer service number and telling someone verbally what my issue was for a faster reply.

[kerplunk]

My preference is to do business with companies where I never have to speak with customer service because there are no issues.

AmEx has helpful, pleasant customer service reps with British accents, so I will give them that.

[Anonymous]

gotta say, if you're recording customer service conversations, that makes me think you're a very difficult customer.

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@Anonymous wrote:

In the world of customer service for CC's Navy Federal is Chik Fil A, so AMEX must be relegated to McDonalds on a really bad day.

As I am fairly new to AMEX, perhaps I'm just spoiled, and not accustomed to the rudeness; is this normal for AMEX?

After getting nowhere with chat rep for ten minutes (they simply quoted script it seemed). and couldn't answer specific questions.

The {Moderator Edit - these types of descriptions for other people are not permitted on these forums - Irish80} csr on the phone was even worse, attempting to interrupt and speak condescendingly to me until I cut him off and told him that he wasn't the only one 'recording the conversation for training purposes.'

So, question for all the long time AMEX customers: Is this normal behavior for AMEX, or did I just get lucky enough to communicate with two incompetant and rude csr's in one day?