@UncleB wrote:
@jayman2143 wrote:
@UncleB wrote:
@9CLINE wrote:seems like I saw on the Amex forum over there that they are aware and working on it..supposedly been a problem since Dec. anyway today I saw where the "glitch" is supposed to be fixed by summers end.. I called 2 mths back and CSR could see the points I had accumulated and then added them to my acct. So, I decided to wait till Aug. this time and see what plays...
+1
I read a while back on another site that some people were having luck with getting an Amex CSR to 'push' the cash rewards through, so it might at least be worth a shot if you've having this problem.
So far with my own BCP the problem hasn't been that severe. The cash rewards on my paper statement never match the website, but I just chalk that off to their fine print about rewards not being available until the bill is paid (which has always seemed unnecessary, since you can make a minimum payment then have access to all the rewards, but I digress). I have noticed that once I pay the bill, it's rather random as to when the cash rewards are updated... sometimes it's rather quick, other times it has taken into the next month.
I always stash my rewards away so the delay doesn't impact me, but I can certainly understand why others would be irritated, especially if the delay has gone on for months (actually, that's more than a 'delay' and is simply not acceptable, IMO).
I tried getting the CSR to push the rewards to my account and they said they were not able. They can see the rewards I am accumulating but neither my online acount or paper statement show the correct balance (as a matter of fact, my paper statement doesn't even show a balance at all).
I don't have a plan for the rewards dollars yet so I am not concerned with not being able to use what I have earned right away. It's more of the fact that I pay an annual fee to use their product and they are pretty unaccomodating with an issue that has been going on for 4-5 months now.
My current plan is to just wait until the end of August to see what happens. If nothing is fixed by then I will call again to get an update.
I'm genuinely sorry you've having this problem... and it's odd that the "great Amex computer in the clouds" for some reason only singles out some people to treat in this manner. My statement never matches what I see online, but eventually it does catch up (sometimes it takes until the next statement, but so far it's always worked out).
I truly admire how laid-back you're being about all of this, but I'll also mention that from my own time working for a company the size of Amex I can personally say that there's a lot of truth to the old saying "the squeaky wheel gets the grease".
Whenever we had problems the customer(s) who raised the most hell generally got corrected first, if for no other reason to get them off our backs. It never seemed quite fair to me, since the 'nice guys' literally ended up last. Ironically it taught me that when I had issues with a vendor/service provider I was speaking to for my company, I was in turn expected to "raise hell" as well, which isn't my nature. It took some getting used to, but I found that used correctly (and judiciously) it was, indeed, often more effective than being the 'nice guy'.
If you call Amex back, here's a key... after you ask for an escalation/supervisor, etc, get as much information about that person as you can. If possible, get their full name and extension (oddly, I've found the higher up you go, the easier this info is to get - a 'bottom' level person will generally never give this out). Ask when you can expect the problem to be corrected, and if it's not corrected how you can get back directly to them. Ask if they aren't available if it's best to leave a message, or is there another person you should ask for in their place. I would ask when the best time to reach them is, morning or afternoon? People tend to work a little harder and give you less 'BS' when they know they can be held personally responsible.
Finally, I would ask if the problem isn't corrected by <insert date they tell you to call back here> what's the next step? Can it be escalated higher, and if so, are they in a position to assist you with that escalation personally? Note my use of the word 'escalation'... with the companies I've dealt with this seemed to trigger action on their part. If you're persistent I believe you'll be able to get somewhere. Note that 'raising hell' doesn't mean being rude; it means being persistent like a bulldog that just won't let go. If anything you should really lay the charm on thick, don't give them any reason to put you aside. Again, think bulldog, but with a smile.
I hope you are able to get this resolved quickly... I assure you, if you go high enough, they have 'the power' to give you a credit with a keystroke - this has already been proven by the folks who have received a small credit 'for their trouble'. To get the amount you need you might have to go quite a bit higher, but that's OK - the headache belongs to them, not you.
Good luck, and keep us posted on your progress... I'm rooting for you!
Your response needs to be linked to anyone who may be going through the same issue. Spot on with great advice!
I used to work at a small company but we were recently bought out by a very large company (similar to the size of Amex I would say). You are absolutely correct with handling the customers with the loudest voice first just to make them go away. It sounds horrible but it was easier to make them go away and then handle the quieter ones. I also agree that there is a fine line between being direct and being rude. It's not the CSR's fault that this is happening. I try to keep telling myself this everytime I call.
I am going to try and implement your techniques/advise the next time I call and see what happens. Until then, it's the perfect excuse to try and rack up my UR points with Chase so I can transfer them to my United Airlines account.
@UncleB wrote:
@jayman2143 wrote:
@UncleB wrote:
@9CLINE wrote:seems like I saw on the Amex forum over there that they are aware and working on it..supposedly been a problem since Dec. anyway today I saw where the "glitch" is supposed to be fixed by summers end.. I called 2 mths back and CSR could see the points I had accumulated and then added them to my acct. So, I decided to wait till Aug. this time and see what plays...
+1
I read a while back on another site that some people were having luck with getting an Amex CSR to 'push' the cash rewards through, so it might at least be worth a shot if you've having this problem.
So far with my own BCP the problem hasn't been that severe. The cash rewards on my paper statement never match the website, but I just chalk that off to their fine print about rewards not being available until the bill is paid (which has always seemed unnecessary, since you can make a minimum payment then have access to all the rewards, but I digress). I have noticed that once I pay the bill, it's rather random as to when the cash rewards are updated... sometimes it's rather quick, other times it has taken into the next month.
I always stash my rewards away so the delay doesn't impact me, but I can certainly understand why others would be irritated, especially if the delay has gone on for months (actually, that's more than a 'delay' and is simply not acceptable, IMO).
I tried getting the CSR to push the rewards to my account and they said they were not able. They can see the rewards I am accumulating but neither my online acount or paper statement show the correct balance (as a matter of fact, my paper statement doesn't even show a balance at all).
I don't have a plan for the rewards dollars yet so I am not concerned with not being able to use what I have earned right away. It's more of the fact that I pay an annual fee to use their product and they are pretty unaccomodating with an issue that has been going on for 4-5 months now.
My current plan is to just wait until the end of August to see what happens. If nothing is fixed by then I will call again to get an update.
I'm genuinely sorry you've having this problem... and it's odd that the "great Amex computer in the clouds" for some reason only singles out some people to treat in this manner. My statement never matches what I see online, but eventually it does catch up (sometimes it takes until the next statement, but so far it's always worked out).
I truly admire how laid-back you're being about all of this, but I'll also mention that from my own time working for a company the size of Amex I can personally say that there's a lot of truth to the old saying "the squeaky wheel gets the grease".
Whenever we had problems the customer(s) who raised the most hell generally got corrected first, if for no other reason to get them off our backs. It never seemed quite fair to me, since the 'nice guys' literally ended up last. Ironically it taught me that when I had issues with a vendor/service provider I was speaking to for my company, I was in turn expected to "raise hell" as well, which isn't my nature. It took some getting used to, but I found that used correctly (and judiciously) it was, indeed, often more effective than being the 'nice guy'.
If you call Amex back, here's a key... after you ask for an escalation/supervisor, etc, get as much information about that person as you can. If possible, get their full name and extension (oddly, I've found the higher up you go, the easier this info is to get - a 'bottom' level person will generally never give this out). Ask when you can expect the problem to be corrected, and if it's not corrected how you can get back directly to them. Ask if they aren't available if it's best to leave a message, or is there another person you should ask for in their place. I would ask when the best time to reach them is, morning or afternoon? People tend to work a little harder and give you less 'BS' when they know they can be held personally responsible.
Finally, I would ask if the problem isn't corrected by <insert date they tell you to call back here> what's the next step? Can it be escalated higher, and if so, are they in a position to assist you with that escalation personally? Note my use of the word 'escalation'... with the companies I've dealt with this seemed to trigger action on their part. If you're persistent I believe you'll be able to get somewhere. Note that 'raising hell' doesn't mean being rude; it means being persistent like a bulldog that just won't let go. If anything you should really lay the charm on thick, don't give them any reason to put you aside. Again, think bulldog, but with a smile.
I hope you are able to get this resolved quickly... I assure you, if you go high enough, they have 'the power' to give you a credit with a keystroke - this has already been proven by the folks who have received a small credit 'for their trouble'. To get the amount you need you might have to go quite a bit higher, but that's OK - the headache belongs to them, not you.
Good luck, and keep us posted on your progress... I'm rooting for you!
Solid advice UncleB!
Just an update. I checked my AMEX account this afternoon and all my reward dollars have been loaded finally. Hopefully this means the issue has been fixed for all of us. I am going to keep a close eye to make sure nothing is missing in the coming months
Just checked mine, YEA! $76 worth of rewards points up from $15
Awesome!!! My account went from $96 to $295 which is a relieve to know all that spending wasn't for nothing.
I'm glad to see others are seeing their accounts updated with the points they rightfully earned. Just make sure to keep a close eye on your account to ensure that you aren't missing anything with future spending.
I'm glad to see others are seeing their accounts updated with the points they rightfully earned. Just make sure to keep a close eye on your account to ensure that you aren't missing anything with future spending.
Mine just went up another $21.00, must be an ongoing thing.