So long story short I was applying for a CS position with AMEX and I found out some interesting facts during the process (didnt get the position, though!)
During the screening process you go through a simulator of customer calls, and one of the situations was a customer upset that their APR got raised. They basically said it happens after an Account Review, which is caused by a change in your credit history or payment history (missed payment).
Another situation was a customer upset because their NPSL card declined. For this one, they explained that even though the card does not have a pre-set limit, Amex does montior your spending habits and if you try to spend outside of what you typically do, a hold will be placed on your account until you make a payment.
I've seen people mention A/R before but has anyone encountered a decline on their NPSL card? I've been declined for a card and job with AMEX so I have no idea how they work lol
@chadwick wrote:So long story short I was applying for a CS position with AMEX and I found out some interesting facts during the process (didnt get the position, though!)
During the screening process you go through a simulator of customer calls, and one of the situations was a customer upset that their APR got raised. They basically said it happens after an Account Review, which is caused by a change in your credit history or payment history (missed payment).
Another situation was a customer upset because their NPSL card declined. For this one, they explained that even though the card does not have a pre-set limit, Amex does montior your spending habits and if you try to spend outside of what you typically do, a hold will be placed on your account until you make a payment.
I've seen people mention A/R before but has anyone encountered a decline on their NPSL card? I've been declined for a card and job with AMEX so I have no idea how they work lol
I have read articles about people this has happened to. They were never late with payments or anything and just assumed they could charge however much they wanted as there was no limit on the charge card in their mind. Then they tripped the internal limit and were at a restaurant and the card was declined and they called in and were told they had to make a payment before using the card again. Honestly, I find it tacky of Amex to behave that way. If someone is coming up near their internal limit they should email/call them to give them a headsup, instead of letting them get declined in front of a merchant.
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@myjourney wrote:
@chadwick wrote:So long story short I was applying for a CS position with AMEX and I found out some interesting facts during the process (didnt get the position, though!)
During the screening process you go through a simulator of customer calls, and one of the situations was a customer upset that their APR got raised. They basically said it happens after an Account Review, which is caused by a change in your credit history or payment history (missed payment).
Another situation was a customer upset because their NPSL card declined. For this one, they explained that even though the card does not have a pre-set limit, Amex does monitor your spending habits and if you try to spend outside of what you typically do, a hold will be placed on your account until you make a payment.
I've seen people mention A/R before but has anyone encountered a decline on their NPSL card? I've been declined for a card and job with AMEX so I have no idea how they work lol
Sorry you didn't get the job
Question what resolution would the call be about the APR or did they not give you that info?
Situation: Customer unknowingly signed up for paperless billing. Missed payment because they were expecting a paper bill. Gets an email that their APR went up because of a missed payment. Calls in upset.
Solution: Acknowledge and empathize. Offer to customize alerts for the customer to remind them when payments are due, or walk them through how to change back to paper billing.
(that's AMEX's "ideal" resolution)
They did allude to being able to reduce APR's, but it's probably not something they will just offer, you'd have to be persistent or escalate to a supervisor.
@Tuxedo77 wrote:
Hard to believe a cardholder couldn't call AMEX and ask what there 'NPSL' 'Limit' is each month?
I'm assuming they do it as a form of fraud prevention and risk management, so it wouldn't be public info but would make sense to have something in place to alert the cardholder if they're approaching their limit, especially if AMEX doesn't explain what NPSL really means...
I'm sure people have been declined for a purchase on a NPSL card but it probably is rare. I've charged some large items (see siggy) and would not have been surprised if I was declined but they were all approved. Whatever their internal limit is it's more than double any of my CC CLs. I also do not have regular, large charges. One month it might be 1k another 7k or much more rarely 20k or 50k. They have always been there for me.
OTOH, my old Citi secured card declined me when I tried to make a 20k purchase and was within my available credit. Spent almost an hour on the phone with their CSRs who could see no reason why it was declined. They eventually fixed it after tracking it down to some obscure policy Citi had implimented in software that applied to secured cards and was likely related to their decision to drop the max CL on new secured cards to 5k from 25k.
So sure there is a limit somewhere with NPSL cards but so is there with other CCs and sometimes it isn't what is reported.
As an aside, Amex does have a "Check my spending ability" button which one can use if in doubt about a large purchase.
