American Express

Supervisor finally called to straighten out the matter. Company reversed itself after I complained.

I have to agree with Max M and Matt D. It is not the first rate company it once was and they have become so disassociated with customers. I think you’ll be surprised at my story because I was dumbfounded that they would actually do this and although I am not a lawyer, I do believe that what they did might even be illegal. Hello? …Any good lawyers out there?
I had saved up my frequent flyer miles until I had earned enough to use them to book a ticket for a trip. When I tried to use my miles, they wouldn’t release the remaining few miles needed because they said that it was company policy that they would only release the miles by increments of (100 or 50, I forget exactly the amt) and since the number I needed to fulfill my ticket requirements was less than that, they wouldn’t let me use them for my ticket. However, they would be happy to let me buy the remainder miles I needed for $ 25.
Now let’s recap: I have already earned these points by spending money with their company, so by law, since my account with them is in good standing, those points are MINE and I earned them. I own them. They would not let me use them.
Forcing me to buy points from their company by holding up points that were already earned and in my account, feels uncomfortably close to extortion.
I had to pay them $ 25 to buy new miles because they wouldn’t let me use the miles in my account.
I let them know that they would be losing a loyal 25 year customer w a near perfect credit rating over this, but they didn’t care. The employee at the cancellation department didn’t care either.
This company has really changed from the one that I thought they were. I never would have patronized a company for so long had I known they used these unethical tactics.

I received my first American Express card when I was in college back in 1994. I upgraded to Platinum in 2005. In 2010, AMEX canceled my account along with about 65,000 rewards points. I was really disappointed. I really admired the company leading up to that. The Great Recession hit a lot of us hard. But what a missed opportunity for American Express to show some compassion for a once loyal cardholder.
Bottom line is that this company is not the first-​rate business and organization I believed it to be.
Sad.

They have become so dissociated from customers I just can’t believe this is the same company I grew up with. I’ve been a member since 1973. I cancelled my Platinum card because of poor service and unresponsiveness two years ago and only held on to a Gold card because I have partners in a company that used Amex for the company. I hold a personal Amex Costco card.
A couple of months ago I wanted to take responsibility for our company account and after too many phone calls and email I finally got approved (my credit rating is very high). In the meantime I went to Chase for a company credit card for our company which was apporved in 24 hrs unlike Amex (it took them a week to approve and even then, the only way I found out we were approved was by getting the card (s) in the mail.).
Today I wanted to cancel our companies Amex account. I tried 3 times on the phone and finally succeeded getting through their voice mail matrix only to get a rep that said I had to speak with a supervisor. He placed me on hold twice and apologized and the third time said he was not «allowed» to wait any longer but I was in cue and a supervisor would speak to me shortly. Of course after 20 seconds the call just «hung up» by itself.
I decided I was not going the phone route again so I went to our account on line and sent a secure email telling them the above. I just got an email telling me I should login to my account because they have a secure message for me there. I went to log in and I’m given the message «You are unable to access the Secure Message Center at this time because we are unable to find an active account for you that you have enrolled to manage online. For more information please call us at 1−800−528−4800.» Oh, yeah, like that’s going to happen! I had left my phone number on the message so they could get in touch with me by phone. I’m sure what they did in their infinate «wisdom» is cancelled my account (like I asked, finally) and then sent the email notifying me to «login» to my account. Duh! No one thought about the fact once it’s cancelled I can’t log in! After my experience with them you would think they could pick up the phone and call me — but, NO, that’s only what they want their clients to do. I guess it’s beneath their dignity. Amex, I’ve had it with you and the worst customer service ever!

further proof of amex’s awesomeness:
they are on twitter from 9AM-5:30PM ET M-​F assisting people (what a cool job, eh?) and sent me a message asking if they could help me out. I had written an update that they keep freezing my card on me and joked it was a sign I should stop spending money.
It HAS been giving me false anxiety thinking my card # was stolen when they do this — but I truly DO value the importance they place on fraud protection. They seem to more than any other credit card provider.
It was much easier to resolve this time (just had to call an automated number and confirm I did in fact attempt the online purchase). I had manually checked my online account and saw the freeze, but within 20 or so minutes after I had taken care of it, they had emailed me about the fraud alert, too.
Keep up the good work amex!

I accidentally missed a payment by a week, called to waive a finance charge, was told that I used up all my waivers since they count your entire history with them. Hmm… let’s see, first time it happened 10 years ago when someone opened a business account in my name and I was charged an annual fee… second time was when I had to open a new account to shop at Costco and even though they had my correct address on the application they sent the bill to the old address… Given, it was my fault this time, but I am chopping this card as soon as my membership is up for renewal. Nordstrom Visa rocks. Again and again in comparison with other cards there is simply no comparison… LOL… They are always gracious in situations like that because once in a blue Moon life gets in a way of being on top of paying bills…

it’s not just plastics, he’s my new best friend, and we’re strictly platonic!
i lost my card before my trip to new york. i called them up, they gave me a replacement card immediately so i didn’t miss out on any good shopping! i love you i love you i love you!
this is why i never leave the house without my amex card.

These guys are awesome! I was traveling recently and needed some travelers checks but every place else I tried of was closed — called, and in one of the busiest hotels in nyc, they stayed open and hooked me up! Don’t be fooled by the small office, they cover everything amex related and are super friendly… kinda busy, times square and all, but worth the traffic!