AmEx is harrassing me

[ny biker]

For the past month, I've been getting phone messages from American Express. They're recordings saying that they're calling about important business and I must call back immediately.

I haven't used my Amex card in over 3 years and I have a zero balance. But I call them back anyway to make sure there is nothing wrong with my account, and to try to convince them that they should stop calling me. Everyone I speak to there agrees that there is nothing wrong with my account and they are really trying to reach someone else who used to have my phone number.

But the calls keep coming and now they're calling twice a day. Today I was actually home when they called and I spoke to someone who told me the name of the person they want to reach. I told him I am not that person and they will never reach that person at the phone number they are calling. I don't know him and since I've had this phone number for about 8 years now, there is no way they'll ever reach him if they keep calling my number.

Then I went out for a few hours and when I got home, there was another message from them on my machine.

So here's the kicker - when I call them back to tell them they are wasting their money with all these phone calls and they are not reaching the person they want to reach, they are phenomenally rude to me. Twice they've hung up on me -- not accidental disconnects, but actually intentionally hanging up on me. They're treating me like I'm the villain. Yeah, I'm frustrated and it's coming through in my voice when I try to explain this long story to them. But it's hard to remain friendly when their answer is that I just have to live with it because they are either incapable of solving this or they just can't be bothered to try. And it blows my mind that they apparently are trained to deal with upset customers by being rude to the customer and then hanging up on them. And nowhere in this whole mess has it occurred to any of them that I was a good customer for years and they might want to actually solve this problem because it might get me to be their customer again so they could make some money off me. They are completely content to spend money calling me, and spend more money on my calls to their 800 number, and all the while never actually getting the money that this other guy owes them.

Yesterday I managed to find one person there who was actually nice, and she spent quite a bit of time trying to figure out how to make the phone calls stop. Until finally she confessed that she was starting to get upset and frustrated because the people she was talking to, her own co-workers, were being totally unhelpful to her.

I used to think American Express was a well-run company that put an emphasis on good customer service. This is clearly no longer the case. They are now the most rude, unhelpful and downright abusive company I've ever dealt with.

And I fully expect at least two more messages from them tomorrow, and more the next day, and more the day after that. It's never going to stop. They call in the morning and wake me up and they interrupt my meals. And they just don't care.

Membership has its privileges. Yeah right. Privileges like being harrassed and insulted.

Thank you for letting me vent.

[Mr. Bloom]

There's nothing more frustrating!

Federal Law requires that someone take you "off the list" if you specifically request it. You probably need to be clear - "Please take me off your list".

I believe there are exemptions if you have a business relationship...but my guess is that it's a grey area for marketing cross sells.

I gave up American Express 20+ years ago and haven't missed it a bit...cancel the card and there's no longer a "business relationship" exemption.

[Zen]

Contact the Federal Trade Commission (https://www.ftccomplaintassistant.gov/)

[Irulan]

If you have signed up on the Federal Do Not Call List, they are in violation. Ask for thier name next time and submit them to FTC. Or call the phone company and ask for a block for harrassment.

[Irulan]

oh, and cut up your card, send it back to them and ask them specifically to close your account.

[Eden]

It could very well be that you are not dealing with AmEx, but a 3rd party debt collector. They tend to not take "really you are calling the wrong number" seriously at all... they figure you are just lying to them and continue their harassment...

Of course if that's the case it really does not excuse AmEx for dealing with a company like that, but it could explain why its so hard to get it resolved, especially if you are calling back the number that is being left on your machine.

[Zen]

It could very well be that you are not dealing with AmEx, but a 3rd party debt collector.

Bingo.

i know you don't owe them money but take a look at this (http://ezinearticles.com/?How-to-Stop-Harassing-Phone-Instantly&id=474724) anyway.

And contact the FTC.

[PamNY]

Write a snail mail to the CEO. Sometimes that works wonders. A polite, literate letter to the CEO of Time Warner produced excellent results for my household.

It's certainly worth the cost of a stamp.

http://money.cnn.com/magazines/fortune/fortune500/2008/snapshots/2493.html

Small irony: I biked right past his office today.

Pam

[Tuckervill]

I'm with Eden...are you sure you're talking to AmEx, and not their third party collectors? If they really are in a division of AmEx, then the collection people are just rude and persistent, because they have to be, and they're under the gun to collect as much money as possible.

At any rate, I'd tell them to put it all in writing--what the debt is and whose name is on it, and everything they know. When you get the letter, put it writing that you don't owe the debt and send it back. Google the Fair Debt Collection Practices Act--it's all spelled out in there.

My feeling is this is NOT AmEx--it's a third party, probably not even third, but maybe fourth or fifth. A zombie debt, that is expired or what-have-you, but the low-life collections agencies just buy the numbers and try to collect. They hope through intimidation and harassment and calling enough people enough times, they'll score enough money to make it worthwhile. Don't deal with them by phone anymore. Tell them to put it in writing and then ignore the calls. They're only calling because you answer or call them back. I don't think you'll get it in writing, because they don't want to deal with people who know their rights.

Karen

[OakLeaf]

Here's what I'd do if I were in your position. Get a snailmail address next time they call. Write them and tell them that they're in violation of 15 USC §§ 1692b(2), 1692c(b) [presuming that you are not the debtor/consumer, which you are not]; that you do not wish to receive any further communications from them; and that if they communicate further with you under the assumption that you are indeed the debtor/consumer (except to the limited extent provided), they would be in violation of 15 USC § 1692c(c). Send it certified mail, return receipt requested.

Also write separately to American Express at the contact address you have on your card. Tell them that their debt collector is in violation of the first two statutes, that AmEx has provided inaccurate/outdated information to their debt collector that they've failed to cross-check against their current accounts, and that you will cancel your account if you don't receive confirmation within 30 days that the matter has been resolved.

Caveat as always, this is not legal advice, I haven't practiced consumer law in over 15 years, and I'm currently on inactive/retired status.

[Duck on Wheels]

My mom was getting some calls like that. Turned out the error was really quite simple: They had the wrong area code number, and probably also a couple other numbers switched around. Of course, this could also have been an intentional deception on the part of the mystery debtor. I forget who it was calling my mom, but it stopped as soon as we actually picked up once and there was a person on the other end to whom we explained that they had the wrong number. I think it was simple enough since the address they had clearly did not match the area code. Also, it wasn't AmEx. Sounds like that may have helped. :rolleyes: So yes, if only for their own sake, AmEx needs to clean up their act here.

And I agree that OakLeaf probably has the right approach. Not that I'm a lawyer or ever played one on TV, but these don't seem to be simple marketing calls, so "get me off your list" probably won't help. AmEx has a right to call their own customers, even to repeatedly call those who are in arrears. But to do that they need to be sure of the number they're calling. And they'd be better advised to remain polite, but ultimately that's their own problem, as in: Thanks for the warning; I'll stick with the cards I have and not get entangled with AmEx, thank you very much.

[Fujichants]

I hate American Express. They cut my credit limit from $33,000 to $13,000 for no apparent reason and didn't even bother to call me or send me a letter or an email about it. When I called to find out what was going on, they told me it's because I shop at places where the vendor doesn't pay Amex back, or it's because I live in an area with a high foreclosure rate. What does this have to do with me, and why am I being punished for it?

So it's comical that they keep calling you despite the fact that you told them you now have that person's phone number, when they couldn't even give me a call to let me know of my credit limit decrease.

I only charge what I can pay in full that same month, so having such a high credit limit isn't really necessary, but it will still make an impact on my credit rating.

I hate to say it, but they are incompetent and they do deserve to go bankrupt. Especially with their crappy customer service.

[jesvetmed]

I hate to say it, but they are incompetent and they do deserve to go bankrupt. Especially with their crappy customer service.

Ditto. I had it out with them over 10 yrs ago and have not missed them one bit. They were rude as heck to deal with . Never again.

[Flur]

I'm relieved I've never had a relationship with them. Many years ago when I was only a year out of school they sent me a "pre-approved offer". I'd heard that "everyone should have an amex" so I submitted the paperwork to get my card, and they sent back a denial letter. It left a bad taste in my mouth, so I've just never chosen to get one of their cards.

My last job was at Ameriprise. I didn't start working for them until after the split with Amex, but if Amex is as "well run" as Ameriprise it's no wonder things like this happen.

[aka_kim]

Ditto. I had it out with them over 10 yrs ago and have not missed them one bit. They were rude as heck to deal with . Never again.
Double ditto! I had an unbelievably frustrating battle with them 8-9 years ago over fraudulent activity on my account. It's amazing to me that they haven't driven away all their customers yet.

ny biker, I hope your problem is resolved soon.

[Tuckervill]

That's weird. We've had an AmEx account since 1986, and all our dealings with them have been A+ number one, no exceptions. Even when we forgot to pay the bill! Oh well. I don't use their services anymore (since about 2003) but I still have one of their cards.

Karen

[OakLeaf]

I'm through with Citibank, but that's another story. :rolleyes: They replaced a card I'd had for some 20 years with another card because I wasn't using it enough. Well, okay. But they also cancelled my online access to the account, cancelled my paperless billing, mailed the first bill to a P.O. Box that had been closed for 8 months (which the address on the former account had been updated; luckily it's a small town and the Post Office forwarded it "under the table" so it reached me before the due date), and then they wouldn't let me establish new online access to pay the bill. "That website is brand new [they'd sent me the card five months earlier]. We're working on it." No wonder they're going under.

[Possegal]

Bank of America made it so that I can no longer pay them through their website. I have to have a checking account with them to do that. Well I like my bank, don't need their checking account, thank you very much. :) So I'm trying to pay it off and then be done with using it. OY, should pay them all off and be done, that's the long term goal.

I know many folks that have had their credit lines cut, that's happening all over and regardless of credit rating. In fact, all the people I know that it is happening to are ones that don't carry a balance. One day I hope to not carry a balance too, add it to the 09 resolutions (dang that is a long list).

I've had my phone number for 8.5 yrs and I think up until a couple years ago, I was still getting calls for the person that used to have it. Somehow I think they may have changed their number due to some credit issues. It was quite annoying. I just bought a fridge and the store plugged in my phone number and up came this guy's name and address. I can't escape him! :)

[Crankin]

I also have had A+service from Am Ex. Even when my husband's card # got stolen and someone was using it to buy porn videos... they actually helped figure out that's what was happening and sent it on to the police.

[Irulan]

Put me on the Amex sucks list. I forget at the moment why we closed our account with them, but they pissed us off for some reason about 20 years ago, never gone back.

[Mr. Bloom]

Quoting the source:

Placing your number on the National Do Not Call Registry will stop most telemarketing calls, but not all. Because of limitations in the jurisdiction of the FTC and FCC, calls from or on behalf of political organizations, charities, and telephone surveyors would still be permitted, as would calls from companies with which you have an existing business relationship, or those to whom you’ve provided express agreement in writing to receive their calls. (http://www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt107.shtm)

This is VERY poor practice, but it's not a collection call...it's a sales call...not illegal...just very tacky

You need to contact the number on your card and "Opt Out" on any cross sales endeavors. Don't call the telemarketer...that's likely not AMEX...call AMEX or do it online - see #31 on the link

[lunacycles]

Signing up for the Do Not Call Registry clearly stops a lot of telemarketers (3 months later...), but definitely not all, as mister implies. The current bane of my home phone existence are sales calls that have not a human behind them, but some &*%$ pre-recorded message. You can "opt out", supposedly, if you answer the phone and press some button on your phone when the pitch is over, but if they pile up on your voicemail--as I let them do--there is no way to stop them. Lately it has been Dish Network marketers (I loved Dish, but no more...), and lots of "refinancing" folks. ARgh.

[Aint Doody]

American Express has always been great in my book. I've had them remove charges that were questionable right away.

[Selkie]

I've noticed that customer service, in general, has declined across the board in the last several years.

Don't get me started on our recent experience with comcast.

[Flur]

I'm through with Citibank, but that's another story. :rolleyes:

They just upped my rate so I'm PO'd at them too. And I'm annoyed with MBNA too. It seems like none of them are handling the economic crisis well.


OY, should pay them all off and be done, that's the long term goal.

+1. I'm more determined than ever to get rid of all my credit cards, keeping one for online purchases that will be paid off right after they're made.

[Geonz]

I started using my ATM card and paying for things in cash, even when it was big, at places like my LBS. WHy should the credit card company get 3%?

I think the formal legal option is best, too... give up trying to educate them. Cut it up and send it back.

[Mr. Bloom]

It seems like none of them are handling the economic crisis well.


Here's what's happening
- Credit Card companies depend on selling receivables to investors in pools to raise cash
- No one trusts the sellers anymore:mad:(me included) and everyone's concerned about the american consumer
- So, credit card companies can't sell outstanding receivables right now.

Credit card companies then have to maintain capital against their receivables and unfunded commitments.

So, they can't sell their receivables -therefore- they need to maintain much more capital (at a time when no one is willing to invest in financial institutions)

And, they need capital against unfunded commitments (which they don't make income from).

Therefore, they have a serious capital problem and need to start shrinking either receivables or unfunded commitments or both...and this further fuels the crisis.

So, don't take it personally...it's part of a vicious and unfortunate cycle that becomes a self fulfilling prophesy...

[nancielle]

It could very well be that you are not dealing with AmEx, but a 3rd party debt collector. They tend to not take "really you are calling the wrong number" seriously at all... they figure you are just lying to them and continue their harassment..


That's what I'm thinking; it isn't AmEx at all. I've had this happen on way too many occasions, for people I don't know and the rudest of people on the other end. If you have caller ID, try plugging their telephone number into a search engine. Nine times out of ten the number came up in the search (along with an address) and I've filed complaints with the Consumer Protection division of the state's attorney general's office in my home state as well as the state where the collection agency is located. Haven't had any of those calls in a while.

[gingerale]

I've had it happen. Not with AmEx but another one. They told me to hold on for more info to speak to someone. I did once and when they answered I asked them to stop calling me and the person hung up. They did it another time and I told them I was going to report them and they hung up again. They finally stopped calling after that last time.

[Bluetree]

From the Atlanta Journal-Constitution in December:

Card companies adjusting credit limits
For some, lowering based on where they shop
By CARRIE TEEGARDIN
The Atlanta Journal-Constitution
Sunday, December 21, 2008

Kevin D. Johnson returned from a dreamy Jamaican honeymoon in October eager to check out wedding photos and help his new wife open stacks of beautifully wrapped wedding gifts.

Before getting distracted by the fun stuff, the 29-year-old entrepreneur opened the mail. Johnson’s mood soured when he got to a letter from American Express, saying it had slashed the credit limit on his account.

Johnson was surprised, since he has a perfect payment history and a high credit score. And he was floored by one of the reasons American Express cited: It didn’t like where he shopped.

“Other customers who have used their card at establishments where you recently shopped have a poor repayment history with American Express,” the letter said. Johnson complained to American Express by phone and letter.

“That doesn’t have anything to do with whether I’m a paying customer or not,” he said in an interview.

Johnson checked his charges to try to figure out what might have raised a red flag in the American Express data-mining model. He didn’t see anything but typical transactions, including purchases at Amazon, Ruby Tuesday, Wal-Mart, Starbucks and Federal Express.

“I understand the need for and the power of predictive analytics,” Johnson said, “But I think they have crossed the line.”

Link to full story (http://www.ajc.com/news/content/business/stories//2008/12/21/creditcards_1221.html?cxntlid=homepage_tab_newstab&imw=Y)

[grey]

AmEx has always treated us extremely well. We've been cardholders for nearly 10 years now, and they've been good to us. Super friendly.

Other companies are on my crap list: Citibank and BofA could both drown in their debt and I'd be a happy American. I've had arguments with both, and closed both accounts.

Really though, the answer is not to even deal with credit card companies.