Quote Originally Posted by Becky View Post
Dear AmEx,

I sincerely hope that the application procedure and ensuing debacle is not indicative of your normal level of customer service. My poor DH has made 5 different phone calls, talked to at least 6 different people, been told at least 3 different things, wasted at least 2 hours on the phone, and we still don't have a resolution to our issue.

The letter to your executive office is going in the mail just as soon as we get our promised phone call on Monday. We've never been treated so poorly by a financial institution, and someone needs to know about it.

Sincerely,
So Angry She Can't See Straight
I used to get great customer service from AmEx, but I had an incident recently that made me really wonder.

Last April, they detected fraudulent activity on my card (this part I really do appreciate). They closed the account--or so I thought--and issued me a new card. A couple months later, I mistakenly used the old card number to pay online for travel insurance. Just as I hit the submit button, I realized my mistake and expected the transaction to not clear. Suprisingly, it did. My first call was to the travel insurance company, which told me to contact AmEx.

The explanation that I got as to why the transaction went through was wholly unsatisfactory. They told me that it must have gone through because the insurance company had my number on file and/or because AmEx recognized them as a vendor I'd used before. The company did not have my card number on file and what does it matter if I had used the vendor before? Either the account is closed to further use or it isn't. What good does it do to close an account if the card can still be used? I ended up talking to the fraud department and they could not give me any better of an explanation. Maybe it was a fluke, but it bothered me. And their assurances that I won't be liable for any fraudulent purchases didn't fully appease me.

Anyway, I hope you get your issues with AmEx resolved to your satisfaction.