Can it really be possible? For some reason I remember writing just a few days ago about the amazingly terrible customer service at American Express. Oh right, now I remember… that’s because I did. Well like I said in that post (and no, I still haven’t actually talked to anyone in the Dispute Department, apparently they really don’t have phones) I have been a loyal American Express “member” for years now. I have never had any problems with them. Not one, zero… oh yah, I have never needed anything from them before. So the first time I need something back from them, now this makes two they have left me getting ready to cancel my account (I have to wait until the magical dispute department hopefully gets my money back).
So I am getting ready to leave for a vacation tonight with my family (don’t worry, I have some StopGeek posts scheduled for you all 
) and because American Express is fresh on mind I think, “Hey, I have all those rewards points from my years at American Express, I wonder if I can get a free rental car!”. I quickly type in the URL and take a look, guess what! I have enough points for a free car rental! All I have to do (according to the American Express Rewards center website) is make a reservation at Enterprise Car Rental, let them know I am going to use American Express Rewards and then go back to the website and order the amount I want and they will send my reward WITHIN 2 HOURS straight to my email!
Well this is great news! I do everything they ask and then go start packing (I only have 8 hours before we need to leave). Well, it has now been 6 hours and guess what? You guessed it, nothing from American Express in my inbox or Spam Box.
So, I call American Express and after 20 minutes on hold I am finally told that I will have it within 24 hours! 24 hours? I explain to the representative that their website clearly states that I will receive it within 2 hours. He says “I know, I wish I could change that.” Also, he can’t cancel it and the reward is non-transferable. He can’t even just tell me what the reward number is so I can call Enterprise and have it applied. Basically, from what he told me, tough luck. But the good news? I will definately have it within 24 hours. 
Well, this is it for me with this company! I am not going to worry about it until I get back, but I have already taken the scissors to all of our American Express cards. Hopefully, my fraud dispute will be settled when I get back and I can cancel all of my accounts. I am just in shock at how bad American Express is with customer service.
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3 Responses
Samantha from Australia
March 28th, 2011 at 2:19 am
1Save yourselves the trouble and get Visa. At least with Visa you’re going to be able to use it everywhere. My partner has a Black Centurion Card and it’s no good to him if it’s not accepted by merchants. He’s charged thousands of dollars a year in membership and is expected to pay hundreds of dollars in surcharges when he tries to use it at so many places. He’s called them up and said goodbye to them. Amex attitude toward their customers is terrible in Australia. The guy who runs Amex in Australia is rude and doesn’t respond to emails. He’s far too important to deal directly with customers. Wonder how he explains the loss of so many customers? Aren’t you supposed to retain customers?
Robert
August 2nd, 2011 at 10:52 am
2I have been a long time user of american express. I orignally got it after I saw how good the AMEX service was when I managed a store. Int he last year however AMEX has made it harder and harder to like them. Reducing the time to pay, obviously increasing fees, which were already high, to retailers thereby causing the card to be accepted at ever fewer places. I finalydecided to quit using the card. At this time after two months of inactivity the fee showed up and I decided not to pay. You would think after a couple of months AMEX woudl query as to why but no. So I called to cancle but deispite the fact that I wanted to cancel I am being aske to pay the fee, for what? So if I wasn’t inclined to keep the card before I certainly am convinced that I won’t use it now. AMEX now is only about the money and they can’t command a premium is they offer less than prememium service.
marius stranger
November 8th, 2011 at 12:08 am
3ill never more deal with am express. when i tried to cancel they said computer down cannot had to wait till next day. next day same story.
told them i report them and then they cancelled and said i would get an email. no email called them after a week and they had not cancelled anyway. i think they cancelled this time but who wants to deal with a bank who act like this - no more american express for me ill use other airlines from no on. plus shops refuse the credit card because of too high fees also yearly fee is twice as high as other cards i have. this company is no good if u ask me
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