AmEx's executive office calls me back, twice

The same day I published a post about American Express not contacting me after 130 days and not restoring my credit line, I received a call from American Express’ executive office.  I was unable to answer the call because I was preparing to give a speech entitled “New Credit Rules for a New Economy” to a hospitality and travel industry organization.  The customer service representative left me a message. I was eager to find out what it was.  

Since this whole ordeal started five months ago, I have learned not to get my hopes up about American Express admitting its wrongdoing to me or even restoring my credit line.  The company has done a complete volt face; its customer service has taken a major turn for the worse.  Given this precipitous decline, I called expecting nothing, and that is exactly what I got. 

The representative addressed me as if it was the first time we talked.  After acknowledging my request to restore my credit line five months ago, she immediately and smugly asked me for tax returns and other documents to prove my personal income and my business’ revenues. Before I even considered doing that, I wanted to get more information about several things including veil piercing and data-mining.  She had no answers and stuck to her script.  I politely declined her request and hung up.  (After learning a few days ago that my documents would have likely gone to India for processing, a huge security risk, I am glad I didn’t oblige.)

I got another call today.  A representative phoned me while I was on the plane to Maryland to testify in the bill hearing tomorrow.  Their timing is impeccable, right?  She left me a message acknowledging receipt of my November letter to C.E.O. Kenneth Chenault, but had more of the same old news.  I called her back and she said, “I am sorry, Mr. Johnson. We cannot restore your credit line...”  I didn’t say much; I just listened.  Shortly afterward, I thanked her politely and hung up, eager to get lunch.   

I don't blame them, for they are just doing their job, but every time I ask for Mr. Chenault or someone who can answer my questions, I get nowhere. 

Comments

[Tina]

http://disappointed-americanexpresshelp.blogspot.com/

[Suzanne]

I went back to cash only about two years ago. Couldn't be happier and haven't missed the plastic at all. Now, what I used to pay in interest goes into savings. Send them all packing...if they can't treat the consumer fairly and ethically, ditch them just like you would any other low life who happened to be in your life.

[Daniel]

Hiroshi,

I agree...Americans can live without AMEX....

[Mary Schmidt]

Ah yes, Am Ex. One of the biggest and most clueless of the Big Clueless Companies. If it weren't for the domino effect on our teetering economy, the best thing would be to let the BCCs die a well-deserved death.

When I received the form letter canceling my two cards, I didn't even bother to call them (who needs to waste that time and get that aggravated?) - because I DIDN'T NEED the cards anyway. Hadn't used them in oever a year.

I'm hopeful that things will change - with people like you stepping up and speaking out. (Along with the rest of us also posting on blogs, cutting up cards, and writing Washington.)

Good luck!

[arizona Bill]

Kevin,

I am surprised they called you back but not surprised they did not help you resolve the problem they created. Did you offer to share this problem with your attorney general or your personal attorney?
I was in the retail business for 20+ years and refused to take AMEX because of the outrageous fees.
I am one of the freeloaders ( pay in full in 30 days) that you talk about. My card is through Costco and I do not plan to renew this year because AMEX is in big trouble. That being said I do not see any meaningful regulation from the "BOYS" in washington while they are all on the payroll. They will never bite the hand that feeds them. Your website is worth its weight in gold (not AMEX) for those of us that hate "THE SHARKS IN SUITS"
Please, Please, keep up the good work.

[Holly]

This issue seems to be a "bleep" on the national news radar-- then dies out? Why is that?

I would think in light of our current economic conditions it would be the "highlight" of all national news --- I'm curious about why it "fades away"????

Question -- why is it that the national news starts it up and then let's it die?

[Holly]

Kevin,

At least your acknowledging that you --too -- get nowhere when trying to contact AMEX Executives. At the rate they are going the Exec's should be taking any and all calls.

Interested in learning more about your flight to Maryland to "testify in the bill hearing tomorrow"?

[DW]

I called AMEX today and closed my business account. Our shop no longer accepts AMEX as a form of payment. I KNEW they would ask me why and I was happy to tell them. I stated that their company was imploding and I was one of the tens of thousands of people whose accounts were cancelled for bogus reasons. If they chose not to do business with me, then I chose not to do business with them. I also stated I hope KEN ended up in one of two places - one is very hot and one makes you wear a uniform. Not very nice of me now that I think about it, but then I remember what AMEX did to me two weeks ago. I also said I was sending letters to my 4500+ clients telling them we no longer accepted AMEX. AND we're hanging a sign that says, "We no longer accept American Express. Please ask us why." I thanked her for her courtesy and that was that. We're done.

I agree with Hiroshi - I don't NEED an AMEX card. A measly 1% back for some rewards I most likely didn't need anyway isn't going to make or break me. I'm back to cash, which is fine. I have credit cards for bigger purchases. I'm not defined by a little plastic card. Someone else will do business with me. It was convenient, but it really isn't necessary.

Who knew AMEX would be the next evil empire?

[Hiroshi Meshuga]

Amex is behaving stupidly. We can live without Amex cards. They could contact their customers and reduce their credit lines, even turn Amex into a prepaid card is they are unsure about the credit. There are many things they can do. They are just inept.