Dogman....what happened w/Amex ?

Here it is - I hate this honesty part LOL!

I dialed the 1800 THECARD - and put in my SS# - declined for APPLICATION FOR PLAT CARD!
I did not know I applied - the PLAT dude never mentioned it was more than an upgrade - and that he would take care of it.

I hit the ceilng, dialed back to retention - and accused them of POINT BLANK misrepresenting me getting the card.

I got a supervisor who told me she was sorry, but nobody with a past BK on record would get a card - I told her I expected the card in 5 days - and that the guy told me to keep using the Green until the Plat arrived. I told her I was going to formally complain at EXEC OFC. She would not give me that number.

I went to the WEB, dug up the NYC number, and complained, and then complained to the Exec Ofc - they didn't care.

SO - I still have the Green Card.

Done with these folks for a while -
that's it - best dogman

 

Man Dog

I am so sorry this happened to you. It appears Amex reps have a habit of misrepresenting the actual facts

But Cheer up, you have come a LONG way, health and credit wise and more good things will come, and you truly deserve it all

 

Re: Dogman....what happened w/Amex

I'm actually ticked off on your behalf, dogman... It's strange to feel angry for someone I've only met in "cyberspace," but anger is definitely the emotion I'm feeling.

Even though I have an AmEx Blue, I have never been someone who respected American Express like so many others do on this board. A review of several consumer sites reveal that AmEx's so-called "world class customer service" has proven itself time and again to be inferior to what you get from Citibank or even from Capital One. Without reigniting the AmEx wars here, I'm just going to say that I'm not surprised that you were treated this way. Probably the worst thing they did to you was demonstrate a total lack of sensitivity to your feelings ("they didn't care"). What I'm hearing is this:

1) The initial young man lied to you when he promised an AmEx Platinum as an "upgrade" as opposed to an "application." Customer service reps get commissions when they are able to induce new credit applications.

2) They obviously checked your credit (ref. the BK, etc.) without informing you regarding the additional inquiry(ies).

3) The woman in retention refused to provide an escalation complaint channel, which I think is particularly infuriating to any customer. "I am the last word on this, sir" is never a good answer and certainly is not a hallmark of the "world class customer service" they advertise.

4) The executive office demonstrated profound disrespect by treating you as if you weren't a customer who mattered.

My problem is not that they would deny you a Platinum Card when you have a BK on record (even though I certainly wish they would). My problem is the amateurish and contemptuous way they treated you throughout the process.

I'm sure the AmEx defenders will respond in droves, but I will continue to maintain that the AmEx mystique just simply does not live up to its reality.

Doc

 

Yeah....I totally know how you feel. Everyone on this board knows that AMEX has sold me the most *WOLF TICKETS* ever of all time (meaning, they said they were going to do something but it never happend and the cycle repeaded)!

Yes Amex reps do have a habit of misrepresenting the actual facts over there in the retention department. I'm not going to stick up for them. I honestly believe that the rep really did do the upgrade on the computer for you (so he thought). Maybe he didn't realize that maybe you can't upgrade without an app (or pulling credit) unless you get an invitation (but the computer didn't stop his request). That's lack of knowlege perhaps. Then when the computer went to process it later on, it probably rejected it and propted for manual review, thus resulting in an application? and/or your credit being pulled. I don't know how they could do an application on you with out you giving them info. However, I can see them pulling your credit if you are an existing customer.

The bottom line remains this: AMEX has it's flaws like any other company but once you get in and get in the right place w/ AMEX, you will be o.k. It's getting in and getting settled that's tough sometimes.

 

Re: Dogman....what happened w/Amex

Well, I have AmEx and I'm satisfied, for myself - but I have been in your shoes (CapOne reps do this all the time also) and I have learned - I don't trust any of them. And the way you were treated leaves a really really bad taste in my mouth.

Did the rep tape record anything? It's my understanding that if it is a new application for credit, they have to tape record your agreement.

I think I would take that letter declining you and try to file a complaint with CA AG's office, and state that it was never disclosed to you that this was an application for new credit. Lord knows, they don't want to tangle with CA and their pro-consumer stance. I would also file with BBB and FTC and anyone else you can think of - raise a stink.

 

Re: Dogman....what happened w/Amex

Breeze,

Then last time I tried to do the Secured Optima --> Gold Charge, AMEX pulled a SHAKE MOVE! AND THE CONVERSATION WAS RECORDED! The rep asked if he could tape record the agreement that we had (that he would close the secured card and issue a Gold Charge). After 3 weeks and my card was no where in sight, I called new accounts, they 3wayed w/ retention, etc. Bottom line is that the rep didn't know the policy and for me to get the card, I had to do an app. O.k. fine! So I did the app...and they were like, TOODLES (meaning no card for MP$40). I was like, huh? What??? What about my past history as a customer? OH....AU's don't receive ANY credit since they are technically NOT responsible for the account. The secured card beared LITTLE if NO weight in the decision. I was FUMING! I thought that since this was a mishap, that they would go ahead and override and issue the card.....SIKE! That's the part that really pissed me off. O.k. so there was a breakdown in the process...at least compensate me for my troubles as a courtesy! But NOPE!

Don't get me wrong....now that I'm a *real* customer, I have never been so happy and impressed with their service.

 

Re: Dogman....what happened w/Amex

THX to all you guys - and obviuosly, I would not have posted to the world that I was actually gettiong a PLAT in 5 days - if I had not thought that was the case.....

Haven't even received the bounce letter yet - grrr!

THX kids - and yes, thx for helping me remember I have come a long way - regardless of AMEX's opinion!

best regards - dogman

 

Re: Dogman....what happened w/Amex

If they do tape record apps, then a complaint to the AG could be followed up on (scuse the grammar). They can get the tapes. I have had those kinds of investigations done when I sold insurance over the phone (I was always cleared). I had an AmEx rep fraudulently enroll me in one of their services - I tried to go after they guys job but AmEx threw up a brick wall, and claimed they did not record telemarketing sales (what? they have no quality procedures in place?).

I agree, generally speaking, I am satisfied with AmEx, but they aren't perfect.

Sheesh the CapOne retention agent lied to me!!! And Citibank's CSR's can be extremely rude. I think success is the best revenge, but when I have been able to go after someone's job for $hit like that, I have tried!!! They ruin their own company's reputation.

 

Re: Dogman....what happened w/Amex

Dogman,

Srry to hear about your amex situation. Are you still going to keep the green card? I guess my viseral reaction would be to drop the card, but you are still probably better off with it. Who knows, after charging regularly on the green for a while longer they may relent and upgrade you.

 

Re: Dogman....what happened w/Amex

ENJOY YOUR VISIT TO...

WWW.AMEXSUX.COM

...a community of people who have been screwed mercilessly by American Express.

Doc

P.S. I especially enjoyed the person who posted the following on that board: ...When I explained my confusion to her she said said there is no record of another card.  I read her the account number and she said " That's just a Costco card."  When I said it said platinum right on the face of it, she responded with an unbelievably short tempered teen age brat of a voice loaded with attitude, "The card may be platinum in color but it certainly is not a Plaaaaatinnnnummmm card.  So what do you want to do... downgrade to another card or just cancel right now?"

 

Re: Dogman....what happened w/Amex

I'm sorry to hear this... Amex has screwed around with me many times making false promises like this too. You're not alone if that makes you feel better..

If you don't have something in writing from amex, and they choose not to do what they say, they will stand firmly behind their policies and screw you in the process..

For this reason alone, my accounts now sit idle at $-2 balance.

Amex if you are reading this, you guys are doing folks wrong, and thats the reason Citibank is getting all of my business ($25K/year in charges) right now. They stand behind their words, don't make false promises, and have that s**t together.

Wonder why Amex business is suffering so much lately, well here's a damn good reason..

 

Re: Dogman....what happened w/Amex

Doc....don't get it twisted. There's a web site like this for just about every credit card issuer. Don't act like AMEX is the only one with problems.

When I wanted to get the Fidelity Platinum Plus MC, people warned me about MBNA. I took that into consideration. I have had NOT ONE PROBLEM with them EVER! They have treated me well beyond exceptional. One time, they stayed on hold with me for almost 1 hour to get through to MCI WCOM regarding my cell phone and the payment they claim they never received (which was paid for with my MBNA card).

AMEX appears to have developed the "Love to Hate" syndrom. They are the company people love to hate. But conduct a small survey (like I did) and everyone and their grandma wants a card from them! Go figure...

 

Re: Dogman....what happened w/Amex

mp$40 their cards look good in the wallet, just not on the books .

My only gripe is their customer service is cruddy, they make promises they can't fullfill (poor training), and their web site sucks majorly. It changes every other week, and its a mish-mash of many technologies with the only thing being consistent is the inconsistency.

But you are right everyone wants one, but now that I have two, (and many other banks) , i hardly ever use them.. Thank god they let you ping ping across products (like mbna) to continually get promo rates. Otherwise i'd have ditched them.

The BVG on my gold is the only reason i got that. I'm gonna rape AMEX for the full $1000 BVG benefit in the next year with all my electronics purchases.

cheers!

 

Re: Dogman....what happened w/Amex

Oh, I agree with you entirely. Practically every credit card company has its naysayers and website. Where we disagree is simply where I was offering my personal opinion (to which I, like you, am certainly entitled), and my personal opinion is this:

American Express customer service is far worse than most. Its major benefit -- its status -- is a house of cards built on excellent marketing rather than excellent service. Its cost-to-benefit ratio is ridiculous.

Now, that said, MP$40, I fully understand that others may disagree. However, please don't tell me how I should word my postings. We may have differing opinions, but I hardly think either of us has the right to suggest how we should go about expressing those opinions. Thanks.

Psych "AmExSux" Doc

 

Re: Dogman....what happened w/Amex

THX all - yes I will continue to use the Green Card.
Again, I can't screw around with a hotel putting a hold on my MCs/Visa - LOL!

many thanks to you all - two days later, life will go on without the Dog having a personal Platinum Concierge.

I will call MP$40 who can then call LOL! They are a good company - and we know they are selective - to a degree....

aarrffff - dogman

 

Re: Dogman....what happened w/Amex

{{{{dogman}}}}

Doc

 

Re: Dogman....what happened w/Amex

O.k. "don't get it twisted" is a figure of speach (slang perhaps?) meaning don't act like AMEX is the only one with problems. I was NOT trying to tell you by any means on how you should word your posting (you word your postings far better than most here, fair enough!). Your opinion is your opinion and you have every right to say what you feel. Was I really suggesting how you should go about expressing your opinion? If so, then my bad...that was not my intention. You didn't have to go changing your signature either based on my comment. It wasn't that crucial but do as you please. It's YOUR right, right? Don't think I haven't visited that web site before. I have....and it blows my mind on some of the complaints that I read. Makes me wonder...but I'm not going to pick a credit card issuer based on the fact that they have no type of web site like that cause if I did, I would have NO CARDS!

 

Re: Dogman....what happened w/Amex

Psych - I think that site is funny as hell - of course now, I will spend hours reading old Cross Country Bank slams from 1998....

aarrfff - dogman