America Express #epicfail

Before I embark on giving you some facts about a terribly bad customer experience I recently endured, if you are a regular reader of this Blog, you will know I only write about positive stuff to uplift us and make us smile.

So why am I writing this now? Well, hopefully the company in question and other organisations might take note and realise who the actual customer is and treat us as such without the bullshit lines of “our customers are I highest priorities”, or something else along those lines, which are often read from a script.

I have been a happy customer with American Express for a number of years and never really had any issues, until last week.

It started with two emails stating their had been some attempted fraudulent purchases on my card. I ignored them as it wanted me to click a link, which could of been a phishing email attack.

The following day was time for me to make my monthly payment, so I login into my account and there is a message on screen asking me to call security, which I did.

First call lasted just over 10 minutes until the call appeared to randomly disconnect. Having spent so long to get through the security questions, I got somewhat annoyed and hoped they would call me back. Good customer service and all that, yes? No call back.

I also tweeted their help account, with no replies. After a number of tweets to them they finally reply saying they don’t deal with personal requests!

Couple of hours later I call them again. This time the call lasted over 25 minutes in where I was told that I would be sent a replacement card, which I objected to as it meant my current card was now void. Why should I be sent a replacement card? After all, we live in a high tech world that they would know my spending patterns and can spot a fraudulent purchase easily as they did before? No amount of me giving my point of view counted for anything.

I was told I would be sent a card to arrive on Monday morning, so I had no card since Friday morning till then, which included the Mothering Sunday weekend, so all spend was on my non-preferred card.

Still no card has arrived by Monday or Tuesday.

By Wednesday morning I’m now ringing the existing customer service number to be told that the card would take 3 to 4 working days to arrive and that the Fraud team were unaware of the time it would take for the card to be sent to an alternative address. Why aren’t these guys trained to tell customers this?

Maybe when I get home, the card would of finally arrived and that I may not of forgotten how to use my American Express card?

To me, this whole catalogue of errors was through no fault of my own, but me, the customer, has to fit in with their awful procedure. It definitely needs changing in my opinion and it would seem they put themselves first and customer last.

In fairness to the last call I had on Wednesday morning with a Customer Service representative, he did ask if there is any way they could help to rectify this matter. I did say, its up to you.

I think a fully expensed trip to Tuscany for me and the two kids would do nicely!

Maybe even some support for my first ever Marathon , which will be in Brighton and they are the main sponsor!

What do you think?