Be careful what kind of Amex you deal with
Here is my story. On 1/18, my husband added a new bank account to the on line payment system and accidentally submitted payment using the old account in file. (Which is a mistake could happen to every on-line user!) The payment he submitted was not only covered past due but the whole balance on the account which was almost doubled the due amount. Since then, I have contacted the customer service for many times to stop the payment and resubmit it. (Please see the call logs to verify this). Unfortunately, you not only can't stop the payment, but continuously resubmit the payment to the wrong bank account I have informed you many times. That caused many inconvenience on my bank activities. I was told the bank was doing the automatic retry. But after talking to my bank, I was told the Amex was the one kept trying. To the end, I have to stop the payment in the bank side. Meanwhile, I have been monitoring the on line statement daily, few times a day, try to find out when I can submit the payment to the right bank account. All I try to say here is as soon as I knew the mistake; I have been trying very hard to correct the problem. It is your system that prevents me to correct the issue on an efficient way. Until today, I was denied to submit a new payment due to unfriendly designed the on line payment system. Today, when I tried to charge $10 lunch on my Amex card, I was told my charge was denied. When I called customer service, I was routed to a group of nasty billing collect persons which ignoring my past royal history, my annually spending, my almost perfect payment history, my efforts try to fix the problem in the last 10 days, I was told either pay or cut off the service. You can image how unsatisfying I am. I have always told my friends and relatives that how satisfied I am with Amex. I paid $150 annual fee to get a right service which I feel I didn't get and was humiliated. I felt I have wasted my 17 years of building a reliable relationship. You dont care who I am in the past, how I follow your dead line, as soon as I am late due to unfixable reason your system designed. I understand you must have a process to deal with customers that is late for payment. But by telling me either commit a payment (which I have been trying to if it is not prevent by your system!) or not usage of card, is not right way to treat an old good long term customer. Today, I was very rudely treated by a not customer oriented service system. I understand you need to have the payment, but treat each customer without flexibility and consideration of past performance, you have made one of the most satisfied customer an extremely unhappy one. As Amex, your business was built upon whole bunch of royal customer who willing to pay the higher annual fee to receive a better service. I didnt feel that today. Although, I have already resubmit my payment, but it is so difficulty to be told either to commit the payment or cut off. I feel the Amex is becoming a machine, so clod. I need reexamine my credit usage. There is many free and good service credit card company would like to get my annually $68K business.
