american express - frustrating me beyond belief - Raj Wadhwani - ContactCenterWorld.com Blog
I am very in tune with my company credit cards and know where I am at all times. Today i had an issue with amex and called the canadian office. When I spoke to Mohammed who took my call he was courteous and apologised for any issues and then told me there was a hold on my card from a hotel in the UK - they had blocked out a certyain amount. he then told me there is no limit yet there is! I explained this block was released and after going back and forth I started to get frustrated. the oion he offered was for me to get the UK hotel to call them to release the block. I was not happy and asked to speak to the authorization department and so he put me though. With his authorization colleague on the line, he introduced me to Victoria. First thing she askes me to do is to repeat information i gave him to convince her who I was - I asked "why? i did this with him", Veronicas response was "well this is the first time you are talking to me so I have to verify who you are" - so frustrating!. after several minutes of discussion, I had to point out that a hold on my card was released by the hotel and eventually after some 'fighting' with her she said 'Oh yes, I see" and proceeded to release a block on my card. Come on Amex - why are your processes and systems so antiquated? I have had so many issues with amex i do not recommend them unless, like me you want the points from travel. Otherwise forget it - the company is a real pain to work with and so many outlets are starting to refuse the cards. Their idea of service is nothing like I would expect from a supposedly premium brand - far from it.
Publish Date: June 28, 2010 8:14 PM