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 Long Standing Customers - Service
Posted Thu July 13, 2006 10:14 pm, by Amit P. written to American Express Credit Cards
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I was very surprised and extremely unhappy when my American Express credit card was declined at a merchant when I was purchasing an item for approximately $900. At the minimum, I was expecting as a courtesy, someone from Amex to at least speak to me before declining my card.
In this instance, the merchant actually pointed to me that I may want to speak to an agent and get it approved. Obviously this was good for his business. Actually, I recall in a similar situation Visa temporarily raised my limit and processed the transaction after talking to me while I was at the merchant. So I called Amex customer service from the merchant's location and the agent said there's nothing she can do. I would exceed my credit limit if I purchased the item and therefore the card was declined.
This was very upsetting and I was ready to cancel my card while I was on the phone with the agent. However, I called again after a couple of days and to my dismay I received the exact same response. I even explained to the agent that until 6 months ago I had a credit limit of $15,000 and I voluntarily decreased my limit again based on a recommendation via a paid consultation with an American Express Financial Consultant. At this point, I was speaking to a specialist as I had indicated my desire to cancel the card. I was told that my past history was not visible and there's nothing we can do.
I decided to try and see what happens when I request for a credit line increase. So I called Amex on June 15th and requested for an increase in my credit line. Again, to my dismay and disbelief, my request was declined. In fact, the associate was so confused that she said "We cannot process an increase today as you requested an increase on June 15th. I told the agent that I had never before applied for a credit limit increase. But she was unsure and little did she know that it was June 15th that same day?
Ironically, I received a letter in the mail a couple of weeks back stating my credit limit was increased to $4,000. I think I know the reason why the agent was confused, She didn't realize that American Express had automatically increased my limit and maybe that was the reason why the system was unable to process a further increase in my limit.
I've been with Amex for over 5 years. In fact, my wife and I have been Amex customers for over 5 years now. As a family we have spent over a $100,000 using our Amex cards. We have NEVER had a late payment charge and we always pay our balances in full. I'm very surprised with the manner this situation was handled.
There is really nothing more I could do. I must admit, I always thought American Express was known for its service. To my dismay and disbelief that's not real anymore. In any case, I called and cancelled my card after this frustrating sequence of events.
Within a reasonable time frame, a simple apology from Amex would have been sufficient. At this point, I really don't know what would motivate me to go back to Amex
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by Amit Powar Posted Sun March 11, 2007 @ 12:04 PM
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Just to close the loop. Amex customer support contacted me in early
December 2006. They apologized for my experience (which I think
everyone who replied to my earlier posting never really understood).
In any case, they reinstated my account, increased my credit limit,
and offered me 25k delta skymiles.
I'm glad someone from Amex apologized and we made up.
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by S. Brown Posted Fri July 14, 2006 @ 6:25 PM
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I don't get it - - - first of all, five years is not an extremely long
length of time to have a credit card. Second - - you voluntarily had
your credit limit lowered and are upset that you tried to make a
purchase that would have exceeded your "self chosen" credit limit and
you're upset that they wouldn't temporarily raise you limit so the
purchase could go through. And, because they wouldn't let a charge go
through that would exceed your credit limit you cancelled the card.
Credit card authorizations are processed via modems - - not by calling
them, so I don't see how you expected someone from Amex to speak with
you before declining the card - - it's impossible.
You made all your own decisions and I honestly don't see what Amex has
to apologize for.
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by Peregrina Posted Fri July 14, 2006 @ 3:06 AM
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If I'm reading this correctly, you tried to purchase something but
were declined because it would have exceeded your credit limit.
If I'm wrong, sorry I misread, but if I'm right, what exactly are you
on about?
Seems to me Amex made the right call because sure enough if they had
approved the charge, you would have been charged overlimit fees and I
have a sneaking feeling that you would have called customer service
complaining about that also!
AMEX is in a catch-22 with you. If they decline you complain and if
they had approved, you would have complained! What do you want?
Carte-blanche? Then I'm sure you would complain about service fees and
the pressure of having that large a debt. Maybe you shouldn't have
credit cards at all until you learn how to use them.
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by *Brenda* Posted Thu July 13, 2006 @ 10:40 PM
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How is somebody from Amex supposed to speak with you before they
decline your card? The register declines a card in a matter of
seconds.
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