I used to *love* AMEX, but now . . . 8(>o<)8

lvpiggy · Jun 8th, 2008, 12:20 PM

To reiterate the title of this thread, I used to love love love AMEX. I was like one of those customers you read about in marketing books; I'd go around and badger all my friends and acquiantances to get AMEX cards, raving about the fabulous customer service and how polite/helpful/understanding they always were. People even used to comment that AMEX should be paying me commissions or something for all the referrals I gave them

Now, I'm singing a completely different tune! Don't get me wrong, the cardmember customer service department is still *amazing* and should be commended. But the other departments somehow are staffed with the most UNBELIEVABLY RUDE, UNHELPFUL, PATRONIZING individuals EVER.

Let me recount the saga:

On Friday, May 9, 2008 I called customer service after noticing a large, angry red notice when I signed in to my online account, to the effect that my charging privileges had been suspended, and to contact customer service ASAP

I called customer service, and the woman very kindly explained to me that the company was conducting a routine financial review of my account, and wanted to verify my income. To do so, I would need to fill out and fax a form authorizing them to request a copy of my latest tax return from the IRS. After the form was received via fax, she said it should take about 3-5 days to do the verification, during which time my card would not accept any new charges.

No problem, I thought. I've been using my card more frequently these days thanks to (a) my promotion & related signing bonus and (b) my newfound louboutin obsession!

I filled out the form and faxed it back on Sunday, May 11. Because it was a weekend, I assumed they would receive the form on Monday, May 12.

Patiently I waited for them to call and let me know that my income had been verified and my card turned back on. On Monday, May 19, I got a voicemail from a Mr. Greenberg, who said he was in charge of my financial review. He let me know that he would be available until 7:30pm and asked me to call him. I called him for the first time around 6pm and got his voicemail. Waited an hour . . . no response, so at 7:00pm I called again. Still voicemail. By now I was getting a little annoyed, as this man's ONLY JOB is to conduct financial reviews, and I wanted to know whether I could use my card again!! Finally at 7:20, I called the financial review line and spoke to a representative and explained the situation. The person I spoke with told me to hold on and that he would try to track down Mr. Greenberg. Instead he just transfered me to the voicemail again

Annoyed now.

Hung up, called back and got a different rep. She was more friendly, but she basically told me that only the 1 financial review manager on each account knows anything about the status, even though they work 8 hour days 5 days a week at varying shifts.

Getting pretty irritated.

The next day, Tuesday, May 20, Mr. Greenberg finally called back. *however* he was only calling to tell me that, while they had received my authorization form, I needed to provide authorization for last year as well as the prior year since "the IRS isn't done processing all the 2007 returns yet."

So it took them all that time just to tell me they hadn't even requested the documentation yet?!?!?

*REALLY* irked at this point

Faxed the authorization *again* on Wednesday, May 21, in the early morning. Mr. Greenberg lengthened the timeframe and told me it should be done within 5-7 business days. Once again, this little piggy waited very patiently for 7 business days to pass, still with no functional AMEX card.

By Monday, June 2, I still hadn't heard from them. Decided to give them the benefit of the doubt and give them a couple of extra days. Still radio silent by Wednesday, June 4 so i called again. When I reached Mr. Greenberg, he informed me that the account had actually been transfered to a Mr. Jones. Called Mr. Jones and left a voicemail. Nobody else was able to give me a status update other than to say that they could see my account was still under review. No response from Mr. Jones that day.

LIVID.

Thursday, June 5: Finally hear back from Mr. Jones, who informs me that, upon receiving my voicemail, he noticed that the IRS form should have been received. After much digging, he has discovered that the return had been mis-filed under my SS # rather than my account number, "which is why I had no idea it had arrived!" SERIOUSLY?!? oi. However, I wasn't too angry as he also told me that having finally located the form, my income was verified, everything was fine and I could go on my merry spending way.

*Total time promised to verify income: 3-5 business days

*Total time actually elapsed: 19 business days

*Time required to completely destroy the brand loyalty built by 5 years fantastic, top-notch customer service: 19 business days

I'm switching to Visa.

barcreperie · Jun 8th, 2008, 12:37 PM

A credit card company asking for authorization to get a copy of your tax return? Are you kidding me???? HELL would freeze over before I'd provide a credit card company with that information!! I've hated American Express for decades for the stunts they pull such as this. I have several horror stories I've either read about in the paper or had happen to friends involving American Express, and each one puts another nail in the coffin for them.

chessmont · Jun 8th, 2008, 01:04 PM

wow I have had AMEX since 1984 and never had any phone calls from them.

socalgem · Jun 8th, 2008, 01:07 PM

You were pegged for a Financial Review. Amex is known for that. They can ask for more than tax returns.

And if you don't comply they will close your account.

twin53 · Jun 8th, 2008, 01:13 PM

i've never heard of such a thing and i've been with them since 1974.... thanks for telling us your story.

guccimamma · Jun 8th, 2008, 01:17 PM

i have never heard of such a thing, i have had my account for 13 years.

is there something that might have triggered this? i am completely confused as to why they would target a paying customer in good standing.

i don't think my mortgage company even verified our status with the IRS...

stmichel · Jun 8th, 2008, 01:19 PM

Quote:

Originally Posted by socalgem

You were pegged for a Financial Review. Amex is known for that. They can ask for more than tax returns.

And if you don't comply they will close your account.

I have been using Amex exclusively for a decade now and haven't been asked for any financial review (knock on wood). I thought that would be too much info. to give. But, if they do that to me, I'll be activating my other cc and move on.

titania029 · Jun 8th, 2008, 01:23 PM

Wow, 19 days. I think I would have lost my patience by day 3 and canceled the card.

chessmont · Jun 8th, 2008, 01:33 PM

Quote:

Originally Posted by socalgem

You were pegged for a Financial Review. Amex is known for that. They can ask for more than tax returns.

And if you don't comply they will close your account.

-Is this a random thing, or based on something about one's account or use of it?

lvpiggy · Jun 8th, 2008, 01:40 PM

you can't get a straight answer from them if you ask. they'll just tell you it's part of their regular card maintenance policies or something like that . . . i had never heard of it before, but i've done some research online and it seems that a variety of people have been hit with this, and most don't have a very solid grasp of why they're targeted.

i would guess it's some combination of randomly selected accounts, along with certain triggering behaviors. in my case, i've had the card for 5 years and have always paid on time and in full

peach. · Jun 8th, 2008, 01:43 PM

Wow, thanks for the heads up! I absolutely love my Amex and now won't be too surprised if they ask me for financial info one day.

I'm sorry you had to go through all that, though! I HATE it when companies misplace information and documents, which seem to happen so often! Did they offer you an apology?

Schmodi · Jun 8th, 2008, 05:45 PM

This is becoming more common with AMEX. I haven't had a financial review. Is your card a charge or credit card?

It would make sense in this economy to conduct financial reviews on credit cards holders. I've read many people have had a decrease in their credit line as well.

Sorry your review was so lengthy. I wouldn't know what to do without my AMEX because it's the only card I use.

socalgem · Jun 8th, 2008, 05:59 PM

They might have looked at your other credit cards and that triggered it. They might want to make sure your income can support the amount they have given you or your debt.

There are many things that can trigger them.

And this isn't a new practice for them.

I know many people that had Amex for years and they were pegged. And many of them were asked for more than tax returns.

And if you decide to comply don't think they won't in the future do it again, because they might.

audball67 · Jun 8th, 2008, 07:27 PM

Wow, what a total bonehead move on Amex's part! I can't imagine wanting a card badly enough to comply with all of that, sheerly based on all the work on my part.

socalgem · Jun 8th, 2008, 07:30 PM

I had 3 cards with Amex for 20 years. My CL total with them was over 100k.
They knew my income could handle my debt and they still FAed me. I didn't comply and told them to close my account with Closed by me and not them in remarks. I paid in full every month.

Quote:

Originally Posted by audball67

Wow, what a total bonehead move on Amex's part! I can't imagine wanting a card badly enough to comply with all of that, sheerly based on all the work on my part.

Jun 8th, 2008, 12:20 PM	#1
lvpiggy leave no shoe behind Joined: Jan 2008 Location: San Francisco, CA Posts: 1,092	*I used to love* AMEX, but now . . . 8(>o<)8 To reiterate the title of this thread, I used to love love love** AMEX. I was like one of those customers you read about in marketing books; I'd go around and badger all my friends and acquiantances to get AMEX cards, raving about the fabulous customer service and how polite/helpful/understanding they always were. People even used to comment that AMEX should be paying me commissions or something for all the referrals I gave them Now, I'm singing a completely different tune! Don't get me wrong, the cardmember customer service department is still amazing and should be commended. But the other departments somehow are staffed with the most UNBELIEVABLY RUDE, UNHELPFUL, PATRONIZING individuals EVER. Let me recount the saga: On Friday, May 9, 2008 I called customer service after noticing a large, angry red notice when I signed in to my online account, to the effect that my charging privileges had been suspended, and to contact customer service ASAP I called customer service, and the woman very kindly explained to me that the company was conducting a routine financial review of my account, and wanted to verify my income. To do so, I would need to fill out and fax a form authorizing them to request a copy of my latest tax return from the IRS. After the form was received via fax, she said it should take about 3-5 days to do the verification, during which time my card would not accept any new charges. No problem, I thought. I've been using my card more frequently these days thanks to (a) my promotion & related signing bonus and (b) my newfound louboutin obsession! I filled out the form and faxed it back on Sunday, May 11. Because it was a weekend, I assumed they would receive the form on Monday, May 12. Patiently I waited for them to call and let me know that my income had been verified and my card turned back on. On Monday, May 19, I got a voicemail from a Mr. Greenberg, who said he was in charge of my financial review. He let me know that he would be available until 7:30pm and asked me to call him. I called him for the first time around 6pm and got his voicemail. Waited an hour . . . no response, so at 7:00pm I called again. Still voicemail. By now I was getting a little annoyed, as this man's ONLY JOB is to conduct financial reviews, and I wanted to know whether I could use my card again!! Finally at 7:20, I called the financial review line and spoke to a representative and explained the situation. The person I spoke with told me to hold on and that he would try to track down Mr. Greenberg. Instead he just transfered me to the voicemail again Annoyed now. Hung up, called back and got a different rep. She was more friendly, but she basically told me that only the 1 financial review manager on each account knows anything about the status, even though they work 8 hour days 5 days a week at varying shifts. Getting pretty irritated. The next day, Tuesday, May 20, Mr. Greenberg finally called back. however he was only calling to tell me that, while they had received my authorization form, I needed to provide authorization for last year as well as the prior year since "the IRS isn't done processing all the 2007 returns yet." So it took them all that time just to tell me they hadn't even requested the documentation yet?!?!? REALLY irked at this point Faxed the authorization again on Wednesday, May 21, in the early morning. Mr. Greenberg lengthened the timeframe and told me it should be done within 5-7 business days. Once again, this little piggy waited very patiently for 7 business days to pass, still with no functional AMEX card. By Monday, June 2, I still hadn't heard from them. Decided to give them the benefit of the doubt and give them a couple of extra days. Still radio silent by Wednesday, June 4 so i called again. When I reached Mr. Greenberg, he informed me that the account had actually been transfered to a Mr. Jones. Called Mr. Jones and left a voicemail. Nobody else was able to give me a status update other than to say that they could see my account was still under review. No response from Mr. Jones that day. LIVID. Thursday, June 5: Finally hear back from Mr. Jones, who informs me that, upon receiving my voicemail, he noticed that the IRS form should have been received. After much digging, he has discovered that the return had been mis-filed under my SS # rather than my account number, "which is why I had no idea it had arrived!" SERIOUSLY?!? oi. However, I wasn't too angry as he also told me that having finally located the form, my income was verified, everything was fine and I could go on my merry spending way. Total time promised to verify income: 3-5 business days* Total time actually elapsed: 19 business days* Time required to completely destroy the brand loyalty built by 5 years fantastic, top-notch customer service: 19 business days* I'm switching to Visa. __________________ ~* People will stare. *Make it worth their while ~** >> ::\| .live.fast. \| .play.harder. \| .die.prettiest. \|:: << "Oh happy cows (and lizards!), to give your life for a Birkin!!" my 3 obsessions: Christian Louboutin \| Herve Leger \| handbags

Jun 8th, 2008, 01:23 PM	#8
titania029 Member Joined: Nov 2006 Location: Dallas Posts: 2,436	Wow, 19 days. I think I would have lost my patience by day 3 and canceled the card. __________________ It so happens that the work which is likely to be our most durable monument, and to convey some knowledge of us to the most remote posterity, is a work of bare utility; not a shrine, not a fortress, not a palace, but a bridge. - Montgomery Schuyler

Jun 8th, 2008, 01:40 PM	#10
lvpiggy leave no shoe behind Joined: Jan 2008 Location: San Francisco, CA Posts: 1,092	you can't get a straight answer from them if you ask. they'll just tell you it's part of their regular card maintenance policies or something like that . . . i had never heard of it before, but i've done some research online and it seems that a variety of people have been hit with this, and most don't have a very solid grasp of why they're targeted. i would guess it's some combination of randomly selected accounts, along with certain triggering behaviors. in my case, i've had the card for 5 years and have always paid on time and in full __________________ ~* People will stare. *Make it worth their while ~** >> ::\| .live.fast. \| .play.harder. \| .die.prettiest. \|:: << "Oh happy cows (and lizards!), to give your life for a Birkin!!" my 3 obsessions: Christian Louboutin \| Herve Leger \| handbags

Jun 8th, 2008, 05:45 PM	#12
Schmodi Member Joined: Feb 2007 Location: Greater San Diego Posts: 1,903	This is becoming more common with AMEX. I haven't had a financial review. Is your card a charge or credit card? It would make sense in this economy to conduct financial reviews on credit cards holders. I've read many people have had a decrease in their credit line as well. Sorry your review was so lengthy. I wouldn't know what to do without my AMEX because it's the only card I use. __________________

Jun 8th, 2008, 07:27 PM	#14
audball67 Member Joined: Dec 2006 Posts: 1,758	Wow, what a total bonehead move on Amex's part! I can't imagine wanting a card badly enough to comply with all of that, sheerly based on all the work on my part. __________________ "I read this article that said the typical symptoms of stress are: eating too much, impulse buying, and driving too fast. Are they kidding? That is my idea of a perfect day."

Jun 8th, 2008, 12:37 PM	#2
barcreperie Member Joined: Aug 2006 Posts: 640	A credit card company asking for authorization to get a copy of your tax return? Are you kidding me???? HELL would freeze over before I'd provide a credit card company with that information!! I've hated American Express for decades for the stunts they pull such as this. I have several horror stories I've either read about in the paper or had happen to friends involving American Express, and each one puts another nail in the coffin for them.

Jun 8th, 2008, 01:04 PM	#3
chessmont Member Joined: Aug 2006 Location: CA, USA Posts: 1,709	wow I have had AMEX since 1984 and never had any phone calls from them.

Jun 8th, 2008, 01:07 PM	#4
socalgem Because I can... Joined: Apr 2007 Location: California Posts: 4,388	You were pegged for a Financial Review. Amex is known for that. They can ask for more than tax returns. And if you don't comply they will close your account.

Jun 8th, 2008, 01:13 PM	#5
twin53 Member Joined: Jan 2007 Location: Georgia Posts: 2,265	i've never heard of such a thing and i've been with them since 1974.... thanks for telling us your story.

Jun 8th, 2008, 01:17 PM	#6
guccimamma guccimamma Joined: Aug 2006 Posts: 2,673	i have never heard of such a thing, i have had my account for 13 years. is there something that might have triggered this? i am completely confused as to why they would target a paying customer in good standing. i don't think my mortgage company even verified our status with the IRS...

Jun 8th, 2008, 01:43 PM	#11
peach. everything is peachy Joined: Mar 2007 Location: Los Angeles! Posts: 1,367	Wow, thanks for the heads up! I absolutely love my Amex and now won't be too surprised if they ask me for financial info one day. I'm sorry you had to go through all that, though! I HATE it when companies misplace information and documents, which seem to happen so often! Did they offer you an apology?

Jun 8th, 2008, 05:59 PM	#13
socalgem Because I can... Joined: Apr 2007 Location: California Posts: 4,388	They might have looked at your other credit cards and that triggered it. They might want to make sure your income can support the amount they have given you or your debt. There are many things that can trigger them. And this isn't a new practice for them. I know many people that had Amex for years and they were pegged. And many of them were asked for more than tax returns. And if you decide to comply don't think they won't in the future do it again, because they might.