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I am currently dealing with Amex over a relatively minor issues but their service is just hopeless. The chat function is poor and the level of ownership, especially by the Philippine based service centre is just awful. The level of comprehension is poor and unless the issue can be addressed via copy and paste it does not seem to register.
How do you speak with or deal with UK based staff
Apparently it takes 35 working days ( 7 weeks) to respond to a complaint!
Live chat is dreadful.
Voice calls to the overseas call centre is a bit better than live chat, but can still be frustrating at times.
Voice calls to Brighton are best. Unfortunately I don’t know how to guarantee I get through to Brighton. The overseas call centre refuse to transfer the call these days.Amex customer service used to be so good pre COVID.
Chat has gone rapidly downhill in the past couple of years, however I have had a couple of issues dealt with quite professionally by the Philippines phone team, so maybe it depends who you get.
Just once since the pandemic things got so bad (the Hyatt offer which I saved, but Amex said I didn’t) that I wrote to Brighton and they were on the phone PDQ once they received that and it was resolved to our satisfaction!
I’ve found stating you want to make a complaint, during UK working hours, generally means getting connected to a Brighton agent. But it’s not guaranteed.
I am currently dealing with Amex over a relatively minor issues but their service is just hopeless. The chat function is poor and the level of ownership, especially by the Philippine based service centre is just awful. The level of comprehension is poor and unless the issue can be addressed via copy and paste it does not seem to register.
How do you speak with or deal with UK based staff
Apparently it takes 35 working days ( 7 weeks) to respond to a complaint!
Type letter, print it, put it in the post to Brighton.
It then goes to the team that have the higher skill set that is required to answer a letter in a formal written format. All the banks are pretty much the same.
If you think Amex are bad, try Barclays. They’ve just upheld my complaint that it was “impossible to make a complaint” whilst I was overseas. Then when I got home it took 3 calls for them to actually register that I was trying to log a complaint about their web site not working.
Got £25 for my trouble which doesn’t cover my time.
Yeah, avoid engaging with them if you value your mental health! Fortunately I have not had cause to since the days of the initial avios card issuing debacle; when I finally managed to speak to someone on the phone they insisted they had no such product as an avios Barclaycard.
To guarantee being connected to Brighton, just tell the AMEX voice robot that you wish to cancel your card/account. It always works for me and I was told this a year ago by a Brighton-based agent.
The Manila Call centre is hopeless.Long past the days that Amex customer support was good. Their online chat handled by agents in India is absolutely the worst. The Philipines slightly better and ofcourse if you connect to Brighton (it never happens these days) they will solve your problem.
If you want good customer support, HSBC Premier credit card is the way to go. Always UK based call centres, respond in seconds and they can take initiatives.
Their online chat handled by agents in India is absolutely the worst.
I’ve called dozens of times.
I have never spoken to anyone from India.
It has always been the Philippines.Are you sure it was India?
That’s not what he’s saying 🙂
Btw, Amex’s websote is no better than their CS.
Just logged in to pay my bill, 2 days after receiving my statement. Front page says payment due by 23/5. Click payments and it says “no payment due at this time” and won’t allow any ad-hoc payment either.
Amazing, a credit card company that won’t take my money.
Just asked Amex via chat to reallocate 3000 credit limit from MRCC to Marriott and was declined.
I recounted the farcical situation last year when I had to reduce mhy limits by nearly 20k that it would be possible, but they’ve lied.
Absolutely hopless organisation now.
Have you tried just requesting the increase online via your account? The algorithm might have a different idea.
Have you tried just requesting the increase online via your account? The algorithm might have a different idea.
Yes did that 1st.
Tried overpaying and it wont let me pay off more than the cleared balance, even doing it via bank payment as someone advised a while back it just says there’s a technical error once I put in my bank logon details.
I’m trying to pay for 5 day stay at a Marriot that’s a pre pay rate but it’s more than my credit limit. It’s a complete farce.
Can you book 3 nights, pay for that, pay it off, then book another 2 nights, or would that affect the rate?
Don’t complain. If their service was better, they wouldn’t need to offer so many SUBs or hand put so many Avios.
They used to offer more SUBs (every 6 months instead of 2 years), and the service was much better. My last retention “offer” was a £50 credit for spending (another) £15k on the BAPP! Needless to say, that £15k has largely been going elsewhere.
Can you book 3 nights, pay for that, pay it off, then book another 2 nights, or would that affect the rate?
It would massively affect the rate 🙁
Dynamic pricing has already cost me over $500 more so far on this trip between choosing a hotel and then booking it a couple of days later.
Alamo (via Costco) are playing the same game as Avis – up $50 one day then down $100 the day after. One rental went up from £314 by an extra £113 overnight. Don’t get me started on Virgin againApparently it takes 35 working days ( 7 weeks) to respond to a complaint!
This is (mostly) correct, once a complaint is logged then the business has 8 weeks to issue a final response letter.
Well this prompted me to enquire whether the retention offer had improved and this time I got 12k bonus avios for spending £3k in 6 months which isn’t too irksome, especially as I’ve 8 months’ council tax left to pay! Hopefully @JDB will be mollified by the requirement to part with actual money to get the avios 😜
Apparently it takes 35 working days ( 7 weeks) to respond to a complaint!
This is (mostly) correct, once a complaint is logged then the business has 8 weeks to issue a final response letter.
Many financial institutions respond more quickly to complaints than the mandated time. Of course if they mess up less they will get fewer complaints too…
Have you tried just requesting the increase online via your account? The algorithm might have a different idea.
Yes did that 1st.
Tried overpaying and it wont let me pay off more than the cleared balance, even doing it via bank payment as someone advised a while back it just says there’s a technical error once I put in my bank logon details.
I’m trying to pay for 5 day stay at a Marriot that’s a pre pay rate but it’s more than my credit limit. It’s a complete farce.
I know you can’t overpay via Amex web site but I often do via direct bank transfer from my bank to theirs. Details can be found on the statement and you account number is the reference. Works very quickly too
Has anyone else experienced the issue with chat agents increasingly providing inaccurate/false information on the chat? Recent issues I’ve encountered included an agent trying to deny a Hilton hotel was on the list of cashback promotion despite showing on the PDF (Brighton call centre confirmed it was in fact on the list), saying that a transaction was made online and thus ineligible (was done in person, I had paper receipts), providing inaccurate list of airline partners I could transfer MR points to (Malaysia Airlines) etc. The Amex Offers programme was a big draw to the card for me and used to work quite smoothly, however these days it seems to require a lot of time and chasing in order to get them to work.
Any advice where I could provide feedback / file a complaint regarding the chat experience? Is a letter my best option here?
They are pretty hopeless these days, but I doubt that complaining would actually change anything. Keep screenshots or prints of any offers/transactions that you may have to evidence at some point, and it may save you some grief in the long term!
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