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Forums Payment cards American Express What is going on with Amex call centre?!?!

  • NealMK 4 posts

    My account is blocked due to a double payment towards my BA Amex card (their app error out the first time around but actually the payment went through). Trying to get hold of a representative to get this sorted since last week – often 1 hour + hold time and still can’t get through. Tried both the BA and Platinum numbers.

    What is going on?!?!

    At start of the call there is a pre-recorded message saying “due to unforeseen circumstances wait times are longer than usual”. No idea what this is about

    RK228 212 posts

    I appreciate this is a small sample size, but my wife and I have phoned two or three times in the past two weeks and, despite hearing the message about longer wait times, we have been able to connect to a customer-service agent nearly right away in all instances.

    Maybe try calling at a different time of day?

    dundj 91 posts

    I had an issue with the BA Amex card making a payment last month as well, did not make a second payment and resolved over the phone taking 2 weeks overall.

    Not had any issues when calling though and regularly speaking to an agent within 30 seconds.

    Carlos 758 posts

    HUACA?

    Angelamc11 195 posts

    Last week P2 spent 4 hours on hold and then gave up. I rang straight after and was through in minutes. Since then P2 cannot get through and is constantly on hold. When I phone I’m through in minutes and then phone him to link him into the call. It’s madness!

    Even more maddening, he is having a financial review and we have 2 Marriott stays booked this week and we’re planning on using cashback on his cards which are now suspended.

    Mojack 2 posts

    The reason here is that when P2 is undergoing review when they call they will be put straight to the credit review team, and they are severely understaffed and take forever to answer. I waited 2 hours 10 mins before putting the phone down and can regularly take an hour plus currently. Best is probably to call when that office is closed.

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