“Your replacement card is on the way” – but I haven’t ordered one (??!)
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Just got an email from Amex that P2’s replacement card is on the way – but as my topic title suggests, we haven’t ordered a replacement,
P2 still has the card in wallet, as we just double-checked to make sure it hadn’t been lost, and nor have we reported the card damaged. P2’s card is actually a shiny new supp card, so it is still in date.
Has this happened (or ever happened) to anyone else?
TIA
Also happened to me – been on hold to Amex for 27 mins now….will update once spoken to them
One possibility is that P2 made a transaction at a merchant that’s been linked to a potential compromise (ie it’s the point of commonality for lots of people who’ve had since suffered from fraud) and they’re reissuing cards with different details to others who’ve shopped there just in case their existing card details have been obtained by fraudsters. If that’s the case I’d expect a few others to be in a similar position.
I’m sure others will also come up with some other scenarios (IT issue?).
You may just want to check with Amex that they don’t have a record of you ordering a new card though, just in case someone’s done so fraudulently with the intention of intercepting it.
Just had exactly the same – guessing this is an IT / comms issue.
Just got through on the phone – Amex has given me a complaints reference number and said they have received a number of reports of the same thing – it’s a known issue, apparently.
ok thanks for the update, hopefully nothing to worry about but I am going to hold on to make sure for now.
Exactly the same issue. Funny how this site is an Amex help desk lol but glad I came here to check.
Also on hold at this time and will report back with outcome.
44 mins and counting on hold to AMEX for me now……
I got one too! Someone has pressed the wrong button somewhere. Glad I’ve got you guys to sit on hold for me 😂
I just let phone Lock Screen time out and now upon re-entering, I can’t see the chat link from within the app. Presumably some “we’re too busy” feature.
I’m just using it as an excuse to stay at work and avoid the wife!
Tonight was going to be the “I’ve been reconsidering the £650 fee, what can you do” night, too.
I had the same email. I jumped on live chat but it’s now closed for some reason.
Have to say, it panicked me a bit. But good to hear it’s happened to lots of others and it probably an error.
Thank you for bringing this to our attention, and we apologize for the inconvenience caused due to this. This is a technical error that we’re aware of and in the process of correcting. Please disregard the email. This should not affect your current card’s usage, and we have raised an investigation on high priority to look into this to find the root cause of this and American Express really appreciates your understanding with this.
same here, already said but probably some error their side.
Interesting that this comes soon after people having fraudulent charges on their cards. I wonder if it’s linked to some data leak people were wondering about on Reddit.
I received another email today, this time about my own card being replaced 🙄
Advisor gave me 10k “sorry for the inconvenience” MR points and my original supplementary card complaint remains open.
I got the “replacement card on the way” email. Rang Amex who said “Don’t worry we won’t deactivate your old card until you activate the new one, which isn’t going to arrive. Ignore the email.”
Today I have an email telling me they will deactivate the original card soon so to be sure to activate the new one asap.
Anyone else?
Currently waiting in the Amex phone queue where they are experiencing the usual “unusual high levels of calls”.
Response from AMEX is to ignore this email as well. “Card will not be deactivated, guaranteed”.
Wonder if the offers will carry over.
@MrPogle I have had the same email today – but never received another replacement card for my missus. Posted about it on here when the IT glitch first happened. Assuming at the moment we can ignore this as no new supp cards have been sent out
An annoying update from Amex:
“We are writing to provide an important update on a communication we sent you earlier this month about a replacement Card.
What happened:
On 18 October 2024, we incorrectly sent you an email stating you had requested a replacement Card.
Although this email was sent in error, it led to your Card Account being updated in our systems, which means that we are now required to send you a replacement Card.
🙄
We will therefore be sending out a replacement Card to you within the next 60 days.
Wait, what? 60 Days?! 🤨
I can’t believe how much Amex have slipped in their comms & customer support – the pro-rata fiasco, the lack of clarity on 2025 benefits, the long long wait for statement credits to materialise, the godawful live chat support that constantly makes basic errors (they failed to lodge a complaint, then lodged it with none of the info I gave them, then closed the case) and now this. I don’t think they’ve ever been so poor!
How my supplementary card problem has ended (and to echo @executiveclubber’s sentiment regarding basic errors):
I received the new supplementary card (at least it was received within less than 60 days!).
I lodged a second complaint because I have received (and documented) some very inaccurate advice relating to this case, the first being “we can absolutely reassure you that no new card will be sent” – new card sent.
Amex upheld the second complaint, and referred to my American Express Preferred Rewards Gold Card ending xxxxx throughout the complaint response.
Only, I don’t have an American Express Preferred Rewards Gold Card ending xxxxx.
Third complaint lodged because the complaint handler couldn’t even be bothered to respond with the correct card details and was even less bothered about fixing the copy and paste response letter.
Third complaint upheld as well.
@Skywalker – so what was the remedy expected and/or offered for each of the three complaints?
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