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American Express is driving me crazy!

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Some of you might know the issues I already had with American Express, well in the past few days it only got worse. I'll start from the beginning. Warning! LONG READ!

 

7/24 - I app for the Amex Detla Gold, they triple pull me and nothing happens for a while. I call in to check the status every few days but no progress

 

8/7 - A second pull on TU, this makes a total of 4

 

8/8 - Get an email that I was approved, 2k limit - Also today after reading it was good to get multiple amex cards at the same time I app for a BCE.

 

8/13 - I get my Delta gold in the mail AND a denial letter dated 8/10 for the BCE. I was going to dismiss it as the only reason listed was low Fico score from TU until I looked closer. The letter for the Delta gold states on 8/7 my TU Fico was 697, the BCE (ran on 8/8) used the report from 7/24 and listed my TU Fico at 647, 50 point swing! I Called the recon line and asked about it, the supervisor told me they would look into it and to not worry about another hard pull.

 

8/20 - After checking my EX i notice something strange and I freeze it.

 

8/21 Morning - I call to AMEX again and ask about the BCE status, still listed as pending, supervisor says no reports for my on file at all. After telling him I had 4 hard pulls within 30 days, he asked me to fax in a copy of my report with the inquires, he would look into it for me. (90 Minute call)

 

Afternoon - I call in to see if they received my FAX, a different supervisor tells me they did but is confused why I faxed that information in. I explained the situation but they claimed since the supervisor wouldn't give me their name there was nothing they could do with it. I was asked to unfreeze EX so they can look at it to recon my 8/8 application. After trying to see if they can pull a different CRA or any other solution I generate a pin online and give it to them. After a long hold, the pin they claimed wouldn't work. I kept verifying the correct numbers and they still couldn't pull it. I was asked to hang up, call EX and get another code. (60 Minute call)

 

Experian - Luckily for me this call went smooth after a long hold. They had me make another pin since the online system wouldn't generate one for me anymore. (15 minute call)

 

Third Call Afternoon - Provide new Pin to another specialist, she was nice but kept coming back after 10-15 minute hold times to verify the Pin. I knew we had another problem, she attempted to get a manager/ supervisor on the line but came back saying they were all in a meeting and they would call me back. (60 minute call)

 

Fourth Call 3 hours later - Starting to get late into the day so I call back, while the specialist was looking for a manager, I get a call from another manager at AMEX. He says "we have had issues with the system today, it's defiantly something with us and not EX, I will personally get this fixed for you and will call you back tomorrow morning" I clarify tomorrow morning as before noon my time (Pacific)

 

Morning 8/23 - Hard Inquiry shows up on EX. 11am rolling around and nothing, so I call in. This time no notes from the manager from last night, nothing. Current manager says no one was supposed to call me back, if that was the case it'll be put in the notes. I ask for the manager by name and was told there is no one by that name. She can't do anything about my application either, it was moved to the executive office and I would need to contact them. (20 minute call)

 

Executive office - Since I don't know who my case was assigned to, the secretary has to look for it. (20 minute hold time) She comes back and has no name or extension for me. She says the only information she is allowed to give me is "we are aware of the problem, it is an issue with out systems and not Ex, our executive team does have your case and will contact you as soon as we have a resolution. There is no estimated time right now" when pressed she wouldn't tell me anything else or who to follow up with next time.

 

8/23 - after the EX pull earlier, now comes a TU pull. That makes 2 EX 1 EQ and 3 TU.

 

8/24 - Call around 12:00pm to same new accounts phone number, the first rep put me on hold to go through the exhaustive notes, came back and said that a supervisor would need to give me the decision. (Spoke about "the decision" like they already had one) She was not allowed to give it to me. Guaranteed I would get a call back within 15 minutes and took down my phone number, she even stressed the importance of me waiting by the phone to ensure I pick up. (20 Minute call)

 

15 minutes later, nothing. 30 minutes later, nothing. I call myself to make sure my phone works and it does.

 

Afternoon - I call again around 1pm. Rep instantly puts me on hold while she looks for a supervisor. On hold for over 20 minutes and she checks in once. Now supervisor is here, she apologized there is nothing she can do, she says she understands why i am frustrated but since it is saturday and the other department closes early I would have to wait. She tells me a supervisor will call me back monday, I tell her that was unacceptable, I have been promised that many times over the last few days and nothing, I mention I have 6 hard pulls from American Express now within the last 30 days, she asks me to fax in my credit report showing it and they will take care of it ( I already did that 2 days ago and mentioned that to her) she checked and said that they already received it. ( 1 hour 15 minute call)

 

Now I have to wait for monday where i "might" get another call back. I am friend, not rude to anybody on the line except for the last supervisor, I couldn't stand being pushed around anymore, I wanted to just tell them to forget it and cancel my application but then I would of taken all those HPs for nothing. Thanks for taking the time to read the whole thing.

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Wow! That would really lemonade me off into Super mode. I recently got a BCE card last month. Can't say that I'm impressed with AMEX just yet, but I feel you.

Edited by stroked89coupe
language

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You would assume that they are more on the ball than that, given their long history. Embarrassing for them. They are having some serious issues with their information technology. They no doubt have the technology aspect down; they are forgetting the first word: information. The things in their databases are no good if they can't quickly find them and make sense of them.

 

I get the impression this will work out for you, though. Stick it out.

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Had a similar situation with Capital One the only difference was I traveled to many different countries over the course of three days and never left my house.

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Update - Got approved for the BCE on 8/27, I called in and they gave me a $50 statement credit for my troubles, this morning 8/29 I got a call from the executive office and she conferenced in another person who was the head of new accounts. They went over my concerns line by line (i emailed them the post I had above plus anything else that happened afterwards that I didn't update here) and apologize for the lack of customer service I was receiving. They issued me another $50 credit, and the head of new accounts said she would remove 4 of the 6 hard inquires I took from American Express.

 

Win!

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Update - Got approved for the BCE on 8/27, I called in and they gave me a $50 statement credit for my troubles, this morning 8/29 I got a call from the executive office and she conferenced in another person who was the head of new accounts. They went over my concerns line by line (i emailed them the post I had above plus anything else that happened afterwards that I didn't update here) and apologize for the lack of customer service I was receiving. They issued me another $50 credit, and the head of new accounts said she would remove 4 of the 6 hard inquires I took from American Express.

 

Win!

 

That's great! You got their attention at the highest levels. It also shows Amex understands their customer service is the cornerstone of their success. This is a model for how companies should respond to significant, material, legitimate complaints.

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Good for them for making you happy after many hours of frustration. The gesture of offering statement credits because of what you went through goes a long way with me. Glad they made it right, and congrats!

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Last update - Went i sent my complaint, I sent it through the secure message system and I emailed to the CEO at the same time. The call I got yesterday from the EO I thought was going to the the only response I got. Today I got a message in my secure mailbox on Americanexpress.com. The manager on there apologized for my issues and issued another $100 statement credit.

 

Now I am getting worried that I look greedy or something if someone reviews my statement.......

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Last update - Went i sent my complaint, I sent it through the secure message system and I emailed to the CEO at the same time. The call I got yesterday from the EO I thought was going to the the only response I got. Today I got a message in my secure mailbox on Americanexpress.com. The manager on there apologized for my issues and issued another $100 statement credit.

 

Now I am getting worried that I look greedy or something if someone reviews my statement.......

I was so hoping this ordeal was done with. NOPE!

I got my card in the mail today and promptly active it. On my account I expected two statement credits of $50 each, one from customer care, the second from the EO. The one from customer care wasn't there. I had to spend over an hour on the phones (yes phones, because I called a different department while the first one had me on hold) and the supervisor finally honored the credit (after two different reps wouldn't) but not before she lectured me about how AMEX doesnt ever give goodwill credits, how damaging it is to have her reps not be on the phone with other cardmembers, and how there isn't any notes about a credit (even though she can see that the rep was trying to credit me, she made no mentions of it in her notes)

I'm at a loss for words right now.

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Oh Geeze! Does anyone know what they are doing there?? Make sure you stay on top of those hard pull removals!

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Oh Geeze! Does anyone know what they are doing there?? Make sure you stay on top of those hard pull removals!

I am, my contact from the EO called me this morning before all this mess and let me know they put the request in and the ball is now in the courts of the CRAs

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You will find American Distress is not the company they used to be. Going through all that is ridiculous. Just wait till you use it and pull some more bs.

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Oh Geeze! Does anyone know what they are doing there?? Make sure you stay on top of those hard pull removals!

I am, my contact from the EO called me this morning before all this mess and let me know they put the request in and the ball is now in the courts of the CRAs

Ahhh, I see what they did there. They JUST put the burden on the CRA's and took it our of their hands.

 

I really hope you get all those hards off your report. Of course the EQ and TU one's can be dealt with but that's not the point. Thank God I've never had to deal with all you went through.

 

Did you ever find out why your report had a 50 point ding to it? I didin't see in these posts anything abotu that and that was one of the reasons they declined you to begin with.

Edited by Art_Vandelay

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