Just as a disclaimer, I’m a stickler for good customer service (I have at least 5 years of customer service experience under my belt), especially credit card customer service because although I love my credit cards and treat them well, I secretly feel like most credit card companies are evil and benefit from peoples misfortunes/bad choices.
Before I left on Friday night for my bachelorette party in Las Vegas, as a good personal finance blogger should, I made sure to call AMEX and Mastercard to let them know I was planning on using my credit cards in the U.S. for a few days to avoid them thinking someone ran off with my card and blew a bunch of money on Thunder Down Under tickets. It was actually my little sister who reminded me to do this (thanks Sarah!), and seeing as I forgot to do this when my BF and I visited Portland, I didn’t want my credit cards to be frozen again while I was in a different country.
My Mastercard is with BMO, and I’ve had it for at least 8 years now. They’ve always had pretty stellar customer service, which is why I still kept my credit card with them even though I know longer bank with BMO. It seriously took me 10 minutes to get someone on the phone, let them know I was leaving, and the girl I talked to was super helpful and friendly. Easy-peasy I thought. After that it was time to get a hold of AMEX, but easy-peasy it was not! Not only did the phone number on the back of the card direct me to some robot voice, the only options it gave me were to check my balance, raise my credit limit, or pay my balance by phone. There was no option for “other” or to talk to a real live human being! So I searched their website for another phone number, but the one listed directed to me to some guy who didn’t work for AMEX! I read him out the number that was listed on the website, and sure enough it was his phone number so clearly AMEX made a major typo on their website.
After trying the two phone numbers I could find without any success, I turned to Twitter for some answers. I’ve done this before when I was on the train trip from hell with Amtrak and they responded right away and ended up giving my BF and I vouchers for next time. Here’s how our conversation began…
“No sh**!” I thought. Maybe they deal with a lot of stupid people asking stupid questions, but come on! So I tweeted them again…
And nothing. Never got a response back. One of my Twitter followers responded back though, telling me she didn’t notify AMEX when she went to Europe and it was fine. I wrote back saying that that didn’t seem like a good policy, what if someone ran away to Europe with her credit card? Wouldn’t she want AMEX to freeze her card or let her know? Upon seeing this, AMEX finally jumped back into the conversation.
When I responded back…
I got nothing. WORST CUSTOMER SERVICE EVER. And WORST AMEX SOCIAL MEDIA PERSON EVER to boot! How f***ing hard is it to give me the proper phone number to call! Needless to say I just left my AMEX card at home and am seriously considering canceling the stupid thing. I only got it to get cash back points when I shopped at Costco, but to in order to actually cash in your points, you have to go to this whole ordeal of going to Costco, talking to someone at the AMEX desk, filling out some paper work, then waiting a few weeks or months to get your bloody $3 rebate. I’ve had my card since 2010 and I’ve still never gotten any of my rebate money. Why can’t they just put the money back on the card or send a cheque like MBNA?
Have you ever experienced crappy credit card customer service before?
(Image: Philip Taylor PT)