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American Express account problem resolution... suggestions?

American Express account problem resolution... suggestions?

Old Nov 12th, 2001, 06:36 AM
Owen O'Neill
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American Express account problem resolution... suggestions?

I'm seeking advice on behalf of a friend who's at her wit's end with customer service at AmEx. She travels extensively for both work and business and had a $3,000 personal balance on her account that AmEx had agreed to set up on a monthly payback plan (although this is on a regular AmEx card not hte credit card type of account). She has been paying this balance off regularly and also paying her business related charges in full every month. Several months ago she discovered that through some internal error AmEx had placed a $30,000 credit on her account. Being conscientous, she made countless phone calls before finally getting to someone who understood her desire to have this corrected. Once the account issue had been settled, she began receiving notices that the separate $3,000 personal balance was due immediately (in contradiction to the arrangement that had been previously made). She has now made numerous phone calls to cistomer service to resolve this and reinstate the arrangement that was rescinded but she's unable to get past the front line of customer service, all of whom read from a script and can't seem to help. Any ideas on how one gets to a higher level of assistance at AmEx or perhaps some alternate ideas? All suggestions appreciated...
Old Nov 12th, 2001, 06:59 AM
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Owen: one suggestion (though it may not actually help resolve the problem): send a letter to Am Ex detailing the circumstances and problem. I find it can be useful when everything is in writing as opposed to just phone calls.
Old Nov 12th, 2001, 07:01 AM
wes fowler
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The solution is simple. Any dispute with a credit card company should be handled in writing forwarded via registered mail, return receipt requested. Depending upon telephone conversations is naive. You've got no documentation of resolution of the problem, no acknowledgement of actions to be taken by the company, no names with whom to follow up. Have your friend immediately write to Amex detailing her concerns in full.
Old Nov 12th, 2001, 07:26 AM
Owen O'Neill
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Thanks for the suggestions. I had already suggested that she write but she was hoping (in vain) to resolve this more quickly. We spoke again this morning and it occurred to me to suggest that she seek a consumer assistance center or such for the state of NJ. As it turns out, NJ now has an online consumer assistance center - she logged in, described the problem and recieved a reply wihtin the hour advising that AmEx will correct her accoutn within 48 hours! Good to know of this resource for future use. Thanks again to all for the advice.
Old Nov 12th, 2001, 08:18 AM
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Hope your friend resolves her problem. Did she use Sign and Travel? If so, the rate may be much higher than she can get with a balance transfer to another card.

Several are offering less than 3% rates for good credit customers.

She should make sure she requests a copy of her credit report. If this truely was a mistake on AMEX's part, she will need to get it corrected on her credit profile. Contact Equifax on their website for a copy.

If she ran up a balance because of irresponsibility, I hope she has learned her lesson. Those of us who have good credit, are unfairly penalized because we have to support the default and non-payment of fiscally irresponsible individuals.
Old Nov 12th, 2001, 09:11 AM
Owen O'Neill
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No... the balance was not due to irresponsibility. I'm not totally familiar with the circumstances but likely due to her very high spending (heavy travel schedule for one of the "big five" accounting firms) they offered this "arrangement" which she took advantage of to take her parents and son to Europe. It was, in essence, an interest free loan for a year and she understandably jumped on the opportunity, as it would be an easy matter to repay it in 12 months. As is the case with many of us however... when one has budgeted $280-100 per month and is suddenly advised that the entire balance is due immediately, it can create problems.
Old Nov 12th, 2001, 10:19 AM
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One place to try is planetfeedback.com. This is a great site for consumers and I have had more complaints taken care of because of them. Its quicker than writing because all complaints are emailed, most times directly to the head honcho of the company.
Old Nov 12th, 2001, 12:24 PM
Posts: n/a
1) Check out Flyertalk.com (American Express Section)..for advice.
2) Put problem in writing and send certified mail.
3) Why can't your friend fend for herself.
4) Could not she open up a new AMEX account. f.e. Optima which is on a revolving credit plan and simply transfer the $3,000 to this charge? I can not imagine that AMEX would not do this.
5) I have always found that the AMEX Customer service folks are always willing to accomodate any reasonable request.
6)The amount of credit limit is irrelevant to the payment schedule. If she has the type of card that mandates payment in full..then it is payment in full..If she can't run with the big dog's then stay on the porch.
7) I really think if she applied for and received a revolving credit type of AMEX and transfer the balance that this problem will go away.
8) She is lucky to have a friend like you who is concerned and wants to help.
9) Go the e-mail section of AMEX and send in an e-mail version of her problem and ask that a response be forth coming. I have always had a good response from doing this whenever I have had a problem.
10) Good luck !!

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