Amex Customer Service / Problems

Drp8713

I got the Everyday Platinum Cashback card recently.


I noticed it wasn't applying the 5% bonus cashback, which it should for the first three months. Only the standard 0.5%


I gave them a call, they said it should show as im going along and it was a technical error so they would get it fixed.


I phoned 10 days later, then the assistant said it will only show on statements not as it is going along.


I now get my statement, spend £1100, cashback £0.48! Even the website says £5.50. Whereas it should be £55 by now.


How have people found Amex customer service? Is it worth complaining? Or will they sort it out eventually? Its been over two weeks since the initial query.

jacques_chirac

My experience of AMEX customer service is excellent, far above other financial institutions. Drop them a secure email to check if they have got to the bottom of the problem or not. I'm sure they'll be able to manually add it if not.

Rosco32

I've got the Platinum CB card, not the everyday one. All my Cashback is calculated and I can see online. As soon as the transaction does through the cashback is shown and added to my CB balance. My current balance is just under £1900 and I have £118.85 in CB. I would recommend you call them up again.

Drp8713

I've just sent them a secure message.


As you say, I expected the service to be good, as their reputation would suggest.


Over 10 working days for a basic query is really quite poor. Will see how long it takes them to fix, 17 days and counting.

zerog

Drp8713 wrote: »

I've just sent them a secure message.


As you say, I expected the service to be good, as their reputation would suggest.


Over 10 working days for a basic query is really quite poor. Will see how long it takes them to fix, 17 days and counting.

Escalate it to a formal complaint.

I don't think Amex bothers too much about its cashback card holders, as it focuses on its charge cards. This may be because MR points are "free" for Amex to give out and they only have a value when redeemed.

Furthermore, Amex's backend IT is pretty lousy.

For example, I recently received 20000 MR as compensation for a similar problem to you (wrong rate of MR on certain transactions)

I was only missing about 5000 MR, so they spent 5x as much MR as they should have instead of improving their IT

I don't know if they will be as eager to give out £250 cash, but you never know.

[Deleted User]

Give them time, they will sort it.

I had something similar with the same card a couple of years ago. All of the cash back I was missing was credited at the end of the 3 month promotional period and I was given a bonus £75 on top - I didn't even ask for this, they just put it on there.

10 days to wait for a reply is very unusual however. When I used to bother with secure messages I never waited more than 24-36 hours.

Any problem with Amex and you're best speaking to them direct - often issues can be resolved there and then. If not they will at least tell you what they're doing about it. Use, 01273 576576 - it's the geographic version of their 0845 6042638 customer service number so it should be free to call on most mobile/home phone packages.

Drp8713

zerog wrote: »

Escalate it to a formal complaint.

I don't think Amex bothers too much about its cashback card holders, as it focuses on its charge cards. This may be because MR points are "free" for Amex to give out and they only have a value when redeemed.

Furthermore, Amex's backend IT is pretty lousy.

For example, I recently received 20000 MR as compensation for a similar problem to you (wrong rate of MR on certain transactions)

I was only missing about 5000 MR, so they spent 5x as much MR as they should have instead of improving their IT

I don't know if they will be as eager to give out £250 cash, but you never know.

Update. And pretty much the above. Reading between the lines they cant fix it so will make manual adjustment after the bonus period ends in April but have given me £10 for my troubles.


Not sure if im happy with that but it is what it is.

zerog

Drp8713 wrote: »

Update. And pretty much the above. Reading between the lines they cant fix it so will make manual adjustment after the bonus period ends in April but have given me £10 for my troubles.


Not sure if im happy with that but it is what it is.

If not happy with £10 then complain again (later - give them another chance to screw up) and try to get more money

planteria

Drp8713 wrote: »

How have people found Amex customer service? Is it worth complaining? Or will they sort it out eventually? Its been over two weeks since the initial query.

...to be consistently excellent. if you qualify you will get the payments, ime.