Amex DD dates and mandatory security info

bernardsbunnet

Hi,

I've had a slightly confusing experience regarding my Amex card this morning.

When I called to change my direct debit date (i.e. my statement generation date) so that both of my cards are paid on the same day, the rep said they *couldn't* change it for me, but couldn't tell me why exactly - it seemed to be something to do with the type of card i have (but i may have misunderstood). I explained that this was a bit disappointing and asked if there was some way to feed back on it (thinking: if loads of people request it, maybe they'll enable it in future? i could add my name to that pot), at which point i was transferred to their complaints team.

I'd already passed all the automated security checks to get through, but the lady insisted that I needed to give her my CV2 number as well verbally (she said this was required in order to lodge the complaint). Again a bit surprising, and not great since i'm in a public cafe. Without giving her the CV2, she wouldn't progress, and we ended the call with her offering to log the complaint via another method (with a longer turnaround time of 8 weeks) and i'd hear back in writing.

Both reps were friendly/etc but ultimately it was quite an odd phone call, and not particularly productive.

Does anyone know why certain Amex cards can't have their direct debit (statement date) changed? Is it some IT system limit? Something about the T&Cs of some cards?
Why would the woman need my CV2 to log a complaint after i'd been authenticated - in case I'd misunderstood, I asked did she mean the last 4 digits of my 15 digit CC number, or my 4-digit online banking security number, but she definitely needed the CV2, and wouldn't take any other information i could offer... i've never been asked for this verbally by my own CC issuer, so if I'd known about it being a mandatory security item, i'd have made the call in a more private spot.

This is the first time i've ever really dealt with Amex, can anyone with more experience offer insight as I think it'll take a few weeks before i hear back (and even then, i expect the answer will just be a polite form of "computer says no")...

[Deleted User]

Possibly in order to maintain a relatively even statement production flow throughout the month.

bernardsbunnet

That does make sense, but isn't great from a customer service pov... I've successfully changed the DD on my NatWest card a few years ago without them batting a eyelid. Maybe I'm expecting too much from amex to match that experience.

Actually, I haven't been terribly impressed with the card anyway after it was rejected again at a restaurant this week. Maybe that frustration is marring my judgement here.

creditagenciesareajoke

I recently got an Amex platinum and phoned them to change the direct debit date, they were able to change it no bother but weren't able to change it to my chosen date, it ended up being a few days out. I thought that was a bit strange as changing the DD on other cards has been much simpler and you can usually pick any date you want.

bernardsbunnet

Yeah, even if they could change it to a rough date that would help... But nope. Not going to happen according to their rep.. I'll update here once I know more (I.e. find out/clarify why).

realaledrinker

Amex (and Tesco) DD your account over a week before the due date. Very naughty.