HI,
With heavy heart I say I today called in to cancel my 10yr relationship with AMEX…. NO and never has been an issue with ur agents but its ur system and supervisors who have been a concerns….
I started as add on in 1999 on my father's card and in 2001 I got my solo card … Trust me from that day it's been amazing and proud feeling to be with Amex. I worked for diff financial institutions, never saw this kind of great service and customer valuation. Working for competitors I was loyal to AMEX and always gaga abt the service….
In 2004 I was offered to either take gold credit card or gold charge card…. Coming from background of family who ran with the citi diners charge I card I opted to gold charge card, paid up a 2500 annual fee to start my horrifying exp. Since the day I got upgraded, worse customer service started, no statements, lack of commitment compared to what I was told was just the beginning. I was told ill have flexible credit limit but my card got blocked after 50K… and that was it ….I Decided to cancel it and moved back to gold credit card ….
All was well till April….. Actually I never bothered to look into my card, was so happy with CITI plt that my usage on amex went down day on day, month on month… then suddenly I decided to switch back in bec of a grt exp I had with respect to card replacement for my wife (add on) while she was in USA>..
She lost her card and was alone in NY … she called me and I told ill check .. I called AMEX, they sd don't worry before even ur wife finds out we will have card replaced there in USA…
AND they did she was delivered a replacement in 24 hrs IN USA and also someone from states cust serv called me and confirmed the delivery … I was back and never looked back … So happy and used my amex again and again …
In april a sales team guy called Kirti from Bangalore team approached me and sd u have been long with us and we have pre-approved card on platinum and I can choose from regular or KF first card …. I have had this offer twice earlier since 2 yrs but didn’t take as it reminds me of my upgrade exp from gold to gold charge…. but I was assured that it will be all well…
Now that's where I fell, I believed in U - AMEX….
I was told my gold card will continue and ill pay one annual fee (highest among both cards) I was ok I as wanted to keep one for personal and one for business use….
Applied in 2nd week of April, got alert that its approved and will come in 5 days .. never happened….. I felt its starting again ….
I was to leave for Delhi on 5th and 7th to USA …. got to know card got delivered after I had left for Delhi … so believing that my gold is still working I took that along to USA…
Didn’t get chance to use it until on 23rd I went to buy coffee and I was told card not working … (I had called and made travel notification also)
I come back on Monday eve ion hotel and check online (I registered member) status says card CANCELED….
Now few things :
• U send me alert for my due date on GOLD card as mess on cell …. why was there no alert for GOLD card being cancelled..
• U sent me alert for card approved… BUT no alert that my NEW card statement generated and my due date is???
So when I got to know that my gold card is canceled online…. I pointless and aimless journey to get connected to cust service started…. U DON’T have ANY direct num to reach … I called all possible India numbers toll and toll free … " THIS no cannot be connected …" heard this mess from Monday eve 4 pm EST till 2 pm wed EST…….
Tried USA cust service, they sd cant help as its offshore account, cant transfer either …..
Finally I tried and got connected to KF corporate card direct num @ 888 213-6747 whr a lady took my details and got me transferred to personal card line …
I was on HOLD for 15 min before someone came online ….
DO U EVEN know what it costs to call International and be on hold … I have wasted, mind it wasted ~ 40US $ today to get to u all guys…… who will pay for that …..
I spoke to Mr gaurav, who I gave heads up that I am frustrated .. explained my journey ion last 48 hrs, the stress I have gone through….. BUT U all in India don’t bother abt it… so u customer stress is nothing … if I was a US cust and talking to someone here … I WOULD have fucking SUED ur asses up. For the torture and stress u all caused in 48 hrs.
After talking to him for 25 min .. (mind it 25 nmin after 15 min of hold) we are talking huge money here …. 40 Minutes of ISD calling ……
He sd max he can do is, set urgent call back and I can pay as my due date if tom 26th… and ether will be no late fee…
If I can agree to pay 5k as annual fee I don’t care of fee, I CARE ABT my CREDIT RATING being affected if I get noted late….
This was no solution and I was not happy…………… Not happy to pay 5K as fee for a card which never got delivered when I needed, old card canceled without intimation and 48 hrs of stress and torture….
I offered that either he checks with supervisor or anyone in system and does something for my inconvenience OR I would have to apply for cancelation (so that when retention calls I can take this up)
He kept me hold and came back stating that he can't do anything right now AS" NO manager works in night" it was 11pm local time India… I DON’T believe that ….
NO call center in India or anywhere works without an team leader/ manager or ops manager …
I have worked in one in some part of my life and NOT ready to believe that lie… and if that’s true I will call (personally) ur site director at gurgaon center and tell that his shop is working with managers at 11 pm in night…..
so with manager to take a call on this issue, I was told best option is cancel my card….. and I had to make the tough and not willing decide ion to go ahead and cancel my 10 yr long relation with AMEX…
REF num : 114-52-35-059
card : 3769 - 3308 6191 - 002
IF u can do and want customers to be with u: change this and call me back……
I represent a card company of 30 Mill, and post downturn across globe people want to retain as many cust as possible as u cant churn new one the way u loose them…. so loosing cust like me doesn’t help….
I will take this exp to the most public forum I can….. make sure AS MANY PEOPLE come to know how AMEX treat their PLATINUM - 10 Yr old customer who has excellent payment history….
GREAT WORK>> AMEX…..
U can reach me till sat morning 2 am (28th may) on US num : 804-614-6024
CALL ME IF U LIKE ….
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