Before I write may tale of woe, the TLDR of it is does anyone have the number for the Amex QoS/retention team, without out going through their general 1300 call centre number? The rest of this post is about how insanely difficult it is to become an Amex customer.
My wife and I were previously using an CBA Diamond card, until we got a “your experience is changing” letter informing us that our point earning abilities would be crippled. As we use the points quite a bit for flight upgrades, we decided it was a good time to find a new credit card. Point Hacks was an invaluable resource in that hunt, and we ended up choosing the Amex Platinum Card (since we actually pay for many of the perks separately as it is) thanks point hacks!
We both have positive credit histories and earn well over the minimum income required, applied online and once we hit the conditional approval screen, were advised that the application process could take 5-10 business days to complete from that point (fair enough).
After 10 business days not hearing back from Amex my wife calls them, but is frustratingly told that they can’t find her application - or any record of her name in their system… Amex apologises, and advise my wife to re-apply (which she does, but this time she records her application number).
After 4 days of not getting any email confirmation (or any contact from Amex) about the new application she decides to double check everything is ok and follow up to make sure. After being told that her reference number can’t be found, and being transferred multiple times, cut off and transferred round the globe again, she finally gets someone who is able to find her number on “another system”.
Apparently the whole application was held up as they needed proof of my identity, but hadn’t actually sent us anything to ask for that. A frustrating discovery to say the least. Regardless, my passport details were provided over the phone and happily my wife was told that the application was approved and we would have the cards express posted out to us. Pretty frustrating, but things like this happen.
A week passes and nothing arrives, my wife calls Amex. Again. And again they apologise about the situation. Again they can’t find her application and again she is sent on a roundabout between the new accounts department and the customer service team - who each “understand her frustration” but are unable to solve the issue or work out what’s going on. We have counted the calls to Amex made and so far it’s up to 14!
Finally a team member is able to give her some further information about the other system that the application is sitting in to make it easier for them to find us (we have been told they are in the process of it being upgraded?) and that he will escalate the issue and flag it to be expedited. It’s now been another 2 business days and they don’t have any updates for us. The application is sitting with a specialist team and there is eta on when they will resolve.
Amex have continually promised to call her back countless times, yet never actually do. She has wasted countless hours of her own time to chase this up and we are now naturally exhausted and frustrated by this experience. We’re starting to wonder how good the Amex customer service could actually be once we are customers (if this is how horrible they are when someone is trying to pay them $1200 to open an account?!) we are especially worried about the service we’d receive if we wanted to do a chargeback or make a claim on travel or car insurance (some of the key perks we liked)? If this wasn’t so frustrating, it would be sort of funny to see how amazingly bad they can mismanage a potential new customer.
Anyway, in a last ditch attempt to see this through and become Amex customers, does anyone have a number other than their generic 1300 customer service line that we can use to talk to someone who might be able to help? Everytime we have asked them for their retention department, or to talk to the specialist team where the application is currently sitting we are told there isn’t a number to be shared.