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American Express review: Card replacement

Jacobfeder of Queens, US

Oct 18, 2023 4:42 pm EDT

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I would like to register my complaint regarding my customer service on October 18, 2023.

I am a longstanding Amex customer for about 20 years . i have a Nonvoy Gold elite membership and I spend several hundred thousand dollars a a year with Amex. although I also have VISA and MASTERCARD credit cards, the bulk of my business has been done with Amex.

I recently misplaced my card and called customer service for a replacement card. I requested that the replacement card be sent overnight service as I am going out of town . I also asked that the $10 fee for this service be waived considering the longstanding membership we have and the amount of business we are doing with our aex card, which is our preferred card.

The customer service was not responsive to these concerns. Furthermore, he went out of his way to make the process more time consuming and difficult then it needed to be. As I was on a business call at the same time, I asked the agent to speak to my wife, Raizel, who is a fellow amex cardholder on the account. He continually insisted on having the phone given back to me to ask for additional information despite the fact that I had given full authorization to my wife to speak on my behalf.

Some of the information that he requested included Social security number and drivers license. Clearly, this was unnecessary information, as I enf=ded the call in frustration and was able to call back Amex automated servive and get the replacement card without the information that the sales agent requested.

Considering the amount of business I do, and the duration of our account , i expect better and more seamless service from Amex. I certainly have other options for my credit card needs. I am disappointed in my customer experience .

The agent stated that his name was Diego and his AMEX ID was 1158068.

The phone call was made at about 3:30 pm on October 18, 2023.

From phone number [protected]

Desired outcome: I would like a credit to my Amex account to make up for my wasted time and negative experience.

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