AMEX Customer Support

By vbha | May 02, 2018, 09:12 PM
Is it just me or is the customer service at AMEX really poor? Own a corporate business platinum that costs $1500pa - have spent significant amounts yearly with them (mid 6 figures) for the past three years. They do not return calls when they say they will and they do not follow through on their offers. Any idea if there is a better/equivalent card that has no limit on QFF points accumulation
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By Rohit | May 02, 2018, 10:03 PM
My local champion bonus points havent posted for months. Called them 4-5 times, assured repeatedly it will be fixed, but to no avail. I gave up. Sadly in Oz, they dont have competition, so stuck with them.
Last edited by Rohit at May 02, 2018, 10.03 PM.
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By Lchen3328 | May 03, 2018, 08:50 AM
totally agree. They used to have superb customer service however the past 12 months has been very poor. Promised to call back, never call. My local champion has issue as well. They couldn't fix after 6 calls over the past 2 months. Was compensated 10,000 points instead. I would rather have a great CS centre than having to report issues now & then.
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By 346 | May 03, 2018, 10:40 AM
Agree to an extent.
I find at times they can be really good, just depends who you get on the other end.

I've found the platinum concierges to be going down hill at a rapid rate. They used to be very helpful, now I don't even bother using them, they've been that bad of late.
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By Michael Kao | May 03, 2018, 10:55 AM
I used to be very annoyed with their CS as well. Same issues as reported above. However, very occasionally you will bump into some agent that is willing to help, and many times they'll compensate you with some points. I know most of the compensation around 1000-2000 points isn't much, but since they stuff up so many times, I've earned a decent amount from these compensations.

On the other hand, CBA CS is excellent. Never had issues with them and most of the time they can resolve the issue immediately. But they have the worst credit card products and the worst reward program.

So which one do you prefer? Poor CS but excellent product and reward program, or good CS but poor product, I'd choose the former.
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By wdeguara | May 03, 2018, 10:55 AM
I generally find they are very slow to action fare quotations/bookings for international corporate travel.
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By Tancho | May 03, 2018, 01:49 PM
Yes definitely. I ended my 13+ year relationship with them about 2 years ago because I was not happy with the service. There was never any follow through and the onus was on me to check up on their process flow which I thought was ridiculous. I kept getting fobbed off on the phone anyway and emails would go unanswered.
Even when I made the "Forget it, cancel my card" call, the person and his manager really didn't care either way. I was probably not a good customer to them because I paid my full balance every month early so they never had the chance to charge me interest.


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By nige00160 | May 04, 2018, 01:13 AM
Unfortunately they are the corporate travel agent for the company I work - so I'm forced to use them for all business travel. Last week I requested them to make a reservation for an international trip coming up. Had to chase them up several times to get it done. By the time they finally got around to doing the booking the airfare price had gone up by $1600. So much for saving the company money !
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By tuzza1 | May 04, 2018, 10:06 AM
Seems that there are some bad experiences here.
I got my card late last year and I have been totally impressed by the speedy and accurate responses to all of my enquiries. They are my favourite CC provider :)

I guess that all large companies have some good and bad experiences. Just want to add a little ballance
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By Rkwm | May 04, 2018, 07:33 PM
Since 1991 been a platinum Amex supporter formerly in Hong Kong and London now Sydney .The difference in service is extraordinary. Australia is appalling.It is impossible to receive competent responses without calling and emailing several times and even then emails are ignored.Promised call backs never come to fruition. The issues with booking travel are endless .I simply do not use the travel service after several very bad experiences.
I don't understand why the service is so poor in Australia.
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By JJJJJJJ | May 13, 2018, 04:08 PM
Is it just me or is the customer service at AMEX really poor? Own a corporate business platinum that costs $1500pa - have spent significant amounts yearly with them (mid 6 figures) for the past three years. They do not return calls when they say they will and they do not follow through on their offers. Any idea if there is a better/equivalent card that has no limit on QFF points accumulation

I think AMEX customer service is APPALLING. I cut up my last card because of it.
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