American Express Chat Closed Down the Wrong Card
I had a recent run in with American Express chat that I wanted to talk about. I tend to use chat or secure message whenever I can because it is simpler and easier than calling in. American Express probably offers the best chat function of any bank.
I had a recent run in with one and I wanted to discuss what happened and how it was resolved.
American Express’ Credit Card Limits
This happened a few months ago but I hadn’t really thought about it until Bethany’s post about her retention offer on the Amex Business Platinum card. She had a similar issue with an agent who jumped the gun, but more on that later.
American Express has a credit card limit of 5 cards for most people, some are able to get 6 but it is rare. This limit does not include charge cards, just credit cards.
I wanted to sign up for the Hilton Aspire card, hands down the best premium card on the market, but I was sitting at 5 credit cards so I needed to close one before applying. I decided to close my American Express Blue for Business since the card no longer earned 2X Membership Rewards points after the first year. And, they wouldn’t allow me to product change it to the Blue Business Plus.
Since I didn’t feel like calling Amex I fired up their chat function online.
Contacting Amex Chat
I wanted to get an issue I had with my Delta Gold Business card handled at the same time. The card was only a few months old and I thought I could kill two birds with one stone. I started off the chat by laying out both issues. I told the agent that I needed something looked at on my Delta Gold Business card and that I needed to cancel the Blue for Business.
The chat agent handled the Delta Gold Business stuff first and then moved onto the cancellation. We went through the spiel and then he sent out the confirmation of cancellation.
If I am being honest, I rarely read these very closely and just say yes. I said yes pretty quickly but noticed something was wrong right after hitting send. The chat rep had put my Gold Delta cards info in the cancellation terms…within a few seconds I send another response saying that is the wrong card. He responded that he had already closed it which seemed pretty quick. Bethany experienced the same thing on her phone call.
He apologized profusely and said he will reactivate it after 24 hours, he said he couldn’t do it right away. That didn’t make me feel great since time usually leads to errors. I asked for the chat ID which I then saved in case it became an issue in the future.
Luckily I had already earned the sign up bonus on the Delta Business card even though the card was only 2 months old. Who knows how it would have played out when I reached the minimum spend if it wasn’t already completed. My guess would be that it would have been a struggle to get my miles.
If this had happened a few years ago I probably would have just left it closed. But with Amex’s new terms, where they frown on closures before the annual fee bills, I wanted the card reopened.
I went ahead and applied for the Aspire card thinking with two closures this should be easy. I also wanted to do it before the Delta card was reactivated. American Express still gave me a pending message on the application even with the closures.
After calling American Express in the morning to check on my application she noted that I couldn’t be approved since I had too many cards. She then realized I had closed some down the day before. She put me on hold for a minute and then came back with an approval.
I waited a few days to see if my Delta card would be reactivated. Shocker…it wasn’t! Off to the chat feature I went hoping for a competent agent. Lo an behold the new agent informed me that the reactivation was never submitted. She went ahead and did it then. The card was active in my account a few hours later. I haven’t used it since so I don’t know for sure if it is issue free or not at this point.
I am not sure what to take away from this. Maybe call in for important things, or don’t ask a chat rep two things in one chat? I am glad that I was done with the Delta Gold Business card’s bonus already because I imagine this would have caused some problems down the road.
Have you had anything similar happen with American Express like Bethany and I did? I am slightly annoyed that it wasn’t handled 24 hours lately like it was supposed to be, but it wasn’t unexpected. Great customer service is a thing of the past. These days you have to make sure to stay on top of things when issues arise. Maybe that is the lesson to be learned here.
Let me know if you have had any weird issues with Amex agents recently like Bethany and I did.