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Proof Positive that Amex Chat Is Pretty Much Useless!
If you remember about a month ago I thought American Express made my morning. They had sent me an email saying that they owed me points and that they would be on the way shortly. I had read about this happening but this was a first for me. I wasn’t sure if I should be excited or if it would be like a restaurant purchase on my Aspire not coding properly etc. Before I got too excited I reached out to Amex chat to see how many points I could be expecting and what they were for.
For some reason American Express didn’t think that was pertinent information to put in the email. I was told I would need to wait until my next statement cut to see the points and that the agent wasn’t able to see that info at this time. It turns out that this statement and ones that followed are proof positive that Amex chat is pretty much useless!
Why Amex Chat Is Pretty Much Useless
This whole thing essentially boils down to the fact that Amex chat agents don’t know what they are talking about most of the time, at least in my experience. Instead of saying I don’t know they just kind of make up stuff on the spot. This wasn’t the first time I ran into incompetence with chat agents, one closed down the wrong card when I tried to do it over chat. To make matters worse it was one that I had just opened 3 months earlier, maybe that is why I get the Amex Pop Up? This isn’t the first time and it probably won’t be the last time I have a run in with an incompetent Amex chat agent.
First Chat Agent
In this recent go around I took the first agent’s word for it and waited a month until my statement cut. Once it did I noticed that no points posted to my account…shocking (not). Being the lazy person I am I fired up chat again rather than call in because it is quicker. I admit now that was a mistake.
Second Chat Agent
After going back and forth with the second agent for a while and finally getting him to understand what I was talking about he said he needed to look into it. I waited for 5-10 minutes while he did his sleuthing. When he came back he said the missing points were for 3 referrals that were owed to me. I immediately got excited and asked, so I am owed 75,000 points? He replied yes that is correct. I then asked when they were supposed to post and he said that they sent them to Hilton on June 28th. He also said I should reach out to them to see if that was the case.
Off to Hilton I Go
After I got off my 75K fueled cloud nine I fired up Twitter. I reached out to the trusty Hilton Twitter team, who I know can take care of business. They said there was nothing on their end and that they don’t show any pending activity from Amex, as I kind of expected they would.
Finally Picking Up the Phone
I was over chat at this point and finally decided to get my social skills in gear and call in. I explained the situation to the agent and she said she needed a while to look into all of this. She said that the 28th was when the email was sent but she doesn’t see anything about points. I could instantly tell that she was extremely competent…don’t you love when you get that feeling with a phone agent? That same feeling is what got me to sign up for a Hilton time share a few weeks back.
After a 15 minute hold she came back and laid it all out for me, completely crushing my spirit in the process. She said the letter was because they put 10,000 points on a previous statement for my retention offer but didn’t send out the points until a few days later. Uh What?!?
She apologized and said it wasn’t really worth sending a letter but they had to by law.
This was an epic fail on American Express’ part and a waste of time for me. Let’s start with: why not put all of this info in the email? Why make it seem like some points are still on their way? Amex had already posted the points so tell me that and tell me that they were delayed etc, a pretty easy solution.
Getting past that part this whole thing just shows how clueless the Amex chat agents are. And it shows that they will just make things up on the fly whenever they don’t know the answer. What a terrible idea! If you don’t know then tell me that and say that I should call in. Why pretend like you know what is going on? It is a customer service fail at the highest level.
This whole situation, plus some in the past, make me realize that Amex chat is pretty much useless. I will be calling in from now on and wasting 15 minutes on the phone. Some great customer service for a $450 card right there!
Miles to Memories has partnered with CardRatings for our coverage of credit card products. Miles to Memories and CardRatings may receive a commission from card issuers.