AMEX Won't fix their mistake (credit reallocated to wrong card).
May 9, 2016, 2:08 pm
#1
Original Poster
Join Date: Dec 2013
Posts: 84
AMEX Won't fix their mistake (credit reallocated to wrong card).
So here is the story...
We're using AMEX chat to move credit from an SPG card to a Delta Platinum card.
We explicitly type out that we would like $10,000 moved from the credit line of the SPG AMEX and reallocated to the Delta Platinum card. We tell the rep we're speaking with on AMEX chat exactly what we want TWICE before they begin the process.
A couple of minutes later they come back on the chat and say that the reallocation has been approved and completed. That we now have $25,000 in spending power on our Delta RESERVE card!?!
Immediately we inquire and inform the rep that they have made a mistake. They review the conversation history, ask their manager to review the conversation history and tell us they have made a mistake. That they have reallocated the credit to the wrong card!
We ask them to fix their mistake and after like 10 minutes of back and forth and them needing to check with different people on their end, we are told they can't fix the mistake.
Over the next 2-3 days we call AMEX multiple times and probably talk to 10 different supervisors, reps, etc...Some from customer service, some from credit services, etc...NO ONE CAN HELP US! They all just keep saying that they need to review records, submit special requests, etc...and that we will get a call back and/or be informed by mail on a decision.
Well after multiple calls, we finally give up because we are told they are unable to fix their mistake, they are unable to make a special accommodation and allow us to do 2 credit reallocations in a 30 day period, and they are unable to instantly approve a credit limit increase on the Platinum card unless we fill out a tax form and send it back.
It's mind boggling and extremely frustrating that AMEX admitted they made a mistake, and that they won't fix it! As of right now the outcome has been a response from AMEX saying: "Please wait 30 days, then contact us again to move the $10,000 from the Reserve to the Platinum Delta card as you originally requested".
Rant over. AMEX if you're reading this....When you make a mistake, you admit to the mistake, and can easily fix the mistake, why don't you!?!?!
We're using AMEX chat to move credit from an SPG card to a Delta Platinum card.
We explicitly type out that we would like $10,000 moved from the credit line of the SPG AMEX and reallocated to the Delta Platinum card. We tell the rep we're speaking with on AMEX chat exactly what we want TWICE before they begin the process.
A couple of minutes later they come back on the chat and say that the reallocation has been approved and completed. That we now have $25,000 in spending power on our Delta RESERVE card!?!
Immediately we inquire and inform the rep that they have made a mistake. They review the conversation history, ask their manager to review the conversation history and tell us they have made a mistake. That they have reallocated the credit to the wrong card!
We ask them to fix their mistake and after like 10 minutes of back and forth and them needing to check with different people on their end, we are told they can't fix the mistake.
Over the next 2-3 days we call AMEX multiple times and probably talk to 10 different supervisors, reps, etc...Some from customer service, some from credit services, etc...NO ONE CAN HELP US! They all just keep saying that they need to review records, submit special requests, etc...and that we will get a call back and/or be informed by mail on a decision.
Well after multiple calls, we finally give up because we are told they are unable to fix their mistake, they are unable to make a special accommodation and allow us to do 2 credit reallocations in a 30 day period, and they are unable to instantly approve a credit limit increase on the Platinum card unless we fill out a tax form and send it back.
It's mind boggling and extremely frustrating that AMEX admitted they made a mistake, and that they won't fix it! As of right now the outcome has been a response from AMEX saying: "Please wait 30 days, then contact us again to move the $10,000 from the Reserve to the Platinum Delta card as you originally requested".
Rant over. AMEX if you're reading this....When you make a mistake, you admit to the mistake, and can easily fix the mistake, why don't you!?!?!
May 10, 2016, 3:24 am
#5
Suspended
Join Date: Dec 2014
Posts: 8,460
So here is the story...
We're using AMEX chat to move credit from an SPG card to a Delta Platinum card.
We explicitly type out that we would like $10,000 moved from the credit line of the SPG AMEX and reallocated to the Delta Platinum card. We tell the rep we're speaking with on AMEX chat exactly what we want TWICE before they begin the process.
A couple of minutes later they come back on the chat and say that the reallocation has been approved and completed. That we now have $25,000 in spending power on our Delta RESERVE card!?!
Immediately we inquire and inform the rep that they have made a mistake. They review the conversation history, ask their manager to review the conversation history and tell us they have made a mistake. That they have reallocated the credit to the wrong card!
We ask them to fix their mistake and after like 10 minutes of back and forth and them needing to check with different people on their end, we are told they can't fix the mistake.
Over the next 2-3 days we call AMEX multiple times and probably talk to 10 different supervisors, reps, etc...Some from customer service, some from credit services, etc...NO ONE CAN HELP US! They all just keep saying that they need to review records, submit special requests, etc...and that we will get a call back and/or be informed by mail on a decision.
Well after multiple calls, we finally give up because we are told they are unable to fix their mistake, they are unable to make a special accommodation and allow us to do 2 credit reallocations in a 30 day period, and they are unable to instantly approve a credit limit increase on the Platinum card unless we fill out a tax form and send it back.
It's mind boggling and extremely frustrating that AMEX admitted they made a mistake, and that they won't fix it! As of right now the outcome has been a response from AMEX saying: "Please wait 30 days, then contact us again to move the $10,000 from the Reserve to the Platinum Delta card as you originally requested".
Rant over. AMEX if you're reading this....When you make a mistake, you admit to the mistake, and can easily fix the mistake, why don't you!?!?!
We're using AMEX chat to move credit from an SPG card to a Delta Platinum card.
We explicitly type out that we would like $10,000 moved from the credit line of the SPG AMEX and reallocated to the Delta Platinum card. We tell the rep we're speaking with on AMEX chat exactly what we want TWICE before they begin the process.
A couple of minutes later they come back on the chat and say that the reallocation has been approved and completed. That we now have $25,000 in spending power on our Delta RESERVE card!?!
Immediately we inquire and inform the rep that they have made a mistake. They review the conversation history, ask their manager to review the conversation history and tell us they have made a mistake. That they have reallocated the credit to the wrong card!
We ask them to fix their mistake and after like 10 minutes of back and forth and them needing to check with different people on their end, we are told they can't fix the mistake.
Over the next 2-3 days we call AMEX multiple times and probably talk to 10 different supervisors, reps, etc...Some from customer service, some from credit services, etc...NO ONE CAN HELP US! They all just keep saying that they need to review records, submit special requests, etc...and that we will get a call back and/or be informed by mail on a decision.
Well after multiple calls, we finally give up because we are told they are unable to fix their mistake, they are unable to make a special accommodation and allow us to do 2 credit reallocations in a 30 day period, and they are unable to instantly approve a credit limit increase on the Platinum card unless we fill out a tax form and send it back.
It's mind boggling and extremely frustrating that AMEX admitted they made a mistake, and that they won't fix it! As of right now the outcome has been a response from AMEX saying: "Please wait 30 days, then contact us again to move the $10,000 from the Reserve to the Platinum Delta card as you originally requested".
Rant over. AMEX if you're reading this....When you make a mistake, you admit to the mistake, and can easily fix the mistake, why don't you!?!?!