UK Amex - No Offers Due To Low Profitability & High Risk
Dec 21, 2016, 9:31 am
#1
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Location: Hertfordshire, UK
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UK Amex - No Offers Due To Low Profitability & High Risk
Hi all,
I've had my UK Amex Plat charge card for 2 years and have gone through a couple of other cards (BA/SPG).
Around 8-10 weeks ago, I stopped received the American Express offers on all of my 3 cards (Plat Charge / Plat Credit / SPG). Phoned Amex who raised a tech ticket. Few weeks after I chased and they read back the notes, maybe by mistake which said the customer has low profitability and high risk. Confused I asked this to be raised to which another agent took it over. Another few weeks, no update so I called today rather annoyed. A manger has taken this under his wing now and is finding out what the issue is because I am currently not eligible for offers. The manager disagrees as I spend around £40,000 a year on my card which he said is a lot than many others. For reference, I don't actually churn the Amex cards.
Wondering if anyone has any light?
I've had my UK Amex Plat charge card for 2 years and have gone through a couple of other cards (BA/SPG).
Around 8-10 weeks ago, I stopped received the American Express offers on all of my 3 cards (Plat Charge / Plat Credit / SPG). Phoned Amex who raised a tech ticket. Few weeks after I chased and they read back the notes, maybe by mistake which said the customer has low profitability and high risk. Confused I asked this to be raised to which another agent took it over. Another few weeks, no update so I called today rather annoyed. A manger has taken this under his wing now and is finding out what the issue is because I am currently not eligible for offers. The manager disagrees as I spend around £40,000 a year on my card which he said is a lot than many others. For reference, I don't actually churn the Amex cards.
Wondering if anyone has any light?
Dec 21, 2016, 9:43 am
#3
Join Date: Mar 2011
Location: Tyrone,EU
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Posts: 2,811
Hi all,
I've had my UK Amex Plat charge card for 2 years and have gone through a couple of other cards (BA/SPG).
Around 8-10 weeks ago, I stopped received the American Express offers on all of my 3 cards (Plat Charge / Plat Credit / SPG). Phoned Amex who raised a tech ticket. Few weeks after I chased and they read back the notes, maybe by mistake which said the customer has low profitability and high risk. Confused I asked this to be raised to which another agent took it over. Another few weeks, no update so I called today rather annoyed. A manger has taken this under his wing now and is finding out what the issue is because I am currently not eligible for offers. The manager disagrees as I spend around £40,000 a year on my card which he said is a lot than many others. For reference, I don't actually churn the Amex cards.
Wondering if anyone has any light?
I've had my UK Amex Plat charge card for 2 years and have gone through a couple of other cards (BA/SPG).
Around 8-10 weeks ago, I stopped received the American Express offers on all of my 3 cards (Plat Charge / Plat Credit / SPG). Phoned Amex who raised a tech ticket. Few weeks after I chased and they read back the notes, maybe by mistake which said the customer has low profitability and high risk. Confused I asked this to be raised to which another agent took it over. Another few weeks, no update so I called today rather annoyed. A manger has taken this under his wing now and is finding out what the issue is because I am currently not eligible for offers. The manager disagrees as I spend around £40,000 a year on my card which he said is a lot than many others. For reference, I don't actually churn the Amex cards.
Wondering if anyone has any light?
It seems something weird is going on.
Dec 22, 2016, 2:26 am
#6
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Dec 22, 2016, 2:26 am
#7
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Location: Hertfordshire, UK
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So you are a "low profit" customer, who spends £40K a year on the card, and also gives them £450 a year plat fee ? Isn't one of the advertised features of the card, that you ARE PAYING FOR, that they give you offers from time to time ?
It seems something weird is going on.
It seems something weird is going on.
Dec 22, 2016, 2:27 am
#8
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Location: Hertfordshire, UK
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Posts: 494
I feel rather disheartened to this. I also love or maybe loved amex and didn't churn the charge cards as I actually valued the product and service. The agent basically said if I had churned, I would have been more likely to recieve the offers!
Dec 22, 2016, 2:28 am
#9
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Location: Hertfordshire, UK
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So an update for everyone....
Firstly I have been told offers are not guaranteed, however I will explain their reason.
Over the past 2 years, I have had 17 adjustments and 3 complaints on my account. The adjustments included 3 recent shop small issues where the merchant didn't accept Amex, I called Amex and without asking, they offered me the statement credit. A lot of the other ones are points that didn't credit, referrals that never posted etc. etc. They stated that means the merchants didn't want to offer me any offers. They said I should have not accepted the first line agents offers of points or money and should have insisted on making formal complaints to be upheld and these do not have a negative effect. The agent said I could make a complaint, but that would just make things worse. He said nothing can be done and we are at a standstill. I said okay then, clearly as such a bad customer, I will close my 3 accounts, he said oh we don't want you to do that though as we value you as a customer due to your high spend etc. In short, if you have issues that are Amex's fault, if you let the first line agents resolve the issue without complaint, this will have detrimental affect to your account and ability to receive offers.
So it seems I am being punished for issues that are no fault of my own. Does that seem fair? To me certainly not...
The agent said as a exception I could speak to the first line exec team later today without making a complaint....
Firstly I have been told offers are not guaranteed, however I will explain their reason.
Over the past 2 years, I have had 17 adjustments and 3 complaints on my account. The adjustments included 3 recent shop small issues where the merchant didn't accept Amex, I called Amex and without asking, they offered me the statement credit. A lot of the other ones are points that didn't credit, referrals that never posted etc. etc. They stated that means the merchants didn't want to offer me any offers. They said I should have not accepted the first line agents offers of points or money and should have insisted on making formal complaints to be upheld and these do not have a negative effect. The agent said I could make a complaint, but that would just make things worse. He said nothing can be done and we are at a standstill. I said okay then, clearly as such a bad customer, I will close my 3 accounts, he said oh we don't want you to do that though as we value you as a customer due to your high spend etc. In short, if you have issues that are Amex's fault, if you let the first line agents resolve the issue without complaint, this will have detrimental affect to your account and ability to receive offers.
So it seems I am being punished for issues that are no fault of my own. Does that seem fair? To me certainly not...
The agent said as a exception I could speak to the first line exec team later today without making a complaint....
Dec 22, 2016, 7:43 am
#11
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You are expecting American Express to evaluate your individual complaints on their merits, but they only see the pattern. They will listen to you, but nothing will change if you persist in complaining about trivial discrepancies. I know that sounds harsh, and it doesn't match how you see yourself, but that's the way their model sees you.
Dec 22, 2016, 7:54 am
#12
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This is an important insight, not just as to Amex, but as to any service provider (including air carrier or hotel program).
Time spent on the phone, email, or other means responding to individual issues is a costly but necessary aspect of doing business. It is particularly necessary for credit card issuers because it involves financial services and consumers have specific rights.
But, when those rights are exercised routinely for smallish issues, even a seemingly profitable customer becomes unprofitable.
Large financial institutions track profitability carefully. It was unusual that Amex was as candid as it was here. Few are. Generally, all that would be said is, "sorry, these are not guaranteed and our decision is final." OP would never have known.
There is tremendous financial pressure in this industry and OP really has two choices. First, let things ride as they are for several years. Do not make comlaints about anything small. Resist the temptation to contact Amex about anything that is not a major event just because one may do so. Second, close the accounts, move on and start a new relationship with a clean slate and resist the temptation to become a "pen pal" of the new financial institution.
Time spent on the phone, email, or other means responding to individual issues is a costly but necessary aspect of doing business. It is particularly necessary for credit card issuers because it involves financial services and consumers have specific rights.
But, when those rights are exercised routinely for smallish issues, even a seemingly profitable customer becomes unprofitable.
Large financial institutions track profitability carefully. It was unusual that Amex was as candid as it was here. Few are. Generally, all that would be said is, "sorry, these are not guaranteed and our decision is final." OP would never have known.
There is tremendous financial pressure in this industry and OP really has two choices. First, let things ride as they are for several years. Do not make comlaints about anything small. Resist the temptation to contact Amex about anything that is not a major event just because one may do so. Second, close the accounts, move on and start a new relationship with a clean slate and resist the temptation to become a "pen pal" of the new financial institution.
Dec 23, 2016, 5:25 am
#13
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Join Date: Dec 2015
Location: Hertfordshire, UK
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Posts: 494
Hi all,
A further update. Out of the blue (I haven't called them back yet because I have been busy) this morning received a call from one of the executive team. He stated the agent who I spoke to was 100% completely wrong. He said how can we penalise a customer who has had issues and we have offered to fix it, it is absurd. He said he doubts it would be legal for them to restrict benefits if a customer has made complaints. He also said, if you were offered points or money, take them, who wouldn't?!
I mentioned the note that the tech team who added the note that the customer is high risk or not profitable. He is still very confused about that and is going up the chain to get this fixed. He couldn't have been more sorry!
The story continues....
A further update. Out of the blue (I haven't called them back yet because I have been busy) this morning received a call from one of the executive team. He stated the agent who I spoke to was 100% completely wrong. He said how can we penalise a customer who has had issues and we have offered to fix it, it is absurd. He said he doubts it would be legal for them to restrict benefits if a customer has made complaints. He also said, if you were offered points or money, take them, who wouldn't?!
I mentioned the note that the tech team who added the note that the customer is high risk or not profitable. He is still very confused about that and is going up the chain to get this fixed. He couldn't have been more sorry!
The story continues....
Dec 23, 2016, 5:30 am
#14
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Dec 23, 2016, 5:31 am
#15
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Fault and fairness are not programmed into the algorithm that flagged your account. It would be little different at any other issuer. No individual customer is important to any mass market company. Each of us is an instance of a type of customer, and your complaints have placed you in a category that is, on average, unprofitable.
You are expecting American Express to evaluate your individual complaints on their merits, but they only see the pattern. They will listen to you, but nothing will change if you persist in complaining about trivial discrepancies. I know that sounds harsh, and it doesn't match how you see yourself, but that's the way their model sees you.
You are expecting American Express to evaluate your individual complaints on their merits, but they only see the pattern. They will listen to you, but nothing will change if you persist in complaining about trivial discrepancies. I know that sounds harsh, and it doesn't match how you see yourself, but that's the way their model sees you.