I don't know about AMEX CSRs, however, this happened to me with a United CSR several years ago. They were incompetent and did not know they could do what I was asking so they hung up when I asked for the supervisor! Unfortunately, although I knew the persons first name, I did not have any further information. I hoped that the call was one "selected" for the random recording. It takes ALL types. Fortunately, I have had great success with CSRs other than that.