Yeah, their customer service isn't the greatest. I have a large ($1K+) charge from some landscape company that isn't legit (I pay my guy in cash). On each call I made to report the issue and had them put a hold on the call the lady insisted on trying to sell me theft protection for only $x per month.

Also it is one of those companies that insist you enter your account number and then often the first question I get is what is your account number?

It is nice to get a few miles off rewards and save some on award fees plus a few other things, such as 10K in equity miles for the $25K spend but the phone system doesn't win any good awards.