Originally Posted by
mikesyr18
Not sure why companies hire people, fail to train them, and are willing to embarrass themselves to save a few bucks. The people who help customers with inquiries on chat and on the phone represent the company.
A customer service rep needs to understand that customers know what card they have.
In fairness, contactless isn't exactly a common request. Not that it excuses AmEx CS but it probably explains at least some of the issues.