Originally Posted by AmexOffshoresJobs

I've had the PRG since 2012 and have an annual spend of $50-100k depending on the year but decided to cancel my card today due to horrendous customer service.

When I first got the card, the customer service was excellent and I was always greeted by someone friendly and willing to help but in the last few years the service has really gone downhill to the point where I didn't even want to call. Besides the horrible wait times and rude representatives, every-time I call I'm greeted by someone from India who barely speaks english and is ill equipped in providing the minimum level of customer service necessitated for a charge card. To give one example, a few weeks ago Amex totally dropped the ball and had some IT issues and wiped my 3X Amazon point offer from my account after it had expired. Worse, they removed the useful offer tab that said "expired" so the only proof I had was a screenshot of the offer as this has happened to me before. Now, a loyal member with a significant point balance that calls about something like this should be greeted with an immediate apology and a reinstatement of the points but instead I was told I had to wait 3-5 business days for the "back-office" to sort the issue. I guess even when you exploit underpaid and destitute workers in Mumbai to enhance your bottom line it stills takes significant time for a simple issue but I'm a reasonable guy so I wait.. and wait... and wait. Nearly 10 business days later I call back and they say sorry we're still working on it, you need to wait at least another 15 BUSINESS DAYS. When I escalated the situation they totally lied and mentioned the hurricane even though the original time period they had given me lapsed well before the hurricanes onset.... When I asked to cancel the card the representative offered me 20,000 points but I would rather keep my dignity than dance with the devil that is American Express.

In summation, if you like speaking to exploited Indian CSR's who can't help you, being lied to, and being cheated after being a customer for six years, do business with Amex.