Infuriating retention call yesterday. I’ve been subject to 2FA since a biz gold card replacement for fraud a few weeks ago and the
solution that worked in October only worked for a few days this time.
First call (from a landline) Membership Consulting (retention offer) agent brought in a Fraud and Security agent (3 way call) to do the next level authentication. F&S agent sent a code to my mobile phone, then called me at a number I provided, either same landline for me to do call waiting or mobile phone (which I selected), for a 30 second call in which I merely said yes to “is this Dr Jabadski?”, then sent a link to my mobile phone for me to go to a website to scan my drivers license and then a selfie for facial recognition. Then F&S agent told MC agent how to verify me but the system wouldn’t accept it so did send link and DL scan and selfie again, no joy again.
After a 35-40 minute call, during which I could not discuss any specific account (accomplishing bupkis), I was told to call back. Called back 30 seconds later, tried to prevent the MC agent from bringing F&S on the call, said “please close this account” 3-4 times. Account closed.
If nothing else this experience gave me another great reason to close an AmEx card. “AmEx is now subjecting me to near torture every time I call which Chase and Citi and Schwab don’t do, please close my account immediately.”
Originally Posted by
Dr Jabadski
A week ago I accepted a retention offer on a 6-7 year old no-AF BBP card, 10K/$5K/3months, ~$100 in charges (on the card) since (accepting that offer). … I’ve since received an offer for a NLL BBP which I’m considering. I wouldn’t want to have 2 of these cards. Any experiences or opinions regarding closing an account within 12 months (or in this case 1-2 months) of an accepted retention offer for which the spend was not accomplished and thus the points not received? Nothing to clawback, risk would seem to be shutdown and/or pop-up jail. Thank you.
Originally Posted by
Luger
Keep the card for 12 months or they will claw back the retention offer.
What would they claw back if the required spend has not been made, and the retention bonus has not been awarded?
The first MC agent I spoke with yesterday was outstanding, gracious and knowledgeable and had the same uncommon first name as my Mom which gave me a easy way to chit-chat and establish rapport prior to starting discussion of my accounts. After 35 minutes of failed verification BS and after the F&S agent disconnected, I asked her about the question in the quote above. She basically said that from a retention offer violation viewpoint, not meeting an accepted retention offer minimum spend and not receiving the retention offer points and then closing the account shortly thereafter (prior to 12 months), was free of risk of adverse AmEx action, the only thing they would do is take back the points, no other adverse action.