Over the last couple of months or so whenever I call the PSL I'm getting very unhelpful, less knowledgeable agents than ever before and they cannot really solve issues like before. Also the phone sound quality is now always very bad. Maybe I was very lucky in the past and often I would get the same very useful agents (I remembered their names and could recognize their voices - three in particular could work magic). But now I'm guessing the PSL has now been offshored to the Philippines or similar (nothing against that as the Philippines has some super helpful AmEx agents), but the quality of PSL has taken a nose dive. Just my recent personal experience.