Astaroth

Well had a frustrating circular set of discussions with AmEx complaints team.

1) Tried to email Concierge for a non-urgent request. Got an email back saying they no longer accept requests by email only by secure messaging

2) Go into Secure Messaging and Concierge (and travel) are no longer there

3) Message the Complaints team about the above

4) Complaints team says if not able to send Secure Message send by email to which I reply that they dont accept email

5) Complaints team says if they dont accept email then send by Secure Message to which I reply that I cant

6) Complaints team say if I cant send secure messages then send by email to which I reply again that they say they wont accept

7) Complaints team come back saying they've confirmed email wont be accepted so I have to send by secure messaging

Getting bored with the complaints team not actually reading the case notes I phoned them up today to be advised by them that Concierge and Travel have been intentionally removed from secure messaging and Concierge wont accept new instructions by email and so the only way to contact them is by telephone.

Anyone else finding this? Certainly I find it easier to fire off a quick email/ secure message for a non-urgent request, esp when working in different timezones, than have to phone them, say what I want a couple of times and then be told I'll have to wait for the restaurant etc to open again etc

tuchop

I have this email address for Centurion Concierge: Concierge Services <[email protected]>.
My card is issued in Argentina. I don't think this is an address for argentinian cards tho, because I also have a specific argentinian concierge email. But when I send an email to the provided address, i get a reply from them. So start by saying your name and where your card is issued so they can re-direct the message.

Astaroth

Many thanks

I do have the general UK concierge email address and the personal email addresses of a couple of the people I've dealt with in the past but the two emails I've sent (one to each) were responded to with an email saying I must raise the new request by Secure Messaging - so clearly those in Concierge don't now secure messaging has been turned off for them either.

leaveamessage

Would be very useful to be able to email requests- especially when travelling

tuchop

hmm that's strange. I used the email address I provided during my trip in January/February. I've requested several things from restaurant reservations, to information about a city we were going to visit, and problems we faced. All answered within hours (we were across the world with almost 12 hour difference).

Astaroth

For the UK this is new, I can see I sent a Secure Message only last month to them and have done things via standard emails in the past. Now can't do either.

Travel have also removed secure messaging but they are saying that emails, whilst not preferred, are ok still

JK

Do you have an RM? My RM takes care of Travel & Concierge related items for me. When he's not there, his colleagues pick up his emails and answer them. Very odd that they've stopped accepting your emails! I'd almost cancel mine if they made me go through such hoops - having a dedicated contact is one of the few reasons I justify the cost of my Centurion card!

Maybe give the UK Cent team a call and ask who your RM is, or what email address you can reach them at? That really would be bonkers to need to secure message them each time!

Astaroth

I am Plat rather than Cent, I did once have one offer to be an RM for me (I assume unofficially given Plat dont normally get a dedicated RM) but I was fairly new to AmEx then and didnt know how much I would be using it etc so didnt take them up on the offer.

Its even more bonkers them saying I have to secure message them when they've turned off the secure messaging

mia

How often had you been contacting them? Is it possible that you have been a heavy user of the service, and this is a strategy to reduce the frequency of your requests?

Astaroth

Not heavy at all, at least not in my books. Maybe 1 request to each Travel and Concierge every 2-3 months though each request can have a little backwards and forwards as they can be wanting recommendations.

mia

That seems very reasonable.

Gagravarr

My workaround is to send a secure message via " Account Management - Benefits & Services" and prefix it to say that I'd like to use the Concierge Service, they then forward it through!

This time they've just suggested these email addresses for the future, not yet had the chance to test either to see if they've been disabled too or not:

Astaroth

I did, they havent been disabled but the Concierge one replied saying that they cannot accept instruction via it please send it by Secure Messaging. The Travel one is fine.

My trick was to send the request via Complaints - ironically it wasnt forwarded to them hence having a new message to send that team to which they replied they were happy to forward messages