H3A3H3

What the hell is American Express thinking by outsourcing their Credit Report Bureau to a bunch of paralyzed linguist, whose quality of work is abysmal in India?

SHAME ON AMERICAN EXPRESS.

This is clearly a behavior of a company that does not give a dam.

rg77

Interesting post from someone who can't spell damn!

H3A3H3

I've been to this rodeo before. Enduring the American Express Fraud Unit in India is unfortunately not new to me.

I could not understand one word that American Express' "Fraud Specialist" was saying. Not one word. My call to them took almost 40 minutes!, 35 minutes of the 40 because of a language barrier and incompetence in India.

Is there any effective way, other than cancelling all of the American Express cards that we have, to get American Express to listen to our complaints about the Fraud Unit in India? And then, to do something about it?

I asked the guy in India if my call could be transferred to the United States, he said no. Or, I think he said no. Lord knows what he said.

Does anyone know any one at American Express that would listen to our complaint?

Is there any way to entirely avoid doing any business with the Fraud Unit in India? E.g. calling certain hours of the day, certain days of the week?

Thank you.

vikz27

The Amex "Credit Report Bureau" team belongs to Experian and not amex in itself. There is no way around it

Sohan

I'm surprised American express would let anything with their name on it be outsourced. They pride themselves on customer support and it's been shown time and time again that outsourcing leads to frustration for consumers when done wrong.

H3A3H3

I've been wondering who those American Express IMPOSTORS were, now I know. Thank you. It makes perfect sense, a completely illogical business proposition from a company (American Express) that would like you to believe that they are committed to Customer Service.

billatq

Are they really that bad? Most of the ones that I have spoken with recently have lovely British-Indian accents and were competent.

aSiAnRiCk

Politely hang up and call again?

H3A3H3

I tried that a few times, each time my call was routed to India.

I did reach a competent, English speaking gentleman at the American Express office in Ft. Lauderdale yesterday. He implied that calls to American Express' Fraud Department are routed to India on certain days of the week, and at certain hours of the day. Sadly, as time sensitive as my call to the Fraud Department may be, should I need to talk to the Fraud Department again, I will call them only during business hours, Monday to Friday, to avoid my call being routed to India. I'm done with that.

zgrzfg

Amex prepaid card CS center including AFT also in India. those guys helped nothing but asking me do a short survey. I even tried to call at 3 AM - 4 AM at Indian time and thought I could get an American agent but amazingly always indian agents answered my call.

gooselee

This. Part of my work involves training the employees at many of the outsource centers in India. They are quite pleasant and intelligent people, and more than that, they are PEOPLE, just like you and me. Think about how you might react if someone calls you at work, hears a heavy Boston/New England accent (for instance), and immediately turns into a jerk.

Re: calling at 3am-4am IST, realize that many of those outsource centers work either 24/7 or on US time to accommodate their customers, meaning 8pm-6am IST or something similar.