rgrunnah

Fellow FT'ers:

I recently applied for and was approved for the Delta Reserve Personal and Delta Platinum Skymiles for Business cards, and I am eager to start spending on them so I can earn my MQM bonuses before the end of the year (30k + 20k, respectively).

However, for the Delta Reserve card, AMEX assigned a brand new (and incorrect) Skymiles number to the card, which is printed on it and visible from the AMEX website. Also, though the correct Skymiles number is printed on the Platinum Skymiles card, it doesn't show up through the web portal either (it says "Skymiles # Not Available".

After several calls to AMEX customer service, each agent wrings their hands and says something like "I've never seen this before", "I'll have to check on it and call you back" (with no callback), and "I'll open a ticket, which may take a few days".

Then last week, not sure how, but I got a guy named Joe (I should have gotten his full name and direct contact) told me that he was the highest level of AMEX customer service and would stay on the phone with me while we resolved the issue. He had to escalate it to his supervisor, who called Delta directly to discuss the wrong number issue on the Reserve Card, and Delta told the supervisor that it was an IT problem on their side, and would be resolved in 72 hours.

A week later and the old Skymiles number is still showing up on the web portal, and I have no idea how to call Joe back to check on status. Every time I call, I get either the Indian call center (who cannot even begin to resolve complicated things like this) or an American call center with a low level customer service employee who has to spend 20 minutes "reading the notes" and taking me back to square one.

So... Does anyone have any tricks for how to get to the real Top Tier nerve center at AMEX so I can finally get a solution to this annoying problem?

Yoshi212

Have you called Amex to see if they can look at which rep it was and possibly get message to them to contact you? I haven't tried this with Amex but have had this work with other companies.

Centurion

Of all of Amex partners Delta is the closest as Amex computers can talk with Deltas computers and I think I would just make another call from a speaker phone where you can be patient. This coming from someone who once had a single account Starwood and Hilton on the same account statement and was earning points in neither program. It just took a look time and many calls to set things straight.

FTA

You can use social media. A social media agent will then contact you

bocastephen

The Facebook messaging system only brings up an automated bot - and you need to register and give Facebook access to the merchant information where you are using the card - no thanks.

Any other option for contacting Amex senior level support? I've been trying to reach anyone in the US who can help with a corporate green card issue, and after about 6 phone calls, I finally thought I found someone until the line was dropped after 5 minutes on hold. I will not deal with their offshore people in India anymore.

I'm pretty much at the end of my rope with these people and need to escalate.

Any suggestions are appreciated - I assume the Amex presence here at FT is gone.

mia

Yes, but seem to have been the same people as on Twitter

https://twitter.com/askamex

bocastephen

Thank you, but I don't have a Twitter account - I guess my only option is to keep calling if they can't be reached online?

krazykanuck

its not hard to make a throwaway Twitter account just for contacting customer service agents. I was able to use IHGs Twitter reps to help resolve something today in 2 hrs that they'd done nothing with since I reported my account hacked 10 days ago.

Centurion

Spend a lot of money and almost all the credit card companies now will reroute your call. They all track you like a casino now. Amex still has Relationship Managers but you do not need them.

jr2z

I think once a complaint becomes public, the corporations will bend over backwards to fix the problem ASAP and make it go away. Had the same issue with Delta, got a fix to my problem within 30 minutes

b8b

Does anyone have any recent tips on who to tweet at Amex to get some attention?