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Having spent multiple calls and chats with AMEX customer support earlier today, unfortunately, the quality of support is not there anymore. The agents have no understanding of the business and products, they promise stuff and then forget to follow-up, everything seems to be falling apart.. I’ve been a customer for over 10 years and I haven’t seen such a degradation of quality before. The question is, which card provider in the UK is best for customer support and decent benefit?
I had amazing experience so far with HSBC Premier travel insurance, is their credit card customer service also similar?
Are there any other cards on the market that offer great customer service when things go wrong?
Amex are hit and miss these days (mostly miss).
The Brighton based team seem to offer the best customer service experience but I rarely get through to them.
If I had a guaranteed method to speak to someone in Brighton every time, then I’d probably be fine with Amex.
Asking the numpties in the Philippines to put you through to the UK team doesn’t seem to work anymore (for me anyway).I really don’t understand what is AMEX thinking. The people in Philippines are 10x cheaper but they are also 10x worse and slower to solve a problem. Their incompetence is unbelievable. I need mental health therapy after every interaction I have with them.
I not that impressed with Amex customer service, but I think the worst is Barclaycard.
I spoke to them as my account had been locked (waste of £20 a month) 5 days ago they promised me a call back within 24 hours (this was a person not a bot). I even cancelled something so I could be available for their call.
Needless to say the call never came, I can cope with incompetence or poor training to a certain extent, but I can’t cope with blatant lying, what kind of people are they using, have they no conscience ?
Tried to ring a couple more times they don’t know what has happen and can’t wait to get of the phone quickly enough.
One suggested I go into a branch so I told them that Barclays and Barclaycard were different companies, they didn’t know this.
So in the rush to the bottom Barclaycard wins over Amex.
Rant over.
@Misty while I have some sympathy with your plight, you didn’t follow the sound advice given here last week but instead called Barclays who blocked your card. I’m afraid that was self-inflicted.
Obviously if someone at Barclays says they will call you back then they should do so when they say they will but, in the real world, very few companies across lots of sectors actually do. I would never change any appointment in the expectation of a callback.
I try to minimise engagement with Amex or Barclaycard because they are a pain to deal with although one occasionally, but all too rarely, comes across someone helpful. Self help is the more efficient route.
Barclaycard is a fully owned subsidiary of Barclays, so for all practical purposes they are the same company, branches do deal with Barclaycard and if you have a Barclays account, the Barclaycard is serviced inside the Barclays app and you can use PINSentry for things like unlocking.
I appreciate that you are encountering an issue which is seriously irritating and shouldn’t be so difficult to resolve but that doesn’t mean the whole bank is bad. The simple fact is that for most people the Barclays Avios cards work just as well as any other decent MasterCard issued in the UK.
If you call Barclays, don’t ask them to do more than one thing at a time. If you don’t want to call again with a simple unblocking request, you could write to the CEO’s office – but avoid rant – just a factual chronology of events and you will probably get a call by the end of the week.
Hi thank you for your post, I guess I am just frustrated that I can’t seem to get it unlocked and need to make some fairly large purchases. Do you have an address or a email for the CEO that you could let me have please – don’t worry I won’t rant, I will be brief and factual, sorry HfP has had to bear the brunt of my annoyance.
On topic I still think the CS I have had from Amex is marginally better than that from Barclaycard.
Hi thank you for your post, I guess I am just frustrated that I can’t seem to get it unlocked and need to make some fairly large purchases. Do you have an address or a email for the CEO that you could let me have please – don’t worry I won’t rant, I will be brief and factual, sorry HfP has had to bear the brunt of my annoyance.
On topic I still think the CS I have had from Amex is marginally better than that from Barclaycard.
It’s cs dot venkatakrishnan at barclays dot com
Thank you.
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