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Jezzz, after moving away from BA, I decided to move to the Platinum Card. Wad told it would be easy, get pre-approval, 23 years a customer with never one missed payment. Got declined, because I had too much credit on the BA card I was going to cancel. Reduced the credit, ask them to reconsider. They never followed up.
Wrote to customer services asking for help, and I got some person call me to say that my complaint was not upheld. Even lied, and said I had sent an email saying I no longer wanted the card. First I didn’t complain, I asked for help. Second, I just wanted someone to help me figure out what had gone wrong.
Well as I did with BA, I voted with my feet. Cancelled all my cards and said goodbye after 23 years.
I am f****** sick of companies have zero regard for customers.BA, Amex you name it they have no concerns. The tables will turn….
While I sympathise this is partly your fault for how you navigated the issue. Firstly all customer service is useless these days not just amex. Secondly you should have done a pre eligibility check online before applying at all. Thirdly instead of asking them to reconsider you should have just waited a month or longer then checked your eligibility online.
Lastly loyalty doesn’t pay, never be loyal to companies in this day and age.Firstly all customer service is useless these days not just amex.
Nonsense. Data on customer satisfaction are widely available for almost all industries, and there’s a gulf between the best and the worst. Loads of businesses continue to pride themselves on their service. Use them and not the others.
Secondly you should have done a pre eligibility check online before applying at all.
Decent companies don’t expect you to use tricks of the trade to get a good outcome.
Thirdly instead of asking them to reconsider you should have just waited a month or longer then checked your eligibility online.
Decent companies don’t expect you to use tricks of the trade to get a good outcome.
Lastly loyalty doesn’t pay, never be loyal to companies in this day and age.
Again, nonsense. Many companies reward loyalty, Use them, not the others.
@rich4423, you have my sympathy. Amex portrays itself as a premium business but doesn’t remotely behave that way.@rich4423 – this is the new Amex UK (and it is a particular problem here). There is absolutely no credit given for loyalty nor any holistic view of customer. Customer service has collapsed in the same manner as that of John Lewis, two companies whose market share has collapsed for that reason as well as products that are no longer unique or competitive.
One sort of imagines that Amex would address the problem, but if you met the top management team in the UK, you would appreciate why they are floundering.
@rich4423 I think this is simply the trade off. By spending just £10k on a BAPP, if you get 15k Avios and a 241 voucher, this generosity should be paid for by someone. And this is the result.
I use some of these “high customer satisfaction” banks, but I don’t get anything at all back from them. Nothing. Just 80s style good banking. No frills no benefits.@rich4423 I think this is simply the trade off. By spending just £10k on a BAPP, if you get 15k Avios and a 241 voucher, this generosity should be paid for by someone. And this is the result.
I use some of these “high customer satisfaction” banks, but I don’t get anything at all back from them. Nothing. Just 80s style good banking. No frills no benefits.The big difference is that Amex charges large fees to hold many of its cards and high fees to merchants. It previously prided itself on offering superior customer service vs every other provider and it did provide that better service. It no longer does. Amex is now just one of many providers without a USP; there’s plenty they could do but they are very complacent/arrogant and rely upon a rich US parent to subsidise the UK business
@JDB good point. But I still believe “those days” were the exception. This now is the new default, rather than the other way around.
What’s funny is that, in my experience, the banks that might be considered less fancy such as First Direct or Nationwide offer good service and one gets to speak to humans who appear well trained and empowered to resolve issues and offer far superior service vs the ‘premier’ offerings of Barclays/Lloyds/RBS/NatWest. Even Coutts offers fairly rubbish day to day service. Santander/Cater Allen service is beyond appalling per my wife. If you look at how much legacy banks pay call centre staff, it’s no wonder they get such low calibre staff and training can’t be much good either.
I don’t know enough about the newbies/fintechs, but many report Starling but the likes of Revolut and Monzo seem to offer very poor service.
Amex cards have become coupon books.
They gutted the concierge service. Outsourced travel platform to Expedia.
It is still lucrative to churn rather than stay loyal.Lack of competition in the premium end.
Let’s hope we see more of the likes of Revolut ultra.
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