Comments on: Scenes from American Express http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/ Made to Stick Blog by Dan and Chip Heath Thu, 13 Nov 2008 05:22:57 -0800 http://wordpress.org/?v=2.8.6 hourly 1 By: David http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-21618 David Tue, 11 Nov 2008 13:23:45 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-21618 A similar protocol is used by AT&T to protect against fraud. I was once called upon returning from an atypical trip over seas. How nice I thought as they confirmed the calls were indeed mine, then I realized the charges must be large or else they wouldn't be calling. Once I found out they were large I was able to negotiate them down since their representatives had not presented the best plan when I called to arrange the overseas calling prior to the trip. So it all worked out, but not without some effort. Consider what might happen if similar analystics are used for travel. Electronic identity management and biometric authentication will end creating very big problems. The Other Side of Midnight stories may become more common due to mistaken or modified identities. Fundamentally this is similar to the assault on the 2nd amendment. You don't really need a gun because you don't have a history of using one. It is really for people who use them all of the time. Those people are better enabled to protect you. Besides you really aren't qualified to make the decision on when to use it for yourself. We'll make the decision for you. Much like your problem with AMEX it begs the question about when you really need it can you readily get to it and use it. A similar protocol is used by AT&T to protect against fraud. I was once called upon returning from an atypical trip over seas. How nice I thought as they confirmed the calls were indeed mine, then I realized the charges must be large or else they wouldn’t be calling. Once I found out they were large I was able to negotiate them down since their representatives had not presented the best plan when I called to arrange the overseas calling prior to the trip. So it all worked out, but not without some effort.

Consider what might happen if similar analystics are used for travel. Electronic identity management and biometric authentication will end creating very big problems. The Other Side of Midnight stories may become more common due to mistaken or modified identities.

Fundamentally this is similar to the assault on the 2nd amendment. You don’t really need a gun because you don’t have a history of using one. It is really for people who use them all of the time. Those people are better enabled to protect you. Besides you really aren’t qualified to make the decision on when to use it for yourself. We’ll make the decision for you. Much like your problem with AMEX it begs the question about when you really need it can you readily get to it and use it.

]]> By: Janie J. http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-21598 Janie J. Tue, 11 Nov 2008 05:52:42 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-21598 I get the AMEX card in November of 2007. I have no troubles with it. Use it as much as I can for Christmas and so forth. Our first big purchase is in January. It is right at $1000 for a new tv. Everything is great, no problems. Continue to use the card regularly. In July we need to get a new computer. Go to the store, pick out a PC and the accessories push all of the new stuff up to the counter, wait in line, and bam! Declined at check out. Knowing that I have always paid my bill on time and they have "NO PRESET SPENDING LIMITS," I have the cashier call for approval. They decline. I talk to the representative and ask, why are you declining the charge? In a rather condescending voice I get because ma'am, the purchase you are trying to make is outside of your spending habits and therefore we are not able to process the payment for the items. WHAT??? Outside of my spending habits? I freaked out and apologized for not making $1300 purchases on a daily basis. Questioned whether someone using their American Express to purchase such a high dollar item in one transaction is really that far out of the realm of possibility. She continued to give me the song and dance and due to the fact that it was the only card I had with me, as I did depend on them, I had to dance to the beat of their drum. I ended up having to make a payment on my account that night, which by the way, I had just paid my bill the week before, or else they were not going to allow for the payment to go through. I am so fed up and over the stupidity. Not to mention the ridiculous outsourced customer service that has no idea what I am trying to really say to them and just keep apologizing. Needless to say, I still have my card because I have racked up thousands of reward points that I don't want to lose. Its a catch 22! I get the AMEX card in November of 2007. I have no troubles with it. Use it as much as I can for Christmas and so forth. Our first big purchase is in January. It is right at $1000 for a new tv. Everything is great, no problems. Continue to use the card regularly. In July we need to get a new computer. Go to the store, pick out a PC and the accessories push all of the new stuff up to the counter, wait in line, and bam! Declined at check out. Knowing that I have always paid my bill on time and they have “NO PRESET SPENDING LIMITS,” I have the cashier call for approval. They decline. I talk to the representative and ask, why are you declining the charge? In a rather condescending voice I get because ma’am, the purchase you are trying to make is outside of your spending habits and therefore we are not able to process the payment for the items. WHAT??? Outside of my spending habits? I freaked out and apologized for not making $1300 purchases on a daily basis. Questioned whether someone using their American Express to purchase such a high dollar item in one transaction is really that far out of the realm of possibility. She continued to give me the song and dance and due to the fact that it was the only card I had with me, as I did depend on them, I had to dance to the beat of their drum. I ended up having to make a payment on my account that night, which by the way, I had just paid my bill the week before, or else they were not going to allow for the payment to go through. I am so fed up and over the stupidity. Not to mention the ridiculous outsourced customer service that has no idea what I am trying to really say to them and just keep apologizing. Needless to say, I still have my card because I have racked up thousands of reward points that I don’t want to lose. Its a catch 22!

]]> By: Katie http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-16455 Katie Thu, 25 Sep 2008 18:14:59 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-16455 I have two Amex cards-one for work and a personal card. When I got married I called to change my name on my two cards. They told me they would be happy to change it. I received my new cards: same last name. I call again and explain what happened so again they say 'OK we have it in the system for sure...we'll send the new ones'. Sure enough the new ones: same last name. It took 4 phone calls, 3 new cards, 2 managers and a threat to just cancel all my accounts before they finally figured out that I didn't need a replacement card b/c I lost it, but rather because of a new account name. I have two Amex cards-one for work and a personal card. When I got married I called to change my name on my two cards. They told me they would be happy to change it. I received my new cards: same last name. I call again and explain what happened so again they say ‘OK we have it in the system for sure…we’ll send the new ones’. Sure enough the new ones: same last name. It took 4 phone calls, 3 new cards, 2 managers and a threat to just cancel all my accounts before they finally figured out that I didn’t need a replacement card b/c I lost it, but rather because of a new account name.

]]> By: C. Kless http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-16315 C. Kless Wed, 24 Sep 2008 11:53:45 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-16315 Amex: While traveling in Costa Rica, I had been using my Amex for several days when it ultimately came back at a local restaurant as 'denied'. I used a different card, paid the check, and called Amex when I got back to the hotel. After the requisite round of security challenges I was able to talk to an agent who unblocked the account which had been frozen due to 'unusual account activity'. This was the multiple charges outside the country, which by the way, I had called and told them I'd be traveling toCR and for what period of time which I was told would be noted on the account. The following day I went to use the card again and it was denied. I tossed it in a bag and forgot about it, using my Visa without incident the remainder of the trip. Upon receiving my Amex bill I noted a Service Charge of some $80 which I knew nothing about. I called the same 'toll free' number which I had used while in CR and spoke to another agent. I was told that the charge was for using that same 'toll free' number from outside the country. I explained that if they had not blocked my card after I told them where and when I would be traveling I would not have made that call. After seeking a manager and again explaining the situation I had the charge removed. I promptly paid the bill, cancelled the card, and have been 'clean' of Amex ever since despite the mounds of offers they continue to send me in the mail even after telling them twice now to remove me from their lists. That is how not to win customers and influence people to use your services... Amex: While traveling in Costa Rica, I had been using my Amex for several days when it ultimately came back at a local restaurant as ‘denied’. I used a different card, paid the check, and called Amex when I got back to the hotel. After the requisite round of security challenges I was able to talk to an agent who unblocked the account which had been frozen due to ‘unusual account activity’. This was the multiple charges outside the country, which by the way, I had called and told them I’d be traveling toCR and for what period of time which I was told would be noted on the account. The following day I went to use the card again and it was denied. I tossed it in a bag and forgot about it, using my Visa without incident the remainder of the trip. Upon receiving my Amex bill I noted a Service Charge of some $80 which I knew nothing about. I called the same ‘toll free’ number which I had used while in CR and spoke to another agent. I was told that the charge was for using that same ‘toll free’ number from outside the country. I explained that if they had not blocked my card after I told them where and when I would be traveling I would not have made that call. After seeking a manager and again explaining the situation I had the charge removed. I promptly paid the bill, cancelled the card, and have been ‘clean’ of Amex ever since despite the mounds of offers they continue to send me in the mail even after telling them twice now to remove me from their lists. That is how not to win customers and influence people to use your services…

]]> By: Brian Mason http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-15249 Brian Mason Mon, 08 Sep 2008 19:08:18 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-15249 www.customyourservice.com I am writing a customer service blog... http://www.customyourservice.com

I am writing a customer service blog…

]]> By: Hugh Bursi http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-14743 Hugh Bursi Tue, 02 Sep 2008 19:34:25 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-14743 On a more pleasant note, LOVE THE BOOK. It sits on my desk as all times and every time I write or re-write a marketing piece, the principles are applied. On a more pleasant note, LOVE THE BOOK. It sits on my desk as all times and every time I write or re-write a marketing piece, the principles are applied.

]]> By: Hugh Bursi http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-14742 Hugh Bursi Tue, 02 Sep 2008 19:31:30 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-14742 Okay, here is my last AMEX story, the proverbial straw that led to cancellation of three different cards and one more soon to follow. At Best Buy purchasing ink for my PC printer, my American Express Delta card which I have had since they first came out is denied. Gave them a VISA card and figured I would call when I got home and straighten things out. HA! Upon calling, I find the account is frozen/blocked, as is all my other American Express card accounts. Asking why they are blocked, neither the agent or her supervisor can tell me. After a couple of transfers (re-telling the whole story each time - one would think the details could be passed via a comment in my account record or somesuch appraoch) -- I finally get someone who can tell me the account was frozen by the "collections" department. This department is closed for the weekend and I have to call back on Monday to get the whole story. On Monday, I find that they say they have discovered a charge from about 25 years ago for about $250 that I owe on a card I do not posses (and do not remember possessing). Also, all my accounts will be blocked until I pay the charge. I ask when and what the charge was for (i.e., what was purchased when). They cannot tell me! I ask why they did not call, write or e-mail before blocking the cards to inform me of this alleged deliquency. They cannot tell me! I tell them there is no way I am going to pay for a charge they can neither describe or date and hang up. The next day I called and cancelled three of the four AMEX cards I have. The last, a green card I have had since 1975 and used mainly for business and personal travel expenses, I decide to keep for sentimental reasons. A week or so later, I got a letter from a special customer service group asking me to call. After explaining why I had cancelled the cards and that I have yet to receive a valid explanation for their actions, the agent agrees that I was not treated very well. The next day I use my Green card only to find out it is blocked due to lack of activity. I call back the "special" agent who works with me to get the card unfrozen. Tehn, for a subsequent purchase, I find out the freeze was released for only the one transaction and the card still cannot be used. I called Citibank and got an AAdvantage personal and business card within two days. The green card just came up for renewal and I have decided screw the sentimentality about the 28 years, the card and AMEX is toast in my financial life. Okay, here is my last AMEX story, the proverbial straw that led to cancellation of three different cards and one more soon to follow.

At Best Buy purchasing ink for my PC printer, my American Express Delta card which I have had since they first came out is denied. Gave them a VISA card and figured I would call when I got home and straighten things out. HA!

Upon calling, I find the account is frozen/blocked, as is all my other American Express card accounts. Asking why they are blocked, neither the agent or her supervisor can tell me. After a couple of transfers (re-telling the whole story each time – one would think the details could be passed via a comment in my account record or somesuch appraoch) — I finally get someone who can tell me the account was frozen by the “collections” department. This department is closed for the weekend and I have to call back on Monday to get the whole story.

On Monday, I find that they say they have discovered a charge from about 25 years ago for about $250 that I owe on a card I do not posses (and do not remember possessing). Also, all my accounts will be blocked until I pay the charge. I ask when and what the charge was for (i.e., what was purchased when). They cannot tell me! I ask why they did not call, write or e-mail before blocking the cards to inform me of this alleged deliquency. They cannot tell me!

I tell them there is no way I am going to pay for a charge they can neither describe or date and hang up.

The next day I called and cancelled three of the four AMEX cards I have. The last, a green card I have had since 1975 and used mainly for business and personal travel expenses, I decide to keep for sentimental reasons.

A week or so later, I got a letter from a special customer service group asking me to call. After explaining why I had cancelled the cards and that I have yet to receive a valid explanation for their actions, the agent agrees that I was not treated very well.

The next day I use my Green card only to find out it is blocked due to lack of activity. I call back the “special” agent who works with me to get the card unfrozen. Tehn, for a subsequent purchase, I find out the freeze was released for only the one transaction and the card still cannot be used.

I called Citibank and got an AAdvantage personal and business card within two days. The green card just came up for renewal and I have decided screw the sentimentality about the 28 years, the card and AMEX is toast in my financial life.

]]> By: Benjamin Chambers http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-14320 Benjamin Chambers Wed, 27 Aug 2008 05:24:13 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-14320 Isn't that wonderful? If you do find <em>Gospel</em>, the acknowledgements are at the back; personally, I recommend Barnhardt's first book, <em>For Emma, Who Saved My Life</em>. Isn’t that wonderful? If you do find Gospel, the acknowledgements are at the back; personally, I recommend Barnhardt’s first book, For Emma, Who Saved My Life.

]]> By: Dan Heath http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-14316 Dan Heath Wed, 27 Aug 2008 01:48:36 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-14316 Benjamin, that is genius. I just started laughing out loud in a coffee shop, and now the other patrons are looking at me with unease. I must track down Gospel... Benjamin, that is genius. I just started laughing out loud in a coffee shop, and now the other patrons are looking at me with unease. I must track down Gospel…

]]> By: Benjamin Chambers http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/comment-page-1/#comment-14314 Benjamin Chambers Wed, 27 Aug 2008 01:39:39 +0000 http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/#comment-14314 The most stylish story about American Express's absurdity is one told by fiction writer Wilton Barnhardt, which appears in the acknowledgments to his 1993 book, *Gospel.* Bear in mind that he'd been doing a lot of foreign travel to research the book: "...[A]nd to American Express, who canceled my card <em>when I was in the friggin' Sudan</em> after a review showed I had "insufficient salary" to deserve renewal, I execrate you: <em>Anathema! Anathema! Anathema!</em> The most stylish story about American Express’s absurdity is one told by fiction writer Wilton Barnhardt, which appears in the acknowledgments to his 1993 book, *Gospel.* Bear in mind that he’d been doing a lot of foreign travel to research the book: “…[A]nd to American Express, who canceled my card when I was in the friggin’ Sudan after a review showed I had “insufficient salary” to deserve renewal, I execrate you: Anathema! Anathema! Anathema!

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