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Bad Customer Service: We Are Here to Kiss Your Ass, Not Fix Your Problem


BAD SERVICE 1From RicemanFTWgizmodo

Been a card holder for AmEx for 8 years. Made a decimal point mistake when making a payment from my iPhone. Thousands of dollar payment instead of hundreds. Naturally the payment gets returned.

I discovered the error before AmEx even knew about it. I notified my bank and I notified AmEx. Both were VERY understanding and told me not to worry. AmEx went so far as to say that they would cover an overdraft charges I was hit with and that since this was my first blemish with them that it wouldn't negatively impact me in anyway.

Fast forward to a few days later, I get a call from the wife saying that she can't use the card...I check the account, no suspension notices or anything. I call AmEx up and I'm put through to their returned payments department.

I end up on the phone with a very unsympathetic rep who basically accuses me of trying to defraud them so that I can make illegal purchases.

When I inform that I had contacted AmEx a few days before to notify THEM of the mistake I had made he told me if that was the case then I should have stopped the payment. I explained to him that the customer service rep I spoke with never suggested that because everything would work it's way through the system and that my account wouldn't be negatively affected.

His response..."That's what customer service does. They tell you what you want to hear."

WTF? Well, I ask him if they can lift the hold because it's on another card and shouldn't effect my whole account. No. Is there anything I can do?

"Do you have the funds available for that payment?" I don't. "Then no. Your account is suspended until everything clears or we get a stop payment from your bank."

The guy was completely unsympathetic and unwilling to work with me. I realize it was my fault, but mistakes do happen. I'm ready to tear up my AmEx, but I decide to try one more thing. I call the bank, issue a stop payment, and then call AmEx one more time. I get another return payments rep. However this time...she is willing to listen. It was like night and day.

I explain the situation to her. She is immediately understanding. She looks at my account, puts me on hold, then comes back on and says that her supervisor has authorized my card to be reactivated.

I'm shocked..and happy. I speak with her supervisor, thank him and sing her praises. He looks over the call record and gets the name of the rep whom I spoke with before. He tells me that he's going to "speak" with him.

Either's a shame that a company's reputation can be made or broken with a single person. In this case it was a happy ending. I hope the first customer service rep I spoke with... finds coal in his stocking and reindeer scat on his roof, car, and all over his yard.




I gave up on Amex (after using it for pretty much everything for years) after I found out - the hard way - that the expiration date on the card is completely meaningless, and ignored, when a book club charged an expired card - and they literally cannot have not known this - successfully. Amex blew me off. Told me it was business as usual for merchants to be able to charge expired cards. So now I use one of my Visa cards for everything instead.


I've only had one place I've worked at that even accepted Amex in the first place - something to do with charging higher fees than the usual Mastercard/Visa. Thankfully I've never had anyone complain - they've always asked beforehand, and had a second card they could pull out to use instead.


"That's what customer service does. They tell you what you want to hear."
So, it's basically Persona 3 Social Links? That explains a lot...


Bookboy, yes, the fees Amex charges are like twice what Visa and MC do. I quit using mine after the twice charged me for a subscription to their travel magazine. This was apparently a common problem; when I called about it as soon as I introduced myself she went into a spiel about how they thought I'd like the 60$ subscription so they charged it to me without asking and I should get the first one in a month and she COULD as a favor take it off if I wanted to be an ungrateful bastard. (Not in those words, but in that tone.)

After the second time, I paid off the card and cancelled the account.

Three months later, they charged me 500$ and sent it to collections without talking to me, and I've spent the next 20 years proving to each successive collection agency that they can go right to hell.


*offers hugs to TT*


(purrs and headbumps) It's LONG after the statute of limitations has run out on it, but every time I proved to one place that amex could eat a bag of dicks they sold it to another one... and in one case to a different one that was the first one over again under a different name, and when I told the guy he said he remembered me from six months earlier...

Collection agencies are fun, once you realize they're helpless (provided it's a relatively small amount, and they're in a different state).

Ask them for an address to send a check. They'll balk - they want account information for an electronic transfer (because they're all criminals, and will cheerfully take your money long after the debt is paid), but insist your bank doesn't do electronic transfers, but you'll be happy to mail them a check.

If the address is in another state, they're your bitch. Tell them, point blank, that you know they aren't going to sue you, because if you only show up for all the court dates, it will cost them $100,000 in legal fees (yes, it really will) that they have *no* chance of recovering.

Then feel free to vent all your frustrations on them. Be as abusive as you want. They can't do *anything* about it. If you threatened to fire bomb their office, they wouldn't care report you because they have to identify themselves to the cops to do it.

Also feel free to keep a careful log of all their violations of the Fair Debt Collections Act. At $1,500 per violation, it doesn't take many before it's worth hiring an attorney where they are to sue them.

But once you make it clear that you know how utterly helpless they are, no matter how abusive you get, they won't bother you again. And it reduces the chances they'll include you when they sell off the stuff they couldn't collect to the next collection agency, because they can be sued for setting up the next company's employees for your abuse.

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