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 way...it'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.