Amex Chat Mishap May Cost Me Thousands
American Express and I generally have a positive relationship. I love their lounges, Amex Offers is my fav and their customer service is fairly good compared to their competitors. The one area they lag behind is in communication. I really love the secure message system setup by other banks. It is simple, easy and there is a permanent record that is easily accessible.
Unfortunately American Express did away with their secure messaging in lieu of a chat system. This is probably better in some ways, although I would prefer to have both. Sometimes I don’t want to go back and forth with an agent, but alas I have no choice with Amex.
Confirming A Bonus
As I have written and suggested several times before, I always confirm all requirements for a bonus are met once I believe I have completed them. This assures that the bank and myself are on the same page. I normally accomplish this via secure message, but with Amex I have to hop on chat. I recently did this and was given misinformation. I’ll explain a bit below, but keep in mind I am not trying to complain about American Express, but rather post helpful information.
Amex Chat Annoyances
When I do have to chat with companies I generally try to either get an email of the transcript or I copy and paste it. Unfortunately the Amex system doesn’t allow for copy and paste and they don’t email you. This means you should record the time/date of the chat because Amex does keep records of the entire chat with the exception of one thing.
When you go to initiate a chat with American Express, it asks you to “provide a short sentence to explain your reason for live chatting today.” It may seem like you want to type your question there, but guess what? Well, according to the supervisor I have been talking to, American Express doesn’t log that information. It should be part of the transcript, but it isn’t.
While I am still trying to work through my issue and thus don’t want to discuss it publicly, my chat started with the agent confirming that he had received my question. He then makes statements based on what I asked, but without the original question, there isn’t any real context and American Express is blaming me.
Enter Your Question Once the Chat Begins
A very simple solution to this is to enter nothing or a simple word into the original screen and then enter your question into the official chat. Like I said, American Express does log that and it will officially be entered into the record. Had I known this, then my question would have been logged and the conversation would have had the context it needed. This issue might just cost me quite a bit.
There are a few takeaways I think everyone should get from this post. First, it is always a good idea to confirm your bonuses, but be as clear as possible in your request. Second, American Express does keep logs of your chats, so it isn’t a problem for them to pull it up if you don’t have a copy. Third, it doesn’t seem like they have any way to see what you initially ask before a chat begins, so make sure to enter/re-enter it so that it gets logged.