My company is a corporate charge card holder – since 1959 (we believe the first cards were issued in 1958).  Charges are paid off monthly (no balance is carried).  We have had charges of over $70,000 monthly.  Our bills are paid on time and we are also an AMEX merchant.

On July 22nd (’09), we wrote to Ms. Doria Camaraza, Executive Customer Care Advisor in Ft. Lauderdale, FL after being directed to do so by a customer service representative who responded to our call.  The letter related to circumstances occurring January/February of 2009 which remained unresolved with American Express Travel.

Ms. Camaraza’s letter was sent return receipt requested and was received on July 24th.  One month later, after receiving no reply, we again called customer service and were informed by “Tanya” that she would contact Ms. Camaraza’s office and someone would get back to me in a day or so.  After 3 days (and no call), we again called the customer service number and this time spoke to James who informed me of AMEX policies and said I shouldn’t expect to hear from anyone for 30 days.  When we informed him of the date of the letter (over 1 month earlier), James informed me that I wasn’t listening carefully.  That we should be “patient” and wait for someone to contact us.  When I enumerated my frustrations and said I felt like sending my card to the president of American Express, James said, “Don’t bother; I can cancel your account now” – great customer service.

On August 31st, I wrote to Mr. Ken Chenult (AMEX president) at their headquarters in New York.  A few days later, I received a phone call (at my home) from Natasha who informed me that my letter to Mr. Chenult had been passed to a travel executive and I should receive a response in 48 hours.  Four days later, I received a call from Mr. Cisneroz, who although pleasant, informed me that there was “nothing they could do”.  

I asked Mr. Cisneroz and Natasha about the failure of Ms. Camaraza to even acknowledge my letter (remember we have a return receipt).  They had no answer.

Because American Express thinks so little of their customers – and further – if the failure to respond professionally and promptly is part of their modus operandi, we, in turn, have downgraded the value of our AMEX card and will not use it for major purchases; utilizing other cards and hope for better service.  We have also advised our Account Executives – all who have AMEX cards (2 are platinum) – of our inability to get satisfactory customer service and suggesting they do likewise.

I understand that every complaint may not be settled to a customer’s total satisfaction.  I do not understand what appears to be a lack of consideration for my time and effort as a customer and since there is an “attitude” proffered by a number of the people we talk to, starting with the lack of professionalism by Ms. Camaraza, my perception is, if I ever had a problem of major significance, this surely would not be the company that I should go to seeking customer satisfaction.

Here's an update --

Beyond formal complaints being filed with the Better Business Bureau and the Federal Trade Commission, we have upsurged the use of other major credit cards, i.e., Visa, Master Card with whom our monthly purchases used to range at less than $10,000, both upon request moved up our credit limits .

So, we keep AMEX for our convenience and since posting on this site, have diverted a couple hundred thousand dollars in charges to these other cards.

A big plus -- all of our Account Executives (most of whom are platinum), have done the same and we have utilized this as a "case study" in 4 major managment seminars.

This is not a game with us.  And it certainly is not an issue anymore regarding some resort in Mexico.  It comes down to the lack of response by someone in charge of customer service and the questionable behavior of an AMEX employee who suggests a solution such as -- "Okay, we can cancel your card."

We hope that others see this and can avoid the abusive practices outlined in our original entry.

Dave Yoho
President, Dave Yoho Associates