I got my cc bill from AMEX today and saw an interest charge of $181. Since I don’t buy things “on time,” I called AMEX. Note that I have been an AMEX cardholder since 1960 and that I have gold or platinum cards. The representative told me that I had underpaid the last statement by $50 and that an automatic charge goes into place even if one underpaid by $1. Really? Really?
In looking back at my Quicken account from AMEX for that period, I saw that one $50 charge never was downloaded. So, my Quicken balance, I thought, was what should be paid. My error. But $50 too low and $181 interest? Mind you that the total AMEX bills we pay monthly are fairly large and are always paid before the due date.
In the past, when I’ve made an error (put in wrong number by accident) on cc bill, I have never been charged by any cc company. The rep I talked to said this was the policy of “all credit card companies.” Hmmm. But he did say that because of my “long relationship” with AMEX that he’d have the interest charge reversed. Gosh, how wonderful.
I did a chat with another AMEX rep after the first one. Told him of the issue. He said he’d try to do something about this with the back office. Really, the automated system should somehow be changed or the policy be revised for cardholders (and spenders) like us. You don’t treat longtime customers like this if you want to keep them.
ADDENDUM: I got an email questionnaire from AMEX and responded with my thoughts and complaints. A day or two later, I received a telephone call from a higher-level customer service person who listened to my story, was sorry it was originally handled the way it was (she had reviewed the first telephone call and the later online chat with another representative). She also told me that it was possible that there would be "trailing interest" charged to my account by their automated system but that she would monitor the account and make sure it was credited. Was a fruitful conversation and really good follow-up to the online questionnaire.
Share this post
