October **, ***** *Dear American Express, Greg O’Hara, Please help two issues: (Any add...
GetHuman-scgoitia's customer service issue with American Express from October 2018
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October **, ***** *Dear American Express, Greg O’Hara, Please help two issues: (Any additional info will be gladly forwarded )* *How American Express has made errors letting this great customer down.*I have always until this incident thought American Express was great with me and my family customer service-wise and more. What happened last year was a nightmare for a low salary teacher to try to keep up with and was due to errors in American Expresses handling of my credit card account. Please do help as I cannot pay extra monies beyond our agreement—this was an unfortunate error and I need help getting this fixed by American Express.* *First Issue Please read further and you will understand what American Express CREDIT did wrong. *Thank You very much!*I called over a year and a half ago and worked with an Amex financial person who told me that I could pay off the money I owed on my credit card WITHOUT MORE INTEREST if I made “a *certain* payment per month until the card was paid off”. I did so in earnest (you can see from my auto payment out of my account that I was NEVER late, and I made the same payment every month for a year), all this relying upon the American Express phone agent that “NO interest would be added”. After payments for the agreed monthly amount was paid through auto-payment additional payment was taken out of my account in violation of our agreement. In ERROR, American Express took an additional auto-payment out of my account of another $**** and then sent me (automatically generated) letters asserting that I owed almost $**** of additional interest! This was not the agreement given to me by the American Express phone agent.* *I wrote everything down as it was being read to me by an Amex financial person at the time (see excerpt my notes taken at time of the phone conversation with the American Express agent which quotes everything relayed to me by the American Express agent):* *Excerpt from my notes taken while on phone with hardship program American Express Agent:*“Amex – Hardship Program: Free enrollment, no membership fees. No delinquency or will be reported. Autopay out of my account. Interest charges if I fail to pay.” copies retained —can forward.* *PAID in FULL per agreement*I paid in good faith, yet Amex wanted more and actually took monies out of my account in violation of the agreement made with me. Your website currently states, “Your payment plans: temporarily lower your interest rate. Provide relief from late payment fees. Prevent this account from going further past due.” I did everything Amex told me to do over ** months ago, and I did not use my card at all. There was no violation on my part of the agreement, yet they violated their contract * their promise to me.* *Second issue with American Express TRAVEL--Not refunded or reimbursed (promise unfulfilled)*I am a teacher and have had unfortunate poor experiences with American Express before. If you look in your records, I bought a plane ticket and Amex travel insurance for my daughter to fly to Ireland on ********* on Aer Lingus for an exchange program when an emergency arose – it cost me $**** to change the ticket. I called Amex and they told me to buy the new ticket anyway “and *I’d* get a refund on the first one”. That did not happen. I have contacted Amex Travel and their insurance company over and over again for the past several years and have gotten no help resolving this error*failure. I cannot battle Amex too (credit card company who has made errors to my detriment). This is the SECOND time Amex has made errors and it has cost me a lot of money and I would like help fixing these errors.* *Requests:*Please mail me a copy of the hardship program terms and conditions as they were read to me on the phone.* *Look at the evidence such as listen to tapes of the phone call with American Express and the conversation between your agent and I (make clear what terms were agreed upon). * *Please look at the last payment and notice an additional payment taken out in error.* *Please correct error and refund the last payment taken by American Express in error.* *Also, please release the agency hired to pursue, in error, more payments and remove from my credit reports this record of debt.* *Since you are great and world class in customer service (most likely to recommend) your company would also pursue the matter of the insurance repayment of a ticket made in good faith and relying upon an American Express agents’ statements buy a new ticket “and *I’d* get a refund on the first one”. *Total due reimbursement to customer Stacey Goitia $**** * $****:* *Thank you for your help!* *Sincerely,* *Stacey Goitia*Treat great customers in a manner they deserve by honoring promises American Express agents make to their customers.
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