Amex Credit Card Complaint

Amex Credit card department,

Late fee Texas

I 've had the AME- - card for seven years and it 's always been a nightmare of an experience when things go wrong. Customer service refuses to admit to mistakes and refuses to correct them. They blame the computer '' and act like they have no way to help if the computer does n't allow it. My story started with a late fee. My payment due date was on a weekend and I had previously set up autopay for situations like this when I may not be available to make the payment in full manually. I was surprised when I saw the late fee and immediately paid my balance and called to see if I could have the late fee removed. It was a $26.00 late fee assessed on an existing balance of $39.00. I explained that I 'd had the card for 7 years and never been late - and the rep agreed and submitted a request to have the late fee removed. The system denied it. He was unable to or unwilling to tell me why it was denied. I spent an hour on the phone


accurate, autopay was just turned off. So I called American Express back and explained that I would n't have a late fee if they had n't turned off my autopay. The rep submitted a request and told me that the request went through and I should see the amount post to my account in the next 2-3 business days. 2 weeks later I check my balance and notice that there was no such credit. I called American Express again. This time I talked to the rudest rep of all who just kept telling me that the late fee was a valid charge and there was nothing he could do about it. Sensing I was getting nowhere with this guy and tired of his rude attitude that was making me angry I asked to speak to a supervisor. After 10 min more a supervisor got on the phone and I spend 5-10 minuted rehashing all the details of my problem. She said that all she could do was again try to submit a request to the system to remove the late fee but gave no guarantees. She put me on hold and came back 5 min later saying that the system denied my request. She was also unable or unwilling to tell me why. At this point I gave up, told her that my experience with them had been terrible and I was a extemely unhappy customer. The fact they claim their system is so ridgid and in no case can they override its parameters is utterly unbelievable. I know they can, they just refuse to. I 've had worse account history with mastercard and visa accounts that HAVE reimbursed me for late fees when I call in. I 've said that I would never use this card again before and then been suckered into using it because - ONLY accepts americanexpress for some reason. However this time I shredded the card and all my AME- cards. I will go to great lengths to not use AME- anymore. They are a terrible terrible company.