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Positive Customer Service Experience with American Express

by on December 11, 2007

I have to mention a positive customer service experience that I had recently with American Express.  While there may be exceptions, from my experience, Amex does an excellent job of helping out their customers when they run into problems with purchases. You may remember my earlier post where I discussed a payment that had showed up placed on my spouse’s card statement.  He had to book a flight for work and two tickets somehow posted to the account. After calling American Express, my spouse was told that the charge would be investigated and that we would be notified of the results.

A few days later, we received a letter from American Express stating that the matter was indeed being investigated. The charge was also immediately suspended from the account. About a week or so later, we received another letter stating that the issue had been resolved and that we would not be charged for the extra ticket purchase.

This story just goes to show the importance of using a credit card rather than a debit card when making purchases. If we’d used a debit card, the charge wouldn’t have been reversed and we probably wouldn’t have gotten reimbursed for the extra plane ticket. With a credit card, on the other hand, we were well protected.

Now, I understand that card issuers are supposed to work with their cardholders when it comes to resolving disputes. In this way, American Express didn’t necessarily do anything out of the ordinary. I do, however, feel as if they handled the situation in a very professional manner and that they kept us well informed throughout the process. In addition, they truly gave us the feeling that they were working on our behalf and would do whatever it took to get the situation resolved in our favor. It’s that kind of service that has long set American Express apart from other credit card companies.

I do have credit cards from other banks but the American Express card is high on my list and undoubtedly it’s because of the positive experiences that I’ve had with their customer service department. Other credit card issuers could learn a lot from American Express.

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