American Express
Lost Gift Card Replacement Delayed and Calls Disconnected

Two weeks ago I received an American Express gift card for my birthday. As luck would have it, I misplaced it after only a few days. (I never even used it). One of the perks of an American Express gift card is that they offer free replacement of lost or stolen cards. I called the same day that I realized it was missing. I gave the customer service representative all the information I had and was told that I would be contacted by someone within 10 business days. After not hearing anything for 10 days, I called again. This time I was told that a new card was being sent to me and that I would be contacted the following Monday at the latest. It is now Tuesday and I have not gotten/heard anything. I called the customer service number again and was placed on hold for 15 minutes before being disconnected. I called back, was placed on hold for another 20 minutes and was disconnected again. I called back for a third time and voiced my frustration. The man I spoke with was very understanding and apologized for any inconveniences and then checked on my case. However, he informed me that there has been a back log and that I would not receive a new card for an additional 15 business days. Not only did I have to call to find out about the back log, but now I won't get a new card for 3 more weeks. very unorganized and very frustrating. Someone should have contacted me when they realized that it would take a month to receive my new card instead of 10 days.

Company: American Express
Country: USA

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