I have an "excellent payment history" according to AMEX. I have paid large sums down every month.
My business has grown 3 fold over the past 6 months. Needless to say I've been in need of a credit increase. I wanted to give them my business so I waited the mandatory time to request a credit increase (6 months). I applied on the day where the request could be considered. Based on the timing and importance of the request I called 3 times over the course of the following week to see if they needed any additional information, twice they said "no."
On the 3rd call I was told that they needed me to fill out a specific document. This only came up during the 4th call of a process that I waited 6 months to start. 1 out of 4 people knew the proper procedure. I faxed the document within a day.
No response for 2 weeks. Then I get a call that I need to submit the same document. I explained the situation that I had already. They reviewed the notes and agreed that I had already.
I followed up with an email telling them of my disappointment in handling my request, surprisingly I got a prompt back. They asked me for the document again! I explained to them that I had submitted it already.
2 weeks pass and I receive a call asking me for the same document AGAIN! Each time I explained that I submitted the document and they acknowledge that they had received it.
I don't think Amex has the level of empathy to understand the implications of their failure and poor handling of accommodating the growth of a small business. Let alone the impact it has on my venders and their families. Small business owners work weekends, and I'm spending an hour and a half of it writing this email to get their attention and to prepare others for this lack of care on American Express 's end.
Waiting just for a YES/NO has made running my business very difficult over the past 45 days. I could have went somewhere else and got an answer already. A No from them 2 weeks ago would have served me better.
American Express, tell me, is this something a customer who has spent well into the 6 figures over the past 15 years expect? Let alone a new customer? What does it take to be recognized as a valued customer by AMEX?
*I have received better service from Godaddy, a company that I spend $100 a year with. *
I can't describe my disappointment. Do I need to have a "Gold" or "Black Card" holder to get upgraded service? Is this the message you are sending me when I receive the "Upgrade to Gold Card" invites in my mail box?
My business suffers and there is no recourse. Feels like another big bank flying around in private jets and not supporting their staff with the proper training they need to do their much valued job.
I am so taken back by this experience. "F" for small business customer service. I'm reconsidering my 15 year relationship with them. My advice it to shop somewhere else.
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