Consumer complaint received 2018-10-19
Company: AMERICAN EXPRESS COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Please refer to the chat log below. I just want to point out that I don't appreciate being lied to about the names of representatives I speak to at American Express. If lies can be made for something as simple as a name, then that really says a lot. 

I will also be posting this on the XXXX forum so people know that who they are speaking to are falsely representing themselves by giving a false name AND LYING ABOUT IT IN THE PROCESS. American Express endorsing this kind of act is absolutely abhorrent. 

XX/XX/XXXX XXXXXXXX XXXX Hi, please tell me in a few words how I can help you. 
Virtual Assistant - XX/XX/XXXX XXXXXXXX XXXX  rep You - XX/XX/XXXX XXXXXXXX XXXX  XXXX has joined the conversation Hi XXXX. How can I help you today? 
XXXX - XX/XX/XXXX XXXX XXXX Hello. Please provide your real name in order to continue assisting. 
You - XX/XX/XXXX XXXXXXXX XXXX  This is my real name -XXXX XXXX - XX/XX/XXXX XXXX XXXX That's your label name for this chat. It is not your real name. 
You - XX/XX/XXXX XXXX XXXX  In order to continue, we will need your real first name. Thank You. ' You - XX/XX/XXXX XXXX XXXX I go by XXXX only. XXXX is my real name. 
XXXX - XX/XX/XXXX XXXXXXXX XXXX Please tell us your real name. 
You - XX/XX/XXXX XXXX XXXX I'm sorry but my real name is XXXX. 
XXXX - XX/XX/XXXX XXXX XXXX I'm sorry but In order to continue, you will need to provide your real name. 
You - XX/XX/XXXX XXXX XXXX My real name is XXXX, that's my real name. Let me know if you have any more question in mind, I'd be happy to help. 
XXXX - XX/XX/XXXX XXXX XXXX If you wish to proceed, your real identity will need to be provided and not a fake name. Please let us know how we can help. 
You - XX/XX/XXXX XXXX XXXX I'm sorry but I already provided you my real name and that's what I go by. 
XXXX - XX/XX/XXXX XXXX XXXX I'm sorry but only real names are accepted and what you provided is not correct. 
You - XX/XX/XXXX XXXX XXXX XXXX, XXXX is my real name and there's no other name I go by. Hence I can only tell that its my real name - XXXX XXXX - XX/XX/XXXX XXXX XXXX I'm sorry, but only real names are accepted in order to continue. 
You - XX/XX/XXXX XXXX XXXX That is my real name. 
XXXX - XX/XX/XXXX XXXXXXXX XXXX  That is a fake name. 
You - XX/XX/XXXX XXXX XXXX Sorry if you feel that way but I have given you real name since the begining. 
XXXX - XX/XX/XXXX XXXX XXXX  beginning * XXXX - XX/XX/XXXX XXXX XXXX I'm sorry, but that is not true. That is not a real name. 
You - XX/XX/XXXX XXXX XXXX  Please provide us with your real name so we can continue. If you have any questions or concerns, please let us know while you decide whether you're going to give your real name or not. 
You - XX/XX/XXXX XXXX XXXX XXXX, XXXX is my real name. There is no other name I use on chats. 

Please tell me what exactly need help with so I can assist you further. 
XXXX - XX/XX/XXXX XXXX XXXX Sorry, but in order to continue, we'll need a real name. 
You - XX/XX/XXXX XXXX XXXX Sorry but there's no other real name. This is the only and real name as mentioned already. 
XXXX - XX/XX/XXXX XXXX XXXX Sorry but you haven't given any real name. XXXX is not your real name. We'll need a real name in order to continue. 
You - XX/XX/XXXX XXXX XXXX I'm sorry but XXXX is my real name. 
XXXX - XX/XX/XXXX XXXX XXXX I'm sorry but XXXX is not your real name. 
You - XX/XX/XXXX XXXX XXXX If you want you may call us at XXXX and discuss your concern. 
XXXX - XX/XX/XXXX XXXX XXXX I would like you to answer some questions, but in order for us to continue, we'll need a real name. 
You - XX/XX/XXXX XXXX XXXX Well, to answer your questions I have already given you my name. Please feel free to ask any questions you have. 
XXXX - XX/XX/XXXX XXXX XXXX Unfortunately, that is a fake name. We'll need a real name. 
You - XX/XX/XXXX XXXXXXXX XXXX Real name is XXXX XXXX - XX/XX/XXXX XXXXXXXX XXXX   Your fake name is XXXX. Your real name is not XXXX but something else. Please provide it. 
You - XX/XX/XXXX XXXX XXXX Please provide a real name so we can continue. 
You - XX/XX/XXXX XXXX XXXX XXXX, I have already shared the name with you. And I see you have been contacting us from the last several days. 
XXXX - XX/XX/XXXX XXXX XXXX Please provide a real name so we can continue the discussion. 
You - XX/XX/XXXX XXXX XXXX I see that I've had you on chat here in the last few months but your name was something else then. Please provide a real name so I know who to really address you as. 
You - XX/XX/XXXX XXXX XXXX Okay, the real name is XXXX XXXX. However, even the Chat name that I share with you will help us locate the chat conversation anytime you contact us also, I can share the chat id if you you need it for your reference. 
XXXX - XX/XX/XXXX XXXX XXXX Here 's the chat id : XXXX XXXX - XX/XX/XXXX XXXX XXXX Now, please let me know how can I help you? 
XXXX - XX/XX/XXXX XXXX XXXX Why'd you lie to me? 
You - XX/XX/XXXX XXXX XXXX You couldn't provide your real name? How do you expect your cardmembers to trust you if you can't even give your real name? 
You - XX/XX/XXXX XXXX XXXX Do you know much this disgusts me and every other person I represent? 
You - XX/XX/XXXX XXXX XXXX You stuck by the fact that your name was XXXX for how many minutes until you got annoyed with me asking for your real name. That tells me that all of you have fake names. 
You - XX/XX/XXXX XXXX XXXX I can understand, however we use alias on the account and here to help you with the best with your account. 
XXXX - XX/XX/XXXX XXXX XXXX What if I told you this wasn't XXXX talking to you right now. 
You - XX/XX/XXXX XXXX XXXX Okay XXXX - XX/XX/XXXX XXXX XXXX But someone within American Express monitoring this conversation to make sure you all are following the customer service etiquette. 
You - XX/XX/XXXX XXXX XXXX When you use an alias, that doesn't help the cardmembers. 
You - XX/XX/XXXX XXXX XXXX XXXX, how we have been discussing name since the beginning is what we are authorized to do. 
XXXX - XX/XX/XXXX XXXX XXXX Would you mind elaborating how name doesn't help the cardmember? 
XXXX - XX/XX/XXXX XXXX XXXX I'm going to post this entire chat on forums online so every cardmember is aware that they're talking to people who aren't who they SAY THEY ARE. 
You - XX/XX/XXXX XXXX XXXX You can bet that will ignite a scandal within your organization. 
You - XX/XX/XXXX XXXX XXXX People don't like being lied to about anything. What you did is unforgiveable. 
You - XX/XX/XXXX XXXX XXXX I am afraid, we are here to help you and I will try my best if you can help me with the reason. 
XXXX - XX/XX/XXXX XXXX XXXX Well, i'm exploiting this. 
You - XX/XX/XXXX XXXX XXXX You have been a valued card member with us since XXXX and I will try my best to help you if you can elaborate the question. 
XXXX - XX/XX/XXXX XXXX XXXX  You do not tell me your " XXXX '' over 10 times and then say that really isn't your real name. How could you possibly think I'd trust what you're saying after you lie only once. Once a liar, always a liar. 
You - XX/XX/XXXX XXXX XXXX The CFPB would be very interested in this conversation as well. 
You - XX/XX/XXXX XXXX XXXX I do understand and if you want I can transfer this chat to my supervisor for further assistance. 
XXXX - XX/XX/XXXX XXXX XXXX Shall I? 
XXXX - XX/XX/XXXX XXXX XXXX This is the kind of corruption that Donald Trump is trying to rid the world of. 
You - XX/XX/XXXX XXXX XXXX I can transfer this chat to my supervisor for further discussion. Shall I? 
XXXX - XX/XX/XXXX XXXX XXXX It's not necessary. Your supervisor will get an earfull once this conversation goes viral. 
You - XX/XX/XXXX XXXX XXXX I have to thank you for blowing the lid on this though. 
You - XX/XX/XXXX XXXX XXXX You almost had me going that your name was XXXX. 
You - XX/XX/XXXX XXXX XXXX Now I truly know you're all A BUNCH OF ROTTEN LIARS. 
You - XX/XX/XXXX XXXX XXXX XXXX, that's what we go by chats and card members are contacting us to have discuss their account related concerns knowing they are contacting American Express. 
XXXX - XX/XX/XXXX XXXX XXXX Yes, well why would I call you by a name that doesn't belong to you? 
You - XX/XX/XXXX XXXX XXXX That doesn't make sense You - XX/XX/XXXX XXXX XXXX   That's honestly sick. 
You - XX/XX/XXXX XXXX XXXX  I can understand that and I am really sorry for the inconvenience. I'd request you to please help me with a request and I will check what can be done here. 
XXXX - XX/XX/XXXX XXXX XXXX  Taking American names and passing them off as your own is disgusting. 
You - XX/XX/XXXX XXXX XXXX Wouldn't you rather be called by your real first name anyway? 
You - XX/XX/XXXX XXXX XXXX I do thank you for your time. 
You - XX/XX/XXXX XXXX XXXX

Company response to consumer: Closed with explanation