Consumer complaint received 2016-06-27
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
Respected Madam/Sir, I am a previous potential card member who lost confidence with XXXX XXXX. I 'm writing this e-mail to let you know I 'm very very disappointed about your phone customer service supervisor XXXX ( XXXX ) XXXX. Because of the phone call experience with her, I cancelled the Plantinum card without even starting to use it. 

I began the application process of XXXX XXXX Plantinum card at XXXX XXXX night and it was instantly approved! At second day XXXX XXXX XXXX ), I got an email from XXXX XXXX saying my card was shipped with XXXX overnight shipping. I registered an account in XXXX website and download the app. I even signed up for different kinds of offers in XXXX website, just wanted to get completely ready whenever I got the card in my hand. 

This happy and excited mood lasted until I realized my card was missing. I tried to track it using the UPS tracking number in their website. It was shown the card was delivered to my front door at XXXX XXXX XXXX. I started to wonder why I did n't see it. So I checked the security system I have at home. But there was no delivery person from XXXX showing up at all, for the whole day! I tried to call XXXX and filed a missing-package claim on XXXX 's website. But I did n't get any feedback after almost a week. 

So I called XXXX about the messing card. The customer service refuse to send the new card based on " XXXX policy ''. So I requested to talk to her supervisor and I was transferred to XXXX XXXX. 

In order to get the sign-on bonus, I have to make {$3000.00} purchase within 90 days starting from the day my card got approved. I 'm not extremely rich people and I was planning to manage my expenses for the {$3000.00} well. Starting from XXXX XXXX, I had several cases that I really wish my Plantinum card was with me so that I could have used it to pay. But when I express my worry to XXXX XXXX, she did n't even show a little concern at all. She just told me XXXX will wait 10 days before sending the replacement card and will give 18 extra days to customers after the 90 days, which all the card members will be given as well. So I started to think this is not fair for me since I still got 10 days less compared with other members, which still made me lose 10 days to make payments with the card. 

Then I asked XXXX is there any other thing she can do about this. " No, there is nothing else we can do. Please contact XXXX about this '', she said in a very cold tone. She just kept saying that 's not her fault and it 's better for me to complain with XXXX. I told her I 've already filed a claim at XXXX website but it did n't seem to work after almost a week. Then she said again, there is nothing she can do here. I feel like I was n't being treated as a valuable customer but some trouble they are trying so hard to dump even though I 've tried everything I can to fix the issue which was n't my fault at all. And what XXXX said made me helpless and completely disappointed at XXXX services. 

I started to ask myself is this the credit card and customer service I want to use right now and in the future? The answer is no because the phone call with XXXX made me realized that I need to take the bad consequences even if I have no fault. And even if I spend a lot of time and energy to try to make it right, it 's still not going to work out. Or maybe the only fault I had was choosing XXXX XXXX. 

So I told XXXX, if there is nothing you can do now, please just close my card. " Ok! '' Without any hesitation, she cancelled my card within XXXX seconds. 

This is the very first and maybe the last experience with XXXX XXXX. But since I 'm still writing this letter, I think I still have some hope that maybe the receivers of this letter can do something different to rebuild my confidence with XXXX XXXX. 

Thank you!

Company response to consumer: Closed with explanation