Two months ago, I failed to notice that my AMEX minimum payment had increased by $2. I pay my bills automatically through a biller, on time—every month—for four years. Called in. Rep credited the fee. I questioned the practice, but appreciated the exception.
This month, I see that I was charged a $39.00 late fee. Oops! The minimum payment must have gone up again by $1. Yep. Exactly. But this time, there was a CASH BACK CREDIT ON MY ACCOUNT. For a minimum payment of $67, I actually had a $20+ credit as well as a $65 payment that I had sent in. Why was I charged a late fee? The reply was a lot of mumbo jumbo which I translate as: “We really have to find a way to make up lost revenue for these NEW credit card regulations.”
I spoke to Jennifer E. She was unhelpful and could only think to spew the company line.
“From a company standpoint, we cannot continue to give you credits,” she said. “This just happened two months ago.”
“How long have I been with your company?” I asked.
“Since 2006,” she said.
“How many times have I asked for an exception on a late payment?”
“This just happened two months ago.”
“Right. Once.”
Jennifer basically indicated that she cares more about $78.00 in fees than a four year customer. How much money in interest has American Express made off of me in four years? A lot more than $78.00. But I wasn’t upset about the fee. It’s my responsibility to know when my payment increases.
I’m upset because there was a $20 cash back credit on my account, which would more than cover the $2.00 “delinquency.”
Say, can I get that cash back in…well, cash? That way, I could make up the difference — the $2 difference — that you just charged me $39.00 for. And could you please, please PLEASE not raise my interest rates because I was $2.00 short on my minimum payment?
This practice is unethical.
I’m sure it’s legal, though.
Mr. Chenault, in the interest of ethics, I would like to have my $39.00 back OR I would like for you to remove the $20 you credited to my account and send me a check. You can’t have it both ways.
And I would like to keep my current interest rate, which is astronomically high. An adjustment that your folks told me “had nothing to do with my excellent history with the company, but that was `standard, due to the economy.’”
And, I would like to keep my reduced credit line, which you told me “had nothing to do with my excellent history with the company, but that was `standard, due to the economy.’”
And I would like for someone to contact me, if it’s not too much trouble.
Oh, and you might want to help Jennifer with her customer service skills.
That is all.
Thank you.
