Dear American Express,
Your current advertising says that American Express cardholders “gain access to a more exclusive world”. I fear you may have carried exclusivity to a point of excess. I have spent many hours over recent weeks trying unsuccessfully to access my own account.
The problem is that when I click “My account” and key in my ID info, I am told it does not agree with your records. I obviously can’t see those records, but I know that my details have not changed in years.
I call “assistance” (from France), key in my card number as requested and a man immediately ask for my card number again, then goes through the security routine and says there is nothing wrong with the card and assures me that I will be able to log in. I go back to the beginning and go through this loop again. And again. And again. And I get locked out.
I can’t e-mail you because when I click “E-mail us” I get “Site unobtainable”. I can’t use Help or access FAQs because it requires my ID reference, which you say is wrong.
A nice man named Chris listens to my woes and tells me he’ll give me a temporary password that will get enable me to log in. It doesn’t. Back to the beginning and repeat. Again. And again. I am now locked out.
Can you possibly imagine how frustrating and time-consuming all this is? Since there seems to be no way of solving the problem, I suggest that you cancel this card and issue me with a new one.
It's not just Amex is it? Security is the "Health and Safety" of the internet - the one-size-fits-all excuse. In fact, angry as I still am, I'd say AmEx are one of the better ones.
Speaking of excess, a Mr John C. Thomason of Colorado has a letter in the current Riviera Reporter: “I love everything about the French, but…” [sound familiar?] “…why are you French people…” [this to an Anglo expat magazine] “…afraid of Moslems and Russians”?
Blah, blah, blah, then “One day you people will get the same as us and then what? Cry for help a third time?”
Editor: Every issue we get at least one letter from a nutter. You’re the winner this time.