Amex being walloped in Courier-Mail

[albatross710]

Since Tuesday the Courier-Mail gossip pages have been revealing some terrible stories from Amex Card holders. Long term customers needing to produce documents immediately or having their cards cancelled if they don't.

Sarina Russo was mentioned with some terrible Indian call centre experience but more interestingly her annual spend on Amex was in the millions..about $2m annually.

 

[docjames]

Who is Sarina Russo?

Define "immediately". Were they verifying identity, or income?

 

[serfty]

Who is Sarina Russo? ...

• Sarina Russo Group | Australia - Employment Training Education

 

[docjames]

Thanks. never heard of her/them.

 

[albatross710]

Define "immediately". Were they verifying identity, or income?

My recollection of the article that she was in a hotel somewhere and was being told that she had to take some kind of action immediately to avoid the existing cards being canceled. The impression was that it was unreasonable.

Then a followup article today about a company director being done over.

I'll dig the papers up out of the recycling an scan them in. Can't see the articles on their online version.

 

[Homer]

Sarina Russo was mentioned with some terrible Indian call centre experience but more interestingly her annual spend on Amex was in the millions..over $3m annually.

I know Sarina. She used to be my neighbour when I lived in Brisbane. If you can find a link to this story then I'd be interested to read it because I would have thought that Sarina would have a Centurion card and one of the (usually not mentioned) benefits of this card is that American Express will never let your call be answered by an Indian call centre.

 

[oz_mark]

I know Sarina. She used to be my neighbour when I lived in Brisbane. If you can find a link to this story then I'd be interested to read it because I would have thought that Sarina would have a Centurion card and one of the (usually not mentioned) benefits of this card is that American Express will never let your call be answered by an Indian call centre.

I can't even remember the last time I got to anything but the call centre in Sydney

 

[Homer]

I can't even remember the last time I got to anything but the call centre in Sydney

Me either, except of course when you are overseas but then it always seems to be a US or UK call centre. Of course if you were in India, then maybe...

 

[albatross710]

From the City Beat section of Courier-Mail 3 December 08:

The lady in question was recovering from an annoying operation when Amex called from a call centre in India inquiring where a tax invoice (sic) was for one of her cards.
"I am a bit sick at the moment but will have it sent to you by my PA in the next few days" she responded.
Not good enough.
The Indian caller said if the invoice was not in the mail the next day all of her cards would be cancelled.....
The lady concerned spent, wait for it, about $6 million on her Amex cards in the past three years."

 

[oz_mark]

You know, if I got a phone call from India asking me to supply a tax invoice for my American Express account, I'd be smelling a rat. But then, I can't think of a circumstance in which Amex would be asking for a tax invoice.

Also, I have checked a bit more, and as far as I can tell Amex Australia stopped using the Indian call centre earlier this year.

 

[albatross710]

But then, I can't think of a circumstance in which Amex would be asking for a tax invoice.

I don't understand the reference to a tax invoice but it could very well be one of those terms lost in translation between her, the gossip columnist and the sub editors...taxi receipt, receipt, invoice, statement etc etc

Also, I have checked a bit more, and as far as I can tell Amex Australia stopped using the Indian call centre earlier this year.

When I spoke to Amex today to cancel a card I was initially answered by the Australian call centre in Newcastle and then transferred to the winback team in India.

 

[lovestotravel]

It was probably a scam trying to get personal details off her.

I haven't heard of AMEX calling demanding statements, although my business partner received a call saying that payment MUST be made in the next 5 working days on a Plat Charge card even though it wasn't sue for about another 13 days!

Was advised that if no payment received in 5 days the card would be suspended until payment made.

Yes the spend was higher than normal during this month but not too much higher

We just paid it on the due date and the use of the card was not affected.

 

[beardoc]

It was probably a scam trying to get personal details off her.

I haven't heard of AMEX calling demanding statements, although my business partner received a call saying that payment MUST be made in the next 5 working days on a Plat Charge card even though it wasn't sue for about another 13 days!

Was advised that if no payment received in 5 days the card would be suspended until payment made.

Yes the spend was higher than normal during this month but not too much higher

We just paid it on the due date and the use of the card was not affected.

It strikes me that it's a scam, through and through. Whenever I get calls like this, I ask them for an extension that I can ask to be transferred to, and then dial the main number that I know for the company and ask to be transferred - if I end up back talking to them, then I am happy to talk to them.

I'm also edgy when I get phone calls claiming to be from companies, but then they won't talk to you until you "verify" your personal information before they will talk to you. That's an instant "no, I will call you back" or I insist that they put it in writing.

 

[ANstar]

I can't even remember the last time I got to anything but the call centre in Sydney

The 2 times I have called this week I have gone through to India. Both times were after 8pm though. (Plat credit card)

 

[Homer]

The 2 times I have called this week I have gone through to India. Both times were after 8pm though. (Plat credit card)

My point was that Sarina would have a Centurion card, given her spend, and this is a very different product to the Platinum credit card.

 

[lovestotravel]

It strikes me that it's a scam, through and through. Whenever I get calls like this, I ask them for an extension that I can ask to be transferred to, and then dial the main number that I know for the company and ask to be transferred - if I end up back talking to them, then I am happy to talk to them.

I'm also edgy when I get phone calls claiming to be from companies, but then they won't talk to you until you "verify" your personal information before they will talk to you. That's an instant "no, I will call you back" or I insist that they put it in writing.

Likewise!

I have had a few calls over the past weeks from reps claiming to be from various companies and of course they want to verify details before they can talk to me.

I always decline giving out my information because they are always calling from private numbers.

While they are probably legitimate calls I am simply not interesting in firstly speaking to them, or giving out personal details to a possibe scam operation

 

[ANstar]

My point was that Sarina would have a Centurion card, given her spend, and this is a very different product to the Platinum credit card.

I was referring to OZ_Marks's comment - not anyhting to do with Sarina.

 

[albatross710]

Likewise!

I have had a few calls over the past weeks from reps claiming to be from various companies and of course they want to verify details before they can talk to me.

I always decline giving out my information because they are always calling from private numbers.

Agree that inbound calls like these could be scams. Social engineering is still the biggest security risk.

 

[oz_mark]

Agree that inbound calls like these could be scams. Social engineering is still the biggest security risk.

and the fact the genuine inbound callers ask you to provide personal details before they talk to you just makes it easier for the social engineers.

 

[JohnK]

I'm also edgy when I get phone calls claiming to be from companies, but then they won't talk to you until you "verify" your personal information before they will talk to you. That's an instant "no, I will call you back" or I insist that they put it in writing.

Yes one needs to consider carefully before answering. If I am expecting a phone call then I will provide them with the details they need otherwise I will ask them for contact details so I can call them back.