Platinum charge & credit customer sevice now in Manilla ?

[lovestotravel]

I have had to call Amex several time over the past month or so in relation to the cancellation of my charge card and also for a few issues with my credit card!

Every single time my call has been answered by someone with an Asian/American sounding accent which generally means a call centre in Manilla

Have others experienced this ?

I have no problems with this new set-up as I found in the past few months the Aussie call centre reps giving me the wrong information/not doing what they said. This I would assume because they were going to lose their jobs and simply didn't care anymore

 

[centeredcalm]

The two major call centres for AMEX are in Phoenix and Sydney. Anything overseas is usually fraud, or anything along those lines.

 

[mini2]

There's probably some in the UK as well, I think the phone number diversion follow the sun/whichever centre is operating at the time rather than have people locally afterhours.

 

[phamid]

There's probably some in the UK as well, I think the phone number diversion follow the sun/whichever centre is operating at the time rather than have people locally afterhours.

Yes, I've experienced this too. Called at 6:30 the other night and spoke to an American.

 

[TonyHancock]

Only ever Australia and the US for me.

 

[yohy?!]

The two major call centres for AMEX are in Phoenix and Sydney. Anything overseas is usually fraud, or anything along those lines.

Amex utilised centres in Malaysia and India to serve the Australian market in the past.. high value customers were usually handled out of Australia unless the time of day was peak.

 

[Dave R32]

I called them today and spoke to customer service in Sydney. Have to say Wayne was very helpful.

Cheers
Dave.

 

[Plutonus]

I always thought their travel team was in NZ based on the accents every time I call about that particular subject... but otherwise, never been put through to the Philippines as far as I know. Based on my experiences it would seem the people answering the secure messages via the website are not AU based.

 

[prozac]

Secure messages seem to be Indian from my experience. Call centre either Australia or Phoenix (when I asked where they were located with a twangy accent).