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3.7
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My Serve account was hijacked (apparently internally). Amex has been useless in providing any information that is of use to me.

They closed my card, would not expedite a replacement, would not inform me of the case number for the investigation, would not tell me anything about how my account was breached, would not update my account information, refused to provide direct dial contact numbers for customer service, refused to accept information provided, and the next to last "manager" (after 40 minutes on the phone) told me I couldn't call back for an hour. The last "manager" said there is no contact information for any director or vice president anywhere within Amex with which to pursue a resolution.

The best they could do is a blind address one could send a snail-mail letter to. I can't imagine how quickly I would be fired if I said to a customer with a problem that they could speak with no one but me, and I wouldn't (not couldn't but wouldn't) answer their question.

Reason of review: Poor customer service.

Monetary Loss: $3000.

Preferred solution: Provide a contact escalation path that provides results.

I didn't like: Customer service.

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