American Express and Credit-Ability

Last week I received a letter from American Express explaining a credit decision made without my request.  One of those random reviews I suppose.  I decided to call them and ask for an explanation.  Keep in-mind, American Express usually shines when it comes to service-with me.  But on the day I called i was talking with….CREDIT OPERATIONS (hear the foreboding music).

Credit operations at American Express told me the decision was made based on their inability to find my D&B number.  I told the representative not to worry, because I had the number handy.  She gave two distinct warnings:

• Providing the number might not change the decision
• Don’t call customer service (American Express customer service) when I check to see the status.

Some might think it would be a little strange for American Express to act this way, but I don’t.  Do you think it was a coincidence that I received a letter around the same time American Express announced setting aside $450+ million in loan loss reserves in the fourth quarter of 2007.  Maybe it was just me being paranoid and upset.

Do you think the senior leaders at credit operations thought about the impact on me-the customer.  Or do you think American Express was just knee-jerking their way to a credit decision?  American Express needs to remember that at the heart of every transaction is the customer.  Their opinions and feelings will impact the loyalty they have for the "brand."  When an organization ignores this, negative consequences usually appear.  Just ask Countrywide.

I still don’t get the "don’t call customer service" speech.