Disgruntled customers are leaving American Express in droves. Whether of their own volition or not

If we are to believe the numerous customer reviews online (Trustpilot and GoogleMyBusiness) complaining about poor customer service, whether outsourced in Manila or in India, dysfunctional KYC processes and other predicaments. One customer told us of the sudden cancelation of her card happening without any notice. A couple of days after the incident, she received a new billing for the year at. After some hurdles, she finally managed to obtain a reimbursement for two months, during which she was still unable to make use of her card. The brand can boast a rating of 1.6 on Trustpilot with a customer mourning the « sad decline of a once great brand. » If the discontent is massive, the press has not been very vocal on the matter up to now. Discover our investigation in the next issue of Les Cahiers de l’expérience client in December.