After more than twenty years, and a lot of soul-searching, I think it is time. My Amex platinum card was my go-to for everything from travel to marketing. Sure, it was more expensive than most other cards but we had a history together. It was there on my favorite vacations, it was therefor each expensive milestone as my children grew into adulthood, and it was there when there were health emergencies and the subsequent medical bills.
Amex protected me countless times when the forces of evil attempted to hack my account. My phone rang and a voice, a real person, not a robo-call, warned me to check my wallet for my card. The agent felt like my personal bodyguard against the identity thieves.
I really was unsure if I could manage without it. When American Express opted to increase its annual fee- and did so in complete disregard for my feelings – i stuck by them even though I felt let down and unappreciated. When Amex changed some of their travel benefits, again I felt taken advantage of, but I lacked the independence to face life alone, without Amex.
Even though my life continued in its normal pattern, every time I sought to use Amex travel services and the prices exceeded other travel websites I grumbled. Originally, I applied for the card because its hotel program offered perks based upon any nightly rate. At a New York hotel about fifteen years ago, the perk included an upgraded room and a bathrobe which my husband still wears today. In Boston, the hotel included daily breakfast and a resort credit. But a few years ago, Amex limited these benefits to reservations made only through its website at a rate sometimes as much as twice what I found elsewhere online. And still I stayed.
Until one month ago. In January, I reported an unauthorized charge.
“We will have to freeze your account and send you a new card,” the agent said.
“Sure, no problem.”
“Wait,” the agent continued, “I see that we have used up all of the numbers in the series and will have to issue a new card with new numbers.”
“Ok,” I said, not sure what the problem was.
“This is like a new account, you will need to set up a new online account with new passwords and id’s,” the agent said.
I thought about it for a minute and then told the agent that I would be going out of town and did not have time to deal with this new Amex universe. Please leave my card active and I will figure it out when I return home. On vacation, I was hesitant to use my card, so I used another credit card instead.
Meanwhile, I figured out the charge so when I returned home, I called Amex and said that I wanted to retract the fraud and use my card with the existing number.
“Ok, let me see what I can do,” the agent said. After a few minutes, she returned and informed me that she was able to reverse the fraud and I could use my card.
Later that day, I ordered a latte to go to test my Amex card. Declined.
“No!!” I screamed in my head, “after all I have done for you, how could you deny me a $4 latte?”
The next agent at Amex insisted that he reviewed what was now a long series of notes on my account and that everything is in order.
The next day, I went to the mall to buy a navy blazer and khaki trousers as part of my ping-pong umpire uniform. The trousers did not lie flat on my hips but the blazer was perfect. When I reached the cashier to pay, I slid my Amex card into the machine. My heart pounded as I waited to sign with my finger on the screen. The buzzer sounded. “Declined,” it screamed across the store and throughout the mall. I tried to explain to the salesperson what had happened as I quickly pulled my card out of the machine and replaced it in my wallet. Then, I removed another card and slipped it into the machine.
“No problem,” the cashier said with a nonjudgmental smile that did not make me feel any better.
I could feel my chest constrict and wondered if this could trigger my defibrillator but before I could answer my own question, a ringing sound signaled that my charge was approved. I exhaled and drew a doodle with my index finger, took my purchase, and left the shop.
By now, the fractures in what divorce courts would call a long-term relationship had grown into a chasm. I was willing to mediate the matter or even go to joint counselling but I could no longer say with certainty that the relationship would last.
Over the next two weeks, I spoke with Amex representatives several times. I informed them that unless they could assure me that my existing card was fully operational, I would take my business elsewhere. Each call lasted nearly an hour and each agent assured me that the relationship was worth saving. They made promises, and said nice things, but in the end, nothing was any different.
During the month that we have been on the rocks, I have been become more independent and come to appreciate and respect my Visa card. My Amex card has three months to woo me back before my card renews and my annual payment is due. So far, no one has delivered flowers to my door or brought me perfume or champagne so my affair with Visa might become permanent.
