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I'm spoke to 12 regular customer service agents (over the months), and 2 managers at this point. How much further up the chain do I need to go? All of them said

I'm spoke to 12 regular customer service agents (over the months), and 2 managers at this point. How much further up the chain do I need to go? All of them said the exact same thing, "There is nothing more they can do, I need to contact the merchant (I cannot) or Stripe.". I've got it blocked every single time (I guess blocked is an attempt and does not guarantee it will be blocked) I called, and every dispute online via the checkbox. While I believe everything you said, I have not experienced it.

leesalminen 4y ago
Do you mention Stripe by name, or the concept of a payment processor at all? Sometimes when I’m on with CS, if I let it slip that I know a little something about what’s wrong they take the easy out and send me on my way by regurgitating what I just said as the solution. The average person doesn’t know anything about Stripe or payment processing. I find it hard to think Amex would steer you that way out of the blue. Is Amex really saying “here’s a phone number to some third party, resolve it yourself”? Totally unprompted? I would call in and pretend to be as dumb as possible. All you know is you keep getting charged and you don’t want the charges anymore. The business phone number you have is disconnected. Let them take it from there.
likeabbas 4y ago
I’ll try to add some food for thought: customer service agents and their managers do not know everything. In fact, most of the times, they do not actually know how the products work. They just know what they’re told and they’re only told what they ask. But if they don’t know what to ask, then they can get caught in a situation where they just default to blaming you or someone else so they can close the ticket. Your best bet is to get in contact with someone who is in sales who can escalate this to an engineer or other more technical person. One way to do this may be to declare that you will tell your customers AMEX is no longer acceptable unless they help you resolve the issue. This may seem harsh but I bet it would work at AMEX and not a VISA or Mastercard
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leesalminen 4y ago

Do you mention Stripe by name, or the concept of a payment processor at all? Sometimes when I’m on with CS, if I let it slip that I know a little something about what’s wrong they take the easy out and send me on my way by regurgitating what I just said as the solution. The average person doesn’t know anything about Stripe or payment processing. I find it hard to think Amex would steer you that way out of the blue. Is Amex really saying “here’s a phone number to some third party, resolve it yourself”? Totally unprompted? I would call in and pretend to be as dumb as possible. All you know is you keep getting charged and you don’t want the charges anymore. The business phone number you have is disconnected. Let them take it from there.

likeabbas 4y ago

I’ll try to add some food for thought: customer service agents and their managers do not know everything. In fact, most of the times, they do not actually know how the products work. They just know what they’re told and they’re only told what they ask. But if they don’t know what to ask, then they can get caught in a situation where they just default to blaming you or someone else so they can close the ticket. Your best bet is to get in contact with someone who is in sales who can escalate this to an engineer or other more technical person. One way to do this may be to declare that you will tell your customers AMEX is no longer acceptable unless they help you resolve the issue. This may seem harsh but I bet it would work at AMEX and not a VISA or Mastercard

deleted 4y ago

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