Worst "Premium" Customer ExperienceI had my phone and card stolen. The same day, I was able to log into my other bank accounts, get a new contactless card for my replacement phone, and ask for a physical card delivery.Amex makes it 10x harder. I had to call and answer multiple security questions, and then there was no way to access my account—only when my card was delivered after 7 working days.After 10 days, I realized my account had my old address. I called them, and they knew I had access to my email, phone, security questions, and app and card passcodes. Still, they asked me to send them a letter with my proof of address and a copy of my passport.I asked if I could submit it online, and they said yes, so I hung up the phone. Of course, they asked me to log in before submitting the information - which I can't because I don't have access to my card. The only solution was to send it physically.It is 2024. I have had no access to my account for the last 14 days and no replacement card (digital or physical). Now, I have to find a way to print a letter, fill out the information, and send it to them together with proof of address and a copy of my passport. It will take at least 10 days for them to process the letter after it is delivered, plus another 7 working days to get my replacement card. Hopefully, 45 days after my incident, I will be able to access my account and use my card again.
