Declining customer service & security protection. I have been a member of AE for 20+ years. Over the past few years I'm experiencing Customer Service which is getting worse, not better. It has gone from exceptional to awful! They have Chat available 24/7. You enter chat by disclosing your issue, then they waste your time with questions about the issue which they knew they couldn't resolve, then refer you to CALL Customer Service by phone. When you call Customer Service, be prepared for a 10+ min hold time, and repeating the very same questions you answered in Chat, when they could have pulled up your Chat conversation and everything they needed, instead of wasting more of your time. I've already significantly reduced use of my AE card. It's is heart breaking to see such a reputable company, American Express, decline like this.
