A few days ago, I made an inquiry to American Express. I have four different types of their cards (multiple business/personal uses) and have been a client since 1996. I requested that AMEX call me since there is (or was) a problem with their phone lines. Below, you’ll see the exchange of messages (start at the bottom and read up). My expectations have definitely not been met.
This is an example of a bad customer service policy — and it’s not just an AMEX issue. Many companies forbid their overseas support teams from calling anyone. There may be good reasons to limit outbound calls, but to forbid them when a client requests a call is the wrong policy.