我申请了他们的信用卡，告知到邮局做身份认证。当然是应该的。但后来Canada Post投递员脑子抽疯，把程序搞错了。虽然ID确认我还是做了，但是American Express Canada 说不接受。奇葩的是，他们说这个程序不能重复，现在唯一的办法是我飞到多伦多去他们总部当面做认证。我住在温哥华！！
我气得不得了。写了封投诉信（内容贴在下面）。他们还没有电子邮件地址，我明天就打印邮寄到他们总部去。
不比不知道。我在新加坡的时候人家美国运通服务多好啊。这个开始就感觉这么烂。
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To: American Express Canada
Re: 2018XXXXXXXXXCAD
Dear American Express,
I have been a customer of American Express USA and American Express Singapore. I enjoyed the convenience and prestige of Amex cards. In addition, I was thoroughly impressed by the helpful and courteous customer service provided by Amex Singapore. This is why, after recently moving to Vancouver, I decided to apply for a credit card with American Express Canada, particularly given the global card transfer option provided by your company. I thought the application process would be a smooth sailing, and never imagined the dismaying experience that it turned out to be. I am sure that you will be as shocked and appalled as I am, after you read my story below.
I submitted my online application for a SimplyCash(TM) Card on June 30th. On July 5th, I received an email from American Express New Accounts, informing me that an ID verification would be conducted in relation to my card application. The email stated that I would be receiving a Canada Post Delivery Notice, prompting me to visit one of their retail branches with my official Canadian identification. I understand the importance of ID verification, and was more than happy to comply with the requirements.
On July 13th, I received an XpressPost envelope in my mailbox. The envelope bears the blue Amex logo. I opened the envelope, expecting to find a delivery notice with instructions to go to a Canada Post branch to conduct my ID verification. Instead, I found a letter thanking me for completing the identity verification process with Canada Post, and that I would be receiving a decision on my application within 5-10 business days.
I thought this very strange. Therefore, I called Amex’s New Accounts Dept (1-800-575-2273) immediately. The agent who answered my call said that it was an error, and that he would investigate the matter and get back to me by the end of the following Monday (July 16th). When I did not hear back from him, I called the Amex hotline again on July 18th. An agent named Marco answered my call, and he told me that the issue was still under review, and that I would receive a call within 24-48 hours. Unfortunately, I did not receive a callback from American Express.
On July 20th, I went to a Canada Post office (XXX branch) with the Xpresspost envelope that I had received on July 13th. I explained the situation to the employee at Canada Post. The lady told me that this had been an error on the part of Canada Post. I should not have received the letter directly. Instead, I should have received a notice with instructions to come to the post office with my ID. My ID would then be verified at the post office, and the letter delivered to me at that time. However, since this was not my fault, she would help me do the ID verification right then and there. I had my Canadian permanent resident card with me, and therefore, the ID verification was completed. And I thought the process was finally over.
A few days later (July 25th), I called American Express to check the status of my card application. An agent named Geeta answered my call. To my surprise, she told me that even though American Express had received my ID verification from Canada Post, the information was not acceptable because the “correct” procedure had not been followed. She explained that I should not have received the letter before the verification was conducted. She said she understood that this was not my fault. Shockingly, Geeta then said that the ID verification process with Canada Post could not be initiated again, and that the only option was for me to personally fly to American Express’ head office in Ontario to have a face-to-face verification of my identification.
I was dumbfounded at this turn of events. I asked Geeta why the ID verification I did at Canada Post office on July 20th was not acceptable. She repeated her previous answer that the “correct” procedure had not been followed, without explaining how the departure from the “correct” procedure affected the integrity of the verification process. Geeta insisted that there was no alternative to me personally flying to Ontario to conduct my ID verification for my card application. Being a Vancouver resident, naturally, this was not a viable option for me.
I finished the telephone conversation in utter disbelief. I completely understand the importance of verifying prospective clients’ identification, and have been most compliant and cooperative in this process. It is true that Canada Post had not followed the correct delivery procedure, but that was through no fault of mine. Most importantly, I cannot comprehend why the ID verification conducted on July 20th at Canada Post (XXX branch) was not acceptable to you, merely due to a minor departure from Amex’s procedures. I cannot see how the integrity of the verification process was in any way compromised to render it unacceptable to American Express (Canada). By Geeta’s explanation, I would have to say that American Express (Canada)’s position is inflexible to the point of being unreasonable.
I hope that you will re-look at my application, and find that the ID verification is to your satisfaction to enable the application to proceed. I trust that a global and influential company like American Express has sufficient reason and common sense to not ask someone to fly 4400 kilometers, in this day and age (or, for that matter, in any day and age) to merely complete a credit card application.
I await your response to this matter, and remain
Sincerely yours
XXX
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