AmEx and Me: Of Cards, Costs, and Customer Loyalty

Laurie Petersen  Aug 14, 2009 9:10 am

AmEx and Me: Of Cards, Costs, and Customer Loyalty
 
Thirty years of commitment make little difference in this economy.
 

My relationship with American Express (AXP) dates back to 1980. From Green Card to Gold Card, Optima to Blue, my privilege of membership has endured the test of time.

Even when it became a stupid move to pay a $150 annual membership fee for AmEx Gold in an age when other cards offered many comparable benefits for free, I continued because it’s the only card I have in my married name. So it matches the one on my passport.

Like 2 of the many Amex celebrity spokespeople over the years -- Tinas Turner and Fey -- I also like the longevity.

I'm funny that way. My checking account at JPMorgan Chase (JPM) was opened in 1984 when it was still Chemical Bank and my first employer in New York City offered free checking there. This quality hasn’t accelerated my home mortgage refinancing, which now enters month 5. (But that’s a story best left for another day.)

It was something of a surprise this week when I opened a form letter that arrived in a window envelope from American Express. No rich and creamy embossed stationery. No Dear Laurie. No acknowledgment of membership since 1980. Just a subject line Re: Blue from American Express followed by a headline in bold print: Important Account Price Increase Notification.

I skimmed the bulleted list of “principal changes” and can expect to see an Increased Annual Percentage Rate on purchases -- shifting from a fixed rate to variable rate. Raised APR on cash advances. Raised APR on late payment balances, and increased fees for late payments.

My favorite: “In addition, we are pleased to let you know that we will not charge you a fee if you go over your credit limit … Thank you for being a Cardmember. We look forward to continuing to serve you.”

Despite this downright chilly treatment, I’m one of the lucky ones.
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Comments (18) See All Comments »
08-16-2009, 10:26 pm
This is an interesting piece of article and I just can't stop myself from making my first post on MV. I own a Discover, an AMEX Gold card, and at least half a dozen of other cards, rarely carry any balances (except one that I am making a 0% loa
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08-17-2009, 8:57 am
I, likewise, will pay off the full balance of my card and let it sit idle. I also bought AmEx stock, fully expecting a nice surge in profits first quarter of '10.
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08-17-2009, 4:45 pm
Mine arrived in a plain white envelope too. They cancelled my card. Account opened in the '80s, carried minimal balance, always paid, never late. I was careful with this relationship and panicked if there was a screw-up. Now I say bye-bye, than
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08-17-2009, 5:29 pm
I just don't think the money ctr. banks have any idea the amount of ill will they have created over the last year. It is something that will reverberate for decades. I am ending all of my relations with such cos. as quickly as possible.
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08-17-2009, 9:18 pm
Ironically, I came home to a new offer for a co-branded Fidelity/Amex card tied to the 529 account I have for my daughter. It's a no-annual-fee, 0% on any balance transfers til Jan. 2010 card. Has the typical AmEx travel perks. Deposits $50 in
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