The Secure Message Center on the AMEX (Advertising Partner) and Chase websites were great for multiple reasons. They both offered an easy way to communicate with customer service and often receive a more positive response than you would on the phone. Be it asking to be matched to a new or better sign-up offer, waiving a recently charged annual fee, asking for a credit line reallocation, canceling a card without speaking to the retention department, or even receiving a retention or goodwill gesture bonus. Of course, they could also assist with billing and statement related questions, travel notifications, etc.
Unfortunately, AMEX has completely removed their Secure Message Center (Chase’s is still in place). I logged in last night and could not find the normal envelope icon anywhere on the site. My “contact us” options were only online chat and phone. Perhaps AMEX had enough of the frequently more generous secure message center responses and wants to provide a more consistent customer experience? No word, but here is what I did find:
Yep, going forward you’ll only see the “Notification Center” if you have a new message. Otherwise you’ll have to chat online or via telephone. What a disappointment, this was such an easy to use and timely feature of AMEX.com.