AMEX card has limitations

AMEX card has limitations

AMEX cards issued in Indonesia have many limitations that you
may not be aware of until you are denied a claim. My daughter is
a supplementary AMEX cardholder and so are my two other children
who are residing and studying in the U.S. I gave them these cards
as a protective measure since I was confident that AMEX is, as it
proclaims, one of the most comprehensive credit card companies.

But that confidence has eroded. My daughter recently rented a
car and paid for it with her AMEX card and opted for automatic
insurance by AMEX. When she returned the car, it had a small chip
on the bumper and consequently, she was charged for it. The car
rental attendant, however, assured her that the cost for the
repair will be paid for by AMEX. She filed her claim with the San
Francisco AMEX office. The AMEX office there agreed that the
claim for damages was legitimate but that my daughter would have
to file the claim in Indonesia, since this was where her card was
originally issued.

She did as she was told. Much to my surprise, however, AMEX
Indonesia refused to cover the damages because as Ms. Tandiana
Crombie (Cardmember Enquiries Team) stated in her letter "this
claim privilege does not apply to Indonesian Cardmembers."

Upon clarification with Ms. Agustina Nugraha (Team Leader,
Customer Services), it is policy that an AMEX issued in Indonesia
will only cover those items that are specifically stated in the
information pack that you receive when you become a member.

I wonder what other privileges that you assume are automatic
are not covered by "AMEX Indonesia"? This double standard makes
it hard to believe that there is any truth to their ad that
proclaims, "Don't leave home without it"? After all, is it
practical to call "AMEX Indonesia" when you are abroad to find
out if your card entitles you to a privilege that is automatic in
the U.S.? Maybe AMEX should not call itself American Express
International, Inc -- "AMEX Indonesia" would be more appropriate.
By affixing Indonesia after AMEX, the cardholder is made aware
that the card has an Indonesian character and could have
limitations, as in fact, it has.

NORA M.

Jakarta