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We have never had a major problem with AMEX, and we have had various cards from them over almost a 25-year period. Their customer service has always been helpful and polite - and they have REAL PEOPLE answering the phones!!!! (Yes - you have to go through the computer thing, first! But I have never had to wait more than a few minutes.....)
Recently, their security office called me to ask about some *strange* activities on my card, and - come to find out - someone had stolen my number! As soon as I verified that I had not made the purchases, their customer service took over, and took care of everything!
But - that's the kind of service I have come to expect from American Express..............