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American Express Removes Secure Message Center

by on August 19, 2014 · 19 comments

in American Express

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A great feature that used to be offered by both American Express and Chase was the Secure Messaging option, which enabled you to log into your account for either credit card issuer and and easily send either company a message without having to actually call them. This was especially useful if you signed up for a credit card offer and then discovered the sign-up bonus had been raised – via Secure Messaging, you’d be able to quickly request the higher bonus.

However, American Express has recently ended their Secure Messaging option, so now if you have a question you will either have to reach out to the company via Twitter or telephone.

american_express

Where did the Secure Message Center Go?

On your American Express online account, the former Secure Message Center is now called the Notification Center. When you receive any new message from American Express, a link to your message will appear here under the picture of your credit card on the left side of the screen. You’ll also be sent an email with a link to the message.

Otherwise, if you would like to chat with American Express online, click the telephone icon (“Contact Us”) in the upper right, then select “Online” to start a secure chat.

Other Ways to Contact American Express: 

Twitter: This is probably one of my favorite ways to get in touch with American Express. Their twitter handle is @AskAmex, and they can answer all sorts of quick and easy questions that are 140 characters long or less. Amex customer reps are available to respond to tweets Monday-Friday from 9 a.m. – 10 p.m. Eastern.

Contact American Express via Twitter

Contact American Express via Twitter

You can also reach out to American Express by phone, using either the number on the back of your card or via their General Customer Service number at (800) 528-4800.

Other Credit Card Companies:

Chase still has their Secure Messaging Center.

Chase still has their Secure Message Center.

Chase
Chase still has a Secure Message Center on their site, which you can use to send the company a quick message about your account. To reach them by phone, call the number on the back of your credit card, or one of these these two numbers:

(800) 432-3117 – Personal Cards
(888) 269-8690 – Business Cards
Twitter: @ChaseSupport

Bank Of America
(866) 458-8805 – General Account Information
Twitter: @BofA_Help

Barclay’s Credit Card
(888) 232-0780 – General Card Services
Twitter: @BarclayCard

Citibank Credit Card
(866) 606-2787 – General Application and Account Questions with live rep
Twitter: @AskCiti

Capital One
(
800) 951-6951 – General Customer Service
Twitter: @AskCapitalOne

US BANK
(
800) 947-1444 - Credit Card Services
Twitter: @AskUSBank

Remember that even though Amex’s Secure Messaging Center is gone, you can still contact them on Twitter at @AskAmex. via the phone number on the back of your card, or at their General Customer Service number at (800) 528-4800.

Have you ever used the Secure Message Center with either American Express or Chase? What sort of requests were they able to help you with? Please let us know about your experience in the comments below. 

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

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  • JL100

    Really bad call by Amex to cancel such a time saving feature. This just extends Chase’s position as no. 1.

  • Joel

    I’ve had great luck with the Chase secure message center. Prompt responses and generally positive resolutions.

  • JM

    The chat was great, granted I really just wanted to send them a secure msg. Chat took like 5 mins vs. 1 minute to compose and send a message.

  • faklsdfasdfasdfkasd

    notification center doesn’t work now. I’ve tried 3 different browser apps and it says 3 notifications but when I click on it, it says no notifications. I’ve also gotten email saying i have new notification. Total pile of crap. I do like the chat function but it frequently is unavailable/understaffed and takes forever when you do get a rep, because they are juggling so many people.

  • Brian

    This happened many, many months ago. The Chat option only seems to show up for certain things, but I haven’t found a way to get it to show up consistently. What I end up doing is contacting them through twitter, then they DM me a link to join the chat. All that nonsense instead of just letting me send a secure message whenever I felt like it…

  • Robert S

    I have used the secure message function with Chase. When I first got the Priority Club Visa (now the IHG Rewards MC), it was 60,000 points. Two weeks later there was an offer for 80,000. I asked for the 20,000 through the secure message center and was given the 20,000 points in a matter of a day or so.

  • MB

    I know this is the wrong thread to transfer hotel and loyalty points to get the Companion Pass from Southwest. Here are the points you need to do so from these programs to earn Companion Pass Qualifying Points to get the Companion Pass:

    1) 230,000 Hyatt Gold Passport Points (CHASE) = 110,400 Companion Pass Qualifying Rapid Rewards Points = 1 Companion Pass

    Step #1Miles/Points – Hyatt Gold Passport converts to(starting) 230,000Southwest Rapid Rewards (at a ratio of 5000:2400)110,400
    Notes:

    Minimum transfer of 5,000
    Transfers in blocks of 1,250

    Final Result Miles/Points
    Southwest Rapid Rewards – 110,400

    2) 460,000 Best Western Points (AMEX) = 110,400 Companion Pass Qualifying Rapid Rewards Points = 1 Companion Pass

    Step #1Miles/Points – Best Western Hotels Rewards converts to(starting) 460,000Southwest Rapid Rewards (at a ratio of 5000:1200)110,400
    Notes:

    Transfers in blocks of 5,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,400

    3) 370,000 Choice Privilege Points (AMEX) = 111,000 Companion Pass Qualifying Rapid Rewards Points = 1 Companion Pass

    Step #1Miles/Points Choice Hotels Choice Privileges converts to(starting) 370,000 Southwest Rapid Rewards (at a ratio of 6000:1800)111,000
    Notes
    Transfers in blocks of 5,000

    Final Result Miles/Points
    Southwest Rapid Rewards111,000

    4) 920,000 Hilton HHonors Points (AMEX) = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points HHonors converts to(starting) 920,000Southwest Rapid Rewards (at a ratio of 10000:1200)110,400
    Notes
    Transfers in blocks of 10,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,400

    5) 2,560,000 Club Carlson Points = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points Club Carlson converts to(starting) 2,560,000Icelandair Saga Club (at a ratio of 100000:18000)460,800
    Notes:
    Minimum transfer of 100,000
    Miles may take 4-6 weeks to post to your frequent flyer account.

    Step #2Miles/Points Icelandair Saga Club converts to460,800HHonors (at a ratio of 1:2) 920,000
    Notes Transfers in blocks of 5,000

    Remainder of 2,200 Icelandair Saga Club miles/points
    The conversion takes 7 business days.

    Step #3Miles/Points HHonors converts to 920,000Southwest Rapid Rewards (at a ratio of 10000:1200)110,400
    Notes Transfers in blocks of 10,000

    Final Result Miles/Points
    Southwest Rapid Rewards 110,400
    Icelandair Saga Club 800

    6) 440,000 Marriot Rewards (CHASE) Points = 110,000 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points Marriott Hotels Rewards converts to(starting) 440,000Southwest Rapid Rewards (at a ratio of 20000:5000)110,000
    Notes:

    Transfers in blocks of 20,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,000

    7) 1,104,000 La Quinta Rewards Points = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points La Quinta Returns converts to(starting) 1,104,000Southwest Rapid Rewards (at a ratio of 6000:600)110,400
    Notes:

    Transfers in blocks of 6,000

    Final Result Miles/Points
    Southwest Rapid Rewards 110,400

    8) 380,000 Starwood Points (AMEX) = 114,000 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points Starwood Hotels & Resorts Preferred Guest converts to(starting) 380,000Virgin Atlantic Flying Club (at a ratio of 20000:25000)475,000
    Notes:

    Transfers in blocks of 20,000

    Step #2Miles/Points Virgin Atlantic Flying Club converts to 475,000HHonors (at a ratio of 1:2) 950,000
    Notes:

    Minimum transfer of 10,000
    Transfers in blocks of 5,000

    Step #3Miles/Points HHonors converts to950,000 Southwest Rapid Rewards (at a ratio of 10000:1200)114,000
    Notes:

    Transfers in blocks of 10,000

    Final Result Miles/Points
    Southwest Rapid Rewards114,000

    9) 550,000,000 IHG Rewards Club Points (CHASE) = 110,000 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points IHG Rewards Club converts to(starting) 550,000,000Southwest Rapid Rewards (at a ratio of 10000:2)110,000
    Notes:

    Transfers in blocks of 10,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,000

    10) 460,000 American Express Membership Rewards (US) Points (AMEX) = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points American Express Membership Rewards (US) converts to(starting) 460,000Best Western Hotels Rewards (at a ratio of 1:1) 460,000

    Notes:

    Transfers in blocks of 1,000

    Step #2Miles/Points Best Western Hotels Rewards converts to 460,000
    Southwest Rapid Rewards (at a ratio of 5000:1200)110,400
    Notes:

    Transfers in blocks of 5,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,400

    11) 460,000 American Express Membership Rewards (US) Points (AMEX) = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points American Express Membership Rewards (US) converts to(starting) 460,000Virgin Atlantic Flying Club (at a ratio of 1:1)460,000

    Notes:

    Transfers in blocks of 1,000

    Step #2Miles/Points Virgin Atlantic Flying Club converts to460,000
    HHonors (at a ratio of 1:2) 920,000
    Notes:

    Minimum transfer of 10,000
    Transfers in blocks of 5,000

    Step #3Miles/Points HHonors converts to920,000
    Southwest Rapid Rewards (at a ratio of 10000:1200)110,400
    Notes:

    Transfers in blocks of 10,000

    Final Result Miles/Points Southwest Rapid Rewards110,400

    12) 460,800 Icelandair Saga Club Points = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points Icelandair Saga Club converts to(starting) 460,800HHonors (at a ratio of 1:2)920,000

    Notes:

    Transfers in blocks of 5,000
    The conversion takes 7 business days.

    Step #2Miles/Points HHonors converts to 920,000
    Southwest Rapid Rewards (at a ratio of 10000:1200)110,400
    Notes:

    Transfers in blocks of 10,000
    Final Result Miles/Points Southwest Rapid Rewards110,400

    13) 460,000 Virgin Atlantic Flying Club Points (AMEX, CHASE) = 110,400 Companion Pass Qualifying Points = 1 Companion Pass

    Step #1Miles/Points Virgin Atlantic Flying Club converts to(starting) 460,000HHonors (at a ratio of 1:2)920,000
    Notes:

    Minimum transfer of 10,000
    Transfers in blocks of 5,000

    Step #2Miles/Points HHonors converts to920,000Southwest Rapid Rewards (at a ratio of 10000:1200)110,400
    Notes:

    Transfers in blocks of 10,000

    Final Result Miles/Points
    Southwest Rapid Rewards110,400

    14) 552,000 Wyndham Rewards Points = 110,400 Companion Pass Qualifying Rapid Rewards Points = 1 Companion Pass

    Step #1Miles/Points Wyndham Rewards converts to(starting)
    552,000 Southwest Rapid Rewards (at a ratio of 6000:1200)110,400
    Notes:

    Minimum transfer of 6,000
    Transfers in blocks of 1,200

    Final Result Miles/Points
    Southwest Rapid Rewards110,400
    Good luck in getting your Companion Pass.

  • BobChi

    Disappointing. Chase is the best for customer service access. I’m happy to contact them either by phone or secure message, because it’s generally quick service. Companies that stick me on extended hold even though “your call is important to us” lose my enthusiasm fast.

  • Sean

    I just logged in to my Barclay US Air account and it has a SM center as well.

  • Brian C. Lee

    Bank of America’s Twiiter account is worthless. Every time I’ve tweeted them about something, they tell me to call. I’m tweeting because I don’t want to call!!

  • rj123456

    I thought Amex pulled this several months ago, TPG just got around to reporting this?? They must’ve pulled his referral bonuses :)

    +1 to Chase for having/keeping their secure messaging service.

  • josefismael

    I’m still able to use the live chat feature thru AMEX. In my experience, it’s not quick, but it allows me to multitask instead of sitting on the phone.

  • Edward

    This feature has been gone since Nov 2013!

    I filed an OCC complaint. Amex basically told me to fuck off.

    This prevents you from contacting them in writing. This shit should be illegal.

  • sl

    I was told by an amex rep that the chat button will appear when you are still for about 1 minute on the payments tab

  • ochogger

    TPG is just trying to inform…..give him a break!!!

  • Nick Knight

    When they have a secure message, that is proof of the conversation. Not to valuable for them.

  • rg

    Dude, watch the language
    And no, it doesn’t necessarily end your ability to contact, them by postal mail. Furthermore, it’s just that so many people are addicted to media that they think it’s a big deal

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  • Kevin

    This is definitely not new news, Amex’s secure messaging has been disabled for at LEAST a couple of years now. The online chat functionality is worthless, since they have absolutely no power to do anything for you, and I don’t use twitter. So we can move back 20 years and use a telephone.

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