You stopped taking American Express card payments without telling customers

Question

Hello.
I had payed my last couple of bills using an American Express card. During December I tried to pay my bill using my Amex card multiple times, but on each occassion the payment failed and the website gave no reason - something equivalent to "we cannot process your payment". It is important to note that at this time you were still listing "American Express" as a form of payment that you accept and therefore I had no reason to believe that there was a problem with my card. Over the space of a few weeks I tried to pay the bill, and eventually called EE to see what was 'going on'. During the phone call I was told that EE no longer accept Amex - and I paid shortly thereafter with an alternative card. Unfortunately however, I did not pay in time to avoid EE reporting a missed payment to the credit reference agencies, which has had a negative effect on my credit score. At the very least, I would like EE to amend the data they have reported to the credit agencies - if you had given me any reason to believe you didn't take Amex this problem would not have occurred in the first place. 
Also - I notice that upon calling 150 from my handset, I am told that I can either pay £0.50 to have my call answered as a priority, or hang-on in the non priority queue to have it answered. I chose the latter, and ended up holding for 15 minutes before being told something along the lines of "we cannot connect your call, please re-dial". I seriously hope that this is not the start of a two tier system whereby unless you pay £.50 to have your call answered - you get a useless level of customer service.
Please look into this.
 

Answer 1

joannabuick wrote:
Hello.
I had payed my last couple of bills using an American Express card. During December I tried to pay my bill using my Amex card multiple times, but on each occassion the payment failed and the website gave no reason - something equivalent to "we cannot process your payment". It is important to note that at this time you were still listing "American Express" as a form of payment that you accept and therefore I had no reason to believe that there was a problem with my card. Over the space of a few weeks I tried to pay the bill, and eventually called EE to see what was 'going on'. During the phone call I was told that EE no longer accept Amex - and I paid shortly thereafter with an alternative card. Unfortunately however, I did not pay in time to avoid EE reporting a missed payment to the credit reference agencies, which has had a negative effect on my credit score. At the very least, I would like EE to amend the data they have reported to the credit agencies - if you had given me any reason to believe you didn't take Amex this problem would not have occurred in the first place. 
Also - I notice that upon calling 150 from my handset, I am told that I can either pay £0.50 to have my call answered as a priority, or hang-on in the non priority queue to have it answered. I chose the latter, and ended up holding for 15 minutes before being told something along the lines of "we cannot connect your call, please re-dial". I seriously hope that this is not the start of a two tier system whereby unless you pay £.50 to have your call answered - you get a useless level of customer service.
Please look into this.
When you tried to pay originally and the Amex payment was declined why did you not use another card then? The credit marks would seem to be your own fault as in addition to using another card you can pay by online banking, in the bank, set up a direct debit etc... I fail to see how this is EE fault. 
Amex charge more to process payments and this could be the reason it is no longer accepted. 
You can also contact EE on 07953 966250 from any other phone. 
Thanks,