13 Jan 2004 | Matt Haughey said...

Oh god, I applied for one in December for business purposes, and saw the same message. When it ended with an apparent error and a "we'll get back to you about this" I waited. And waited.

They approved me a month and two days later, after a couple phone calls where I had to verify all my info. I had an amex card about 8 years ago and only cancelled it because I wasn't using it. I would think they'd have the SSN keyed into their database and quickly see that I was a perfect ex-customer of theirs and speed the process up.

One thing I have heard lately is that with the patriot act, opening a bank account is a pain in the ass, so maybe amex is putting in additional checks to appease the new laws (still doesn't mean they should keep the message around that it'll be approved in a few seconds).

13 Jan 2004 | Brian said...

Weird. I wanted to read more about the Patriot Act's effect on opening a bank account, so I googled " patriot act bank account." And who should have the first comment on the first result but JF. Don't you people work? ;)

13 Jan 2004 | Vuarnet said...

To fill a form to see this stupidity. That is a ridicule, no?

American Express would have to change that message, the result is a disappointed user and who does not return more.

It is clearly a good example of deceptive publicity.

13 Jan 2004 | huphtur said...

False advertising on the web is everywhere. Check out hostrocket.com, their "Giga Sale" Offer Expires: January 14th, which is tomorow right? Guess what it will say tomorow?

13 Jan 2004 | Chris said...

I think AMEX is too busy mailing snail mail to deal with anything electronic. I'm getting 3 or 4 copies the same credit card offer weekly in my mailbox. The only difference is the company name attached to me in the address block. How hard can it be to filter for that cap in their direct mail lists?

Oh yeah, I've had an AMEX card since the 80's. I don't really need another one.

13 Jan 2004 | Bill Brown said...

As someone who works for a financial institution, I think I know why this isn't exactly a bait and switch (which I believe it technically couldn't be unless you're conflating time and money& mdash;a valid action though without legal support).

You got a decision in seconds: your application needs to be reviewed. That means that you're in some sort of credit purgatory: not immediately rejectable and not immediately approvable. Probably the superstars of credit would see an approval and the deadbeats would get an instant decision as well.

Amex isn't lying—it's just not setting expectations well.

13 Jan 2004 | JF said...

Amex isn't lyingit's just not setting expectations well.

Fair enough, but they really need to do a much better job setting expectations. If their definition of "express approval in a minute" means I'm going to have to wait 7-8 days, they need to clearly let me know that some applications may require additional time. They need to let me know what the possible outcomes are.

13 Jan 2004 | pb said...

It could be a number of things including credit but also identity. Why communicate to 100% of users that it may take a week when that only happens for a small fraction (many of whom have less than stellar credit or are fraudsters).

13 Jan 2004 | JF said...

many of whom have less than stellar credit or are fraudsters

My credit is stellar. My vote is to be clear.

If it said that 98% of the people are approved within seconds, but some may require additional time, I'm pretty sure they'd still receive the same number of applications. And, the ones that wouldn't apply would be the credit risks so it may even be to Amex's benefit to filter them out early in the process.

13 Jan 2004 | Eby said...

I also applied for one not too long ago. I didn't really have previous credit though so I was not surprised that mine took longer.

However, I thought the information the site gave me was more specific than that. The images you post are rather clear and if I had recieved those I would also be unhappy. But I think mine clearing stated that "We are sorry but we are unable to give you a blah blah....we must review your application and you will recieve shit in mail". I don't remember the exact words but it was more indepth than what you got.

My experience with the online Apple Loan process was much worse though. Denied instantly then mailed an approval letter. I called and they told me they decided to manually review the app after I was denied. Would have been nice to have recieved some feedback though that this was occuring or going to occur.

13 Jan 2004 | Matt Haughey said...

many of whom have less than stellar credit or are fraudsters

I'm not taking this personally, but pointing it out because it may be a problem on AMEX's end: I have a high FICO score, own a home, car, etc, and think I'd be considered above average at the least. With my previous history with them (this proves I exist and can pay off thousands of dollars of bills on time), I don't know what caused the delay but aside from setting realistic expectations on their site they should probably check out their approval software while they're at it. I don't see why they took a month to get a card to me.

13 Jan 2004 | Darrel said...

False advertising on the web is everywhere.

Another example...check out all of the product offerings from eHelp.com (now owned by Macromedia). It took me a few weeks of trial use of their products before I realize all of their products are perpetually on sale. I swore we had laws against this type of thing...

13 Jan 2004 | Mark Fusco said...

Couldn't it also be a possibility that the database they query which usually affords AMEX an immediate response could've been down? Hence, they give you the screen stating they'll have to do it the "old fashioned way" which takes a bit longer?

Of course, I agree if that's the case it would be nice if they noted that somewhere.

13 Jan 2004 | One of several Steves said...

Definitely a case of poorly setting expectations.

I wonder if it isn't a leftover from a while back, that they've carelessly forgotten about or left in place. Given some of the new rules in place to protect against identity theft, I'd say it's a very good thing that you're not approved right away, and they may even be required to go through the additional verification steps now. But, again, set that expecation from the start.

13 Jan 2004 | Paul said...

This exact thing happened to me when I originally bought my computer, and wanted to take out an Apple Loan. I was promised an answer in "90 seconds," which turned into 14 days. By that time, though, I had already chosen to take my business elsewhere.

14 Jan 2004 | Scott Kidder said...

I recently applied for a Business Cash Rebate Card for my business too, and got the same message as you.

A few weeks later I got a vague call asking me to call a random AmEx number with a reference number. I called them, and it turns out, they couldn't verify my business exists. Nevermind our D&B record, our bank accounts, or the fact that we ALREADY HAVE an American Express corporate gold card AND an American Express merchant account -- not good enough for them!

I had to give them my accountant's name and phone number. They insisted I stay on the phone while I contact my accountant, and 20 minutes later, they came back and said you're approved. Ugh!

Their scapegoat was the PATRIOT Act....

14 Jan 2004 | Michel said...

I guess that is commonly used. But it's bad company politics :/

14 Jan 2004 | rb said...

I applied online for an AMEX card, got the same message. But since I don't have a landline (cell phone only), and they needed further proof of residence, I had to FAX them a copy of my lease. It still took 5 weeks to get the card.

14 Jan 2004 | Carl said...

Ok, has anyone here actually been approved in less than a minute?

25 Jan 2004 | Jason said...

company politics