American Express prints wrong contact number on Airpoints Platinum cards

American Express has sent a letter to customers after printing the wrong contact number on a number of its Airpoints Platinum cards. Photo / Getty Images

Credit card company American Express has printed the wrong contact number on a batch of its New Zealand cards, worrying some of its customers.

“If they can’t even get their phone number right, why would I trust them with my money?” one cardholder asked.

“If you’re in a high-stress situation where your card’s not working, you think you’re being defrauded or someone skimmed you, and then the numbers are wrong on the back of the card, it’s just an additional stress, isn’t it?”

The company sent a letter to its customers at the end of last month saying there had been a misprint on its Airpoints Platinum cards.

“The contact number listed on the back of the card ... is not in service,” the letter reads.

“The correct number to reach our customer service team is 0800 332 268. We encourage you to update this in your records.”

American Express said it would only reissue cards with the correct number when existing cards expired or if a customer called requesting a replacement.

“At your next card expiry date, we will automatically issue a new card with the correct number printed on the back. If you prefer to have a replacement card before your next expiry date, you can tell us at any time to request this.

“Your current card will continue to work as normal in the meantime.”

An American Express spokeswoman told the Herald: “We apologise for any inconvenience caused. Card members who are impacted can request a new card, which will be issued at no cost.”

The affected cardholder who complained to the Herald believed American Express should pre-emptively issue new cards.

The company’s Airpoints Platinum card costs customers $195 a year. Its perks include complimentary travel insurance, a Koru Lounge discount and limited complimentary airport lounge access.

American Express’ Platinum card, with its yearly fee of $1250, which it no longer advertises or appears to be issuing, did include a concierge service that cardholders could phone.

Raphael Franks is an Auckland-based reporter who covers business, breaking news and local stories from Tāmaki Makaurau. He joined the Herald as a Te Rito cadet in 2022.

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