Peter Nowogrodzki – Representative is Typing a Response . . .
Welcome to American Express Live Chat!
You are now chatting with Zena.
Zena: Hope you’re having a good day. I’m Zena, how may I help you?
you: I do not understand the difference between my Current Balance and my Outstanding Balance
you: Also, I noticed that you are named after the famous Warrior Princess—that's cool!
Zena: Please don't worry, let me explain the difference....
you: OK, I'm not worried
Zena: Current Balance is your balance from the last billing statement adjusted for unbilled payments, credits, amounts under review, or returned payments.
you: But I'd like to know
Zena: and Outstanding Balance is the balance till date ..
Zena: Outstanding Balance = current balance + new charges.
you: what does that mean—balance "til date?"
you: Oh, OK. So if I want to pay off my back-history Balance, then I should pay the "Current Balance"
Zena: You got it..
you: Can you check to see if I have any fines or penalties for not paying my Current balance?
Zena: Let me access your account to check that
Zena: Is this Peter?
you: Yep. Hey Zena
Zena: Thank you for confirming!
you: Thank you!
Zena: In order to continue, I need you to answer an identification question. Your chat window will expand to the right with the question, please answer it in the space provided.
Zena: The agent has sent you a secure form
Zena: My Pleasure! (smile)
you: You must be a human being because you are able to smile and I don't think computers can
Zena: Please allow me a moment to check.
Zena: I am a human being. (Smile)
you: Cool. Me too. I think
Zena: Peter, I see you don't have any late fee.
There is only interest charge of $XXXX as only minimum payment due was paid in last cycle.
you: What does that mean, zena?
you: "interest charge?" Also, what does "last cycle" mean—are there different charges for different cycles?
Zena: I meant billing cycle (statement)
Zena: I see your statement dated 10/23/2013 had the balance of $XXXX
Zena: with minimum payment due of $XXXX
Zena: To avoid interest charges current balance must be paid
Zena: while only minimum payment due was paid..
Zena: that is why interest was charged
you: OK that is totally news to me because I talked to a representative last cycle and then said that I would b charged no interest if I payed the minimum...
you: I'm very surprised to hear that they might have been mistaken and/or downright lying
you: Is there any way for your to waive the fee this time?!
Zena: I will be glad to check that for you..
Zena: One moment please..
Zena: Thank you for waiting. I'll be with you in just a moment.
Zena: I certainly see you have a fantastic payment history.
Keeping in view your valued membership, I have successfully refunded the $XXX interest charge for you.
Please allow 24-48 hours to be credited to your account
you: Thanks I'm glad I have a fantastic payment history. I didn't know that I had to keep the Current Balance paid because, as I mentioned, your representatives led me to believe otherwise. I will try to keep my fantastic payment record in the future. Thanks very much
you: X END CHAT
you: END CHAT X
Zena: You are welcome! (Smile)
Zena: Have an excellent day ahead! (smile)
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