Here’s an internal AmEx doc with what customer service reps should say when people call up asking about the $300 to pay off and close your account program, or, as they term it, the “Balance Down Initiative.” The sheet was obtained exclusively by creditcarforum.com. My favorite part is the answer for if people who weren’t chosen to participate ask if they can join. The correct response is, “We apologize, but we can only honor this offer for selected cardmembers. However, if you’re interested in paying down your balance, I can help you with that.” Full doc inside…

Balance Down Initiative
DETAILS: On February 13, 2009, American Express began 3 promotion to entice Cardmembers to reduce their outstanding revolving balance on CCSG Lending products by offering them Pre-Paid Cards or Statement Credits.

Handling Procedures: If you receive a call from a customer concerning the Balance Pay Down initiative, please refer to the Q&As below:

Prepaid card test FAQs
Q: Why was I selected for this offer?
A: We’d like to offer you the opportunity to simplify your finances and pay off your existing balance.
Q: My neighbor/friend received this offer but I did not. Can I enroll?
A: We apologize, but we can only honor this offer for selected cardmembers. However, if you’re interested in paying down your balance, I can help you with that.
Q: Can you help me enroll in the offer?
A: You can enroll in the offer by visiting americanexpress.com/prepaidcardoffer and using the unique RSVP code provided to you on your mail piece. If you would prefer to enroll by phone, please call 800-794-1308 and use the code: 138580001. Please note that your account will automatically be cancelled when you enroll in this offer. You will need your account number to enroll in the offer.
Q: I don’t have access to the Internet; how can I enroll?
A: If you would prefer to enroll by phone, please call 800-794-1308 and use the code: 138580001. Please note that your account will automatically be cancelled when you enroll in this offer. You will need your account number to enroll in the offer.
Q: I lost my mail piece that has my unique RSVP code; can I still enroll?
A: Yes, you can call 800-794-1308 and use the code: 138580001. Please note that your account will automatically be cancelled when you enroll in this offer. You will need your account number to enroll in the offer.
Q: I missed the enrollment period but am still interested in taking advantage of this offer?
A: We apologize, but we can only honor this offer for cardmembers who enrolled during the stated enrollment period. However, if you’re interested in paying down your balance, I can connect you with a Customer Care Professional who can assist you with that.
Q: I would like to pay off my balance, but keep my account open. Can I do that?
A: By enrolling in this offer, your account will automatically be cancelled. If you do not enroll, but pay off your balance by April 30, 2009, your account will remain open but you will not qualify for the Prepaid card offer.
Q: I enrolled in the offer, but I can’t pay my balance in full. What happens?
A: As communicated in the enrollment letter, your account will be cancelled. You must continue to make at least your minimum payments until your balance is paid off. However, you will not receive the prepaid card.
Q: My payment is due prior to March 1, 2009. Should I wait until then to pay so it qualifies for the Prepaid card (officially called Encompass Card)?
A: To avoid any late fees, you must pay at least your minimum payment by the due date. As long as you make another payment for the remainder of your account balance between March 1, 2009 and April 30, 2009, your account will qualify for the Prepaid card (officially called Encompass Card).
Q: Where can I use the Prepaid card (officially called Encompass Card)?
A: Your card can be used at select merchants that welcome American Express® Cards. The Card cannot be redeemed for cash and is not transferable. Card terms and conditions, usage restrictions and guidelines apply; please see your card carrier for details.
Q: How long will it take for the Prepaid card (officially called Encompass Card) to arrive?
A: Your Prepaid card (officially called Encompass Card) will arrive 4 weeks after the end of the promotional period (April 30, 2009).
Q: I enrolled in the offer and paid off my balance, but didn’t receive a Prepaid card (officially called Encompass Card)?
A: I apologize for the inconvenience. Please give me a moment to review your account and confirm if the payments have been reflected on your account.

If Cardmember has not received there offer connect to a TSC CCP to complete the request

Q: I submitted a payment prior to April 30, 2009, but I see it did not post to my account until after the end of the offer period. Will I still receive the Prepaid card (officially called Encompass Card)?
A: All payments must be reflected on your account by April 30, 2009 to qualify for the Prepaid card (officially called Encompass Card) offer. We apologize for any inconvenience.
Q: Is my account considered closed at my own request, or at American Express’s?
A: Your account will not be reported in a negative manner to the credit bureaus, however it will be reported as “closed at consumer request.”
Q: How will the account closing be reported to the credit bureaus?
A:Your account will not be reported in a negative manner to the credit bureaus, however it will be reported as “closed at consumer request.”.
Q: Will I receive a confirmation of the account cancellation?
A: Your statement will reflect the account cancellation in the month following the account cancellation. Please note that depending on your account billing date, it is possible that you may not see the cancellation on your statement for up to two months.

CCPs: If the Cardmember asks for a confirmation letter connect the Cardmember to TSC.

Q: How long will it take for my account to be cancelled?
A: It may take up to 2 weeks for your account to be cancelled after enrolling in the offer.
Q: I enrolled in the offer, but my account still looks active. Why?
A: It may take up to 2 weeks for your account to be cancelled after enrolling in the offer.
Q: How long is my prepaid card valid for?
A: The prepaid card will expire May 31, 2010; unused points will be forfeited the first day after the valid thru date, subject to applicable law. For additional information about your prepaid card, please see the full terms and conditions enclosed in your card carrier.
Q: What do you mean by a $300 value prepaid card? How is the card denominated?
A: The Card is point based with 1 point = $1 in purchasing power. Terms and conditions apply. Please see your card carrier for details.
Q: I enrolled in this offer, but would like to reinstate my account? Can you assist?
A: Let me direct you to the appropriate person who can assist you submitting that request. (CCP: Connect the Cardmember with an existing Customer Service CCP)
Q: I am a Blue from American Express® Cardmember or Optima® Cardmember. What happens to my Membership Rewards Express® points now that my account is cancelled?
A: Any points accrued in your Membership Rewards Express® program will be forfeited upon account cancellation. See Membership Rewards Express® program details for full terms and conditions.
Q: I am a Blue Cash from American Express® Cardmember. What happens to my rebate now that my account is cancelled?
A: You will forfeit your entire Rebate for the Rebate Year if your account is cancelled before the Rebate posts to your account. See your Cardmember Agreement for full details.
Q: I received the offer for the prepaid card, but I would like a statement credit instead?
A: We apologize, but your account qualifies for a $300 value prepaid card, and we cannot offer you any other incentives at this time.
Q: I took advantage of the offer you sent me, but received a letter saying that my account was cancelled by American Express/for a credit reason. Why?
A: Let me direct you to the appropriate person to discuss this with you. (CCP: Dial-transfer CM to RLA team).
Q: If my account was cancelled prior to enrolling in this offer, can I still enroll?
A: We apologize, but you are not eligible to receive the $300 value prepaid card if your account was cancelled by American Express prior to enrolling in this offer.
Q: I enrolled in the offer, but subsequently received notification that my account was cancelled by American Express for credit reasons. Am I still eligible for the prepaid card if I pay down my balance?
A: Yes, as long as your balance is paid down, you will be eligible to receive the $300 value prepaid card.
Q: What does the footnote regarding taxable income mean?
A: Any income provided by American Express may be considered taxable income to you. Please check with your personal tax advisor with any questions regarding tax implications.

PREVIOUSLY: AmEx Pays Some $300 To Zero Their Balance And Leave

[via creditcardforum.com]

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