If you're not a diamond card member or 7 stars member, don't even bother going to the Total Rewards Center. There are usually 4-5 lines for Total Rewards customer service. I am a platinum card member and on my 3 most recent visits I waited in line at the Total Rewards section for over a half hour to speak to a customer service agent. It wasn't because it was overly crowded, it was because all of the agents take care of diamond club and 7 star members before platinum or gold card members.

Yesterday I stood in line because there was NOBODY in customer service to take care of anyone that didn't hold diamond or 7 stars! The 7 stars and diamond club members trickled in...just enough to keep all of the agents busy...no line and our line got longer and longer. Finally a manager sauntered out from a back room to "help out". I was 2nd in line and still had to wait for her to tell the woman in front of me that she was unable to help her. I informed the "manager" that what they were doing was extremely discriminatory I can see them giving the higher card levels preference, but to have NO ONE to help the other people was just wrong!

I attempted to reach a supervisor and got a voice mail. I called today and sat on hold for over 45 minutes to speak with customer service. Someone finally picked up the phone and immediately hung up. It's a joke. They don't want to hear our feedback and if you haven't gambled enough to be a diamond member or 7 stars member, it's obvious that you don't matter to them.