Like any good reader would know, when you get the American Express Platinum card, while paying a $699 annual fee, you get a $200 travel credit per calendar year. That means if you get the card a couple weeks before January 1, you will get two $200 credits for your first annual fee. Further, if you cancel your card within a month of the next annual fee posting, it is Amex’s longstanding policy to give you a full refund.
In my first year fee, I used both travel credits. Within a couple days of my year two annual fee posting, I contacted Amex to cancel the card and refund the fee.
Eventually, I only got a refund of $499, not the full $699 I’m due. So I called Amex. First agent said that Amex is holding the $200 fee because I used two annual travel credits. Well yeah, I have, as a contractual right, the ability to use both annual (CALENDER) credits in year one, without affecting anything in year two. No dice. So I spoke with a supervisor. He, very rudely, stated that it’s Amex’s policy. Again, I explained to him that me taking advantage of my benefits for the year one annual fee cannot affect my right to a refund (both stated in policy and arguably in law). His response? “Well sue us”. What. The. Hell. Not only was his decision against common sense and contractual obligations, but it was beyond one of the rudest customer service interactions I’ve ever had.
I’m really disappointed. I’ve always talked about how awesome Amex is. Unfortunately, here, they’ve failed miserably.
I’m starting the formal dispute resolution process now, and if I don’t get a positive outcome soon, I will proceed to arbitration (which, by the way, is your right to engage regardless as to whether you follow the formal dispute process… Oh, and Amex has to pay for it, even if you lose).
Hey, Amex, get your frickin’ act together. You know what you did was wrong, your customer service was atrocious, and now it’s gonna just drag out through a long and expensive process. Any Amex reps reading this? If you want to make it right, feel free to send me an email (firstname.lastname@example.org).