American Express Complaint - Amex just chased me away and I spend $70K a year on a personal card
I've been an Amex customer for over 15 years and spend about $70,000 a year on a personal card. My bill gets paid on time every month. I recently booked a 3 night stay at Treasure Island Resort. The Amex reservation clearly stated that I would receive a $50 credit that could be used to pay a number of hotel charges, including TI's Resort Fee. Unfortunately, the hotel would not honor the credit for Resort Fees. Amex admitted that they made the offer before the dates authorized by TI. No big deal right? Amex should simply issue me, a great long term customer, a $50 credit. Well, that's not right. I spent 30 minutes on my original phone call to customer service. They couldn't issue the credit because the charge hadn't posted yet. They said I would have to email the request in later, which I did. Bill comes, no credit. So I call customer service again. They won't issue the credit, even though there are notes all over the account that say it is owed to me, and my bill reflects that I incurred the charge. They wanted me to make physical copies of the hotel bill and Amex reservation (which ironically they sent to me) and physically mail them in to their corporate office. Finally, I spoke with a supervisor that told me, "think if 50,000 Amex customers requested credits of $50 with no verification or paperwork." Are they kidding? This is the first of this sort of credit I've ever requested. I spend a ton of money on their cards, each purchase generating merchant revenue for Amex. The original customer service representative actually spoke to the supervisor at TI and confirmed that they were not honoring the credit and that I would be charged. The charge appeared on my bill. And somehow they need more documentation... as if there is some remote chance that I'm pulling a scam... for $50... on a $70,000 a year account. Finally, when the supervisor realized he was a bit outmatched in the debate, he agreed to issue the credit. All that bs for a simple $50 credit. It's amazing they still have any customers.
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