10,000 bonus points per 20 transactions

[QF WP]

But first, for people like me, a complaint needs to be made to Amex first. This I will consider after tomorrow if my 5K points have not reached my account. so I'll wait until Friday's transactions have posted on Saturday, before beginning to pen my complaint.

Then, I will give them 21 days to respond to my grievance (the normal guidelines under Complaint Resolution Schemes with which I am familiar).

If they fail to respond, or I am unhappy with the resolution outcome, then mediation (using BFSO) would be acceptable to me.

 

[oz_mark]

• How to maximise destruction of loyalty and goodwill of your cardholder base (and engender a feeling of distrust by us feeling that to receive our expected bonus ponts, we have to bring actions like enforceable undertakings from government and consumer based bodies).

This is perhaps the greatest tragedy, and unfortunately common when a promo goes bad. Look at the posts on this board, and you can see that there is a marked movement of people from an attitude of 'Amex are good' to 'Amex are bad' to 'Amex are very very bad'.

If the points are not forthcoming for September, there will be a letter hitting the Amex letterbox!

(and given that after my previous problems, there was a promise of some compensation for my inconvenience that has not been forthcoming, you can imagine which pigeon hole I have them in!)

 

[file51]

Then, I will give them 21 days to respond to my grievance (the normal guidelines under Complaint Resolution Schemes with which I am familiar).

BFSO & ACCC actually now suggest 14 days in which a response should be due (on the ACCC website under how to complain)

 

[colcha]

But first, for people like me, a complaint needs to be made to Amex first. This I will consider after tomorrow if my 5K points have not reached my account. so I'll wait until Friday's transactions have posted on Saturday, before beginning to pen my complaint.

Then, I will give them 21 days to respond to my grievance (the normal guidelines under Complaint Resolution Schemes with which I am familiar).

If they fail to respond, or I am unhappy with the resolution outcome, then mediation (using BFSO) would be acceptable to me.

By way of update, the BFSO advised me to call Amex's "Executive Office" on (02) 9271 4767 to have the matter escalated.

Following that subsequent phone call, Amex have undertaken to escalate the complaint internally and provide me with a written decision within 15 days. If I am not satisfied with the decision, I can then refer the matter back to the BFSO for determination.

I believe that it is still worthwhile complaining to the BFSO at the first instance so that they can put additional pressure on Amex to do the right thing without having to go through the whole internal esclation process.

 

[simongr]

I believe that it is still worthwhile complaining to the BFSO at the first instance so that they can put additional pressure on Amex to do the right thing without having to go through the whole internal esclation process.

The first question almost in the online dispute form asks whether you have tried to resolve this with the company. They also say that you must do this first. Lodging a complaint without asking Amex for a resolution will likely be a waste of your time and awaste of the BFSO's time - which in turn could slow down the processing of other disputes.

 

[nlagalle]

The first question almost in the online dispute form asks whether you have tried to resolve this with the company. They also say that you must do this first. Lodging a complaint without asking Amex for a resolution will likely be a waste of your time and awaste of the BFSO's time - which in turn could slow down the processing of other disputes.

I'd just like them to return my call!

 

[simongr]

Just send a complaint by registered mail. Then wait two weeks and complain to teh BFSO. Easy and effective we hope.

 

[JohnK]

called today - she said that people who were not on the original eligibility list (i.e. without original postcard) HAVE BEEN moved to MYBONUS (10t/5k, uncapped) as of 1 October. She said this decision was made on 27 Nov.

My situation is almost the same as yours but I was moved on to the 10T/5K promotion uncapped well before 27 November.

Just another delay to p*ss off loyal customers.

I think this would not be the highest priority to Amex right now who are seeing their MR points liability increasing exponentially as a result of this promotion....

 

[Masonic Phantom]

BFSO & ACCC actually now suggest 14 days in which a response should be due (on the ACCC website under how to complain)

Hi,
Would it be possible to have the websites of BFSO + ACCC posted
on this thread :shock:..... just in case we need them for later action which
I hope we can all avoid

Thanks M.P.

 

[lovestotravel]

Hi,
Would it be possible to have the websites of BFSO + ACCC posted
on this thread :shock:..... just in case we need them for later action which
I hope we can all avoid

Thanks M.P.

It is really that hard to Google ?

First result for both BFSO & ACCC is the correct website

I am just going to find my spoon, I need to feed the baby!

 

[hairykewell]

I stated previously that I called on Sunday and wasn't told anything about being on a 10t/5k bonus. I was told I was on MYREWARDS and uncapped. I won't be making a call again because I guess I could use that call if they try to screw me. There is an attachment in this thread that shows they advertised the promotion on their website, so how can they say they're pulling people of the promotion that weren't initially invited??

Also I think that this thread should be closed and a moderator start a new thread with the first post being a summary of major developments. That way people don't miss what is happening if they haven't read the thread in a while. Just a thought.

 

[simongr]

The same problem will occur with a new thread apart for people joining late and wanting a full update. If you don't check this thread for a few days that is no different to checking a new thread.

We have discussed a wiki to summarise info but no-one has yet volunteered to set it up.

 

[Masonic Phantom]

It is really that hard to Google ?

First result for both BFSO & ACCC is the correct website

I am just going to find my spoon, I need to feed the baby!

Thanks for your advice,have done.

M.P.

 

[QF WP]

Also I think that this thread should be closed and a moderator start a new thread with the first post being a summary of major developments. That way people don't miss what is happening if they haven't read the thread in a while. Just a thought.

That idea was canvassed with me by a member a couple of weeks ago, however the time (and inclination) needed are probably the determining factors. Would it really make that much of a difference? Being that the same group of members posting here will be posting there, that thread would probably just become the "son-of-sam". There are certainly very few "new" people coming into the thread now and most who are posting have been doing so from the start, thus have read and are aware of the major "event posts" that have happened.

It doesn't need a Moderator to open the thread, all it needs is for somebody to have the time to go back to the beginning of this thread and elicit the relevant information from the posts. Are you offering, hairykewell? Unfortunately, I don't have the time given my business and personal commitments.

An idea about starting a Wiki page was also canvassed but seemed to die a natural death.

 

[hairykewell]

It doesn't need a Moderator to open the thread, all it needs is for somebody to have the time to go back to the beginning of this thread and elicit the relevant information from the posts. Are you offering, hairykewell? Unfortunately, I don't have the time given my business and personal commitments.

Unfortunately I haven't been following the thread every day and I also don't have the time to do this but I just believe the first post is obviously the easiest to find and can provide updates and major happenings. Anyway just a thought and appreciate your efforts this is a great forum!

 

[vet]

Re a post asking about Amex seeing its liability expanding, businessday.com (1/11/09) mentioned Amex's report to the US SEC said Amex was cutting promotion costs.

According to a superviser in MR, the President of Membership Rewards and his staff are reviewing matters sent in by the Ombudsman to Executive Customer Services. Maybe the FOS ombudsman should be involved sooner than later as an independent body.

If it helps, the call centre said they don't enough about the finer points of these promotions (so why are they giving advice?) and put me onto MRewards. He says those who multi-enrolled were being put on the mid tier rate of 10t/5k. MR denied that 'single enrollers in 5k/5t' were being put on the mid tier 10t/5000 points rate. Go figure what's going on in there.

 

[vet]

It looks like Amex's actions will be scrutinised by the BFSO. I just got off the phone with a case officer at the BFSO who advised me that a circular had been sent to case officers earlier today advising them that the BFSO:

a) had received numerous complaints about the MyRewards promotion; and
b) would be investigating Amex's actions.

If you have a grievance and have yet to complain to the BFSO, I would strongly encourage you to do so as this will put further pressure upon Amex to do the right thing.

As far as I am concerned, the time for sitting on the sidelines whilst Amex tries to wiggle its way out of its promises is over.

5 case officers so far are comparing notes.

The BFSO asked me to add a new loss and damage claim: possibilities I believe include a) surcharges on phone bills and at shops, b) items bought on amex stores at higher prices, c) costs incurred in reliance of representations that one was on 5/5k or whatever, and d) (says the BFSO) anything bought that wasn't really needed.

Amex has more to lose by being 'tough' if regulators find Amex breached provisions. There are penal sections allowing people to claim loss and damage if Amex contravened a number of laws regulated by the ACCC, ASIC and others. Is the MR section going to 'please explain' to Amex HQ who a molehill turned into Mt St Helens?

 

[Rambo]

My situation is almost the same as yours but I was moved on to the 10T/5K promotion uncapped well before 27 November.

Is anyone receiving points on the 5T/5K uncapped promotion?

I should be getting 5T/5K but have been getting 10T/5K since November 1.

 

[simongr]

The BFSO asked me to add a new loss and damage claim: possibilities I believe include a) surcharges on phone bills and at shops, b) items bought on amex stores at higher prices, c) costs incurred in reliance of representations that one was on 5/5k or whatever, and d) (says the BFSO) anything bought that wasn't really needed.

My initial reaction to this was that Amex shouldnt be liable if people wasted their own money, but I guess the argument is that you spent that money in the expectation of a bonus award... very tricky I feel.

According to a superviser in MR, the President of Membership Rewards and his staff are reviewing matters sent in by the Ombudsman to Executive Customer Services. Maybe the FOS ombudsman should be involved sooner than later as an independent body.

I thought you said the Ombudsman was involved? They should not get involved until people have complained to Amex and not had a satisfactory response. How many times do I have to repeat back the mantra from the Ombudsman before people listen????

 

[lovestotravel]

My initial reaction to this was that Amex shouldnt be liable if people wasted their own money, but I guess the argument is that you spent that money in the expectation of a bonus award... very tricky I feel.

That is always in the back of my mind, as my spending has gone up by a few thousands $ a month since September.

I have now received a substantial amount of points which offsets this increased spend, but I could always be POCed again I guess!