Amex "I'm going to cancel my card" - bonus points given thread.

[DC3]

Data point :
No need to wait for 2 weeks , my fee wasn't due until Feb 2021 , just call up today and really firm about cancelling the card even they said i could wait until Feb 2021 and call back . Got transfer to 2nd person who taking care of cancelling got offer 200K right away worth $1,000 as he say you can get a gift card or something to offset the annual fee .

Keep an eye on your account to make sure that the points have actually posted. I received an offer a couple of years back, and when they hadn’t shown up after some weeks, I had to call again. The points should show within 24-48 hours, as it turned out.

 

[firstclasser]

I’ve called twice in the past week to attempt to receive a retention bonus for my platinum charge card, but I was declined both times. Not gonna bother attempting a third time. Still keeping the card though

 

[DC3]

I’ve called twice in the past week to attempt to receive a retention bonus for my platinum charge card, but I was declined both times ...

Computer said ‘No’

 

[knagelli]

Computer said ‘No’

I am wondering , do you mean to say that the Amex system flagged to the cancellation team not to provide retention bonus offer. Cheers

 

[DC3]

I am wondering , do you mean to say that the Amex system flagged to the cancellation team not to provide retention bonus offer. Cheers

In my past attempts at Amex Platinum Charge retention offers, some being successful and others not, my calls were picked-up in Manilla. It seemed to me that the information being provided was already indicated on their computer as the response was instantaneous. I got the impression that the Call Centre people were not decision makers, but just provided a robotic response, reading from the screen. They seemed to have no authority to make offers. However, others may have a different view on this.

I once asked "Did the computer say 'No' ", and it was confirmed as "Yes" (the computer said 'No'). After that, I ended up cancelling the card anyway, as I could see no real benefit in continuing to hold it. This was about 12 months after the devaluation.

There is a report or two about escalation with a good result, but whether that was due to incompetence/mis-understanding during the initial response, who knows?

Edited (to provide additional information)

 

[Plutonus]

My attempt today of the old 'cancel and re-activate' yielded the following response:

I am afraid as per the new regulation card once cancelled cannot be re activated.

 

[DC3]

My attempt today of the old 'cancel and re-activate' yielded the following response:

HUACA.

 

[33kft]

I think they have to be careful with their language there. I highly doubt the new regulations in Australia bar them from re-activating the card unless something changed very recently, and I don't think misquoting regulation is good for business. You could likely escalate for a review, I think the agent might just be having a bad day.

 

[SOPOOR]

I think they have to be careful with their language there. I highly doubt the new regulations in Australia bar them from re-activating the card unless something changed very recently, and I don't think misquoting regulation is good for business. You could likely escalate for a review, I think the agent might just be having a bad day.

I think misquoting regulation is the last thing on their minds given the amount of sheer incorrect and laughable things they say often

 

[DC3]

This sounds like the sort of language that I had to deal with when Manila answered the call, which seemed to be almost all of the time.

Although very polite, they seemed to have a script, and stuck to it. The frustrating part was that the answer was not always in relation to the question that was asked. I was never able to speak with a manager, being told that the matter would be referred to someone “out the back”.

On one occasion, a chap from Sydney who answered, advised that as a Platinum Charge card holder, I could ask Manila to put me through to Australia. The Australian Call Centre always gave me confidence that they knew what they were talking about.

 

[DC3]

My attempt today of the old 'cancel and re-activate' yielded the following response: ............

That response (from Manila) has been around for a couple of years. The card can be reactivated, but best to do it before hanging up. It’s probably just incompetence on the part of some (not all) in the Call Centre.

Edited shortly after, to add additional information

 

[benjy]

Called up to cancel Amex Edge account where Annual Fee was just posted. Was offered 200,000 points to keep the card open for another year.

Thank you very much, I shall accept.

For data point, I also have Amex Premium Credit Card (that I've had for last 3 years (bad churner!) which I have been using quite heavily, the Amex Edge I haven't been using much at all, and have only had for a year.

 

[DC3]

Called up to cancel Amex Edge account where Annual Fee was just posted. Was offered 200,000 points to keep the card open for another year ....

So, computer said ‘yes’. They may be starting to get a bit more desperate. At least you got a good offer, even after the devaluation.

Just make sure to monitor your account for the points crediting over the next couple of days.

 

[SOPOOR]

Called up to cancel Amex Edge account where Annual Fee was just posted. Was offered 200,000 points to keep the card open for another year.

Thank you very much, I shall accept.

For data point, I also have Amex Premium Credit Card (that I've had for last 3 years (bad churner!) which I have been using quite heavily, the Amex Edge I haven't been using much at all, and have only had for a year.

Platinum edge?

 

[knagelli]

Called up to cancel Amex Edge account where Annual Fee was just posted. Was offered 200,000 points to keep the card open for another year.

Thank you very much, I shall accept.

For data point, I also have Amex Premium Credit Card (that I've had for last 3 years (bad churner!) which I have been using quite heavily, the Amex Edge I haven't been using much at all, and have only had for a year.

Can I ask , for how long have you had the Edge account and was it the Manila call centre or Australian ? Cheers.

 

[benjy]

Had the Amex Platinum Edge for a year, annual fee just posted.
I spoke to a "Mack" , not 100% sure if Manila or Australia Based.
He tried to put me through to the cancellations team, but waited too long, so Mack processed the cancellation himself, before computer said yes, you can have 200,000 points to keep it open.
Interestingly, the card account is now showing as closed, so will monitor for the next 60 minutes to see if it pops back open

 

[SOPOOR]

Had the Amex Platinum Edge for a year, annual fee just posted.
I spoke to a "Mack" , not 100% sure if Manila or Australia Based.
He tried to put me through to the cancellations team, but waited too long, so Mack processed the cancellation himself, before computer said yes, you can have 200,000 points to keep it open.
Interestingly, the card account is now showing as closed, so will monitor for the next 60 minutes to see if it pops back open

Most people try for the retention offer before the annual fee is posted, so maybe the trick is to wait until the fee is posted

 

[benjy]

Interestingly, the card account is now showing as closed, so will monitor for the next 60 minutes to see if it pops back open

How's this for service. Mack just called me (from a Sydney number, so assuming Aussie call centre), advising rest assure, if you receive a letter or email saying your account is closed, please disregard, it's because we started to process the closure before reopening. And, also, the account showing as closed is to be expected, it'll reopen very shortly with the 200,000 points.

 

[lilkid28]

How's this for service. Mack just called me (from a Sydney number, so assuming Aussie call centre), advising rest assure, if you receive a letter or email saying your account is closed, please disregard, it's because we started to process the closure before reopening. And, also, the account showing as closed is to be expected, it'll reopen very shortly with the 200,000 points.

Do you still have points before the 'closure'? Can you update if it can remain in there/no need to redeem points before this 'closure'?

 

[benjy]

I only had less than a 500 points. The ability to redeem points is forfeited once your account is closed.