New Amex statement credits

[Daver6]

my line tends to be “just so you know, this conversation will be used as the ‘formal complaint’ requirement for my AFCA submission”

Sadly that makes no difference to them. During my issues I said just that with respect the phone conversations. I then requested a copy and transcript which they said they would provide, but didn't. I included that fact in my AFCA complaint as well.

 

[DejaBrew]

Guess $200 (in one or more transactions) / 20%
Wine Direct $250 / $75

 

[serfty]

Qatar Airways 2000 / 200

]
Which card? Not on any of mine (plat charge, plat reserve or QF Amex)

got an email but no go ...

---

 

[Cynicor]

Sadly that makes no difference to them. During my issues I said just that with respect the phone conversations. I then requested a copy and transcript which they said they would provide, but didn't. I included that fact in my AFCA complaint as well.

You use it in the live chat, and it gives you a transcript, so you can provide it to AFCA. It’s not so much that it makes a difference, as they have no good pathway for formal complaints (they provide a fax number only…)

 

[Daver6]

You use it in the live chat, and it gives you a transcript, so you can provide it to AFCA. It’s not so much that it makes a difference, as they have no good pathway for formal complaints (they provide a fax number only…)

When I was having an issue they told me they have a "customer service" team. When I asked to speak to this team they said they don't speak directly to customers

 

[Cynicor]

That’s definitely some fawlty towers level service

 

[SydneySwan]

When I was having an issue they told me they have a "customer service" team. When I asked to speak to this team they said they don't speak directly to customers

I understand that is best practice these days.

 

[burmans]

my line tends to be “just so you know, this conversation will be used as the ‘formal complaint’ requirement for my AFCA submission”

They hate referrals to the relevant ombudsman because they are charged for them, I’ve always found escalation (or threat to) to external dispute resolution bodies far more effective than internal.

 

[Daver6]

They hate referrals to the relevant ombudsman because they are charged for them, I’ve always found escalation (or threat to) to external dispute resolution bodies far more effective than internal.

My experience has been the total opposite. With my complaint (they basically denied I was owed anything) the first thing they said was if I'm not happy that I should refer it to AFCA. Repeatedly I said I'd rather resolve this quickly and directly (and that it would cost them more) then didn't budge. Went to AFCA and Amex capitulated quickly. Paid me the $150 I was owed and coughed up over $1.1k to AFCA.

 

[Cynicor]

My experience has been the total opposite. With my complaint (they basically denied I was owed anything) the first thing they said was if I'm not happy that I should refer it to AFCA. Repeatedly I said I'd rather resolve this quickly and directly (and that it would cost them more) then didn't budge. Went to AFCA and Amex capitulated quickly. Paid me the $150 I was owed and coughed up over $1.1k to AFCA.

I suspect it’s because you(us) generally can’t get past front level pleb-in-training. They have no authority and so won’t do anything for you, even if they wanted to.
But once you hit afca it costs real money.

 

[burmans]

My experience has been the total opposite. With my complaint (they basically denied I was owed anything) the first thing they said was if I'm not happy that I should refer it to AFCA. Repeatedly I said I'd rather resolve this quickly and directly (and that it would cost them more) then didn't budge. Went to AFCA and Amex capitulated quickly. Paid me the $150 I was owed and coughed up over $1.1k to AFCA.

I should have noted I always make any threat to escalate to EDR in writing (usually email these days). Aside from the fact that I can’t be bothered with hold time then talking to someone who may not be well trained and has limited power to do anything, email seems to get to the right person.

 

[Daver6]

I should have noted I always make any threat to escalate to EDR in writing (usually email these days). Aside from the fact that I can’t be bothered with hold time then talking to someone who may not be well trained and has limited power to do anything, email seems to get to the right person.

What email address are you using?

 

[lovestotravel]

I suspect it’s because you(us) generally can’t get past front level pleb-in-training. They have no authority and so won’t do anything for you, even if they wanted to.
But once you hit afca it costs real money.

When I hit any roadblocks with a financial institution, I ask for a complaint to be raised and state clearly what I want for an outcome.

My recent one with CBA "Who is AFCA" was the response when I mentioned it....

The complaint wasn't managed correctly (I never heard anything) so I then lodged an AFCA complaint and ended up with what I wanted plus $500 in goodwill as a credit to my bank account..