Reduced AMEX earn rates from April 2019

[WeeWillyWonka]

Transferred points to KF on 3/4 but unfortunately had an incorrect KF number registered with Amex. Amex tell me they "bounced" on 5/4, so 5 days later, they sent me a letter to advise me of this. The letter arrived on 16/4. I am now having an argument with them based on the fact that if they advised me a) promptly and b) via email, I would have been able to make the appropriate corrections. They initially denied my request but I'm having another go.

Yes, I should have checked the number and also checked that the transfer had gone through, but I don't think that excuses their slowly, slowly approach.

There is no reason why AMEX should honour this when you provided the incorrect KF number in the first place. It appears that AMEX took reasonable action to advise you (on 5/4) considering the magnitude of the issue (low), time to reconcile your account (probably with KF), generate the letter, send it out and finally reach you (within 6 business days) - this is not unreasonable.

 

[codash1099]

There is no reason why AMEX should honour this when you provided the incorrect KF number in the first place. It appears that AMEX took reasonable action to advise you (on 5/4) considering the magnitude of the issue (low), time to reconcile your account (probably with KF), generate the letter, send it out and finally reach you (within 6 business days) - this is not unreasonable.

If you read my post, you'll see that the transfer was rejected by KF on 5/4. The letter did not get to me until 16/4. In my book, especially considering the impending change, it is unreasonable.

 

[WeeWillyWonka]

If you read my post, you'll see that the transfer was rejected by KF on 5/4. The letter did not get to me until 16/4. In my book, especially considering the impending change, it is unreasonable.

System/custom letters don't always generate on the day the issue was identified, if that's what your suggesting.

Your argument that AMEX was too slow to notify you of something that was your error in the first place seems thin. Sure, it happened at a critical time with the devaluation but don't see how you have much of a case except plead as the disgruntled customer.

 

[pauly7]

Well some potentially disturbing news. My boss who got the doubling letter, called up and asked the date of the doubling like others have on here.

Was told ‘Sorry Sir your account doesn’t seem to be marked for doubling anymore’.... you can imagine the conversation that transpired then. Thankfully he has the printed letter to fall back on. Amex have requested the letter to be sent to them!

So might pay for those who think they have doubling to double check that the ‘right box’ is ticked!

 

[SOPOOR]

Well some potentially disturbing news. My boss who got the doubling letter, called up and asked the date of the doubling like others have on here.

Was told ‘Sorry Sir your account doesn’t seem to be marked for doubling anymore’.... you can imagine the conversation that transpired then. Thankfully he has the printed letter to fall back on. Amex have requested the letter to be sent to them!

So might pay for those who think they have doubling to double check that the ‘right box’ is ticked!

Wait a minute, if they seriously dont know whether a letter was sent out or not, then its open market for people to photo shop one and demand a doubling

Surely amex arent that disorganised

 

[N860CR]

I would say they probably are. The hand in India/Philippines has no idea what the hand in Australia is doing. I’ve had them call me and leave a message on my voicemail asking me to call back, when when I do nobody has a clue what they wanted!

 

[DC3]

Well some potentially disturbing news. My boss who got the doubling letter, called up and asked the date of the doubling like others have on here.

Was told ‘Sorry Sir your account doesn’t seem to be marked for doubling anymore’....

Wait a minute, if they seriously dont know whether a letter was sent out or not, then its open market for people to photo shop one and demand a doubling

Surely amex arent that disorganised

I'm thinking of a certain overseas Call Centre. Very polite Customer Service Agents but very inconsistent, and frustrating.

 

[SOPOOR]

I'm thinking of a certain overseas Call Centre. Very polite Customer Service Agents but very inconsistent, and frustrating.

Yeah, be interesting where they ask you to send the letter to

India, Philippines, Australia.

I reckon the chances of them locating the posted letter is one in a trillion

 

[Foreigner]

In early April i discussed 2x points over phone. The amex agent (from Philippines) was having difficulty understanding my enquiry but several minutes after my call she called back to confirm i would get double points by mid-June

 

[N860CR]

Just cancelled Edge & Explorer. Nothing offered to retain.

 

[N860CR]

Just cancelled Edge & Explorer. Nothing offered to retain.

Forgot to add as well... I cancelled out of hours so got the Philippines. The woman made a bit of an odd statement when I said I was calling to cancel. “Just so you know, it’s an Australian government requirement that when a customer calls to cancel their card, we have to cancel it”.

Bit of a backwards way of saying “we’re not offering retainment bonuses anymore” I would assume.

 

[DC3]

Forgot to add as well... I cancelled out of hours so got the Philippines. The woman made a bit of an odd statement when I said I was calling to cancel. “Just so you know, it’s an Australian government requirement that when a customer calls to cancel their card, we have to cancel it”.

Bit of a backwards way of saying “we’re not offering retainment bonuses anymore” I would assume.

...and I also got the bit about "… due to Australian Government law (yes, law)…".

For credit cards, just cancel, then ask if there is an offer during the same call and before you hang up. They can then tell you if there is an offer. If there is, then you can accept and get them to re-activate on the spot.

However, if it's the Charge card, the CSO has advised me that they can view any offers, without the cancellation routine.

Pretty much time-wasting for most, as reports of offers are few.

 

[potm]

Forgot to add as well... I cancelled out of hours so got the Philippines. The woman made a bit of an odd statement when I said I was calling to cancel. “Just so you know, it’s an Australian government requirement that when a customer calls to cancel their card, we have to cancel it”.

Bit of a backwards way of saying “we’re not offering retainment bonuses anymore” I would assume.

It’s exactly as she said, the law requires them to cancel your account when asked now.

 

[SOPOOR]

Forgot to add as well... I cancelled out of hours so got the Philippines. The woman made a bit of an odd statement when I said I was calling to cancel. “Just so you know, it’s an Australian government requirement that when a customer calls to cancel their card, we have to cancel it”.

Bit of a backwards way of saying “we’re not offering retainment bonuses anymore” I would assume.

I always take what they say with a grain of salt and call back three times to double check.
But that has been my experience.

I think i got 5k When i did the cancel and reinstate.


The second amex, i wasnt eligible for anything

 

[DC3]

It’s exactly as she said, the law requires them to cancel your account when asked now.

They're messing with us. Even when I rang to enquire about any bonus incentives to renew for another 12 months (not cancellation), I was told that I had to cancel first as it's "...the law …", exception being for the Charge card.

 

[burmans]

Forgot to add as well... I cancelled out of hours so got the Philippines. The woman made a bit of an odd statement when I said I was calling to cancel. “Just so you know, it’s an Australian government requirement that when a customer calls to cancel their card, we have to cancel it”.

Bit of a backwards way of saying “we’re not offering retainment bonuses anymore” I would assume.

Not quite, the law requires them to cancel if you say you want to cancel, and that is indeed the real reason they are doing this, not because they no longer want to offer retentions/incentives. While I have yet to try myself, I've heard the suggestion that a script similar to this might work "I'm considering closing my account as while I like this card there are some other attractive cards out there, can you offer any incentives for me to keep my card". It's a more subtle conversation than the previous (and may be too subtle for your average CSR) but indications are that this may work.

 

[33kft]

Not quite, the law requires them to cancel if you say you want to cancel, and that is indeed the real reason they are doing this, not because they no longer want to offer retentions/incentives. While I have yet to try myself, I've heard the suggestion that a script similar to this might work "I'm considering closing my account as while I like this card there are some other attractive cards out there, can you offer any incentives for me to keep my card". It's a more subtle conversation than the previous (and may be too subtle for your average CSR) but indications are that this may work.

Even this is a bit too direct.... drop the cancellation word out of the script - this is what is causing everyone their grief, because mentioning cancellation is what triggers the legislation which states that they cannot attempt redemption offers to entice someone from cancelling their account. Try something like "I am reviewing my cards to determine which give me the greatest value" or similar.

 

[SOPOOR]

Even this is a bit too direct.... drop the cancellation word out of the script - this is what is causing everyone their grief, because mentioning cancellation is what triggers the legislation which states that they cannot attempt redemption offers to entice someone from cancelling their account. Try something like "I am reviewing my cards to determine which give me the greatest value" or similar.

yep, ive done the whole cancel or maybe cancel or threaten to cancel speech to them

once the word cancel or close is mentioned, they just start the cancellation process,]]
as long as you dont use those words or in effect, they will keep on talkign to you

 

[burmans]

Even this is a bit too direct.... drop the cancellation word out of the script - this is what is causing everyone their grief, because mentioning cancellation is what triggers the legislation which states that they cannot attempt redemption offers to entice someone from cancelling their account. Try something like "I am reviewing my cards to determine which give me the greatest value" or similar.

Thanks, good advice.

 

[daft009]

My spend seems to have dropped by 85-90%. Also because I prepaid quite a bit I'm sure