Amex customer service is lamentable

[Aston100]

RYX wrote:

Any advice where I could provide feedback / file a complaint regarding the chat experience? Is a letter my best option here?

Ring the number on the back of your card.
Say “complaint” when the bot asks why you’re calling them.
It usually goes to Brighton (in my experience).
Someone will be able to take the details and log a complaint for you.
You may even benefit from some points as a goodwill gesture once the investigation is complete.

[SeanG]

RYX wrote:

Has anyone else experienced the issue with chat agents increasingly providing inaccurate/false information on the chat? Recent issues I’ve encountered included an agent trying to deny a Hilton hotel was on the list of cashback promotion despite showing on the PDF (Brighton call centre confirmed it was in fact on the list), saying that a transaction was made online and thus ineligible (was done in person, I had paper receipts), providing inaccurate list of airline partners I could transfer MR points to (Malaysia Airlines) etc. The Amex Offers programme was a big draw to the card for me and used to work quite smoothly, however these days it seems to require a lot of time and chasing in order to get them to work.

Any advice where I could provide feedback / file a complaint regarding the chat experience? Is a letter my best option here?

I’ve had a similar issue.
Asked on chat last month whether I would get an IHG cashback offer if I booked through The Hotel Collection. I was told that I would.

30 days later and no statement credit received so I asked on the chat and was told that I wouldn’t get cashback as I didn’t book direct with IHG.

I asked to raise it as a formal complaint but the chat person said the complaint response would be the same as he has just said.

I had to ask again to raise it to a complaint.

[NorthernLass]

It’s normally how you pay that counts, not who you book through (e.g. you get the credits on Emyr bookings). Did you pay at check out? I can’t see that Amex would even know who you booked through if so.

I had an IHG stay a couple of weeks ago booked through Emyr, paid over 2 cards at check out and got 2 x £75 statement credits within 48 hours. Done this many times.