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Does Amex have an email for their complaints department? I have found their mailing address. They are refusing to honour a dining credit so I wish to escalate.
Does Amex have an email for their complaints department? I have found their mailing address. They are refusing to honour a dining credit so I wish to escalate.
Just call them and tell them you are making a formal complaint. They can also do it via chat.
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
Yes, but where? Did you check it was on the list at the time you dined? Also had you opted in?
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
Yes, but where? Did you check it was on the list at the time you dined? Also had you opted in?
The way I read Op’s complaint is that they have followed all of the steps and Amex is actively refusing to pay the credit, as in, Op has approached them and Amex has said no.
Op, when you next get hold of Amex CS, tell them you want to upload some documents as part of your complaint.
They should provide a mechanism for you to do this and you can upload your PDF complaint letter and any proof that the restaurant was being advertised etc.
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
Yes, but where? Did you check it was on the list at the time you dined? Also had you opted in?
The way I read Op’s complaint is that they have followed all of the steps and Amex is actively refusing to pay the credit, as in, Op has approached them and Amex has said no.
Op, when you next get hold of Amex CS, tell them you want to upload some documents as part of your complaint.
They should provide a mechanism for you to do this and you can upload your PDF complaint letter and any proof that the restaurant was being advertised etc.
Why would that happen?
Update: It turns out formal complaints must be done through writing. Apparently, my complaint request via chat several weeks ago is an internal escalation not a complaint. Ho hum. Let’s see what they come back with.
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
Yes, but where? Did you check it was on the list at the time you dined? Also had you opted in?
The way I read Op’s complaint is that they have followed all of the steps and Amex is actively refusing to pay the credit, as in, Op has approached them and Amex has said no.
Op, when you next get hold of Amex CS, tell them you want to upload some documents as part of your complaint.
They should provide a mechanism for you to do this and you can upload your PDF complaint letter and any proof that the restaurant was being advertised etc.
Update: I’ve given up chasing this through CS. It’s stuck in some internal blackhole when they keep saying they have escalated it to the responsible team but can’t given a timeframe for resolution. It turns out formal complaints must be done through writing so I have now submitted it formally with 3 months of evidential back and forth with their agents.
CS can act on your behalf as long as you explicitly request to file a complaint. You will receive an email confirmation, and it may take some time to get their final decision letter via email. If you’re dissatisfied with the outcome, you will have the opportunity to escalate the matter to the Financial Ombudsman Service at that point.
As a matter of interest when was the meal? They have refused to pay out on my international one citing that it can take 150 days as per terms and conditions. Very frustrating but am now just 20 days from the end of that period
2nd Nov. I am complaining because they are refusing to pay the credit.
Yes, but where? Did you check it was on the list at the time you dined? Also had you opted in?
The way I read Op’s complaint is that they have followed all of the steps and Amex is actively refusing to pay the credit, as in, Op has approached them and Amex has said no.
Op, when you next get hold of Amex CS, tell them you want to upload some documents as part of your complaint.
They should provide a mechanism for you to do this and you can upload your PDF complaint letter and any proof that the restaurant was being advertised etc.
Update: I’ve given up chasing this through CS. It’s stuck in some internal blackhole when they keep saying they have escalated it to the responsible team but can’t given a timeframe for resolution. It turns out formal complaints must be done through writing so I have now submitted it formally with 3 months of evidential back and forth with their agents.
Update – I escalated it to the financial ombudsman. They upheld my grievance and Amex are now going to pay me £150 for the dining offer plus another £100 for the terrible customer service throughout this complaint.
Out of curiosity what was the reason. Was it a restaurant that was initially on the Amex dining list then removed in between you visiting?
Presume you enrolled into the offer and used the primary account card, not a supplementary one?
I feel there is so much here we don’t know about.
Glad the OP got a positive outcome.Long story short. I dined at a valid restaurant, paid with my card but Amex refused to honour the credit because the restaurant used a payment aggregator unbeknownst to me. The point is I as the consumer was not given the choice to not use it.
For what it’s worth, in case this is useful to someone else in future, I work for a bank and it’s absolutely not the case that complaints need to be made in writing. FCA rules on this are quite clear and if you were told you need to submit a complaint in writing then you were misinformed. Even using the word ‘complaint’ on a call to CS should be enough for them to invoke their complaints process.
Long story short. I dined at a valid restaurant, paid with my card but Amex refused to honour the credit because the restaurant used a payment aggregator unbeknownst to me. The point is I as the consumer was not given the choice to not use it.
But which restaurant?
Why not help your fellow posters out so that we don’t make the same mistakes? 🙂
+1. I have a dining credit to use up before end of June so would be useful to know which restaurant should be avoided.
Recent dining credit in Toronto didn’t appear. I queried via chat in the app and was told restaurant wasn’t included, but I pointed out it was listed on their website live at the time of the chat, and agent said this was odd, seemed to be on “both lists” although I find it hard to believe they have a list of every ineligible restaurant!
Anyway, still waiting for the credit, and asked them not to debit the charge until dispute resolved but suspect they will ignore that request.
Still don’t understand how they can deny a restaurant that’s on the list, when it’s named as such on the transaction.
@Fraser which restaurant was it as we are heading to Toronto next month. Thanks.
For what it’s worth, in case this is useful to someone else in future, I work for a bank and it’s absolutely not the case that complaints need to be made in writing. FCA rules on this are quite clear and if you were told you need to submit a complaint in writing then you were misinformed. Even using the word ‘complaint’ on a call to CS should be enough for them to invoke their complaints process.
I agree but my complaint made through the Amex app was not getting anywhere over 4 months and it was obvious it was stuck in a process rat’s nest in an offshore BPO. I had to change tack. I sent a letter in writing to their Brighton complaints dept. I find a physical letter is harder to ignore when it lands on someone’s desk.
Long story short. I dined at a valid restaurant, paid with my card but Amex refused to honour the credit because the restaurant used a payment aggregator unbeknownst to me. The point is I as the consumer was not given the choice to not use it.
But which restaurant?
Why not help your fellow posters out so that we don’t make the same mistakes? 🙂
Sorry, it was The Wolseley in London, UK.
I also had an issue there – they direct you to pay via a QR code at the table rather than bringing over a traditional PDQ machine
So surely anyone using this in future can/should insist on using the traditional PDQ machine (without giving the reason why).
Does the restaurant have the right to refuse and force you to use this qr code?
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