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  • microblogger 1 post

    Anyone else experienced Amex’s wonderful customer service in regards to a credit check on a platinum card.

    Been a member for 10 years, took out the Platinum card 9 months ago, this morning they decided to freeze it so they could check my salary details. They also helpfully sent an email which referenced a previously cancelled card which looked like a phishing scam.

    I can understand when you take the card out, but 9 months in and additionally freezing the card. It’s a lesson in abysmal customer service. What’s the best way to formally complain?

    HfP Staff
    2,201 posts

    Details are in the card T&C, which you can download from the application website if you’ve mislaid the original.

    JDB 4,360 posts

    @microblogger – before making a formal complaint, it’s worth considering what you are actually complaining about if you wish to receive any remedy.

    Amex is obliged by its conduct and prudential regulators to review your account periodically and they carry out regular trawls of all sorts of data which can give rise to questions on individual accounts. These include systems like National Hunter, so for instance if you have made a more recent application for any product with different details, that would get flagged.

    Amex is also entitled to suspend or freeze your account at will. You agree to all this when taking out the card, although Amex can’t treat you unfairly which is your only hope, but you need something more specific than general annoyance. Amex would get quite a lot of leeway when carrying out its regulatory obligations.

    zapato1060 628 posts

    @microblogger Just out of curiosity, how much monthly were you running through it?

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