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Forums Payment cards American Express Dodgy AmEx at it, again

  • BBbetter 821 posts

    I would’ve referred myself

    🙈

    ChrisBCN 295 posts

    Why would I not be eligible if more than 2 years had passed?

    You need to make sure you are counting the start date of the two years correctly… It’s not when you last spent, it’s the date that amex say the account was closed.

    boppy 20 posts

    Can refer from business platinum Amex or my wife could’ve referred me.

    boppy 20 posts

    Why would I not be eligible if more than 2 years had passed?

    You need to make sure you are counting the start date of the two years correctly… It’s not when you last spent, it’s the date that amex say the account was closed.

    Amex confirmed my personal BAPP was cancelled 14th feb 2021.
    >30 months had passed so should’ve been eligible.

    aq.1988 491 posts

    If it’s been that long, then you should be entitled to a SUB, assuming you hit the spend requirement. Ensuring you clicked the correct link would only matter if they only gave 25k instead of 60k, not nothing at all.

    Just checking you have hit the spend requirement, as it was increased to £5k in 3 months for this offer, not the usual £3k? If so, when did you hit the spend requirement?

    boppy 20 posts

    lol.
    Amex have now admitted they gave me wrong information and I wasn’t eligible. 🤦‍♂️
    Offered 2000 Avios as compensation.
    Unless they offer me the full 60k it’ll be off to the financial ombudsman.

    NB: yeah I spent the £5k within the 3 months.

    ChrisBCN 295 posts

    Amex have now admitted they gave me wrong information and I wasn’t eligible

    That still doesn’t explain why you didn’t get the lower SUB. Did they say you are eligible for that when they admitted this?

    JDB 4,853 posts

    lol.
    Amex have now admitted they gave me wrong information and I wasn’t eligible. 🤦‍♂️
    Offered 2000 Avios as compensation.
    Unless they offer me the full 60k it’ll be off to the financial ombudsman.

    NB: yeah I spent the £5k within the 3 months.

    60,000 Avios would be a big payout for a customer service error which is what this ultimately is. You would be quite unlikely to win at the FOS; read some previous decisions on this. In essence, if you weren’t entitled to the SUB by virtue of having held a card within the previous 24 months, you weren’t entitled to that SUB and an error by a chat agent doesn’t alter that. People and firms are entitled to make errors as you both have.

    As a resolution, you would be better off asking Amex to reset your two year clock as otherwise you will most probably waste a lot of time only to get a few Avios by way of apology, but more importantly be set back a further two years for another SUB.

    Froggee 1,006 posts

    This is all a bit weird. Mrs Froggee signed up the day before the offer ended and got immediate acceptance but has no bonus tracker etc on her app. She was well clear of two years as cancelled her BAPP early during Covid when it was clear we wouldn’t be travelling for some time but she received a refund on the card and I wonder if that might mess up Amex’s systems as they kind of reinstate the account?

    It isn’t a disaster as we’re in it for the 241s more than the sign up bonus but equally 60,000 Avios would be handy.

    Please keep us posted how your complaint progresses and why Amex now say you weren’t eligible.

    Good luck!

    SteveJ 1,017 posts

    Pretty funny thread in the end. OP adamant they’d used the correct link, all irrelevant as they weren’t eligible for the SUB anyway. If you want to play the SUB game your own record keeping is what matters. Amex send a letter when you cancel, keep it / scan it / take a picture (whichever suits your record keeping approach), it really is on you to monitor your own eligibility.

    If nothing else this thread acts as a reminder that those wanting to play the game really should have their admin in order.

    boppy 20 posts

    Wee update.
    Amex admitted their error and that they’d given me the wrong information but still refused to honour the points.
    Rejected my complaint.
    However, the Financial ombudsman found in my favour and full 60k points now been awarded.
    Happy days.

    boppy 20 posts

    Pretty funny thread in the end. OP adamant they’d used the correct link, all irrelevant as they weren’t eligible for the SUB anyway. If you want to play the SUB game your own record keeping is what matters. Amex send a letter when you cancel, keep it / scan it / take a picture (whichever suits your record keeping approach), it really is on you to monitor your own eligibility.

    If nothing else this thread acts as a reminder that those wanting to play the game really should have their admin in order.

    Have to agree regards keeping documentation.
    Och well.

    boppy 20 posts

    I think the only weird thing here is that @boppy struggles with the truth.

    Don’t know what you’re on about and totally disagree.
    I’ve been true from the start and the ombudsman agreed with me.
    Simples.

    points_worrier 303 posts

    Good outcome. Another £750 FOS fee for Amex. Maybe they will realise it is cheaper to offer good customer service in the first place.

    zapato1060 719 posts

    Wee update.
    Amex admitted their error and that they’d given me the wrong information but still refused to honour the points.
    Rejected my complaint.
    However, the Financial ombudsman found in my favour and full 60k points now been awarded.
    Happy days.

    Brilliant news. Well done for sticking to your guns. I didnt understand the bad nature of previous comments, when your admin clearly stated you had gone 30 months without an Amex card.

    JDB 4,853 posts

    @zapato1060 – the issue was that the OP’s story zigzagged quite a few times and is very inconsistent. We will see when the FOS decision is published and that is slightly odd in itself, as if he has already got an Ombudsman decision inside four months that would be something of a record.

    Andrew. 516 posts

    @zapato1060 – the issue was that the OP’s story zigzagged quite a few times and is very inconsistent. We will see when the FOS decision is published and that is slightly odd in itself, as if he has already got an Ombudsman decision inside four months that would be something of a record.

    Do they publish all their decisions?

    I had a fun one years ago where I had to complain to the FOS that a bank didn’t recognise the ICO.

    JDB 4,853 posts

    @Andrew. yes, all Ombudsman decisions are published but most cases settle at the investigator stage and those aren’t published.

    points_worrier 303 posts

    @Andrew. yes, all Ombudsman decisions are published but most cases settle at the investigator stage and those aren’t published.

    Given the timing, I imagine this case was one that was settled when the investigator gave their preliminary decision. I doubt it will be published.

    Misty 314 posts

    Wee update.
    Amex admitted their error and that they’d given me the wrong information but still refused to honour the points.
    Rejected my complaint.
    However, the Financial ombudsman found in my favour and full 60k points now been awarded.
    Happy days.

    Brilliant news. Well done for sticking to your guns. I didnt understand the bad nature of previous comments, when your admin clearly stated you had gone 30 months without an Amex card.

    Good result, well done for sticking with it, as I know these things can be kind of tedious.

    boppy 20 posts

    @zapato1060 – the issue was that the OP’s story zigzagged quite a few times and is very inconsistent. We will see when the FOS decision is published and that is slightly odd in itself, as if he has already got an Ombudsman decision inside four months that would be something of a record.

    I was all over the place cos I was getting mixed up with what offer I’d actually applied for.
    Amex offered 20k points which I rejected as not full recompense (they still applied those points to my account though) and the ombudsman/ investigator looked at the information/evidence I submitted and I have now had my remaining 40k points applied to my account.
    So, yes, I was correct and it’s sorted.

    boppy 20 posts

    I’m not an expert on ombudsman investigations etc and it might be that Amex backed down.
    Either way, I still got my points.

    Rob
    HfP Staff
    2,378 posts

    Historically the FCO has rejected all complaints to do with loyalty points. I should know – I had an Amex complaint thrown out about 12 years ago because I was (correctly) claiming points that Amex owed me.

    (Here’s my story. I had referred people to the Bonvoy Amex from my Bonvoy Amex but had no spend on the card that month. Amex’s computer worked like this:

    *Is there any spend on the card?
    *If yes, send outstanding points to Marriott and reset points to zero
    *If not, do nothing and reset points to zero

    My referral points were just zero’d out.

    Amex refused to award them and the FCO threw out the complaint because it didn’t look at loyalty point issues.)

    NorthernLass 8,494 posts

    Do you mean the FOS, Rob?!
    The Creation bashing thread is full of posts about people being awarded withheld points as a result of involving the FOS, including mine.

    Cranzle 279 posts

    Historically the FCO has rejected all complaints to do with loyalty points. I should know – I had an Amex complaint thrown out about 12 years ago because I was (correctly) claiming points that Amex owed me.

    (Here’s my story. I had referred people to the Bonvoy Amex from my Bonvoy Amex but had no spend on the card that month. Amex’s computer worked like this:

    *Is there any spend on the card?
    *If yes, send outstanding points to Marriott and reset points to zero
    *If not, do nothing and reset points to zero

    My referral points were just zero’d out.

    Amex refused to award them and the FCO threw out the complaint because it didn’t look at loyalty point issues.)

    Perhaps AmEx and the like should start offering sign up or referral bonus of a million points/Avios and just not pay them out.

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