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Don’t trust the contact centre when asking about bonus eligibility.
I cancelled my BAPP around two years ago and have been waiting patiently for the two years to expire for me to get the welcome bonus.
I wasn’t sure of the exact timeframe ( yes I know I should have put it in my diary) but to double check I had a chat with AMEX and they confirmed twice! that I would get the bonus. So I applied and switched all my spending to the new card and hit the £3k threshold within5 weeks.
I then asked when the bonus (30k Avios) would be posted and was told that I wasn’t entitled because I applied 102 weeks since I cancelled.
I pointed out that I had specifically asked them if I would get it and they had confirmed I would. I raised a complaint and was given £60 ( not 30k Avios). I challenged that given that I think 30k Avios is worth at least £300 to me.
They said that the £60 was their only offer and as the complaint had been closed my only option is to go to the FOS.
This is crazy given I know that complaints to FOS are very unwelcome for any financial.
I don’t have an alternative method of validating if you are eligible but don’t trust the contact centre.
I will keep you updated with how I get on with the FOS@Ragman – before taking your complaint to the FOS, it’s worth reading the decisions in other cases on this topic. Amex is very familiar with this dance and your complaint has a better prospect of success but it’s harder than it might appear.
While it probably feels like one issue, it isn’t. First, were you eligible for a welcome bonus at the time you applied – answer = No. Second, were you misinformed about your eligibility – answer = Yes. What Amex usually argues is that the customer wasn’t eligible but we made a customer service error for which we have offered fair compensation and we don’t need to do more because he was never eligible.
What you need to argue is that you acted in reliance upon the Amex agent’s representations to your detriment, such that the firm should be estopped from failing to provide the benefit. Amex has failed in its consumer duty to provide you with a fair outcome, failed to communicate with you in a transparent and not misleading manner and has failed to act in your best interest. Amex is relying upon poor systems and inadequate agent training as demonstrated by the firm’s inability to respond accurately to a simple question the answer to which was readily available within its systems.
In order to expedite this, I would first write to the Amex Exec Office pointing out that while you recognise they have sent an FRL pointing out that it’s ridiculous making you go to the FOS wasting time and cost for both parties when it’s clear the only appropriate compensation is to put you back in the position as if the agent hadn’t made this critical error. Give them 14 days to respond and then go to the FOS.
Thank you JDB.
@Ragman – before taking your complaint to the FOS, it’s worth reading the decisions in other cases on this topic. Amex is very familiar with this dance and your complaint has a better prospect of success but it’s harder than it might appear.
While it probably feels like one issue, it isn’t. First, were you eligible for a welcome bonus at the time you applied – answer = No. Second, were you misinformed about your eligibility – answer = Yes. What Amex usually argues is that the customer wasn’t eligible but we made a customer service error for which we have offered fair compensation and we don’t need to do more because he was never eligible.
What you need to argue is that you acted in reliance upon the Amex agent’s representations to your detriment, such that the firm should be estopped from failing to provide the benefit. Amex has failed in its consumer duty to provide you with a fair outcome, failed to communicate with you in a transparent and not misleading manner and has failed to act in your best interest. Amex is relying upon poor systems and inadequate agent training as demonstrated by the firm’s inability to respond accurately to a simple question the answer to which was readily available within its systems.
In order to expedite this, I would first write to the Amex Exec Office pointing out that while you recognise they have sent an FRL pointing out that it’s ridiculous making you go to the FOS wasting time and cost for both parties when it’s clear the only appropriate compensation is to put you back in the position as if the agent hadn’t made this critical error. Give them 14 days to respond and then go to the FOS.
That is an excellent post from JDB.
I have a spreadsheet of cancellation dates for our cards.
My husband cancelled his last BA card on 1/10/22. I see there is a new offer running until 8/10/24 for double sign up avios, and would really like him to be able to take advantage of this.
Would you trust that that day he cancelled is actually the day recorded of the account being cancelled/closed?
Yes but apply any time after the 2nd you have 6 days.
I have to say I wouldn’t make the new application on 02/10. Your husband should have received a letter advising of the account closure date which is usually a few days after calling to cancel. If there’s any issue, you will be on much stronger ground. The call to cancel is the start of the cancellation process, not the actual cancellation.
Yes but apply any time after the 2nd you have 6 days.
I was thinking of him applying on the 6th or 7th.
@JDB I’m sure he probably did get a letter, however unfortunately it’s not been kept.Obviously I’m wary because of the problem Ragman had, but I do wonder if the chat/contact centre can give a date?
@Ladyshopper – you can try the chat and as long as the information they give you tallies with the date you have for the cancellation call you should be fine. If they tell you any date from 01/10 onwards it’s likely to be right.
The card is cancelled on the day you message/phone and confirm and the card gets killed and cancelled within an hour or so, that’s the date that’s always on your letter.
6th or 7th is probably safer but if you are sure you cancelled on the 1st then that’s the cancellation date and 2 years later would be the 2nd
Thanks all. I think we’ll probably do the chat just to confirm seeing as we didn’t keep the letter. But yes, absolutely certain it was cancelled on the 1st.
I need to call Amex as asked them on the App, first they advised that there was no BAPP ever on that profile and then went to look and advised me a date in 2023 when I last had a BAPP card. I know that isn’t the case and can also see on my credit file when the account was marked as settled and have my own records. But just wanted confirmation to avoid issues later.
So does seem as though the information provided may at times not be quite correct. Also then had me questioning why and where they would have found a date in late 2023 when I know the card was definitely cancelled around July 2022.
My only advice is always keep the cancellation letter safe and mark the date in your phone/gmail/outlook calendar
Rely on your own records not that of a CS who is probably just trying to get rid of you asap to answer their next call
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