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Words cannot explain the hateration I feel for this company right now.
I often reference how I’ve been jipped out of numerous signup bonuses. Now a card I never applied for (the Platinum Card) is due for renewal with its hefty $450 a year. I DO use the benefits. All the time. I love being SPG gold, visit the airport lounges often, got free Global Entry, and have booked hotels through Fine Hotels & Resorts. I love flashing that little Platinum Card or Priority Pass Select Card and getting into the lounges, and very much look forward the new Centurion Lounge on an upcoming flight to DFW. In short, I get more than $450 of value out of this card each year.
So I was curious when they sent me an email to call a “special number” to call. In short, in said:
Please call us at 1-800-452-3944 from 8am to 11pm ET Monday–Sunday to discuss how you can get more value from American Express. This special phone number is available exclusively for select Platinum Card® members like you.
I called them and told them how bitter I was for always getting screwed out of signup bonuses. I explained to the agent that I’d missed out on 150,000 Membership Rewards points (100,000 for Platinum and 50,000 for PRG). She checked and said she could offer me 6,000 points as consolation. 6,000? I asked her. 6,000, she confirmed. Which is basically nothing. That’s IT?! I asked her. “I’m very sorry. That’s all I’m authorized to offer you at this time.”
So I basically told her to fuck off (I didn’t cuss at her FYI – just said that was a terrible offer and hung up).
Flash forward to today. I was researching how to book ANA partner flights for a post about using Membership Rewards points, but couldn’t get the option to “activate” on the ANA site because I had a zero balance. I’ll transfer over some MR points, I thought. But I only have about 8,000 of them. The minimum transfer is 1,000 points, so I would’ve lost 1/8 of them just to access ANA bookings. Then I thought, maybe they’ll still give me those 6,000 points.
I called them again, explained it all again. The agent said there’s no record of any of that in my account, but that she’d “make a note.” So there’s nothing you can do?, I asked. Nothing, she replied. I sighed. And thought how much I fucking hate Amex. And how many “notes” there must be on my account because they are somehow NEVER able to help me or provide good customer service. Then I hung up on her.
I know people LOVE Amex and the Membership Rewards program. I do love my accidental Platinum Card, although I feel like it’s a stepchild I never wanted that is actually pretty awesome. And the MR program has its sweets spots, to be sure. But I’d much rather deal with, talk to, redeem, earn, use Ultimate Rewards points – any day. Amex, from my POV, is a seriously lagging and regressive organization that is resting on their laurels is a huge way. Their cards are expensive, their points are “meh” (to me), the customer service is beyond lousy (I love that word), and they got rid of their shopping portal, making it that much harder to earn MR points. Compare that to Chase: reasonable annual fees, valuable points currency, AMAZING customer service, great shopping portal…
OK, ending rant now. Hope this was useful or constructive in some way… to someone… Continuing to think Amex should DIAF… *sighz*
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