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I had the BAPP card free for many years on back of my platinum card. When AMEX announced this was being withdrawn from the 1st September I checked the details very carefully. This was because my year end was August 25th and the policy started on September 1st.
Not satisfied with comments here and on other forums, I engaged with Amex in an online chat for clarification and the agent confirmed the fee would not be charged till August 2022. Satisfied I took no more interest.
I then spent quite heavily between August 25th and early December by which time I was just £700 away from triggering the 241 voucher. I don’t want this till next August so the card then went in a drawer.
A week ago, I had cause to look at my September statement and noted that the fee had been charged. I was surprised and so called Amex. I could see the chat and explained the issue but Amex were immovable. I raised a formal complaint and got the most bizarre response which stated that the agent had made a mistake but they could not offer me a refund as that would be a gesture of goodwill and under the regulations that would be unfair to others. They then went on to provide £100 credit to my account for the stress and frustration!!
I have now passed this to the ombudsman as I don’t believe that their original communication was clear. The policy to charge began on the 1st September and I think it would be reasonable to assume that only people whose year changed on or after that date would be affected. The interpretation now being applied by Amex is that all statements issued after the 1st September had the fee applied. My evidence of the confusion is that their own staff provided,in writing, guidance to customers which said they would not be charged. In doing so, I kept a card and incurred a cost I would otherwise not have incurred, as I would have cancelled the card. (this was stated clearly by me in the web chat)
Clearly I hope I can win, but the more people I discuss this with the less certain I am. Some point to the wording in the T&Cs which states
“If a cardmembership fee applies, well charge if for each membership year (consecutive periods of 12 months beginning on the date your account is opened) beginning on the first statement date and then monthly (if its a monthly fee) and otherwise annually.”
But the email which advised customers of the changed read
The Cardmembership fee charged to your Account from 1 September 2021 will be the new annual fee and will be charged on the statement following your Card anniversary.
Has anyone been a similar situation with year end dates and statement dates straddling the policy change date.
Would be interested to hear the views of others, and of course will update you once the ombudsman adjudicates.
Some people who had anniversaries in late Aug reported being charged the new increased fee, but got it refunded as Amex agreed it was a system error. This is similar to your position and applying the same logic would mean your fee is zero, but the wording in your post isn’t that clear and there is presumably more text. The timing of Amex annual fee charging vs anniversary is well known.
The position re the GOGW is correct; they can’t give just you a goodwill sum that is a back door refund. However, given that they have given you £100, going to the FOS over £150 (particularly as you didn’t notice a £250 charge!) when you have had the extra Avios and are on the verge of a 241 voucher vs saying you would have cancelled the card seems a bit gratuitous and it’s no wonder there are such delays. It also won’t endear you to Amex!
- This reply was modified 55 years, 4 months ago by .
The position re the GOGW is correct; they can’t give just you a goodwill sum that is a back door refund. However, given that they have given you £100, going to the FOS over £150 (particularly as you didn’t notice a £250 charge!) when you have had the extra Avios and are on the verge of a 241 voucher vs saying you would have cancelled the card seems a bit gratuitous and it’s no wonder there are such delays. It also won’t endear you to Amex!
Agreed – I would not have gone to the FOS, especially after they’ve already compensated you for the frustration, for fear that they’d categorise me as a problematic customer and close my account.
I don’t fear being branded a problematic customer. I have had platinum card since 2006 and have never churned in that time. That would be their loss not mine.
The principle of being clear and not misleading your customer, is a bigger issue and that’s why I have gone to ombudsman.
I don’t fear being branded a problematic customer. I have had platinum card since 2006 and have never churned in that time. That would be their loss not mine.
The principle of being clear and not misleading your customer, is a bigger issue and that’s why I have gone to ombudsman.
To each their own, but I doubt how long you’ve been a cardholder makes a difference.
Surely it’d be a loss for you as well? Unlike the US, reward card options aren’t aplenty.
I don’t fear being branded a problematic customer. I have had platinum card since 2006 and have never churned in that time. That would be their loss not mine.
The principle of being clear and not misleading your customer, is a bigger issue and that’s why I have gone to ombudsman.
I’m not sure that Amex has been quite as unclear as you suggest as others have clearly told you. I have been an Amex customer since long before 2006 and I feel that overall they are very generous, so you win some and lose some. Any respectable lawyer will tell you that taking action on a ‘principle’ is a poor idea and over £150, that you didn’t even notice originally, and in all the other circumstances looks petty. Your longevity with Amex will count for zero once you cost them £750+ over nothing.
- This reply was modified 55 years, 4 months ago by .
Paul
I understand why you’re annoyed with Amex. Whatever the pros and cons of taking action against them, which others have discussed (I’m sure they know better than I do) I really get why you feel aggrieved by their error.
Maybe sit on it for a few days and see how you feel? Whatever you decide to do, I’d be interested to know how it turns out for you.
A quick update.
The ombudsman found in my favour and have asked Amex to refund the £250 and compensate £100.
Interesting! How long did that take from start to finish? Still heard nothing about Creation 3 months on.
It started in February. I received a delay message fairly soon after submission and nothing till the end of April.
When they deal with your case it is fast and efficient and you have a personal email and direct telephone number to contact them, if it is required
Its a great service and to date I have never lost if I have taken an organisation to any ombudsman.
Thats great news Paul, well done
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