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My wife signed up for the platinum card in November after checking on chat with an agent that she was eligible for the signup bonus, which they confirmed to her. Upon spending the £10k, she’s had not received the bonus and contacted customer services, who have now said she last had a card 22 months ago rather than 24+ months ago, and as such, isn’t eligible for this.
She’s raised a complaint which they’ve dismissed, but wondering if anyone else has experience of trying to resolve something like this (other than through the ombudsman)? The obvious annoyance other than missing out on the 100k points, is that it’s now another 2 years until she can reapply again!
Any help or suggestions would be welcomed.
You need to keep your own records as Amex agents are very unreliable.
You could submit a complaint to head office and they might offer your wife some points as compensation for being badly advised, but they’re usually pretty intransigent about the card Ts and Cs.
You need to keep your own records as Amex agents are very unreliable.
You could submit a complaint to head office and they might offer your wife some points as compensation for being badly advised, but they’re usually pretty intransigent about the card Ts and Cs.
I agree with the first comment – and with the second.
At the same time, I’m not sure how Amex get away with this. Incorrect advice maybe, but it is advice given by someone acting in Amex’s name which has been relied on. There must be a claim there.
I had the exact same scenario – and after some advice here I wrote a nicely worded letter received a “goodwill gesture” of 80k MR points. See this thread from about halfway down page 5: https://www.headforpoints.com/forums/topic/upgrade-to-the-platinum-card-receive-80000-points/page/5/
This happens regularly. The Amex system that determines SUB eligibility knows the exact dates but agents can’t see that so, as above, if you are in the churning game, you need to keep accurate records. Amex agents can’t be relied on for much these days.
Also, as above, you can’t get around the fact you applied two months early so Amex will bung you some small sum – maybe 15,000 MR as an apology for the wrong advice.
While it is suggested above that you have “a claim” lots of published FOS decisions say otherwise so shouting and threatening FOS will ensure a bad outcome.
You do however, have a chance of succeeding in getting something between half and the full amount you expected on a goodwill basis, with a gentle but firm approach. Something along the lines that your wife, in good faith, attracted by Amex’s generous offer acted in reliance upon the agent’s advice by applying and spending the requisite sum. It nis emerges that the Amex agent has caused your wife to suffer significant detriment – loss of x MR. This gives an unfair outcome attributable to misinformation by Amex. I am sure this was not intentional and I would ask Amex to put me back in the position I would have been if correctly advised. It is clear the application was made in response to the enhanced SUB offer etc. etc. [put desired resolution].
Thanks all – it’s very frustrating and just another bloody thing to sort out in an already busy world! I’ll see if we can talk nicely to them and get some recompense.
If you kept a record of the chat, that’s going to help. I screenshot anything anyone from Amex or anywhere else tells me these days! Last year I had a battle with Amex over a £100 Hyatt credit; they insisted I had never saved the offer and only backed down when I produced photographic evidence.
If you kept a record of the chat, that’s going to help. I screenshot anything anyone from Amex or anywhere else tells me these days! Last year I had a battle with Amex over a £100 Hyatt credit; they insisted I had never saved the offer and only backed down when I produced photographic evidence.
Agreed. I screenshot everything. Crazy we feel the need to – but we do.
Anyone looked at Misrepresentation Act 1967?
If you kept a record of the chat, that’s going to help. I screenshot anything anyone from Amex or anywhere else tells me these days! Last year I had a battle with Amex over a £100 Hyatt credit; they insisted I had never saved the offer and only backed down when I produced photographic evidence.
Agreed. I screenshot everything. Crazy we feel the need to – but we do.
We will be doing so from now on – have always found Amex customer service to be excellent so hadn’t seen the need to. Also going to be writing down the exact dates of card closures etc now…
Anyone looked at Misrepresentation Act 1967?
Suerte with that! Look at those FOS decisions and different Ombudsmen’s analyses of the alleged misrepresentations.
There’s a great propensity on this site for people (and ones I suspect have little experience of the process) to advise rushing to CEDR/MCOL/FOS etc. or to cite some Act from Google KC when dealing with the issue in a calm, precise way is quicker and more effected. Once you start getting heavy, these institutions clam shut and will fight you all the way.
Any even vaguely half decent lawyer will tell you to avoid litigation at all cost; a well written letter goes a very long way.
We will be doing so from now on – have always found Amex customer service to be excellent so hadn’t seen the need to. Also going to be writing down the exact dates of card closures etc now…
You should still be able to see your historic chat – I used that in my polite letter (on @jdb ‘s advice) and obtained satisfactory resolution.
Okay, so I originally had the Platinum Cashback Everyday card three years ago and wanted to upgrade to the Gold card a year later. Amex rep on the phone said I was eligible for the welcome bonus on the Gold card, and then I applied a week later. I hit the £3K threshold within a month, and there was no points, as expected. I went on live chat and asked where it was and that I was told I’d get it – the agent said it’ll get investigated. I then got 20K points, which was the rate at the time, within a few days. So it’s possible to get it, just probably depends if it’s actually being investigated or dumb luck.
Anyone looked at Misrepresentation Act 1967?
Suerte with that! Look at those FOS decisions and different Ombudsmen’s analyses of the alleged misrepresentations.
There’s a great propensity on this site for people (and ones I suspect have little experience of the process) to advise rushing to CEDR/MCOL/FOS etc. or to cite some Act from Google KC when dealing with the issue in a calm, precise way is quicker and more effected. Once you start getting heavy, these institutions clam shut and will fight you all the way.
Any even vaguely half decent lawyer will tell you to avoid litigation at all cost; a well written letter goes a very long way.
Agreed, but said well written letter should sometimes allude to legal rights. You seem to question my credentials – I’d suggest not knowing you shouldn’t.
@Swiss-Jim – I haven’t questioned your credentials but various Ombudsmen don’t agree that the Act to which you refer, nor other laws on misrepresentation apply or are engaged in these instances and that it is acceptable for Amex merely to offer some sort of goodwill gesture in respect of the misrepresentation rather than to require Amex to compensate for the lost points or fully to rescind the contract such that the cardholder could reapply.
While these cases do not create precedents, different Ombudsmen have reached the same conclusions and I have yet to see one on this topic decided in the customer’s favour.
While it will always depend on the specific circumstances and timing of each of this type of case, Amex will often put it right but there is a clear pattern as to when they do and when they fight and win.
I had a similar case on the BA card, where I’d been given the wrong info but had documented each interaction. I had both asked for confirmation on the phone (and ask them to note this on my file) and by chat.
When the time came, they first denied but I showed them the record, then was given the full points as “Good will” statement. Best is to keep trying, show the documentation you have and do not take no for an answer.
My wife has actually managed to find the chat where they tell her that she’s only had a Business Gold in the period… let’s see what they say when we re-open the case.
At some point, amex are going to stop providing answers to this qn, arent they? Then people are going to complain about that too!
At some point, amex are going to stop providing answers to this qn, arent they? Then people are going to complain about that too!
I don’t understand why Amex doesn’t use the system they use in the US where it will tell you your eligibility (or not) at the time of application. I’m also not sure why churners don’t keep their own records.
At some point, amex are going to stop providing answers to this qn, arent they? Then people are going to complain about that too!
If they can’t provide an accurate answer, refusing to provide one at all would be better.
Update – they’ve now relented based on the evidence provided and they’ve agreed to put the full 100k into her account.
Thanks for the advice!
Update – they’ve now relented based on the evidence provided and they’ve agreed to put the full 100k into her account.
Thanks for the advice!
Well done. I’m pleased you got it sorted out and quite so quickly.
I think going full nuclear with them definitely doesn’t work… evidence does however!
Hopefully the last time we make this mistake!!
Jumping on this thread as it seems very relevant.
I cancelled my platinum in March 2023 and still have the paper statement showing a pro rata refund of the membership fee as of the same date when I spoke to cancel (my credit file also shows account closure as the same date).
However, it also appears that I have a subsequent statement dated April 2023 re an interest credit balance. Spoke to chat and they seem to have plucked out a date of Sep 2023 and as such are advising I do not qualify for SUB based on the quoted Sep 2023 date…I’d like to assume they are incorrect and go by my own records, however wonder if anyone knows when the clock officially ‘resets’; is it the date on which I requested the cancellation (got issued a pro rata refund and lost access to use the card) or is it the date on which any final statement balances are paid/repaid?
@wm123 it’s the date Amex cancel the card. Potentially an unhelpful answer, but true. You should have got a letter from Amex with a cancellation date.
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