I usually prefer to resolve customer service disputes in private. But since I have yet to receive any response to this letter, mailed May 9, 2001, here goes:

May 9, 2001

BY FIRST CLASS MAIL

Kenneth I Chenault
President and CEO
American Express Company
World Financial Center Tower C
200 Vesey Street
New York, New York 10285

Alfred F. Kelly
General Manager, Consumer Cards
American Express Company
World Financial Center Tower C
200 Vesey Street
New York, New York 10285

Re:American Express Delta SkyMiles Platinum Card # XXX
American Express Centurion Card # XXX
American Express Corporate Card # XXX
Dispute Reference Numbers XXX and YYY

Gentlemen:

I have been an American Express card member since 1987, and have carried the Centurion Card since its introduction in 1999. I am writing to both of you in a last ditch attempt to resolve two long-standing problems with my American Express Delta SkyMiles credit card - problems which are serious enough to cause me to reconsider the entirety of my relationship with American Express.

Problem #1 - My Delta SkyMiles Card Enrollment Offer

On October 2, 2000, I responded to an advertisement for the American Express Delta SkyMiles credit card offering to match my existing balance in any other frequent flyer account - up to 50,000 miles - if were among the first 10,000 people to apply and be accepted for the American Express Delta SkyMiles card, and if I were to charge $10,000 on the card in the first six months. Though it required a follow-up telephone call, I was eventually approved for that card. At that time, I received verbal confirmation from an American Express representative that I was in fact one of the first 10,000 people, and was therefore eligible for this promotion.

In February, 2001, I learned that a number of people who had qualified for this promotion had received e-mails from American Express confirming their eligibility. However, I did not receive any such confirming e-mail. Accordingly, I called the telephone number on the back of my American Express Delta SkyMiles credit card and asked that I be provided with written confirmation of my eligibility for this offer. In this call, and in a number of follow-up phone calls, the service I received from the American Express Delta SkyMiles staff was simply unacceptable. Some representatives were entirely unfamiliar with the offer in question. Other representatives told me that I would receive confirmation of my eligibility for this offer (if I was in fact eligible) only after I broke the $10,000 threshold in charges. One representative told me that if I had not received the e-mail, then I simply was not eligible for the promotion. Multiple supervisors were of no greater help.

Finally, at my wits end, I turned to an American Express Centurion Card representative by the name of Martha Ardila. Ms. Ardila listened as I explained my problem, and offered to assist me. After several weeks, Ms. Ardila was finally able to locate an American Express employee (whose name I do not know) who confirmed to Ms. Ardila that my account had been flagged for this offer. Amazingly, even Ms. Ardila was unable to obtain written confirmation of my eligibility for this offer.

Ms. Ardila's assistance was wonderful, and she is to be commended for her efforts. However, the service I have received from American Express Delta SkyMiles credit card employees has been and remains unacceptable.

Problem # 2 - The American Express Delta SkyMiles "Always Double Miles" Promotion

My second ongoing problem relates to the American Express Delta SkyMiles credit card "Always Double Miles" promotion.

Since day one, the bonus miles posted by American Express to my Delta SkyMiles account for the "Always Double Miles" promotion have not in any way reflected the actual charges I have made at merchants that qualify for the "Always Double Miles" promotion. The enclosed spreadsheet sets forth the mileage discrepancies in detail.

Since January 31, 2001, I have made a series of telephone calls to American Express Delta SkyMiles credit card representatives, asking for assistance in reconciling the miles I have received with the expenses in question. Three months of telephone calls have resulted in no progress being made on this issue. Indeed, despite her valiant effort, even Ms. Ardila from Centurion Card services has been unable to obtain any information that would assist in resolving this issue.

More than three months after my initial inquiry, absolutely nothing has been accomplished to resolve this matter.

What American Express Needs To Do To Keep Me As A Card Member

With the exception of Ms. Ardila's efforts, the level of service I have received from American Express regarding these issues has been entirely unacceptable. While I would not expect any American Express Delta SkyMiles credit card member to accept this level of service, it is incomprehensible that American Express would expect a Centurion Card holder to suffer from this service after paying a $1000 annual fee for the "privilege" of carrying that card.

I have no interest in remaining an American Express card member if this is the level of service I can expect in the future. Accordingly, in order to retain my business, American Express should:

* No later than May 31, 2001, confirm in writing my eligibility for the 50,000 mile bonus, or alternatively, immediately post the 50,000 SkyMiles in question to my frequent flyer account.

* No later than May 31, 2001, provide me with written documentation supporting American Express's calculation of my charges eligible for the "Always Double Miles" promotion, or alternatively, credit me with the missing miles detailed in the enclosed spreadsheet.

* Provide me with a contact at American Express with whom I can deal directly with any future problems relating to the American Express Delta SkyMiles credit card.

* Offer some level of compensation for the countless hours I have spent dealing with these problems over the past three months.

Should I not hear from either of you (or your representatives) by May 31, 2001, it is my intention to close all of the above-referenced American Express accounts, and to take my business to a company that is able to demonstrate that it values me as a customer. However, it is my hope that American Express will be able to resolve these problems to my satisfaction, and that I will remain an American Express customer for years to come.

I look forward to hearing from you (or your representatives) prior to May 31, 2001. Please feel free to call me in the interim should you require any additional information.
Sincerely,
UpgradeMe

Enclosure
cc: Ms. Martha Ardila (w/enclosure)