I'm not surprised. Years ago I had only a gold card and after some problem with getting a fraudulent charge resolved, I quit AMex. Only later did I call them up and ask for a Platinum card. This was in 1993 and I have had good service from them--but only at the Platinum Card Division. They seem to be unable to get things done in other divisions where customers get treated very poorly. It seems the same with the Centurion Division. Amex just does not need the individual customer even if he/she spends many 100,000s of dollars.