Yesterday I called AMEX about a certain fee that I thought I should not have to pay. I spent about 8 minutes on the phone with CSR at which point the situation was quite clear: he had made a decision not to refund then fee. I then asked to be directed to a supervisor (did not use those exact words). It all amounted to that he cut me off in the middle of a sentence and said bye and hung up. (I did call back and got a better CSR who apologized and refunded the fee).

I am just wondering, is it usual for a CSR to be this rude and hang up on one? I have spoken to maybe 30 different CSRs from AMEX and I have never tried this before (of course this was the first time I had a complaint which kind of makes it worse).