I had an AMAZING relationship at one point. It all went wrong when their mistake escalated out of control. At the first point of error they realised that there were various failures and they admitted to compensating for it. In relation to my monthly spend, it was nothing. They never delivered!! Then they promised for it not to happen again and for the past promise to be delivered - that never happened!! Then I was advised by their own staff to follow through on various scenarios (spend reduction within the business, raise a complaint with senior leadership etc.) and that caused me more problems. Finally, they got rid of me and didn't do it in the proper way or manage the past situation issues correctly.

I truly, like yourself, loved my card. I really do miss it because it was something I worked really hard for and felt I was dealt an unjust blow by having it taken so poorly. I used my card for everything and even was told to cancel products elsewhere during a FR process to have my spend enabled - which I did. All of that further makes the whole situation worse because of how they have dealt with me.

The whole situation has escalated beyond a reasonable point and I feel very sad at how a corporation that prides itself in customer service can not only deliver a poor experience, but document it in my file and think of strategies and policies to reduce my experience (in some cases removing my experience entirely) and also to remove me as a card member because of valid comments.

Treating customers fairly and with some respect should be a basic requirement.

Having Senior Leadership following through on promises and communication attempts should be fairly attainable - not impossible.

I could give a whole list of failures, I probably will at some point after further legal advice, on things I experienced that may resonate amongst other card members and therefore make you think about if you went through a similar experience and, if so, did I suffer at the same policy/procedure/unfair approach.

I have tried to mediate with the company a few times in recent months, but they are dead set on their approach and have no intention to any fair arbitration process. Even during my attempted arbitration, I have obtained notes that show they were arbitrating with me for process only. They had no intention of listening or adjusting their opinion or approach to the situation as the notes clearly stated that they were going to continue with the gung-ho approach as that is what had been decided. It was almost like they were talking to me to just further irritate or distress me.

Very sad treatment from a premium provider of such important services - like insurance and finance.

I am a great believer in fairness and kindness. I have a corporate background and a great deal of knowledge in their product range, services and delivery - knowing this, gives me a lot of insight into how unfairly their treatment of my account was and how poor the customer relations handling of my complaint was.

I domt ever believe a legal approach is the best way forward, but when a company behaves so poorly and effectively costs you in various ways through unfair practice - you have to fight.