Hello! Apologies in advance for the lengthy post..
I have used AMEX in SE, ES and UK in the past and was very happy with them. Last year I relocated to Luxembourg and therefore shad to apply for an Amex through Alpha Card in Belgium, where I have had nothing but problems, to the point that I cancelled my card after 2 months and 5000 EUR spent only.
A summary of my current issue with them:
6th Oct 2015 I raised a payment dispute against an airline for denied boarding (flight overbooked)
27th November, AMEX sends me paper letter that "merchant has not replied and provisional credit will therefore not be undone"
4th January, to my great surprise I had a letter telling me that they had decided to charge the transaction again, with no information about how to request a second chargeback (luckily I know this as I work as antifraud manager in e-commerce).
10th January I submit a second chargeback request with all paperwork from my side, including their own merchant and chargeback rules that impose a very strict time limit for response from merchant side, and also the letter that Amex had sent me informing me that I had won the chargeback and the credit would not be undone
8th February I call them to chase and they said they have no update and that there is no time limit in their chargeback process, and that at any rate they can only get involved if the complaint is about fraud
15th February I receive a letter from Amex Disputes Team Leader telling me that they cannot get involved since my complaint is about a quality issue
Same day I call them to get more info on what they mean as they have chargeback reason codes C08 for services not provided and C32 for Goods/Service not as described and nobody has a clue what I am talking about and they literally hung up the phone and tell me to email their complaints management department.
I duly email the Complaints department, and next day they reply me with a template saying that they would have a response for me within 10 days. To this day, 14 days later, I do not have a response and my patience is long depleted as the case has been ongoing for half a year (!!!).

I would be curious to know if:
1. Anyone has had similar experiences with Amex, or have I just been unlucky?
2. Does anyone have contact details for people "higher up" to complain to? I used to have the email of their President of Consumer Services Group, but sadly lost it.

Many thanks!
N