Originally Posted by
dzdang
It seems like the first representative was suggesting that the perk is only if you renew the card for an additional year, so that you always end up with 1 less certificate than the number of annual fees you pay.
The Amex rep you are quoting has his/her own retention quota - the percentage of callers transferred to that rep who want to cancel their card and are successfully talked out of cancelling the card during that call. I think that rep's daily retention % quota was helped by your call. That doesn't mean the information you were given is either true or accurate.