Agree on that point - but clicking a screen less than 60 seconds beforehand that says "good news you are entitled to a full refund if you cancel now" seems to be a pretty large gap in the customer experience wouldn't you say? I am sure some would call it outright fraudulent.

I call it misleading and really all I want is for someone at AMEX to either admit they think this is acceptable and the intended user experience, or admit they have a flaw or bug in their process flow, or just how about - and I know this might sound crazy to the bean counters.... accept the fact this is deceptive, refund the $966 that was paid, and have the IT department put in a fix.