Very frustrating experience trying to call about the annual fee on the Premium Rewards Card. First call, after a long discussion, agent offered to transfer me to "another department" that might be able to offer an incentive. Got a recorded message saying they can't take calls right now and it hung up.

Called back a few days later and the new agent said there were notes on my account from the last agent that my annual fee could not be refunded and he had no idea what department the other agent was talking about. He transferred me to "Benefit Services" and the call dropped when I tried to verify my phone number.

I'm leaning toward just keeping it for another year and not wasting any more time. Preferred Rewards tier makes this a really appealing card for non-bonused spend, especially now that miles have become less valuable to me personally.