Originally Posted by
Ex Amex Card
I'm with Kate_Canuck on this one.
Find out what their complaints proceedure is and follow it though (in writing, using recorded delivery). Don't speak to people on the phone, you might as well talk to a brick wall because there is no record of the call (Amex will record it but you probably can't) so they can say anything and deny it later on.
If they don't agree to honour the contract then take it to the ombudsman. If nothing else, it costs them a fair amount of money to defend the case and they will probably settle with an ex-gracia payment before it comes to this.
Why bother with the ombudsman, it takes
forever? When you have a clear contractual claim, it is a complete waste of time taking it to the ombudsman.
I've recently had to deal with the ombudsman for a client. Client had written to them himself. It had taken them 6 months even to open a file and begin investigating. Then they sent idiotic requests for information which showed they had simply not read the material submitted to them. I've just started proceedings for the client, and guess what? The bank is now taking the matter seriously and has stopped sending its moronic time-wasting letters.