Amex increasing my BA Premium Plus Card Fee
Nov 6, 2011, 11:28 am
#316
Join Date: Jun 2005
Location: Surrey, UK
Programs: BA Silver
Posts: 49
I challenged the increase of fee mid membership year and finally the Financial Ombudsman has upheld the complaint ^
However in the meantime (it took about 3 months) I downgraded to the basic Blue card which meant Amex issuing a new card and new account number so I'm not sure if it is worth the hassle to reinstate the Premium Plus for the remaining time left or not
Oh well a moral victory if nothing else!
However in the meantime (it took about 3 months) I downgraded to the basic Blue card which meant Amex issuing a new card and new account number so I'm not sure if it is worth the hassle to reinstate the Premium Plus for the remaining time left or not
Oh well a moral victory if nothing else!
Nov 7, 2011, 1:25 am
#318
FlyerTalk Evangelist
Join Date: Aug 2002
Location: London
Programs: Mucci. Nothing else matters.
Posts: 38,644
Nov 7, 2011, 3:40 am
#319
Join Date: Jun 2003
Location: London
Posts: 3,459
I challenged the increase of fee mid membership year and finally the Financial Ombudsman has upheld the complaint ^
However in the meantime (it took about 3 months) I downgraded to the basic Blue card which meant Amex issuing a new card and new account number so I'm not sure if it is worth the hassle to reinstate the Premium Plus for the remaining time left or not
Oh well a moral victory if nothing else!
However in the meantime (it took about 3 months) I downgraded to the basic Blue card which meant Amex issuing a new card and new account number so I'm not sure if it is worth the hassle to reinstate the Premium Plus for the remaining time left or not
Oh well a moral victory if nothing else!
Nov 7, 2011, 2:51 pm
#321
Suspended
Join Date: Jan 2004
Location: UK
Posts: 11,969
Great news - and exactly as predicted ....... they were truly dumb to attempt this. Unusually wrong-footed of Amex not to get to grips with this straight-away.
Hopefully some of the successful claimants can seek reassurance from Amex that they will respect the decision and refund all members who have been wrongly charged? This will close the circle and act as a disincentive for such behaviour in the future.
Well done!
Hopefully some of the successful claimants can seek reassurance from Amex that they will respect the decision and refund all members who have been wrongly charged? This will close the circle and act as a disincentive for such behaviour in the future.
Well done!
Nov 8, 2011, 1:23 pm
#322
Join Date: Jun 2005
Location: Surrey, UK
Programs: BA Silver
Posts: 49
It was actually Amex who rang and just said the FOS had ruled in my favour so they would reinstate the card free of charge. I was at work so didn't have time to go into any more details.
I do hope Amex management have learnt this is not the way to treat customers - hopefully enough people made complaints that the message will hit home!
I do hope Amex management have learnt this is not the way to treat customers - hopefully enough people made complaints that the message will hit home!
Nov 9, 2011, 2:28 am
#323
FlyerTalk Evangelist
Join Date: Aug 2002
Location: London
Programs: Mucci. Nothing else matters.
Posts: 38,644
I wonder whether they have done this to prove some (unknown) point to some (unknown) regulator in some other (unknown) dispute.
At any rate, I'm now happy to add my name to the list of people for whom the effect of the FOS complaint has been to resolve the issue.
Nov 9, 2011, 3:05 am
#324
Join Date: Feb 2006
Posts: 470
It was actually Amex who rang and just said the FOS had ruled in my favour so they would reinstate the card free of charge. I was at work so didn't have time to go into any more details.
I do hope Amex management have learnt this is not the way to treat customers - hopefully enough people made complaints that the message will hit home!
I do hope Amex management have learnt this is not the way to treat customers - hopefully enough people made complaints that the message will hit home!
Nov 9, 2011, 3:14 am
#325
Suspended
Join Date: Jan 2004
Location: UK
Posts: 11,969
I am still slightly perplexed by what has been going on. This entire episode has been out of character for Amex. And it's been entirely cost-ineffective so far as anyone who complained to the FOS is concerned, if it's true that it costs Amex £500 for every complaint when the amount at stake was an average of £60 per customer.
I wonder whether they have done this to prove some (unknown) point to some (unknown) regulator in some other (unknown) dispute.
At any rate, I'm now happy to add my name to the list of people for whom the effect of the FOS complaint has been to resolve the issue.
I wonder whether they have done this to prove some (unknown) point to some (unknown) regulator in some other (unknown) dispute.
At any rate, I'm now happy to add my name to the list of people for whom the effect of the FOS complaint has been to resolve the issue.
It really is important that members who complained and had the decision reversed satisfy themselves that other members who are unaware of the decision get their money back.
The FOS fees and refunds pale into insignificance compared to the reputation hit.
Last edited by uk1; Nov 9, 2011 at 4:55 am
Nov 9, 2011, 2:02 pm
#327
Join Date: Jul 2011
Posts: 9
The FOS recognised that Amex had the right to vary the fee, but that it was unfair for them to make a change mid term. Their view was that customers had signed up in good faith to an annual fee and had the right to expect that this would not change until renewal.