American Express Card-Clueless staff and Horrible service

I decided last year to discontinue my American Express Card as i felt it was surplus to requirements. Amex staff persuaded me to keep the card by offering to waive the monthly fees for a year. However some months the fees are waived and some months charged which is extremely annoying.

My statement for the month ending 7 December 2018 had the following fees charged: Credit Facility fee and Mr Linkage fee. I brought this to the Amex Call Centres attention at the time pointing out that these fees were supposed to be waived and asking them to reverse them. They promised feedback which i never got. This is par for the course.

On my statement for the month ending 8th January 2018 i noted that the Credit Facility fee had been reversed but charged again for the new month-this is part of what i mean by clueless staff. The Mr Linkage fee was not reversed and was charged again for the new month.

I called the Amex call centre on the morning of the 10th of January 2018 and spoke to Natalie. After i explained the problem she asked me to hold on. After i had held about 10 minutes and was about to hang up someone called Zanele or Sanele picked up the call. I was very annoyed as i thought that Natalie was still helping me whereas it transpired she had simply put me through. Natalie needs some serious retraining in basic etiquette.

I again explained what the problem was to Zanele or Sanele who took my number and promised to call me back once she had spoken to a manager. Needless to say and not to my great surprise she did not call back.

I called the complaints department the next day and spoke to Mary. If ever someone should not be in a complaints department or even any call centre it is this person who had no idea how to handle the call, did not attempt to understand what is really a simple issue and lost the plot completely. I refused to continue with the conversation which was basically a waste of time and asked her to get a supervisor to call me.

Needless to say no one has called. I am not surprised.

The card comes up for renewal soon and i doubt that i will continue with it.