No response on refund weeks after promise made

Hi,

Several weeks back I saw on my bank statement that Amex had been charging me a monthly fee since forever even though I had cancelled my card around 2002. I acknowledge it was an oversight that I didn't pick up that the cancellation was never processed but also found it imoral that they would continue billing me year after year knowing the card was dormant and that no plastic had been issued for well over a decade. I requested a refund on all fees since the card went dormant since I no longer have a record of the cancellation request.

I spoke to Aneesha in the call centre. She gave me a reference number ********** and said she would escalate and revert. A few weeks later, after no call, I phoned the contact centre. Someone I spoke to acknowledged the open query and said she would ask Aneesha to call back. I continue to wait.

Is the banking ombud my only hope or can someone in Nedbank Card Division resolve this?

Regards, Andre