Amex Australia

Sends helpful notifications to my phone about purchases so I could track unusual / unauthorised (and that also reminds me of any online subscriptions I forgot to cancel) and also to warn warn me when I have approached or exceeded the credit limit so I remember to pay some off in time. Staff answer the phone if you call for assistance!!! And they are always kind, understanding, knowledgeable and very accurate in the information & advice they give. I’m writing this today because I overspent this month on a large purchase and they still allowed that one to go through but did immediately start declining future transactions and texted & emailed me about the situation so I could quickly transfer more money into my account to get the credit card active again. I like the text + email notifications because they help me keep track of my spending as well as keep an eye out for unwanted use.

On three separate occasions we have had cause to seek AMEX assistance. Support, knowledge and resolution was exemplary each time. Twice we have had issues with airfares, paid with by the Card, and subsequent issues with merchants - once during COVID, once when a merchant went bankrupt. On each of these occasions, AMEX Promptly reimbursed our account and, we assume, resolved the matter directly - we assume because we heard no more about it. Most recently we wanted to make a flight booking well in excess of our credit limit, and available funds, to avail ourselves of the protection described above. The request was actioned as we had wished, in one phone call. Card holder for 25 years: keep up the good work!

After 32 years of membership I cancelled my Platinum Card in frustration and utter disgust at the disgraceful disregard for customer loyalty. American Express need to train their Call Centre Staff in how to apologise and express remorse for utterly shoddy service. I also sent a copy of my letter detailing my experience to the Marketing Manager of the Platinum Card and needless to say I was not even afforded the curtesy of a reply. I had overlooked my $400 travel credit redemption and was 3 weeks late. I was asking if there was anything that could be done in light of my years of loyalty. This necessitated being left on hold for hours, finally promised I would be called back. No follow up so more wasted time on my part. The most comical aspect of this ridiculous saga is that for the sake of trying to appease me I cancelled my membership which meant a refund of $395 for the membership which was due. So American Express sacrificed a loyal customer because no-one was capable of thinking outside the box and ended up saving $400 to lose $395. Not exactly a wise move when dealing with bottom-line profits. Also extremely disappointing that no-one is capable or sufficiently trained in the art of picking up a phone. So much for Customer Loyalty. With the current climate where 9 out of 10 establishments will either not accept the card or charge a fee American Express need to lift their game.