Dear Mr Daver6,
We refer to your recent feedback regarding your American Express Platinum Card Account.
Your matter has been forwarded to the Global Customer Research & Solutions Team to
assist you.
We understand that the COVID-19 pandemic has resulted in disruptions to business and as
a result you are unable to utilize the benefits associated with your American Express
Platinum Card Account. You have requested for a reduction in your $1,450.00 annual fee
that was applied to your Account on XX March 2020.
We are aware of the impact that this is having on your ability to use some of the benefits in
the short term. As you can appreciate this is an unprecedented situation that is rapidly
evolving. We are working internally and with our partners to determine the appropriate
course of action as quickly as possible. As soon as we have an update, we will let you know.
Referring to the Travel Credits, we confirm that the $450.00 Travel Credit associated with
your Platinum Card does not expire until XX March 2021, similarly the $400.00 Travel Credit
associated with your Platinum Reserve Credit Card does not expire until XX February 2021.
In the event you are unable to use these benefits by the dates above, please contact the
number on the back of your Card, so we can discuss options with you.
We are unable to compensate you with Membership Rewards Points or apply a credit to
offset the $1,450.00 annual fee. If you wish to change your card type to a lower fee card,
please contact the number on the back of your Card, so that alternate arrangement can be
made.
If you wish to cancel your Account, please contact the number on the back of your Card
prior to XX April 2020 for a full fee refund.
We trust the above adequately addresses and resolves your concerns. We thank you for
your feedback and regret any unintended dissatisfaction caused. We want you to know that
if you have any new information you would like us to consider, or you are unhappy with our
position, we would be happy to keep working with you. However, in the event that that we
can’t resolve this issue together, we need to tell you about the Australian Financial
Complaints Authority (AFCA) of which we are a member.
AFCA offers an external dispute resolution service which is free to use. AFCA will ask if
you have tried to resolve the issue with us first then they will review our actions to determine
if we have fulfilled our obligations to you. If you need to contact AFCA, please contact them
on 1800 931 678, through
www.afca.org.au or at GPO Box 3, Melbourne, VIC, 3001.
Yours sincerely