Posting this as a data point and some frustration.
I’ve been an Amex cardmember for 20 years and this is the first time I’ve ever had a serious issue. My spouse and I enrolled in the same Platinum benefits on the same day, same process. Her credits posted. Mine didn’t.
The missing credits were for Oura, Resy, and Lululemon, about $350 total. When I checked, it showed I needed to enroll again, which raised the question of whether this was user error or a system issue.
What followed was nearly two hours of chat, multiple agents, slow responses, and eventually a supervisor who simply said “the system shows no error.” No review of timing, no explanation, no acknowledgment that the system itself could have failed.
What bothered me most wasn’t the money, it was the service. No ownership, no empathy, no recognition of long term loyalty. The Platinum fee is now $895, and the only retention offer was points tied to additional spend and waiting weeks to see value.
That felt incredibly tone deaf.
After two decades of fees, spend, and loyalty, the takeaway was clear: when something goes wrong, loyalty doesn’t really matter anymore.
Sharing this so others know what to expect if they ever need real support from Amex.
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