Resolving Amex travel credit deduction issue?

Back in March I tried to my online travel credit to book accommodation through the Amex travel portal.
The booking was successful however it charged the card instead of deducting the travel credit. Not sure why, considering I ticked the box.

I tried to resolve it with the online chat, but they said I had to call. So I called Amex (Platinum card number), they acknowledged it, and said they could resolve it. Now, it was a public holiday (Friday) when I called so they said I had to wait until the next Monday. I said fine, please get it done. I flew out that weekend to go overseas for a few weeks including staying at the Amex booked accommodation.

2 weeks ago I log in to use more travel credits and see the travel credit is still there!! It had not been resolved as Amex had promised. I call again and they said they can't reverse the charge and deduct my travel credit as it's already past the booking date. They said it could only be done if they had been notified of it before the accommodation stay date.

They're essentially calling me a liar because they have no record of me calling or requesting them to 'fix' the travel credit deduction. I've waited another week for them to go back and find their phone recordings (said it takes 3 working days) and they said they'd call back if they find something. 6 working days and still no callback.

I can screenshot the call date/time on my phone but other than that I have no recording of the conversation. Any thoughts on how I can pursue this further or try and get Amex to fix the problem?

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American Express
American Express


  • I can screenshot the call date/time on my phone but other than that I have no recording of the conversation.

    I'd do that, and then send them an email too so you have more of a papertrail. But this is weird, usually AMEX is pretty good with customer service, I feel like someone in their office is going to get reamed out for this oversight.

    As to how, they have an online chat service (which will have transcripts if you need them later):

    And social media (depressingly) gets pretty good results too: Facebook/Twitter the usual ones:

    Edit: Just be careful not to post any personally identifiable information in public social media, only case references if you have one.

  • Every call to amex is recorded, absolutely.

    They're lying if they say its not

    Even if you call, identify yourself and say nothing its recorded as well

  • +2 votes

    Don't you usually press Apply Travel Credit and it reduces the amount before you pay?
    There has never been a box to tick on the occasions I have used it.

    Usually AMEX are really good to deal with though in regard to fixing things.

  • Persist, escalate to a manager/ supervisor. They will pass you off, stick to your guns. Call back to someone else again etc. You should get the result you want. They changed the date of my credit expiry, and tried to deny it. I missed the expiry, even though it had been the old date for 3 years prior to that. Eventually got my way.

  • Was there a $ difference between the purchase price and your travel credit value?

  • Customer Relations Manager
    Executive Customer Care
    American Express Australia Limited
    GPO Box 1582
    SYDNEY NSW 2001
    Toll Free No: 1300 724 827
    Fax: (02) 9263 6084
    Email: [email protected]

  • Make a formal complaint, get a complaint reference number, tell them one last time to get it fixed for you in 1 business day and call you back when done. If no call , next thing is to make an offical complaint to Australian Financial Complaint Authority, consider job done.

  • I had a similar situation in a sense… I called to confirm travel credit expiration as I thought it was in April but the guy said for some reason it was in Nov and thought it was strange, so I left it for later. When I wanted to use the travel credit, it had expired and the new one reset. It took me about 2 months to resolve by me calling up a lot of times requesting to talk to staff and going back on my phone records stating I would follow this up all the way. I called several times to several different people to not alert the one person of all information to bend the situation to the companies liking. I started recording conversations I had with them (this was $400 worth…) I called up once asking if they record all conversations which they stated they did. I then called up another worker asking them to find the conversation I had with them about the worker stating when my credit expired but they played hardball and said we cant do that. I tried a few other methods like trying to get sympathy and stating my wife would kill me if I cant get this through, ect… I was just about to give up when out of the blue they called me, apologized and said they would credit it. They gave my account $395 credit to use towards my bill instead. They must of denied me about 5-7 times in the end… this was officially an oztrial!