I have been a loyal customer of American Express for years, always paying on time, borrowing frequently, and being, by all accounts, the ideal customer. The service seemed exceptional—until I needed minor assistance.Last year, I was tricked into a Lime Bikes membership subscription (biggest scammer ever) I couldn’t cancel through Lime. It was a small monthly amount, but paying for something I didn’t use was frustrating. Lime failed to help me, so I turned to American Express, expecting better. Despite contacting them five times and being assured each time that the issue was resolved, the charges continued. This showed complete inefficiency on their part. Their customer service is trained to give an illusion of care, but the reality falls short.More recently, I purchased an app from Apple for £89.99. The app didn’t work as advertised, so I immediately requested a refund. Apple denied it with no explanation, no appeals process, and no way to communicate further—a completely unacceptable, authoritarian response. Again, I turned to American Express, expecting them to stand by their customers. I was naïve. Initially, the customer service representative claimed they would handle it. Later, I was asked to submit written proof of my reason for requesting a refund, even though I had already explained everything over the phone. Their processes are disjointed, and they say one thing only to contradict it later in an email.In the end, I may have lost £89, but American Express has lost a loyal customer who spent thousands annually. Your lack of respect and support for the very customers who bring you vast profits is shameful. I will make sure others are aware of how little you truly care. Goodbye, American Express.
