American Express — Customer Service and Company Not Giving Point Based Vouchers

Address:

Mumbai City, Maharashtra, 400064

Dear Lee, My name is Harsh Jhunjhunwala and I am a alumni of London Business School. At the outset I regret having to send across this email to you. I have been totally exhausted by the poor customer service from American Express and I am writing to you for your help. Please find below details of my compliant - After a lot of conversations and email exchanges I have been unable to get them to do a simple thing. I have been an active user of my American Express card since almost last 1 year. I have paid all my dues on time and never paid any interest costs. Sometime this August I made my bookings through American Express in South Africa. One of the bookings didnt go through and I was told by the hotel to speak with American Express about it. I spoke to American Express representative Ms. Sakshi Kharbanda on around 21st August. I was told that she would get back within 24-58 hours. She didnt get back on time. When i followed up I was rudely told that I had never placed such a request. When I asked for the call records, I was told that the call wasnt recorded and it was my duty to record the call. Based on this the hotel cancelled my honeymoon booking. I had to later rebook at a much higher cost. After this I placed a request to close my account. After several follow ups they agreed to close the card. I asked for the final bill amount. This once again took several email and follow ups on phone. On finally receiving the final bill - I paid the entire amount and was told over email that I had cleared my account payment. I had also placed a request to redeem my points in first week of September against airline vouchers. I have been repeatedly told that the airline vouchers would be sent but they have never come to me. I have had several email exchanges when I am being told that the vouchers would come in next 24-48 hours, I was also told over phone that a supervisor would contact me - which has never happened. I have sent dozens of emails for which I dont get responses ever on time. Curiously the person managing this entire conversation is the person who effected my honeymoon booking - Ms. Sakshi Kharbanda. Till now the airline fares have increased by over 50% as I am waiting for the vouchers to book for the holiday season. American Express and Ms. Sakshi Kharbanda are not at all worried about the customer.