I’ve been a loyal Amex customer for years, but my recent experience has been deeply disappointing. I was charged a $325 annual membership fee even though I had clearly told customer service I couldn’t proceed with renewing my card until they resolved a promised $100 credit on my corporate card, which I also hold with Amex. They acknowledged that the promised callback never happened, yet still refused a refund, claiming I missed the 30-day window. The only reason I missed it was because they didn’t follow through. To make things worse, their support team repeatedly denied prior conversations, offered no way to email documentation, and seemed to have no internal tracking of previous interactions. I had to go through the CFPB just to get a response, and even then, they admitted fault but refused to take responsibility. This process has been frustrating, unprofessional, and opaque. For a company that markets itself on premium service, Amex failed to act with basic accountability. If you're considering their products, especially premium cards, be aware that their customer service and complaint handling are nowhere near what they promise.