American Express Personal Platinum Retention Call Results
As an extremely loyal American Express Platinum Card holder, I’ve had a few strange platinum retention calls. I don’t know if this one takes the cake but it annoyed me nonetheless.Generally, the goal of any retention call is to get the annual fee reduced to a point where you’re getting enough value to keep the card open or get some other incentive to stick with the card. Here’s a great resource with Retention Tips and Retention Call Outcomes from several banks.
Personally, I will get at least the $550 of value from my Platinum Card but I’d still like to see some additional retention offer since it’s a lot of money to outlay each year. For more information check out our Guide to Amex Personal Platinum Benefits, Guide to Membership Rewards and our American Express Program and Application Rules Guide.
I called the general number and informed the CSR that I was considering canceling because of the $550 annual fee and she said in no uncertain terms there is absolutely nothing they can do about the fee, it’s the only thing they’re not able to budge on. At this point, I’m wondering what the policy is? Are there new rules or are they instructed to essentially lie to customers at first? Because if I Google “AMEX platinum retention call” thousands of posts come up where people did get something off the fee or some other incentive to offset their annual fee. I let her know that I’ve heard a lot of stories about people who have gotten some kind of compensation for keeping the card and she said “again we simply cannot do that.”
At this point, I probably should have probably hung up and called back at this point but I thought this was pretty interesting so I wanted to follow it down. I asked her if they had a retention department that they could transfer me to and she obliged.
You can read about retention offers for the following Amex cards as well
- American Express Personal Platinum
- American Express Personal Platinum Delta card
- American Express Business Green
- My Strange Amex Platinum Retention Call. Was it a Success?
As per usual I was given a recitation on the AMEX perks, which you’d be surprised to know I pretty much always listen to in case I am able to find out something interesting that I didn’t know prior to the call.
The CSR informed me that they are generally only able to give one such offer per year and that the previous year I was given a $150 statement credit to help offset the annual fee. Well now this makes a ton more sense! I have had this situation before with Amex. They will basically only give me an incentive every other year. Has anyone been successful getting an offer in back to back years?
Verdict and Thoughts
I kept the account open, but not for the reasons you think. I actually left myself with no choice but to keep the card open since I waited till the last possible minute to make the call and hadn’t set myself up to cancel. I may not have been as inclined to keep the card open if I had set myself up properly as far as points and annual credits go.
So what’s the moral of the story?
**Politely** ask for the retention department right off the bat. Say something like “I was recently charged an Annual Fee and I would like to be transferred to the retention department to see if they can help me offset the fee rather than cancelling the card.” Also, make sure you don’t wait till the last minute so that you have some extra time to consider your options. A future post about keeping track of things and preparing yourself to cancel cards is in the works.