Amex have messed up big time my Upgrade from Gold to Platinum

thesaver79

This is going to be more of a rant than anything else...

1) It took them 10 days to process the upgrade. I understand that they say it can take up to 10 days, but I was fairly disappointed that there was no way they could expedite it, considering it was an upgrade to an expensive, Platinum card.
2) I had applied for a supplementary card for my Gold card before I upgraded to Platinum and they got the name of the supplementary card holder wrong on the card. I failed to report it before I applied for the upgrade and they issued the platinum supplementary card with the same wrong name despite me being extra careful and double checking that the name was correct on the upgrade application form.
3) I called to sort out this misspelled name issue and they reassured that they fixed it and that the Platinum Supplementary Card would be sent out with the right name.
4) The above didn't actually happen and they had to issue a new supplementary card.
5) Because of the above I got charged a supplementary card fee, which I had to ask to get refunded.
6) I received the Priority Pass for the supplementary card holder with the wrong name and had to call Amex to sort it out.
7) I received a call from Priority Pass to tell me they couldn't issue the replacement PP card because Amex failed to contact them (which they actually did whilst I was on the phone with them).
8) I had to call Amex again to report the above and I've now ended up with two Priority Pass cards for the supplementary card holder, in addition to the one with the wrong name.
9) They never issued the actual Platinum Card for me and I only found out when I called to complain I hadn't received it. So they had to issue one and now I can't use my Gold Card anymore because transactions get declined. I was always under the impression (and they reassured it was the case) that my Gold Card would keep working at least until I'd receive the Platinum one.
10) The day my application was approved (12 Jan) I enrolled for the Marco Polo Gold card. I have a confirmation email to prove that. 8 days after the enrolment I called Amex to get an update (I tried to retrieve my CX details via the forgot username functionality on the CX site) and they told me they never received my enrolment. They asked me to enrol again.
11) I've asked Amex to expedite my Marco Polo enrolment to make up for the fault on their side, but they are not being helpful or proactive enough. Still I don't appear to be registered with Marco Polo.

In this whole madness, I complained so many times that they've raised a formal complaint. I hope I will get some sort of compensation for all the inconvenience, the number of calls I've had to make and secure messages I've had to sent. Before 7) happened, I asked for a gesture of goodwill via secure message and I was offered 5,000 MR. Whilst I thought it was fair at that time, after the additional hassle I want more.

Has anyone ever experienced such a messy situation?

zerog

For some reason despite Amex being generally a good card provider, they have really shoddy IT.

I would be asking them to reduce the card fee to £225 for the first year, or to give me an extra 45000 MR in addition to any bonuses.

Though the best I've done is getting 3000 MR for their email help centre telling me that a certain phone line was open until 8pm when it closed at 5pm