Amex declined my request to downgrade from BA Premium Plus to BA Classic

Gulpiyuri

I was just prevented to downgrade by Amex BA Premium Plus. The Amex agent asked for the reasons for my downgrade request, being these the new card fee of £250 plus the lesser options to use my pending 3 companion vouchers due to less travel. My maths showed that I am better off with the Classic Amex BA card.

The agent stated that "I would keep my pending companion vouchers when downgrading" but that "I could not benefit from the welcome bonus for the Classic Amex BA". Fine by me. But then the agent said that she could not offer me the downgrade and that I had to apply for the Classic Amex BA on my own terms. If getting that card and close then the Premium Plus, I would lose my 3 companion vouchers though.

She did not provide any reason for my question of why the downgrade was not possible. I doubt that it is related to my credit score as mine has been really solid over the years and also Amex is often increasing my card limits. Forcing a customer to stick to a paid product when there is a chance to downgrade does not seem a great practice and I raise a complaint through the agent.

Am I missing something here? Has anyone been declined a downgrade before? Judging by other posts and blogs on the internet, this seems to be a pretty straightforward process.

[Deleted User]

Gulpiyuri said:

She did not provide any reason for my question of why the downgrade was not possible. I doubt that it is related to my credit score as mine has been really solid over the years and also Amex is often increasing my card limits. 

Nothing is ever related to your credit score. However, it could be to do with how you've managed this or other credit accounts. 

But there's no requirement for them to allow upgrades or downgrades so it may just be internal policy.

Marchitiello

When I upgraded recently over the phone, again strange application as there was apparently no facility to do so by the standard agent and he had to call a supervisor/manager to deal with it, I was clearly told that my original product (standard BA Amex) may not have been available for me in the future to downgrade to.  This may be some further restriction after they tried to stop people churning Amex for sign up bonuses .. 

also, I noticed in few interactions since the COVID crisis, that the usual sleek Amex operations and customer service (I have been a member since 2002) is no longer there: had to chase my business preferred card sign up bonus for a while, was charged the wrong card fee (£250 instead of the old £195 I was still due to be charged) etc..

finally, even though there is plenty of evidence of many previous customers getting. 6000 Avios, unofficial, upgrade bonus, I never got anything and on questioning this I was told there is nothing they can do.. 

Gulpiyuri

Deleted_User said:

Gulpiyuri said:

She did not provide any reason for my question of why the downgrade was not possible. I doubt that it is related to my credit score as mine has been really solid over the years and also Amex is often increasing my card limits. 

Nothing is ever related to your credit score. However, it could be to do with how you've managed this or other credit accounts. 

But there's no requirement for them to allow upgrades or downgrades so it may just be internal policy.

The interesting bit here is that the Amex letter from June [announcing the annual fee increase from £195 to £250] states the following under the "Opting Out" section:

"Alternatively, please keep in mind that we offer a range of other Cards with different rewards, features and membership fees including our British Airways American Express Credit Card that has no annual Cardmembership fee, you can find out more at americanexpress.co.uk"

None of the above options was offered to me on the call, despite I asked for alternatives. As far as I know, no other changes in terms were introduced since, or at least these were not communicated via email/post.

Thus I can either stick to a product with a hefty fee that is not suitable for me any longer or close my current Amex card and look from scratch for another credit card - Amex or not. 

[Deleted User]

They offer other products, but they're not required to offer them to any given customer.

Gulpiyuri

Deleted_User said:

They offer other products, but they're not required to offer them to any given customer.

Fair enough. Then they should change their literature on the said letter above.

Nick_C

Unfortunately, the BAPP Amex has been subject to widespread abuse.  

Many people get the free card, spend just under £10k, upgrade to the paid card, get the 2-4-1 voucher, then downgrade again and get most of the fee refunded.

Seems reasonable that Amex are no longer prepared to tolerate this.

Apply online for the free BA Amex.  If you are accepted, your BAPP account will simply convert to the free account with its own terms, and a new card will be issued.

If you have not been abusing Amex's generosity, they will almost certainly issue you with the free card this way.

You will not lose any 2-4-1 vouchers that are already sitting in your BA account.

Gulpiyuri

Nick_C said:

Apply online for the free BA Amex.  If you are accepted, your BAPP account will simply convert to the free account with its own terms, and a new card will be issued.

Thanks Nick - This is not what the customer support told me though, as they claimed I cannot convert the BAPP into the free BA one. I have to apply for the latter as if I was a new Amex member and close the BAPP if granted the free BA.

Also, there is no abuse on my side for the BAPP. I had it for four years now and I am happy to forgo any potential welcome bonus to the new card as initially suggested by their customer support.