u/Worldly_Wishbone2130

I submitted a complaint for what I thought was a simple issue - basically they botched making a change to my direct debit. They acknowledged the complaint, so I know it's not been lost in the post, but haven't provided a response in 6 weeks.

Is this experience normal for people who've dealt with the complaints team?

I'm new to amex but expected better, especially for the gold card which has a hefty fee and is marketed as a premium service. Not just the wait but in 2026 still having to fill in a form for manual review (to change the DD) and sending a letter in the post to complain.

Currently waiting for the FOS deadline so I can escalate it. Then I'll close the account.

I have a dispute with a credit card provider about my direct debit. Basically they botched a change I requested to my direct debit.

Question is whether this falls under the shorter 15 day time limit, which FOS has for certain complaints including "payment services such as bank transfers or direct debits"? The agent I spoke to insisted the time limit is 8 weeks which it usually is. But they seemed to be reading a script.