More me being petty over something that I'll admit was my fault. I have a no annual fee card with them that I got in 2005 shortly after I got out of college and was what I put everything on and paid off each month for years, but once I got married, my wife wasn't too keen on doing that, so we did what most do and use our debit cards. I was finally able to convince her to start doing this and we went with the Sapphire Reserve and have really liked it.
I still have the card and it's what I use for my monthly stuff that I pay for out of a bit of money I have deposited into my account each month (she has hers) that is my "fun money" where she doesn't question my stupid purchases, nor do I question hers. It may not be what you do, but it works for us. Anyway, I put about $50 on it in November as well as her Christmas present, and when I logged into the account today to move money from savings for my property taxes (yay!), I was like "crap, that's due today" and paid it off. Well, it was due yesterday and they hit me with a $30 late fee. I called to see if they could wave the late fee given I've never had a late or missed payment in almost 19 years of having the card and I made the payment the next day, and 3 different people basically told me they couldn't do anything.
Customer service means a lot to me, and I now know where I stand with them. Almost 2 decades of doing everything right while trusting them with my liquid savings means nothing to them and has bought zero leeway, so I am going to move my money elsewhere and most likely cancel the card. What sucks is I had been thinking about cancelling the Reserve and going with the AE Gold given our travel now is mainly done in a minivan (3 kids 10 and under) and we spend a whole lot on groceries each month, but that is not going to happen.
Again, it's petty and my fault, but you'd think they'd look at see this was an honest mistake and I'm not some habitual person who calls multiple times a year. This is actually the first time I have ever been late on a payment of any kind.
Flame on