The quality of Amex in HK is shockingly bad especially when compared to the best ever service when in the UK
I only got the card a few months ago, completed a payment authorisation form from their site and was sent a letter saying everything is set up. I tried to make a payment after which was rejected and I got hit with a failed payment fee.
I called up customer services who said they would re imburse me the fee. A month later they hadn't and when i called again they had record of this so have to call again and explain again