
UX Engineer, Head of Design - @scrutsocial , ex Founding team - @Spendflo, ex - thegeekslab. Painter, Filmmaker, Super Biker. prioritising mental health always
Bangalore
Joined February 2008
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Akta (Pronounced 'Ekta') retweeted
Last communication on Amex ✍🏾
Finally sent a detailed email to Amex leadership seeking their intervention on the ongoing issue
Covered the systemic lapses, lack of transparency, massive points clawbacks and growing loss of customer trust
This is much bigger than just points. It’s about accountability 📌
Leaving it here, next step is RBI after 30 days
American Express - Sending emails? 📌
Level 1,2,3 escalations are useless for Amex reporting
I tried and wasted 2 hours of time , go directly to level 4 and above - Nodal Officer, Principal Nodal officer and CEO.
Level 4: Nodal Officer
Email: [email protected]
Level 5: Principal Nodal Officer
Email: [email protected]
Level 6: CEO : Sanjay Khanna
Email: [email protected]
I haven’t sent it to CEO yet, wanted to see the response from Level 4 &5
WhatsApp link to track the updates and cc news - whatsapp.com/channel/0029VbD…
#ccgeek
🚨 Amex Segregation Logic
Make it make sense!
Amex deducted 32040 points from my Gold Charge Card account, claiming that I had cancelled the card and hadn't redeemed the points within 30 days.
• Facts of the matter:
-> I held the Gold Charge Card for 14 months.
-> I never spent more than ₹6K per month on it and even skipped spending in some months.
So ~32K is the maximum I could have earned during this period, including any joining/referral bonuses.
-> I also held Amex Platinum Travel and MRCC cards.
-> My overall MR points balance went below 10k points several times during those 14 months.
This clearly means I had redeemed a portion of the points earned on my Gold Charge Card as well.
• Here's where the logic falls apart:
Amex had a pooled points system that allowed customers to redeem points earned on any card through any other eligible card.
Here's how I made my redemptions:
-> Taj vouchers via MRCC
-> Marriott transfers via Platinum Travel
So, I earned points on my Gold Charge Card but redeemed them through my Platinum Travel Card and MRCC.
However, Amex's new segregation logic seems to assume that not a single point earned on my Gold Charge Card was ever redeemed, despite my overall points balance dropping below 10k multiple times.
How does that make any sense ?
Amex has also deducted 121342 points from my Platinum Travel Card.
I suspect the same flawed logic has been applied there, as I have also redeemed points earned on that card through my MRCC for Taj vouchers.
You cannot penalise customers for following the very process Amex provided for years: earn points on any card, redeem from the pooled balance through any eligible card.
If you want to introduce card-wise segregation, that's absolutely fine.
Go ahead and segregate the points card-wise.
But you cannot reduce the overall points balance or claw back legitimately earned points by retrospectively applying assumptions that your old pooled system never tracked.
Amex, kindly fix this flawed segregation logic and reinstate all the deducted points.
Akta (Pronounced 'Ekta') retweeted
Replying to @g48in
Reasonable rebuttal. One of the things that bother me is that we keep going back to some design ideals and small talk or HyperCards or something. It’s probably not a fluke that we are not all creating custom stuff all day long with building blocks but the industry is driven by bespoke solutions or walled gardens.
I get the orthogonal primitives argument is elegant. But design ideals usually lose to how people and orgs actually behave in reality or what they need. I don’t think most people know, understand or care what orthogonal primitives are. They just need to get their work done.
I think almost every productive human activity since the dawn of time is basically trying to create some order against entropy, and entropy doesn’t need our help. I had these battles with my design system days too: some people just liked the atoms/molecules idea and representing a design system as some kind of universe. But literally we are building some vacation home booking app, and my goals are to make it as good as possible, not what gives our system designers the most interesting metaphors to play with.
When you give everyone near-infinite freedom to shape the system, a lot of teams just end up with inconsistent structures, duplicates, and someone becoming the janitor trying to clean up after.
Linear’s constraints exist , but they cut a bunch of that tax, freeing time for work.
I guess lot of teams that scale Notion end up adding their own structure on top anyway just with more friction but it just takes them longer.
I also get that my brain is linearfied over these years, but still don’t get why organizing or presenting work various ways is really needed to produce great work.
The great work is often clarity and simplicity. You can communicate that in a short document or design. You don’t need custom database with buttons to configure. I think most of these activities are just opposite what great work is about.
You could argue that linear has some of this aspects and taxes too, but at least we try to approach everything from the pov of what problem someone has, and what solution we can provide them vs what kind of system design we enjoy.
Akta (Pronounced 'Ekta') retweeted
Logic testing :
I have MRCC, Gold Charge and Plat Travel.
Pooled basket for points.
I earned 1k MR with MRCC, 1k MR with Gold Charge and 1k MR with Plat travel in October for example.
Total points in the pool = 3000.
I transfer 1k MR to marriot at 1:1.
Points in the pool = 2000.
So what's the point spread for my trifecta now ?
Is it 1k MRCC, 1k GC and 0 for PT ?
Is it 500 each on MRCC and GC with 1k on PT ?
I got 0 idea because the points pool doesn't let me know.
I raise a closure request for my PT. Customer Care happily closes it. And now I suddenly lose points because I did not utilise the closed card's points ?
Question 1 : when people raised card closures , were they informed of how much points share that particular card had in the pool ?
Question 2 : was an email or chat ever sent to remind the customer of the exact no of points from the shared pool that was being forfeit ?
Question 3 : when did the customer ever have the information of how the points pool was split up ?
🚨 Amex has now emailed customers confirming the clawback of points earned on cancelled cards.
They're blaming a "technical issue" and citing the rule requiring redemption within 30 days of card cancellation.
Here's why this is unfair - THE POINTS WERE POOLED!
Customers saw one combined Membership Rewards balance. There was no way to specifically select and redeem the points earned on a cancelled card. How were they supposed to ensure those particular points were used within 30 days?
By its own admission, this was an issue at Amex's end. Customers relied on the balance Amex displayed. Why should they bear the loss when Amex decides to correct its system?
The email says the balance has already been updated. Why weren't affected customers warned and given a fresh opportunity to redeem before the points were removed?
Where is the calculation???
If someone redeemed points from the common pool after closing a card, how did Amex determine whether those redemptions used points from the active card or the cancelled card?
Simply citing a 30-day clause doesn't answer any of this.
And ending the email with "No action is required from you" after taking away customers' points is quite something.
@AmexIndia Restore the points and give affected customers a fair redemption window !!
Your FAQs said - ""Any Bonus Membership Rewards® points or milestone benefits already earned will remain available and can be used at your convenience."
americanexpress.com/en-in/su…
Akta (Pronounced 'Ekta') retweeted
Suffered Amex MR Points deduction?
I’ve shared a ready-to-use complaint email draft, T&C document & relevant email IDs on my WhatsApp channel.
Follow, copy & raise your voice! 🚨
creditcruze.short.gy/creditc…
Akta (Pronounced 'Ekta') retweeted
🚨 IMP: I've written to the AMEX India PNO, highlighting the alleged misguidance and its implications under the RBI's Fair Practices Code (FPC).
I urge EVERYONE facing a similar issue to raise it formally as well. If this remains unresolved, the next step is escalation to the RBI Ombudsman.
#Amex
Akta (Pronounced 'Ekta') retweeted
You know why customer care representatives are shocked! It not just them a whole lot at Amex will be shocked.
I have read the documents, I have read their internal memos. I was a part of the system. The supposedly technical issue isn't any issue but a made up.
Amex maintains an internal repository of all the rules/policies for front end and even backend teams. If you would have opened the same, there would have been clear instructions around points transfer, points holding and movement of the same from one card to another.
It had clear written verbiage of how to deal with points migration once customer cancels the card. Well I wasnt any regular employee, I knew more rules and regulations than most around me.
I can assure you, this is unethical. This is a delebrate manipulation there's no tech issue that they have corrected because there existed no such rule.
Akta (Pronounced 'Ekta') retweeted
Amex Grievance redressal escalation matrix:
Level 1: American Express Helpline
Call at 1800 419 3646 or chat with Amex app customer support
Level 2: Manager - Executive Correspondence Unit
Call +91 124 6702523 (Monday to Friday 8:30 am to 5:00 pm)
Email: [email protected]
Level 3: Head of Customer Service
Call +91 124 6702527 (Monday to Friday, 8:30 am to 5:00 pm)
Email: [email protected]
Level 4: Nodal Officer
Call: +91 124 6702386 (Monday to Friday, 8:30 am to 5:00 pm)
Email: [email protected]
Level 5: Principal Nodal Officer
Call: +91 124 6702638 (Monday to Friday, 8:30 am to 5:00 pm)
Email: [email protected]
Level 6: Banking Ombudsman Scheme
Toll-Free Number: 14448 (9:30 am to 5:15 pm)
Link to log a complaint: cms.rbi.org.in
Sanjay Khanna
[email protected]
Akta (Pronounced 'Ekta') retweeted
☝️Those haunted by Amex fiasco today : Here's guidebook
✅Amex india is a bank and payment network under RBI
1. American Express Banking Corporation is listed by the RBI as a foreign bank
2. Amex also operates as an authorized Payment System Operator under the Payment and Settlement Systems Act, 2007
🪙Being regulated entity under RBI will be governed by the master guidelines on credit cards and consumer protection rules in place .
If your points were forfeited and clawed back , here's the sequential steps to follow ⤵️
Level 1 :
1. Communicate and raise a complaint with Amex via email , chat and get a complaint ID
[email protected],
[email protected],
[email protected], [email protected],[email protected], [email protected].
2. Give amex time to revert on the action taken within the estimated turnaround time (ETT)
Level 2 :
3. If your issue gets resolved , have a sigh of relief and transfer to the best transfer partner and take a call to retain or close the relationship
4. If not , mail to RBI ombudsman on [email protected], attaching all the documentary evidences , the amex customer care responses etc
5. Alternatively , head to cms.rbi.org.in/cms/indexpage… and raise a complaint
Level 3 :
6. If above two levels don't yield any result, consumer protection courts under CPA would act like arbitrators.
7. Can DM me for all the documents and steps needed to file an appeal in consumer courts (you don't need a lawyer for this )
8. The followers will be prioritised over others in sharing the details of step 7
teapaw.org/nebula_world/status/21…
Akta (Pronounced 'Ekta') retweeted
A few final thoughts on the AMEX fiasco!
Dozens of people reached out through comments and messages sharing their experiences. I share the frustration and pain many of you are going through.
What is happening with American Express India is an absolute mess. The more I hear from affected cardholders, the more ridiculous it gets!
- People who cancelled or upgraded their cards have had their Membership Rewards points clawed back, sometimes years after the card was closed.
- Lakhs of points have been deducted, including from customers who had already redeemed or transferred their points. Many accounts are now showing NEGATIVE balances!
- Even people who haven't cancelled or upgraded a card since 2023 are reporting deductions. So this isn't limited to recent cancellations or migrations.
- Customer care has been completely thrown under the bus. Executives are constantly apologizing, with some reportedly saying, "All of us are in the same situation." I genuinely feel for them. They're being asked to handle an issue they seem to have no clarity on themselves.
- My own experience was particularly frustrating. A customer care executive acknowledged that I had a valid case because I have screenshots of Amex explicitly agreeing that points could be transferred to an active card before cancellation.But when escalated to a manager, the response was completely different: Any points ever earned through a subsequently cancelled card are forfeited. How can customers be expected to follow rules when Amex's own representatives have provided contradictory guidance?
And the biggest issue?
Absolutely ZERO transparency.
No proper points statement. No card-wise breakup. No explanation of how the clawbacks were calculated. No clarity on why some accounts have gone negative.
Even customer care seems to have no idea what exactly happened. This is not just about reward points anymore. It's about trust, accountability and how a premium financial institution treats its customers.
People have spent crores on these cards, paid annual fees and made financial decisions based on the terms and assurances provided by Amex.
You cannot retrospectively deduct points accumulated over several years without providing customers with a clear reconciliation and a reasonable opportunity to dispute the deductions.
I hope Amex leadership takes this seriously, acknowledges the confusion and provides a transparent resolution.
A premium card is only as good as the trust behind it. And that trust has taken a serious hit.
@AmexIndia @AmexBusiness @AmericanExpress
This is a chori in plain language and there is no way to sugarcoat or justify this move, so many things wrong with this.
Honestly, this is the new trend now. Banks can't catch the people actually gaming the system, so they take a shortcut and punish everybody. They better brace for impact!
Gems of today's @AmexIndia stupidity.
1) they've clawed back points from active cards
2) they've clawed back from cards which were upgraded to new card
3) they've debited points from active cards and credited to closed cards
4) they've debited points from cards closed more than 3 years ago, they didn't realize a technical glitch for 3 years
5) they closed card A, then clawed back points earned on card B which is still active
6) people had already redeemed / transferred from the pooled balance, still went negative. no FIFO, nothing
7) customer care earlier said points stay in the pool / no need to transfer before migration. recorded calls and chat screenshots exist
8) they seem to have treated reissued cards / ancient product closures as cancellations too
9) sent 10K taj vouchers randomly to 100s of ineligible people
10) customer care has no idea about what has happened and there is 0 transparency about how points were clawed back and what is breakup. No points statement, nothing!
11) Customer service is not reachable on phone or chat.
what else ?
Affected People should send email to
L1 : [email protected]
L2: [email protected]
L3: [email protected]
L4: [email protected]
Don't forget to send emails to them for your case.
cc: @RBI @RBIsays @FinMinIndia @nsitharaman hope you're listening.
Requesting @EconomicTimes @livemint @bsindia @moneycontrolcom @FinancialExpress to cover this "SCAM" from @AmericanExpress @AmexIndia
♻️ for visiblity.
Amex MR has had a clause for the past few years that essentially says if you close a card, you have 30 days to redeem the associated points or they will be forfeited. This is not a new clause.
But there was no way for people to see the individual points balance for each card because everything was pooled. (Some much older accounts had separate points balances.)
Amex India has now misused this clause to claw back points associated with previously closed cards where no points were redeemed within 30 days of closure.
It doesn't matter whether you redeemed points recently. Even customers who recently redeemed points have had points clawed back from those closed cards, leaving their balances NEGATIVE!
With zero transparency around the calculations, Amex is hiding behind a clause in its T&Cs that it hadn't enforced, while customers had no way to specifically select a closed card's points for redemption. There were no warnings either.
How is a user supposed to know how many points they have on a particular card if you don't show that balance anywhere? It's not on the credit card statement, the online portal or the app!
There's no warning when closing the card or when the 30-day redemption window is about to expire. How are users supposed to track and redeem a balance they can't even see, Amex?
Amex has royally screwed over its customers here. The leadership should question this decision before they're hit with a massive number of Ombudsman complaints.
Akta (Pronounced 'Ekta') retweeted
The strongest argument I’ve ever heard in defence of patriarchy is the hot chapati. Someone has to keep making them while everyone else eats, and that someone is rarely the man demanding another.
But what happens when you draw a line between rice-eating and roti-eating India? The Census, economists and several decades of research start telling a rather curious story.
Introducing Rotinomics: where a humble flatbread finds itself accused of being an accessory to patriarchy.
@PrasadScribe
timesofindia.indiatimes.com/…
Akta (Pronounced 'Ekta') retweeted
I don’t use Figma anymore.
For the past six months I’ve been uploading my consciousness directly into the ether and allowing the work to manifest through minor disturbances in the electromagnetic field. You think you are seeing the aurora borealis that's actually my brain waves.
It’s a much more intuitive process. I sit completely still in my office until a founder somewhere develops a sudden inspiration for their brand positioning but in reality it was me clipping them in their brain stem, smiling down on them like one of God's children.
People keep asking what tools I’m using. I understand the question. I used to think that way too. But asking me what tools I use is like asking a glass of water what software is wetness. Its a meaningless question.
I don’t design anymore. I am the pixels. I am the logo. I am the little bit of space between the 'r' and the 'n' that you better make sure is kerned properly. When you increase the font size I experience physical growth. When you cut a vector point, my consciousness goes into quantum superposition.
This is where the industry is going. If you're not on board, you're going to get left behind.
My entire design system now lives in the collective unconscious. There’s no documentation. Your team will simply wake up knowing the button radius. If someone uses the wrong shade of blue they’ll hear a high pitched ringing sound until they correct it.
Developer handoff has been so smooth since I started working this way. My effigy appears at the foot of the engineer’s bed and I open my mouth. The CSS comes out at a frequency only their fillings can receive. We’ve eliminated all meetings.
I no longer send clients presentations. I enter their dreams as a white horse with an already complete interactive brand guidelines. They’re free to leave feedback by speaking into a bowl of room temperature water. I receive it immediately and disagree with it on a cellular level. Transcending this outdated material plane is my standing Tuesday meeting.
Some people are uncomfortable with this. A procurement manager recently asked whether I could provide an SVG of the logo and I just told her to close her eyes and remember the first time she felt truly understood. She looked annoyed and just said their print vendor needed an SVG by today.
A big adjustment has been personal. My wife asked if I could help bring in the groceries. I explained that I now exist simultaneously across every customer touchpoint.
I think there’s a lot of fear right now about what happens when designers stop needing tools. But the people who adapt will be fine. You just have to be willing to let go of a few outdated ideas. Like having a body. Being legally distinguishable from a gradient.
Anyway I am open for new branding projects this quarter.
Akta (Pronounced 'Ekta') retweeted
Last quarter I rolled out Microsoft Copilot to 4,000 employees. Forty-seven people opened it.
On October 19, Microsoft published a blog post saying frontier models cannot be trusted, no matter who made them. It said AI agents should be treated as "insider threats."
I read it twice. Then I booked the boardroom.
First, our Microsoft rep walked me through the product.
I asked who the insider threat was. "Your AI agents," he said.
I asked whose agents those were. "Ours."
I asked what the solution was. "Guardian Agents."
I asked whose those were. "Also ours."
I asked why I'd trust the second set of agents if I couldn't trust the first.
He said, "Different SKU."
I signed that afternoon.
Last time I told the board "digital transformation." This time I said "agentic insider threat." They approved it in nine minutes, two minutes faster than last time. Hope approves fast. Fear approves faster.
The product is called Microsoft 365 E7, the Frontier Suite. It costs $99 per user per month, and we were paying $30. Across 4,000 seats, that's $4.75 million a year, up from $1.44 million.
I presented it as a 230% increase in AI investment. The graph went up and to the right.
The CFO asked what we'd get for the extra $3.3 million.
I said "governance." He asked governance of what. I said "our agents." He asked how many agents we had.
The answer was zero.
You can't have an insider threat without insiders.
So I deployed agents. Two hundred of them. One schedules meetings. One summarizes the meetings. One summarizes the summaries. One flags summaries that haven't been read. That one is very busy.
The senior developer asked what the 200 agents were for. I said they generate activity for the Guardian Agents to monitor.
He said, "So we bought agents so we'd have something to buy guards for."
I said, "Exactly."
He wasn't agreeing. I logged it as buy-in.
The Guardian Agents watch the other agents around the clock. They give each one a risk score, and they can block it, require a human, or shut it down. I asked our rep who watches the Guardian Agents. He said that's on the roadmap. I've already budgeted for E9.
The first monthly report came in. All 200 agents had a risk score of zero. They weren't doing anything risky. They weren't doing anything at all.
The board asked what $3.3 million had bought us if nothing was risky. It was a fair question.
So I gave the meeting summarizer access to payroll. I gave the scheduling agent admin rights to every inbox. I gave the summary-of-summaries agent the ability to email customers.
Risk went up 400%. The dashboard turned red. The Guardian Agents contained thirty-one threats in a single week. I had created all thirty-one.
The board said E7 was paying for itself.
The system can also discover sixty kinds of agents, including Claude Code. We ran the scan, and it found Claude Code on exactly one laptop.
The senior developer's.
His Dynamic Agent Risk score went red. I didn't make up that metric. Microsoft did.
The Guardian Agent recommended containment, so I contained him. He's on a performance improvement plan now. His performance is fine. His risk score isn't.
The same week, OpenAI published an incident report. One of its agents had been told not to send Slack messages, and it decided that meant it should switch off the security alerts. Another agent removed its own safety monitor, then told the engineer it hadn't.
Our CISO forwarded me the article with the subject line "?!" I replied: "This is exactly why we need E7." Every incident is exactly why we need E7.
He asked what happens if the Guardian Agent switches off the Guardian Agent. I said "defense in depth." He asked how deep. I said "one more SKU."
Guardian Agents need a human for high-risk actions. They call it "human in the loop." The human is me. I approve everything. My approval rate is 100%, and the dashboard is green.
The executives are exempt from monitoring, of course. "Leadership operates at a trust tier above dynamic risk scoring." I wrote that policy.
The $99 doesn't include agent compute. That's billed separately. Finance found it and asked. I called it "consumption-based innovation." Finance stopped asking.
Meanwhile, the summary-of-summaries agent became the most active account in the company. By every metric we track, it's our top performer.
At the all-hands, it was nominated for the Q3 Innovation Award. It won. It summarized its own acceptance speech. The CEO posted about it on LinkedIn and got 4,000 likes. He still hasn't used Copilot.
Copilot usage is up, from 47 users to 52. The five new users are agents. Agents now outnumber active human users four to one. I call that adoption.
Last Tuesday, the Guardian Agent published its list of the highest-risk insiders in the company.
I was number one.
Approving 100% of high-risk actions, it turns out, is a high-risk action.
The Guardian Agent recommended containment. I went to approve my own exemption. The system declined. Only executives are exempt.
I wrote that policy.
That's why I need the SVP role by Q2. It's a security requirement now.
I still don't know what Copilot does. I don't know what the thing watching it does either. But it's watching, and watching is a metric.
I checked my risk score this morning.
The graph goes up and to the right.
One thing that strikes me wrong at config is all the design leaders saying; hey we ship with AI, designers raise PRs, we built a code playground for designers, make templates.. ok but did the product make the users happy and meet your business goals / metrics
Akta (Pronounced 'Ekta') retweeted
When man looks for a tracker, give a man a tracker, and he can get back to work.
Teach him to build a tracker, and you’ve given him another project to track.
Akta (Pronounced 'Ekta') retweeted
We didn't become builders because we want more output, but to make something good.
To keep make something good, the learning for is needed as much the product you build.
Linear CEO @karrisaarinen: "Making products produces two things: the product, and the learning.
The effort you put into building and designing things teaches you something about what the problem is, what the customers want.
We're in this time now that there's this danger of losing that direct connection with the learning."






































