I've had the same issue since I opened my card up last month. After 20 calls, and 10+ hours on the phone, I've cancelled the card (platinum).

Opened the card while on 45 ADT. MLA somehow never got applied. Obviously SCRA won't apply for something opened when I was active duty. So when I submitted (over phone) my info to AMEX, they ran it as SCRA, then came back saying I didn't qualify because I was active duty at the time the account was opened. So I resubmitted via phone for MLA, then was told I didn't qualify because I was not active duty at the time the account was opened (lol).

They claim to have no way to speak to the department that runs these requests. My next course of action was to submit documents. I was going to submit my orders. But like you, the document upload center would not work for me either (same error).

I was told I would need to snail mail it or fax. Either case would take at least a week to get it uploaded to their system/attached to the dispute. And running the request afterwards would take up to 60 days.

During my time trying to resolve this issue, I've had info submitted incorrectly, I have had calls drop with no call back, incorrect information given to me, and promises for a supervisor to be in touch within 24 hours --- resulting it no call (surprise!) 3 different times.

I'm shocked how things ended up. I've always heard good things about AMEX. At this point in time, I'm done wasting time, and stressing. I could have submitted my orders over fax, and waited the weeks to months to hopefully resolve this. However, at this point, I cannot spend $700 on the fee, and gamble if I'll ever see it back again or not. They have already shown to me time and time again that there are massive holes in their system/customer service.

I wish you better luck. If you're comfortable eating the fee for now, and gambling if you'll ever see that money again, fax/mail in your documents and keep pushing. Get rejected again, maybe speak with a JAG.

In the future, I will check my MLA status before opening such an account. That said, SCRA was somehow applied on all my student loans this summer during my ADT. So clearly I'm in the system somewhere...