I am enjoying Amex charge card from last 4 +years and happy with everything, so thought to share the reasons and experiences.
1- First year it was free, of course to let us enjoy and cherry picking in cc market, which is the norm. Second and third year they waived 75%. Upon telephonic request on spot resolution, just taking the confirmation from senior. Although this time , they waived 100% of charge within flat 3 minutes.
I have happily paid 25% of Rs 4500 (+ service tax) per annum, which is against my blood being enjoying free cc whole life and staff discount , however I have to recover that in the form of points redemption. They pay 1000 points = rs 250 per month (I.e 3k per annum) in addition to normal points. Points redemption is very easy and transparent. Points can be used during purchase of any online shopping and through site /app against credit in cc.
2- No email I’d for general matters only separate till free nos. For each type of cards. Normally I have to call once in year for fee waiver except 2 disputes.