Consumer complaint received 2023-01-03
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Please find below a copy of my email to Amex that describes what happened. 

De : XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  COMPLAINT - missing Hilton points XXXX Offices Dear Sir/Madam, I have been an Amex Hilton cardholder ( XXXX ) since XXXX at various levels. On XXXX XX/XX/XXXX, I upgraded my card to take advantage of the XXXX bonus offer I received in an email. I fulfilled the condition of spending {$3000.00} and earned XXXX. Because I reside overseas, I do not use the card often currently and I downgraded the card on XXXX XXXX. On XXXX XXXX, I realized that I did not get any Hilton points since the downgrade ; namely XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX totalling XXXX points. ( please see 3 attached statements. ) I called Amex from XXXX, XXXX on XXXX XXXX and spoke to numerous agents and spent well over an hour on the telephone. Finally, I spoke to XXXX XXXX XXXX XXXX ), a supervisor in XXXX, XXXX. I explained to her the issue and she said she was going to call me back that day or XXXX XXXX. I waited but she did not call. 

I contacted Amex again on XXXX XXXX XXXX XXXX time. I first spoke to XXXX XXXX from XXXX XXXX, Texas but she could not locate XXXX XXXX as there were no notes left in my account from XXXX XXXX conversation with her. She was able to put me through to XXXX XXXX after speaking to her supervisor. Unfortunately, I got the same answer that I would not be getting any points since the downgrade until I reach XXXX points by spending. 

My complaint is based on the following : XXXX ) this was never mentioned at the time of downgrade XXXX ) this is not stated on any of the XXXX statements ( XXXX, XXXX, XXXX ) where it says I EARNED the afore-mentioned points. 
XXXX ) had I not realized I was not getting any points XXXX XXXX, I would continue spending on the card since I received no email/communication in this regard. 
XXXX ) I am now told that the rule of not getting any points since the downgrade until I reach XXXX points by spending is applied not until 12 months since the upgrade, ie XXXX XX/XX/XXXX BUT indefinitely ( which of course leaves me with almost no Incentive to keep the card. ) Having been an Amex Hilton cardholder since XXXX with impeccable standing, I strongly feel I have been misled and that I am owed XXXX Hilton points based on my spending through XXXX XX/XX/XXXX. 

I asked all agents that I spoke to including XXXX XXXX and those on the chat support to which outside bureau I could turn if my complaint is not resolved satisfactorily. None of them could answer. I found out through XXXX search that I can submit a complaint to Consumer Financial Protection Bureau. I am surprised structured complaint handling is not in place at American Express. I sincerely hope that you will be able to intervene and resolve this complaint satisfactorily. 

Kind regards, XXXX XXXX

Company response to consumer: Closed with explanation