Consumer complaint received 2018-04-11
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This is a complaint against American Express company regard {$200.00} credited on my statement on XX/XX/XXXX, and then reversed the same amount a month later on XX/XX/XXXX. I opened my American Express Gold Premium Rewards on XX/XX/XXXX, with no fee to pay for the first year. The renewal arrived on XX/XX/XXXX. 

Here what happened : On XX/XX/XXXX, American Express credited my card with {$200.00}. The item on my statement says it was for " product anniversary. '' Not sure what product anniversary means, I contacted American Express customer service to ask why they credited {$200.00} on my account. I thought it was fair to check that it was not a mistake from them before going and spend the money. 

I used the customer service chat system on American Express website, and I chatted with a representative, who confirmed that the {$200.00} were a " product anniversary. '' So, that money is for me after all. 

I interpreted this {$200.00} as a comp of the comings annual fee for the second year. Some marketing strategy to keep me on board for one more year. In fact, a month later, on XX/XX/XXXX, the yearly renewal membership fee of {$190.00} is charged. 

I need to add that during XX/XX/XXXX, I was still considering if keep my American Express for the second year or to leave it. Obviously, receiving the {$200.00} made up my mind, and I kept my AmEx for one more year since the annual renewal membership fee was waived by the {$200.00}. 

Unfortunately, on XX/XX/XXXX, American Express decided to reverse the {$200.00}, showing this in my statement : " statement credit reversal. '' I immediately contacted the customer service through the chat system. I got just confusing information about an alleged mistake when they credited the {$200.00}, which is in contrast with what the first representative, a month before, told me when I tried to understand why I was receiving the {$200.00} in the first place. 

Not satisfied with the chat representative, a few days later I called American Express call center to have better information regarding the credit reversal. This time the representative after having heard my story concluded that I would have received the {$200.00} back, and apologized. 

Weeks went on, and I didn't see any {$200.00} back in my statement. During XX/XX/XXXX I called American Express again. This time the representative transfer the call to his advisor. He made clear, and sometime during the conversation, in rude and aggressive tone, that I was not going to receive the {$200.00} back. 

In conclusion, I think that the situation seems to be almost fraudulent. I receive a bonus of {$200.00} from American Express, a month before my renewal deadline. 
Because of that, I decide to renew for the second year paying {$190.00}, using the {$200.00} they gave me. 
And just a few days after the renewal they take the {$200.00} back, claiming that was a simple mistake. 

Something is wrong.

Company response to consumer: Closed with monetary relief