Consumer complaint received 2020-12-27
Company: AMERICAN EXPRESS COMPANY
State: IL
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:
On XX/XX/XXXX, I purchased {$180.00} in Groceries from XXXX, but Amex incorrectly categorized the transactions as " 1 % on other purchases '' rather than the promised 6 %. XXXX XXXX, employee # XXXX refused to adjust the rebate, and told me he spoke with his supervisor who also refused to correct the {$9.00} error. The transactions couldn't be more clear, and their description literally reads " XXXX  * XXXX  WA '' XX/XX/XXXX Chat transcript : XXXX has joined the conversation Hi, welcome to American Express Chat. I hope you and your loved ones are safe and healthy. 
XXXX - XXXXXXXX XXXX   please fix rewards category for XX/XX/XXXX charges thanks You - XXXX XXXX  Well the category are on changeable as the categories are decided and sent to us by the merchants We post the charge in same category as merchant sends us the details We are unable to make changes to categories but the merchant can make changes on their end XXXX  - XXXX XXXX  no idea what you're talking about.. I bought groceries please correct my rewards amount. 
You - XXXX XXXX  can you ask your supervisor to help you? 
You - XXXX XXXX  I understand this completely. Even the supervisor would be unable to make changes to Categories I see the charge has not yet been billed currently The rewards for this charge is yet to be calculated. Rewards would be calculated when next statement closes Please wait until the statement closes and if you see the incorrect rewards added for this charge we can investigate it XXXX  - XXXX XXXX  it already shows 1 % You - XXXX XXXX  please ask supervisor for help You - XXXX XXXX  Sure XXXX  - XXXX XXXX  Please allow me a moment while I check this. 
XXXX - XXXX XXXX  Thank you for your patience. 
XXXX - XXXX XXXX  I asked my Supervisor as well. We are unable to make changes to Categories as the categories are assigned by the merchants XXXX - XXXX PM can you please have your supervisor call me? 
You - XXXX XXXX  no idea why I waste my time with Amex customer service.. filing complaint with CFPB. 
You - XXXX XXXX  Can I have your name and employee #? 
You - XXXX XXXX My name is XXXX I am checking with my Supervisor again. 

Please bear with me XXXX - XXXX XXXX  what's your employee # or last name? 
You - XXXX XXXX  I need to identify you to CFPB You - XXXX XXXX  Sure. 

Employee ID is XXXX My last name is XXXX If you like I can connect you my Supervisor right now over the chat as well XXXX - XXXX XXXX  Just to confirm, are we still connected? 
XXXX  - XXXX XXXX  y You - XXXX XXXX  you were talking to your supervisor you claimed You - XXXX XXXX Yes. I was talking with him and he also told me that the rewards category can not be change XXXX  - XXXX XXXX  changed* XXXX - XXXX XXXX  And I asked you to have him call me You - XXXX XXXX  Sure, let me arrange a call back Please help me with your best contact number and best time to call you back XXXX  - XXXX XXXX  XXXX. Now You - XXXX XXXX  what is your supervisor 's name? 
You - XXXX XXXX  Since we are from chat profile, we do not have access to call immediately I can arrange a call back and one of the Supervisors would review and call you back in 24  working hours XXXX  - XXXX XXXX  His name if XXXX

Company response to consumer: Closed with explanation