Consumer complaint received 2023-04-15
Company: AMERICAN EXPRESS COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I purchased a flight to XXXX XXXX with XXXX XXXX through American Express using a previous flight credit. 

Later on XX/XX/XXXX, I called American Express to cancel my flight to XXXX XXXX and was informed that my flight credit would be reinstated and had to be used by XX/XX/XXXX. Since I canceled the flight within 24 hours, the flight credit was to be reinstated, per The U.S. Department of Transportations 24-hour policy ( and as stated on the American Express website ). The customer service agent I spoke with informed me that he would process the cancellation and the credit would be reinstated within 24-48 hours. 

On XX/XX/XXXX, I called American Express to use my flight credit and was told there was an error processing the flight credit and that it would take 24-72 hours to process the credit. I was told that I would receive an email within 72 hours showing my full flight credit amount. 

However, on XX/XX/XXXX, I received an email from American Express stating that the issue with my flight credit would need to be escalated and that it would take 6-8 weeks. The email stated that American Express could issue me a {$500.00} immediate flight credit in lieu of escalating the issue or they could escalate the issue and it would take 6-8 weeks. The issue is that the total flight credit I was owed is totaling {$560.00} which is {$63.00} more than the {$500.00} offered by American Express. 

I responded to American Express on XX/XX/XXXX via email stating that I would take an {$800.00} immediate flight credit without the escalation or an immediate {$500.00} credit with the escalation. American Express responded the next day, on XX/XX/XXXX, stating that they had escalated the issue to their Platinum department without my consent and I would hear back within 6-8 weeks. 

On XX/XX/XXXX, I called American Express to discuss this issue. I ended up speaking with a member of the Retention Department who informed me that he would resolve this issue and get back to me via email within 24 hours. 

On XX/XX/XXXX, I had not heard back from American Express yet and called to receive any updates on this issue. I was connected to XXXX in the Retention Department. During this phone call, I was told that the flight credit was being investigated and had been escalated per company policy. XXXX said this would take approximately 6-8 weeks. He offered me an incentive that would provide XXXX bonus points if I spent {$10000.00} over the next 3 months on my Platinum Card. Of course, this is unacceptable. 

Several flight websites, including the XXXX XXXX website, show that flights will increase by approximately 20 % in 6-8 weeks which leaves me little to no time to plan my actual trip and leaves me paying more for a flight because of an error by American Express XXXX 

Unfortunately, after several calls with American Express and our email correspondence, its become clear that American Express will not reinstate my credit, will not provide a temporary provisional credit so I can utilize my flight credit, and is refusing to remedy an issue that they caused. At this point, it seems like American Express has stolen my flight credit and may reinstate it within 6-8 weeks in the future. Of course, I will have to rebook my flight through American Express in order to use the flight credit so American Express keeps the flight credit money either way. If they wait to reissue the flight credit, I will inevitably have to spend more on the flight ergo they will get more money from me. I do not understand how this is legal or allowed. 

I have been an American Express Platinum card member since XXXX and pay approximately $ XXXX to have 2 American Express Platinum cards . From my research and communications with friends/family/colleagues, this level of service for an annual fee credit card is beyond unacceptable.

Company response to consumer: Closed with monetary relief