Consumer complaint received 2022-08-09
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/2022 Opened American Express Platinum XX/XX/2022 Submitted Hilton Honors membership number for the advertised Hilton Gold Benefit XX/XX/2022 Hilton Gold status did not post to my Hilton account XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution, spoke with XXXX XXXX XX/XX/2022 Contacted Hilton through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution, conference call with XXXX XXXX XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Charged {$690.00} Membership fee , I paid it in full XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay , no resolution XX/XX/2022 Contacted Amex through chat/phone regarding delay, no resolution XX/XX/2022 Case with XXXX XX/XX/2022 Supervisor XXXX XXXX reviewed XX/XX/2022 XXXX XXXX reviewed case XX/XX/2022 XXXX spoke with 1 hr Many more calls were made but the dates are not available. 

In the date range of XX/XX/2022 - XX/XX/2022 I called Amex 29 times. 

To date ( XX/XX/2022 ) Amex has consistently maintained that some " technical team '' is working on the issue and that the issue will be resolved in 3-5 business days. They have been saying this for a month now. 

During the period of XX/XX/2022 to XX/XX/2022 Amex consistently told me that they would call me within a 24-48 hour period. They never called me during this entire month long period and I had to constantly call Amex looking for an update over and over. 

On XX/XX/2022 I called Amex and was told that even though they acknowledge that they did not provide me with the advertised and promised Hilton benefit that they would not be compensating me. I spoke with the associate named XXXX. 

To be absolutely clear and summarize this. 

I paid {$690.00} for the membership fee for this card. I signed up with the understanding that I would be able to use ALL of the benefits provided by this card. Amex lied and did not provide me with the benefits of the card. They acknowledge that they did not provide the benefits of the card, and I even spoke with numerous reps that told me that compensation would be provided. There are chat recordings and phone recordings. Even with these admissions, Amex refuses to compensate me for their mistake. 

On top of all this, I have had to call Amex in total over 50 times during the XX/XX/2022 to XX/XX/2022 period. I have spent well over 24 hours on hold and speaking with Amex. The customer experience has been HORRIBLE. Amex keeps lying to me and saying that they will call me back and never do over the entire 2 month period.

Company response to consumer: Closed with non-monetary relief