Consumer complaint received 2023-01-04
Company: AMERICAN EXPRESS COMPANY
State: CT
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:
I have a XXXX XXXX and XXXX XXXX credit card with American Express ( AMEX ). My XXXX XXXX credit card provides a bonus of XXXX XXXX XXXX XXXX  ( XXXX 's ) to be transferred to XXXX XXXX after the consumer has spent {$30000.00}. XXXX tracks all of this information and shows it on a grid within their app, so that the consumer can see what they need to reach their next XXXX status. At the beginning of XXXX I realized that my card spend on the app was being reported at {$34000.00} and this should have triggered my bonus XXXX 's to be transferred to XXXX XXXX. 
XXXX I called American Express to confirm that this information was accurate, because I didn't believe it was. The customer service agent I spoke with informed me that it was and I would be receiving my bonus XXXX 's, which I needed to push me to the next XXXX  status. I asked the agent to please confirm with someone, because again I questioned it. He did and then responded that he was correct. I asked him to document this on my account, which he did. ( I have asked for a copy of the note to be emailed to me and this was denied ) XXXX I noticed my XXXX XXXX were not transferred to my XXXX  account, and I called AMEX Customer Service XXXX Again I was told that I met my spending limit, but it could take up to 8-10 weeks for the transfer, and that it would be dated back to when I met my spend limit. 
XX/XX/XXXX - I called again to AMEX Customer Service and spoke with a Supervisor - He read the notes on my account and stated that I was misinformed. The spend limit is only for my XXXX XXXX card. I explained that if I had been given the correct information, I could have met that spend limit. Instead I had transferred some expenses to a different card for points. He understood and acknowledged that this was an error on AMEX 's side and that I was misinformed. He was escalating my case to a unit that deals with issues between AMEX and XXXX. 
XX/XX/XXXX - I followed up with AMEX and again spoke to a supervisor who told me that this unit denied my case. I explained why I was quite upset. I asked if I could speak with them directly and I was told no. She informed me that I was on a recorded line and that she would ask them to listen to the recording. 

It is documented in the notes on XX/XX/XXXX that I was told I had met my spend limit and would receive my bonus XXXX 's to be transferred to XXXX XXXX. American Express acknowledges this, but is not willing to correct their error and make me whole. AMEX has not reached out to me once either via email or phone to discuss this case. If I didn't keep calling back, I would have never known my case was denied. I believe this is because they know this is their error and are hoping I'll just go away. 
I consider myself a very fair person, and if this was my mistake I would own it, but its not. This mistake by AMEX cost me my next level of XXXX XXXX  status, and they need to own their error and transfer my XXXX XXXX 's dated back to the end of XXXX. I am so disappointed that a company with their reputation would treat myself or anyone else with such disrespect.

Company response to consumer: Closed with explanation