Consumer complaint received 2021-02-09
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
In XX/XX/XXXX, I applied for and was approved for a Hilton Honors Surpass card from America Express ( " AmEx '' XXXX. Per product materials, the card was supposed to be delivered to me in a week from approval. I was initally approved on XX/XX/XXXX. The card comes with a signup incentive bonus of XXXX Hilton rewards points if the cardholder spends {$2000.00} within 3 months from the date the card is approved. 

In XXXX, with the card having never shown up, I contacted AmEx to request a card replacement as the original never arrived in my mailbox. Upon actually receiving the replacment card and confirming/activating it with AmEx XXXX nearly one month after the initial approval, on XX/XX/XXXX ), I spoke with an AmEx representative about the reward points offer and they were ( at that time, at least ) understanding that the {$2000.00} spend threshold would be difficult to hit given that ( a ) lockdowns in New York would prevent me from being able to use the card as often as I otherwise would and ( b ) the fact that I received the card a month late due to delivery issues ( no fault of my own ) makes this entirely practical. I was assured at the time by the representative I spoke with that I would receive an " extra few weeks '' ( through XX/XX/XXXX or XXXX, XXXX ) to spend the {$2000.00} threshold for the rewards points. Satisfied with the response on this issue, I used the card as instructed. 

Unfortunately what the first representative told me was false. Assuming rewards points simply take time to be placed into an account, I waited until XX/XX/XXXX to call AmEx to check on this. For the avoidance of doubt, I did check my historical spending on the card per the AmEx account site and confirmed that more than {$2000.00} was spent even before the first week of XXXX ended. 

I called an AmEx representative to check on this discrepancy between what I was told and what actually happened - this second call was on XX/XX/XXXX. During this call I outlined the issue above and was told that they would " look into it '' as they do not have " record on my account '' of that conversation with the first representative. I was told to call back in 10 days. 

Today ( XX/XX/XXXX ), I called to follow up on the above as I was instructed for a third call with AmEx. I was told again that there is no " record on my account '' of that discussion point that was represented to me in the first call ( back in XXXX XXXX, and that an " investigation '' had been completed and that no rewards points would be given as I did not spend {$2000.00} within 3 months of the initial account opening ( for clarity, I did spend that much within 3 months of actually receiving the card, and as was represented on the first customer service call above, therefore qualified for the signup rewards bonus ). This last representative declined to provide any details on the purported " investigation '' and said I could not speak with another department closer to the investigation and decision process. They did acknowledge that customer calls are all recorded, but would not tell me if anyone at AmEx checked the recording of the first customer service call at the root of this issue. 

In conclusion, I was lied to by AmEx with respect to the timing in which rewards benefits could be earned. Had they not misrepresented this, I would not have kept the card, nor paid the annual membership fee on the card, nor used the card for any transactions allowing AmEx to earn merchant discount fees from me.

Company response to consumer: Closed with explanation