Consumer complaint received 2022-08-11
Company: AMERICAN EXPRESS COMPANY
State: GA
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:
This is a follow-up report because American Express lied again. You responded to my previously complaint by saying that I declined the {$50.00} goodwill refund, but that was a bogus lie. I refused because I deserved more because I was financially injured by booking a $ XXXX trip on your platform in which you didn't conspicuously disclose that by booking a combo airline and fine hotel you would not receive the fine hotel credit. The XXXX XXXX showed up as a fine hotel on the AMEX travel platform thus, it negates any claim that this hotel was not a part of the promo and perks AMEX proudly promotes as a benefit to the XXXX Credit Card holders. If you refuse to accept this facts, go ahead and send the little {$50.00}, SEND MORE, SEND SOMETHING WORTH the INJURY, since you think it's acceptable for someone to purchase a trip at that price tag, plus be stranded at a hotel that you advertise as a FINE HOTEL when I could have stayed at other hotels and received my XXXX perks. SHAME ON YOU. SEND the REUND since you claim I declined. ALSO ADDRESS the fact that I passed from agent to agent for XXXX minutes on the phone! You've failed to mention that hassle as well. Certainly appreciated the thanks and customer service, American Express. GET THE FACTS CORRECT. 

Previous Complaint : American Express lied to me in this booking. I booked this package under the impression that I would receive XXXX  Card perks at the XXXX XXXX in XXXX XXXX. I was completely humiliated and embarrassed when I arrived to the XXXX XXXX  to first be told that I didn't book this reservation via AMEX but XXXX to second be told that they didn't ' have any AMEX card on file and that they didn't see any AMEX XXXX Card benefits associated with my reservation. I was completely dumbfounded by this error. AMEX completely embarrassed me and caused me to book a reservation unnecessarily with the benefits prominently advertised with the XXXX for staying at hotels under the XXXX XXXX. After back and forth, and little option of staying somewhere else, I had to succumb and stay at the XXXX  with no perks. AMEX robbed me of a decent stay and an enjoyable experience. I felt as though I lost $ XXXX in savings by staying at the XXXX with no perks when I could have stayed at a XXXX Property under my XXXX XXXX. As a result, I want AMEX to make me whole by this glitch and false advertisement. I called about this matter and after being run in circles with AMEX customer service, I was finally told a wild response that the perk was not eligible for bundle deals. HOWEVER, this caveat is not prominently disclosed anywhere on the website, on the payment page or XXXX XXXX XXXX associated with purchasing the package. Nowhere is this prominently displayed as much as the Perks associated with the XXXX Card for staying in the Fine Resorts or Hotel Collection. It is egregious that I waited and anticipated this trip after planning and waiting 2 months for this chaos and embarrassment to ensure. What's worse is the lack of access to AMEX customer service and a customer service agent with the wherewithal to assist me after being passed around from agent to agent for XXXX  minutes while being stranded in another city. This is unprofessional and ridiculous. Most importantly, this is false advertisement and as a result I have been financially harmed by your misrepresentation and false advertisement of the facts, per FTC and UDAAP regulation. In short, make me whole from this fiasco!!!!!

Company response to consumer: Closed with monetary relief