Consumer complaint received 2019-04-13
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Advertising
Sub-issue: Changes in terms from what was offered or advertised

Complaint:
American Express has the following offer '' Spend $ XXXX, get XXXX Membership Rewards Points. Up to 2x XXXX XXXX XXXX XXXX for XXXX EXPIRES XX/XX/XXXX DETAILS Get XXXX additional Membership Rewards points by using your enrolled Card to make a single payment of $ XXXX towards your XXXX XXXX XXXX  XXXX for Business bill directly with XXXX XXXX XXXX by XX/XX/XXXX. Limit XXXX Membership Rewards point I activated the offer and then made 2 purchases with XXXX XXXX XXXX > {$170.00} - 1 purchase on XX/XX/XXXX and another on XX/XX/XXXX. 

Amex is now refusing to issue the bonus points saying that the merchant has been excluded from the campaign. The merchant for the campaign is XXXX XXXX XXXX, I paid XXXX XXXX XXXX. Now Amex is refusing to issue to bonus points as per the offer terms. 

See below for my chat transcripts with them regarding this issue : Hi XXXX, how can I help you today? 
Virtual Assistant - XXXX XXXX amex offer question You - XXXX XXXX  XXXX has joined the conversation Hi there XXXX - XXXX XXXX Sure, please go ahead with your question. 
XXXX - XXXX XXXX Hello, I have this offer on my account : Spend $ XXXX, get XXXX Membership Rewards Points. Up to 2x XXXX XXXX XXXX XXXX for Business You - XXXX XXXX  Please help me with the last 5 digits of the card on which offer is enrolled. 
XXXX - XXXX XXXX I spent > {$170.00} on XX/XX/XXXX and XXXX but I did not get an email saying that I used the offer like I usually do You - XXXX XXXX XXXX You - XXXX XXXX Can you tell me if the offer will be applied? 
You - XXXX XXXX I am working on it, requesting you to please stay online with me. 
XXXX - XXXX XXXX sure You - XXXX XXXX I am still working on it. 
XXXX - XXXX XXXX ok You - XXXX XXXX  Thank you for waiting. 
XXXX - XXXX XXXX Just to confirm, may I know what did you purchase? 
XXXX - XXXX XXXX It was to pay the cellular bill You - XXXX XXXX  Thank you for confirming XXXX - XXXX XXXX In this case, we need to check this directly with the merchant and a case is require to be opened. 

Will that be fine with you? 
XXXX - XXXX XXXX Ok You - XXXX XXXX Great! 
XXXX - XXXX XXXX I will raise an inquiry and you can reach us back within 5-7 business days to check the status XXXX - XXXX XXXX  can you just email me the outcome? 
You - XXXX XXXX XXXX You - XXXX XXXX I am sorry, the back end team will only update notes on the account. They do not send an email. 

So, you will need to chat back with us. 
XXXX - XXXX XXXX  ok You - XXXX XXXX XX/XX/XXXX I am following up on a case that was opened about a week ago where I was inquiring about the XXXX XXXX XXXX offer on my card ending in XXXX You - XXXX XXXX   XXXX has joined the conversation Greetings. My name is XXXX. I see that you are chatting regarding American Express Offer XXXX - XXXX XXXX  Sure, I'll be happy to check that for you .. 
XXXX - XXXX XXXX I am pulling up your account details now ... 
XXXX - XXXX XXXX Please confirm last five digits of the card that you are referring to. 
XXXX - XXXX XXXX Thanks You - XXXX XXXX XXXX You - XXXX XXXX  I got it XXXX - XXXX XXXX  Thank you! 
XXXX - XXXX XXXX Please allow me a moment While I check this for you .. 
XXXX - XXXX XXXX  I have checked the account details for you and I can see that on XXXX of XXXX, XXXX ... The backend team has replied on the case stating : " Were investigating this further with our data team. Well get back to you once we receive additional information '' XXXX - XXXX XXXX We appreciate you keeping such a close eye on your account! 
XXXX - XXXX XXXX Ok You - XXXX XXXX Do I need to check back again or will Amex let me know? 
You - XXXX XXXX Thanks so much for your understanding in this matter! 
XXXX - XXXX XXXX I am afraid to tell you that As backend Team is not customer facing, They can not notify it to you. 

However ... Feel free to get in touch with us anytime, we are available 24/7 to help you in checking the status. 
XXXX - XXXX XXXX when should I check back? 
You - XXXX XXXX XXXX probably, They should reply to the case within 2-3 Business days. 
XXXX - XXXX XXXX Ok. Thanks. 
You - XXXX XXXX Pleasure is all mine! 
XXXX - XXXX XXXX Do you have any other questions that I can help answer? 
XXXX - XXXX XXXX XX/XX/XXXX XXXX has joined the conversation Hi XXXX, could you provide a bit more detail so I can better assist you? 
XXXX - XXXX XXXX I am following up on the chat I had about a week ago on the status of the XXXX XXXX XXXX Amex offer You - XXXX XXXX  Sure, I'll quickly check this for you. 
XXXX - XXXX XXXX I met the transaction requirements but I did not get an email saying I redeemed the offer. The " back end '' team was supposed to be looking into it. 
You - XXXX XXXX Allow me a moment please. Let me check the details XXXX - XXXX XXXX I have checked with our Back end team and they have updated your account that investigation is not closed yet, and it is under processing XXXX - XXXX XXXX  Do you know when it will be done? This is the third time I have checked back on the direction of the Amex representative. 
You - XXXX XXXX I really apologize for any inconvenience caused to you with this. 
XXXX - XXXX XXXX  Actually it is usually close within 3-5 days, but in this offer they are still working and update your account with the outcome XXXX - XXXX XXXX I'll also request to escalate it. 
XXXX - XXXX XXXX from my end. 
XXXX - XXXX XXXX Thank you You - XXXX XXXX So that it can be closed sooner XXXX - XXXX XXXX You are most welcome. 
XXXX - XXXX XXXX I really appreciate your kind understanding on it. 
XXXX - XXXX XXXX Today Hi XXXX, please tell me in a few words how I can help you. 
Virtual Assistant - XXXX XXXX I am following up on the chat I had about a week ago on the status of the XXXX XXXX XXXX Amex offer You - XXXX XXXX  With Amex Offers, you can get statement credits or rewards when you spend. Just make sure to first add your personalized offers to your Card and then use the same Card for qualifying purchases. Although statement credits or rewards usually appear on your statement within two weeks of the transaction, it may take up to 90 days after the promotional period ends. 

You can view Terms and Conditions by going to the " Amex Offers & Benefits '' section, then clicking " Added to Card '' and then selecting the specific offer. View Offers Virtual Assistant - XXXX XXXX Was this helpful? 
Yes No Virtual Assistant - XXXX XXXX No You - XXXX XXXX Please wait a moment while I bring in a Customer Care Professional. 

To help you more quickly, please provide the following information about the offer : - Last 5 digits of Card used - Date of qualifying charge Virtual Assistant - XXXX XXXX XXXX has joined the conversation Hi Welcome to Live Chat. I see you have a question about offer I am happy to help you with this. 
XXXX - XXXX XXXX I met the transaction requirements but I did not get an email saying I redeemed the offer. The " back end '' team was supposed to be looking into it. 
You - XXXX XXXX Please confirm last 5 digit of your card that you are concerned. 
XXXX - XXXX XXXX XXXX You - XXXX XXXX Thank you for confirming. 
XXXX - XXXX XXXX Please allow me few minutes to check this. 
XXXX - XXXX XXXX I'm sorry to keep you waiting. I'll have the information for you very soon. 
XXXX - XXXX XXXX ok You - XXXX XXXX Thank you for waiting. 
XXXX - XXXX XXXX  Its showing the charge that you made showing ineligible for the offer. 
XXXX - XXXX XXXX This merchant has been excluded from the campaign because It is for XXXX products. 
XXXX - XXXX XXXX I don't know what that means You - XXXX XXXX I paid the wireless bill You - XXXX XXXX I do see the charge that you made at XXXX XXXX XXXX XXXX - XXXX XXXX Get XXXX additional Membership Rewards points by using your enrolled Card to make a single payment of $ XXXX towards your XXXX XXXX XXXX XXXX for Business bill directly with XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The charge is not showing made for XXXX XXXX XXXX XXXX for Business bill. 
XXXX - XXXX XXXX It was wireless You - XXXX XXXX it was XXXX XXXX XXXX XXXX - XXXX XXXX you just said you saw it You - XXXX XXXX  Was this for personal phone or Business? 
XXXX - XXXX XXXX business You - XXXX XXXX  Can you please help me with the XXXX XXXX XXXX link that you used to enroll your card to make this payment? 
XXXX - XXXX XXXX Its showing Offer valid for wireless bill pay for XXXX XXXX XXXX AutoPay and one-time payment only. In order to be eligible for the offer, you must enroll your Card and use that Card to pay your wireless bill or other service charges online directly with XXXX XXXX XXXX at att.com/smallbusiness or through the XXXX XXXX XXXX app. Your payments must be in the amount of {$170.00} or more in a single transaction and completed by XX/XX/XXXX. Purchases for equipment or prepaid, U-verse, web hosting, or wireless services that do not appear on your XXXX XXXX XXXX   wireless bill are excluded from this offer. Payments by phone, at retail locations or via third parties do not qualify. 
XXXX - XXXX XXXX i did all of that You - XXXX XXXX  I've checked the note about the escalation submitted about this offer however outcome not yet showing updated .. 
XXXX - XXXX XXXX  this has been nothing but a hassle You - XXXX XXXX Under the escalation its showing ... 
XXXX - XXXX XXXX  Were investigating this further with our data team. Well get back to you once we receive add initial information. 
XXXX - XXXX XXXX had i known amex was this incompetenet i would not have even done the offer You - XXXX XXXX its been over a month! 
You - XXXX XXXX you keep telling me to check back in a week! 
You - XXXX XXXX I Apologize for the inconvenience caused to you. 
XXXX - XXXX XXXX An offer eligibility is determined based on code used from merchant end to post the charge and based on code charge is showing ineligible for the offer. 
XXXX - XXXX XXXX Its showing that merchant have been excluded from the offer campaign because It is for XXXX products. 
XXXX - XXXX XXXX This is the reason an escalation was submitted from our end so that our team can re-verify it for you. 
XXXX - XXXX XXXX  Rest, I've double checked this and at our end charge is showing ineligible for the offer. 
XXXX - XXXX XXXX  I do not intend to rush you. I hope that we are still connected on this chat. 
XXXX - XXXX XXXX  This chat has been a waste of time You - XXXX XXXX just like the last 4 chats about this issue You - XXXX XXXX I don't know why I bother with chat. You people can't do anything to help the customer You - XXXX XXXX I really want to help you as best as possible.. 
XXXX - XXXX XXXX  Under such offer bonus is applied automatically once the offer criteria is met.. 
XXXX - XXXX XXXX Unfortunately we do not get an option to make any changes manually in it. 
XXXX - XXXX XXXX I'll just make a complaint with the CFPB. You're no help You - XXXX XXXX I will connect you with a Supervisor. 
XXXX - XXXX XXXX Shall I? 
XXXX - XXXX XXXX Can they do anything? 
You - XXXX XXXX No one so far has You - XXXX XXXX Manually supervisor will not be able to make any changes .I 've shared the correct information about offer based on charge eligibility. 
XXXX - XXXX XXXX I'm tired of wasting time chatting You - XXXX XXXX I have literally spent well over an hour chatting with people that keep telling me to " check back '' You - XXXX XXXX However if think that you've met the offer criteria then I can go ahead and submit an investigation for this issue. 
XXXX - XXXX XXXX XXXX, I totally understand your point in this regards. 
XXXX - XXXX XXXX Or I can just submit a complaint to the CFPB and let the government deal with it You - XXXX XXXX I'm really sorry. 
XXXX - XXXX XXXX I do not intend to rush you. I hope that we are still connected on this chat. 
XXXX - XXXX XXXX I am You - XXXX XXXX  Shall I connect you with a Supervisor? 
XXXX - XXXX XXXX Sure You - XXXX XXXX  XXXX has left the conversation XXXX has joined the conversation Hi! This is XXXX. Please allow me a few moments to review the chat history and account details for you XXXX - XXXX XXXX I'm very sorry for the inconvenience, I checked the details and I see that as per the offer terms the merchant is showing as excluded.. stating that ... 
XXXX - XXXX XXXX it is XXXX XXXX XXXX You - XXXX XXXX That is the merchant You - XXXX XXXX  that is the merchant that was paid You - XXXX XXXX that is the merchant for the offer You - XXXX XXXX This merchant has been excluded from the campaign because It is for XXXX products/N/A. However, if you believe that you made all the offer terms we'll certainly get this double checked with the help of the investigative team to ensure that the correct resolution was provided to you. 
XXXX - XXXX XXXX That is the exact same thing the other chat rep copied and pasted You - XXXX XXXX I've been dealing with this for well over a month You - XXXX XXXX  Your reps keep chatting and saying check back You - XXXX XXXX I understand your point and to validate your claim, we'll get this double checked with the help of our investigative team to ensure that accurate resolution is provided. And also, I'll send a request to the team so that they can get this checked on priority within 7-10 business days the investigation will be completed. 
XXXX - XXXX XXXX  I've heard that before too You - XXXX XXXX I'm submitting a complaint to the CFPB You - XXXX XXXX  I'm very sorry for this, I'm trying my best to help you and that is the reason I'll get this double checked by the dedicated team. ( Since as per the offer term it is showing as excluded or ineligible. However, we'll still go ahead and double checked this to validate the claim and ensure that an accurate resolution is provided as per the offer terms. ) XXXX - XXXX XXXX And will certainly request the investigative team to get this checked on high priority. 
XXXX - XXXX XXXX  I have also been told that before You - XXXX XXXX I'm just going to complain to the government via the CFPB, Maybe Amex will take them seriously. 
You - XXXX XXXX I understand, that is the reason I'll get this checked on priority with the help of the team. Once again very sorry for all the inconvenience and would request you to kindly allow us time to get this double checked. 
XXXX - XXXX XXXX I just submitted the complaint to them You - XXXX XXXX You have had multiple opportunities to make this right and have chosen not to. 
You - XXXX XXXX I'm very sorry for this, will also check the previous details and share necessary feedback. And also get this checked on priority for you. 
XXXX - XXXX XXXX

Company response to consumer: Closed with explanation