Consumer complaint received 2018-04-09
Company: AMERICAN EXPRESS COMPANY
State: PA
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:
On XX/XX/XXXX, I received an email saying that if I add an authorized user to my American Express SPG personal credit card and spend {$1000.00} within 3 months of account opening, I will receive XXXX SPG points. I can add up to 4 authorized users. So I added 4 authorized users to my account. Then I received emails from AMEX suggesting I have to register my authorized user 's date of birth and ID information by a certain deadline or the authorized user 's card will be canceled. So I added my authorized user 's personal info before the deadline. However, 3 of my authorized users ' cards are still canceled at the beginning of XX/XX/XXXX. I called AMEX. The representative told me that the cards were canceled because of their system 's glitch and she was able to re-activate those cards. While 2 of my authorized user 's award points are still pending, she started a case in their system to initiate an investigation for the points. She told me if I met the spending requirement, they would give me the bonus points within 2 months. On early XX/XX/XXXX, I called Amex as it has been more than 2 months since they initiated the investigation. The representative told me they still haven't drawn any conclusion about the investigation and it's better to wait. So I waited one more month and called back in early XX/XX/XXXX. I was first told that still they haven't drawn any conclusions yet. Then I told the representative that the case has been too long, they should have conclusions. She then checked the case one more time and said I can't get the bonus as my authorized users haven't met the spending requirement ( one of the user was ~880 usd spending and the orther was ~900 usd soending ). I'm pretty sure my authorized users spent way more than the required amount within 3 months of account opening. I asked if I could be transfered to the supervisor to appeal about the case. I was refused to be transfered and she said I can only appeal through her and they will give me the result within another 2 months, or if I don't want to wait, she can give me XXXX points instead of XXXX points to close the case. I was really mad and I said I will submit a compaint in Amex system and I hope her supervisor could call me. The representative then said no one will call me, my only 2 options would still be XXXX points or another 2 months of waiting. I then said I would close my account as this experience was sooo disappointing. She then said she can give me XXXX points and her supervisor will call me. When I hanged up my phone and got the change to check my authorized users ' bill. I found definitely they made a big mistake during their internal investigation as they only checked the bill within 1 month of account opening. The number of my authorized users ' spending they reported to me perfectly matched only the first statement. The term should be 3 months after account approval. And the most disappointing thing is until now, early XX/XX/XXXX, I didn't receive any call from their supervisor to say a verbal sorry and explain the situation to me as the representative promised me online, nor did I received the bonus points. Actually, until now, I didn't receive any verbal sorry from any of the representatives. I paid the annual fee to get the best service, not to ruin my mood!

Company response to consumer: Closed with explanation