Consumer complaint received 2023-11-07
Company: AMERICAN EXPRESS COMPANY
State: SC
Product: Credit 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:
I opened a XXXX XXXX American Express XXXX XXXX in XX/XX/2023 and have been using it since XX/XX/2023. I did not receive the XXXX earned from spending to my XXXX XXXX account when the bill cut on XXXX and I thought its a new card maybe it will catch up next month. Incidentally my wife opened the same card in XX/XX/2023 and has received all of her miles as advertised including the promotional miles on her first bill!, so she called American Express in XXXX with just a general question and the rep said the XXXX should post to my account within 48-72 hours. It didnt happen but again I decided to wait until the XXXX bill cut and when it did there was still no XXXX. We call American express and was advised they would post to my account in a day or two. About a week or so later I viewed the statement on my app and noticed American Express had not deposited my miles earned into the wrong XXXX XXXX account, and I have no idea where they got the account number from. I called American Express back and told them their mistake and gave them the correct XXXX account number and the rep assured me the miles would be in my account within 48-72, listen to the phone recordings! That didnt happen and and I called American Express back and the rep told me it was XXXX XXXX fault and i needed to calll them. I called XXXX and they said it was American Express. I called American Express back and they then state that the miles will be posted when my XXXX bill cuts on XXXX, and that did not happen either. I spent over three hours on the phone last night mostly with American Express, i think it was a total of 5 calls, and another call to XXXX who still assures me that American Express is holding my miles for some reason and to call back and ask for a manager and/or a patient advocate or compliance manager. When I called all i got was a supervisor and had to repeat this entire situation every single time! I eventually reached XXXX who was respectful but he knew the severity of the situation and we were disconnected and he never called back and I know he has my phone number. Calle American Express back and got XXXX who was rude seemed deceptive in her answers and stated there was no above her that could help me and that anybody else was going to tell me the same thing, listen to the recordings! Then we got XXXX who was respectful but again offered no help.After all the calls and explaining the mistakes American Express has made the reps XXXX and XXXX now state that under the agreement American Express has the right to hold XXXX for review for 8-12 weeks. This is not only misleading and deceptive in my case, but it is fraudulent because I never received any XXXX  because American Express initially put the miles in the wrong XXXX account for two months! Then when I made them aware of there mistake they put the hold on my XXXX going to the right account on XXXX and to date Ive had the card for almost 15 weeks and have never received the benefits advertised under the agreement. Again I never received any XXXX at all not spending miles or promotional miles and American Express places a hold on them eight weeks in to owning this card for another 8-12 weeks and now of course tells me my XXXX will post when the XXXX bill cuts. I know what the agreement says and I know that American Express has not abided by the terms of agreement in holding the XXXX beyond the 8-12 weeks, they are at fault for initially putting the XXXX in the wrong account, and they are definitely at fault for the misinformation from nearly ALL their representatives and direct lies from atleast three of them who stated my XXXX would be in my XXXX account by a certain date and were not. I need help immediately and the federal government needs to investigate immediately what American Express is doing with their customers. I should not have to advocate this hard for fair and just service as advertised by American Express, nor should the blame be continuously shifted to XXXX, nor should I spend three hours on the telephone in one night getting different answers or lies every time I call. If the XXXX dont post until XXXX that will be four total months of not being able to use the XXXX earned and that is a direct violation of the American Express advertised agreement nor should I have to pay a {$250.00} annual fee for a card that I cant use the earned benefits for an entire quarter of the year! This is fraudulent business practice!!!!!

Company response to consumer: Closed with explanation