Consumer complaint received 2019-11-09
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
Dates : Too many to count. Most recent one is from XXXX Amounts : Too many to count. Most recent is worth XXXX + XXXX ( pending upon payment ) worth of American Express Membership Rewards points. 

Complaint : Although I have had numerous different types of issues with American Express, the biggest issues that have come up time and time again have been with their Membership Rewards programs. In the past, I have been charged twice for the same program, having to talk with numerous agents, provide screenshots, etc. to prove that I was being inaccurately charged until finally an agent agreed with the company 's mistake and returned my money. 

However, in the most recent case ( this same incident occurred in the past, I wanted to cancel the annual {$90.00} rewards program with my CORPORATE card, leaving my personal card untouched ; my personal card comes with the rewards program for free. The purpose of this was so that I could continue to keep the program, as well as all the current and pending points that I have rightfully accrued. I ensured with 2 different agents, repeatedly ensuring that they do NOT make the same mistake again by cancelling the entire program for all my cards, yet they still made the " error ''. The 3rd agent I talked to has told me a ticket will have to be submitted to investigations before they could reverse or fix this issue over the next 30+ days ... in the past they reversed it within the next few minutes. 

At this point, i'm starting to suspect that this company is purposely making these " errors '' and causing such a long turnaround in hopes that customers like myself will forget about it because " it's not worth the hassle ''. Unfortunately for American Express, I have had too many frustrating issues AND I have already paid the {$90.00} to accrue the points I rightfully earned, only for them to take it away AFTER they have ensured that they will remain in tact. I have lost full confidence in this company, to the point of suspecting malicious practices such as the incident mentioned above. I would NOT have taken the action of cancelling the program if the 2 agents have not promised a certain outcome. However, not cancelling it would mean I would have to pay Amex {$90.00} annually for something I don't want. 

All the chat history is there, and if they have recorded phone conversations, the evidence is all there as well. They claim " human error '' repeatedly, but apparently takes over a month to not fix, but investigate a human error made in minutes. It makes no sense, I have already paid them money, and they have deleted my rightfully owned points in the process. This is outrageous and am ready take all the necessary steps to file further complaints on the next level as necessary. I am not a consumer who will be taken advantage of, especially due to malicious activities. 

Full chat histories are saved on Amex 's end, and phone history, if saved, should also be saved on their end. Other than the chat screenshots I can see on my end ( and I'll be glad to send further screenshots as necessary, if possible from what i'm able to access ) if necessary.

Company response to consumer: Closed with monetary relief