Consumer complaint received 2018-02-06
Company: AMERICAN EXPRESS COMPANY
State: NY
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 was approved for the Amex Gold Delta Skymiles ( " Gold '' ) and Amex Platinum Delta Skymiles ( " Platinum '' ) cards. The Gold card had a XXXX points bonus for spending {$3000.00} and the Platinum card had a XXXX points bonus for spending {$3000.00}, both within the first 3 months. The terms and conditions stated that the bonus would be awarded within 6 weeks of hitting the spend threshold. 

I hit the bonus threshold for the Gold card on XX/XX/XXXX and on XX/XX/XXXX for the Platinum card. I called American Express a couple of weeks after I had hit the bonus thresholds and they told me that if the bonus did not post automatically after 6 weeks from the date that I hit the threshold, I should call back and the points would be manually applied to my account immediately. Six weeks later, the bonuses had not posted to my account. 

I called American Express on XX/XX/XXXX and spoke to a manager named XXXX, Operator ID XXXX. XXXX told me that she saw that I should've been awarded both bonuses ( a total of XXXX points ) and that she was manually posting them to my account, and that I would see the point within 24-72 hours. The points never posted. 

On XX/XX/XXXX, I called American Express back and told them that the points never posted even though XXXX told me that they would post within 24-72 hours on XX/XX/XXXX. The manager that I spoke to said that there was nothing that she could do, and that I would have to just wait to see if the points would post by itself. I requested that she coordinate a call back from XXXX so that I can ask her why my points didn't post even though she told me that they would within 24-72 hours, and she said that she would reach out to her and that XXXX would call me back within 2-3 business days. XXXX never called me. 

On XX/XX/XXXX, I called American Express and again spoke to a supervisor requesting that my points be manually awarded. This supervisor again acknowledged that I should have been awarded the points, but said that " there was nothing that he could do about it. '' This supervisor also told me that I just need to be " patient '' and wait and see if the points post by itself and that there was nothing additional that he could do for me. I asked why XXXX had never called me back and he said that he didn't know and that he would put in another request that she call me. He assured me that this time, she would call me within 2-3 business days at the most and that he was also putting in a separate request that someone higher up at American Express would be calling me within 2-3 days as well to discuss the issue and offer a resolution. 

Today is XX/XX/XXXX and I have still not received the bonus points for either card and I have heard absolutely nothing from XXXX or anyone else at American Express. It's been over three months since I hit the spend threshold and over a month since I was told that the XXXX bonus points would be manually added to my account. Regular representatives and supervisors at American Express are refusing to assist me, offer no explanation, and have essentially told me to jump in a lake even though they've all acknowledged that I should have received the bonus. 

American Express ' actions have been dishonest, unethical and they have expressly breached the terms of the card agreement that I entered into with them when I applied for the card. I have spent over 6 hours on the phone with American Express trying to resolve this in a calm and peaceful manner to no avail. I respectfully request that the CFPB reach out to American Express on my behalf to request that they correct this injustice and award me the bonus points that I deserve. 

Thank You

Company response to consumer: Closed with monetary relief