Consumer complaint received 2018-10-31
Company: AMERICAN EXPRESS COMPANY
State: TX
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:
( All the information in this post is available in written form on the AMEX chat history in my account ) I owned an AMEX XXXX XXXX  card ending in XXXX. I received bonus points on that card based on a promotional offer run by AMEX. When AMEX launched a premium XXXX XXXX Aspire card ( ending in XXXX ), I applied for it and got it for an annual fee of {$450.00}. Since I had two XXXX cards, I contacted customer care to see if I could cancel the first card as I was getting all the benefits and better features with the new XXXX card ( XXXX ). I specifically asked XXXX, the customer care professional on XX/XX/2018 if I could cancel the card and that I had received the promotional bonus not long ago. He responded that there is no issue in canceling the less premium card ( XXXX ). So, he went ahead and canceled the card. On XX/XX/2018, I got a system generated email saying I was not eligible for the welcome bonus ( which I had already received earlier ) on card XXXX, and that I had abused the reward program. I contacted AMEX customer care ( XXXX ) on XX/XX/2018 and explained everything that had happened. He apologized for the miscommunication from their agent and opened up an investigation. He also said that he had forwarded the information to the supervisor. Nothing happened for the next two weeks, and I contacted AMEX customer care ( XXXX ) again on XX/XX/2018. XXXX told me that the investigation was closed as they did not find anything wrong, but also said this, " However, as you were provided incorrect information at the time of cancellation, I am re-opening the case accordingly so they can have that aspect of the scenario reviewed. '' On XX/XX/2018, I contacted the customer care ( XXXX ) again. His response was, " I've found that case and that was reopened on XX/XX/2018, I understand that your intention was just to be with American Express and you have been using our service past 2 years ... .You even have other American Express cards too. When you contacted us last time, rep has already escalated that matter, it hasn't closed yet because our dedicated team is still working on it. We never question on our customer 's loyalty. '' Fast forward to XX/XX/2018, I contacted the customer care ( XXXX ), and I was told that Amex has closed the investigation again. Now, what baffles me is how the investigation could be closed without any action when both AMEX and I have the chats in writing and there is clearly a written proof of one the AMEX agents giving me wrong/false information on behalf of AMEX. The card I closed ( XXXX ) was a zero annual fee card and I could have kept it all my life without any charge. If I was given the proper information that I would be penalized for closing that card, I would have had no reason to cancel it. If I can't trust a customer care professional to give me correct information, what is a customer supposed to do? Instead of correcting the error on AMEX ' part, AMEX is ignoring, blaming and humiliating a customer for doing what he was told by the AMEX customer care. Instead of looking into their own malpractice, and penalizing their own employee for propagating wrongful information, AMEX is harrasing a loyal and righteous customer. How is this supposed to be fair? What's even worse is that AMEX has blocked XXXX XXXX points and XXXX XXXX points that were issued to me on my statements on other credit cards, but were not transferred to me despite follow up for over a month now. Is this malpractice on part of AMEX or not? How in this world can any company call itself customer friendly when its actions are a disgrace to professionalism? I need an answer to why AMEX customer care misguided me and what has been done about it.

Company response to consumer: Closed with explanation