Consumer complaint received 2017-01-08
Company: AMERICAN EXPRESS COMPANY
State: WA
Product: Credit card
Issue: Rewards

Complaint:
The American Express XXXX co-branded credit card advertises XXXX points/dollar on spend at XXXX hotels, and XXXX point/dollar on all other purchases. I have used the card several times at XXXX XXXX, XXXX, and XXXX, in the US and overseas. These are XXXX brands, so I expect XXXX points/dollar for those purchases, as American Express promises on their website. I have found that I stopped receiving XXXX points/dollar at XXXX XXXX XXXX after XXXX XXXX, though I did receive XXXX points/dollar at this hotel on my XX/XX/XXXX statement. I have also not received XXXX points/dollar at the XXXX in XXXX XXXX and XXXX NY XXXX XXXX in some cases ( though these are XXXX hotels ), but I have received these points in other cases - it is unclear why Amex is awarding XXXX points/dollar in some cases ( as they should ), but only XXXX points/dollar in other cases. 

I have noticed the error of missing bonus points on multiple statements ( screenshots attached - errors are in statements for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ), and I have called or had an online chat with American Express a couple of times XX/XX/XXXX to point this out. In all except the XX/XX/XXXX case, they agreed that the points should have been applied, gave me the bonus points I was owed within a few days, and told me that they would fix the underlying error so that I would n't have to keep calling every time I stay at one of these hotels. I noticed yet another error in my XX/XX/XXXX statement, demonstrating that American Express had not fixed the problem despite my earlier calls. As of today ( XX/XX/XXXX ), I still have not received the points I should have been awarded in XX/XX/XXXX. My fear is that if Amex is not crediting the right number of points for these hotels, then other customers might also be receiving fewer rewards than they are owed. 

In the most recent case ( XX/XX/XXXX statement ), I opened a chat with American Express on XX/XX/XXXX, and they gave me a tracking number and told me that they would have to investigate for 4+ weeks. I then contacted both Amex and XXXX by XXXX, and they asked me for additional information, but did n't respond after I provided the information they asked for. Today ( XX/XX/XXXX ), I called American Express to check on the case, and they told me that I should call XXXX to fix this error. After I asked for a supervisor, they arranged a 3-way call with XXXX, but there is still no resolution. I confirmed with them that the call was recorded, so that they could investigate. 

I have now spent several hours with American Express, and have pointed out the error to them many times. I have attached screenshots of the impacted statements that I have access to, demonstrating that points are not being awarded correctly. I have requested Amex to 1 ) award the points I 'm owed, 2 ) Research and fix the underlying issue so that I ( and other customers ) do n't have to check every statement and call them to confirm that the basic rewards promise is being met, and 3 ) Award additional points to make me whole for the many hours I have spent with them to tell them about the issue. 

Today, they told me that they will have to continue investigating, and are escalating my case once again, but they were not able to provide any resolution. American Express is not taking my issue seriously and now I feel like I 'm being deceived with this card, so I am asking for help from the CFPB to investigate and resolve this issue.

Company response to consumer: Closed with non-monetary relief