Consumer complaint received 2016-09-18
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Rewards

Complaint:
Title : American Express took away my XXXX membership rewards point for injustice/unlawful reason. 

On XXXX/XXXX/2016, I was approved for American Express XXXX card with the offer of XXXX membership rewards point when I spent {$3000.00} in 3 months. I met the opening bonus of spending {$3000.00} in 3 months, and was credit XXXX membership rewards points on XXXX/XXXX/2016. My spending was way beyond {$3000.00}, and I did not violate the term and condition by buying any gift card or such. The spendings were all normal every day spending such as groceries, gas, and rent. 

On XXXX/XXXX/2016, I canceled my XXXX card. Because I realized my existing XXXX XXXX card has all the same benefit as the XXXX card, and additional benefits from XXXX dealerships. Hence, I decide to keep my XXXX XXXX card and cancel my XXXX card, because of the exact duplicate benefits. Although XXXX XXXX has a higher annual fee. 

Before attempting to cancel my XXXX card, I use American Express online chat to chat with several agents by questioning them if my opening bonus of XXXX rewards points would be craw back if I cancel my card on that day. Agents including whose names were " XXXX '' and " XXXX '' all insure me that once my points were credited to my account, they wo n't be taken away. I had taken screenshots of our conversation to prove their sayings. 

On XXXX/XXXX/2016, I asked American Express if they can reinstate my account. Because I did not feel good about receiving opening bonus and then to cancel my in a little more than 3 months. Although the benefits of the card are exactly covered by my existing XXXX XXXX card, and my XXXX XXXX card even provides a greater benefit. 

However, I received a physical letter from American Express dated on XXXX/XXXX/2016, informing me that my request to reinstate my Platinum card has been declined. The reason for their decision being XXXX or more of my charge accounts has a spending limit. So even though I want to do American Express good by paying them an annual fee on an inferior card that I wo n't use, they decided to decline my request ( or kindness in my opinion ). 

On XXXX/XXXX/2016, my rewards program showed a " Point Adjustment '' of negative XXXX rewards points. I called membership rewards phone number on XXXX XXXX XXXX XXXX on the same evening at XXXX to inquiry of the point adjustment I see. XXXX ( employee ID XXXX XXXX understood my concern, verified my account, and was confused by the reason and situation as to why my points got craw back. I believed in the system it said I did n't meet the spending requirement of {$3000.00}, which is totally false allege. XXXX then opened a case for in and insured me an agent or supervisor would contact me in XXXX7 business days. But until today, I still have n't received any phone call from American Express. 

Therefore, I decided to open this complain to bring in American Express ' attention. Through the years using American Express, I have experienced exceptional customer service. I am sure this matter could be resolved smoothly as usual, although there were some hiccups. 

Looking forward for your response. 

Sincerely,

Company response to consumer: Closed with explanation