Consumer complaint received 2023-05-09
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
I made a phone call to American Express support on XX/XX/2023 with the intent to change credits within the American Express offerings. Upon reaching the American Express representative XXXX ( name maybe spelled different ), I expressed my concern that my daily purchases better suited a different card with different reward offerings, and requested a different card membership option. Upon the representative noting a period of within the allotted time to change cards, I asked the specific question ; would my membership rewards points be deducted, and if so I would not make the change. The representative responded in saying not to worry, we thank you for your loyalty and that my membership rewards points would not be deducted. With that phone call being recorded and American Express being a long standing operation, combined with my perfect on time payments, I felt confident that the change could take place without my membership rewards being adversely affected, therefore I made the change thinking I was not being mislead. However, within 24 hours of the phone call, my membership rewards account was deducted by more XXXX points XX/XX/2023. Upon identifying the reduction in points, I contacted American Express support once again circa XX/XX/2023. When speaking with America express support at the time, I explained to the representative of the situation and how I was mislead on membership rewards. The representative noted that an investigation claim would be opened. The representative also listened to the recorded call with the previous rep, for verification of my claims. Upon returning to my our conversation, the representative confirmed the previous American Express rep did say on a recorded line that no membership rewards would be deducted, and that she would escalate my claim for a return call with 72 business hours, which would be from the original rep XXXX and his supervisor to explain concern over the situation, and to return any lost membership rewards points to my account. This was once again on a recorded line, with an American Express representative confirming membership rewards points would be returned to my account. I patiently waited the 72 business hours, which would put a return call to me by XX/XX/2023. By XX/XX/2023 not receiving a return call, I again contacted American Express support and again explained the situation. I was informed the situation would then be escalated to receive a return call from American Express within XXXX hours. On XX/XX/2023, XXXX from American Express contact me via phone and promptly asked if I remembered him which I did. He immediately began to try and convince me that i misunderstood him and offered an account credit. I was and currently am fully aware of what the rep XXXX stated in my rewards account not being deducted. I explained our previous conversation, and the rep XXXX continued to claim a misunderstanding. I requested a supervisor at that time. Upon the supervisor coming on the call some 25 minutes later, I explained the situation at hand, and how the rep XXXX on a recorded line stated that no membership rewards would be deducted. The supervisor threatened me saying I was also on a recorded line and that I misunderstood the rep XXXX. I asked the supervisor if he had listened to the recorded conversation, since they had over 72 hours to investigate the claim, and the supervisor said he had not yet listened to the initial conversation. At this time I felt completely outnumbered and knew I was blatantly lied to. The rep had clearly stated on a recorded line that no membership records points would be deducted. Again the conversations were all recorded. The supervisor said that more than XXXX points had been deducted, and he would find out what he could do, by opening up another claim and continue to investigate the matter. This was now weeks after the original call occurred and a customer was lied to and lead to believe nothing would be of issue. After several more days of no return calls, I again contacted American Express support. Upon speaking to that rep I was informed that the investigation was concluded, no wrong doing was found on American Expresss part, and my account would not be brought back to its original membership rewards points total. She explained customer typically receive a return email, however I never received said email. I explained the situation again but the rep stated they would do nothing to assist. I believe this was a fraudulent situation towards a customer with no internal accountability, and I as the customer was taken advantage of. This is the perfect situation and issue for the cfpb to exercise there Authority and try to find justice.

Company response to consumer: Closed with explanation