Consumer complaint received 2016-09-11
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Other

Complaint:
American Express has not been honoring the Amex Offer promotion that they offer. They entice card holders to sign up for Amex Offers and to use the card to spend on specific categories and merchants within a specified time period. When I follow up on when the credit will be posted, I get the constant runaround about how they will open a ticket and investigate on my behalf and get back to me in 6-8 weeks. This has been ongoing since XXXX 2016, and I still have not received my credit nor have I heard about the results of the so called investigation. I have spent countless of hours at this point with various customer representatives. This is no way to treat a customer and I would like to file a complaint. I have had my first American Express charge card for 26 years, and I have always paid my bills on time. I pay {$190.00} per year for the Gold card, and another {$95.00} per year for the Everyday Preferred card for what they tout to be the fee to receive superior service and benefits. In reality, American Express has the worst customer service I have received among all the credit card company I have to deal with. Every time I reach out to American Express regarding this matter, the representatives I talk to cite me the standard 6-8 week investigation turnaround timeframe. In reality, there is zero follow up on the part of American Express after investigation. No letter, no phone call, no email. This is no way to treat your loyal customers. I have had it and would like to see {$36.00} credited back to my account, the amount owed to me by participating in Amex Offers. This has been going on since XXXX. To date, I still have not heard back from American Express despite the number of phone calls and online live chats I have had. 

The first Amex Offer I did not receive credit for was for 10 % off cell phone bill, which I added to my additional card holder back in XXXX 2016. This is a Amex Everyday Preferred card that ends with XXXX. The customer representatives claimed that they did not see this offer added to the additional card. When I pointed out that it is not true, the representative said they would need to open a ticket to investigate. I never heard back about what happened with the investigation. 

These are the terms of the offer, which I had met. The charges were for XXXX and were made before XXXX XXXX, 2016. 

Get 10 % of your online payment back as a statement credit each time you use your enrolled Card to pay your cell phone bill online @ these accepting major US carriers ( XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX ) by XXXX/XXXX/16. Limit {$30.00} in total credits. 
Valid for purchases made with XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX and XXXX online and via mobile app. 

XXXX 2016 XXXX XXXX - XXXX, OR XXXX XXXX {$17.00} XXXX 2016 XXXX XXXX - XXXX, OR XXXX XXXX {$23.00} XXXX 2016 XXXX XXXX - XXXX, OR XXXX XXXX {$120.00} Total of these charges is {$160.00}, so with the 10 % off promotion, I am owed {$16.00} from this offer. 

The second offer that I did not receive credit for is for XXXX XXXX 2016, which was from XXXX XXXX - XXXX, 2016. I added the offer to my and my additional card. We had dined a total of 4 times during the promotion period. Per the terms of the offer, I should see {$5.00} x 4 credit in my account, for the restaurants XXXX, XXXX XXXX, XXXX ( we dined here twice ), XXXX. I still have not seen credit to my account. 
XXXX XXXX, CA XXXX {$37.00} XXXX LA XXXX - XXXX XXXX, CA XXXX {$48.00} XXXX LA XXXX - XXXX XXXX, CA XXXX {$48.00} XXXX XXXX - XXXX XXXX, CA XXXX {$27.00} I 'm supposed to get {$5.00} for each $ XXXX charge I made at the participating dineXXXX restaurants. For this offer, I am owed 4x {$5.00} = {$20.00}.

Company response to consumer: Closed with monetary relief