Consumer complaint received 2023-07-17
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
Dear Sir/Madam, I am writing to file a formal complaint against American Express regarding the denial of my entitled rewards on my American Express Hilton Honor Aspire Credit Card . Despite meeting the necessary criteria, I have been denied the 14X Hilton points and the {$250.00} Hilton Resort credits that I rightfully deserve. I kindly request your assistance in resolving this matter promptly. 

I would like to provide a detailed account of the situation for your review : 1. Stay Details : Four-night stay at three Hilton Hotels in XXXX, XXXX ( See Hilton screenshot 1.png ). 
Booked a room at Hilton XXXX XXXX on XX/XX/XXXX using a Free Night award. 
Booked a room at Hilton XXXX XXXX on XX/XX/XXXX, and a room at Hilton XXXX XXXX, both paid with my American Express Hilton Honor Aspire Credit Card. 

2. Charges and Receipts : On XX/XX/XXXX, the room was complimentary due to the Free Night award ( See XX/XX/XXXX Receipt.pdf ). 
On XX/XX/XXXX, I paid for a room at Hilton XXXX XXXX, and a secure deposit of XXXX XXXX  was charged to my Hilton Honor Aspire Card ( See POS Receipt 1.jpg ). 
Upon checking out on XX/XX/XXXX, the hotel initially sent me a bill of XXXX XXXX, which exceeded the agreed-upon price ( See XX/XX/XXXX Receipt 1.pdf ). 
After contacting the hotel, the error was rectified, and a corrected bill of XXXX XXXX  was provided ( See XX/XX/XXXX Receipt 2.pdf ). 
On XX/XX/XXXX, I stayed at Hilton XXXX XXXX, where a secure deposit of XXXX XXXX was charged ( See POS Receipt XXXX ). 
Upon checkout on XX/XX/XXXX, I received a bill of XXXX XXXX, consistent with the correct amount ( See XX/XX/XXXX Receipt.pdf ). 

3. Rewards Discrepancy : I noticed that I only received XXXX XXXX points for the purchase of XXXX XXXX  at Hilton XXXX XXXX ( See AMEX statement 1.pdf ). 
However, I correctly received 14X Hilton points for the purchase of XXXX XXXX  at Hilton XXXX XXXX ( See AMEX statement 2.pdf ). 
It is evident from the American Express screenshot ( See AMEX screenshot 1.png ) that both transactions were eligible for the 14X Hilton points. 
Moreover, I have never received the {$250.00} Hilton Resort Credit, despite both hotels being part of the Hilton Resort  ( See Hilton screenshot 2.png and AMEX screenshot 2.png ). 

4. AMEX Customer Service Interaction : I contacted American Express via chat, and they initially confirmed that I should have received the 14X Hilton points and the {$250.00} credit for both transactions ( See AMEX chat 1.png and AMEX chat 2.png ). 
However, to my disappointment, they later changed their position and refused to honor their previous commitment. 
In light of the above, I am seeking your intervention to ensure that American Express fulfills its obligations by awarding me the rightful 14X Hilton points for both transactions and providing the {$250.00} Hilton Resort credits as outlined in their own terms and conditions. I believe that this matter can be resolved amicably with your intervention, and I kindly request your assistance in rectifying this issue promptly. 

Please find attached the supporting documents for your reference : XXXX Screenshot.png XX/XX/XXXX Receipt.pdf POS Receipt 1.jpg XX/XX/XXXX Receipt 1.pdf XX/XX/XXXX Receipt 2.pdf  AMEX statement 1.pdf POS Receipt 2.jpg XX/XX/XXXX Receipt.pdf AMEX statement 2.pdf AMEX screenshot 1.png AMEX screenshot 2.png Hilton screenshot.png AMEX chat 1.png AMEX chat 2.png Thank you for your attention to this matter. I would greatly appreciate your assistance in resolving this dispute and ensuring that American Express fulfills its obligations to its valued customers. I look forward to your prompt response. 

Sincerely, XXXX

Company response to consumer: Closed with non-monetary relief