Consumer complaint received 2017-01-31
Company: AMERICAN EXPRESS COMPANY
State: TX
Product: Credit card
Issue: Rewards

Complaint:
Dear Sir or Madam, I signed up for an American Express Delta Skymiles card about a year and a half ago. As part of the benefits of paying {$190.00} annual fee was the fact that I would be awarded XXXX ( XXXX ) on XXXX that would apply to my XXXX status ; for the first {$25000.00} spent on the card, XXXX bonus and XXXX would be awarded. And again at {$50000.00} of spend another XXXX bonus and XXXX would be awarded. I tracked my dollar spend online at the American Express website by following " My Year-to-Date Trends '' summary based on which I adjusted the use of this card versus other credit cards I had. At the end of the year, my " XX/XX/XXXX Year-End Summary '' listed " total spend across all cards '' of {$51000.00} for which I expected an additional XXXX XXXX and bonus miles ; I was awarded XXXX XXXX and bonus miles after I spent {$25.00}, XXXX earlier in XXXX. As I was concerned about missing out on the second XXXX mile award I in fact paid my credit card bill a couple of weeks early, at the end of XXXX XXXX to ensure there were no issues. 

After some time I had noticed that I had not been awarded the additional XXXX bonus and XXXX. When I contacted American Express I was told that my XXXX spend was {$49000.00}. I inquired into the discrepancy and was told my annual card fee was excluded from their calculation. I pointed out that the annual fee was only {$190.00} and that would not explain the difference. I also pointed out that I had adjusted my spend based on the claimed award policy and had left a cushion of over {$1000.00} and that I had in fact paid the credit card early so as not to run into any issues. Futhermore I mentioned that I had spent over {$1000.00} in XXXX of XXXX. I was told that a supervisor would contact me in a few days. However, after a few days, I contacted American Express again as they had not contacted me and was told the issue was still being explored. On XXXX XXXX, XXXX I was left a message that stated the online account " displays all of the charges on the account, but not all charges are qualified as spent. '' Given the vague response I contacted American Express again on XXXX XXXX, XXXX and was told items such as cash advances and gambling charges would not count towards the award calculation. I explained that I did not have any such items of expenditure and that returns on the card were reflected on the above " XX/XX/XXXX Year-End Summary ''. The representative performed a manual calculation of my expenditures and stated that my qualifying spend was " {$49000.00}. '' I asked again for the discrepancy between the online account and her calcuation, she was unable to determine the difference and stated a supervisor would contact me back. I asked if I could have a refund of my annual fee if I cancelled the card and was informed that I could not be refunded as I had been charged the annual fee more than 30 days prior. 

To date there has been no follow-up call. Thus I am writing to request the CFPB 's assistance. Thank you for your time and effort.

Company response to consumer: Closed with non-monetary relief