Consumer complaint received 2016-09-22
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card
Issue: Rewards

Complaint:
I applied for American Express Platinum card XX/XX/2016, after finding out they had an public offer of giving XXXX AMEX MR points after spending {$3000.00} in three months. The online application link required no RSVP or targeted offer ID number. 
I met and exceeded my spending requirement by a couple thousand dollars XX/XX/2016. So on XX/XX/2016 AMEX posted XXXX points to my account. However, a few weeks later I found out AMEX froze all of my points ( XXXX ) so I can not use or transfer to my airline mileage accounts. I waited and waited knowing that same issue are probably happening to other people, but 5-6 weeks down the road the points are still frozen. 
XX/XX/2016 I chat with AMEX trying to cancel another AMEX credit card. AMEX ended up cancelling my Platinum personal credit card by error ( chat message record can prove that )! Yet the interesting part is, the platinum card can still be used -- it just appears to be closed. And on XX/XX/2016, AMEX made an adjustment to my account and removed XXXX points from my account! 
On that same day ( XX/XX/2016 ), I immediately called AMEX on the phone to inquire about why the adjustment was made and took away XXXX which was promised during account opening and I earned WITHOUT any manufactured spending activities. The CSR on the phone did some research and told me that was because I closed the Platinum card and got pro-rated annual fee. I told the CSR that I never asked to close my Platinum card, it was closed in error by AMEX representative. The CSR said he would open up a case and I will hear back 5-7 business days later. 
Pro-rated annual fee is posted on my card on XX/XX/2016. 
I did not hear back from AMEX in any form, so I decided to contact AMEX on the phone again XX/XX/2016. 
The first call, I was told that there seem to be " inappropriate account activities '', and the CSR can not tell me what it means when I questioned. The CSR said I was trying to transfer points. I replied AMEX points are meant to be used and one of the ways, is to transfer to my own airline mileage account to redeem for air tickets. Then I was told that I cancelled my AMEX Platinum XXXX card. My problem is, that is a different card which I also earned XXXX points after spending $ XXXX+ in three months, and what does closing a different account affect in my earned points being taken back? Not to mention a different number of points? 
I was then being transferred to customer service, then back to membership rewards department. Another CSR then told me again that my " accounts look suspicious '' so that is the reason points are taken away. Again, she can not explain specifically what she means but just says AMEX has the rights to take away points. 
My ground is, if AMEX made the promise in writing at account opening that if I spend $ XXXX+ in three months fair and square WITHOUT any manufactured spending activities, I will get XXXX AMEX MR points, they should stick to that promise. If every credit card company make XXXX promise and later overturn it, this will not only ruin their own reputations, creates chaos in credit card industry, but really makes this a fraud! 
I would like AMEX to stick to their promise and give me back the XXXX AMEX points I earned. If there is any so-called " suspicious activities '' on my account, then put them in writing and everybody examine!

Company response to consumer: Closed with non-monetary relief