Consumer complaint received 2016-01-11
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card
Issue: Rewards

Complaint:
To Whom It May Concern, I am writing this letter in regards to American Express not living up to its end of an agreement. In XXXX XXXX I signed up for an AMEX XXXX Preferred credit card under a very common and widely available promotion - Spend {$2000.00} in 90 days and get a {$150.00} statement credit. For whatever reason when I signed up online I was having technical difficulties. Therefore I reached out to AMEX via their messaging platform. The representative directed me another sign up link. I asked them very specifically if this has the special promotion. And they very clearly confirmed it was. I even have a screen shot of the message that confirmed it. I then proceeded to spend way more then {$1500.00} over the next 90 days and met the requirements. 

In early XXXX I reached out to AMEX to inquire when the statement credit would be made. They told me I supposedly never signed up under the proper promotion page. I asked for escalation and talked to a dozen other representatives over the next 3 months via message and phone. After all this they again reiterated I would not be paid the promotion as I did not sign up properly. 

The worst part of the matter is AMEX customer service .They had me re-explain the situation every time and made it very difficult and time consuming to advance the issue. I asked to have a case opened and for the ticket or case number for future followup - they told me they did not give out such information to customers. I asked for an email confirmation for my case - again they said the did not have such a mechanism. I asked where can I submit my evidence ( screenshot mentioned earlier ) - they led me to an arcane system that made me have to jump through hoops to offer it. I asked to get an email on how my case was proceeding - they told me only the only recourse was their online message which purposely does not allow for message trails. I very much hope that this issue is investigated and that my many phone calls or texts were recorded so everyone can see the arcane system I had to go through. 

All in all, it seems like the entire AMEX customer inquiry process is designed to force a consumer to go through a byzantine system in the hope that the consumer will give up before the case can be properly evaluated. AMEX seems to deliberately not allow for case tracking, followup, or basic notifications on the consumer side. I wasted a huge amount of time working my way through this poorly designed system ( or purposely designed with the intention of creating a labyrinth for the consumer ) This promotion is repeatedly offered and open to everyone. No sensible person in my situation would sign up for the non-bonus route when a good bonus route is easily available. I would like to add Ive only ever signed up for XXXX other AMEX bonus ever in my lifetime ( via the XXXX XXXX ) This is not something I do often. 

I am quite simply appalled at AMEX 's dangerous practices and how they conduct themselves. Besides not getting what I duly earned, I am more concerned about the process which it seems to me, obviously and deliberately gives favor over AMEX at the expense of normal consumers. 

Thanks, XXXX XXXX

Company response to consumer: Closed with explanation