Consumer complaint received 2018-03-05
Company: AMERICAN EXPRESS COMPANY
State: TX
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:
I was laid off by my company ( due to downsizing ) on XX/XX/XXXX at which time my corporate credit card was cancelled. On XX/XX/XXXX I called American Express to use the XXXX points I had saved. During the call I was informed by the American Express representative that I did not need to use the points since I was deciding on a new personal credit card for my own use. I was told that the points could be transferred and would never expire. I asked multiple times if there was a time limit in which I had to select my new card out of fear of losing my points. I informed the representative that I could use the points right then ( as I had initially planned to do ), and was repeatedly told that there was no need as the points would not expire and would be available to me when I decided on my new card. 
After the initial call on XX/XX/XXXX I made a few additional calls to American Express to ensure that my balance was paid off on the card as I was reconciling final expenses with my company. I made the XXXX payment for the card myself ( and was reimbursed by my former company ) on XX/XX/XXXX. During the calls that were made to ensure that the balance was paid off I was repeatedly told that my points were safe and available. The intention was to complete the close out of the balance for my old corporate card and then transfer my points to a personal card. On the XX/XX/XXXX I selected the persona card I wanted and called American Express. During that call I was shockingly informed that my points had be removed from the system and could not be reinstated. I was very upset and confused and politely asked to be transferred to American Express Membership Rewards. When I was transferred I spoke to a lady who stated her name was " XXXX ''. I informed her of the issue and she stated that the points could not be reinstated. I asked her if customer calls were recorded to which she replied " Yes ''. I then asked her to listed to my original call on XX/XX/XXXX to prove that the points were not used at no fault to myself and I was actually TOLD not to use them. She argued with me for awhile and said there is nothing she could do, however now that I knew she could pull the recorded conversation I asked her to please listen to it to prove that this is an American Express issue. She finally did and after 15 minutes of being on hold she returned and stated that I was correct. I was told not to use my points and that they would never expire. She finally began to apologize after being very short with me for over an hour. She stated that she is putting notes in the system ( which I repeatedly asked her to do ) and will have the manager of the individual who originally had given me the wrong information. I was told they would reach out to me the next business day as that manager was not in the office. I waited the whole day and finally called in the afternoon. I spoke to a new individual at American Express Membership rewards and again told my story. The lady I spoke to this time said that luckily " XXXX '' was sitting next to her and informed me that I would be getting a call very soon ( that same day ). Again I waited and got no response. 
I called American Express Rewards again today ( XX/XX/XXXX @ XXXX CST ) and spoke with XXXX XXXX who I had to repeat the entire situation too again. She stated that no notes were left in the system and that a note was left by an account team stating there is no recourse for the issue on XX/XX/XXXX ( the same day that " XXXX '' was supposed to have put notes in the system about the issue and have the original manager reach out to me ). At this point I am furious. XXXX stated there is nothing more she can do and opened a customer complaint letter ( reference ID : XXXX ) on my behalf. She stated that the letter would only inform American Express of my " dissatisfaction '' but no further action would take place. She also informed me that the issue was wrong and that something should be done to rectify the issue and she sympathized with me but unfortunately there was nothing in her power she could do. I informed her that I wanted to take care of this simple issue ( I believe the original American Express representative was unaware of updated protocols for membership rewards - which XXXX had also stated may be the case since the rewards information had recently been updated ) internally with American Express. After repeatedly asking if anything else could be done and being told no I informed XXXX I would be filling a formal complaint with the CFPB. I also made sure to ask her if my conversation with her was being recorded and she had assured me that it was. I also asked if there was a retention time for customer calls because I am worried that if all the original calls are wiped I would have no evidence of the injustice against me. She stated that she was unsure of call retention times and could not find the information. I thanked her for her help and informed her I would file a formal complaint today. 
I am outraged that a company like American Express would treat a customer who has been with them for 4 years this poorly. I have used my AMEX card exclusively for work and spent over half a million dollars with them. The worst part of this experience is that American Express representatives have agreed that the error is on their part and that they TOLD me not to do what I originally set out to!

Company response to consumer: Closed with non-monetary relief