Consumer complaint received 2019-02-02
Company: AMERICAN EXPRESS COMPANY
State: TN
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:
American Express offered a statement credit of {$150.00} for spending {$750.00} on a cruise associated with the XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ). This was POID :  XXXX and the offer expired XXXX. I read the terms and conditions in the entirety and the following was listed " Excludes if not booked at time of reservation : airfare booked through cruise line, excursions, Prepaid food/beverage programs, ... ''. When booking the cruise, I booked additional excursions and selected prepaid beverages while making the original reservation. While reviewing the reservation, I noticed XXXX 's website did not bundle these purchases together. I was going to have to pay for these items in separate transactions. 
On XX/XX/XXXX, prior to paying, I placed a call to the XXXX XXXX XXXX customer service and asked if there was a way for these three separate transactions to be processed together with the reservation. I was advised due to different " cost centers '', the reservation, excursions, and food/beverages transactions are processed separately. 
Still prior to paying ( XX/XX/XXXX ), I called American Express to discuss the offer details and inquire whether having three transactions come through at the same time and aggregate over the {$750.00} threshold for the offer will still count. The person I spoke with placed me on hold and discussed with the offers department the details of the offer. I was then advised the as long as the threshold was reached, the offer would apply. Notes were supposed to be added to my account detailing my concern prior to making the purchase, in case the offer didn't process. I was advised the offer should process in 6 weeks. 
I proceeded to pay for the reservation on XX/XX/XXXX and the following posted to my account : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - XXXX, FL - {$35.00} XXXX XXXX XXXX XXXX XXXX XXXX  - XXXX, FL - {$320.00} XXXX XXXX XXXX XXXX XXXX - XXXX, FL - {$520.00} These 3 purchases combined crossed the {$750.00} threshold and were made at the time of reservation. I called American Express on or about XX/XX/XXXX because no credit had applied. I was advised they saw the offer and it was still awaiting processing. I was told to wait 2 more weeks. 
I called again XX/XX/XXXX and was advised at that time there were no notes on my file about the offer. The representative I spoke with submitted a complaint for review. I was told the complaint would be reviewed and to follow up in two weeks. 
I called again on XX/XX/XXXX and advised the representative there was a complaint filed, but I lost the complaint #. I was advised there was no complaint and I did not qualify for the offer. The representative spoke with the offers department and connected back with me advising the way the purchases were made did not qualify. I told them I was advised by their company the offer would be applicable, which is why I made the purchase. I was told a complaint would be submitted to the offer 's department for review and to call back in 2 weeks. 
I called again on XX/XX/XXXX and was escalated to management and spoke with XXXX ( badge # XXXX ). I was again advised that I did not qualify for the offer due to how the purchases came through. I requested the original call be pulled for review to verify I was told the purchase would qualify. I was told the call would be pulled by their back end team and if there was a reversal of the decision, I would receive a call within 5 working days. If there was no reversal, my account would be updated with notes why. 
I called back on XXXX. The representative I spoke with placed me on hold to speak with management and when reconnected, I was advised the call was still being pulled for review and there was no official decision. I was told to call back after the weekend for an update. 
I called again on XXXX and was told the call was still being pulled for review and these things take up to 15 working days to resolve. I was told by the manager, it would be complete within 5 working days. I provided the details of who I spoke with previously to the current representative. The representative I spoke with acknowledged who the manager was and stated they would put in an escalated request from the same manager to call me back within 4 hours. I consented to American Express contacting me directly and have not received any follow up since. 
This issue has been going on for nearly 4 months with no resolution. I have placed a total of 6 follow up calls and have done by due diligence trying to resolve this with American Express directly.

Company response to consumer: Closed with explanation