Consumer complaint received 2016-11-20
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card
Issue: Rewards

Complaint:
- I opened an Amex credit card account in XXXX XXXX with offer to receive bonus XXXX XXXX if made $ XXXX in purchases in the first XXXX billing cycles. I did this as planned to make several purchases on XXXX over next 2 years with major life events happening. 
- My XXXX app is updated monthly ( around XXXX ) and shows amount of spend. 
- I called AMEX on XXXX at XXXX from XXXX to ask if had met my spend requirements or needed to make more purchases. Agent confirms I have met spend requirements. I thank her and move on using my normal credit card for purchases. XXXX call log shows call duration of XXXX min, XXXX sec - In XXXX I noticed my spend level on the XXXX app shows XXXX $ 3XXXX ( report date as of XXXX ) - I called AMEX on XXXX at XXXX from XXXX and speak to XXXX XXXX because had n't received XXXX credit when looking to book another XXXX trip XXXX She advised I had n't met spend limit, which is why credit was n't received. I advised of call in XXXX, she says no record of it and will submit request to retrieve call so could confirm what agent said/did n't say to me. She advised to give them a week to research. XXXX call log shows call duration of XXXX min, XXXX sec - I called AMEX on XXXX and speak to XXXX ( agent ID XXXX ). XXXX advises me that I already received credit and used it ( XXXX different XXXX redemptions I made ). I advised him those are not the same thing. He researches and then says I did n't meet the requirement, I had only spent $ XXXX dollars which was why I did n't receive credit. He said could open an inquiry into issue. I advised last agent had done that. He advised appear to have happened. I at this point ask for supervisor. 
- Call is transferred to Supervisor XXXX ( agent ID XXXX ). I provide synopsis of above described events. She looked and does n't see any account notations or record of call from XXXX. She sees inquiry opened for retrieval of call from XXXX. We surmise this to be a system date and tied to the inquiry I had made prior date. That inquiry is not complete and she is not certain who it has been assigned to for review. She reviews account and advises I had only spent {$1600.00} towards the min $ 2XXXX requirement and that was why XXXX credit not issued. She states that Marketing department makes no exception, even if AMEX agent made error in settling these issues. At this point I terminate call and advise opening CFPB complaint for XXXX review as AMEX had advised me of A ) financial actions taken on the account that were not fulfilled or fulfilled incorrectly and B ) engaged in an act or practice involving a representation or omission that is likely to mislead a reasonable consumer like myself in a material way. 
- It 's clear that AMEX agents are having a hard time answering basic inquiries here. From initial agent telling me I had met spend requirements, to subsequent agents telling me I had spent various amounts ( never the same ) or telling me I had received credits when it was clear I had not. 
- All I want is my XXXX. Seems their rewards process might need review as well.

Company response to consumer: Closed with non-monetary relief