Consumer complaint received 2015-11-06
Company: AMERICAN EXPRESS COMPANY
State: IN
Product: Credit card
Issue: Rewards

Complaint:
We had an issue with some Membership Rewards points bonuses and set a few investigations up through American Express online chat. 
The first one was about a signup bonus through directed mail for a amex green card the bonus was XXXX MR points. We signed up for that card and subsequently were prequalified and invited for a few more cards. which we choose a couple. We have the Delta Gold Amex Business card for our business. We have the Premier Gold Charge card as well as the everyday card. 

We got our sign up bonus of XXXX delta miles within a month of hitting the spend requirement the same for the Premier rewards gold. The issue came with the green card and we were told that our RSVP number could n't be found. I gave the advisor the RSVP number that was tied to our application and they said they would open an investigation. That was the first issue we had after about a month of back and forth it came down that because they were unable to find the linked application they were unable to give me the XXXX MR points bonus even though we did everything right on our end. I had no recourse, this only has gotten worse. My Second bonus of XXXX MR points for my everyday amex card i hit the spend within the first week of card ownership. i checked after the first bill cycle and was told XXXX weeks, i waited the allotted time and was told give it 7-10 days after the eight weeks. I opened an investigation on this and after two months multiple chats and the run around the investigation was auto closed with NO REPLY. 

On XXXX XXXX i opened a second inquiry for the XXXX MR points that all previous phone and chat advisors stated would apply. Checked back every week with same canned replies. I spoke with a chat advisor XXXX ( XXXX ) i asked for his id and thats what he gave me. He stated that he would take ownership and get this resolved and personally take care of it and call me back within a couple days. He did n't call me back nor did i get a resolution. This is totally unacceptable to set an expectation that its finally going to be handled and i would get a callback with a resolved matter and get nothing. 

A manager called me on Monday XXXX and argued with me that i was n't eligible because i have gotten MR bonuses for separate cards. I informed this manager that he was in fact wrong and we did qualify because we were NEW card members and have never had any card after about XXXX minutes he checked with XXXX of his colleagues and stated i was correct and did qualify for it and it should be given to me. i asked what other reason he called for and if he had any resolution and updates for me and he stated he called to see if there was any new info that i had to give. I told him its been going on since XXXX and that his inept team has everything from the XXXX plus communications that we have had in trying to resolve this and that the time this has taken is unacceptable. I also stated that if i owned Amex money for months and replied as i have been told " just give us more time, we will resolve it '', my accounts would have been closed and i would have been sent to collections. His replay was I 'm sorry i do n't have any thing to say to that, and we ended the call. 
We have been failed at every turn with a simple Membership rewards bonus of XXXX and XXXX that we should have gotten automatically. My wife and i have spent COUNTLESS HOURS dealing with amex trying to get what is owed to us. We feel lied to and that we have been stolen from. We followed all the signup regulations and met the spend requirements within days or weeks. We were told verbally and written that we have earned the rewards and that we should get them any time, but when we chat or call in there is no new information and are told to give it more time.

Company response to consumer: Closed with non-monetary relief