Consumer complaint received 2016-08-25
Company: AMERICAN EXPRESS COMPANY
State: LA
Product: Credit card
Issue: Rewards

Complaint:
In XXXX I was approved for and received my American Express Platinum card. I began using it and eventually reached a spending threshold ( {$3000.00} within 3 months of account opening ) which awarded me XXXX of their Membership Rewards ( R ) Points, as promised. On XXXX I was charged their {$450.00} annual fee and I have continued to use this card and have no balance due at this time. After other charges I now have, as the time of this writing, XXXX points and my Membership Rewards ( R ) Program Number ends in XXXX. My credit card ends in XXXX. I have been a customer of American Express for 2 years and have good standing with them and good credit as well. I followed any and all terms for this card when making purchases and for earning or trying to use points. 

These points can be used to transfer to airlines or other services for travel or commerce. One is supposed to be able to simply link the American Express account online with other listed programs such as airline accounts, etc, and then make an online transfer after filling in their online forms. Until XXXX I was able to make transfers to airlines. As of this date I had made a XXXX point transfer to XXXX XXXX. 

On XXXX, I noticed XXXX points were missing from my account. On review of my Membership Rewards summary, I noticed the description was just " Adjustment. '' I called AmEx and spent no less than 45 minutes on the phone being transferred up a chain of CSRs and supervisors, all of whom quoted that the points were adjusted due to " returns. '' On further review, all the said CSRs noted that there were, in-fact, no returns on my account and it was definitely an IT issue. I was told that they had opened a ticket and should be expecting the points in my account on Sunday, XXXX ( CSR Name - XXXX, Rep ID : XXXX, Location : XXXX XXXX ). When on XXXX, I did not see the points, I logged onto online chat to seek help there. I was told the same thing that the adjustment was made due to returns and this was a known IT issue which was going to be solved, and that I should have the points back on XXXX. XXXX ID XXXX. So far absolutely no-one has been able to tell me why my points were deducted. American Express has been unable to to point out any specific items that did not meet qualifications or were " returns. '' Further, no points earned from any such claimed returns have been deducted. Only the XXXX points earned from the promotion have been taken away. This shows that all my purchases meet their terms and have been legitimate. 
On XXXX, when my points still did not post I called back and was now fed up the chain of CSRs for 45 minutes with no-one being able to help and quoting a " corporate office review '' due to returns. Online chat is unable to help, further phone calls will result in longer waiting and no real answers, and in the meantime, my points, which I properly earned, can not be used and are gone. Why were they in my account if they can not be used? I think AmEx is pulling a bait and switch of sorts if it offers something like this but now does n't let its customers actually take advantage of it. I have actually visited online forums and have learned there are many others with this card experiencing the exact same issue. 

Amex is trying to avoid paying the bonus that they incentivezed when they accepted the application for the card from the individual -- speculation that due to Amex 's dire recent cost control methods in the news, AND clear indications from recent CFPB filings that Amex is trying to get out of paying bonuses to many consumers, they are aggressively trying to shirk their contractual obligations. Amex clearly and deceptively posted the XXXX bonus for meeting the spend, then only after the period for earning under the bonus was over, removed the bonus under false pretensions. 

Why did I pay a {$450.00} fee for a product whos advertised benefits I can not use?

Company response to consumer: Closed with explanation