Consumer complaint received 2016-07-13
Company: AMERICAN EXPRESS COMPANY
State: NV
Product: Credit card
Issue: Rewards

Complaint:
XXXX made a public offer to sign up for the Platinum Card. Included in the offer was a sign up bonus for XXXX Membership Rewards ( MR ) points on the condition that the cardmember ( CM ) spend at least $ XXXX in 90 days. I applied for the offer on XXXX/XXXX/16, & was immediately approved by XXXX, thus creating a binding agreement. I met the minimum spending requirement on or around XXXX/XXXX/16. All purchases were legitimate expenses that qualify towards the minimum spend under the Terms & Conditions ( T & C 's ) of the agreement. 
I reviewed my acct on or around XXXX/XXXX/16 & noted I had over XXXX points available for use. I submitted a request on XXXX 's website to transfer XXXX of those points to my XXXX XXXX XXXX acct but received an error with a prompt to call a phone number to complete the transfer. 
I called the number & was connected to the Fraud dept. I explained the error & was transferred once or twice to various depts, none of who knew why the points transfer could not be completed. The final rep said my acct was frozen & it would take 6-8 weeks for points to be available for use but could n't provide any other info, including when this random 6-8 week period began. She said there was a note on my acct that said " XX/XX/XXXX '' & that perhaps I should try again after that date. 
I tried to transfer points on XXXX/XXXX/16. I was again unsuccessful & spoke to a rep via chat who said this freeze was in place in order to protect the acct from fraud which, in my opinion, is inaccurate. 
I tried to transfer points on XXXX/XXXX/16 via XXXX 's automated telephone system. My call was automatically redirected to a rep. The rep tried to transfer the points for me but received the same error. She transferred me to another dept who transferred me to MR who transferred me to Fraud who transferred me back to MR , this time to XXXX. XXXX said the acct was under review & that the points could n't be used because the balance was close to its limit. I asked how that 's possible if the card has no preset spending limit & the current balance is only appx {$160.00}, amount which as of the date of this complaint is still not due. She could n't answer that & placed me on hold to transfer me a 6th time. XXXX later came back on the line & apologized for being confused & that the acct was under review for 6-8 weeks starting as of the date the minimum spending was met ( presumably XXXX/XXXX/16 ). 
I ended the call & spoke to an XXXX Social Chat rep ( XXXX XXXX ) on XXXX & expressed my disappointment at the runaround & poor service I had received, especially considering the hefty {$450.00} annual fee. XXXX & I initiated a secure chat on XXXX 's website. I explained the situation & requested my case be escalated to a supervisor. XXXX refused & re-stated that I would have to wait at least 6-8 weeks for the review to be completed. XXXX stated this was the policy for all new Platinum CM 's. Based on anecdotal evidence I have reviewed, this is a lie & that has not been the policy & this review has only occurred for those who responded to the offer on XXXX XXXX, 2016. 
I suggested that this " policy '' should be disclosed to CM 's in advance. XXXX lied again & said they disclosed this to me in the CM agreement. I had already reviewed the agreement & MR T & C 's & re-read them after talking to XXXX & they do not say that. XXXX 's " FAQ 's '' state " When you earn points [ ... ] they initially appear on your billing statement as pending. They only become available as redeemable points after a full monthly billing cycle has passed, provided that you have paid your current bill. '' This would imply that there is a waiting period ( maybe 6-8 weeks ) between the date the spending occurred & the date the points are posted. This does not state that points are unavailable for use after they have already posted to my acct. This is also in direct contradiction of the points being listed as available on my homepage

Company response to consumer: Closed with explanation