Consumer complaint received 2024-02-15
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY (FL)

STRONGLY PREFER EMAIL OR CFPB RESPONSE FOR RESOLUTION. 

This problem has occurred MULTIPLE TIMES for me with American Express 's Offers. In the past I have let this problem slide. But I'm sorry time I will NOT let things slide. 

I saw an American Express " Offer '' ( cashback ) after logging into my American Express ( AmEx ) account in XXXX, 2024. The AmEx Offer promised that if I spent {$300.00} or more on room charges at an eligible XXXX XXXX before the deadline then I would receive a cashback of {$120.00}. 

That is exactly what I did. I as a consumer followed the promotion perfectly and therefore I should be credited the missing promised {$120.00} cashback. I went to XXXX on XX/XX/XXXX and made a hotel booking at an eligible hotel. The total charges of the booking are {$360.00}. 

It is important to note that this booking that I made. XXXX XXXX XXXX # XXXX is 100 % NON-REFUNDABLE and CAN NOT be cancelled. This is why I must receive the promised {$120.00} cashback. 

I can not understand why but the charge of {$360.00} appeared on my AmEx card and then immediately disappeared. I am not sure sure why. I have followed the promotion perfectly and I am eligible for the {$120.00} cashback. But I can say with absolute certainty that the booking that I made because of the advertisement for {$120.00} back on AmEx Offer, that this booking is 100 % non-refundable. Perhaps it will be re-charged upon check-in.. but I know for a fact that I used the correct AmEx card. 

I did NOT make any changes nor edits of any kind to my XXXX booking. It must be a " glitch '' either on XXXX 's end of on AmEx 's end. Either way, I made the eligible purchase and I am due the {$120.00} cashback as the booking also can not be cancelled. The booking says it 100 % can not be cancelled. 

I selected to prepay the hotel so again I am uncertain why the charge would appear and disappear unless this is some kind of game that XXXX or AmEx is playing. 

The {$120.00} cashback briefly appeared in my account and then disappeared. The AmEx Offer has now DISAPPEARED from my account. 

Either way, because I booked this hotel only due to the AmEx Offer and because I followed the promotion perfectly and I have not made any changes what-so-ever to the reservation.. so AmEx needs to honor the {$120.00} cashback. 

I am attaching proof of the reservation and showing that it is completely non-refundable, non-cancellable, and non-changeable. 

This is very upsetting that I need to make so much effort to fight with AmEx when I followed everything perfectly on my end! Plus this is also not the first time this has happened to me with an AmEx Offer before.. so I'm really tired of losing out on expected cashback because of whatever is happening here. 

I'm very angry about this and AmEx needs to ensure that I am credited for this one. I've been an AmEx customer for many years and don't deserve to be treated like this. 

When I contacted normal AmEx chat support.. they were uncooperative to help investigate this situation. 

STRONGLY PREFER EMAIL OR CFPB RESPONSE FOR RESOLUTION. Please do not respond by postal mail as I am currently traveling for the next several weeks.