Consumer complaint received 2024-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: AMERICAN EXPRESS COMPANY
State: NM

Complaint narrative:
I signed up for the credit card in XX/XX/XXXX during a XXXX XXXXXXXX XXXX timeshare presentation. The flyer ( See documents. ) promised XXXX bonus points-I planned to use them on an upcoming trip to Colorado for a hotel. We called AMEX on XX/XX/XXXX to find out when the points would be dispersed ( We did not see them in the Honors account. ) and XXXX told us they would be there by XX/XX/XXXX and we could spend them for booking hotels then. After there were no points on XX/XX/XXXX, I called again and this time was told that the points wouldnt be deposited into the account for several weeks after-and that THIS was the correct policy. I was upset about this as I had planned a vacation with the points in mind-based on the flyer and XXXX information XXXX I offered to refund the points back if they could forward me points early, asked for a hotel voucher, and offered to brainstorm how they could make up for this grave customer service error. After talking to XXXX, XXXX and XXXX on XX/XX/XXXX, sending a letter to the XXXX XXXX XXXXXXXX ( Sent registered mail ), receiving a call from XXXX on XX/XX/XXXX, this was still not resolved. I used the card to book a hotel in XXXX ( See documents. ), and tried to work with Amex to pay them back in points. XXXX offered XXXX points ( something like {$5.00} monetary value ) to make up for the mistake. It was obvious that they were not interested in any of my feedback regarding improving transparent advertising procedures, employee training, and ensuring the paperwork necessary was given to me on the day I signed up for the card. I paid off the card except for the {$480.00} hotel that could have been covered by points and the {$8.00} for the United States Postal Service tracking number for the paper letter that XXXX said I needed to send ( letter in documents attached ). Despite regular communication with Amex in response to their collection calls, they additionally acted poorly by applying payments I made to the wrong account ( TWICE! ), reducing my credit limit, and canceling my account. They also suspiciously changed my account number twice which can be seen in the alteration from the earliest statement ( Account ending XXXX ) to the latest statement ( Account XXXX ) and then additionally reporting a third account number to XXXX on my credit report ( Account Number XXXX ). I have tried on multiple occasions ( as is seen in my call log ) to offer explanations, ways to make it up to me, and a settlement of {$27.00}. I was told that they opened cases to investigate for me, but they were closed without any explanation in writing-and I had to chase down these minimal answers with multiple phone calls. After receiving a collection letter from XXXX XXXX XXXX, Im now receiving communication from Amex again regarding a settlement of {$540.00} stating that, American Express understands that you may be having difficulties paying. Who owns this supposed debt? This statement represents how out of touch they are with the situation and are not using the notes that Ive asked to be documented on my account each time I call. Between my husband and I, we have paid off an Amex card and have two others each in our names. We pay them on time each month without issue. We pay them because we believe this money is owed. The only money I didnt pay on account XXXX was for the hotel that the promised points should have covered and the letter I was told to send to the corporate office to appeal. I am willing to be reasonable in this situation, but being stonewalled for nearly two years is unacceptable and unprofessional. Thank you for assisting me in this situation.

Company response to consumer: Closed with explanation