Consumer complaint received 2026-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
On XX/XX/year>, at approximately XXXX EST, I initiated a transfer of XXXX XXXX XXXX points to XXXX XXXX through my American Express XXXX account. After submitting the transfer, it did not appear anywhere in my account activity and I received no confirmation email. Believing the transfer had failed, I contacted AmEx customer support via chat. Support agent XXXX reviewed my account and stated : " I see there were no point transfers recorded on the account and the point balance was not deducted as well. It's still XXXX. It could be it was not successfully completed. '' She offered to process a new transfer. I pushed back and asked her to double-check, specifically noting that I believed my balance had been higher. She refreshed the account and confirmed a second time : " I refreshed the account and still see no redemptions made today. You can also view it under Rewards and Benefits tab online that the last point transfer made was on XX/XX/XXXX and none after that. '' Based on this explicit, definitive guidance, I initiated a second transfer, which processed immediately. At XXXX EST - over three hours after the original attempt - I received a confirmation email for the first transfer. Both transfers had completed, meaning I unintentionally transferred XXXX XXXX XXXX total - XXXX more than intended. The first transfer had experienced a backend processing delay on AmEx 's end that was invisible to both me and their support agent at the time. At approximately XXXX EST I re-engaged customer support. Agent XXXX reviewed the transcript and acknowledged that the original agent 's guidance was " definitive, not conditional '' and that I had " acted in good faith. '' Despite this acknowledgment, she declined to restore the points, citing a non-reversibility policy, and stated that AmEx " does not have the ability '' to reverse completed transfers - a position I disputed as a policy choice rather than a technical limitation. I requested escalation. Floor manager XXXX joined at XXXX EST. She took approximately 25 minutes to review the file before responding with a single line stating the transfers were complete and could not be reversed. She did not engage with the substance of my complaint. When I asked her explicitly whether AmEx would consider a goodwill exception given that their agent 's guidance directly caused the duplicate transfer, she declined. She was unable to provide a case number and provided only a mailing address for further escalation. At no point did any agent dispute the facts as I presented them. Agent XXXX explicitly confirmed that the original guidance was incorrect and that I acted in good faith. AmEx 's own internal acknowledgment of fault makes their refusal to restore the XXXX points unreasonable. I am requesting that AmEx restore XXXX XXXX points to my account. Chat reference number : XXXX. Agent names : XXXX ( XXXX chat ), XXXX and XXXX ( XXXX escalation chat ).

Company response to consumer: Closed with non-monetary relief