Consumer complaint received 2024-02-19 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: TX

Complaint narrative:
Last time that I can successfully transfer my AMEX reward points to XXXX XXXX was in XXXX, XXXX XXXX, XXXX XXXX, as shown in " AMEX XXXX XXXX Redemption XXXX XXXX ''. 

I tried to transfer my AMEX reward points, XXXX XXXX, to XXXX XXXX again on XXXX, XXXX XXXX in which it was failed and refunded back to my AMEX account. At first, I thought it was a temporary problem in which it can be resolved in days to come. So, I tried to repeat my transfer over and over again in XX/XX/XXXX as shown in " AMEX XXXX XXXX Redemption XXXX XXXX '', but all transfers were failed and refunded back to my AMEX account. 

At that point, I knew for sure at there are something wrong between my AMEX reward program and XXXX XXXX, so I called AMEX for more than XXXX times and talk to more than 20s representatives in XXXX till XX/XX/XXXX. They all opened the case number but never resolved my problem and there is no single email for communication. 

After a large number of calls, on XXXX, XXXX XXXX, AMEX representative, named XXXX, claimed that she was able to find a solution but she ignored my request after XXXX call with her. Please find my follow up emails with her on " XXXX with XXXX - AMEX Rep.pdf ''. 

After that, I called AMEX for more than 10 times and asked to talk with supervisor but no proper responses until XXXX, XXXX XXXX AMEX representative, named XXXX, talked to me and promised to follow up the case with email communication. 

XXXX asked me to contact XXXX XXXX, so I followed her advice and talked to XXXX XXXX. XXXX XXXX representative said to me that the problem is from AMEX and the easiest way to solve this issue is let AMEX internal team to contact XXXX XXXX then cooperate together to solve it, so I let XXXX know on the phone about that. She did answer my email that she will escalate it to the AMEX XXXX team to cooperate with XXXX XXXX XXXX team as shown in " Talk with XXXX - AMEX XXXX '' to " Talk with XXXX - AMEX XXXX '' After more than a month, on XXXX, XXXX XXXX, XXXX claimed that my problem was resolved and she was able to transfer my AMEX reward points to XXXX XXXX as shown in " AMEX XXXX XXXX Redemption XXXX XXXX '' '', but it was refunded instead as shown in " AMEX XXXX XXXX Redemption XXXX XXXX ''. 

XXXX sent me email regularly but the content is the same, no progress at all. All email conversation between me and XXXX can be found on " Talk with XXXX - AMEX XXXX '' to " Talk with XXXX - AMEX XXXX ''. 

All in all, I tried to transfer my AMEX reward points to XXXX XXXX over and over again since XXXX, XXXX XXXX until now XXXX, XXXX XXXX for 8 full months, but none of them works out as shown in " AMEX XXXX XXXX Redemption XXXX XXXX '' to " AMEX XXXX XXXX Redemption XXXX XXXX ''. Try to call more than XXXX times to AMEX with no solution. 

In summary, AMEX do falsification claim about their reward program that the AMEX reward points can be transferred to XXXX XXXX. This claim did not apply to me and they did not try to solve this problem occurred to me

Company response to consumer: Closed with non-monetary relief