Consumer complaint received 2025-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: PA

Complaint narrative:
I have a XXXX card with Amex I have a XXXX XXXX and somehow our XXXX cards rewards account were linked together to no fault of our own but Amexs system. In the beginning of XXXX, the XXXX and XXXX, I redeemed my XXXX points for a statement credit of XXXX. Non-related my sister also went to redeem her points and saw she had none and called and they corrected her issue which in turned reversed my statement credit on XX/XX/XXXX but the put back on but then reversed again on the XXXX so when I called on the XXXX an investigation was opened and they determined somehow the accounts had been linked and that they had to do an investigation to delink the accounts and also allocate the correct points to the correct accounts. I received a voicemail a week later XXXX XXXX from XXXX in XXXXXXXX XXXX  to call because they needed to discuss the resolution of the investigation. When I called back the next day nothing had been done but the rep assured me that he would take care of the matter and on the phone he advised me that once again the accounts were delinked and the correct points, went into their correct account. So after that I checked my account I had what was stated to be my correct points XXXX points and again redeemed them for a statement credit which posted to the account. Again my points were reversed after assurance that the accounts were delinked and the points were allocated to the correct accounts on XXXX XXXX. Not to mention the XXXX Delta points that were redeemed without my authorization in XXXX  that I did not discover until this incident happened. I believe Amex is not working good faith and it has taken an emotional toll on me and it was an invasion of my privacy. 


I trusted this billion-dollar corporation to uphold its promises and to treat her fairly. Instead, I has suffered repeated financial harm, emotional distress, countless hours trying to in good faith, make things whole and deception due to Amexs systemic negligence. 
This isnt just about a glitch in their system ; its about their failure to fix a known problem after multiple opportunities, their misleading assurances, and their refusal to honor the rewards points I earned and redeemed in good faith. Amexs actions are not only a breach of contract but also violations of federal and state consumer protection laws. 

Breach of Contract, please review our XXXX  card contract The rewards program is a material term of the credit cardholder agreement. Amex failed to honor its contractual obligations when it reversed my statement credits twice after I redeemed her points. These repeated reversals caused financial harm and a breach of the fundamental agreement between me and Amex. 
2. Truth in Lending Act ( 15 U.S.C. 1637 ( c ) ) TILA requires clear and accurate disclosures regarding credit card terms, including rewards programs. By improperly linking accounts and mismanaging rewards points, Amex violated these provisions. Mismanagement of such rewards is a breach of their statutory duty under Regulation Z ( 12 C.F.R. 1026.12 ). 
3. Fair Credit Billing Act ( 15 U.S.C. 1666 ( b ) ) The FCBA mandates that billing errorssuch as the improper reversal of statement creditsmust be resolved within 60 days of notification. Despite multiple calls and complaints, Amex failed to correct these errors within the legally required timeframe. This inaction directly violates federal law.

4. Federal Trade Commission Act ( 15 U.S.C. 45 ( a ) ( 1 ) ) The FTC Act prohibits deceptive practices in commerce. Amex repeatedly assured me that the accounts were delinked and the rewards points properly allocated. These statements were false, as evidenced by the subsequent reversals. This pattern of deception has caused financial and emotional harm.

5. State Unfair and Deceptive Trade Practices Acts ( UDTPA ) Under [ Pennsylvania, e.g., California Business & Professions Code 17200 ], Amexs actions qualify as unfair business practices. They misled me, failed to resolve her issue promptly, and caused undue stress and inconvenience. 

Breach of Good Faith ( UCC 1-304 ) : Amexs repeated assurances that the accounts were delinked and the points correctly allocateddespite evidence to the contrarydemonstrates bad faith.

Consequential Damages ( UCC 2-715 ) : The financial harm ( reversed credits and lost rewards ) and emotional distress ( frustration and inconvenience ) were foreseeable consequences of Amexs actions. 
Trade Practices ( UCC 1-303 ) : Credit card rewards programs must align with consumer expectations and industry norms, which Amex failed to uphold.

Contract Breach : Amexs actions violated the implied duty of good faith and fair dealing under UCC 1-304.

Unconscionability : Amexs terms or system failures disproportionately harm consumers, they are unconscionable under UCC 2-302. 
Foreseeable Damages : Harm suffered was a direct and foreseeable result of Amexs breach, analogous to UCC 2-715.

Company response to consumer: Closed with explanation