Consumer complaint received 2024-12-19 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: MD

Complaint narrative:
On XX/XX/XXXXXXXX XXXX XXXX I was planning a summer vacation with my wife and selected a XXXX resort in XXXX, XXXX. Having several XXXX American Express points and being only XXXX XXXX XXXX points short of what was necessary to book the trip, I attempted to transfer the needed points from American Express to XXXX. 

As you know, American Express has a daily transfer limit of XXXX points. I was only attempting to transfer XXXX points which is the exact number I entered into the field on the American Express Rewards online platform. As I learned later, the online transfer platform leaves and retains a XXXX in the points field that must be erased or it will add 10x points to the requested transfer amount. As I had far more than the required XXXX points, the system made 2 errors which include : 1 ) A zero was added to my requested XXXX points transfer increasing my request to XXXX XXXX points. 
XXXX ) While the confirmation steps all showed the XXXX ( followed by zeros ), upon final confirmation the incorrect ( now XXXX XXXX ) number of rewards points appears to have been automatically adjusted downward to the daily maximum of XXXX points. At no point did I ever enter XXXX as the amount of points transferred. 

I repeatedly offered to show American Express Membership Rewards the error in the online points transfer platform. My offer was declined. 

In support of my claim, I have NOT used those XXXX points, which as you know are worth FAR LESS than Amex points, and they remain to this day in my XXXX  account. I was unable to take the planned vacation with my wife and have spent many wasted hours on the phone with American Express requesting the return of my rewards, detailing the error and providing all necessary proof. I have never been given an explanation for or an opportunity to discuss the unilateral findings by American Express of user error. I have not received a single call or written resolution of the case with or without findings. In actuality, each time I called I had to open a new case because the last one had been closed by the membership rewards department. 

Whats more insulting is that immediately after the erroneous points transfer took place, I received a confirmation email that specifically instructed me to call American Express if the points transfer was in error ( Exhibit A ). As you will note from your records, I made that call immediately and was told at that time that my points would be returned to my account within XXXX hours. They have never been returned and I am furious. 

After disputing an error that is so easily remedied and blaming it on user error which is categorically and blatantly false this experience has left me extremely frustrated to the point where I will be sharing this letter with and filing a complaint with the Consumer Finance Protection Bureau ( Exhibit B ). Prior to writing this letter, I made a final attempt to rectify the situation. I informed American Express, when they offered me an insulting {$500.00} statement credit or XXXX rewards points in settlement of the dispute that I would be proceeding with this letter and a formal complaint to the CFPB. I found that offer and American Express response to the entire situation insulting and dismissive. 

As a decades long cardmember who has charged some {>= $1,000,000} just in the last 4 years and with a perfect payment history I expected far more from American Express. In addition to my points being returned in full, I expect consideration from American Express for the many wasted hours on the phone these last 9 months.

Company response to consumer: Closed with explanation