Consumer complaint received 2025-06-20 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: CA

Complaint narrative:
1. Summary of the problem I hold multiple American Express ( Amex ) cards, including the Business Plus and Gold cards. Over the past year I have experienced repeated failures by Amex to honor advertised prices, its own Best Price Guarantee, and its published rewards-earning rules. My attempts to resolve these issues through Amex customer service have been unsuccessful.

2. Detailed issues # # ISSUE 1 # # # Travel booking bait-and-switch ( Amex internal Claim XXXX XXXX On multiple occasions, including the incident documented under claim XXXX, Amex Travel displayed a lower price throughout the search and payment pages. 

After I entered all traveler and payment details and clicked Confirm, the site refreshed and replaced the fare with a higher price. 

Immediately re-searching the same itinerary showed the original lower fare still available, indicating the higher fare was not due to real-time inventory changes. 

I believe this practice is deceptive and violates the Truth in Lending Acts prohibition on misleading disclosures.

# # ISSUE 2 # # # Refusal to honor Best Price Guarantee ( Amex internal Question Reference XXXX ) I submitted a price-match request for the same itinerary at the lower fare that remained available on the vendors own website. 

Amex Travel Service ( TLS ) denied the request, stating rates are subject to change and no vendor recourse, even though the lower rate wasand remainspublicly bookable.

This denial contradicts Amexs advertised guarantee and deprives me of the benefit promised when I chose to book through Amex Travel.

# # ISSUE 3 # # # # Rewards under-accrual on Business Plus card The Business Plus card promises 2 Membership Rewards ( MR ) points per {$1.00} on all purchases. 

Example : A {$760.00} charge on XXXX XXXX XXXX ( posted by merchant XXXX XXXX ) earned only XXXX XXXX XXXX instead of XXXX. 

I request a full audit of the past five years of my accountsas I have charged approximately {$100000.00} just in XXXX and a credit of any missing points with interest or equivalent compensation. 

# # ISSUE 4 # # # # Request for Gold Card annual-fee refund ( Ref. XXXX ) Because of the above patterns of unfair practices, I requested cancellation of my Gold Card and a refund of the annual fees paid for the past three years. 

Amex has not processed or meaningfully addressed this request. 

3. Impact on me I have spent significant time documenting pricing discrepancies, lost out on fare savings, and been under-credited on rewards that influenced my decision to use Amex products. 

The unresolved issues have eroded my trust in Amex and caused financial harm through higher travel costs and missing rewards. 

4. Desired resolution Honor the original lower fare or refund the price difference for claim XXXX. 

Approve the Best Price Guarantee request under reference XXXX and issue the promised compensation. 

Conduct a full audit of my Membership Rewards accruals for the last five years ; credit all missing points and any applicable monetary value.

Cancel my Gold Card and refund all annual membership fees charged in the past three years as requested ( ref. XXXX ). 

Provide written confirmation of each corrective action within 15 days. 

I am prepared to supply supporting screenshots, statements, and chat transcripts upon request.

Company response to consumer: Closed with explanation