Consumer complaint received 2024-11-27 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: MN

Complaint narrative:
I applied for and received the XXXX XXXX XXXX American Express XXXX XXXX around XX/XX/XXXX. This card carries a hefty {$690.00} annual fee and in return comes with a set of benefits. XXXX of the primary unique benefits of the card is conferring " XXXX '' status with XXXX XXXX XXXX 's loyalty program. This is a highly valued benefit and a driving reason for to me apply for this card. 
Typically, this status should reflect in my XXXX account within a few days of the card being approved but I have still not received this status on XXXX due to unknown issues at Amex. 
Additionally, the card allows me to accrue XXXX points through spend, elevated points through staying at XXXX, and a sign up bonus. Since my Amex card is still not connected with my XXXX account, I also do not have any of my card spend $ show up as points on my XXXX account. Nor has my sign up bonus points shown up. In total, this adds up to XXXX points till date which has a value north of {$1000.00}. 

It has also resulted in me losing out on all of the above benefits that I should have been privy to at a recent trip involving a XXXX stay near end of XXXX. 

In regards to this issue, I originally reached out to Amex on XX/XX/XXXX via chat and again on XX/XX/XXXX via chat. ( Can share screenshots for these ). I then called them on XX/XX/XXXX to follow up and again on XX/XX/XXXX. The XX/XX/XXXX call got me to a more helpful agent who took some diligence in looking into the matter more keenly. Prior to this, the agents simply sent a request each time to XXXX to connect my Amex and XXXX accounts. 
The agent from XX/XX/XXXX followed up with on XX/XX/XXXX and XX/XX/XXXX to say this is still being worked on. During this time, I noticed that Amex had the last XXXX letters of my last name truncated due to length whereas XXXX did not and hypothesized that this might be causing the issue at hand. The agent in question initiated a name change at Amex and this was completed soon after. The same agent followed up with me on XX/XX/XXXX to say that she has requested the link for my account & XXXX to be established. This is the last I received a follow up from Amex 's side proactively. I called on XX/XX/XXXX asking for an update and was told this is still being worked on and has been escalated ( spoke to a different person this time- not same agent as last few calls ). I initiated a chat with Amex today ( XX/XX/XXXX ) to follow up again and was given same reply that this is still being worked on. 

At this point, it seems like Amex is working on this in bad faith with not much interest in resolving the problem. The status match and the points are the primary drivers to pay such a huge sum to have this card but the company is taking no actual interest it figuring out the problem. 
They have also refused to offer any partial refund in annual fee as a result of not providing the benefits they promise with this card.

Company response to consumer: Closed with non-monetary relief