Consumer complaint received 2024-11-15 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: NY

Complaint narrative:
I have been an American Express credit card customer since XXXX, and currently have four credit card products with the company : a XXXX XXXX XXXX XXXX XXXX XXXX a XXXX XXXX XXXX XXXX, a XXXX XXXX American Express Card, and a XXXX XXXX XXXX XXXX. Among the published benefits of the latter card, the XXXX XXXX XXXX XXXX, is a statement credit of up to {$190.00} per year to cover the cost of a XXXX XXXX membership, after paying for said membership using the XXXX XXXX XXXX XXXX. The fine print states the following : " Please allow up to XXXX weeks after a qualifying XXXX transaction is charged to the Card Account for the statement credit to be posted to the Account. American Express relies on accurate transaction data provided by the merchant to identify eligible XXXX Plus purchases. If you do not see a credit for a qualifying purchase on your eligible Card after XXXX weeks, please call the American Express number on the back of your Card. '' On XX/XX/XXXX, I used my XXXX XXXX XXXX XXXX to make a {$140.00} membership payment to XXXX for my annual XXXX Plus membership. When XXXX weeks elapsed without a statement credit to my account, I chatted on XX/XX/XXXX with American Express via their secure app, and supervisor " XXXX '' offered me a {$20.00} " goodwill credit '' for the " payment gateway glitch '' and for the trouble of not having received the promised statement credit of {$140.00}, and any late fees or penalties that resulted from not receiving the expected credit on that billing cycle. Firstly, I would like to assert that I believe American Express willfully and maliciously fails to provide the promised statement credits as a matter of practice, and passes the blame to XXXX, shielded by the aforementioned fine print that states that American Express " relies on accurate transaction data provided by the merchant to identify eligible XXXX Plus purchases. '' Is strains credulity to suggest that American Express can't accurately decipher a transaction listed as " XXXX *XXXX XXXX XXXX  '' ( as it was listed on my XX/XX/XXXX card statement ). Secondly, to date, I have yet to be provided with the promised {$20.00} " goodwill credit '' and have wasted an infuriating several hours on endless chats and calls, continuously passed from agent to agent to supervisor, each denying responsibility and offering no resolution. On my most recent chat, dated XX/XX/XXXX, " XXXX '' affirmed my entitlement to the {$20.00} goodwill credit, and said I would see it posted to my account within XXXX hours. I received no such credit, and today ( XX/XX/XXXX ) followed up first by phone, where I spoke with a dismissive and unhelpful supervisor named XXXX ( ID # : XXXX ) who flat out denied any knowledge of the credit, suggested he had no access to my chat history with his company, and offered only to submit a new complaint, the investigation of which could take XXXX to XXXX weeks to resolve, and which would require my calling American Express back to find out the status. I believe this Kafka-esque process - from the beginning, in which the company failed to provide the promised statement credit, on through to my trying to collect on a measly {$20.00} " goodwill credit '' that falls woefully short of compensating me for my time and anguish- is designed so that I will eventually give up, and American Express will not have to follow through on their promise.

Company response to consumer: Closed with monetary relief