Consumer complaint received 2025-11-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
Issue : Denial of earned reward points + repeated misrepresentation by American Express representatives I am filing this complaint because American Express is refusing to allow me to redeem my earned Membership Rewards points despite my account being in good standing, and because multiple representatives have given me false, contradictory, and misleading information regarding the reason for the denial. 
On my first call, I was connected to the Fraud Department. I spoke with a representative, completed full identity verification, and was explicitly told that there was no fraud on my account and that I was fully cleared to use my Membership Rewards points. This statement was false. My redemption was denied immediately afterward. 
A week later, I attempted to redeem my points again and the transaction was still declined. I called American Express again. During this call, I was told that I could only redeem my points through XXXX or a statement credit. This statement was also false Membership Rewards points can be redeemed in multiple ways, not only those XXXX options. 
I attempted to use my points on XXXX as instructed, but even a purchase of only {$34.00} was declined. I called again, and the representative put me on hold for approximately XXXX minutes. When she returned, she claimed the reason I could not use my points was because my reward point balance was higher than my available credit limit. This explanation is clearly untrue and impossible because Membership Rewards points are not tied to credit limits in any way, and especially because even a {$34.00} redemption was denied. The explanations provided by American Express personnel have been inconsistent and factually inaccurate. 
Additional Important Detail : Because XXXX representative insisted that the only way I was allowed to redeem my points was through a statement credit, I redeemed my points toward my account balance under that false instruction. I did not freely choose this option. I acted based on misinformation. Statement credit redemptions typically provide lower value than other types of redemptions, and I would have used my points differently if I had been given accurate information. This misinformation directly influenced my financial decision and caused me to lose the redemption flexibility and value that I rightfully earned. 
At this point, I have received XXXX different, mutually contradictory explanations, all of which were incorrect : XXXX. I was told I was cleared to redeem points by Fraud but I was not. 
XXXX. I was told I can only redeem through XXXX or statement credit which is false. 
XXXX. I was told my points were blocked because my point balance was higher than my available credit limit which is impossible and contradicts the terms of the program. 
These repeated misrepresentations have caused significant inconvenience, wasted time, and directly affected my financial choices. They have also prevented me from using the rewards I legally earned under the card agreement. I have made multiple good-faith attempts to resolve this directly with American Express XXXX but the explanations provided have been contradictory, inaccurate, and unsupported by the companys own terms and conditions. 
I am requesting that the CFPB require American Express to : Investigate why my redemptions were falsely blocked Remove any improper restrictions from my Membership Rewards account Restore full access to redeem my earned points Provide a written explanation of the cause and the corrective action taken Address the repeated misrepresentations provided by their employees Provide appropriate goodwill compensation for the service failures and financial impact caused by their incorrect instructions I have complied with all cardholder obligations, and there is no legitimate reason for American Express to continue blocking the use of my reward points. 
Thank you for reviewing this complaint.

Company response to consumer: Closed with explanation