Consumer complaint received 2018-01-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: NJ

Complaint narrative:
I am due a referral bonus on the XXXX XXXX card for 25,000. I am sure that the referral used my link as I watched him submit his application, which was approved. An investigation was opened onXX/XX/XXXX. I was promised action no later than XX/XX/XXXX. It has not come. 

I have chatted many times, to no avail : XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX HI i never received my referral bonus on the XXXX card You - XX/XX/XXXX XXXX XXXX i referred someone who got the XXXX XXXX and used my referral link to sign up and i am due 25,000 points You - XX/XX/XXXX XXXX XXXX this was from XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX??? 
You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi. Thank you for chatting with us. I see the reason you are chatting in today XXXX- XX/XX/XXXX XXXX XXXX I 'll quickly check this for you XXXX- XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming! 
XXXX XX/XX/XXXX XXXX XXXX Please allow me a quick moment XXXX- XX/XX/XXXX XXXX XXXX May I know if the person you referred, applied and got approved for the link sent to them in the email? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming! 
XXXX XX/XX/XXXX XXXX XXXX we did it together You - XX/XX/XXXX XXXX XXXX  so i am 100 % postive You - XX/XX/XXXX XXXX XXXX May I also know when did you referred your friend for the XXXX XXXX Card? 
XXXX XX/XX/XXXX XXXX XXXX in XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX Thank you. 
XXXX XX/XX/XXXX XXXX XXXX I 've just sent you a security question. Please help me with the answer to it XXXX- XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX   not You - XX/XX/XXXX XXXX XXXX Secured form has been received hing You - XX/XX/XXXX XXXX XXXX Secured form has been sent did it You - XX/XX/XXXX XXXX XXXX   Thank you XXXX- XX/XX/XXXX XXXX XXXX yw You - XX/XX/XXXX XXXX XXXX Since the referral bonus points have not been added to the account yet therefore what I can do is ... 
XXXX XX/XX/XXXX XXXX XXXX I can go ahead and file an investigation about this with our dedicated team for you now and the maximum time it takes to get is resolved is 6-8 weeks ... 
XXXX XX/XX/XXXX XXXX XXXX thank You - XX/XX/XXXX XXXX XXXX you You - XX/XX/XXXX XXXX XXXX However, investigations like these usually gets resolved sooner XXXX- XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX You can get back to us after few days and we 'll be able to check and assist you with the status for the investigation further then XXXX- XX/XX/XXXX XXXX XXXX Will that be fine with you? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming! 
XXXX XX/XX/XXXX XXXX XXXX May I have your friend 's name to whom you referred along with their email address? 
XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX You - XXXX XXXX, XXXX XXXX XXXX XXXX You - XXXX XXXX, XXXX XXXX XXXX Thank you for the details. Please allow me a moment XXXX- XX/XX/XXXX XXXX XXXX would you have to major in that You - XX/XX/XXXX XXXX XXXX opps sorry You - XX/XX/XXXX XXXX XXXX I 've filed an investigation about this for you now XXXX- XX/XX/XXXX XXXX XXXX ok thanks You - XX/XX/XXXX XXXX XXXX No worries XXXX- XX/XX/XXXX XXXX XXXX You 're welcome ' XXXX- XX/XX/XXXX XXXX XXXX Is there anything else I can assist you with? 
XXXX XX/XX/XXXX XXXX XXXX no You - XX/XX/XXXX XXXX XXXX ill chat back soon You - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX , how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX hi any word on my referral bonus for the surpass card You - XX/XX/XXXX XXXX XXXX i chatted last week You - XX/XX/XXXX XXXX XXXX??? 
You - XX/XX/XXXX XXXX XXXX HELLO? 
You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Am I chatting with XXXX. 
XXXX XX/XX/XXXX XXXX XXXX Hi, I will certainly help you with XXXX. 
XXXX XX/XX/XXXX XXXX XXXX Am I chatting with XXXX XXXX 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX thsnks You - XX/XX/XXXX XXXX XXXX they opened a case You - XX/XX/XXXX XXXX XXXX One moment while I look up your account XXXX- XX/XX/XXXX XXXX XXXX thank you You - XX/XX/XXXX XXXX XXXX they told me to chat back this week You - XX/XX/XXXX XXXX XXXX do you see anything? 
You - XX/XX/XXXX XXXX XXXX Yes, I see that we have a open case on your accunt, I am going through it. 
XXXX XX/XX/XXXX XXXX XXXX ty You - XX/XX/XXXX XXXX XXXX I see that your case is still open with us and our team is reviewing your request. 
XXXX XX/XX/XXXX XXXX XXXX will they contact me or do i have to keep checking in You - XX/XX/XXXX XXXX XXXX Normally it takes a billing cycle to resolve these kind of issue, however they are a backend team so they would not be able to contact you, I would request you to contact us after some time o check the status. 
XXXX XX/XX/XXXX XXXX XXXX this dates back to XX/XX/XXXX - and I have contacted twice already You - XX/XX/XXXX XXXX XXXX please add to the notes that this should have happened automatically You - XX/XX/XXXX XXXX XXXX I am going to put notes on your account about it, and I apologize for the hassle you had to go through. 
XXXX XX/XX/XXXX XXXX XXXX Is there anything else I can assist you with today? 
XXXX XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
XXXX XX/XX/XXXX XXXX XXXX  Since we have not heard from you for some time, we will now end this chat. Please XXXX XXXX with us again if we can be of further assistance. 
XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX , how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX hi my referral points still have n't posted You - XX/XX/XXXX XXXX XXXX on the XXXX card You - XX/XX/XXXX XXXX XXXX  it was escalated and i was told to cal back You - XX/XX/XXXX XXXX XXXX  XXXX has joined the conversation chat You - XX/XX/XXXX XXXX XXXX Hi! I see you 're chatting in regards to thereferral points. 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX I 'll quickly pull up the account and check for you. 
XXXX XX/XX/XXXX XXXX XXXX  thanks You - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX ? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming! 
XXXX XX/XX/XXXX XXXX XXXX I 've checked the case status. I see our team is working on it. We 've the details and we 're trying to close it at the earliest. 
XXXX XX/XX/XXXX XXXX XXXX when? 
You - XX/XX/XXXX XXXX XXXX 6-8 weeks is the maximum time for all investigations, however, most such cases are resolved much sooner. You may contact us after 10-15 days and we 'll provide you with an update. 
XXXX XX/XX/XXXX XXXX XXXX Please let me know if there 's anything else I may assist you with? 
XXXX XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
XXXX XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please XXXX XXXX with us again if we can be of further assistance. 
XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX , how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX  hi - my bonus points for a referral on the XXXX  still have not posted You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation any update? 
You - XX/XX/XXXX XXXX XXXX I am sorry for the inconvenience XXXX XX/XX/XXXX XXXX XXXX Le me check on this for you. 
XXXX XX/XX/XXXX XXXX XXXX Am I chatting with XXXX XXXX 
XXXX XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX  XXXX You - XX/XX/XXXX XXXX XXXX Thank you. 
XXXX XX/XX/XXXX XXXX XXXX yw You - XX/XX/XXXX XXXX XXXX Was that against your XXXX card? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX  XXXX You - XX/XX/XXXX XXXX XXXX XXXX You - XX/XX/XXXX XXXX XXXX I do see that we have noted the investigation on this.. 
XXXX XX/XX/XXXX XXXX XXXX That is still showing pending status with our marketing team XXXX- XX/XX/XXXX XXXX XXXX May I also confirm the name and DOB of your referral? 
XXXX XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
XXXX XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please XXXX XXXX with us again if we can be of further assistance. 
XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX , how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX still no bonus on the XXXX referral You - XX/XX/XXXX XXXX XXXX have been chatting in about it since XX/XX/XXXX. 
You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi - XX/XX/XXXX XXXX XXXX  still owed 25,000 points You - XX/XX/XXXX XXXX XXXX I see you want to chat about the referal bonus. 
- XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX  referral * - XX/XX/XXXX XXXX XXXX I 'll quickly check the status for you. 
- XX/XX/XXXX XXXX XXXX id like to speak with a supervisor please You - XX/XX/XXXX XXXX XXXX Sure. 
- XX/XX/XXXX XXXX XXXX thanks You - XX/XX/XXXX XXXX XXXX Is thisXXXX with me? 
- XX/XX/XXXX XXXX XXXX  yes You - XX/XX/XXXX XXXX XXXX Thanks - XX/XX/XXXX XXXX XXXX  yw You - XX/XX/XXXX XXXX XXXX One moment please, let me connect you with my Supervisor. 
- XX/XX/XXXX XXXX XXXX  ok You - XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has joined the conversation Hi XXXX. 
- XX/XX/XXXX XXXX XXXX hi You - XX/XX/XXXX XXXX XXXX Please allow me a moment while I go through the discussion you had with XXXX. 
- XX/XX/XXXX XXXX XXXX i have chatted in several times since my fist query about the referral back on XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX  thanks You - XX/XX/XXXX XXXX XXXX Oh, okay. I am sorry about this XXXX. Just a minute please, I am reviewing the account. 
- XX/XX/XXXX XXXX XXXX thanks You - XX/XX/XXXX XXXX XXXX I appreciate your patience, thanks for waiting XXXX. 
- XX/XX/XXXX XXXX XXXX I see it is about a referral bonus for a referral you did through your XXXX XXXX XXXX XXXX. 
- XX/XX/XXXX XXXX XXXX Just to be sure, could you please confirm when the card was approved for your referral? 
- XX/XX/XXXX XXXX XXXX XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX By any chance do you have the exact date? 
- XX/XX/XXXX XXXX XXXX no You - XX/XX/XXXX XXXX XXXX but i am sure that is something that you can access? 
You - XX/XX/XXXX XXXX XXXX I am afraid, I do not see any referral on the account, thus I am asking for the specifics. 
- XX/XX/XXXX XXXX XXXX  and I am not sure why that is of importance at this late stage of the game You - XX/XX/XXXX XXXX XXXX  this has been investigated for two months already You - XX/XX/XXXX XXXX XXXX The maximum time frame for this investigation is 6-8 weeks XXXX. 
- XX/XX/XXXX XXXX XXXX I need few details from you. 
- XX/XX/XXXX XXXX XXXX Could you please confirm the last five of the card which was approved for your referral? 
- XX/XX/XXXX XXXX XXXX Also, please confirm the first and last name along with the billing address. 
- XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX need a supervisor You - XX/XX/XXXX XXXX XXXX To better assist you, please wait a moment while I bring in a Customer Care Professional. 
Virtual Assistant - XX/XX/XXXX XXXX XXXX I am here with you XXXX. Did you get my last response? 
- XX/XX/XXXX XXXX XXXX the first charge on his card is XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX I already gave all of this info weeks ago You - XX/XX/XXXX XXXX XXXX   XXXX XXXX You - XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX nj XXXX You - XX/XX/XXXX XXXX XXXX Okay. 
- XX/XX/XXXX XXXX XXXX Thanks for the details. 
- XX/XX/XXXX XXXX XXXX i need to ask about the last five - please hold a minute You - XX/XX/XXXX XXXX XXXX Sure. 
- XX/XX/XXXX XXXX XXXX XXXX You - XX/XX/XXXX XXXX XXXX Thank you. 
- XX/XX/XXXX XXXX XXXX he is my relative and we used the link to open his account and I know for a fact bc he did it with me there You - XX/XX/XXXX XXXX XXXX and I am really annoyed with the whole process You - XX/XX/XXXX XXXX XXXX every time i login i get an ad to refer people and get points You - XX/XX/XXXX XXXX XXXX I totally understand and will update all this information in the ongoing investigation. Would request you to please wait for the investigation to get completed. 
- XX/XX/XXXX XXXX XXXX  you just told me that you do n't see any referrals on the card You - XX/XX/XXXX XXXX XXXX and i was told it takes 6-8 weeks and it has been longer than that You - XX/XX/XXXX XXXX XXXX when will this be completed? 
You - XX/XX/XXXX XXXX XXXX it should not take this long to receive 25,000 referral You - XX/XX/XXXX XXXX XXXX The investigation I see was opened on XXXX and it will take maximum 6-8 weeks form this date. This is the standard time frame for this investigation XXXX. 
- XX/XX/XXXX XXXX XXXX why did they wait until then? I brought it to their attn on XX/XX/XXXX and I was told it would be investigated You - XX/XX/XXXX XXXX XXXX ill check back You - XX/XX/XXXX XXXX XXXX  thanks You - XX/XX/XXXX XXXX XXXX Actually the standard time frame for referral bonus to get issued is 8 weeks from the date the referral card is approved after meeting the terms. 
- XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX update on my referral bonus please You - XX/XX/XXXX XXXX XXXX? 
You - XXXX XXXX, XXXX XXXX XXXX??? 
You - XXXX XXXX, XXXX XXXX XXXX  XXXX has joined the conversation Hi, I am sorry for long wait time - XX/XX/XXXX XXXX XXXX  I will quickly check inquiry status regarding referral bonus - XX/XX/XXXX XXXX XXXX  Am I chatting with XXXX? 
- XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
- XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please XXXX XXXX with us again if we can be of further assistance. 
- XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX update on my referral bonus please You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation XXXX You - XX/XX/XXXX XXXX XXXX Hi. 
XXXX XX/XX/XXXX XXXX XXXX I see that you want to chat aboutupdate on my referral bonus. 
XXXX XX/XX/XXXX XXXX XXXX hi You - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Sure, I will check this for you. 
XXXX XX/XX/XXXX XXXX XXXX Am I chatting with XXXX XXXX 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you. 
XXXX XX/XX/XXXX XXXX XXXX yw You - XX/XX/XXXX XXXX XXXX please allow me a moment to check this for you. 
XXXX XX/XX/XXXX XXXX XXXX May I know the offer details which you are referring to? 
XXXX XX/XX/XXXX XXXX XXXX  scroll back You - XX/XX/XXXX XXXX XXXX I 've chatted these details too many times already You - XX/XX/XXXX XXXX XXXX there should be notes You - XX/XX/XXXX XXXX XXXX let me check. 
XXXX XX/XX/XXXX XXXX XXXX May I know if you have received the offer online or by the email? 
XXXX XX/XX/XXXX XXXX XXXX it was a referral offer in my online acct You - XX/XX/XXXX XXXX XXXX i ca n't believe that this is n't all documented You - XX/XX/XXXX XXXX XXXX  can you pleas get a supervisor You - XX/XX/XXXX XXXX XXXX this is ridiculous already You - XX/XX/XXXX XXXX XXXX Sure. 
XXXX XX/XX/XXXX XXXX XXXX please stay connected, let me get the supervisor. 
XXXX XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has joined the conversation Hello - XX/XX/XXXX XXXX XXXX Please allow me a moment to review the conversation. 
- XX/XX/XXXX XXXX XXXX thanks You - XX/XX/XXXX XXXX XXXX  this has been ongoing since XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX and an investigation was opened in XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX  I understand your concern, please allow me a moment. 
- XX/XX/XXXX XXXX PM Thank you for your patience. 
- XX/XX/XXXX XXXX PM I have checked the records and see that aninvestigation is already open and it will be completed within 6-8 weeks from the date on which it was opened. 
- XX/XX/XXXX XXXX XXXX its been 6 weeks You - XX/XX/XXXX XXXX XXXX Right, please allow 2 more weeks. 
- XX/XX/XXXX XXXX XXXX so what is the date when it will be done You - XX/XX/XXXX XXXX XXXX definitely done You - XX/XX/XXXX XXXX XXXX I can not provide an exact date, but the investigation should be completed by XX/XX/XXXX. 
- XX/XX/XXXX XXXX XXXX thanks You - XX/XX/XXXX XXXX XXXX  should be or will be? 
You - XX/XX/XXXX XXXX XXXX As I mentioned, I can not provide an exact date. 
- XX/XX/XXXX XXXX XXXX could it take LONGER than 6-8 weeks You - XX/XX/XXXX XXXX XXXX  or is 8 weeks the limit You - XX/XX/XXXX XXXX XXXX It is usually completed within 8 weeks but in rare cases may take slightly more time. 
- XX/XX/XXXX XXXX XXXX not sure what could possibly take this long You - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX I still have not received my referral bonus from XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX Was told that the review would be done by 1/10 You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation see prior chats You - XX/XX/XXXX XXXX XXXX hello? 
You - XX/XX/XXXX XXXX XXXX Hello. Welcome to American Express XXXX XXXX. I see you are chatting in reference tonot received my referral bonus from XX/XX/XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX I am really sorry for the delay - XX/XX/XXXX XXXX XXXX Let me check this for you. 
-XX/XX/XXXX XXXX XXXX is this XXXX with me? 
- XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? 
-XX/XX/XXXX XXXX XXXX  Since we have not heard from you for some time, we will now end this chat. Please XXXX XXXX with us again if we can be of further assistance. 
- XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX checking on my referral bonus - see chats prior You - XX/XX/XXXX XXXX XXXX  XXXX has joined the conversation Hi, I see you 've filled a Chat Reason, I 'll quickly read it. Am I chatting with XXXX today? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX on the XXXX card You - XX/XX/XXXX XXXX XXXX  XXXX You - XX/XX/XXXX XXXX XXXX  Thank you for confirming XXXX! I am checking that for you, please stay with me. 
XXXX XX/XX/XXXX XXXX XXXX an investigation was opened in XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX You are right, investigation was opened on XX/XX/XXXX XXXX- XX/XX/XXXX XXXX XXXX and it is still in the open status and our specialized teams are working on it XXXX- XX/XX/XXXX XXXX XXXX i was told that it would be completed by XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX Yes, that 's the minimum amount of time, most of the investigation completed by that time frame XXXX- XX/XX/XXXX XXXX XXXX   However, since you have a critical matter, our teams are still working on your case XXXX- XX/XX/XXXX XXXX XXXX this is a CRITICAL matter? 
You - XX/XX/XXXX XXXX XXXX its actually very simple. 
You - XX/XX/XXXX XXXX XXXX  when will it be complete You - XX/XX/XXXX XXXX XXXX???????????????????? 
You - XX/XX/XXXX XXXX XXXX  XXXX, I do see that you have been following this for some time and also, that they have updated your card account with the information that you are following up for long on this and it should be expedited and resolved XXXX XX/XX/XXXX XXXX XXXX  so why then has it not been expidited and resolved? 
You - XX/XX/XXXX XXXX XXXX I have also updated your investigation and also, I asked my supervisor to personally take care of this and update it so that it can be resolved as soon as possible XXXX XX/XX/XXXX XXXX XXXX as promised? 
You - XX/XX/XXXX XXXX XXXX what is your superiors name You - XX/XX/XXXX XXXX XXXX supervisor 's You - XX/XX/XXXX XXXX XXXX  XXXX is the supervisor who gave me the completion date of XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX can you please get your supervisor on the chat You - XX/XX/XXXX XXXX XXXX However, to be very honest with you we here can update the investigation to get it expedited, our specialized team takes care of that at there level. His name is XXXX. 
XXXX XX/XX/XXXX XXXX XXXX please get XXXX on the line You - XX/XX/XXXX XXXX XXXX   Sure, let me check it for you XXXX- XX/XX/XXXX XXXX XXXX  XXXX has left the conversation XXXX has joined the conversation Hi, this is XXXX - XX/XX/XXXX XXXX XXXX   XXXX XXXX supervisor - XX/XX/XXXX XXXX XXXX hi XXXX. i am leaving a post the XXXX   page right now about this situation You - XX/XX/XXXX XXXX XXXX i would like, finally, after four months of waiting, a real answer about when my referral points will post You - XX/XX/XXXX XXXX XXXX  from what i can tell, this is an ongoing problem with XXXX You - XX/XX/XXXX XXXX XXXX and i simply ca n't figure out how something as simple as this could take so long to get straight You - XX/XX/XXXX XXXX XXXX XXXX, we are extremely sorry for the trouble and we certainly do n't intent to disappoint you but I certainly do understand that it has been while that you have n't received any resolution on this. 
- XX/XX/XXXX XXXX XXXX i am not interested in " sorry '' - I need info You - XX/XX/XXXX XXXX XXXX But please allow me a moment, let me review this again for you. 
- XX/XX/XXXX XXXX XXXX what is going on You - XX/XX/XXXX XXXX XXXX One moment please. I am checking if I can check - XX/XX/XXXX XXXX XXXX  Thank you for your patience and I am really sorry once again, but from my end only getting the option to update on the opened inquiry to get it resolved and that 's the maximum I am able to do from my end. 
- XX/XX/XXXX XXXX XXXX this is not helpfuul You - XX/XX/XXXX XXXX XXXX helpful You - XX/XX/XXXX XXXX XXXX please advise You - XX/XX/XXXX XXXX XXXX XXXX, I totally understand what you saying, but honestly the points for which the inquiry is opened is 25k and even if I wish to resolve this we are unable to issue these many points - XX/XX/XXXX XXXX XXXX please advise You - XX/XX/XXXX XXXX XXXX I would request to give us few more days and I will personally mention to get this resolved in 3-4 days if not more. 
- XX/XX/XXXX XXXX XXXX  i do n't believe that. I want a resolution today - which is FIVE DAYS LATER than the date I was last told You - XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX XXXX just disconnected my chat You - XX/XX/XXXX XXXX XXXX  XXXX has joined the conversation hi please reconnect me with XXXX You - XX/XX/XXXX XXXX XXXX  see above You - XX/XX/XXXX XXXX XXXX  Hi. 
XXXX XX/XX/XXXX XXXX XXXX Is this XXXX with me? 
XXXX XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX  Thank you. 
XXXX XX/XX/XXXX XXXX XXXX  I checked and see that XXXX is assisting other card members with their issues, and is presently not available, however, I can help you with your issue. 
XXXX XX/XX/XXXX XXXX XXXX no he is not You - XX/XX/XXXX XXXX XXXX  he literally JUST disconnected my chat You - XX/XX/XXXX XXXX XXXX i need to ask him why You - XX/XX/XXXX XXXX XXXX and also have him get me a resolution You - XX/XX/XXXX XXXX XXXX its not great customer service to hang up on your customer You - XX/XX/XXXX XXXX XXXX BTW just as a disclosure, I am live posting on the XXXX XXXX page about this chat You - XX/XX/XXXX XXXX XXXX I am very sorry for any inconvenience caused to you. 
XXXX XX/XX/XXXX XXXX XXXX i do n't want " sorry '' - I want a resolution You - XX/XX/XXXX XXXX XXXX Allow me a moment please. 
XXXX XX/XX/XXXX XXXX XXXX Please stay connected as I am checking for some information to help you further on it. 
XXXX XX/XX/XXXX XXXX XXXX i will You - XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has left the conversation XXXX has joined the conversation hi XXXX You - XX/XX/XXXX XXXX XXXX Hi XXXX. 
- XX/XX/XXXX XXXX XXXX Please allow me a moment. 
- XX/XX/XXXX XXXX XXXX  I am really sorry about the disconnection. However, I checked and see it happened because of technical issue. 
- XX/XX/XXXX XXXX XXXX I am sure You - XX/XX/XXXX XXXX XXXX Chat has not been disconnected by the supervisor. 
- XX/XX/XXXX XXXX XXXX what was the issue exactly? 
You - XX/XX/XXXX XXXX XXXX And I sincerely apologize for this inconvenience. 
- XX/XX/XXXX XXXX XXXX still waiting for answers You - XX/XX/XXXX XXXX XXXX It was a technical issue. 
- XX/XX/XXXX XXXX XXXX please elaborate You - XX/XX/XXXX XXXX XXXX I am really sorry, I do not know what exactly is the technical issue behind it. Because from our end we do not end the chat. 
- XX/XX/XXXX XXXX XXXX now please offer me a resolution regarding my bonus You - XX/XX/XXXX XXXX XXXX??????? 
You - XX/XX/XXXX XXXX XXXX Okay. 
- XX/XX/XXXX XXXX XXXX Let me check on that. 
- XX/XX/XXXX XXXX XXXX Please get a superviosr You - XX/XX/XXXX XXXX XXXX XXXX would be great since he 's already informed You - XX/XX/XXXX XXXX XXXX  before he disconnected You - XX/XX/XXXX XXXX XXXX Let me check. 
- XX/XX/XXXX XXXX XXXX let me see if XXXX is available now. 
- XX/XX/XXXX XXXX XXXX Okay, he is available. I am connecting the chat now. 
- XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has left the conversation XXXX has joined the conversation Hi XXXX. 
- XX/XX/XXXX XXXX XXXX Sorry the previous chat got disconnected - XX/XX/XXXX XXXX XXXX Weird, huh? 
You - XX/XX/XXXX XXXX XXXX And then, seconds later, you were unavailable - already working with other customers You - XX/XX/XXXX XXXX XXXX even more weird! 
You - XX/XX/XXXX XXXX XXXX Yup, sorry about that, but as i was saying, I have reviewed the options and at the moment we could only send an update the the team which is looking into it to get it resolved. Which we have already done - XX/XX/XXXX XXXX XXXX I am not satisfied with that response. 
You - XX/XX/XXXX XXXX XXXX Well, I came back to chat with you now. 
- XX/XX/XXXX XXXX XXXX  In fact, I am currently crowned sourcing the idea of collecting the names of others who are in a similar situation and joining forces to force XXXX to give us what has been promised You - XX/XX/XXXX XXXX XXXX I totally understand what you saying and as I mentioned we certainly do n't intent to disappoint you at any point in time. But yes, other than updating the opened inquiry I will go ahead and personally ask the team to get this resolved for you and I would request to check back in 3-5 days and honestly that 's the maximum I can do in this case. And you can ask for me if required. 
- XX/XX/XXXX XXXX XXXX who is your supervisor? 
You - XX/XX/XXXX XXXX XXXX I am the highest level supervisor on chat. 
- XX/XX/XXXX XXXX XXXX But as I mentioned, I am trying to check for the best option here and not trying to get away as we do want this to get resolved, since the team which looks into it works on backend I will go ahead and follow up personally with them and will try to get this resolved soon. 
- XX/XX/XXXX XXXX XXXX  I found a XXXX page that I will also be posting on in an effort to get the word out and get this resolved. 
You - XX/XX/XXXX XXXX XXXX I am seeking support from anyone else who has had a similar issue You - XX/XX/XXXX XXXX XXXX and from what I can see, there are many You - XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation XXXX has joined the conversation or did XXXX disconnect from me again You - XX/XX/XXXX XXXX XXXX Hi - XX/XX/XXXX XXXX XXXX I am so sorry about the chat disconnect - XX/XX/XXXX XXXX XXXX what happened? 
You - XX/XX/XXXX XXXX XXXX It seems that the chat got disconnected automatically. Please allow me a moment, I will read the past conversation. 
- XX/XX/XXXX XXXX XXXX  Just to confirm, am I chatting with XXXX? 
- XX/XX/XXXX XXXX XXXX yep You - XX/XX/XXXX XXXX XXXX  Thank you. I am reading the past chats now. Please allow me a few moments. 
- XX/XX/XXXX XXXX XXXX I read the past conversation and I see that you were chatting with XXXX - XX/XX/XXXX XXXX XXXX  Please allow me a moment, I will try to get you connected again - XX/XX/XXXX XXXX XXXX Hi, this is XXXX - XX/XX/XXXX XXXX XXXX   XXXX has left the conversation XXXX has left the conversation XXXX has left the conversation XXXX has joined the conversation XXXX, I am sorry for the trouble as the chat 's getting disconnected - XX/XX/XXXX XXXX XXXX Two disconnects! that 's a record! 
You - XX/XX/XXXX XXXX XXXX It is a technical error. But if you see anytime it is getting disconnected I am being available to chat. 
- XX/XX/XXXX XXXX XXXX very convenient You - XX/XX/XXXX XXXX XXXX love the XXXX customer service You - XX/XX/XXXX XXXX XXXX after only 10 chats this issue is still not resolved You - XX/XX/XXXX XXXX XXXX four months later You - XX/XX/XXXX XXXX XXXX   and after the completion date You - XX/XX/XXXX XXXX XXXX  And XXXX, as promised I am going to follow up with the team and will ask them to look into this on priority. And would request to give us 2-3 days and would request to give us an opportunity to reach out to the team personally to get this resolved. 
- XX/XX/XXXX XXXX XXXX And as mentioned I am available on chat incase you do n't see it getting resolved. 
- XX/XX/XXXX XXXX XXXX i will be following up with corporate You - XX/XX/XXXX XXXX XXXX on XX/XX/XXXX You - XX/XX/XXXX XXXX XXXX  We honestly would n't be able to stop, but yes I would request to give us 2-3 days and we sure will personally ask the team to look into this ASAP - XX/XX/XXXX XXXX XXXX you wo n't be able to stop what? 
You - XX/XX/XXXX XXXX XXXX  I meant, we do n't really wish to disappoint you but we ca n't stop you from reaching out to Corporate, but I will try my best to get this resolved to avoid such situation. 
- XX/XX/XXXX XXXX XXXX I will follow up You - XX/XX/XXXX XXXX XXXX Thank you so much for your co-operation and I will work on this for you. 
- XX/XX/XXXX XXXX XXXX Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. 
- XX/XX/XXXX XXXX XXXX The chat is still connected, so I will disconnect it from my end. Thank you for your Card Membership and have a great day! 
- XX/XX/XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX  Hi XXXX, how can I help you today? 
Virtual Assistant - XX/XX/XXXX XXXX XXXX see prior chats please You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi. I see the reason you are chatting in. I will quickly try to check your previous chat. 
XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? 
XXXX - XX/XX/XXXX XXXX XXXX i was told that my investigation would be completed by yesterday and once again it is not You - XX/XX/XXXX XXXX XXXX do you have a fax number for corporate at XXXX XXXX in NY? 
You - XX/XX/XXXX XXXX XXXX XXXX  You - XX/XX/XXXX XXXX XXXX XXXX You - XX/XX/XXXX XXXX XXXX Let me check that. 
XXXX - XX/XX/XXXX XXXX XXXX  Do you wish to fax the details to American Express? 
XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Sure. One moment. 
XXXX - XX/XX/XXXX XXXX XXXX this is horrible customer service ice You - XX/XX/XXXX XXXX XXXX service You - XX/XX/XXXX XXXX XXXX I am really sorry for any trouble caused to you. 
XXXX - XX/XX/XXXX XXXX XXXX Request you send the fax at ( XXXX ) XXXX or ( XXXX ) XXXX XXXX - XXXX XXXX, XXXX XXXX XXXX  i will. thank you

Company response to consumer: Closed with non-monetary relief