Consumer complaint received 2026-05-27 00:00:00
Product: Credit 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: NM

Complaint narrative:
I am an American Express Platinum cardholder. On XX/XX/XXXX, I transferred XXXX Membership Rewards points from my account to my XXXX XXXX XXXX loyalty account. The transfer date and amount have been confirmed in writing by XXXX separate American Express representatives in live chat sessions XXXX " XXXX '' and Representative " XXXX. '' American Express has publicly and continuously represented the Membership Rewards to XXXX transfer ratio as XXXX : XXXX ( XXXX XXXX XXXX = XXXX XXXX XXXX points ). At that ratio, my XXXX transfer should have produced XXXX Aeromxico Rewards points. Additionally, in XX/XX/XXXX American Express was running an active XXXX % transfer bonus promotion to XXXX ( XXXX ratio, expiring XX/XX/XXXX ). If that promotional ratio applied, I should have received XXXX Aeromxico Rewards points. I received exactly XXXX Aeromxico Rewards points a XXXX ratio. This is a shortfall of at least XXXX points ( XXXX % short of the standard ratio ), and potentially XXXX points ( XXXX % short ) if the promotional ratio applied. American Express failed to deliver the consideration represented under its own published transfer terms. Separately, the points that were delivered have proven entirely unredeemable for over XXXX months. I have been unable to complete any award booking through the XXXX website. I have placed at least XXXX telephone calls to XXXX 's published XXXX customer service numbers ( XXXX and XXXX, the latter being the number XXXX itself identified to the U.S. Department of Transportation as its XXXX AM Rewards line ), across XXXX distinct dates in XX/XX/XXXX, totaling XXXX minutes on the line, documented in my XXXX XXXX XXXX XXXX. On these calls I have been hung up on, told English-language support is not available, transferred to disconnected lines, and not returned on promised callbacks. The points were transferred to fund an approximately {$10000.00} family vacation to XXXX, which has been entirely frustrated. I have contacted American Express on at least XXXX documented occasions through its live chat service, seeking ( XXXX ) Concierge or travel-team intervention with XXXX to complete a redemption ; ( XXXX ) reinstatement of the XXXX Membership Rewards points to my account, or an equivalent statement credit ; or ( XXXX ) escalation to American Express XXXXs Executive Customer Relations or Transfer Partner team. Every request has been refused on the record. XXXX " XXXX '' told me in writing that escalation beyond chat supervisors was " not possible '' and that " All colleagues, regardless of their title or level of authority, operate under the same guidelines. '' Representative " XXXX '' and XXXX " XXXX '' similarly told me, in writing, that the transfer is irreversible and that American Express does not hold any right post-transfer. On XX/XX/XXXX, I filed a complaint with the XXXX Department of Transportation ( XXXX Case # XXXX | XXXX ). XXXX filed a written response on XX/XX/XXXX, in which it claimed only XXXX customer contacts existed in its records a claim directly contradicted by my carrier-billed phone records. XXXX 's response also conspicuously failed to address the transfer ratio discrepancy or identify what ratio was applied to my XX/XX/XXXX transfer. Across this dispute I have expended in excess of XXXX hours of personal time on calls, redemption attempts, complaint drafting, follow-up with American Express XXXX and document preparation. At a reasonable professional rate this represents approximately {$4500.00} in time and inconvenience damages, on top of the point shortfall valued at approximately {$1500.00} to {$2400.00}. I have served American Express with a formal pre-litigation demand letter under the New Mexico Unfair Practices Act ( XXXX XXXX XXXX et seq. ), which provides for treble damages and attorneys ' fees. I am prepared to litigate if this matter is not resolved. I believe American Express has done the following wrong : ( XXXX ) failed to deliver the consideration represented under its published transfer ratio ; ( XXXX ) continues to advertise the XXXX ratio to current cardholders while delivering XXXX in my transaction; ( XXXX ) failed to ensure the partner credit matched the represented ratio as the originating program ; ( XXXX ) declined to reverse a partner transfer where the partner has short-delivered and provided no functioning redemption channel ; and ( XXXX ) refused to escalate to XXXX Customer Relations despite repeated requests, with a written representation that no such escalation pathway exists.

Company response to consumer: Closed with explanation