Consumer complaint received 2025-03-06 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: CA

Complaint narrative:
American Express XXXX XXXX XXXX XXXX XXXX, TX XXXX Dear Sir/Madam, I am writing to you as a last resort after all my attempts to register my complaints over chat and twice on phone failed. Your customer service representatives are trained to delay, defer and deny my complaints and not to show remorse or resolve. 

I recently booked my hotel bookings through AMEX TRAVEL : Trip to XXXX XXXX XX/XX/XXXX - XX/XX/XXXX Booking Confirmation # : XXXX Trip to XXXX XX/XX/XXXX - XX/XX/XXXX Booking Confirmation # : XXXX Trip to XXXX XX/XX/XXXX - XX/XX/XXXX Booking Confirmation # : XXXX While I did not have any problems with the XXXX XXXX XXXXt ( member of XXXX ) at XXXX, the problems were with the bookings with XXXX at XXXX XXXX and XXXX . 

While I have several complaints, the major ones which made my stay unpleasant are : XXXX. I enclose a screen shot of AMEX XXXX XXXX promised on your website for your ready reference downloaded a few minutes before I wrote this note. 

XXXX. XXXX XXXX XXXX was unaware of the booking made through AMEX they told me that the booking was made XXXX and not by Amex Travel and as part of their deal with XXXX, the rate was highly discounted with an understanding that all XXXX benefits were surrendered. Even though, I travelled using ANEX Travel for nearly a decade, I was not aware of your outsourcing the services to XXXX. 

XXXX. The XXXX number was not recorded with the booking ; therefore we were not offered any of the benefits guaranteed with the platinum card and by XXXX XXXX XXXX. While surrendering the monetary benefits like points for stay for a lower rate is acceptable to me, I did not see any reason for surrendering the non-monetary benefits like using the credit card saved in my XXXX account, pre arrival benefits like digital key and online check out facility. 

XXXX. Of course I am equally disappointed with XXXX XXXX for not showing remorse and correcting the error on my pointing out to them when I checked in. 

XXXX. To add insult to injury, the XXXX XXXX XXXX printed an invoice with the room rent which was already prepaid by XXXX ( on behalf of Amex XXXX XXXX?? ). The amount shown was lower than the amount prepaid to AMEX. 

I am escalating this issue as I do not want this to happen to any other gullible traveler as AMEX XXXX is XXXX XXXX XXXX bookings and XXXX XXXX do not protect the rights of their guests against the manipulation of AMEX XXXX, AMEX Travel and XXXX. 

I guess that in the absence of a direct channel for complaints, the only option open to me is the social media to name and shame those involved in this sham. 

I await your promised action against my complaint. 

Thanks and Best Regards XXXX XXXX XXXX XXXX XXXX XXXX Ct, XXXX XXXX, CA XXXX XXXX XXXX | p. XXXX | XXXX XXXX | ________________________________________ CONFIDENTIALITY NOTICE : This e-mail message and its attachments are for the sole use of the intended recipients. They may contain confidential information, legally privileged information or other information subject to legal restrictions. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient, do not read, copy, use or disclose this message or its attachments ; please notify the sender by replying to this message and delete or destroy all copies of this message and attachments in all media. Thank you.

Company response to consumer: Closed with explanation