Consumer complaint received 2024-12-16 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: GA

Complaint narrative:
I signed up for an American Express XXXX XXXX card XX/XX/XXXX. The promotion I signed up for was : Earn XXXX Bonus Points after you use your new Card to make {$5000.00} in purchases within the first 6 months of Card Membership.1 Offer ends XXXX. 
{$250.00} annual fee. Terms apply. 

I started inquiring about the bonus points on XX/XX/XXXX- below are the transcripts from the multiple chats I had on their website. The dashes- are what I said. 
Hi XXXX, please select one of these options, or in a few words tell me what you need help with. 
-Question about an offer A Customer Care Professional will be with you shortly. 
-when do my XXXX  points go to my XXXX  accouint? 
Hi XXXX! Thanks for chatting with us, XXXX here. Which offer is it please? 
Are we referring for the welcome offer? 
-yes I have met the requirement I believe -- it's showing on amex but not in XXXX XXXX Appreciate you sharing that information. Welcome offer is being credited within 8-12 weeks automatically or less. 
It's being processed already as per checking your account, I would highly recommend that you wait for it. 
-ok great -thank you XX/XX/XXXX XXXX XXXX, how can I help you today? 
-points transferred to XXXX  A Customer Care Professional will be with you shortly. 
Hi, XXXX. My name is XXXX. I can see that you contacted us about points transfer ; I will do my best to assist you today. 
-I chatted with someone yesterday who told me that my points were in process of being transferred to XXXX and it should occur 3 days after statement closing. They are still not there. 
I have a trip planned next week and I really would like to be able to use the points I have earned Sure, I can completely understand about that. 
Im sorry youve had to deal with this issue. Let me quickly review the account, rest assured I will help you on this. 
-ok thank you another person said it was delayed because my acccount was new and it would be after the second statement dropped ( which that just happened beginning of XXXX ) Yes, I understand that and agree that usually that is the process. 
However after reviewing your account I see the points transfer is currently under a review. 
The account is currently under review to ensure all purchases meet the requirements within the terms and conditions. Points/ miles are awarded 8 - 12 weeks after the review and end of the billing period. 
-8-12 weeks from the review? that is not what I understood to be the plan when I signed up -so I am just at the mercy of this review? nothing can be done? 
I can understand about that, It is just to ensure that all the purchases meet the terms and conditions requirement of the welcome bonus offered. 
-ok what about the points I have earned on my purchases? 
why can't I get those?? 
-Yes, they are also on hold because of the review of your account. 
-if I at least had that then that would be fine All the points will be released in one go. 
-that is really a bad customer experience for me I am afraid to say but we dont have an option to process a manual transfer or intervene in the ongoing review, I would request you to please wait for some time and the points should show up, Im sorry we did not meet your expectations. We take our card members feedback seriously and continuously look for ways to improve our existing processes. Your feedback is important to us. 
-ok I really hope they send me a survey -or is there a way to log a complaint? 
I will take this as a feedback complaint, You can share details here on chat. 
-ok and we will stop using this card immediately until we get the points we were promised to sign up for your card -we should at least receive the points we earned on purchases, I understand the bonus points but I made the purchases I did based on the offer given to me. 

XX/XX/XXXX Welcome back XXXX! In a few words tell me what you need help with or select one of these topics : -Ask about transferring Membership Rewards points A Customer Care Professional will be with you shortly. 
Hello, XXXX! This is XXXX. I see you're chatting about points. I'm here to help! 
-still waiting to receive the points I have earned through purchases and the bonus from the promotion. They're still not in my bonvoy account and we are almost at the 3rd statement dropping Please bear with me as I review your account. Thank you. 
Appreciate your time! I see here that you've reached the threshold amount for the welcome bonus offer. However, I see here that the account is under a review to validate all the transactions you've made minus any returns. 

Bonus points will appear on your XXXX XXXX XXXX  account XXXX weeks after you reach the Threshold Amount. For now, let 's allow sometime for the review to be finished. 
-what date do you see that I met the threshold because I checked 2 weeks ago and was told the same thing but no one would tell me what is that date? 
-Really hoping to be able to use these points before the XXXX holidays One moment, please. 
I appreciate your assistance Appreciate your time! I see here that you've reached the threshold amount XX/XX/XXXX per the manual calculation. That'll be 12 weeks from XX/XX/XXXX which will be XX/XX/XXXX, the maximum timeframe where your points should be issued. 
-ok this helps greatly! thank you! 
At the end of the review period, we award or transfer all points to your account. 
Let me know if there's anything else I could check for you in the meantime? 
-ok and then after that I can expect it to happen after my statement drops each month? I think the last person said 3 days That's right. Once the review is finished, you'll be back to normal point transfer cycle which is 3 days from your statement closing date. 
-ok perfect - that is all thank you so much I checked back again today XX/XX/XXXX and they tell me that my account is still under review and they can not give me date as to when my points will be released. 

I met all of the terms of their office. I paid the annual fee. I would like to receive what I was promised.

Company response to consumer: Closed with non-monetary relief