American Express Company

Review: I used my American Express Prepaid card for the first time on March **, 2014. The purchase I made was to the The Virgin Hair fantasy for 318.42. Now the problem is the company declined my card because the address on this American Express account didn’t match wear I was having it shipped to. So I went in and changed the address, I contacted the customer service department at American express and they were able to speak with the company and they explained that the funds will not be accepted until the address is corrected, American express refunded me back the money made sure my address was correct in the system to match my shipping. I contact the company again to make the purchase for the second time on the same day and they told me that it declined again because the address is still wrong in their system. At this point I’m extremely frustrated I have been trying to process this request for hours and work back and forth worth with the company and American express [redacted]money was declined and they can see it in the system they will not release my funds until Saturday. I have never dealt with a bank who doesn’t value their Customers’ needs, I understand the policy but this is not my fault at all this is because the first Manager told me my address update was all set and I tried again to purchase my item now I’m screwed. I have a Hair apt for a client this Friday and I purchase the hair for them once they provide me money. Now I cannot purchase the hair till the funds are put back in my account which this American express told me it’s pending but will not left till Saturday 3/**/2014. That is ridiculous and I strongly want this letter to surface to whoever is in charge of the return policy because Customer Satisfaction is NOT implemented at all. The fact that I have things to do with my money that is being held PENDING (Which I know from working at a bank can be released) is a sign of it being deposited back into my account for 8 days is unacceptable. I am reporting this to The Revdex.com as well as several websites for people to be aware of this scam this prepaid card is trying to pull with customers. Once I receive my money back I will purchase my product and cancel this card as soon as possible.Desired Settlement: I only wanted my pending transaction refunded back to me within a normal time frame even 3 days I could understand but 8 days. thats over a week and on the website the policy is 7 days. I just want my money refunded asap.

Business

Response:

We responded to the customer via written correspondence today.

Review: I am trying to "collect" my AmEx points I have rightfully earned and they will not give me the full balance.

I have paid to be a member of the American Express system where you can earn points to buy things. I am switching companies and my account is now closed so I want to get my points, that I have rightfully earned, unfortunately they are unwilling to give me my full balance on a general AmEx gift card. I have 20,000 points= $200, they will only give $100 on a general card. They did offer a $200 card to a retail store but they won't give me one to the stores which I shop one example being [redacted]. So I have paid $75 for 5 years ($375) and now they want to give $100 back because their imposed restrictions.Desired Settlement: I simply want to be given a card for the full value of my points ($200) either as a general AmEx gift card or one with the full value to [redacted].

Business

Response:

American Express mailed our response to the consumer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The response I recieved did not address any concern/question I had. At this time they are denying me any points whats so ever, even though I paid to be apart of the program for 5 years. Attaached is the letter which I was sent. I did go online to as it stated I should and it shows now I have no points.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

American Express mailed our response to the consumer today.

Review: I HAVE A PREPAID CARD THAT A TRANSACTION WENT THROUGH FROM SPRINT. SPRINT MADE THE ERROR AND THEY CALLED AMEX TRYING TO RETIFIY THE PROBLEM.

AMEX IS HOLD 467.00 OF MY MONEY EVEN THOUGH THE VENDOR CALLED AND TRIED TO FAX OVER DOCUMENTATION STATING THIS IS A CANCELLED TRANSACTION. I WANT MY MONEY OR I SHOULD RECIEVE SOME KIND OF INTEREST ON MY MONEY BEING HELD FOR EIGHT DAYS.Desired Settlement: I WOULD LIKE INTEREST BECAUSE I COULD LOOSE MY JOB NOT BEING ABLE TO GET BACK AND FORTH TO WORK DUE TO AMEX HOLDING MY MONEY.

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Customer Service was not helpful or responding to the vendor Or professional. American Express held my money for akmost two weeks after the vendor called them and offered to send them a statment cancelling the transaction due to error.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We responded to the consumer via written correspondence on March [redacted], 2014. The consumer needs to allow 7 – 10 days for mailing time.

Review: I got relocated from Texas to Minnesota in Aug 2013 and Hired [redacted] to transport my car from TX to MN but they picked up my car late from Texas without any reason and Delivered almost 4 days late in MN so I had to rent out a car from local dealer. Second and most important thins is Car was damaged when I received it in Minneapolis, MN and truck driver who delivered it said I was just asked to deliver and take remaining amount in cash. He said if you want insurance you talk to [redacted] but [redacted] said insurance was with driver. Driver was with [redacted] and they treated me very badly once they got the money. Driver forcefully delivered car and said if I don't take car today, he will take it back and dump it somewhere. I paid him off. I discussed with [redacted] they said they can't do anything. So why did they take 150 out of my credit card when there was no any service. I was out of money and with damaged car. I contacted american express for 150 USD amount and raised dispute but they are in favor of Merchandise without providing any documentation from Merchandise. They just sent out letter that we are closing this dispute case and that's it. I use American express because I trust them. If something goes wrong they are with me but I was wrong. I have been calling from last 4 months regarding my claim. They never called me and updated on that. I am very disappointed. Revdex.com Please help me out here. I don't know what Merchandise provided to American Express. I have the right to see those documents but they are not providing that docs. I don't think I am liable to pay 150 USD for nothing when there is no any service provided by merchandise.Desired Settlement: I need 150 USD to be removed from my credit card statement immediately so that I can close my AMEX account. I have no faith in them anymore.

Business

Response:

We responded to the consumer via written correspondence today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have got the credit back to my credit card but not any confirmation from AMEX whether this amount will be permanent to my credit card or is it just temporary. I am afraid to use AMEX for any online shopping purpose. I want to hear from AMEX about the nature of this credit of USD 150 in my account. I never had any like kind of issue before but this was my first time and I am so frustrated. I hope AMEX will understand the situation of mine and help me giving confidence that they are always with me if something goes wrong.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I haven't received any written notification on this dispute from American Express. AmEx please call me to resolve this dispute

Sincerely,

Business

Response:

We responded to the consumer’s additional

correspondence via written correspondence to the address included in the

complaint on February **, 2014. The

consumer needs to allow 7 – 10 days for mailing time.”

Review: On October [redacted], 2014, I applied for and was immediately approved for an American Express SimplyCash Business Card. I signed up via this URL ([redacted])

The page advertises a $250 statement credit after $5000 of spend in six months. This offer is the reason I signed up for the card, and allowed a "credit check" that lowers my credit score and has a material effect on my options to apply for other competitive credit offers.

As is my custom, I contacted customer service within days after approval to ensure eligibility for this credit appeared on my account. However, I was informed it did not appear. The representatives "opened an investigation". Over the past two months, I have now called in approximately 4-5 times to find out the status. While the reps are courteous and have promised to "follow-up", no such follow-up has occurred. The offer is still clearly advertised on Amex's website, and I have retained a screenshot which I am happy to share as well.

I cannot understand why it should take more than 15 minutes to resolve this, add the offer to my account, and allow me to begin spending on that card to obtain the $5000 of spend that would make me eligible to receive the $250 bonus!Desired Settlement: I simply want the the offer correctly applied to my account, so that I will start using the card for purchases and reach the $5000 of spend that makes me eligible to receive the $250 statement credit. Given my previous positive experiences with Amex, I cannot fathom why I have not even received so much as a RESPONSE to my 4-5 calls over two MONTHS!

Business

Response:

American Express mailed our response to the consumer today

Review: I have a disputed amount for $3190.55 that involves fraud and non-delivery of any services or goods. Product_Or_Service: 2/**/13 Account_Number: Time shareDesired Settlement: DesiredSettlementID: Refund This matter has been ongoing for months.I need a credit to my account immediately.I have received no goods or services for this charge($3,190.55It is fradulent and should be removed

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Attached: Untitled document

12/**/13

American Express

Dear Sirs:

Thank you for your letter of 11/**/13. I am sorry it took a complaint to the Revdex.com to receive a letter that at least addresses some of the issues in this case. Your synopsis of the case, however, fails to address many important issues.

First, you are correct, I filed a dispute on 3/**/13. You sent a letter saying that you agreed with me on 4/**/13 and would credit my account, but I had to wait until 5/**/13 for a final answer. During this very long time (approx 66 days), I lost any ability to negotiate with the merchant as I had only 60 days to do that. I had no desire to negotiate with them after I received your letter saying you agreed with me and would credit my account. Your letter on 4/**/13 guarantees that if I did not hear from you by 5/**/13, I could consider this matter finalized. You penned a letter on 5/**/13 and mailed it that day. I received your letter on 5/**/13 and had already considered this matter finished. In short, you lied. In short American Express’s word is not worth the paper it is printed on. You require your customers to meet their deadlines with payments and when they don’t, you charge penalties, up their interest and lower their credit ratings.

Would not this apply to you when you missed your self-appointed deadline? Why do you not even mention this and totally “sugar coat” your corporate responsibility? Are you patterning conduct and playing linquistic gymnastics like our Washington leaders?

Several times you have sent the “merchant support” for the charges made to my account. Several times I have explained that this was fraudulent, as we had an oral agreement with them not to charge my account until we returned home. Also, I have offered proof from a lawyer and the internet that their contract was invalid and unenforceable. You say that I missed my cancellation deadline by a few days and therefore I owe the merchant the full amount. If I missed the deadline (just as A/E missed their deadline with me ) then the contract (invalid in my opinion) was still in effect. I have received absolutely no services or goods for this contract. In my opinion, this merchant does not deserve to receive $3,190.55 for a few pieces of paper that they call a contract. I have repeatedly tried to have American Express charge back this amount so that I would have a “level playing field” and could negotiate a new result. But you continue to enforce this

contract for your corporate friend, The Reef Club. Then you say (linquistic gymnastics) that you cannot dictate policies or procedures to your merchants. Why then do you enforce their contracts, which is precisely what you are doing?

Since American Express is only a billing agent, then please follow federal regulations and fulfill my request to charge back the full amount of $3190.55 to the Reef Club.

According to my understanding of federal regulations, I have one year to make this request.

Sincerely,

Business

Response:

We responded to the consumer via written correspondence today.

Review: Several months ago, I was solicited via a mailer direct from American Express. There was a personalized offer with the opportunity to earn ~50k in points after spending a specific amount ($3 or $5k) within 3 months of opening the account. I accepted the offer by successfully applying for the card and meeting the terms (i.e., I spent the required amount within the specified time period) necessary to obtain the promotional points. When I called to inquire about the promotional points, I was told by two different customer service agents that I was not eligible for the promotional points because I had the card previously within the past 12 months. I find this completely unacceptable for two reasons:

1. American Express solicited me directly with the personalized offer. I did not seek the offer. They sent me a mailer offering me a promotion that I chose to accept.

2. At no point during the application process was I advised that I was not eligible for the offer that was made to me (and that I elected to accept). The promotional offer was the reason I applied for the card, and subsequently met the terms of the offer.

This seems like a classic bait and switch and has tainted my view of American Express as a reputable company.Desired Settlement: I would like American Express to honor the terms of the promotion by awarding the 50k points as offered.

Business

Response:

American Express mailed our response to the consumer today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

An offer was made to me by American Express for which I, unbeknownst to me, was not eligible for. I accepted the offer and proceeded to meet the terms of the offer. It should not be incumbent upon the customer to recognize that they're not eligible for an offer that was made via a direct solicitation (and then mutually accepted). If I was not eligible, I should have never received the offer in the first place, OR been informed once I pursed the offer (i.e., submitted the application which American Express accepted) that I was not eligible for the offer that was made. That never happened. This is VERY poor business practice and a pitiful way to engage with customers. It's sneaky, deceptive, and manipulative. AMEX understands the terms of their offers and has every opportunity to filter who they solicit, and/or make it clear when you apply that you're not eligible. They consciously elect not to do that which is shameful. They need to make this right and honor the terms of the promotion THEY offered me, not hide behind a "policy" and fine print.Had they been clear, honest and transparent, all of this could have been avoided as I never would have applied in the first place or I would have cancelled my card once I was made aware. It's rather pathetic that rather than recognize the error of their ways, honor their agreement, and easily/simply make good with a customer, they prefer to stand by a clearly shady business practice. I find that to be interesting commentary on their values and their view of the customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

American Express mailed our response to the consumer today

Review: Yes I had been in a homeless situation and I had no where to send my mail I had an account with the Bluebird American Express I receive SSI benefits and the customer service people has been keeping the rest of that money and I updated my temporary address online for them to see now there needing a form for me to fax showing I live there they don't need that I want my new card sent out there is money on there and they refuse to send what money is on there back to the Social Security Administration this is first they lied and supposely sent it out to my old address so I went as of yesterday to the post office in 90 degree weather and walked to go there and that card was not even there some of the customer service rep's need fired for lying to the customers and that money goes back in check form to the SSA office at once and I told them this all month long and they refuse to send it back to them I have to have that money I am getting ready to move and if they don't get it back will I guess we will see what happens when I sue them in small claims court then this is ridiculous and this company has bad reviews on them.

Product_Or_Service: Bluebird Prepaid CardDesired Settlement: DesiredSettlementID: Refund

I want a refund and my new card sent out asap if not then I will take them to court here in [redacted] then

Business

Response:

American Express mailed our response to the consumer today

Review: I have a fixed for life 2.99% APR on an existing balance since 7/**/2006. The balance on the APR of 2.99% was $3,416 in Aug of 2013. There was a charge of $1414.50 made on 8/**/13 under the standard purchase APR which was correct. I made a payment of $1414.50 on 8/**/13 to pay for this charge with a customer service over the phone and was told it would apply to the recent purchase and not the promo 2.99% APR. The opposite happened and the payment was taken off of the 2.99% balance instead of the recent purchase under the standard purchase APR. So now my 2.99% APR balance is approx. $1900 instead of approx. $3300 and my standard purchase balance is approx. $1300 after another payment. I made several calls to straighten this out on 8/**/13, 8/**/13, 8/**/13 and the company stated they will refund the initial payment of $1414.50 and it will go back into the 2.99% APR and then I can make the payment again once the new statement is generated to fix this mix up. 9/**/13 my new statement is generated and it still is wrong, it now shows the refund of the $1414.50 payment in my standard purchase APR and the promo 2.99% APR balance is still approx. $1900. Spoke to [redacted] id# [redacted] and explained the situation again for the at least 7th time. She said it should be fixed by Monday 9/**/13. I am not confident this will be done and in addition now have interest charges on a higher balance. My total current balance is $4669 with the refunded payment.Desired Settlement: I am not looking for anything for free, I just want my balances under the correct APR. I have had this card since prior to 2006 and have not ever ever been late. Total current balance = $4669 2.99% APR balance should = approx. $3320 standard APR balance should = $1349 Additionally I should get a credit for addition interest charged

Business

Response:

We responded to the consumer via written correspondence today

Review: I purchased an american express prepaid card online at the american express website. This card was for my daughter who is attending school in Tucson. We never received the card. I tried calling customer service but after being placed on hold twice for a total of 18 minutes, I got frustrated and hung up. I just want my money back.Desired Settlement: I'd like to get a full refund of $25 credited to my bank account which was used for the payment.

Business

Response:

We responded to the customer via written correspondence today.

Review: Good Evening,

Please be advised that I ([redacted]) am writing this complaint on behalf of my father, [redacted] who held a AMEX Gold credit card, which since has been closed. Prior to closing the account, I had called to cash the points in the form of two separate gift cards which were said to be processed by AMEX consumer service, which are not yet received at the account address. I wanted to inquire regarding the status of the gift cards (total $70) if they were mailed out. The credit account was closed after the giftcard request was made so there would be no issue with forfeiture of the points as the account is closed. Please also note that I am currently deployed overseas so email is the best method of correspondence. Please advise. Thank you very much.Desired Settlement: Issuance of entitled gift cards as cashed out prior to account closing. Thank you.

Business

Response:

American Express mailed our response to the consumer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Good Afternoon,I received the mail today stating that AMEX is unable to speak with my son. I am authorizing my son, [redacted] to speak on my behalf with regards to my account. Also, I did not receive a phone call as stated in the letter. Please work with my son to get this resolved. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

While we regret the customer’s experience, our position has not changed. The consumer has not provided any new information to which we can respond, therefore, American Express considers the matter closed and no response will be sent to the consumer. The consumer may follow the instructions in our correspondence to address this matter further. We look forward to receiving this correspondence. Unless new information is provided, correspondence received by this office regarding this matter will be filed but we will not respond.

Review: First off, I've paid extra for protection from billing problems. I've talked to representatives, they would not work with me. He was rude and couldn't understand English very well and kept telling me how much I owe repeatedly. I'm financially strained as a single mother. I went from 5 days bringing home 200 per week to three months unpaid maternity leave to one to two days per week and no child support. I asked to make a plan to only pay 10 per month because it's all I can afford. He just kept saying i'm over my limit. I didn't charge over my limit, your company's late charges put me over my limit and is refusing to work with me.Desired Settlement: financial hardship arrangement.

Business

Response:

We responded to the consumer via written correspondence today 9-**-13

Review: I called to cancel my credit card with American Express Costco True Earnings card. I had "cash back" available, and when I asked them to cash me out in February when it is normally done, they stated that per the terms and conditions, since I was closing the account, I would lose my "cash back". I then asked them to show me in the terms and conditions where it says that. They sent me a copy, and nowhere was that stated. The service rep on the phone could not locate it either. She then placed me on hold to speak with a colleague about the situation. When she returned she stated that it was in a separate set of terms and conditions that she was not allowed to send me, nor have I ever seen. I then asked to be transferred to a [redacted] who told me the same thing, and that I would have to speak to the lawyer about the situation.Desired Settlement: I wish to have American Express send me my cash back as agreed in the terms and conditions that were provided to me.

Business

Response:

American Express mailed our response to the consumer today

Signed up for the promotion where if you are a new customer and have 2 direct deposit of $250 or more you qualify to receive a $50 credit. I figure great, it's American Express and it should be legit. I was wrong. I signed up as a new account with well over $250 in direct deposits bi-weekly with this card thinking eventually I would get a credit. I was sooo wrong. I never got the credit and even after I called in 3 times I was told that I would be credited to they had to send it to another department then after months they tell me I don't qualify even tho I fell within the new promotion dates and signed up before the expiration of the promo with qualify direct deposits and still nothing I have proof and emails of everything but after 2 and a half hours on the phone I just gave up.... The card is not even all that great. You can only use it as credit, not all places take Amex, all the ATM's that you can get your money from for free are far away and your can not get cash back on anything. Customer is really bad and once you get to a supervisor if that they don't assist. The card was not keeping. Only benefit was having a brand name card but in reality it's not even truly American Express. Very disappointed

they except charges on your behalf, I would never recommend them, I have a visa through [redacted] and another tnrough [redacted], and they always resolved what ever issue I have had unlike American Express, American Express can't give you a straight answer all they have been taught to say is "I understand your frustration", and on top of it all their reward programs are awful and they're not excepted by everone.

Review: I booked a hotel in italy called the Scalinata di spagna. The website showed it as a beautiful hotel and it was not even close. Everything was broken, furniture, air conditioner and when I complained to hotel they refused to give refund and there were bugs on the walls. American express says they stand by their guarantee of a refund or request a dispute to dispute the charge. American express is not hearing my complaints and shutting down my disputes after 24hr period. One [redacted] told me it was automated and tried opening it again. And like normal it was closed in 24hrs. This hotel was false advertising by coloring and airbrushing their photos on their websites to show how wonderful it looks but the photos are fales!!!!! And for American Express to have them as a merchant makes American Express guilty of the same thing. I want a full refund of $1,954.07.Desired Settlement: I want a full refund of $1,954.07. and would like the [redacted]s at American Express to make an effort to help the so called "memeber" customer they have.

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Amex is sending my disputes to their department that doesn't call or write to me directly. It simply goes over black and white lettering and finds one thing and closes my case. Every time I talk to a [redacted] one says there is nothing they can do and another [redacted] says this should be resolved in my favor due to Amex supporting a false advertising merchant.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We responded to the consumer via written correspondence on May **, 2014 and June **, 2014. While we appreciate the customer’s feedback our position on this matter has not changed. Please note that American Express considers this matter closed. Unless new information is provided, correspondence received by this office regarding this matter will be filed but we will not respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I keep reading the remarks from AMEX and they refuse to refund my account and is siding with a merchant that lures in customers by falsely advertising its service. Amex is states that they protect their members but this is not true.

Sincerely,

Review: I was advised by the American Express Serve customer account protection that I could not have two Serve accounts and one had to be closed immediately. On April *, 2014 I was advised that I would be issued a refund for $94.48, the balance on the card. I contacted the American Serve customer service several times and finally was advised by [redacted] that the check was already cashed. She very rudely asked if any previous representatives had mentioned it and I said no. I spoke with other representatives are and no one would resolve this issue. A [redacted] named [redacted] gave me rep ID [redacted] and transferred me to someone who she explained would reissue another check but nothing like this ever happened. I also called in on April [redacted], 2014 a [redacted] advised me to wait a little longer although the check should have already arrived. On April [redacted], 2014 I called back to inquire about the whereabouts of the check and was hung up on again as well.Desired Settlement: After over 5 hours on the phone with various customer service representatives and receiving such poor customer service I should receive the $94.48 refund check without delay and I should be compensated by American Express for the stress caused by the misconduct of their representatives

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[American Express Serve has not provided an appropriate response to the complaint. I have not been informed of any refund check being mailed as of yet. I spoke to [redacted] on Wednesday at 2:29pm who apologized for the poor treatment I received during my interactions with the representative mentioned in the initial complaint. However,he offered me a $25 credit for the inconvenience. Unfortunately since I have yet to receive the $94.48 I've been owed since 4/*/2014, I feel this gross misconduct and disregard on American Express Serves' behalf. I am not satisfied with the resolution. I would like to receive some type of consideration given the circumstances. American Express Serve should be reprimanded.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: This is unacceptable. I received $119.00 from American Express.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We responded to the consumer via written correspondence on May **, 2014. The consumer needs to allow 7 – 10 days for mailing time.

Review: I have had a credit card with American Express for several years, a type they call a "blue cash". While on their website, logged into my existing account, I received an advertisement to sign up for an American Express platinum card (annual fee $450) and upon spending $5000 on the card in the first 3 months I would receive 50,000 membership reward points. I filled out the online application form, and it took me to a page that said 'servers are busy, try again'...which I did, never closing the website. I was approved and received my card. However, the introductory offer of 50,000 points wasn't mentioned again in the material when I received my physical card. I called to confirm I would be receiving this offer and the customer service rep said I would not be. She said it was not attached to my account and she wasn't able to add it. Since I was still able to access the offer via the American Express website, I reproduced it while on the phone with her and explained to her I have screen shots showing the details of the offer (again - while logged into my American Express account, so the offer was made to me as an existing customer). She turned the information over to a different department and said I would receive a written decision within 10 business days. Today I got a curt "we are not able to comply with your request" notification on the website, but it didn't have any details.

American Express doesn't offer a way to email customer service, so I've been unable to share the screen shots - but I'm happy to do so. The 50,000 bonus point offer was an integral part of my decision to apply for this card and pay the steep annual fee, and I've already used it and spent the necessary $5,000. This absolutely feels like a bait and switch, and I'm greatly disappointed in my first experience as a platinum card member.Desired Settlement: Since I have fulfilled my part of the bargain (joined as a platinum card member and spent $5000 within the first 3 months), I expect the 50,000 membership reward points to be applied to my account as advertised.

Business

Response:

We responded to the consumer via written correspondence today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I continue to be surprised and disappointed by American Express's response without explanation. I received a letter in the mail today simply restating the case details and saying they do not have record of my application with promotion so they would not offer the deal. However, as I've stated to the two team members I've talked to on the phone and detailed in my initial complaint, I have screen shots detailing the offer. In other words, here's my proof of the "bait" but American Express hasn't justified whey the "switch."

It's unclear to me if the Revdex.com got a copy of the letter from American Express denying my request for the 50,000 membership reward points. I'm happy to scan it, if that's helpful. The relevant part of the letter simply says, "American Express records show you applied online and were approved for the account referenced above on March **, 2014. Please note we have reviewed the online application session for your account and found that the promotion you mentioned was not associated with your application."

Sincerely,

Business

Response:

While we appreciate the customer’s feedback our position on this matter has not changed. Please note that American Express considers this matter closed. As the consumer has not provided any new information, no response will be sent.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

American Express is correct. I have not provided additional

information. In previous exchanges I have provided a description of my

complaint. I provided screen shots with proof I qualified for the offer in

question. I provided screen shots that detailed the internal offer reference #

and the terms of agreement associated with the offer. I explained that I met

all of the requirements stipulated in the offer.

American Express has simply stated they don’t have the offer

associated with my application (something we knew when I started the process,

elsewise I wouldn’t have had to file it). They have not explained how or why I

didn’t qualify. Since I can still reproduce the same offer and application

process on while logged into my AMEX account, it’s clear that I do qualify. They

have not made me any kind of compromise offer of reward point compensation.

Instead, they have insisted on alienating a customer who has been with them for

11 years, who just paid a $450 annual fee to them under false pretenses.

Giving them every benefit of the doubt and assuming the “detachment”

of the 50,000 reward bonus offer and my application was a technical error, why

would they not correct it? I’ve had the card for a month. The offer is still

valid. I brought it your attention (via phone and online form) immediately and

I’ve gone through the Revdex.com process.

Dear Revdex.com Agent – I hope you have read through the notes and

seen my attached screen shots and will file this case against AMEX. Also, please

do post this entire message/case on your website. If you cannot convince AMEX

to honor their offer through mediation, then I would like to be able to link to

it via online social media messages to spread my frustrating and disappointing AMEX

experience.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had to jump through hoops to open the account with your company. Had to upload and fax documents and was finally approved. Then after paying 2 bills with card the card was locked and was told to fax even more information. Told me that they could not find my phone number in my name so it was needed to fax additional documents. I find that very disturbing that I have already had to go through a lot to get the card and was embarrassed having my card declined and finding out that way. Please fix my account.Desired Settlement: Please fix my account!

Business

Response:

American Express mailed our response to the consumer today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]My card is still declined. I sent documents requested.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

American Express mailed our response to the consumer at the address provided on March **, 2015. The consumer needs to allow 7 – 10 business days for mailing time. Thank You

Review: On July **, 2015 I notice 14 fraudulent transactions on my Serve Card account. I filed a claim with customer services. On July [redacted] I received a response that my claim was denied and that my account was close. When I called for feedback I was told that based on the analysis my charges were deemed valid. I was told I would not be given further details. I called again and was advised that my only recourse was to speak to the merchants in question. On July [redacted] I called one of the merchants, [redacted], and was able to find out that the 2 charges were made at a store with my card number under someone else's name. I was also told American Express never communicated with them to investigate. At this point I have no way to dispute the analysis. I have no recourse. I am down over $800 dollars.Desired Settlement: I was a refund from the so called fraud protection that was not deemed to be applicable to me.

Business

Response:

American Express mailed our response to the consumer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,