Credit card -- Other features, terms, or problems -- Complaint #11442385
Complaint Overview
Complaint ID: 11442385
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: New York
ZIP Code: 10583
Date Received: 2025-01-08T12:00:00-05:00
Date Sent to Company: 2025-01-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I used Amex Platinum Credit card to book XXXX rooms atHotel XXXX XXXX XXXX XXXX for XXXX right starting XX/XX/XXXX via Amex XXXX website. This stay costs me {$380.00} and {$390.00} with transaction posted on XX/XX/XXXX on my Amex card. I intentionally use this XXXX website with my Platinum credit card becauseevery year this card holder can redeem {$200.00}. I am Amex card member since XXXX and I have booked these XXXX hotels several times in my past experience and I always get this {$200.00} credit back at the year. I did not receive any reminding or obviously email regarding any potential changes to qualify the credit. As you may know this credit card charges {$690.00} annual fee and the main reason I hold this card is to use XXXX website to book hotel and earn credit back. However, for the year of XXXX, I booked as usual and did not receive any credit back yet. I called Amex customer service several times and finally they told me the reason I did not get credit this time is that I did not choose prepaid payment but choose paid at hoteloption. This totally gets me shocked and surprised, as previous experiences never have this restriction. To me there is no difference between these payment selections, as I already plan for this consumption. Furthermore, I did not receive any reminding about this reservation that the current reservation would not trigger or does not qualify for credit cash back. Otherwise I would definitely cancel and re-book, which is fairly easy and straightforward. I feel so frustrated about this explanation from amex customer service and looks to me they try to use some delicate or hard-to-seen terms to prevent customer from getting the credit. Due to this, I resort to the CFPB for this complaint and check if CFPB agent can help me to get this credit back.
Frequently Asked Questions
What is Complaint #11442385 about?
Complaint #11442385 was filed against American Express Company regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-01-08T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.