Credit card -- Other features, terms, or problems -- Complaint #16531822

Complaint Overview

Complaint ID: 16531822

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: Washington

ZIP Code: 98607

Date Received: 2025-10-12T12:00:00-05:00

Date Sent to Company: 2025-10-12T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

This is my second complaint lodged against American Express. Please see Complaint ID XXXX for my previous one. In my last complaint, I stated the following : " I am a longtime American Express customer whose XXXX accounts were unexpectedly cancelled by American Express on XX/XX/year>. American Express has offered no explanation for this unexpected cancellation. I subsequently received an email from American Express stating : To redeem your eligible earned rewards within 90 days of this email, please call XXXX. When calling this number, I was advised by XXXX agents that they would be able to reinstate my points and allow me to transfer them to transfer partners. However, each time they attempted to do so, they said the points were gone, despite the email from Amex stating I am eligible for point redemptions. In total, I had XXXX, equivalent to over {$15000.00} in airline redemption. Please note, each of these calls is recorded, and transcripts will be used in court if necessary. Furthermore, as a recent New York resident at the time of cancellation, I and Amex are bound under NYs laws. NY state law GBS Section 520E states : It shall be unlawful for any agreement between an issuer and a holder, or any rewards program, to provide for the expiration, forfeiture or cancellation of credit card points prior to the expiration of the XXXX day period set forth in subdivision XXXX of this section. By withholding my points illegally, American Express is not only breaking the laws set forth by New York, but is going against the very emails they sent to me. I am requesting the following resolution to prevent a lawsuit in New York : Returning my XXXX points. '' I have sent yet another letter to Amex 's XXXX XXXX address ( noted on the cancellation notice ) requesting these points. Receipt for this is attached. In their XX/XX/year> response to my CFPB complaint, American Express advised me : " You can redeem your Membership Reward points by contacting us at XXXX. '' This letter is attached. Let me be abundantly clear : I have already attempted this on XXXX occasions unsuccessfully. That department has expressed to me they are " unable to redeem them, '' despite still being eligible. It appears American Express is holding my miles hostage and waiting for the XXXX window for their expiration, despite my numerous attempts to redeem them. In your response to this complaint, I expect American Express to resolve this issue at once. Again - their previous suggestion to call the number has NOT worked, and I have the phone recordings and transcripts to prove it. Failure to have access to the point within 60 days of this complaint will result in a lawsuit.

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