Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5106253
Complaint Overview
Complaint ID: 5106253
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: Washington
ZIP Code: 98116
Date Received: 2022-01-12T12:00:00-05:00
Date Sent to Company: 2022-01-12T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
American Express announced that from XX/XX/XXXX they will be offering a {$200.00} hotel credit for prepaid bookings made on their XXXX XXXX & XXXX XXXX I prepaid for a booking at The XXXX XXXX on XX/XX/XXXX for {$340.00}. Amex had initially credited {$200.00} for previous bookings ( before XX/XX/XXXX ) I made, but, ultimately, I had to cancel those trips due to Covid. They debited the credit for previously canceled bookings but never re-applied the credit for my still open XX/XX/XXXX booking, which I then completed on XX/XX/XXXX. Their automatic crediting system failed to see I had made another eligible booking for which the {$200.00} hotel credit should be applied. I raised this concern to Amex and had a rep manually issue the credit, but I only received {$110.00}. Im still missing {$85.00} of the {$200.00} promised to me in XXXX for spending on their online travel agency. I raised this problem to Amex again saying Im missing {$85.00}, but they concluded on XX/XX/XXXX that Im not owed anything more because the full {$200.00} was issued. This is categorically false. The backend team failed to tally up all the times the credit was applied and reversed and see that Ive been net awarded {$110.00}, not {$200.00}. They couldnt even tell me what the date is of when the full credit was issued. I have raised this up with them 5 times and have been waiting 5 months for a fair resolution. Amex is encouraging customers to spend on their luxury XXXX while promising a {$200.00} rebate as part of paying a {$690.00} annual fee, but their booking system cant handle when a customer books and makes adjustments to their travel plans. Its frustrating and anxiety inducing to use this benefit for fear that theyll conclude the customer is not owed anything, yet theyve still collected all their fees.
Frequently Asked Questions
What is Complaint #5106253 about?
Complaint #5106253 was filed against American Express Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-01-12T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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 or prepaid 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.