Amex Credit Card Complaint

Amex Credit card department,

Rewards Washington

The American Express - co-branded credit card advertises - points/dollar on spend at - hotels, and - point/dollar on all other purchases. I have used the card several times at - -, -, and -, in the US and overseas. These are - brands, so I expect - points/dollar for those purchases, as American Express promises on their website. I have found that I stopped receiving - points/dollar at - - - after - -, though I did receive - points/dollar at this hotel on my -/-/- statement. I have also not received - points/dollar at the - in - - and - NY - - in some cases ( though these are - hotels ), but I have received these points in other cases - it is unclear why Amex is awarding - points/dollar in some cases ( as they should ), but only - points/dollar in other cases. I have noticed the error of missing bonus points on multiple statements ( screenshots attached - errors are in statements for -/-/-, -/-/-, -/-/-, -/-/-, -/-/-, -/-/-, -/-/-, -/-/- ), and I have called or had an online chat with American Express a couple of times -/-/- to point this


stay at one of these hotels. I noticed yet another error in my -/-/- statement, demonstrating that American Express had not fixed the problem despite my earlier calls. As of today ( -/-/- ), I still have not received the points I should have been awarded in -/-/-. My fear is that if Amex is not crediting the right number of points for these hotels, then other customers might also be receiving fewer rewards than they are owed. In the most recent case ( -/-/- statement ), I opened a chat with American Express on -/-/-, and they gave me a tracking number and told me that they would have to investigate for 4+ weeks. I then contacted both Amex and - by -, and they asked me for additional information, but did n't respond after I provided the information they asked for. Today ( -/-/- ), I called American Express to check on the case, and they told me that I should call - to fix this error. After I asked for a supervisor, they arranged a 3-way call with -, but there is still no resolution. I confirmed with them that the call was recorded, so that they could investigate. I have now spent several hours with American Express, and have pointed out the error to them many times. I have attached screenshots of the impacted statements that I have access to, demonstrating that points are not being awarded correctly. I have requested Amex to 1 ) award the points I 'm owed, 2 ) Research and fix the underlying issue so that I ( and other customers ) do n't have to check every statement and call them to confirm that the basic rewards promise is being met, and 3 ) Award additional points to make me whole for the many hours I have spent with them to tell them about the issue. Today, they told me that they will have to continue investigating, and are escalating my case once again, but they were not able to provide any resolution. American Express is not taking my issue seriously and now I feel like I 'm being deceived with this card, so I am asking for help from the CFPB to investigate and resolve this issue.