AMEX not honoring points reward offer--what to do?

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knock11
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AMEX not honoring points reward offer--what to do?

Postby knock11 » Mon Oct 03, 2016 9:58 pm

I applied for an AMEX platinum and was applied the next day. On the day I was approved (for 40k bonus points), I noticed I had a 75k bonus points offer (5k spend over 3 months). I called AMEX and they said they could add my points no problem, I just had to wait until the card came before they could do it. Because of this reassurance, I didn't apply for other credit cards since I was assured it wouldn't be an issue and they would be happy to get me all the points.

Anyway, flash forward to today. I called them to add the extra points on my account. And they said they couldn't do it, etc. They refused to see my photo proof of the offer (said they can't accept email).

What should I do? I guess my options are cancel the card entirely (which I'm strongly considering given the bad taste in my mouth), just accept the 40k points, or try and talk to someone else (I spoke to the first person's manager and she was similarly unhelpful).

Any advice much appreciated.


Tubpbs
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Re: AMEX not honoring points reward offer--what to do?

Postby Tubpbs » Tue Oct 04, 2016 5:14 am

knock11 wrote:I applied for an AMEX platinum and was applied the next day. On the day I was approved (for 40k bonus points), I noticed I had a 75k bonus points offer (5k spend over 3 months). I called AMEX and they said they could add my points no problem, I just had to wait until the card came before they could do it. Because of this reassurance, I didn't apply for other credit cards since I was assured it wouldn't be an issue and they would be happy to get me all the points.

Anyway, flash forward to today. I called them to add the extra points on my account. And they said they couldn't do it, etc. They refused to see my photo proof of the offer (said they can't accept email).

What should I do? I guess my options are cancel the card entirely (which I'm strongly considering given the bad taste in my mouth), just accept the 40k points, or try and talk to someone else (I spoke to the first person's manager and she was similarly unhelpful).

Any advice much appreciated.


Did you apply for the card under the 40K bonus and later saw the 75K? If so, it's my understanding that they're not usually helpful in that regard like other issuers may be. I would just move on and note who you're dealing with and keep it in mind. I wouldn't cancel the card. It doesn't help you. But you certainly can if you want.
Amex - BCP, Platinum, Business Gold
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kcm7
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Re: AMEX not honoring points reward offer--what to do?

Postby kcm7 » Tue Oct 04, 2016 10:12 am

I've heard AmEx can be really really inflexible when it comes to this, and that it doesn't matter if a low-level customer-service person promises you anything (they'll cite their policy and say "sorry, whoever you talked to was mistaken").

Other issuers, as Tubpbs said, are often much more flexible when it comes to matching a better bonus. So don't let this deter you from asking other issuers down the road.
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CarefulBuilder14
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Re: AMEX not honoring points reward offer--what to do?

Postby CarefulBuilder14 » Tue Oct 04, 2016 11:17 am

A few people have succeeded in getting an improved offer when a targeted mailing arrives just after they apply for a public offer.

Even then, though, more seem to fail than succeed.

The first CSR's offer of adding extra points is against Amex's usual behavior. Unless you have a recording of the CSR saying you'll get the extra points, I'd let it go. It's true that some other issuers (especially Chase) are more flexible about changing bonuses.

I know it's irritating...but if you wanted the card when you were only aware of the 40k bonus, maybe it's still worth keeping?
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