American Express
Promotion offered, then Taken Away - Platinum Card

I've been an Amex cardholder for over 10 years. A few months ago I received a letter that offered me a deal to sign up for the Platinum Card and receive 100,000 Membership Reward Points if I spent $3,000 within the first 90 days of using the Platinum Card. I called the number on the letter, spoke to a Customer Service rep who knew I was a current card member confirmed multiple times that I would receive the promotion even if I had other cards than sent me to another department to cancel my existing Gold Card. I cancelled my Gold Card, signed up for the Platinum and waited for my 100,000 points. We spent $3,000 within the first month of signing up and when I called to inquire when I could expect to receive my points I was told that my offer was to spend $5,000 within the first 3 months to receive 50,000 membership reward points. I gave them all of the details regarding the letter, the promotion code I received and was told it must be a mistake that they would have the marketing department look into it and have somebody call me within 3 business days. A week later I called in and was advised that my request to receive the promotion I had signed up for was denied, that a letter was mailed to me, and basically I had no grounds for complaining. I was transferred to two different managers until finally I was told a supervisor would contact me. Angela Selma did call me the next business day which I appreciated, but advised that she was in Customer Service not marketing and could not honor the promotion nor could she do anything on her end to resolve my problem. She advised that she would send an email to the rep that initially took my call, cc his manager and would follow up to confirm that somebody called me back. This was before New Years and she did say that given the holiday I could expect a call around the 6th after New Years. It's now the 9th, I haven't heard from anybody, and I'm frustrated that I have the letter with the promotion, I called the number on the letter and was given the promotion which was later taken away and after much time on the phone and after speaking to multiple parties the last person I spoke to told me I was speaking with the wrong department, that they couldn't help me but they would just send an internal email to see if marketing could send me any other promotions. Depending on this outcome, I will decide whether I will stay with Amex.


Offender: American Express
Country: USA   State: All USA

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