American Express Membership Rewards - SPG Bonus Not Crediting

Hi all- I'm looking for some suggestions on how to handle an issue that has arisen with AMEX. Here's the problem, some facts to follow: I signed up for a SPG personal card last fall, received 10k spg points, and have subsequently met the minimum spend w/in 3 months for an additional 15k bonus, but that bonus never posted. After calling an emailing, AMEX maintains that I was never solicited for a bonus and am only entitled to the 10k sign-on. They write that I must provide them with proof that I am entitled to a 15k bonus. I signed on via the internet am fairly certain that I signed on for 25k and not 10k since both offers were ongoing at the time, but don't have any proof (at least none that I am aware of). What should I do?

Many thanks in advance for your thoughts and suggestions.

sorry, i may not be of much help but I think you're SOL on this one...

Did you ask them what proof you should provide? I'm pretty sure there was never a confirmation email including offer details sent to my fiancee when she applied for this offer.

Can you find the 25K offer on the Net. Or perhaps at the waybackmachine?

Even if you can't, I would send a polite letter via fax (not email) to Amex HQ in NYC addressed to the CEO and simply ask that you get your 15K bonus.

Amex has a special executive response team and on of the nice folks there is very likely to give you your 15K bonus and perhaps a little something for your trouble.

When I had to do this re a Delta card many years ago, I recall getting quite a few extra Skymiles after the whole thing was over. I was told ther exec response team can put up to 25K bonus Skymiles (or, hopefully, here, Starpoints) into your account each statement.

I had the exact same issue. In the end I eventually got my extra bonus points, but they posted as "goodwill" points.

Here's what I did - first I submitted an email through their website. They sent me a letter saying I wasn't targeted for the offer and that letter had a dispute reference number. I wrote back to the person who sent me the letter (it was C. Gordon from Fort Lauderdale).

Here's the jist of what I wrote:

Pursuant to the enclosed letter that you sent me regarding the 15,000 bonus points, you are correct. I was not solicited or targeted for this promotion by American Express.

Instead, I solicited American Express via a link on the internet, of which I’ve printed out the terms and conditions of that offer, which clearly state that 15,000 bonus starpoints are offered to those who spend $15,000 in the first 6 months. You need to understand that solicitation is a two-way street.

I went on to say that I valued my relationship with AMEX but wouldn't hesitate to cancel my 4 cards.

Find a link - any link that has those T&C's, print it out, highlight it and send it back.

Good luck!!!

sorry, i may not be of much help but I think you're SOL on this one... Hope not! But thanks.

Did you ask them what proof you should provide? I'm pretty sure there was never a confirmation email including offer details sent to my fiancee when she applied for this offer. I did not ask that question and don't recall an email confirmation but will do a quick search for one. I think the proof they want is the original offer, but I'm trying not to mind read on this.

Can you find the 25K offer on the Net. Or perhaps at the waybackmachine?

Even if you can't, I would send a polite letter via fax (not email) to Amex HQ in NYC addressed to the CEO and simply ask that you get your 15K bonus.

Amex has a special executive response team and on of the nice folks there is very likely to give you your 15K bonus and perhaps a little something for your trouble.

When I had to do this re a Delta card many years ago, I recall getting quite a few extra Skymiles after the whole thing was over. I was told ther exec response team can put up to 25K bonus Skymiles (or, hopefully, here, Starpoints) into your account each statement. That sounds like a very viable option. Will peck out a letter if dealing with the dispute resolution team does not work.

I had the exact same issue. In the end I eventually got my extra bonus points, but they posted as "goodwill" points.

Here's what I did - first I submitted an email through their website. They sent me a letter saying I wasn't targeted for the offer and that letter had a dispute reference number. I wrote back to the person who sent me the letter (it was C. Gordon from Fort Lauderdale).

Here's the jist of what I wrote:

Pursuant to the enclosed letter that you sent me regarding the 15,000 bonus points, you are correct. I was not solicited or targeted for this promotion by American Express.

Instead, I solicited American Express via a link on the internet, of which I’ve printed out the terms and conditions of that offer, which clearly state that 15,000 bonus starpoints are offered to those who spend $15,000 in the first 6 months. You need to understand that solicitation is a two-way street.

I went on to say that I valued my relationship with AMEX but wouldn't hesitate to cancel my 4 cards.

Find a link - any link that has those T&C's, print it out, highlight it and send it back.

Good luck!!!

Its funny, but Mr. C Gordon has been assigned to reject my initial oral and email requests too. I guess its time to write him a letter about this. Will include the T&C's from the current offer (I don't think its changed much) and will take it from there.

Do you think the threat to leave is needed for action? I really don't like making threats that I'm not prepared to back up and AMEX has really done good for me the past. Not receiving the points would be a great disappointment and hinder my summer vacation plans, but I'm not sure its enough to cause a break-up. Then again, I'm still working on it, so we'll how it goes.

Thanks everyone for the suggestions. Please keep them coming.

Do you think the threat to leave is needed for action? I really don't like making threats that I'm not prepared to back up and AMEX has really done good for me the past.

Actually, they will most likely just let you go without complaint if you ask to cancel. They are trying to reduce their liabilities at the moment by reducing the amount of credit they extend to their cardholders.

Same thing happened to me. I gave up and cancelled the card. For me it is to much trouble to fight with Amex.

Its funny, but Mr. C Gordon has been assigned to reject my initial oral and email requests too.

I suspect that FTers will not be too shocked to learn that there is very likely no C. Gordon at Amex. :D Or, rather, C. Gorden is whoever gets to deal with you. :rolleyes:

I had problems with the 15k crediting, and called, and they added it for me. A few months later I got a letter saying that it appeared that my 15k had never been credited, and apologizing, and giving me another 15k ^

For those who have been the victim of much less responsive CS - I recommend following the FT rule - if you don't get the answer you want the first time you call - keep calling until you do get the answer you want.

Another avenue may be to try *Wood CS. They may not be too happy that Amex is stiffing their loyal customers, and may be able to put some gentle pressure on Amex, at least in individual cases. If you signed up for the SPG Amex via a link on the SPG website, that may help strenthen your case to SPG that they have some moral responsibility to help (or at least that's an angle worth trying - what have you got to lose).

I suspect that FTers will not be too shocked to learn that there is very likely no C. Gordon at Amex. :D Or, rather, C. Gorden is whoever gets to deal with you. :rolleyes:

Do you know this for a fact or just believe it to be 'very likely'? Doesn't really matter, but the construction of you statement relying on the mythical knowledge of a group, backed up by a statement of probability makes me think you just suspect something is fishy, but don't know for sure whether its true.

I had problems with the 15k crediting, and called, and they added it for me. A few months later I got a letter saying that it appeared that my 15k had never been credited, and apologizing, and giving me another 15k ^

That's pretty sweet. When you called it in, with whom did you speak? Just trying to get specifics so I can replicate your success. When I called the first time, they opened an dispute investigation, which wasn't really how I wanted it handled at all, but that's what happened.

I'm seeing the 10+15k point offer right now on FT. These are the links. Hope they will be of help.

https://www201.americanexpress.com/cards/Applyfservlet?csi=6/19539/b/226&PID=1&BUID=CCG&PSKU=SPG&CRTV=A000005E8VSPG&EAID=3RNjq32bW%2Ao-25JnHOcSH7Ae40nU%2FygVqg
http://ad.doubleclick.net/click%3Bh=v8/380c/3/0/*/w%3B212639011%3B1-0%3B0%3B18430146%3B1-468/60%3B30591877/30609754/1%3B%3B~sscs%3D%3fhttp://click.linksynergy.com/fs-bin/click?id=3RNjq32bW*o&offerid=172041.10000609&subid=0&type=4

I'm seeing the 10+15k point offer right now on FT. These are the links. Hope they will be of help.

https://www201.americanexpress.com/cards/Applyfservlet?csi=6/19539/b/226&PID=1&BUID=CCG&PSKU=SPG&CRTV=A000005E8VSPG&EAID=3RNjq32bW%2Ao-25JnHOcSH7Ae40nU%2FygVqg
http://ad.doubleclick.net/click%3Bh=v8/380c/3/0/*/w%3B212639011%3B1-0%3B0%3B18430146%3B1-468/60%3B30591877/30609754/1%3B%3B~sscs%3D%3fhttp://click.linksynergy.com/fs-bin/click?id=3RNjq32bW*o&offerid=172041.10000609&subid=0&type=4

OP, have you tried faxing this offer to Amex? It might boost your case. The offer is still available. My 15K bonus has not posted yet either, but I was told by Amex online CS it will take 8-12 weeks after my 15K spend is met. I have 2 or 3 more weeks left, as of now no bonus points.

How long does it generally take to post for bonus points?

OP, have you tried faxing this offer to Amex? It might boost your case. The offer is still available. My 15K bonus has not posted yet either, but I was told by Amex online CS it will take 8-12 weeks after my 15K spend is met. I have 2 or 3 more weeks left, as of now no bonus points.

How long does it generally take to post for bonus points?

My understanding was that the bonus would post after 6-8 weeks. I met the spend threshold in December. So maybe its just waiting to happen, but my initial call to CS did not seem to indicate that was the case. They filed an inquiry, which was promptly rejected by C. Gordon who wanted me to prove that I was solicited for a bonus offer. Will call CS Monday morning and revisit the issue and send off my letter asking C. Gordon to reconsider his position on the issue. Even if the 8-12 week timeframe is accurate, I'm beyond it by a couple of weeks. I included the offer in my letter, but who would you fax something to in this situation?

My understanding was that the bonus would post after 6-8 weeks. I met the spend threshold in December. So maybe its just waiting to happen, but my initial call to CS did not seem to indicate that was the case. They filed an inquiry, which was promptly rejected by C. Gordon who wanted me to prove that I was solicited for a bonus offer. Will call CS Monday morning and revisit the issue and send off my letter asking C. Gordon to reconsider his position on the issue. Even if the 8-12 week timeframe is accurate, I'm beyond it by a couple of weeks. I included the offer in my letter, but who would you fax something to in this situation?

This is from the offer linked above:
" You must use your Starwood Preferred Guest Credit Card to complete $15,000 of eligible spending by the end of your first six months of Cardmembership, based on the date of your Card approval. 15,000 Starpoints will be credited to your account 8 to 12 weeks after you reach the spend threshold."

No, you do not have to fax. Mailing is just fine.

Can you find the 25K offer on the Net. Or perhaps at the waybackmachine?

Even if you can't, I would send a polite letter via fax (not email) to Amex HQ in NYC addressed to the CEO and simply ask that you get your 15K bonus.

Amex has a special executive response team and on of the nice folks there is very likely to give you your 15K bonus and perhaps a little something for your trouble.

When I had to do this re a Delta card many years ago, I recall getting quite a few extra Skymiles after the whole thing was over. I was told ther exec response team can put up to 25K bonus Skymiles (or, hopefully, here, Starpoints) into your account each statement.

Do you have the executive office team fax 3/ address? I have the same problem -- CS said they would look into it, but then I got a letter from Amex saying "they had no record of the offer", so I thought, oh well, tore the letter up and decided to forget about it...but now I have renewed hope :)

tb

DO NOT try to fax your letter to the exec response folks. Get CEO's or President's fax # by calling Citi HQ in NYC or looking on Yahoo Finance Citi profile and send letter to CEO or President (doesn't matter which one) addressed by name. Citi should forward to response team.

DO NOT try to fax your letter to the exec response folks. Get CEO's or President's fax # by calling Citi HQ in NYC or looking on Yahoo Finance Citi profile and send letter to CEO or President (doesn't matter which one) addressed by name. Citi should forward to response team.

FYI: SPG Amex is issued by Amex and not Citi. So how can one get help from Citi on the account they do not owe nor manage?

FYI: SPG Amex is issued by Amex and not Citi. So how can one get help from Citi on the account they do not owe nor manage?

Sorry, this is what happens when one dashes off a post in the middle of a sleepless night.

Of course, you contact American Express HQ, not Citi.

Sorry, this is what happens when one dashes off a post in the middle of a sleepless night.

Of course, you contact American Express HQ, not Citi.

No problem ;)

Do you know this for a fact or just believe it to be 'very likely'? Doesn't really matter, but the construction of you statement relying on the mythical knowledge of a group, backed up by a statement of probability makes me think you just suspect something is fishy, but don't know for sure whether its true.

In many jursidictions fictional names are frowned upon, or just outright illegal. More likely the person exists, but doesn't write his/her own letters.

I don't know what jurisdictions you have in mind, but, IMHO, in the US you can call yourself pretty much whatever you want so long as you aren't doing it for fraudulent purposes. So, Betty Crocker is in the clear as is Bob Dylan (nee' Zimmerman).

In any event, I believe that the Amex Mr. (or Mrs.) Morgan is about the same as the legendary "S. Larson" who has been signing Citibank credit card corresponce for lo these many (many) years A nom du plume, if you will, used by many (many) Citi employees--or, perhaps, that's what they call the computer system at Citi. :D

OP, have you tried faxing this offer to Amex? It might boost your case. The offer is still available. My 15K bonus has not posted yet either, but I was told by Amex online CS it will take 8-12 weeks after my 15K spend is met. I have 2 or 3 more weeks left, as of now no bonus points.

How long does it generally take to post for bonus points?
I met the 15k requirement mid-end march, and the points posted on the last day of march. This doesn't seem to follow statement period; my statement doesn't close at the end of the month.

I met the 15k requirement mid-end march, and the points posted on the last day of march. This doesn't seem to follow statement period; my statement doesn't close at the end of the month.

No such luck for me :(

No such luck for me :(

The points haven't hit yet, so I'm not saying this saga is over, but the most recent CS agent spoke with a supervisor who approved the bonus points. They should sweep into the account early next week. Fingers crossed over here. Maybe you want to call again and email the link to the current offer?

Maybe you want to call again and email the link to the current offer?

As stated above, I have done just that. I have contacted Amex again via online secure messaging and they told me that I have to wait 12 weeks from 2/11/09 statement closing date and they should post by 5/11/09, even though 12 weeks will be on 5/6/09. I also called on the same day to a regular CS and was told that I did not meet my 15k spend requirement till 3/13/09 closing date and my points will post in about 5-6 weeks. What I do not understand, that both representatives see exactly the same account information, however, 2 different responses :(

An update on my bonus points:

I have forgot to mention in my above post, that the last representative said she will forward my question to a proper department and I will receive a letter confirming when my points will post. Today I have received a letter stating that my bonus points adjustment has been posted to my SPG account. Indeed, checking my SPG account I do see 15,000 SPG points posted with transaction description :"Amex Goodwill adjustment" I am a happy camper now :)

I have had the same problem as well. Did the 25K bonus sign up, and the inital 10K posted immediately. I fulfilled the spend requirement by January 15th, but no additional 15K points have shown up. It's not worth my time to pursue this. I might write a letter to Starwoods and Amex expressing how disappointing this behavior is. It sounds like Amex and Starwoods have really dropped the ball on this.

I have had the same problem as well. Did the 25K bonus sign up, and the inital 10K posted immediately. I fulfilled the spend requirement by January 15th, but no additional 15K points have shown up. It's not worth my time to pursue this. I might write a letter to Starwoods and Amex expressing how disappointing this behavior is. It sounds like Amex and Starwoods have really dropped the ball on this.

It's not worth your time to pursue 15,000 bonus points when it might be as simple as a phone call and a fax?

Mike

It's not worth your time to pursue 15,000 bonus points when it might be as simple as a phone call and a fax?

Mike

I don't want to argue with Amex about whether I clicked the right link or not. It appears from this thread that Amex's first response is to basically call you a liar. Yes, the points are not worth going through that.

I don't want to argue with Amex about whether I clicked the right link or not. It appears from this thread that Amex's first response is to basically call you a liar. Yes, the points are not worth going through that.

I have contacted Amex 2 times via email and once via phone for a total time spend no more then 30 minutes in order to get my points posted. You are forfeiting 15k SPG points with a potential value of at least $300. In my opinion, unless you are making at least $600 per hour it is not worth it, otherwise it is worth the trouble. This is based that most of the people value their SPG points at least 2 cents per point.


PS: You can give me your Amex info and I can fight for your points and then we can just split the difference :) ;)

Points hit today - - of course by now there's no availability for my travel dates, but such is life. There is no reason for AMEX to make it so difficult to get the points that they offer during a sign-up promo. :td: to AMEX.