Originally Posted by DCFlyer0306

I just had one of the worst customer experiences issues with SPG Amex that I have encountered in years. I spent over 45 minutes on the phone and was transferred to 6 different representatives but never got a resolution to my issue. I had a Marriott hotel that I paid for with my SPG Amex but I did not earn the bonus points on the SPG Amex card. I called Amex and was initially told the bonus points would credit on my next statement. I asked if this was a new policy, as in my years with SPG Amex, I have never had the initial points for a hotel stay post on one statement and the bonus points post on the next statement. I was then transferred to another Amex representative who said that I should have received the points and it was a problem on Starwood's side. I was transferred to someone at Starwood who said because it was a Marriott hotel, the problem was on Marriott's side. I was then transferred to 3 different people at Marriott who told me that this was Starwood's problem and the Starwood agent should have helped me instead.

After 45 minutes and 6 transfers, I ended the call and wrote a letter to SPG customer care. They awarded me 500 bonus points for the inconvenience but pointed out that the error was Amex's and they should have fixed it.

I have had terrible customer service with both my SPG and business Amex card over the last year -- every time I call, I am transferred multiple times, the agents don't seem to understand my problem or the benefits of the card, and they do not seem empowered to fix the issues.

I am waiting to see what Starwood / Marriott announces about how the combined program will work and especially about how Lifetime Plats will be treated. If the new program is a significant devaluation I am going to cancel SPG Amex and move to Chase Sapphire Reserve.