I was just trying to tag him. No personal message required. I think everyone should see what is going on. The funny thing is I just hit my $15k free night a few days ago. Yet, they are telling me they don't see any activity after July 14. How the heck did I get my free weekend reward then? (It wasn't hit in last billing cycle, which I know for sure).

I think we are onto something since mine is the surpass card as well. Normally posts on the 14th but nothing this month…had over 16K points that were suppose to post. I have case opened with Hilton honors but haven’t heard back from them yet.

They told me there were going to open a case and transferred me ten times to different people. No case opened.
Final person just said well we have 12 weeks according to the terms and conditions. Asked to speak to his manager and said that quote is directly from the manager.
This is very very frustrating to say the least. One of my biggest points months.

I got my case opened by chatting with them online. I’ve had better luck doing the chats with customer service with any company rather than calling. This way I also have a copy of what was discussed documented on my end. I also just chatted with American Express and opened a case with them. They said this is the first they heard of this issue so more people need to start letting them know.

I may have misspoke earlier. My issue is on the Aspire card.

I see mentions of a free night at $15k spend. Which card is that? Aspire requires $60k in spending.

Surpass has the FNC at $15K. But you have to spend that to get one - it's not an automatic anniversary benefit like the Aspire. But the AF is only $95. We like having both cards, they have different points multiples in different categories.

Ah, got it. Thank you!

As a side note, the 12-week excuse given by some agents is BS. There’s definitely a glitch somewhere and it’s affecting a bunch of people. I’m due a high-5-figures with of points this month and it’s affecting my ability to book an upcoming reservation.

Mine is an Aspire card as well. It seems like a Hilton issue.

Same here..

I have a brand new Aspire card with its first statement that closed a couple weeks ago - no points posted (neither the ones listed on statement for the regular spend, nor the account opening bonus that I qualified for). AmEx chat said it'll happen once any payment is made towards the statement, which seems odd to me as that's not how it works with AmEx cards with other hotel reward programs..

AmEx definitely has my correct Honors number, as they are showing my point balance that they are able to retrieve from Hilton.

Meanwhile, Lyft points credited overnight.

Called the Diamond desk today. 7 days after opening the case.

The rep said "we know there's an issue" and "please wait a few more days and call back".

i have the hilton business card , finished SUB early july, FNC posted july 16th. no hilton pts on my account , but the bonus appears on my amex account hilton points summary also on july 16th. still waiting for it to post to my hilton acc..

FWIW, the tag did not send me a notification, see upthread for why that might be.

We are aware of the delay in points posting and are actively working with our partners at American Express to resolve the issue.

Best regards,

William

Any update? It has been over two weeks.

I just had an interesting case where Hilton posted 16656 points to my account on a bill of 1514€ (excluding tourist tax) - this already included the gold bonus + 2000 promo points. Normally I don't really check whether the amount of points is correct but this way way off, since I got just 8142 base points, which would indicate a spend of 814 USD. Even if I accounted for possible unfavorable exchange rate, and deducted 10% VAT, it was way too little points. Just the room rate itself was 950€ and then there were hundreds of euros of F&B spending.

I contacted Hilton Honors support via an email. I'm impressed with the speed of service - I wrote to them at 10:30, and they solved the case and fixed the credit around 18:30 (we exchanged one more email in between, as they asked for the receipts).

I ended up earning 36348 points (of which 19082 are base points). That means I would lose almost 20k points if I didn't notice the discrepancy... Pretty brutal if you ask me and it makes me wonder how many times something like this happened before.
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There must be some issue going on. I recently had 7 stays and 4 posted incorrect points. In my case all the prepaid stays did not post base point; just the promotion and the 1000 Diamond bonus.
One stay just posted the promotion, 1000 Diamond bonus and the F&B points but not the actual room paid (again it was a prepaid rate). I am not sure if this is a coincidence but all other stays that were not prepaid posted correctly.

Seems like a major issue. My issues is my monthly points from my Amex spend (groceries, gas, etc) did not post. Six phone calls and nothing. Amex blames Hilton. Hilton says they don't have the points. Like they just vanished. Hopefully they can make this right soon.

Chat rep said "No update" today but asked that I escalate my case to a "priority team at Hilton and gave me an email address to forward my comments to.

My missing points are 15+ days overdue.

It has been over 2 weeks for me as well. As this point, they should just manually give us the points if we present our credit card statement. It's worrying that the issue seems to be widespread, yet neither Amex or Hilton have issued a public statement or email to cardholders about it.

Are any of you close to, say, hitting the $15K on the Surpass or the $60K on the Aspire to get a FNC? I'm wondering how the delay in posting is affecting those milestones. I know many of us try to time it to get a certificate in a timeframe we want (to either use right away or conversely to not get it right away to have a longer lead time). It would be terrible if you earned the points, but since they weren't posted it messed up your booking plans.

My annual free night certificate from my Aspire card arrived every year in mid-August, within a day or two of the statement closing and my anniversary date.

It is now 2+ weeks overdue. Amex says it’ll post “when the next statement generates” which means 1 full month later than normal. It’s not affecting any future bookings, yet.

My apologies for the inconvenience, but the only updates I've received is that we continue to work with American Express to resolve the issue. I have not been given an expected time frame for when that will happen.

Best regards,

William

AMEX is saying the issue will be resolved, and all missing points will be credited, "by the time your next statement posts".

Is there any credence to this?

Edit to add... my annual FNC has always posted with 72 hours of paying the annual fee. AMEX is saying it now can take up to 12 weeks for the certificate to post.

My apologies, but I am not privy to the inner workings of American Express to even make a guess. When I have an update to offer, I'll be glad to come back and let everyone know.

It can take from 8 - 14 weeks for Aspire and 8 - 12 weeks for Surpass, at least according to the terms of the benefits for either card.

Best regards,

William

William, has there been any update to the missing points affecting many of us?

Thank you!

My sincere apologies for the continued delay. If there was anything new to report, I would surely already have come back to update this thread. The message remains the same as it was last week for the moment. We apologize for any inconvenience this might have caused. Usually, points earned with your cobrand card are deposited into your honors account within days after the end of each billing cycle, however they can sometimes take up to 12 weeks to post. In the meantime, you can review your billing cycle date and the points you earned in your AmericanExpress.com online account.

Best regards,

William

Slowly Catching Up
 

This morning I noticed my missing Surpass Card bonus points on Grocery and Hilton Spend categories were deposited into my Honors account. Still missing Gas, Restaurant and the biggest one of all, points on Eligible Spend. I’ll keep checking but looks like the points deposits are slowly catching up.

That's good to hear. How long has it been since your points typically post to your account?

I received this morning my eligible spend points from last month, hopefully the rest come soon. For me it is almost 3 weeks behind but glad to see something come across now.

My Amex points usually post on the 13th or 14th of every month and I was missing my August points, so as of now it’s more than 3 weeks late.

DP: Points on eligible spend just posted today (about 3.5 weeks late). Looks like the issue is finally being addressed!

Understood. Thank you.

Same here. All points from the August statement are finally posted.

Same here, finally. About 80% of my bonus points posted. Missing points from car rentals and restaurant spend.

Restaurant, Grocery, and Hilton Spend finally posted, 3 weeks late. Just missing Gas and Eligible Spend.

Received the balance of the missing points today. 3.5 weeks later than normal, as a data point for others. Still no FNC.

Missing points from last month were posted on 9/8 and sept points posted as normal yesterday. Looks like they have resolved the issue.

Same here.

No welcome bonus points for me so far although I have met spending requirement more than one month ago. Hopefully by the time next statement is posted, I get my points.

What's going on with Hilton?
 

Last year I had an issue in Baltimore where my stay was showing zero points. (Still unresolved a year later.)

Now, two weeks ago I stayed in La Guardia. Expensive. Almost $400 a night. Even so I paid for double points.
I go to the website and for that stay it shows zero points activity.
Sigh...ok. I go to chat, explain the issue. I'm on for 15 bloody minutes.
And then I get this...

'As I can see your reservation is already post and case is in progress. I request you to please contact our dedicated Hilton honors help desk team they will assist you in real time. I will share contact details with you.
Blake
You can contact via: 1-800-548-8690 .'

And then he signs off...

???

I had a stay in April at a Hampton in Idaho Falls showing 0 points. I waited a week to see if they would show up, never did. But I filled in this form on the Hilton website, and within a day everything was fixed. Didn't have to call anyone or argue with anyone in live chat, just filled out the form.

Had another stay this weekend at a different property, and everything posted right away no problem.