AmEx UK Bonvoy Card [General Discussion Thread]
Oct 4, 2018, 9:27 am
#16
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
Well, in their “defence” key parts of the booking system haven’t been functional for 6 weeks either. It must surely begin to start costing them some real money.
Oct 5, 2018, 5:46 am
#17
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,598
@Starwood Lurker Could we please have an update on this? As you can imagine, this is incredibly frustrating.
Oct 5, 2018, 6:56 am
#18
Join Date: Jan 2016
Posts: 48
Having the same issue, called Amex twice and they have no clue but did update to my new Marriott number. They also gave 5000 Marriott points compensation.
Called Marriott and and they said they were trying to track down the missing c.30k marriot points.
Also having huge issues getting Amex platinum to upgrade me to marriot gold. They just keep creating new Marriott accounts. Any advice?
Called Marriott and and they said they were trying to track down the missing c.30k marriot points.
Also having huge issues getting Amex platinum to upgrade me to marriot gold. They just keep creating new Marriott accounts. Any advice?
@Starwood Lurker Could we please have an update on this? As you can imagine, this is incredibly frustrating.
Last edited by newfrequent; Oct 5, 2018 at 7:34 am
Oct 5, 2018, 10:32 am
#19
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
@Starwood Lurker Could we please have an update on this? As you can imagine, this is incredibly frustrating.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Oct 5, 2018, 11:21 am
#20
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I have been told today by Amex UK that another 2 weeks until the system will be working. Not sure how accurate that will turn out to be, but its what they said!
Oct 5, 2018, 11:37 am
#21
Join Date: Oct 2015
Posts: 127
I've had 3 batches of points leave my SPG Amex and just disappear. I was promised by Amex that this would all be sorted by 20-22nd September. Then when they came and went they promised it would be on my next points transfer date.. Now that has been and passed also. I'm due a huge amount of points and this has totally ruined my travel plans.
How have Marriott managed go screw this merger up so badly in so many ways!?
How have Marriott managed go screw this merger up so badly in so many ways!?
Oct 6, 2018, 7:55 am
#22
Join Date: Aug 2004
Location: London, England
Programs: BA Silver
Posts: 3,771
I have the same problem and have decided to cancel the SPG Amex before the next annual fee is due in a couple of weeks. As the points have seemingly left Amex I hope cancelling the card won't prevent the missing points from posting if/when a solution is found.
Oct 7, 2018, 4:37 am
#23
Join Date: Jul 2006
Location: LON
Programs: AA, BA
Posts: 75
UK SPG Amex card - welcome bonus incorrectly applied
In July, MBNA killed its Advantage points earning credit cards, so I took out an SPG Amex card for the facility to transfer points to Aadvantage.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
Oct 7, 2018, 5:39 am
#24
Join Date: May 2016
Posts: 20
In July, MBNA killed its Advantage points earning credit cards, so I took out an SPG Amex card for the facility to transfer points to Aadvantage.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
As you hit the bonus before the merger - it should be marriott tripling it up.
Oct 7, 2018, 5:42 am
#25
Join Date: May 2016
Posts: 20
I have a similar issue and it seems to state clearly in the terms and conditions the transfer happens 6 days before the statement date. I am wondering in this situation as a financial product is involved if a breach of UK law has occurred. I know Lloyds had serious issues when they had problems with transferring points to avios. I don't feel this is probably down to any fault with American Express but as the card issuer I would assume they have responsibility to ensure you receive the points you are entitled to and would be the first point of complaint.
Considering the fact many people (including myself) have points quite likely in the tens of thousand we are not able to spend and a limited time to do so on the 60k rates for the top properties my patience is certainly wearing thin on this. I know Marriott were originally saying not our issue its down to Amex but I believe in the last couple of weeks may have changed their tune somewhat!
Considering the fact many people (including myself) have points quite likely in the tens of thousand we are not able to spend and a limited time to do so on the 60k rates for the top properties my patience is certainly wearing thin on this. I know Marriott were originally saying not our issue its down to Amex but I believe in the last couple of weeks may have changed their tune somewhat!
Oct 7, 2018, 1:13 pm
#26
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
In July, MBNA killed its Advantage points earning credit cards, so I took out an SPG Amex card for the facility to transfer points to Aadvantage.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
Amex offered a welcome bonus of 10,000 Starpoints with the card. When I achieved the minimum spend, 10,000 points were applied to my account in August. But... since 1st August, weren't all Starpoints converted on a 3:1 basis in the new scheme? So it appears that my 10,000 Starpoint bonus have been devalued to 3,333.33 points in the new scheme.
I called Amex (supervisor level) and they told me to go away. The bonus was the bonus offered at the time, and whatever has come out of the wash of the scheme change is non negotiable. To add insult to injury Amex are now offering a 30,000 welcome bonus under the new scheme! FYI I also reached out to Marriott, and they said it was an Amex matter. Is this a case of HUCA? Has anyone had a positive experience of getting the correct welcome bonus applied?
As a side issue, I enquired with Amex about the general points posted chaos and two separate agents cited Sunday 14th October as an important date in restoring normal service.
Oct 8, 2018, 2:28 am
#27
Join Date: Oct 2015
Posts: 127
I've spoke to Amex today to submit an official complaint regarding this. I've not received any points for my spend since 1st July. I was promised by Amex that this would all be sorted by 20-22nd September. When that came and went they promised it would be on my next points transfer date.. Now that has been and passed also. I'm due a huge amount of points and this has totally ruined my travel plans.
The person I spoke to said he would set the complaint up but that it would be rejected as it is down to a 3rd party and not themselves. He offered to put £50 credit on my account for the inconvenience and the fact I was given incorrect information by Amex regarding when this would be resolved.
He said the latest information that Amex have on when this will be sorted is 2-4 weeks... So could easily be looking at November now!!
As far as I'm concerned, my contract is with Amex, they are failing to deliver the stated benefit of the card. I've not gone into the terms & conditions, but this just doesn't seem right.
The person I spoke to said he would set the complaint up but that it would be rejected as it is down to a 3rd party and not themselves. He offered to put £50 credit on my account for the inconvenience and the fact I was given incorrect information by Amex regarding when this would be resolved.
He said the latest information that Amex have on when this will be sorted is 2-4 weeks... So could easily be looking at November now!!
As far as I'm concerned, my contract is with Amex, they are failing to deliver the stated benefit of the card. I've not gone into the terms & conditions, but this just doesn't seem right.
Oct 8, 2018, 5:42 pm
#28
Join Date: Jul 2016
Posts: 7
I’m also missing the last 3 months worth of points from my U.K. Amex spend. Furthermore I recently stayed at the Ritz Carlton Istanbul and due to the spa facilities being broken they offered to credit my account with 30k points. They have said they have done this but it’s not showing up on my SPG/Marriott account and in total I am now missing over 60k points. The fault is with Marriott. AMEX have posted my points to Marriott, as have the Ritz Carlton Istanbul but Marriott can’t receive them. I’ve complained to Marriott over 10 times now and have also shamed them on Twitter. They simply don’t reply to my emails anymore even though I spoke to a senior manager who has also washed their hands of my situation. After the first months points didn’t post I demanded compensation and they credited my account with 8k points (which is what July’s points would have been) but that’s all I got out of them. Clearly they can post points to accounts internally but it seems they cannot post points to accounts if sent by AMEX or hotels. I honestly don’t know what to do now as they no longer respond to my emails or return my calls when I call their helpline and get put through to a new person each time and explain I want the senior manager I was dealing with to call me back.
Oct 9, 2018, 4:57 am
#29
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I raised a complaint via my Ambassador about this and just had a call from her manager. Essentially while she was very apologetic and raised the issue within Marriott she had been given little information and basically been given a company line of clients will have to wait we are working on it.
Unfortunately proved what I feared Marriott really do not give a damn and customer service higher up is non existent. It is a real shame to see people who are used to being able to actually offer customer service being shut down by Marriott and bound by their policy's, policies which essentially have no interest in customers and based on them believing they are so big they can treat people as they wish.
I am already looking to switch reservations elsewhere I am fortunate enough not to have to be dealt with in such a manner. I do however feel very sorry for the great Starwood employees who are no being forced to treat customers in such a reprehensible way.
Unfortunately proved what I feared Marriott really do not give a damn and customer service higher up is non existent. It is a real shame to see people who are used to being able to actually offer customer service being shut down by Marriott and bound by their policy's, policies which essentially have no interest in customers and based on them believing they are so big they can treat people as they wish.
I am already looking to switch reservations elsewhere I am fortunate enough not to have to be dealt with in such a manner. I do however feel very sorry for the great Starwood employees who are no being forced to treat customers in such a reprehensible way.
