AmEx UK Bonvoy Card [General Discussion Thread]
Oct 10, 2018, 12:05 am
#31
Join Date: Oct 2015
Posts: 127
I really fear this could drag on well beyond Novemeber. The person at the Amex complaints department that I spoke to did not sound confident when he said 2-4 weeks on Monday (8th Oct).
I'm due a huge amount of points. I was on a double points promotion and put massive spend through the card during this period. Including a very sizeable VAT bill that I paid HMRC using BillHop which cost me many hundreds of pounds in BillHop fees. I believed it was worth the fees as I was on double points and wanted to make a number of hotel bookings at the 60k points rate. It's turned into a disaster and no one at Amex or Marriott seems to care!
I'm due a huge amount of points. I was on a double points promotion and put massive spend through the card during this period. Including a very sizeable VAT bill that I paid HMRC using BillHop which cost me many hundreds of pounds in BillHop fees. I believed it was worth the fees as I was on double points and wanted to make a number of hotel bookings at the 60k points rate. It's turned into a disaster and no one at Amex or Marriott seems to care!
Oct 10, 2018, 2:43 am
#32
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
I’ve not received any points from AMEX since August. I phoned them in September and was advised they’d been sent but they’d recall the points and send them to my new Marriott number, but they haven’t credited and neither has October’s...
Oct 10, 2018, 3:03 am
#33
Join Date: Oct 2015
Posts: 127
No UK card holders have received their points for months it seems. It's not isolated groups, it's everyone! Marriott don't seem particularly bothered. I guess this is just one of very many things they've completely messed up with this disaster of a merger
Oct 10, 2018, 9:31 am
#34
Join Date: Dec 2012
Location: UK
Programs: BAEC Silver, VS Red, HH Gold, IHG Gold, Marriott Gold, SPG Basic, Alitalia Status Match
Posts: 1,173
I have the Creation Marriott credit card and points have been posting as normal for that, although my Marriott Rewards account number hasn't changed. I also have the SPG Amex, a new SPG number (haven't yet combined my Marriott Rewards and SPG accounts) and no points have transferred since June/July.
Oct 10, 2018, 9:38 am
#35
Join Date: Jan 2005
Posts: 610
Interestingly I've transferred UK Membership Rewards which have gone across fine, all my points from the Marriott Rewards Mastercard issued by Creation have shown up in my account on their normal posting dates for Aug, Sept & October.
American Express UK has a working link to Marriott or they would not be able to transfer MR. I'm escalating this to an official complaint today as this is getting ridiculous now.
Oct 10, 2018, 9:54 am
#36
Join Date: Aug 2018
Posts: 242
The issues only seems to be affecting the SPG AMEX UK card.
Interestingly I've transferred UK Membership Rewards which have gone across fine, all my points from the Marriott Rewards Mastercard issued by Creation have shown up in my account on their normal posting dates for Aug, Sept & October.
American Express UK has a working link to Marriott or they would not be able to transfer MR. I'm escalating this to an official complaint today as this is getting ridiculous now.
Interestingly I've transferred UK Membership Rewards which have gone across fine, all my points from the Marriott Rewards Mastercard issued by Creation have shown up in my account on their normal posting dates for Aug, Sept & October.
American Express UK has a working link to Marriott or they would not be able to transfer MR. I'm escalating this to an official complaint today as this is getting ridiculous now.
Oct 10, 2018, 10:19 am
#37
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I have asked for both responses in writing and then as American Express is the card issuer and the complaint official I can then escalate this to the financial ombudsman here in the UK.
Overall not impressed with either, they are acting like children, it's not my fault it's there's. Absolutely no one taking control of the situation or showing any consideration to customers.
Oct 10, 2018, 10:37 am
#38
Join Date: Jul 2016
Posts: 7
I don’t think the issue is just limited to the U.K. SPG AMEX not being able to post points to the new Marriott accounts because as I mentioned in my last post, the Ritz Carlton Istanbul sent 30k points to my account 2 weeks ago but these points haven’t shown up on my account either and nobody knows why.
I finally got a response from Marriott today:
“Dear Mr. Donovan.
Thank you very much for your email.
I cannot stress enough how embarrassed I am in regards to our system issues.
It was never our intention to cause you further distress for which I am very sorry.
Please be advised that I am not able to provide you with the time frame when this will be resolved.
My senior manager Danielle is back in the office today and I will review it further so we can decide on the next step.
I really appreciate your patience and I hope to talk to you soon.
Best regards,
Janusz”
I finally got a response from Marriott today:
“Dear Mr. Donovan.
Thank you very much for your email.
I cannot stress enough how embarrassed I am in regards to our system issues.
It was never our intention to cause you further distress for which I am very sorry.
Please be advised that I am not able to provide you with the time frame when this will be resolved.
My senior manager Danielle is back in the office today and I will review it further so we can decide on the next step.
I really appreciate your patience and I hope to talk to you soon.
Best regards,
Janusz”
Oct 10, 2018, 10:46 am
#39
Join Date: Aug 2018
Posts: 242
My feeling is that if Marriott and Amex were inclined to provide good customer service, they would manually credit the points even if there are system issues. Either Marriott can see the points that should be added, in which case they should be able to manually credit them, or they can't see them on their own system, in which case Amex should be able to tell them how many points have been credited. IT issues are one thing, but it seems unlikely that they can't manually add points balances, and if they can do that, then they're just hiding behind the system issues as an excuse.
Oct 10, 2018, 11:14 am
#40
Join Date: Jul 2016
Posts: 7
My feeling is that if Marriott and Amex were inclined to provide good customer service, they would manually credit the points even if there are system issues. Either Marriott can see the points that should be added, in which case they should be able to manually credit them, or they can't see them on their own system, in which case Amex should be able to tell them how many points have been credited. IT issues are one thing, but it seems unlikely that they can't manually add points balances, and if they can do that, then they're just hiding behind the system issues as an excuse.
Oct 10, 2018, 2:32 pm
#41
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,599
I’ve just received and unsolicited goodwill adjustment of 15,000 points.
I got in touch with SPG via twitter but nothing has been mentioned to me about the goodwill gesture.
Has anyone else received it?
I got in touch with SPG via twitter but nothing has been mentioned to me about the goodwill gesture.
Has anyone else received it?
Oct 10, 2018, 2:57 pm
#42
Original Poster
Join Date: Sep 2005
Location: UK
Programs: IHG Diamond Amb, Bonvoy Plat (+LTP), VS Silver
Posts: 1,392
Oct 10, 2018, 4:01 pm
#43
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Nothing on my account, I havent mentioned by twitter but have made a complaint about things so I would be curious to know it ifs in relation to the SPG AMEX issues for certain!
Oct 10, 2018, 4:29 pm
#44
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,599