I've had it with Starwood Amex. Need help!
 

I need some help on where to turn next. I was solicited for the double Starwood Promo for June and July. My postcard said I had to spend $500.00 for each month and I would receive double Starwood points for any dollars spent after the initial $500.00. (I saved the postcard by the way. Thank heavens!) The points have never posted after multiple calls to Amex. This is my husband’s acct and I have a card from his acct. All my spending is listed on the statement that comes monthly and the points go to his Starwood number. Well after 3 phone calls they finally give me the old line “We will have to investigate this and you’ll get a letter in 10 days” with the info.
Today, 31/2 weeks later I receive a letter stating they have investigated this and have determined I was not eligible for double Delta Skymiles. Yes, you read correctly Skymiles. They are so confused at Amex. I’m really keeping a close watch on my statement. I called again and the person I spoke too told me she would get back to me but from what she could tell my husband should have been solicited not me. If they sent me the card it was probably from when I had an acct. with them. (That was two years ago.) Then she added. ”If that was the case then this postcard and double points would be invalid.” WRONG!!! I want those points but who do I talk too and how do I go about getting this solved. I’ve had it with Amex, both Delta and Starwood.

It sounds like a real mess. I am a bit worried for you that apparently it involves more than your account, e.g. some connection with your husbend.

I would either contact William of Starwood (see the SPG board) though I am not sure he can help you if its mainly an Amex problem. Otherwise you might want to try writing to a consumer advocacy web site like Trip Rights

If the account is in your husbands name, then they should have sent the card to him. I have an account in my name and my wife is a second card-holder on my account. All promotional materials are addressed to me.

Why they sent you the promotion for a 2 year old account escapes me.

There's another promo going on now. Perhaps you could take advantage of this one? (Up to 5k bonus awarded for individual purchases of more than $500 with some exclusions. Bonus points awarded after the end of the promotion. Not targetted and registration is not required. Savings Bonds purchases are excluded, as are a few other cash-equivalents.)

See Lurker's Q&A in this post:

http://www.flyertalk.com/forum/Forum74/HTML/008633.html

-David




[This message has been edited by LIH Prem (edited Dec 01, 2003).]

3 1/2 weeks is nothing. AMEX customer service is the worst. They will frustrate you until you are ready to give up. Burn your card if you want to be relieved of the idoitic service. You will be lucky if the problem is resolved in one calendar year with AMEX. That's the facts.

[This message has been edited by sergio (edited Dec 02, 2003).]

Hi Tmpy,
Call corporate at 212-640-2000 as per JohnB50 in an old Delta/AMEX triple mile thread (the principal is the same). Have faith that someone will listen and that they will ultimately post your points. Mine did.
Signed,
An(other) ex-AMEX card holder :-)

Rox59 is correct .
Corporate communications are the only one to turn these issues around.
The regular 1 -800 is fairly limited these days except for basic information
I think you will be able to turn it around keep us posted.
Good luck


------------------
AA & Starwood,Marriott Platinum
Hyatt, Hilton Diamond
Swissotel Club Gold
U/A 1k

My recollection of this promotion was that the $500 charge had to be individual charges of $500 or more and not total charges of $500 from several small transactions. So I decided not to use my credit card for the promotion.

I just got my 6,000+ points for the promotion after no more than 5 phone calls. Finally got a supervisor, explained that I have followed the promotion as stated and the investigation period was well past the 6-8 weeks. Good luck. Amex needs to clean up ther act fast!

The true problem, as mentioned above, seems to be that you received the offer, not your husband.

Nothing related to your husband's account should be addressed to you. If AMEX sent your husband's statement in your name, or a delinquency notice in your name, wouldn't you call to straighten it out?

Well, it's the same thing. The mistake on AMEX's behalf is that the offer was sent in regard to an account that had been closed. This happens frequently enough, with all programs, when active accounts aren't updated with marketing. Annoying? Yes. Unforgivable? No.

I'd be surprised if you didn't consider this from the beginning. Well, it's the fact, and you really are not entitled to the points, as far as I'm concerned.

Latest update. I spoke to an AMEX CSR yesterday who said she would investigate this and get back to me. She also gave me her extension in case she got busy and couldn’t reach me. Needless to say no phone call. Late this afternoon I tried calling her and the number she gave me was not her extension. (Why am I not surprised!) The new CRS didn’t know what it was. I’m calling corporate tomorrow. (Thanks for the number rox59!) Also have William working on this as well.
Clublounger,
I tend to disagree with you. You stated, “Nothing related to your husband's account should be addressed to you. If AMEX sent your husband's statement in your name, or a delinquency notice in your name, wouldn't you call to straighten it out?”
Well, it's the same thing. The mistake on AMEX's behalf is that the offer was sent in regard to an account that had been closed. This happens frequently enough, with all programs, when active accounts aren't updated with marketing. Annoying? Yes. Unforgivable? No.
I'd be surprised if you didn't consider this from the beginning. Well, it's the fact, and you really are not entitled to the points, as far as I'm concerned.”
This account was opened in April. I received the offer in May. The only reason I would call is because I take care of all of this, not my husband. I figured they sent it to me because I’m the one who does all the spending on all the credit cards whether the acct. is in my husband’s name or not. I haven’t heard anything from them in 2 years and since the acct. was just opened I figured it was intended for me. That is why I didn’t consider this from the beginning. Maybe I’m wrong, however it is Amex”s mistake if I wasn’t supposed to receive this offer. It was sent and I followed all the rules as stated in the promotion. That’s the fact and Amex should own up to their mistake if in fact it was a mistake. I am entitled to the points, as far as I’m concerned. We’ll see who wins this one!!! I'll let you know the outcome.

You guys are great!!! The best advice of anywhere. I called Corporate today and they were very helpful. No only did a Manager post my points but gave me a hefty bonus as well for all the unnecessary phone calls and trouble I encountered. Double the amount that was due me. I am very thankful! Needless to say any trouble with Amex the way to go is right to the top. I'm not saying don't give them the ten days they require to solve the problem, but if you don't get any satisfaction make the call.
Thanks again!
Tmpy

http://www.flyertalk.com/forum/biggrin.gif Another Happy Customer, Thanks to Flyertalk!