Known Problem : Delays / issues transferring Amex points to SPG accounts
 

Eighteen days after my March bill closed, and 17 days after I paid it, my SPG points have yet to post. The AMEX CSR said it was pending and gave me the excuse that it could take until the next statement for points to post, and I should keep checking. After 16 years as a cardholder whose points always posted within days of the statement closing, this is unacceptable. The rep even claimed that points never post before a bill is paid, which is baloney. If this is how they treat loyal customers, after raising their annual fee, AMEX deserved to lose the Costco account and eventually the SPG account.

While I understand your frustration, you have one bad experience and get one agent that clearly was just making things up and you're ready to bash all of Amex ... maybe take a deep breath and try call again or see if you can send them a message??

My apologies for any delay, but American Express is aware of this and is working towards resolving it.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Hmm.. I was wondering about this. I have been waiting for over a month for my points to post. Guess I should call in then?

My husband's points haven't posted since his statement closed on March 19. AMEX swears the points went to Starwood. I have a case open with Starwood Research. I've received two responses that make no sense. I am relieved to see that he is not the only one with an issue and that William says AMEX is aware of this. I wouldn't know that without this forum.

My personal and work card points both posted one day after the billing cycle closed over the weekend so at least for me it is resolved. March points did take a couple extra days but posted long ago.

Same issue with one of my SPG Amex cards. Huge delay in posting points. It's the usual cat and mouse game. I have tried talking to both Amex and SPG several times. Even did a three-way call. They both blame each other and neither have a solution other than "wait".

Still waiting for my March points as well. I was told they would post before the next billing cycle. Of course I earned many points this period!

Frustrating.

I sent a screen shot to Starwood that shows the March spend on the card in question. I received a response today saying that AMEX has provided a screen shot showing no spend on the card in 2016. (But then why did he receive points in January and February?) Starwood Research considers the issue closed and that I need to deal with AMEX.

I just got off the phone with AMEX. This agent says that the points are there to be transferred when the next billing cycle closes. She alleges that all points, whether Starwood, Delta, Hilton, post one month following spend. I told her that has never been my experience. I read to her the dates of the Jan and Feb spend posting which were the same day that the statement closes. Regardless, she says there is no action to be taken until April 19 when the next statement closes. Further, she has no idea what screen shots were provided to Starwood as there is considerable spend on this card.

I'm in the same boat :( I talked to AMEX CSR twice in the last three weeks. On both occasions they acknowledged that they have an internal problem on the AMEX side and the points have not been sent to SPG. I asked if this was a problem just with my account and they said no, they have this problem with over 96,000 accounts, affecting SPG, Delta and HHonors.

After talking to AMEX the second time, amazingly enough they still had no idea when they thought they were going to have this problem fixed. The CSR spoke of "several weeks", they are aware of the urgency, they are under a lot of pressure to resolve, etc, etc.

I asked for some additional points as compensation for the indefinite delay. They agreed and informed me that the extra points will post with the regular points once they fix the problem. We'll see.

At least they acknowledge there is an issue which they would not for me. Your post encourages me.

A Message from American Express...
 

"Thank you for bringing this to our attention. We have identified a technical issue that has impacted points updates to some Card Member balances. We are working to correct the situation."

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Thanks for the update, William.

Negative Amex SPG bonus point
 

Hello,

I signed up for the Amex SPG Business last month. I met the spending requirement and the statement just closed last week.
On the statement, it says I will have 35k bonus point and 5,351 spend points in my SPG account. I checked my spg account yesterday and I saw this. It seems like they credited me 35,000 points, then take it back, minus my spending point
So it's like: -35,000 + 5,351 = -29,649 points. This is really weird.
http://www.flyertalk.com/forum/attac...1&d=1460142215

I called SPG, they said everything looked fine from their end. This is because Amex took my points back. I called Amex, they said everything looked fine from their end. They are sending 35,000 bonus points and 5,351 spend points to SPG. Their system said the transactions are pending and it could take 6-8 weeks to complete.

What do I do now? Does the system resolve this by itself?:confused:

Thanks for allowing me to look into this for you. As it turns out, this anomaly is related to the issues cited in this thread.

American Express is aware and is working to correct it. I'm told that once they do, everything should be displaying correctly, but if you find that to be differently than expected, feel free to reach back out to me.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]