IN THIS CASE
- Cole Juchems believed he met the $4,000 spending requirement for a $350 Amex credit.
- American Express denied the credit, claiming he was $3.47 short of the required spend.
- Despite extensive loyalty and high spending, Amex refused to waive the small shortfall. That’s when our advocacy team got involved.
Cole Juchems thinks he’s earned a $350 credit from American Express after meeting the spending requirement on his platinum card. But Amex says he’s $3.47 short and refuses to give him the credit. Is he out of luck?
Question
American Express offered me a promotional credit when I renewed my Amex platinum card annual fee in July 2024. The offer was for a $350 credit, roughly half the $695 annual fee, if I spent $4,000 on the card over the next 90 days.
At the end of 90 days, I added my spending and found that I’d met the minimum amount required. I reached out to Amex again to inquire about the credit, only to be told that I’d figured incorrectly and was $3.47 short.
I understand the calculation error was mine, but I find it surprising that Amex wouldn’t make an effort to retain a loyal cardmember in good standing by waiving the last $3.47 and awarding the credit. I’ve made upwards of $25,000 in purchases since opening my account in June 2023 and am disappointed that the company values my loyalty at less than $3.47.
Have you ever been denied a promised credit or benefit over a tiny technicality?
Did a company prioritize strict rules over customer loyalty and common sense?
Share your story in the comments. Your voice helps hold companies accountable.
I don’t expect Amex to make an exception in my case, but I would appreciate it if your team could inquire on my behalf, if for no other reason than to see how Amex responds. Any help you can offer is appreciated. — Cole Juchems, Pekin, Ill.
Answer
Amex should have considered letting the $3.47 slide, or given you a way to make up for it. You spent nearly $4,000 on your card in just three months — and over $25,000 in a little over a year. I think you’ve more than proven your loyalty to the company.
But that’s the problem with credit card companies. They push you to spend more, which may be good for Amex, but not necessarily for you.
Read more insightful reader feedback. See all comments.
I would carefully reconsider bonus offers like these, because you could easily overextend yourself and end up in debt. You were smart to keep close track of your spending. If you hadn’t made an error, you would have received the $350 credit while meeting the minimum spending requirement.
You did the right thing by contacting Amex to inquire about the credit. You also kept a detailed paper trail of your correspondence. You could have also appealed to an executive at Amex. I list the names, numbers, and emails of the American Express executives on my consumer advocacy website, Elliott.org.
Always track your spending carefully when trying to meet credit card bonus requirements. Keep detailed records and if you’re close to the target, make sure to factor in processing times for transactions to avoid falling short.
I contacted American Express on your behalf. A representative acknowledged the unusual circumstances of your case and agreed to issue the $350 credit to your account.
“I appreciate very much the help that you and your team provided,” you said. “I doubt that I’d have gotten a positive result by working within Amex’s internal customer service structure. It’s obvious that your team’s inquiry on my behalf led to this timely, positive resolution.”
How to get a credit card bonus from American Express
- Understand the terms clearly — Before accepting any bonus offer, read all terms and conditions, especially spending requirements and timelines.
- Track your spending meticulously — Keep a detailed record of your purchases to ensure you meet the spending threshold within the promotional period.
- Contact customer service in writing — If there’s an issue, reach out to the credit card company. Keep all correspondence in writing for a clear paper trail.
- Escalate to an executive — If standard customer service cannot resolve the issue, find executive contacts and appeal directly to them.
- Seek consumer advocacy if needed — If direct appeals fail, consumer advocates can often help mediate and achieve a positive resolution.
FAQs
- Will American Express waive a small spending shortfall for a bonus? — Not automatically. As seen in Cole’s case, they may initially deny the credit even for minor differences.
- What is the best way to track spending for a credit card bonus? — Keep a meticulous personal record of all purchases to ensure you meet the exact spending requirement.
- Should I contact Amex if I believe I met a bonus requirement but wasn’t credited? — Yes, always contact them to inquire. Keep a detailed paper trail of all communications.
- Can escalating to an executive help with credit card disputes? — Yes, appealing to higher-level executives can often lead to a positive resolution, especially in unusual circumstances.
- Is it true that consumer advocates can help with credit card issues? — As demonstrated in this case, consumer advocates can successfully intervene on your behalf to resolve disputes.
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