My Amex rant with a happy ending (no, not that kind)

Tl;dr: Amex didn't want to give me a promotion that I had signed up and met the requirements for, asked to speak to supervisor and got the promotion.

I upgraded from my Amex Everday card to the Blue Cash Preferred card back on May 10th. They had a promotion through the offers that are shown on the statement page, and this was around the time the announced the changes to the card that I felt would make a great addition to my wallet. The promotion was spend $1000.00 within 90 days receive $250.00 pretty basic.

I did an online chat to request the status of the credit. They told me I would have to call. After being passed around to 3 different people (all nice) I landed on the rude one... Yay me.

This rep kept telling me I did not have a promotion offered to me. That the promotion I am talking about, the one I signed up for through their website, expired on May 9th. He gave me all of the times I logged in. I told him that seems accurate and that seems to me that they aware that I logged on and clicked through the upgrade at 6:00 PM through that link on their site and I told him that it should be honored. The website allowed me to click through over 18 hours after the day changed. I also told him that this isn't the first time I had the offer extended, and that I even received mail offers for the upgrade numerous times in the past. He said that is not how that works.

After looking into it he says my only option was to downgrade and wait for the offer to pop up again. I told him that was not an acceptable option, but if he was going to recommend that I should downgrade and not have a promotion honored, then he can process the downgrade as long as I get a full refund on the annual fee (both the annual and including the prorate I paid earlier) and it doesn't affect my cashback earned and I will pay off my remaining balance and close the card. He confirmed he could refund the fees and said that's fine.

After he started processing everything I asked if I could speak with a supervisor. Before he transfers me he tells me my card has been downgraded. He proceeds to put me on hold for 30 minutes.

The supervisor comes on, very friendly. I explained what his associate offered me and that I really didn't want to downgrade and close my account and that the annual fee is not the issue here. He said that he sees how long I have been a great customer and would not want this negative experience to ruin "our" relationship. He said the previous associate did not downgrade my account yet, and that he would keep me as a BCP, and credit my account the $250.00.

So, it only took 65 minutes, 1 chat rep, 4 phone reps, and 1 supervisor to resolve a credit for a promotion. I am happy it was resolved, but I would not recommend a friend if this is the famous Amex customer service everyone talks about. I also am curious to what they notated on my account for future interactions. I was nice on the phone, but I can imagine the prick putting some negative comments on my account.

Also, I am hesitant on posting this just yet as who knows if that supervisor was being honest. The credit hasn't been applied yet, but my card has not been downgraded either.

EDIT: Not that anyone cares, but they did credit the $250... as "billing inquiry" and it seems I still have my upgrade. The more that I think about it the more pissed I am about how they handled the situation. I certainly won't be looking at them when I want to open my travel card. Can't trust them with $250 promotional credit, can't imagine how they handle any other part of their business.