Consumer complaint received 2018-02-25
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Having reached the Medallion Qualification Miles ( MQM ) benefit thresholds in XX/XX/XXXX for both Amex Delta Reserve and Amex Delta   Platinum  cards, I was instructed by an Amex  representative in early XX/XX/XXXX ( on a recorded line ) that if I wanted to receive more MQMs for the year I could apply for a SECOND Delta Platinum card. Provided I spent the required amounts on the card within 2017 I would get the MQM bonus. I did so and reached the first of two thresholds on my new Delta Platinum card on XX/XX/2017 by spending {$25000.00}. This entitled me to XXXX MQMs. Then, on XX/XX/2017 I reached the second threshold by spending another {$25000.00}, entitling me to an additional XXXX MQM bonus. The maximum MQMs per year is XXXX and I was instructed that this was per card. 

These MQMs never arrived in my account at XXXX and I have been given the runaround by Amex ever since. Upon further ( and tedious ) investigation with Amex I am told that I would not get the additional MQM 's because I already received them on a similar class of card ( my original Amex Delta Platinum ). This contradicts the sales pitch and guidance I was given by an Amex representative in early XX/XX/XXXX prior to applying for and receiving my card who told me that I would receive them for each card provided I achieved the spending thresholds for each card independently. I am NOW told that their policy is based on " card class '' rather than " per card '', however they are unable to send me a copy of this policy, or point out anywhere on the web or otherwise where this policy was publicized before, during, or after the application process. Not only that, the agent I spoke with last actually told me " that I should have asked! " .I would have NO IDEA that this policy existed and would therefore never know to ask this question. I applied for this credit card solely on the basis on this representation as a consumer relaying on the information provided to me by American Express Company representatives. Therefore, it is fraudulent. I was misled into applying for a credit card where Amex receives ( a ) a substantial annual fee, ( b ) a fee from the merchants for the {$50000.00} in spending I made, and ( c ) potential interest on any unpaid balance ( s ). 

I satisfied the spending requirement for {$50000.00} between XX/XX/XXXX  and XX/XX/2017 and feel treated wrongly by Amex for their withholding these XXXX MQMs. They opened what I describe as a " fake '' investigation to listen to the recorded call in early XX/XX/XXXX where I was guided into applying but I'm told by " a supervisor '' that the outcome of the investigation would only be reprimanding the phone rep, not giving me the MQMs. It has been weeks. Promised phone calls are not returned, I received no written indication that an investigation has been opened and believe my first course of action is this complaint with the Consumer Financial Protection Bureau. As noted below, I support publication of this complaint on its website for the protection of other consumers. Further escalation, including a lawsuit, is likely to follow if a satisfactory resolution ( below ) is not obtained in a reasonable timeframe.

Company response to consumer: Closed with explanation