Consumer complaint received 2023-07-30
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Hello, I was booking a flight it visit my mom from XXXX 's website. After selecting my flight and going the check out and pay for my ticket, XXXX offered me a welcome offer to apply for the " Delta Sky Miles XXXX XXXX American Express card : " Earn XXXX bonus miles after you make {$2000.00} in eligible purchases on your Card in the first 6 months. '' I opened the card on XX/XX/XXXX and was approved, and once I received the card I spent more than {$2000.00} USD ; however, the miles were never added to my Delta SkyMiles account. 

On XX/XX/2023 I contacted American Express to inquire why I didn't receive the miles, and they told me that I didn't qualify for this offer despite being approved. After mentioning the welcome offer 's details verbatim : " '' XXXX Bonus Miles To qualify for the XXXX bonus miles, you must make eligible purchases with your Delta SkyMiles Gold American Express Card that total {$2000.00} or more ( the " Threshold Amount '' ) within your first 6 months of Card Membership starting from the date that your account is opened. Miles will be credited to your account XXXX weeks after you reach the Threshold Amount. Bonus Miles may appear on your account in more than one deposit. Eligible purchases can be made by the Basic Card Member and any Additional Card Members on a single Card account. Eligible purchases are purchases for goods and services minus returns and other credits. Eligible purchases to meet the spend requirement do NOT include fees or interest charges, cash advances, purchases of traveler 's checks, purchases or reloading of prepaid cards, purchases of gift cards, person-to-person payments, or purchases of any cash equivalents. Additional Card Members on your account are not eligible for this offer. To receive the XXXX bonus miles, your Card account must not be canceled or past due at the time of fulfillment. 

You can earn XXXX bonus miles after you spend {$2000.00} or more on eligible purchases on your XXXX within your first 6 months of Card Membership starting from the date that your account is opened. In rare instances, your period to spend {$2000.00} may be shorter than 6 months if there is a delay in receiving your Card. Also, purchases may fall outside of the 6 month period in some cases, such as a delay in merchants submitting transactions to us or if the purchase date differs from the date you made the transaction. ( For example, if you buy goods online, the purchase date may be the date the goods are shipped ). Miles will be credited to your account XXXX weeks after you reach the Threshold Amount. American Express reserves the right to modify or revoke offer at any time. If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with this offer in any way or that you intend to do so ( for example, if you applied for one or more cards to obtain an offer ( s ) that we did not intend for you ; if you cancel or downgrade your account within 12 months after acquiring it ; or if you cancel or return purchases you made to meet the Threshold Amount ), we may not credit, we may freeze, or we may take away bonus miles from your account. We may also cancel this Card account and other Card accounts you may have with us. '' ; " Welcome offer ( s ) may not be available to applicants who have or have had this Card or previous versions of this Card. American Express may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your offer eligibility. If an offer is not available to you, we will notify you prior to processing your application so you have the option to withdraw your application '' ( when I tried to click the link for inquire more about the Terms and Conditions, the website could not display them -- included the screenshot for this ). 

After mentioning this, American Express opened a case to investigate. I contacted XXXX customer service, and they said to wait XXXX billing cycles. After waiting for another 2 months, still no updates nor miles added to my XXXX account. I contacted American Express customer service again and requested a supervisor, and they told me there were no updates regarding the claim, and to wait additional XXXX weeks for the case to finalize. The supervisor confused " which '' credit card offer I was mentioning ( they thought it was for the " XXXX XXXX XXXX '' ). Annoyed, I waited XXXX more weeks. I waited, and finally today when I contacted Amex  customer support, they told me the offer wasn't eligible, without even notifying me that the claim was even resolved. 

After talking to Amex customer service today, they just want to offer {$100.00} USD to cover any " inconvenience ''. I declined, and stated that I just wanted to XXXX miles I was offered initially. The supervisor transferred me to a floor manager ( " XXXX '' ) who basically told me they I didn't qualify and basically berated to me that Amex customer service has always been " trying '' to help and how they've been transparent, but their attitude was inappropriate and I felt like they were trying to gaslight me that I was " wrong '' to even submit the question in the first place. 

I had also asked for assistance from XXXX, however, they never contacted American Express despite correcting the SkyMiles number information. 

I'm attaching the entire chat history within this claim. 

I will also add that my partner applied for this same promo since we BOTH received it from XXXX 's website. When he called, they told him that he didn't qualify because he had previously used the promotional offer ; however, I had never applied nor received this welcome offer from American Express. 

Therefore, I believe that both XXXX and American Express are baiting consumers for this Delta Sky Miles Gold Welcome Offer, which I find to be unethical.

Company response to consumer: Closed with explanation