Consumer complaint received 2019-02-01
Company: AMERICAN EXPRESS COMPANY
State: MA
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:
On XX/XX/XXXX, the additional cardholder on my AMEX XXXX XXXX XXXX XXXX card applied for Global Entry and was charged {$100.00} by XXXX XXXX XXXX - XXXX, IN. This AMEX product offers a {$100.00} rebate for Global Entry once every four years. I researched the terms and conditions for this benefit that were readily available on my online AMEX portal. They are included below. 

These terms do not explicitly exclude the {$100.00} benefit for the additional cardholder. References to an eligible card and membership being per person, and a separate application must be completed for each individual imply that multiple cards and individuals are eligible, which would include my additional card member. 

Below are these benefit terms I can access in one click from my account. When I contested the lack of a {$100.00} rebate on XX/XX/XXXX, AMEX invoked other publicly available terms, which do indeed restrict the benefit from additional cardholders : https :  //www.americanexpress.comXXXX However, these terms are two clicks from my account, and not as readily available. I clicked on benefit terms and thought I had the whole story. 

I spent almost an hour today ( XXXX XXXX ) chatting with four AMEX employeesId be happy to provide the chat transcriptand they refuse to honor this benefit or concede that the benefit terms I was presented with first ( one-click within my account ) should govern this benefit, instead relying on terms that were two clicks from my account and harder to find. I contend that this is a problematic business practice, that the original terms should govern this benefit, that their ambiguity on restricting the Global Entry benefit should be read to entitle me to {$100.00} from AMEX, and that this be fixed for future conscientious consumers who read the terms before using benefits. The same terms should be on all parts of the website. 

The terms as presented to me : Benefit Terms Fee Credit for Global Entry or TSA Pre Fee Credit for Global Entry or TSA Pre XXXX XXXX XXXX American Express Luxury Card Members are eligible to receive a statement credit every four years for the application fee for either Global Entry or TSA Pre when charged to an eligible Card. Card Members will receive a statement credit for the first program ( either Global Entry or TSA Pre ) to which they apply and pay for with their eligible Card regardless of whether they are approved for Global Entry or TSA Pre. However, Card Members can receive no more than one {$85.00} credit or {$100.00} credit, depending on which program the Card Member first applies for, every four years for an application fee charged to an eligible Card. American Express has no control over the application and/or approval process for Global Entry or TSA Pre, and does not have access to any information provided to the government by the Card Member or by the government to the Card Member. American Express has no liability regarding the Global Entry or TSA Pre programs. U.S. Customs and Border Protection ( CBP ) ( for Global Entry ) and U.S. Transportation Security Administration ( TSA ) ( for TSA Pre ) charge an application fee to process each respective application regardless of whether the Card Member 's application is approved. American Express will provide a statement credit for the application fee regardless of the decision made by CBP ( for Global Entry ) or TSA ( for TSA Pre ) but will not provide a statement credit for subsequent application fees charged to the same eligible Card within four years, even if the original application is rejected.

Membership for Global Entry or TSA Pre is per person, and a separate application must be completed for each individual.

For additional information on the Global Entry and TSA Pre programs, including information regarding the application and/or approval process and for a list of participating airlines and airports, as well as the full terms and conditions of the programs, please go to www.globalentry.gov for Global Entry and www.tsa.gov for TSA Pre. The Global Entry and TSA Pre programs are subject to change, and American Express has no control over those changes.

The statement credit benefit applies to the Global Entry or TSA Pre programs only. Other program applications including, but not limited to, XXXX, XXXX and XXXX  are not eligible for the statement credit benefit. 

Please allow up to 8 weeks after the qualifying Global Entry or TSA Pre transaction is charged to the eligible Card account for the statement credit to be posted to the Card account. American Express relies on accurate transaction data to identify eligible Global Entry and TSA Pre purchases. If you do not see a credit for a qualifying purchase on your eligible Card after 8 weeks, simply call the number on the back of your Card. Card Members are responsible for payment of all application charges until the statement credit posts to the Card account. To be eligible for this benefit, Card account ( s ) must be active through the time of statement credit fulfillment.

Global Entry Fee Credit Option : Global Entry is a CBP program that allows expedited clearance for pre-approved, low-risk international travelers upon arrival in the United States. Global Entry membership also includes access to the TSA Pre program with no additional application or fee required. If a Card Member applies separately for TSA Pre with the same eligible Card, the TSA Pre application fee is not eligible for a statement credit.

To receive the {$100.00} Global Entry statement credit, Card Members must pay for the {$100.00} Global Entry application fee with an eligible Card. Global Entry members can opt in to TSA Pre by entering their Global Entry membership number ( PASS ID ) in the " Known Traveler Number '' field each time a flight reservation is made on a participating airline. Alternatively, Card Members can add their Global Entry PASS ID to their frequent flyer profile ( s ) with the participating airline ( s ) and then ensure that their frequent flyer number is entered for each flight booking. If approved, membership into the Global Entry program is valid for five years and subject to the program 's terms and conditions. You must reapply for the Global Entry program every five years for continuous benefits.

TSA Pre Fee Credit Option : TSA Pre is an intelligence-driven, risk-based program managed by TSA that allows low-risk travelers to experience faster, more efficient screening at participating U.S. airport checkpoints for domestic and international travel. The TSA Pre application program is a DHS Trusted Traveler program. TSA began accepting TSA Pre applications on Wednesday, XXXX XXXX, XXXX. Enrolling in TSA Pre does not guarantee selection for expedited screening each time a passenger travels.

To receive the {$85.00} TSA Pre statement credit, Card Members must pay for the {$85.00} TSA Pre application fee with an eligible Card. If approved, Membership into the TSA Pre program is valid for five years and subject to the program 's terms and conditions.

Company response to consumer: Closed with explanation