Consumer complaint received 2023-11-27
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit 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:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding my recent experience with American Express concerning the application bonus for their credit card. The pertinent details of the situation are as follows : 1. **Application and Welcome Offer : ** - On XX/XX/XXXXXXXX XXXX I applied for an American Express credit card after clicking on a promotional ad with a " special welcome offer : earn 90,000 rewards points. '' - Upon clicking the offer button, a confirmation message clearly indicated my eligibility for the XXXX XXXX 
- There was no indication of offer decline during the application process, and no notification was received regarding any decline. Enclosed are screenshots ( offer evidence 1-3 ) of the promotional offer and the confirmation message as evidence. 

2. **Spending and Confusion : ** - The offer required spending {$4000.00} within the first three months to earn the rewards points. 
- Despite spending almost {$10000.00} within the stipulated period, I did not receive the promised XXXX XXXX 

3. **Initial Customer Service Interaction ( XX/XX/XXXX ) : ** - On XXXX XXXX  the first agent, after stating I was not eligible for the offer without clarification, transferred me to a specialist. 
- The specialist assured me there should be a welcome offer and instructed me to check for the points on XX/XX/XXXX. 
- Despite the specialist 's assurance, I did not receive the points. 
- I repeatedly sought clarification on why I was deemed ineligible, emphasizing that I had carefully reviewed the eligibility criteria when applying and found no violations. Unfortunately, no information was provided. 

4. **Subsequent Customer Service Interactions ( XXXX ) : ** - XXXX XXXX, a different agent stated I was not eligible for the offer and created a case for further investigation. 
- I requested a review of the recording and emphasized the existence of screenshots and the confirmation message as evidence. 
- Different agents provided varying timeframes for updates, leading to daily follow-up calls. 

5. **Recent Customer Service Interaction ( XX/XX/XXXX ) : *XXXX XXXX XXXX XXXX XXXX, an online agent, who was unhelpful, stated that the case is still under investigation, requiring a wait of 6-12 weeks ( screenshot attached ). 
- Immediately following the online chat, I called the customer service line, and the agent on the call directly read me the results of the investigation ( recording attached ). 
- The investigation result indicated the first agent on XX/XX/XXXX had stated I was not eligible, and the second agent created a ticket to address the offer issue. 
- I am concerned about the authenticity of the investigation as the team claimed the specialist only created a ticket without promising anything. In my memory, the specialist 100 % assured me of receiving the points. I would like access to the recording for verification. 

I am deeply frustrated by the conflicting information provided by different customer service representatives and the prolonged delay in resolving this matter. I am seeking a thorough investigation into the discrepancies between the assurances given by different representatives and the evidence supporting my eligibility for the welcome offer. 

Enclosed are screenshots of the promotional offer, the confirmation message, and additional evidence demonstrating my eligibility for the 90,000 rewards points.

Company response to consumer: Closed with explanation