Consumer complaint received 2023-09-03
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Dear XXXX, I am writing to formally register a complaint in connection with my American Express XXXX XXXX XXXX XXXX Credit Card XXXX which I opened under the terms of your prominently advertised welcome offer. This correspondence seeks resolution for an issue pertaining to the promised {$200.00} promotional credit, which has not been credited to my account despite my adherence to the stipulated conditions. 

As an eligible applicant, I was preapproved for the Blue Cash Every Day Credit Card and subsequently submitted my application directly through the designated welcome offer portal. At the time of application, I perused the offer terms in a cursory manner, noting a clause that explicitly stated, " if you are not eligible for the welcome offer, intro APRs, and intro plan fees, we will notify you prior to processing your application so that you have the option to withdraw your application. '' To fulfill the terms of the welcome offer, I diligently made eligible purchases totaling {$2000.00} within the first six months of card activation. Furthermore, I ensured that all outstanding balances were paid in full well in advance of the closing cycle, as evidenced by the attached documentation. 

It is deeply disconcerting that, despite my adherence to the terms and conditions, American Express failed to honor the commitment of providing the promised {$200.00} promotional credit. When I contacted one of your agents via telephone, I was informed that American Express does not possess real-time information on an applicant 's eligibility for the welcome offer. This response contradicts the very terms of agreement that your company has put forth, which explicitly state that applicants should be informed of their eligibility status before their application is processed, thereby affording them the opportunity to withdraw their application if necessary. 

Regrettably, I received no indication of ineligibility until I proactively reached out, six months after the requisite spending and payments were completed, to inquire about the conspicuous absence of the {$200.00} statement credit. It is important to note that American Express records all phone calls, and despite this fact, the company has yet to acknowledge its own deviation from its stated obligations. 

I am deeply disappointed by this lack of transparency and failure to uphold the terms of the welcome offer, which was a significant factor in my decision to open an American Express credit card. I kindly request that this matter be addressed promptly and that the {$200.00} promotional credit be applied to my account in accordance with the terms initially presented to me. 

I anticipate a timely resolution to this matter and kindly request written confirmation of the actions taken to rectify this situation. Failure to address this issue satisfactorily may necessitate further action on my part to ensure that my rights as a consumer are upheld. 

Thank you for your immediate attention to this formal complaint. I look forward to a prompt resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation