Consumer complaint received 2021-08-30
Company: AMERICAN EXPRESS COMPANY
State: OH
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:
On or around XX/XX/2021, I opened an American Express Hilton Honors Credit Card on the assumption that I would earn XXXX Honor  Points if I fulfilled the spending requirements stated below. I did just that, spending over {$5000.00} in total purchases between XX/XX/2021 and today. 

Upon inquiring by phone with American Express Customer Service, today why I had not gotten the points credited to my Hilton Honors Account yet, I was told I do not qualify for the XXXX points because I closed an American Express Credit Card in the past. Such account was in good standing but simply closed so that I could open a different account. 
That is simply a very misleading practice. The language below was not specific in any of these exceptions and is false advertisement. I hereby request that the XXXX points be deposited into my Hilton Honors Account as advertised since I did fulfill the requirements. 




Terms as advertised by American Express : Earn up to XXXX Hilton Honors Bonus Points Earn XXXX Points after you spend {$1000.00} in purchases on the Hilton Honors American Express Card in the first 3 months of Card Membership.

Plus, you can earn XXXX more Points after you spend an additional {$4000.00} on the Card ( for a total of {$5000.00} in combined purchases ) in the first 6 months of Card Membership. 


Welcome offer not available to applicants who have or have had this Card. We 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 welcome offer eligibility. 
Up to XXXX Hilton Honors Bonus Points You can earn XXXX Hilton Honors Bonus Points after you make eligible purchases with your Hilton Honors American Express Card that total {$1000.00} or more ( the " Threshold Amount '' ) within your first 3 months of Card Membership, starting from the date of your Card approval. You can earn an extra XXXX Bonus Points ( for a total of XXXX Bonus Points ) after you make an additional {$4000.00} in eligible purchases with your Card ( for a total of {$5000.00} in eligible purchases ) within your first 6 months of Card Membership, starting from the date of your Card approval. In rare instances, your period to spend {$1000.00} may be shorter than 3 months, and your period to spend an additional {$4000.00} may be shorter than 6 months, if there is a delay in receiving your Card. Also, purchases may fall outside of the 3 and 6 month periods 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 ). Bonus Points will be credited to your Hilton Honors account 8-12 weeks after each Threshold Amount has been met. If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome offer in any way or that you intend to do so ( for example, if you applied for one or more cards to obtain a welcome 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 the Hilton Honors Bonus Points to your account. We may also cancel this Card account and other Card accounts you may have with us. Eligible purchases to meet the Threshold Amount for this offer include those made by both Basic and Additional Card Members on the Card Account. Eligible Purchases are purchases for goods and services minus returns and other credits. Eligible purchases to meet the Threshold Amount 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 Bonus Points, your Card account must not be canceled or past due at the time of fulfillment. For questions regarding your Card account, please call the number on the back of your Card.

Company response to consumer: Closed with explanation