Consumer complaint received 2019-05-20
Company: AMERICAN EXPRESS COMPANY
State: TN
Product: Credit card or prepaid 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:
I have been with American Express Gold Rewards since XXXX. I would spend on average $ XXXX a month due to business. I have enjoyed the perks with this charge card such as their rewards program as I use my point toward travel. 
I had called American Express customer service with a concern regarding a charge on my card. They resolved my issue and at the conclusion of my call the customer service representative informed me that I qualify for their new blue business card it has the same perks as my gold rewards card and the benefit was that I could have financing on the card for upto 15 months interest free financing. I was very intrigued and took the offer. At no point during the disclosure did he make mention of a credit limit so I assumed I would have unlimited credit card similar to that of my gold card. 

As Im in the construction industry this allowed me to buy material and appliances for a house we are working on and enjoy the perks of interest free financing for 15 months and I could save the money as I would not need to pull a draw on the construction line of credit which is a very high interest rate. Around the end of the month I received a bill from American Express showing that I only has a credit limit of {$2000.00} at this point I had spend over $ XXXX on the card. Payment of the over credit limit was due XX/XX/XXXX. 
I had called American Express and asked if they would increase the credit line to cover the charged amount and I would pay it off as agreed if not before. They declined my request based on my credit history. THey never did pull my credit history. 
I then made contact with Ms XXXX and discussed their business practice and was very disappointed and she proceeded to listen to the recorded line of the credit card offer and she agreed that it may not have been clear but the representative on the phone offering me the card would not have know what my credit limit was it comes with the card when the card is mailed to me which it did not and in the card agreement I received with the card did state that the credit limit will be posted on the first month bill. 
They froze the blue card as well as my gold rewards card even though my gold rewards card is current. I called and was informed that I would need to enroll both of my cards into their hardship program. I had asked specific questions regarding my points/rewards and was told by a customer service representative that the rewards would still belong to be even if I had enrolled into the program I would only loose the points accumulated on the blue card. I have almost XXXX rewards that I have paid for since my enrollment into the program. 

I have concerns that their business practice is misleading. If I had known my credit limit was {$2000.00} I would not have gone {$15000.00} over limit. Why did the card allow me to charge that much over the limit? And why would I loose points that I have paid for over the years.

Company response to consumer: Closed with explanation