Consumer complaint received 2023-08-24
Company: AMERICAN EXPRESS COMPANY
State: TX
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 XXXX, I called to determine what happened to the opening bonus for the credit card I opened on XXXX. To my astonishment, there were several discoveries. I am writing to resolve this matter before further action must be taken. 
On XXXX, speaking with representative XXXX ( no other identifier provided ) and then supervisor XXXX ( NC employer number XXXX ). XXXX stated that the bonus was declined because I had a card expire/cancel two years prior, however at the time of application, I did not realize I had a card previously. Searching now, per the offer terms, it says that 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 you have the option to withdraw your application. however this NEVER happened. This lack of action by the part of American Express nullifies the declination that never occurred until after the application, and without any notification. 

I asked to speak with a supervisor ( XXXX stated above ) and it was one of the worst experiences with any customer service in my life ( which is why, should I not hear back from American Express, I will be sharing the conversation with the public so everyone can know how seriously you do or do not take both matters and customer service ). When speaking with supervisor XXXX ( again, North Carolina center employer number XXXX ), she was one of the rudest unprofessional people I had spoken with in a long time. She would CONSTANTLY refuse to answer, and CONSTANTLY interrupting. When I simply asked for a case to be opened, she would argue an analysis, which I did not ask for, nor was it warranted by someone who did zero research into the matter and attempted to bully her point across. Is this the type of person you promote to be supervisor? What was worse, she would state falsehood, outright lies hoping to dissuade me. She stated that in my application it said the bonus was declined. This is a lie and seeks to attempt fraud. Why would your people in any authority attempt to commit fraud? She needs to be re-educated or terminated. 
Either way, I was able to get the case XXXX created and have yet to hear a response. That supervisor who was willing to openly commit fraud refused to send me a copy of the case that was opened. Additionally, I asked for where I could mail a letter such as this, and was given the general address of the American Express building, not a department. 
To review : - Application was made XXXX - I did not know I had a card previously and your system did NOT notify me that the offer was ineligible - There was no mailed declination - There was no verbal declination- The paperwork states the bonus offer and to decline it, without any notification whatsoever, written or otherwise is fraudulent. 
- I clearly met ALL the conditions laid out in the application bonus. 

I had never heard back on the case that was opened on XXXX, sent the above info on XXXX and heard NO response.

Company response to consumer: Closed with explanation