Consumer complaint received 2018-03-02
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I applied for the American Express Platinum card with a {$550.00} annual fee back in XX/XX/XXXX. I applied for this card because it was advertised as a " Travel Card '' and I had a trip scheduled with my family to XXXX. Also, I needed to spend {$5000.00} in 90 days to get a bonus of XXXX points. 

I intended to use the card while in XXXX at restaurants, theme parks and other spending. Every restaurant that we went to in XXXX did not take American Express ; this was embarrassing and unacceptable for such prestige card ; a " Travel Card ''. We also went to a water park while in XXXX and again, American Express card was not accepted. For the next days of our stay in XXXX, I continued to try to use my card, even at a zip lining park American Express was not accepted. We decided to take a one day trip to XXXX from XXXX, and once there, I tried purchasing souvenirs at some of the markets and American Express was not accepted. 

For every time the card was declined/not accepted, I had to use another card. As the frustrations grew, I decided to call American Express to tell them what was going on. They lady I talked to ( and it was a recorded conversation so this can be verified, I also recorded the conversation myself ) said that I would need to give her the business information to all those places the card was declined so that American Express could reach out to those places and try to get in business with them so American Express cards can be accepted. My response was, are you serious? Even if I was to do that, it doesnt change the fact that the card was not accepted and most likely I wont be back to those places while staying in XXXX ever. That was such an illogical and thoughtless answer. It is not my job to provide that information to American Express, I do not work for them, they should be the ones continuing to reach out to business and acquire their business so we customers can use American Express cards at more locations. 

Because if this horrible and embarrassing experience, I canceled the card upon my return to the U.S. I felt so let down and was shocked for day wondering and questioning the American Express brand, a brand that has been in business for many years with such great reputation. Ever since I was a kid and saw my dad with his American Express old school card I wanted one. I didnt even get to finish meeting the {$5000.00} spending, I think I was only able to spend about {$1500.00} by the time I closed the card. 

Fast-forward to XX/XX/XXXX, my wife and I talked in our kitchen for a good three hours planning our travels and decided to get the card again but NOT take it overseas as per the above complaint ( American Express is not accepted in most places in XXXXsilly for a Travel Card you cant use while Traveling? ). Anyways, I applied and got approved for the card on XX/XX/XXXX with an offer to get XXXX bonus points after spending {$5000.00} within 90 days of the application approval ( I have the POID and OFFER code as well ). This decision was also made due to my wifes new job and amount of travel she will have to do as well as my recent promotion which would also require me to travel more. 

My suspicion aroused in the middle of the night about the bonus as Ive previously read a new American Express new lifetime bonus on a product ; basically, if you ever held a certain card before, you would not be able to get the bonus for that same product ever. In my case, and as stated above, I didnt finish completing the spending because I closed the card due the problems and frustrations with the card while in XXXX and XXXX. So, I got on the phone with a representative on XX/XX/XXXX (  next day after approval ) to confirm and I explained all the above to her and how I NEVER received the bonus due to the cancelation. She confirmed that I would not be able to get the bonus, I was shocked! I then told her to cancel the application after begging for an exemption because again, I never received the bonus. She said the only way I could get the bonus is by receiving a mail offer or email offer by marketing, which in this case, they would allow me to get the bonus? Doesnt make sense. If I didnt get the bonus previously, I should be able to get itwithout an offer directed to me from marketing? Im confused. 

Per above, I did have the card before, but did not get the bonus due to cancelation. I should be able to get the bonus, and after what my family and I went through in XXXX, American Express should take consideration on that and let me complete my spending. Im a loyal customer with a great track record on all my accounts. 

Would you please reconsider? 

Respectfully, XXXX XXXX. 

Have a nice day.

Company response to consumer: Closed with explanation