Consumer complaint received 2023-11-26
Company: AMERICAN EXPRESS COMPANY
State: OH
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:
In XXXX of XXXX I received an offer for a Delta American express where I could earn XXXX bonus miles after spending {$2000.00} in eligible purchases on my new card in the first 6 months. The offer also included a {$0.00} introductory fee for the first year and then {$99.00} afterwards. The offer was set to expire on XXXX. I called American Express wanting to apply for the card. While on the phone with the agent I inquired about other opportunities, and they shared with me that I was also eligible for an American Express XXXX XXXX and that if I applied for it I would be eligible for XXXX Delta Skymiles however the card did include a {$250.00} annual fee and I would need to make {$3000.00} in eligible purchases within the first 6 months. I determined that the XXXX XXXX would be the best fit for me and applied for the card- I was approved over the phone and was told I would see the Delta Skymiles in my account within 15 days as well as receive an email confirmation and the card in the mail. Upon receiving the card, I spent over $ XXXX within the first 2 months of having the card ( clearly meeting the requirement ). Additionally, on XXXX I was charged the {$250.00} annual fee which I paid in full. In XXXX of XXXX I contacted American Express inquiring about the skymiles, at this time the representative I spoke with said that it could actually take between 1 to 2 months for me to see the skymiles. I found this frustrating and conflicting from the first conversation but was willing to wait for them. After waiting another 2 months and not seeing the skymiles in my account, I again contacted American Express- this time the representative I spoke with told me I was not actually eligible for the skymiles because I had previously ( couldn't tell me when ) received a similar offer. This was never disclosed to me in the initial conversations which is deceiving and led me to apply for a card with a {$250.00} annual fee. I expressed my frustration and concern and asked why American Express would send me marketing materials for promotional offers I was not actually eligible for ; the agent could not address my concern. At the time I decided to end the conversation due to my extreme frustration and decided to call back at a later date. On XXXX I contacted American Express and requested to speak with a manager. I explained the situation in detail and the representative I spoke with this time confirmed understanding my frustration but reiterated my ineligibility to receive the bonus miles that were promoted to me. At this time, I requested to have the {$250.00} annual fee refunded to me considering the situation and the agent said the fee was not refundable after 30 days. 30 days would have been in XXXX and at that time I was being told the skymiles would be in my account within 1-2 month, so I didn't see any reason for concern or a reason to request a refund. To summarize the situation and the wrongdoing : I find the effort to mail me an offer I am not eligible for to be deceitful and misleading, it is wrong for agents to inform the consumer they will be getting something ( in this case Skymiles ) when in fact the consumer isn't eligible. American Express should not have accepted my annual fee of {$250.00} for a card with benefits I could not receive, or they should have immediately refunded it upon my request due to the scenario. Lastly, I would like to note that I have been a loyal American Express customer since XXXX and have typically enjoyed the cards in which I have used. I have also referred others to American Express and various cards in the past. As of the XXXX conversation with American Express I requested this card to be closed.

Company response to consumer: Closed with explanation