Consumer complaint received 2023-09-30
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
I APPLIED FOR AND WAS APPROVED FOR AN AMEX PLATINUM CARD ENDING XXXX ON XX/XX/2023 WITH THE PROMOTIONAL OFFER OF XXXX POINTS UPON SPENDING $ XXXX IN 6 MONTHS. 
FIRST LET ME STATE THAT I AM NEWLY XXXX XXXX XXXX SERVNG IN THE XXXX XXXX XXXX. I WAS ENTICED TO APPLY FOR THIS CARD FOR 2 REASONS : 1. BEING AN XXXX XXXX MILITARY SERVICEMEN MY ANNUAL FEE IS WAIVED BY AMEX. 
2. MY SISTER IS GETTING MARRIED XXXX  IN XXXX AND I WANTED TO USE THE POINTS TO HELP WITH BOOKING MY HOTEL ACCOMMODATIONS WHILE ATTENDING HER WEDDING WHICH THIS CARD ALLOWS USING POINTS ON VARIOUS HOTELS. 

WHEN I COMPLETED THE APPLICATION I WAS IMMEDIATELY APPROVED AND ADDED MY MOTHER AS AN AUTHORIZED USER SO SHE COULD HELP ME EARN THESE POINTS FASTER BY USING THE CARD AS WELL AND PAYING IT OFF AS QUICK AS POSSIBLE. 

TO THAT POINT, BETWEEN MOM AND I WE CHARGED WELL OVER THE REQUIRED $ XXXX IN CARD PURCHASES. WHEN I CALLED AMEX TO FIND OUT WHY I HAD NO POINTS SHOWING FOR MY PURCHASES THEY INFORMED ME THAT I WAS NOT APPROVED FOR THE PROMOTION AS IT IS SELECTIVE. 

THE ONLY REASON I EVER APPLIED WAS BECAUSE OF THIS PROMOTION. 
I AM XXXX. I SERVE IN THE XXXX. I DO NOT HAVE THE ABILITY WITH MY LOW SALARY TO JUST SHOP UNCONTROLLABLY AND PAY OFF $ XXXX. HAD I KNOWN THIS WHEN THE CARD WAS INSTANTLY APPROVED, I WOULD HAVE NEVER ACCEPTED THE CARD. EVER! THIS IS BLATANT FALSE ADVERTISING ON THEIR END. A BAIT AND SWITCH TO THE UPTEENTH DEGREE. THERE SHOULD BE A POP UP WINDOW THAT ALERTS YOU TO NEW TERMS AND MENTIONS YOU ARE NOT ELIGIBLE FOR THE POINTS. 

MY JOB IN THE XXXX XXXX IS MANAGING CRISIS SITUATIONS, BEING CALM, COOL AND DIRECT WITH MY COMMUNICATIONS. I DEAL WITH LIFE AND DEATH SITUATIONS ON A WEEKLY BASIS. HIGH STRESS AND YET I AM ABLE TO BE TRANSPARENT AND HONEST WITH PEOPLE EVEN IF IT IS DELIVERING CATASTRPOHIC NEWS INVOLVING LOSS OF LIFE. WHY CANT AMEX ( A HUGE CORP ) DO THE SAME? I FEEL STRONGLY THAT THEY USED FALSE AND DECEPTIVE ADVERTISING IN THIS CASE. I AM XXXX AND STILL A BIT NAIVE AND EASILY INFLUENCED BY SUCH TEMPTING MARKETING WHEN IT COMES TO CREDIT I AM A XXXX XXXX, I AM ALSO A MINORITY OF XXXX XXXX. FOR ME TO USE THIS CARD, MEET THE REQUIREMENTS AND THEN BE TOLD I WAS NOT ELIGIBLE IS ABSURD. WHEN I CALLED AND CHATTED WITH THE AMEX AGENTS THEY SIMPLY SAID, " NOT ALL PEOPLE WILL BE ELIGIBLE '' AND THAT ELIGIBIITY IS DETERMINED LATER. THEY ALSO SAID THAT BECAUSE I HAVE ANOTHER AMEX CARD I WASNT ELIGIBLE, NOWHERE DOES IT SAY THIS ON THE APPLICATION PORTAL. MY OTHER AMEX CARD IS A XXXX XXXX XXXX XXXX. THOSE MILES ARE ONLY GOOD FOR AIR FARE ON XXXX, NOT HOTELS, NOT OTHER AIRLINES OR CAR RENTALS SUCH AS THIS PLATINUM CARD. THIS CARD IS FOR MULTIPLE AWARD USES SO THERE SHOULD BE NO INELIGIBLE ISSUE. I SPENT OVER $ XXXX AND HAVE ALREADY PAID THE CARD OFF. I DESERVE THE POINTS PROMISED. WHAT A DIS SERVICE TO ALL CONSUMERS AND WHAT A BUNCH OF MISLEADING MARKETING ON TOP OF IT ALL. I HAVE ATTACHED THE APPROVAL EMAIL, THE WELCOME EMAIL, MY CHAT WITH THE AMEX CUSTOMER SERVICE REP AS PROOF TO ACCOMMODATE THIS COMPLAINT. THE WELCOME PACKET I RECEIVED IN THE MAIL ALSO DID NOT HAVE ANY DISCLOSURES REGARDING WHAT DISQUALIFIES YOU FROM THIS PROMOTION. SHAME ON AMEX!

Company response to consumer: Closed with explanation