Consumer complaint received 2019-04-17
Company: AMERICAN EXPRESS COMPANY
State: AZ
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 had been invited to apply for the XXXX XXXX XXXX XXXX card with pre-approval notes from American Express and marketing from XXXX for this card to apply before the date of XX/XX/XXXX to be eligible to receive a promotional bonus, specifically to receive 100,000 points by making {$5000.00} worth of purchases within 3 months of account opening. 

I researched with both American Express and XXXX websites to see about the eligibility to receive the promotional bonus. American Express indicated a new application is eligible as long as I was not a current card member or previous card member within 30 days of the American Express XXXX Card or were a previous owner of a list of XXXX and XXXX/XXXX XXXX cards or had been a cardholder of any of these cards with another issuer. I have NEVER had another hotel credit card before in my life with any hotel chain, let alone XXXX. This led me to believe I was eligible for this promotion as I rarely sign up for credit cards and so I proceeded with the application. 

Upon completing and submitting the application from the American Express site that indicated my pre-approval for the card, I got a notification stating I was not eligible for this bonus because of a list of possible reasons that did not apply to me, including some of the following statements : -Number of credit cards opened or closed ( I've only ever had XXXX cards with American Express , and neither have been closed nor are either any sort of major rewards cards ) -History of balance transfers ( I've never done said balance transfer ) -Opening credit cards for the sole purpose of awards ( I rarely open credit cards, but in this case I did want to take advantage of a bonus offer that was advertised TO me. While I have cards with other issuers they each serve their own purpose in my financial portfolio. Additionally, I have never in my life opened or maintained a major rewards card with American Express that yielded me any bonus at all ) -Among other reasons ( which I attempted to contact American Express about to get clarification and was not provided ANY additional information and this attempt at being vague can be quite misleading to consumers ) I feel that I have been mislead by a card issuer to which I have been loyal for over 10 years as a customer. I have been advertised to for a credit card and took the time to do research before applying and ultimately was denied the exact item that was advertised to me. I recognize there are people who open credit cards and play a game of rewards, however I do not often open credit cards for personal use and this is my very first credit card of this kind for any hotel chain. 

As a customer of American Express since XXXX and have always maintained good standing and never missed a payment, I expected a mutual relationship with a financial institution to treat me as I treat them. 

I decided to continue with the application because the other benefits of this card are still valuable to me, but it does not change the principle fact that I feel mis-targeted by this company to apply for one of their financial products. 

I called American Express on XX/XX/XXXX at approximately XXXX XXXX PDT to speak to a representative about this and explained my situation, that none of the items listed on the disclosure accurately applied to me, and she was unable to provide any sort of update whatsoever. I can not fault this representative, but I do fault the institution. 

I understand that policies and procedures need to be kept internal and confidential, but in a world where transparency is important, telling a consumer why they were offered but then denied a promotion should be a fundamental business practice. 

I am extremely disappointed with this particular experience with American Express. I feel borderline bait and switch to apply for a credit card and then when I apply for the card American Express makes the decision that I am not eligible for a bonus reward because it costs them some money, even though they have received plenty of mine over the years. 

Overall I appreciate my partnership with this institution and I have had more positives than negatives and wish to keep my relationship with them, but I wish I felt like they actually valued me as a customer with them, and I have always kept my accounts in good standing with them. I have never submitted a complain such as this before but this is quite unacceptable to me as someone who spent weeks researching and considering applying for a card marketed to me, just to be denied a welcome bonus when I apply. 

I am hoping that American Express is able to retroactively do something, even if not provide the full bonus, to help this situation for a loyal customer. I recognize we live in a world where people try to play a game and they are trying to protect themselves, but this is affecting people who try to play by the rules and there are plenty of people who play the game who still get approved for these cards. 

Very disappointed in the direction the company is headed in this aspect. " Too bad so sad '' attitude toward consumers just because a company types out disclosures and putting consumers at fault for everything is not where financial institutions should be headed in this day and age.

Company response to consumer: Closed with explanation