Consumer complaint received 2019-04-04
Company: AMERICAN EXPRESS COMPANY
State: HI
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:
I applied and was approved for the Starwood Preferred Guest American Express card, now known as the Bonvoy Amex card. When I applied, I read the terms very carefully and determined that ineligible applicants included those who currently or had previously had the Starwood Amex card or any other Starwood or XXXX product, and those with a history of closing or opening many accounts. I don't fall into any of these categories, so I applied. I was approved and never notified that I would not receive the bonus.

After spending the required {$3000.00} in 3 months, which was a hustle on a XXXX XXXX   salary, I did not receive the welcome offer of XXXX rewards points with SPG. I called numerous times and was told repeatedly that I hadnt qualified for the offer, and that I should have seen a popup that I wasnt going to get the welcome offer. I certainly did not see that warning, as it would have caused me to investigate with the same determined persistence that I am now employing to this case. 

Eventually, their customer service explicitly informed me that because I had received a welcome bonus for a **differen

t** Amex Card ( Blue Cash Preferred ) two years ago, I was disqualified from ever receiving another welcome offer on any Amex product for the rest of my life. I know this isn't true for everyone,  because I know many people who have received multiple Amex welcome offers, and continue to be approved for cards and get the welcome bonuses.

Despite bringing these details to their attention and opening three investigations on my case, Amex determined I was ineligible for my reward bonus.

From their customer service : " Welcome offers are intended for first-time Card Members as an incentive to try the benefits and rewards of the Card. Given this, existing Card Members who have or have had the same Card before as well as those who have a history with American Express welcome offers, introductory APR offers, or because of the number of Cards they have opened and closed are not eligible to receive the welcome offer. '' My very first credit card was a secured {$500.00} credit line card with my bank in XX/XX/XXXX My second credit card was the XXXX XXXX Unlimited as an authorized user XX/XX/XXXX I opened an Amex Blue Cash Preferred account XX/XX/XXXX. This is my first " real '' credit card account. I spend {$200.00} - $ XXXX on it monthly since, with an annual spend around $ XXXX. 

I opened XXXX accounts total and closed XXXX accounts when I applied and was approved for the SPG amex card. This was my second AMEX card and my first XXXX/SPG card. 

I have never missed a payment or carried a statement balance on any credit card ever I have never closed a credit card account I did my research and read up on forums to ensure I would qualify. I saw no indication that having ever received a welcome offer from Amex would put me at risk. 

I have been singled out to receive only one bonus in my lifetime, and was told point blank that I should have expected this. I consider this unacceptable, flagrant abuse of consumer expectations, and a failure to disclose that a customer does not qualify for a bonus based for no disclosed reason other than, " you've been ( and are ) an existing customer with Amex ''. 

I have never had the Card, so the bonus offer for the expressed purpose to entice me to check out its benefits and uses is completely appropriate. I would not have signed up for the Card had I not been offered the incentive welcome bonus to try it out. I have never had a XXXX or SPG product, nor received any sort of special promotional benefit from them. 

I do not want to be denied a welcome offer with Amex just because I have received a welcome offer from them on a completely different product at some point in my lifetime. I want to do business with a company that has been my parents ' favorite credit provider all through my childhood. I trusted this brand. I love my Amex card and the great benefits it offers. I want to continue to be an American Express customer, but I can not remain in an abusive relationship.

Company response to consumer: Closed with explanation