Consumer complaint received 2021-11-03
Company: AMERICAN EXPRESS COMPANY
State: CA
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:
On XX/XX/2021, as I was purchasing an airline ticket on XXXX, a credit card offer from American Express popped up. The offer indicated I would receive a total of XXXX air miles if I spent {$2000.00} and another XXXX miles with any XXXX purchase. I was unable to respond to the pop up offer and apply online as I do not have a proper house street number. We have XXXX XXXX XXXX here in the city of XXXX, CA. ( I had to purchase the airline ticket with a Visa credit card since I did not yet have the AMEX card ) After purchasing the airline ticket, I called the AMEX new credit card offer phone number and did the application with a very helpful AMEX representative. He completed the application and upon instant approval, read me a required credit card statement / agreement. He said that it would take a week to receive the card ( XX/XX/XXXX ) which it did. He also thoroughly reviewed all the welcome benefits including the XXXX miles and indicated it would take a statement or two to post after spending {$2000.00}. He was very helpful and even suggested that I make a simple onboard purchase to complete the XXXX purchase for the XXXX miles. He also saw that on my account that I had a very, very old AMEX cash card and updated that to their new cash card. ( more proof that I did all of this over the phone and not online ). 

On XX/XX/XXXX, I completed the {$2000.00} spending requirement and on XX/XX/XXXX, the XXXX purchase, both within the requisite time period. I waited for the milage credit to post for two statement periods which never happened so I called AMEX requesting the proper milage credit. 

The AMEX representatives supervisor told me that when I applied online at XXXX a pop up told me that I did not qualify for the welcome offer. I told her that would have been impossible since I had applied live over the phone directly with an AMEX representative and at that time was given in great details my welcome offer including the spending and milage credits. Her response was Oh that is different and I was given a XXXX XXXX which is XXXX. She said they would investigate and respond by XX/XX/XXXX. 

I received no written or phone call response from AMEX, so on XX/XX/XXXX I called them a second time. After relaying the details of my previous contact / conversation with AMEX, an AMEX representative supervisor told me again that it be investigated and resolved within two weeks. I clarified that the Case Number would be the same number. As of today, Tuesday, XX/XX/XXXX, they have neither contacted me as promised nor posted the XXXX + XXXX miles to my account. 

I would like for American Express to honor their advertised and accepted Welcome Offer to me and post the XXXX XXXX XXXX as promised since I had fulfilled all the spending requirements in the time allotted. The American Express XXXX XXXX XXXX Number is XXXX.

Company response to consumer: Closed with explanation