Consumer complaint received 2020-11-17
Company: AMERICAN EXPRESS COMPANY
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Dear American Express customer service executive team Re : XXXX XXXX XXXX XXXX XXXX  XXXX XXXX  XXXX, Utah XXXX XXXX Acct XXXX Gold skymiles credit credit card Attn : Consumer Relations Dept XXXX XXXX XXXX XXXX XXXX, TX XXXX I have a complaint I want to file as result of my introduction to your offer for application. I called in approximately XX/XX/XXXX where Amex was offering a benefit for new applicants that if you applied for the card and spent {$2000.00} within the first 3 months you would be guaranteed XXXX airline benefits. As a result I applied for this card never having had a gold American express Delta Skymiles gold card and assumed I would be receiving the benefits as long as I met AMEX requirement of spending {$2000.00} within the first 3 months which I did so within the 1st an 2nd month. I never received a declination pop or notice of non-compliance for this offer. I was told by your supervisor XXXX and XXXX your Management that they would provide me with a time date stamped copy of this document/pop up that was supposed to show i would not be receiving these benefits. Take just a second to think about this, if I had received that document or popup why on earth would I apply for the card when I wanted the XXXX guaranteed miles. I wouldnt have. Unfortunately I believe did not provide me the benefits as I accidentally applied for the card 3 times within the same day over my phone. I never saw that I had been accepted the first time. So therefore, I applied two more times and apparently was declined because I was approved the first time. I had to physically call AMEX to find out what happened. I was informed I was approved the first time and declined both 2nd and 3rd times applying. I believe this is the reason you are using for saying I took out to many cards and were declined. I have never been declined for any card ever before. I never received a confirmation that I was accepted on my first submission. I believe this is why you are holding back the benefits offer of XXXX miles due to my supplemental submissions and declinations which I had no apparent knowledge. I therefore called AMEX the same evening and found out that I was approved for the card and its benefits and was declined on the 2nd and 3rd application as my first application was approved. Ive never had a declination with AMEX and suspect this is why your Supervisor XXXX # XXXX and XXXX XXXX werent able to resolve this discrepancy. I was advised that Only management ( XXXX XXXX ) and above can look into these accounts an see the REAL reasons and documentation for declination of benefits. I still have not received the promised documents showing why i was declined the benefits. So therefore I am requesting this at this time and expect full documentation for not offering the XXXX flight benefits. It is unfortunate because Ive been with AMEX since XXXX with various cards and never have had a problem. And this is this first time that Ive been told that Ive taken out to many AMEX card that this was the basis for declination of benefits. I suspect that my multiple submissions on the same evening mind you is actually the reason for declination as most of this is handled by computer similar to my company. This is why Im asking for an executive to review this situation and resolve this issue of benefits. I have completely complied with your requirements and never received an email or text notice that I would not be receiving these benefits. I asked XXXX to provide me with a time date and stamp of the notice saying I didnt wouldnt receive these benefits, he said he couldnt cause the system was down. He did promise to call me back on XX/XX/XXXX and did call me back but yet again couldnt provide these emailed documents. I therefore requested to speak with manager XXXX XXXX and she informed me that she could not provide the documents needed. Only a manager or executive above her could do this. And I am requesting this. I suspect anytime you apply for a card that all your documentation is saved and backed up for documentation purposes and saved and can be accessed if desired. I wish you to review both XXXX and XXXX recorded conversations with me. I believe AMEX to be in error and request that the benefits that were offered with my acceptance be provided. My credit score is XXXX and Ive never been unable to pay my bills in full and always on time. If you want a customer who can not do so then you are running a bad business model. Ive been exemplary. Simply look at my record since XXXX with AMEX and you will see that I am an exemplary model. I hope you look deep into these records to see that I am due the benefits and if you do not, please provide me with the documentation and records so that I may submit a major complaint against Amex on a global level. Your subordinates do not have access to the documents and or authority to support my claim. I highly suggest as a business owner and owner of and multiple AMEX cards that you re-evaluate your programs and computer programming for denials. This obviously was not looked at by a person but more likely a computer program. I would appreciate if you could do a full investigation and obtain the time date stamped copies of my records for declination which I never received. Again why on earth would I apply for a card where I would not be receiving the benefits, this makes no sense. This should never have happened. As a result I would like an email, fax and or address where to send my complaint to be looked into and especially into your business operations. 

XXXX XXXX XXXX XXXX XXXX  XXXX XXXX  XXXX, Utah XXXX XXXX XXXX

Company response to consumer: Closed with explanation