Consumer complaint received 2018-12-09
Company: AMERICAN EXPRESS COMPANY
State: NJ
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:
amex complaints ( I hide their name and ID NUMBER ) To whom it may concern, I have a very difficult time communicate with one of the American express representative and his direct manager. I also suspect they change the terms without customer 's agreement. 

They both useless and unable to help and provide inconsistent and inaccurate information misleading the customers. Their ID number is XXXXX and XXXXX. The supervisor 's name is XXXX XXXX. The representative was refused to share his name. 


https : XXXX? XXXX # XXXX I apply the blue cash reward credit card online on XX/XX/XXXX on Amex website with the promotion of spend {$1000.00} in 3 months to get XXXX dollar. I applied through the link below. In the middle of the application, I also received a technical error image like the picture in the link below for {$60.00} inconvenience credit. 

XXXX XXXX XXXX To confirm the rewards, I called customer service on earlier XX/XX/XXXX to confirm the technical inconvenience rewards. I got the confirmation from representative as well. However, I do not receive any rewards till today. 

To understand the reason, I called Amex representative for clarification. The first representative ( XXXX ) was not helpful and checked that rewards doesn't applied to me. He request extra time to investigate. I disagree with him and request to escalate the issue. He get back to me and mentioned he will provide me the rewards since i already spend more than XXXX XXXX I mentioned the technology inconvenience fee to him, but he had no clue regards this issue. So I request his manager to call me back ASAP. He is very self-protective and didn't want to provide more meaning information even share his name. He waste me 30 minutes without provide any assistance. But he promise his manager give me a call back in 15 minutes His manager XXX called me back in 15 minutes. I mentioned to her the {$60.00} technology inconvenience. She also has no clue about it. I XXXX the Amex tech bonus online and found the picture. I mentioned that to her and emphasize that I saw the same webpage with different rewards amount. 

I found the image from the link below and found the image is similar to the webpage I saw two months ago when I applied the credit card : XXXX : XXXX Clearly, XXXX does not believe me and she mentioned she will XXXX the webpage and get back to me. She will place my phone on hold. I wait 30 minutes for her to get back to me. But she couldn't found anything. I am seriously doubt her ability to working as a supervisor for the representative. I told her the keywords and teach her how to XXXX Amex tech inconvenience fee. She was shocked and she mentioned that she need escalate to US team now. I am very unhappy since she already waste me more than half an hour but I try to be patient with her. When she conferenced me to the US Amex customer service, she was plan to hang out the call. I double checked with her for the {$150.00} rewards. She mentioned to me that I am not qualify and they are ineligible for credit me on that. I was totally shocked!! 

How can Amex keep misleading and lie to their customer? I feel like that is a fraud for the Amex customer service. She explained that she has the right to override the credit card term. I got shocked again. I spend one hour with Amex representative but they were unable to help and keep lie to their customer. I feel very mad about that. Since the US colleague is still on the line, I ask her to call me back in one hour. I insists that her manager should call me back not her. But she told me is weekend time, so her manager was not available. I am shocked again. She waste me one hour but use her manager as an excuse. Only her manager has the rights to rest in the weekend NOT her customer.

I am very mad about that. And I asked her to call me back since i need to focus on talking with the US customer representative which also on the same line for the technology rewards issue. But XXXXXX just hang the call and close all the communications.

My feeling is Amex customer service is absolutely useless, unhelpful and even lie to their customer!!!

I am serious consider close all of my Amex account.

Company response to consumer: Closed with monetary relief