Consumer complaint received 2019-03-07
Company: AMERICAN EXPRESS COMPANY
State: IN
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 XXXX, American Express responded to the following CFPB complaints : XXXX, XXXX, XXXX, and XXXX, and XXXX complaint : XXXX. In their response, they explained that for the American Express Gold Card that was opened on XXXX with the following benefits : XXXX Membership Rewards ( MR ) points after {$2000.00} or more in qualifying purchases are made on the Card within the first three months ( 92 days ) of Card Membership.

A 20 % cash back ( up to {$100.00} ) as a statement credit at U.S. Restaurants within the first three months ( 92 days ) of Card Membership.

The following language was in their application : This welcome offer is not  available to applicants who have or have had this Card or the Premier Rewards Gold Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. 

Their explanation as to why I was ineligible for the benefits is as follows : " Based on your Card or welcome offer history, you, unfortunately, arent eligible for the welcome offer on this account. '' The response fails to mention that in my credit history, I have no prior history with American Express in terms of a American Express Gold Card, nor the American Express Premier Rewards Gold Card. The response also fails to mention that the " other factors '' that determine eligibility is intentionally vague as to give American Express carte blanche reason to deny bonus eligibility for any reason of their choosing and their response does not explicitly list the reason as to why am In eligible for the welcome bonus. 

Furthermore, American Express did not acknowledge that there is a {$250.00} annual fee that was charged and paid for on XXXX for the card, 24 days after the credit card was open. When opening the account with American Express, the promise of the bonus offer played a significant factor when signing the contract / agreement. Whereas I have agreed to pay an annual fee of {$250.00} for the card for each cardmember year, American Express had promised to provide certain card benefits in addition to welcome offer. American Express had failed to uphold their part of the agreement and as they have acknowledge in their response : " we did find times that we set inappropriate expectations about your welcome offer eligibility and we missed an opportunity to explain that you werent eligible for the welcome offer. '' American Express had 24 days between the card open date on XXXX and XXXX when the annual fee was charged to communicate that I was not eligible for the welcome offer. Had I been made aware that I would not be eligible for the welcome offer, I would have ceased use of the credit card and closed it immediately in favor of other, more reputable credit lenders with better benefits. 

It is incredibly disheartening to see that American Express, who I opened my first credit account with in XXXX, would become a disreputable credit lender that relies on making false promises for their accounts.

Company response to consumer: Closed with explanation