Consumer complaint received 2019-09-08
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:
Summary : I applied and was approved for the XXXX XXXX American Express Card Membership with the advertised offer of receiving XXXX XXXX Honors points ( welcome bonus ) after to total spend of {$1000.00} within 90 days of application opening. I fulfilled the requirements and the AMEX online representative stated on XX/XX/2019 that I am not qualified due to history with AMEX. The representative then stated that I should have seen the " pop-up '' indicating that I was not qualified during the application process, which I stated back that I absolutely did not have a " pop-up '' indicating such ineligibility. There was nothing that the AMEX representative couldve done but to raise an investigation for you that takes a maximum of 6-8 weeks for the resolution. I was then disconnected from the messaging. AMEX did not provide a pop-up to indicate that I was not eligible for the welcome bonus during the application process, and AMEX owes me the welcome bonus as I have fulfilled the requirements on XX/XX/2019 which was prior to the 90 days after date of application opening. 

Chronolgy : XXXX : Applied for the XXXX XXXX American Express Card Membership ( AMEX card ) with the advertised offer of XXXX points of welcome bonus after spending {$1000.00} using the AMEX card within 90 days. 
XXXX : AMEX emailed me and indicated that I was approved ( See Attached email ) XX/XX/XXXX : Total spend on the AMEX card exceeded the {$1000.00} requirement which is within the 90 days. 
XXXX : Contacted AMEX via messaging feature on phone app and AMEX representative stated the following ( see attached messaging transcript ) : Your welcome bonus has been declined as per below rules this same dialogue box pop up at the time of application. Based on your history with credit card balance transfers, American Express welcome offers, introductory APR offers, or the number of Cards you have opened and closed, you are not eligible to receive the welcome offer. 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. 
I then replied, and why didnt AMEX tell me when I sign up? This is deceptive practice. I didnt have the XXXX card before. Im filling a complaint with the State and Federal regulators.

AMEX representative then replied, You should have receive a pop up while applying for the card that you are not eligible for the welcome bonus offer. I am really sorry that you missed it. If you wish I will transfer this chat to my supervisor for the further assistance. Shall I? 
I then replied, no such pop up not sure if you are making this up. sun-less [ unless ] you personally applied for this, you have no idea. please show me the pop up. message me so you can prove you are not making this up. 
AMEX representative then replied, I understand your point here, however we do not have the option to retrieve the pop up on our end. It only shows you the pop when you are on the application page, I am sorry that you missed it. 
I then replied, there you are making this pop up thing yo [ to ] justify your message to get me AMEX representative then replied, I am really sorry if you feel that way, however it is applicable to all the card members who doesnt have the welcome bonus offer available on their cards. 
I then replied, I had it on mine and was actively promoted to me and did not have the claimed pop up that indicated that I did not qualify. deceptive marketing. 
AMEX representative then replied, I sincerely apologize for the inconvenience caused to you. In this case Ill go ahead and raise an investigation for you. It takes maximum 6-8 weeks for the resolution. However in most cases it get resolved sooner. So you can chat back us later to see the status. I was then ended and cut off from the messaging feature from AMEX.

Company response to consumer: Closed with explanation