Consumer complaint received 2023-06-25
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:
Dear XXXX, I am writing to express my deep dissatisfaction with the services provided by American Express XXXX XXXX to my American Express XXXX XXXX XXXX I opened this account on XX/XX/2022, without any knowledge of the existing welcome offer. It was only later that I became aware of the potential offer associated with this card. Recognizing that the availability of credit card offers XXXX vary based on the method of application, even within the same brand, I sought clarification regarding the eligibility of my card. Therefore, on XX/XX/2022, I contacted American Express. 

During the telephone conversation, after checking my account, the operator assured me that upon spending {$2000.00} within six months using the card, I would receive XXXX rewards points. This information was conveyed to me after the operator had reviewed my account details. However, despite fulfilling the spending requirements, I have not received any rewards points as promised. 

My attempts to communicate with American Express regarding this issue since XX/XX/2022 have been met with complete silence. It was not until XX/XX/2022, after filing complaints with the Consumer Financial Protection Bureau ( CFPB ), that I finally received responses from American Express. Unfortunately, the responses simply stated that my card is not eligible for the rewards, and it is cleared that the telephone operator had incorrectly assured me of the reward without verifying eligibility. 

In the call, my primary concern was to determine whether my specific account, and not just the card brand, was eligible for the rewards offer. American Express 's failure to verify eligibility and its misleading statement that the rewards would be provided have resulted in significant inconvenience and loss on my part. I deliberately chose to use this card over others with potentially greater benefits solely to attain the promised rewards, which were ultimately never issued. I hold American Express responsible for this loss as it provided erroneous information. 

Furthermore, I must express my profound dissatisfaction with the response I received, indicating that American Express " will not respond '' the future correspondence regarding this matter. This dismissive attitude towards a legitimate grievance reflects poorly on the company and its commitment to customer service. 

In light of the aforementioned circumstances, I kindly request that American Express promptly rectify this situation by honoring the rewards offer as originally communicated to me by the telephone operator. Additionally, I expect a formal acknowledgement of this complaint and a commitment to address the matter with the utmost seriousness. 
Failure to address this issue satisfactorily within a reasonable timeframe will leave me with no choice but to pursue further action, including escalating the matter to relevant regulatory bodies and seeking legal recourse. 

I trust that American Express will take this matter seriously and act promptly to resolve it. I look forward to a favorable resolution and a timely response. 

In addition, I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. 

Relevant case number : XXXX, XXXX American express case number XXXX XXXX

Company response to consumer: Closed with explanation