Consumer complaint received 2020-09-04
Company: AMERICAN EXPRESS COMPANY
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I applied online for a Delta SkyMiles Gold American Express credit card on XX/XX/XXXX via an e-mail offer I received on XX/XX/XXXX that stated if I applied by XX/XX/XXXX and spent {$2000.00} on the card in the first 3 months then I would receive XXXX bonus Sky Miles. I immediately received a notice that my application would be processed. 

On XX/XX/XXXX, I called American Express to ask if my application had been processed and a customer service representative said that my application had been approved. They also said that they could send the card to me expedited so I could use the card for an upcoming flight purchase I planned. 

On XX/XX/XXXX I received the card by mail and made my first flight purchase. 

Over the next 3 months I spent over {$2000.00} on the card and in XXXX I was awarded XXXX in Sky Miles instead of the XXXX as advertised. I called Delta Skymiles customer service and made my first complaint. 

On XX/XX/XXXX I made my second complaint to Delta Skymiles customer service and was told that my investigation was completed  and they found no reason to award me more miles. I informed them that I had actually received several emails with the offer and provided a COID number that I used to sign up for the credit card. The representative told me that they would need to follow up with a supervisor. 

On XX/XX/XXXX I made my third attempt to resolve this issue. I spoke to a representative who named XXXX XXXX ID XXXX who offered me XXXX miles for the trouble but I argued that XXXX is far from the extra XXXX that was advertised and asked to be transferred to a supervisor. XXXX transferred me to a manager named XXXX and I repeated my issue for the 4th time. Again I was told that they would need to follow-up on the issue. 

On XX/XX/XXXX at XXXX I made my fourth attempt to resolve this issue. A customer service representative by the name of XXXX who asked me for the full credit card number and when I declined and offered to only repeat the last 5 for security, he told me I would have to contact XXXX to discuss this with American Express customer service. 

On XX/XX/XXXX @ XXXX I spoke to an American Express representative named Con who told me " The investigation team has confluded that you did not select an option for 70K miles ''. I reminded her that I had several e-mail offers and gave her the COID number that I used with the offer when I appplied. She asked me first details by confirming how I signed up, by clicking on the e-mail, I explained. I also gave her additional information about the phone call I made to check on the status of my application, the customer service representative telling me it was approved and sending the card to me expedited. I was told I would hear back from them after another investigation was completed but I have had no response and no additional miles were added to my account. Con gave me the reference # XXXX.

Company response to consumer: Closed with non-monetary relief