Consumer complaint received 2018-11-08
Company: AMERICAN EXPRESS COMPANY
State: PA
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:
I received an email offer for an American Express XXXX XXXX XXXX XXXX Credit Card with an annual fee of {$450.00} in early XX/XX/XXXX. The card offered XXXX XXXX points if I charged {$5000.00} in the first 3 months. Also a {$300.00} XXXX/XXXX credit each year of card membership for charges at any XXXX or XXXX XXXX, 1 free night a year, and a priority pass for airport lounges. For my business and personnel travel this would be a good value for me. While doing the on line application a pop came on indicating that if you had a prior American Express XXXX card you may not be eligible for the benefits. I called American Express and indicated that 20 years ago I had a XXXX Credit card but not sure if it was an AMEX, XXXX, or XXXX. I cancelled the card in XX/XX/XXXX. The agent assured me that this would only apply to cards cancelled in the last few years. I did not note the agents name. I received my card around XX/XX/XXXX and proceeded to use it. My first statement was XX/XX/XXXX with a balance of {$3900.00}. A week or so later I received the credit card statement and called American express just to confirm I needed another {$2000.00} or so to get the XXXX points. The agent confirmed this was correct. On Monday XX/XX/XXXX I paid my current balance of {$4300.00}. I called American express and asked when I reached the {$5000.00} in charges how long would it take to get my bonus points. I was told by the agent I would not be getting any of the listed benefits because I had a prior American Express card that I cancelled. I told her that I had informed American Express on 2 previous occasions that I had cancelled a XXXX credit card in XX/XX/XXXX that might have been an Amex card. She informed me that sometimes it takes a month or more before this would appear on my account. I then talked with a supervisor named XXXX, who also informed me that since I cancelled a card in XX/XX/XXXX I would not be eligible for the benefits, this was after speeding over {$4000.00} on the card. I asked why this was not mentioned by the agent when I applied for the card or a month later by the agent when I called to re-confirmed the period of time to reach the {$5000.00}. XXXX informed me that it may take months for the American Express to do the research if I qualified for the promotion. I then cited I should not have been told by 2 American Express agents that I qualified for the promotion. She also mentioned that my wife had cancelled a XXXX XXXX American Express card several years and I had a companion card. My wife 's account was always in good standing and this card was not in my name. I have no problems American Express accepting or denying anyone for a credit card. My complaint is I should not have been told I qualified for the benefits and 2 months later after spending over {$4000.00} told I did not quality. 
PS my credit score is in the 800 range and always pay all credit cards on time.

Company response to consumer: Closed with explanation