Consumer complaint received 2019-06-19
Company: AMERICAN EXPRESS COMPANY
State: DE
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 customer service

Complaint:
Issue # 1 I have had several instances of receiving unsatisfactory customer service from the company. I contacted the company in XXXX 2019 about upgrading my card from a Gold to Platinum XXXX XXXX XXXX card which was completed eventually after receiving contradictory information regarding rewards from multiple representatives. The first representative told me that I would received XXXX bonus miles after I spend {$1000.00} in 3 months. When I spoke with a manager regarding another promotion I seen, she informed me that the promotion that the previous representative told me about was not available and I could get XXXX bonus miles after spending {$2000.00}. So then I speak with another representative who told me that the first promotion was available. I was also told by a representative during the upgrade to the card with the higher annual fee that I would receive a companion certificate in the mail ; however when it wasn't received, I called and was told that it's sent out each year at renewal. Which again was not communicated to me but I later saw in my agreement. I explained on my follow up call that if it was to be received at renewal then they should say that. I had a vacation planned that I was depending on the certificate for just to find out that I won't receive it until XXXX, causing me to have to purchase the tickets in another form. This call lasted well over an hour which is absolutely ridiculous, there is definitely some training that is needed.

Issue # 2 I increased my credit limit from {$1000.00} to {$2000.00}  in XXXX 2019. At the time that I upgraded my card, I also requested a credit limit increase to {$5000.00} since I was looking to make this my primary card where accepted. I spoke with a representative who informed me of my options. Option # 1 submit the request traditionally and receive a hard inquiry on my credit report. Option # 2 my account would be watched for 30-60 days to monitor my spending patterns and payment history and then a judgmental decision would be made. I chose Option # 2. I called back on XXXX19 to check on the status of my request since it was beyond the 60 day timeframe just to be told that there were no notes on my account and that Option # 2 did not exist.

I requested to speak with a supervisor who explained to me that the only way to receive a credit limit increase is to request it traditionally ( hard inquiry on credit report ) or to get a pre-approval offer of a credit limit increase. I am a customer who always pays my account on time, makes multiple payments per billing cycle just to maintain enough available credit to make purchases and to be told that there is no one available at the entire company who has the authority to increase the credit limit appears to be just another contradictory and false statement communicated by the company. I feel like the practices are unfair and resolution is needed.

Company response to consumer: Closed with explanation