Consumer complaint received 2019-12-03
Company: AMERICAN EXPRESS COMPANY
State: TX
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 opened Gold Delta SkyMiles at XX/XX/XXXX, and accomplished all requirements. But I don't receive the promotion without any reason. I have connected to their online custom service couple of time. At the beginning, they said they will investigate, and the second time said I need to wait for processing and the third time they say I can not get the promotions without any reason. I will plan to use the card for my XXXX trip and all thing XXXX up. 


This is the chat record : XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XXXX XXXX  Hi, I was wondering why I don't get my open card bonus? 
You - XXXX XXXX XXXX has joined the conversation Hello XXXX! 
XXXX - XXXX XXXX  Hi, XXXX You - XXXX XXXX  I can see that you are chatting related to bonus.. 
XXXX - XXXX XXXX Let me quickly access your account to check it for you. 
XXXX - XXXX XXXX  I would like to check why I don't receive my open card bonus for my delta card You - XXXX XXXX thanks~ You - XXXX XXXX  yes You - XXXX XXXX  Checking the details.. 
XXXX - XXXX XXXX  Please stay connected with me XXXX - XXXX XXXX  ok You - XXXX XXXX  Thank you so much for waiting. I appreciate your patience. 
XXXX - XXXX XXXX Yes, you are right.. 
XXXX - XXXX XXXX  I have checked this for you and see that you haven't received the bonus miles yet.. 
XXXX - XXXX XXXX  yes .... 
You - XXXX XXXX  And you have also met the required threshold amount.. 
XXXX - XXXX XXXX So in that case I will go ahead and open an investigation on your account so that our backend team can look into this for you and get this sorted out. 
XXXX - XXXX XXXX Ok, is there any thing I need to do? 
You - XXXX XXXX  You can reach out to us within a couple of weeks to check the status ... 
XXXX - XXXX XXXX  The normal time frame for such investigations are 6-8 weeks ... 
XXXX - XXXX XXXX  Saying so, such cases are completed much faster ... 
XXXX - XXXX XXXX  So kindly contact us after a couple of weeks to check the status on this .... 
XXXX - XXXX XXXX  gotcha You - XXXX XXXX  I really appreciate your understanding. 
XXXX - XXXX XXXX  is there any case number for this? 
You - XXXX XXXX  or reference number? 
You - XXXX XXXX  You can note down the chat id for your future reference.. 
XXXX - XXXX XXXX  Chat ID : XXXX XXXX - XXXX XXXX  sound great You - XXXX XXXX And once you will contact us back then the rep will be able to see the notes as well XXXX - XXXX XXXX  Understand~ You - XXXX XXXX  Perfect XXXX XXXX XXXX XXXX  If there is anything you wish to get clarification regarding in future, you can initiate a live chat anytime. We are available 24/7 for you. 
XXXX - XXXX XXXX  Is there anything else I can assist you with today? 
XXXX - XXXX XXXX  I think that's all I want to know, thanks~ You - XXXX XXXX  You're most welcome XXXX XXXX XXXX XXXX  We value the relationship that has been built with you and the trust you have in us. 
XXXX - XXXX XXXX  Take care and you have a wonderful time XXXX - XXXX XXXX  you too You - XXXX XXXX   Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. 
XXXX - XXXX XXXX  ok, when I finish writing the chat id You - XXXX XXXX  Sure.. 
XXXX - XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? 
Virtual Assistant - XXXX XXXX  XXXX has joined the conversation I have a Chat before You - XXXX XXXX   Chat ID : XXXX You - XXXX XXXX  Hi XXXX, XXXX - XXXX XXXX  Hello You - XXXX XXXX Let me quickly check the account and help. 
XXXX - XXXX XXXX Sure, thanks You - XXXX XXXX  You're welcome. 
XXXX - XXXX XXXX  I have checked the investigation and the Miles will be credited to your account 8 - 12 weeks after you reach the Threshold Amount. 
XXXX - XXXX XXXX  Currently you are under the time frame, so I would kindly request you to allow sometime for the miles to be credited XXXX - XXXX XXXX Hope the information helped. 
XXXX - XXXX XXXX  Okay, but it already processes about 8 weeks You - XXXX XXXX So I might still have to wait about 4 weeks? 
You - XXXX XXXX  I was wondering if you have any processing status? 
You - XXXX XXXX Yes, the standard time frame is 8-12 weeks.. 
XXXX - XXXX XXXX  The offer is eligible and all you need to wait for sometime for the miles to be posted. 
XXXX - XXXX XXXX Gotcha ... I just want to use the points for my XXXX  trip..so..hope it will be posted before it.. 
You - XXXX XXXX Oh, that's a great idea XXXX - XXXX XXXX  I appreciate your kind understanding in this regards. 
XXXX - XXXX XXXX  Also.. 
XXXX - XXXX XXXX  Did you know that by adding an Additional Card Member to your account, you can earn miles for their everyday charges? 

There's no annual fee for the additional card. 

Currently there's no one added. 

Is there someone that comes to mind who you'd like to add to your account as an Additional Card Member? 
XXXX - XXXX XXXX  I don't have one right now, sry.. 
You - XXXX XXXX  Not a problem at all. 
XXXX - XXXX XXXX Just wanted to let you know about the option to add someone from your family or friends since there's currently no one added. 
XXXX - XXXX XXXX  Understand, if I have one I added him later on, thanks~ You - XXXX XXXX  Excellent! 
XXXX - XXXX XXXX  We appreciate your long relationship with American Express since XXXX. 
XXXX - XXXX XXXX  Please let me know if there is anything else I can assist you with today? 
XXXX - XXXX XXXX  I think that's it, I have get the information I would like to know, thanks a lot You - XXXX XXXX Today Hi  XXXX, well use automated messages to chat with you and Customer Care Professionals are standing by. In a short sentence, let me know how I can help you today. 
Virtual Assistant - XXXX XXXX XXXX has joined the conversation Hi XXXX  XXXX - XXXX XXXX  A very good morning to you. 
XXXX - XXXX XXXX How may I assist you today? 
XXXX - XXXX XXXX  hi, I would like to know why I still do not receive my open card bouns You - XXXX XXXX I have already connect you guys 3 times and now it is over 12 weeks You - XXXX XXXX  I will surely check it for you. 
XXXX - XXXX XXXX Please allow me few moments. I am checking it for you. 
XXXX - XXXX XXXX  sure You - XXXX XXXX This is my first time wait so long too get the bonus, I am very disappointed about amex right now You - XXXX XXXX  I can totally understand your situation. If I had at your place, I would have felt the same. 
XXXX - XXXX XXXX  yeah, and you guys ask me to wait and wait and wait again again and again You - XXXX XXXX  I am looking into it. 
XXXX - XXXX XXXX thanks You - XXXX XXXX  I am still here. 
XXXX - XXXX XXXX ok, thanks You - XXXX XXXX Thank you for waiting. 
XXXX - XXXX XXXX XXXX, I checked the details and found that the investigation is now closed, however, it is not in your favor. 
XXXX - XXXX XXXX Ok, then? 
You - XXXX XXXX Then welcome offer can not be issued. 
XXXX - XXXX XXXX The reason? 
You - XXXX XXXX Could you please help me to close this card? 
You - XXXX XXXX  I don't want it anymore You - XXXX XXXX  I am so sorry to disappoint you. I hope I could be of more help with the offer. 
XXXX - XXXX XXXX Do you want me to close the card? 
XXXX - XXXX XXXX  Yes You - XXXX XXXX  I just can not find a reason to keep it You - XXXX XXXX  no reason for no bouns You - XXXX XXXX  bonus You - XXXX XXXX  I am totally getting your point. 
XXXX - XXXX XXXX  Please be assured that if I had the access, I'd have done something for you. 
XXXX - XXXX XXXX I'm completing your request to cancel your Card ( s ) and all associated benefits. Please destroy the Card ( s ). 
Any outstanding authorized charges will be billed to your account. We may increase your APR if your payments are late or returned. Any pending or current Penalty APRs will still be in effect. You will continue to receive a monthly statement until there's no more activity on the account. Please note you need to immediately contact any merchants that bill you using this Card to stop the automatic billing. 

Shall I? 
XXXX - XXXX XXXX  Yes pleas You - XXXX XXXX  e You - XXXX XXXX  It's done. I have cancelled the card. 
XXXX - XXXX XXXX Thanks You - XXXX XXXX Hope you will understand my situation. 
XXXX - XXXX XXXX I am really sorry whatever happened to you. 
XXXX - XXXX XXXX  no, actually I dont You - XXXX XXXX  no reason for me You - XXXX XXXX  I understand. The thing is, we are from general customer service and we don't handle the investigation part. We can only forward it to the investigation department and then they check it further. 
XXXX - XXXX XXXX I think I would not apply any card in amex You - XXXX XXXX So we did forward it for you. 
XXXX - XXXX XXXX  then no reason from investigation department You - XXXX XXXX  and you don't connect them You - XXXX XXXX  this is what i feel You - XXXX XXXX I am so sorry XXXX. I wish I could be of more help. 
XXXX - XXXX XXXX ok, thanks

Company response to consumer: Closed with explanation