Consumer complaint received 2018-01-26
Company: AMERICAN EXPRESS COMPANY
State: FL
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:
Last year in XX/XX/XXXX received a letter from American Express. In this letter it stated that if I paid off my balance that totaled just shy of {$10000.00} that American Express would send you a brand new credit card with no questions asked. I was late on my payment and decided to take advantage of that offer. I called American Express & spoke with their representative, I had him repeat to me over the phone that was recorded " American Express will not do a credit check and will issue you a brand new card EXACTLY like the one you  have now. I carry a Platinum Business American Express that I use for my business. The representatives repeats these statements to me and I go ahead and wire {$10000.00} to American Express & the representatives says that in 3-6 weeks my card will arrive. A month goes by and I decide to call American Express to check the status as this card is vital to my business  especially since there is no pre-set spending limit. The representatives says " XXXX, the card should arrive any day now! '' I wait another 2-3 weeks and no card, still. I call American Express again & after several transfers and hours on hold times collectively, the end result is there is no credit card being sent.. There hasn't been a new card issued in their system and they proceed to tell me that I was declined. I talk to them about the offer and everything I have stated in this message above and American Express pays me no attention and dismisses me. During this time my business is at risk because I can't use this credit card anymore.. This goes on for months, I call back again and try to get in contact with someone that can help me. My outcome again was unsuccessful and I have again wasted hours on the phone with American Express. I take it upon myself to submit a complaint to the better business bureau, 3-4 weeks after my complaint American Express issues me a Platinum credit card but decided to put a {$3700.00} limit on a Credit Card that has NO PRE SET SPENDING LIMIT. I was and still am being so mishandled by this company it is devastating. American Express never told me they would put a limit on the card, in-fact the American Express representatives blatantly said that I would have the same exact card which had no pre set spending limit over the phone to me! If my payment is late obviously your credit takes a negative impact. The promotion was for existing American Express customers that I thought were valued.. Apparently not it seems. My dealings with the Better Business Bureau although not completely unsuccessful, American Express had also blatantly said that they were no longer going to respond to this matter. American Express also sent a letter explaining their reasoning AFTER the Better Business Bureau complaint was submit. They continued to talk about the negative FICO score etc.. Once again, this holds no relevance to the matter. The representative explicitly stated to me that I was to receive the EXACT SAME CARD, that did not happen and American Express almost caused my business to go under. I would like the {$3700.00} limit removed and I would like to have the same exact credit card as I was promised. I have copies of all the letters and all the communications with BBB and American Express, if needed I will publish these letters for everyone to see.

Thank You For Listening, XXXX

Company response to consumer: Closed with explanation