Consumer complaint received 2020-08-23
Company: AMERICAN EXPRESS COMPANY
State: NY
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:
On XX/XX/2020, while while making an airline ticket purchase at the XXXX website I was offered an American Express XXXX XXXX card with very attractive sign up bonuses as stated below. 

The offer was for first year free plus {$200.00} statement credit and 25,000 miles ( can not remember exactly on the miles ) if the card was approved while making the purchase. I applied for the card and the screen showed that I was approved. However, when trying to complete my purchase, the credit card number did not autocomplete and the {$200.00} discount was not shown. I called XXXX XXXX and was informed by the agent that she had heard of such a problem but that I would have to call American Express. 

Upon reaching American Express, I was told that they needed to send me an e-mail ( to the e-mail address I provided in my application ) and that I could activate the card. An e-mail with the subject " Your American Express application was approved! '' arrived. The process of retrieving the card number entailed receiving a text message on my cell phone and entering it on the screen ( there were other choices which were grayed out ). However, the phone number to which the text would be sent appeared to be a random number ( if my memory is correct it was a series of 9 's ). I had provided a cell phone number in my application ; the Amex representative had no idea why it was not showing up. I asked to have the issue escalated to a supervisor. I was placed on a long hold. 

A supervisor who told me his name was XXXX apologized but indicated that I should just wait until the card arrived in the mail by XX/XX/XXXX. I explained that I was trying to make an airline purchase for an flight on the following day ( family emergency ) and that this was not an acceptable solution. He, too, had no solution to my problem. I further explained that I was in danger of losing the fare at the XXXX website. I asked if I could make the purchase with another card and receive the offer 's term of {$200.00} discount and bonus miles since the issue was caused by American Express. I was told this was not possible. After repeated apologies by the supervisor with no tangible solution, I asked for further escalation. 

A person by the name of XXXX who identified himself as a manager reached me. I had the same conversation and, while this gentleman tried helping me, including making a phone call to inquire if using another American Express card ( which I have ) could get me the {$200.00} statement credit, there was no progress. At the end I asked that my application be cancelled/discarded and that an entry be made that since I was not able to make use of the offer that I would be eligible for an offer in the future. He said there was no way of doing that and there was no way of cancelling the card until after it was in my possession. 

I had no choice but to purchase my trip from a different airline largely as a result of all the time I spent on the phone with American Express. 

On XX/XX/2020 I received an e-mail that my card was on its way. Upon my return home on XX/XX/XXXX, I had an envelope from American Express containing a credit card. I called American Express on XX/XX/XXXX, explained the problem that I had, asked that the account be closed ( spoke to XXXX, ID No. XXXX ) and that I wanted the opportunity to be able to apply for the same card under similar conditions ( first year free, statement credit, etc ). He indicated there was no way he could do this. I asked for an escalation. Supervisor XXXX, ID No.  XXXX was equally unresponsive and could not suggest how I could go about my request that this unused account could be " purged '' from my record. I then spoke to her manager, XXXX, ID No. XXXX who apologized but that was it. I asked how I could complain -- he gave me a phone number at American Express ( XXXX ). I asked for a regulatory agency external to American Express. At first he said something like " XXXX XXXX XXXX. '' I was insistent that he provide an authentic contact and that he should have that information. He put me on hold and then provided this web address I am using ( www.consumerfinance.gov ). 

My complaint is as follows : 1. Deceptive advertising at the XXXX website. An offer was made, my application was approved but I could not make use of the offer through no fault of mine. Amex system failed and was unable or unwilling to address the issue. 

2. Lack of customer service. I gave Amex ample opportunity to make this right including simply removing history of this application history from their system so that I could benefit from a future offer. Amex refused to budge, instead apologizing. I believe an apology has no worth, definitely nowhere equivalent to about $ XXXX {$800.00} ( calculated as follows : {$200.00} statement credit + {$99.00} first year fee + ~25,000 miles -- worth another several hundred dollars ). 

I am hoping that CFPB will take swift action and have American Express respond back to me with assurance that if I apply for such a card again in the near future, my application of XX/XX/2020 will not count against me. 

Thank you

Company response to consumer: Closed with explanation