Consumer complaint received 2023-07-20
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:
Amex Promotional offer for Delta Gold credit card offered XXXX Delta miles for spending XXXX usd in XXXX months of issue of card. I am attaching a Chat transcript where a commitment made and then revoked.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX Welcome back XXXX! In a few words tell me what you need help with or select one of these topics : WHEN WILL MY PROMO REWARD POINTS DELTA MILES CREDITED TO MY ACCOUNT? 
A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. 
Hello XXXX, this is XXXX, Let me check your account to find the information for you. 
XXXX XXXX Good Morning. I hope you are doing good!

yes thank you You are welcome!

Thank you for your patience.

I see you have met the threshold! 
yes You will get the bonus miles in XXXX weeks. This is the standard time frame. I request you wait until XXXX XXXX. 
It should be credited. 
ok. so i can expect XXXX delta miles credited to my account by XX/XX/XXXX You will be getting XXXX Miles ok thats nice thank you so much. Good day Have a good one too ; ) It was a pleasure assisting you today. You have great day ahead! 
bye XX/XX/XXXX Welcome back XXXX! In a few words tell me what you need help with or select one of these topics : hello I do not see my skymiles credit A Customer Care Professional will be with you shortly. In the meantime, please provide any information that may help us assist you. 
Hi XXXX, I'm XXXX, I see you are chatting about skymiles. 
XXXX, your skymiles get transferred to your Delta account each month after the statement closes.

hi iwas told in this chat last month that my skymiles will be credited to my account by XXXX quote '' You will get the bonus miles in XXXX weeks. This is the standard time frame. I request you wait until XXXX XXXX. 
XXXX XXXX  It should be credited. 
quote '' You will be getting XXXX Miles Is it regarding the welcome offer? 
yes???? 
XXXX, I really apologize for the wrong information shared. 
I've checked the details and the promotional offer was not applied and associated with your card as it is based on your history with credit Card balance transfers, American Express welcome offers, introductory APR offers, or the number of Cards you have opened and closed, you are not eligible to receive the welcome offer. 
not true. I have wriiten offer from Amex asking to spend usd XXXX in XXXX months, for getting sky mile credit of XXXX that was reason to get XXXX delta card I can totally understand XXXX but the welcome offer depends on multiple factors and I can see in your account notes that the welcome offer was declined. 
again not true. i accepted the card only for welcome offer i feel totally cheated I'm sorry if you feel that way, however, I would like to share that welcome offer eligibility depends on whether you have had the Card which you are applying for in the past and other factors as well...

At end of the application process system tells you if you are eligible for the welcome offer prior to the final application processing...

this was there in the card offer document i was told of no such thing I really apologize XXXX, if there was any way to add the XXXX points manually, I would have happily done that for you right away. 
no email giving this info may you can have talk with your seniors person who can make that happen In fact based on this offer i had a card issued to my wife also so that we can get delta miles as we travel by delts often i think XXXX going back on its offer is very dissappointing and unethical XXXX, here we all have same access and the decline was auto-generated according to the eligibility. 
I apologize for this. 
loosing XXXX miles ois definatelty is very dissappointing I will escalate this for you and will set up a case, shall I? 
is there someone in your org i can mail my case details to? 
i need to take up this matter with amex mgt I can totally understand XXXX, I will check this for you... 
please escalate this it leaves a very bad taste and i feel mis treated in fact i opened one CD with XXXX thinking goos about your org with XXXX XXXX, there is no such option where you can send the email but I'm escalating and setting up a case for you and I will mention all the details for you in that, shall I? 
deposit your person himself in my last chat promised about XX/XX/XXXX as credit of skymiles to my account i have this chat saved and it is down right dishonesty and renegading on promises made by amex please set up a case for my wif 's account too i will need to complian about this to some authorities/regulaters if necessary I really apologize for the wrong information shared. 
I have set up a case for you, the case number is XXXX. 
how can it be wrong when the person checked the details before committing Amex is going back on its welcome offer this is serious breach of trust XXXX, I have set up the case as you were promised, you will receive the welcome offer points.

Our dedicated team will add the points manually for you.

I really apologize for all the inconvenience that has been caused to you.

ok please include my chat earlier transcript with the case papers thank you for your assurance. sorry if i upset you Sure, I have mentioned all the details that you were informed that they will get added by XX/XX/XXXX. 
I can totally understand you XXXX, I apologize for all of that. 
thanks Have a good day. 


-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This credit was refused subsequently Repeated chats agains was fruitless. The company is renegading on its offer for Welcome bonus -on frivolus grounds.

Company response to consumer: Closed with explanation