Consumer complaint received 2022-06-06
Company: AMERICAN EXPRESS COMPANY
State: NV
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/2022 I applied for an American Express Business Gold Card after receiving a notice in the mail regarding a promotional 12 months interest free offer. Upon receipt of the card I did not see the 12 month 's promotion so I contacted American Express and was told that the offer only applied to the Business Platinum Card. The representative advised that in order to add the promo I would need to upgrade my card and pay the higher annual free. I asked something to the effect of " Ok, so in order to get the 12 months interest free I need to upgrade to the Platinum Card? '' and she said, yes that is the only way and so I agreed and she processed the upgrade over the phone and overnighted the card. The ONLY reason I did the upgrade was because I was told that would be the only way to get the Promo. Otherwise I would not have upgraded as I was fine with the Gold card. 

In XX/XX/2022 I reviewed my statement and saw interest charges and called American Express and was told, yes we show you have been charged the interest by mistake, they didn't add the promo but don't worry I will fix this for you and credit the interest charges. I did receive a credit for the XXXX interest but then again in XXXX I was charged interest once again. I called and was told, no you do not have the promo and after speaking to a supervisor was told they would review the call from when my card was upgraded to confirm if the card should have the promo. I requested the call transcripts as evidence of the conversation and was told they would be sent to me once they had time to gather them and listen to the call. 

I never received a call back so I contacted American Express again in XX/XX/2022 as I was once again charged interest and I was toldthe case was closed and I did not have the promo. I contested and said that was not what I was told and I wouldn't have upgraded the card, and that I am currently receiving promo 's with the offer still to this day. They said a supervisor would call me back that same day with an update. I never received any call back so I called back on XX/XX/2022 and spoke with another supervisor. I was advised that after review of the call the promo was never offered to me and that the case was closed. I said that is not true and I would like copies of the transcripts but was advised I would need a court order to obtain them. I said the prior supervisors never said that and she said that was the procedure. She said she would review the call personally and return my call, which she did and she left me a voicemail. I called back and was told she was out for the week and the rep showed the notes that she reviewed the call and no disclosures show any promotional rate for my upgrade, and that I would need to open a new Business Platinum card to get the promo. I repeated that I would not have upgraded to the Platinum card and why can't I get the transcripts to confirm? He said he would have XXXX contact me upon her return. 

I find it very misleading to be told you would get the promo and to also receive emails, and promotional mail with the promotions only later to be told, " Sorry, it does not apply to your account because it was an upgrade, not a new card. Open a new card to get the promo. '' I am adamant I was offered the promo on the call as I never needed the Platinum card and would not have upgraded had the offer not been made. I was told since the Gold card application was new they could add the promo to the new Platinum card and so they sent a new card with a new number. 

I had several calls with American Express as some where disconnected so I called several times regarding the promo. I believe they are reviewing the incorrect call which is why they do not hear when the rep made me the offer. For this reason it is only fair I may receive a copy of the transcripts or recordings to confirm they are reviewing the correct call.

Company response to consumer: Closed with explanation