Consumer complaint received 2021-11-22
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:
Hello, On Friday XXXX XXXX, 2021 I purchased tickets to fly to XXXX WA with XXXX other persons and made reservations on XXXX. On the XXXX website, there was a promotional offer for a XXXX XXXX XXXX XXXX XXXX credit card during the reservation activity that promised XXXX bonus miles AND a {$200.00} credit if used with the reservation. The ticket price was approximately {$3000.00} in total, and as a business owner, I was happy to qualify for such a card and saving {$200.00} was a very lucrative offer ( so I thought ). Upon checking the box to sign up for the credit card, it took me through the information scree to fill out all my personal info, including social security number. After completing all the steps, it stated I was approved, but I thought it was odd, since it didn't ask me for any business information. I then proceeded to try and get the card number, and it completely just froze and did not take me back to the screen to complete the ticket purchase. I waited several minutes to see an email with my confirmation, however after about XXXX minutes or so, I had to complete my ticket purchase or risk loosing out on securing the flight reservations. So I had to book the flight with another card. A few hours later I received the confirmation email, at which time I called American Express  and explained what happened, and wanted to try and do a balance transfer or something to allow for me to take advantage of the offer ( especially since they ran my credit and now I had been approved for a card ). Well, not only were they not willing to do anything, or offer any help, they told me that it was XXXX that had to fix the problem as it was their website. But I explained it was an American Express card. At that time the Amex person told me the card I had signed up for was not a promotional card at all, and it didn't come with any benefits whatsoever, and was just a normal Amex card. I called XXXX and pressed the options to speak with someone about the credit cards, and the XXXX 's phone switch - calling the main customer service number for XXXX- transferred me to American Express. I again explained everything to the second associate at Amex, and they did nothing. I told them this is a clear violation of FCRA and XXXX, and they should correct this problem and make this right to me as a customer, however they refused to do anything. I can not understand how this is legal since they are advertising this promotion, and I am willing to do what is needed to allow me to take advantage of what they are offering, however they are not allowing me to do so. I find their activity to be totally illegal and I am pleading with you the CFPB to help me and to admonish them for this behavior. I have taken screenshots of the advertisement offer, and happy to provide any details you need to substantiate my position.

Company response to consumer: Closed with explanation