Consumer complaint received 2023-09-05
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit 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:
My name is XXXX XXXX. Ive been in contact with the American Express customer service team regarding the welcome bonus on my Hilton XXXX XXXX with American Express. While the Diamond status, annual free night reward, and the point bonuses were the most exciting aspects of the card, the welcome bonus was also enticing. Having read about the card online, I was aware that if American Express planned to deny a sign up bonus, a popup would appear when applying for the card. 

When this pop-up didnt appear, I was elated, assuming I would qualify for the bonus and could use Hilton points for XXXX vacation stays. I have used the card religiously since acquiring it, knowing Id hit the spend easily and racking up points with the rewards features. However, when the 3 months ended after Id hit the bonus, I started to wonder when my XXXX points would finally post. After a while, I contacted American Express to be told that my account was not approved for the signup bonus. This was a huge surprise to me. 

After going through multiple rounds of contact with American Express, I was told that I would not receive a bonus for several reasons : ( 1 ) I had already used too many Amex bonus offers ( 2 ) I had transferred points away from American Express ( 3 ) I had cancelled too many cards ( 4 ) I hadnt used my previous American Express cards enough.

Regarding point # 1, I only have one previous Amex card - the cash magnet which I used as my primary card for several years. I dont remember if there was a sign-up bonus, but if there was, it was small. 

To point # 2, I have never transferred points from Amex to other carriers. On my cash magnet, I have only taken the Cashback after hitting {$25.00} and on the XXXX card I have always used the points with Hilton. 

On # 3, I have only ever cancelled one credit card, a XXXX card with XXXX XXXX which I cancelled because my wife is a photographer and she travels way more than I do as an attorney so we decided to have her sign up for the card instead of me to take advantage of the travel perks that were only available to cardholders. 

To # 4, admittedly I have dropped the usage of my cash magnet card in recent years because of other cards I opened that have better cash back. However, the XXXX card is the card I most wanted simply because of the cash back and I have dedicated almost 100 % of my spend to it since opening the account. 

However, this experience is changing my mind about that position. The customer service people claimed that I was warned that I wouldnt receive the sign-up bonus both when I was approved for the card and when I received my welcome package. I am 100 % certain I did not receive the pop-up telling me I wouldnt get the sign-up bonus. I have re-opened my welcome package and do not find anything telling me I wasnt given the sign-up bonus. This created a detrimental reliance in which I dedicated myself to the card and made vacation plans assuming I would have XXXX Hilton points. 

Surely the past 6 months of card usage have demonstrated to Amex that my Hilton XXXX card is a profitable account for the company. I want this card regardless of the sign-up bonus, but this experience has left a bad taste in my mouth. I have high income ( {$250000.00} ) and spend A LOT on my credit card. 

For that reason, I requested the following from American Express ( 1 ) Verified documentation that I was advised that I wouldnt receive the sign-up bonus at approval or in the mail. 
( 2 ) Either the full sign-up bonus of XXXX Hilton points or some partial bonus.

Company response to consumer: Closed with explanation