Consumer complaint received 2016-01-11
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Other

Complaint:
I received an invitation in the mail to apply for the American Express card. 
On XXXX I called American Express with several questions as they were not Addressed in the invitation letter. I spoke with a Representative named XXXX. I asked her what percentage my minimum monthly payment would be. 
She told me that it was 1 % of the total charges. I then told her that I had XXXX separate credit cards that I wanted transferred but I did not want to pay the balance transfer fee on all XXXX of them. I asked her if she could waive XXXX of them. She said she did not know and transferred me to Customer Service where I spoke to XXXX. He told me that he would be able to waive the transaction fee for XXXX of them and would charge me the lesser of the XXXX. XXXX then hung up and I continued to talk with XXXX ( who was on the line listening the whole time ). XXXX said to me, " Wow, that is great, I did not know that he could do that for you. '' I continued the application process and did the balance transfer on all XXXX of my accounts. 

2 weeks later, I received my credit card with the credit card agreement information. 
On XXXX I called to activate my card. After which, I spoke with a representative to verify that everything was done that was promised to me. The representative told me that my account showed that I had to pay all XXXX balance transfer fees. I asked to speak to a supervisor. I was transferred to XXXX. She told me that she would not honor the promise given to me by XXXX to only charge me XXXX balance transfer fee. I told her that I even had a witness. XXXX was on the line listening the whole time and that I would not of applied for the card had he not made this promise. 

XXXX acknowledged that I was truly told this, but that she had no way of fixing it for me. She said that XXXX would be reprimanded. But how does this help me? Now, I was really getting nervous. I then asked her what the minimum monthly percentage payment on my account would be. XXXX told me 2 %. I told her that I was told that it would be 1 % by XXXX. XXXX said that I received the credit card agreement and agreed to it when I activated my card. I told her that I did not receive that until XXXX weeks later and I had to trust and rely on the information and promises given to me by the American Express employees at the time that I applied for the card and did a balance transfer. XXXX said that it is 1 % with interest, and 2 % where no interest is paid. I applied for the O percent interest for 15 months, so mine is 2 %. Again, I told her that this is not what I was told. XXXX said that XXXX would be reprimanded. Again, how does this help me? I now have a monthly balance on a credit card twice as big as I was prepared to pay, plus the balance transfer fees. I could have gone with XXXX XXXX who honors these requests. 
I told XXXX that I wanted to cancel my card. She cancelled it but reminded me that I will still have to pay all the fees on my account.. 

I would like to see American Express honor their promises and waive the XXXX balance transfer fees and give me the 1 % for 15 months as promised. Please note that the balance transfer fees that I should not have to pay is XXXX. Plus the monthly fee that is double for me than promised. 

Sincerely,

Company response to consumer: Closed with monetary relief