Consumer complaint received 2017-09-12
Company: AMERICAN EXPRESS COMPANY
State: MN
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:
XXXX XXXX XXXX XXXX XXXX is a deceptive trade practice. 

In late XX/XX/XXXX/XX/XX/XXXX I applied online for an XXXX XXXX XXXX promotion to receive XXXX XXXX bonus miles after spending XXXX in 3 months. This offer is classic bait and switch. 

I fulfilled my spending commitment per my billing statement ending on XX/XX/XXXX, and on XX/XX/XXXX they informed me I did n't qualify. This despite two earlier calls confirming my eligibility. Summary of contact is below. 

On XX/XX/XXXX at about XXXX XXXX time I called XXXX. 
Eventually I was routed to XXXX. 
My question was about when Id receive my XXXX bonus miles for XXXX XXXX card ending in XXXX. 
It took XXXX over 5 minutes to give me the answer that the miles havent been awarded yet and she would open an investigation. 
I asked her to provide me the confirmation number of the investigation and she said Id have to stay on the line while she created one. 
I was cut off seconds after she said that. I suspect she hung up on me so I went online to chat with an XXXX rep. 

During my online chat with XXXX on XX/XX/XXXX around XXXX or so he informed me no investigation was opened. He also confirmed I did qualify and that Id receive my miles 6-8 weeks from XX/XX/XXXX. 
XXXX was quick, helpful, and responsive. 
XXXX was none of these and I highly suspect she hung up on me since no investigation was opened. 
This complaint was submitted to XXXX via online chat around noon central time on XX/XX/XXXX. 

Confirmation number XXXX XX/XX/XXXX XXXX XXXX. CT. 
Called XXXX and the rep told me I didnt qualify for the miles so I requested escalation. 
I was forwarded to XXXX ( spelling? ) and XXXX supe. 
XXXX told me I didnt qualify for XXXX bonus miles for XXXX XXXX because I had a similar offer within the past year. She also told me there was no way to get me the miles. 
Both the rep and XXXX asked me how I applied for the card. This was odd because they should know. It appears they ask this question because if the application was made online there is a message somewhere about qualification. I dont remember seeing this message but suspect it indeed is displayed somewhere. 

XXXX was also not helpful since several times she just responded with " okay. '' I did n't know what this meant so had to ask. Other times she did n't say anything. 

The fact that there is no electronic or system notification of promotion eligibility is deceptive on their part. They get transaction fees during the promotion period but have an " out '' at the last minute. 

It indicative of bad intent that XXXX has the automated technical capability to reach outside its system to confirm applicant identify and credit worthiness, but has no such automation to determine eligibility for a bonus promotion ( which is a simple internal check that XXXX had no problem performing ). 

To make matters worse, per XXXX, their front line customer staff has no capability to make things right and assign the miles. XXXX has automated their systems to create and assign credit cards, but promotion qualification appears to be manual. 

My complaint is that twice I contacted them and they confirmed my eligibility for the bonus. And I kept using the card and they kept making money on transaction fees. 

I finally had to call a third time only to be informed I did n't qualify. 

This is a deceptive practice since customers should be notified asap if they dont qualify for a promotion, and not after the fact.

Company response to consumer: Closed with explanation