Consumer complaint received 2017-06-12
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY (NY)

De ar Sir/Madam, I have been an Amex custo mer since  XXXX , both for my personal and corporate cards.  <P/> On  XXXX   XXXX , my company (  XXXX   XXXX   XXXX  ) posted a flyer from Amex mentioning that since I was  a U.S. Co rporate Card Member I was eligible for a promotion for a personal Premier Rewards Gold Card. According to the promotion I was eligible f or ( quo tation ) : {$200.00} statement credit each of your first  XXXX  years, a {$400.00} value  XXXX  bonus point after you spend {$2000.00} on purchases on the card in your first 3 months On  XXXX   XXXX   XXXX , I therefore followed the link in the flyer and applied for the card. As a matter of fact, as part of the application I was requested to enter the account number of m y Amex Corporate Card ( r eference number of the application :  XXXX  ). On the same day, the application was approved and a card received at the beginning of  XXXX  ( activated on  XXXX   XXXX   XXXX  ).  <P/> Few days after I activated the card ( I think on  XXXX   XXXX   XXXX   ), I  got in contact with Amex customer support representative to confirm the promotion I was entitled to. For this matter, I used the chat available on my account web page. After talking with the first representative, he put me in contact with the supervisor in charge (  XXXX   )  who, after checking the details on my account, confirmed that I was eligible for the promotion ( quotation ) : I checked the bonus details on your card and what was offered was : Solicited non-Card Members who app ly through this offer and are approved for the Premier Rewards Gold Card for American Express c an earn : A {$200.00} statement credit upon approval  XXXX  Membership Reward points after {$2000.00} or more in eligible purchases are made on the Card within 3 months ( 92 days ) of Card Membership A {$200.00} statement credit after first year of Card Membership The first statement credit will be applied withi n 8 weeks of their account opening and the second statement credit will be applied within 8 weeks fo llowing the first.  <P/> As for the record, she gave me the following chat conversation number :  XXXX . To be on the safe side, I even took screenshot of the conversation with the agent ( attached to the following complaint ) who clearly confirmed what I was eligible to.  <P/> On  XXXX   XXXX   XXXX , I called back Amex customer service to inquiry about the promotion not being honored. The customer representative could see record of the chat from early  XXXX , but she had to open a complaint inquiry because she could not reconcile my account with the promotion I was referring to. As a result, I had to wait for 10 business days for the complaint to be resolved.  <P/> On  XXXX   XXXX   XXXX , I called again  Amex c ustomer service to check the status of my complaint. The customer representative stated that the complaint team resolved my inquiry as 'No action required ', meaning that according to them I was not eligible for the benefit anymore. During the last conversation, I spoke with a supervis or (   XXXX   )  and according to her the only action was to re-open the inquiry with the conversation number mentioned above, which would lead to a wait of 10 business days again with the risk on not having a resolution again.  <P/> As a customer in good outst anding credit score and excel lent payment history, I feel unfairly treated not only because the promotion I applied to is not being honored, but also for the inconsistent information being provided and for the time spent on trying to resolve an issue that should have not arisen in the first place.  <P/> Attached to this formal complaint are the flyer of the promotion I applied to and the screenshot I took from the chat with Amex customer rep supervisor.  <P/> Thanks,  XXXX