Consumer complaint received 2024-04-29
Product: Credit 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 (CT)

This complaint is related to the welcome bonus associated with the American Express Platinum Card. On XX/XX/year>, I applied for an American Express Platinum Credit Card through American Express 's mobile website offering a Special Welcome Bonus of XXXX Membership Rewards Points. I later learned that at some point during my application process that the Welcome Bonus was switched to the Standard Welcome Bonus of XXXX Membership Rewards Points. Despite numerous timely requests, American Express refuses to award my account the correct Special Welcome Bonus of XXXX Membership Rewards Points. Please help. 

Below is a detailed narrative of my experience. 

On XX/XX/XXXX, I learned that American Express was offering a Special Welcome Bonus of XXXX Membership Rewards Points ( versus the standard Welcome Bonus of XXXX Membership Rewards Points ). Below are several blog posts dated XX/XX/XXXX promoting this Special Welcome Bonus. 

On XX/XX/XXXX, I applied and was approved for an American Express Platinum Credit Card through American Express 's mobile website offering a Special Welcome Bonus of XXXX Membership Rewards Points. I was not in the market for a new credit card but the offer seemed too good to pass up. In addition, I never had an American Express credit card and figured now would be a good time to apply. I received a confirmation email that my application was approved but no details regarding the Special Welcome Bonus. 

On XX/XX/XXXX, after I had returned from traveling, I reached out to American Express via the chat feature in their mobile application to obtain information regarding the Special Welcome Bonus. It had been nearly a week and I could not see ( i ) what my welcome bonus was, ( ii ) what my progress was towards that welcome bonus, and ( iii ) the date by which I needed to meet the spend requirement. At that time I learned that American Express was only giving me their Standard Welcome Bonus of XXXX Membership Rewards Points. 

On XX/XX/XXXX, I called American Express via their service number ( XXXX ) to dispute the incorrect Welcome Bonus that was assigned to my account. I was told that an investigation was opened into my claim and that they would be getting back to me with a resolution. I never received any email or written confirmation that an investigation was opened. Later that day I reached out to American Express via the chat feature in their mobile application to obtain confirmation that an investigation was opened. The chat agent informed me that I needed to reach back out to the service number and provide them additional information, which I did. Still, I did not receive any email or written confirmation that an investigation was opened. 

On XX/XX/XXXX, I reached out to American Express via the chat feature in their mobile application to obtain a status update on the investigation. The chat agent confirmed that the ticket was opened on XX/XX/XXXX and was still in " open status. '' The chat agent instructed me to periodically check in regarding the status. On this same day and for the first and only time, I received an email notification from American Express notifying me that my account was eligible for an XXXX point welcome bonus and updating me on my progress towards that welcome bonus. 

On XX/XX/XXXX, I reached out to American Express via the chat feature in their mobile application to obtain a status update on the investigation. At that time I learned that the investigation was closed and that American Express was only providing me the Standard Welcome Bonus of XXXX Membership Points. 

On XX/XX/XXXX, I called American Express via their service number ( XXXX ) to appeal the determination I learned about on XX/XX/XXXX. I was instructed for the first time that my American Express reached an adverse decision on my investigation because I never uploaded any supporting documentation. I was told to navigate to www.americanexpress.com/documentcenter to upload whatever supporting documentation I had and that American Express would reopen the investigation. I immediately loaded screen shots of the offer I believed I had applied for together with a copy of a scanned targeted promotion addressed directly to me. I am happy to provide these upon request. 

On XX/XX/XXXX, I reached out to American Express via the chat feature in their mobile application to obtain a status update on the investigation. I was told at that time that American Express closed the investigation and that American Express was only providing me the Standard Welcome Bonus of XXXX Membership Points. That same day I called American Express via their service number XXXX ) and my call was escalated to XXXX XXXX the Special XXXX XXXX XXXX XXXX told me that he would personally investigate the dispute and get back to me with a resolution. 

On XX/XX/XXXX, I received a call back from XXXX ( American Express ) who informed me that he completed his review and that American Express confirmed that I would only receive the Standard Welcome Bonus of XXXX Membership Points. I let XXXX know that this was unacceptable and that I would have never applied for this card had that been the Welcome Bonus at the time of my application. I informed XXXX that I would be filing a complaint with the Consumer Financial Protection Bureau and the Connecticut XXXX Attorney General regarding these deceptive marketing tactics. 

Supporting Links : XX/XX/XXXX Dated Blog Posts promoting American Express Special Welcome Bonus of XXXX Membership Rewards Points XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX