Consumer complaint received 2023-04-18
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)

Traveling to XXXX and saw XXXX had offer, book through them and when checking out we were offered American Express Delta Sky Miles card. Sign up and get {$300.00} statement credit. Great! Three of us booked on XX/XX/2023. 

We were all approved for the card. My partner got {$300.00} credit immediately. My sister in law and I did not get the {$300.00} credit. So we both have called and gotten a variety of excuses and they promise to open up an inquiry. 

Her inquiry was closed, no credit. She wasn't even notified. Mine was closed today no credit, and I still don't understand why. 

After multiple phone calls and a live chat by me today they are claiming some people receive the statement credit and some are not eligible. No reasons given when I asked for verbiage stating who is and is not eligible for for the credit. Then they are claiming I was declined for the promotional offer and consented to that. What? I would have never applied for the card if I wasn't going to receive the offer! Isn't applying for the card consent? Never did I see ( or if it happened I didn't see it ) anything that said I wasn't eligible and consented to that! 

The entire process was super glitchy .... we lost our seats ( but were approved for the card! ) and had to go in a rebook... it was a mess! 

Then my statement comes out and no credit. No credit on my sister in law 's statement but my partner had a credit. It doesn't make any kind of sense. We all booked at the same time, same way, same issues. 

I don't understand how this offer can be made, I was approved the card and then not given the statement credit? For some nebulous reason? They couldn't even answer me that question... I asked for verbiage that they have about that and they couldn't provide it to me .... all this mumbo jumbo of " a lot of factors. '' What? It should be cut and dry, Apply for the card, get approved, make the purchase and get the the statement credit after purchasing the flight ( ours was {$1700.00} so you can see why {$300.00} off would be nice ). 

Had I known I would never have opened the card and used another card I had to get points, cash back, etc. 

They are still offering the promotion on the XXXX website. Our offer was for {$300.00} that ended on XX/XX/2023,,, that's why we booked because we wanted to get the discount and in case flights went up. 

I have looked at the terms ( and will attach here ) and I do not see any verbiage stating you may not be eligible for the offer. Nor did I ever receive any kind of letter or email from them after the fact telling me why I didn't receive the offer and why. Nothing. 

The time and effort we've wasted is unbelievable trying to get a straight answer. We did note some other people having same issues on a XXXX site. 

The entire process is deceptive in my mind. You are trying to book a flight get the offer then get re-routed to apply, then it glitches up, then we were approved for the card but not for the offer, at least that I could tell. 

XXXX is at fault too... I am sure they have no idea this is happening. I will probably live chat with them at some point but I believe this is an AmEx issue. 

I hope you can look into this and get some clarity for me and others.