Consumer complaint received 2023-02-09
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
Company: AMERICAN EXPRESS COMPANY
State: OH

Complaint:
I have been an Amex card holder for 15 years. Prior to XX/XX/XXXX I've held 2 Amex cards, a XXXX card ( {$0.00} annual fee ), and the Amex Hilton card ( {$95.00} annual fee ). I closed the Hilton card, not because of Amex, but because the hotel had signs of bed bugs, the air conditioning unit in our room was broken, they couldn't move us to a new room, and all of their amenities promised on the website were closed. I didn't plan on staying at a Hilton ever again, so I closed the card because it didn't make sense to pay $ XXXX for it. I am still an Amex customer via my XXXX card. 

In XX/XX/XXXX, American Express XXXX was offering a XXXX Welcome Offer if you spent $ XXXX in 3 months. This card comes with a {$690.00} annual fee. The terms of this welcome offer were " Welcome offer not available to applicants who have or have had this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. '' After weighing my options between this card and several others, after much consideration I decided to sign up for this card and was approved. During the application process I received NO notice that I would not receive a welcome offer. I certainly would not have moved forward with a {$690.00} annual fee card when others were receiving it for opening it. 

As of today ( XX/XX/XXXX ) I've spent well over $ XXXX, so I chatted with Amex online to obtain the progress I've made on my spend towards the welcome bonus and was going to ask for timing on when the points would be applied. Much to my dismay the representative told me my welcome bonus was declined and that I was informed of this during my application process. They said I received a pop up when I was applying that would've informed me of this and I'd have to agree to move forward. I understand that it may be DESIGNED to work that way, but as someone who has worked in technology and XXXX, I can 100 % tell you there is a gap in that pop up window appearing and it didn't appear for me, I am 100 % certain. I don't know if they need to investigate a bug, or what, but I read things carefully when I sign up for stuff and I am 100 % certain I did not receive a pop up message informing me my welcome offer was declined. I was NOT informed of this during my application process, and certainly would not have agreed to a {$690.00} annual fee without the welcome bonus as a factor. I was told to get the specific reason for the decline I'd need to call the number on the back of my card. 

I called the number on the back of my card and was told by the phone representative that I was declined because I received an Amex welcome offer in the past, I believe they're referring to the XXXX card I referenced above, that I closed because of a very poor hotel experience. 

The main issue for my complaint here is misleading advertising and terms/conditions, as well as no communication that I would not receive the welcome bonus. It was 100 % not disclosed to me when I signed up. 

I also do not feel American Express had a valid reason to decline my welcome offer. It is not contained in my welcome offer terms that I am disqualified for receiving bonus offers in the past, the 2 terms outlined are 1 ) I can't have held the Amex card in the past, which I haven't, and 2 ) they'll weigh how many cards I've opened and closed. I've opened 2 and closed 1 over 15 years which is objectively not abuse of any system and any reasonable company would not disqualify me for those reasons. For all intents and purposes I should be eligible for this offer based on their terms. Their welcome terms are misleading and incomplete since they will disqualify you for receiving a welcome offer in the past, but do not include that in their terms.

Company response to consumer: Closed with explanation