Consumer complaint received 2025-08-07 00:00:00
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
State: NY

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX  XXXX, IA XXXX Date : XX/XX/XXXX Subject : Complaint Regarding American Expresss Failure to Deliver Promised XXXX Credit Card Points Dear CFPB Staff, I am writing to file a complaint against American Express for XXXX to honor its credit card rewards points commitment. I seek your assistance in investigating and resolving this matter, as American Express has acknowledged the validity of the promotional offer through recorded calls but failed to deliver the promised points. Below are the details of the issue : I applied for an American Express business credit card ( account ending in XXXX ) on XX/XX/XXXX, through an advertising link promoting a specific offer. The offer promised XXXX rewards points upon spending {$20000.00} within the first XXXX months of card approval. During the application process, American Express informed me that I might not be eligible for this promotional offer, which raised concerns about the offers authenticity. To clarify, I called American Express customer service shortly after my card was approved ( being approved on XX/XX/XXXX ), and a representative explicitly confirmed that spending {$20000.00} within XXXX months would entitle me to the XXXX points. This confirmation call, which American Express recorded ( called at XXXX am, XX/XX/XXXX ), was the basis for my decision to use the card extensively. I completed eligible transactions totaling {$20000.00} by XX/XX/XXXX, fully satisfying the conditions. However, as of today, the promised XXXX points have not been credited to my account. 
I have made at least more than XXXX attempts to resolve this issue with American Express customer service : XXXX. On XX/XX/XXXX, I made a call and was told it was declined, she could only write down my complaint and report to a XXXX. 
XXXX. On XXXX, XXXX, I calIed again but still received no clear resolution or explanation, they just promised to report to their super XXXX, said the super XXXX would call me back to address the issue, but no callback was received. But during this call, the representative reviewed call recordings and confirmed that American Express had indeed promised the XXXX points for meeting the spending requirement, validating my claim based on the recorded confirmation call. 
XXXX. On XX/XX/XXXX, I called again and a representative assured me the issue was resolved and instructed me to wait until XX/XX/XXXX, the lady said that it usually took XXXX to XXXX months to recieve the points. 
XXXX. On XX/XX/XXXX, I called again but I was informed that my request for the points was not approved, with a reference to declined, no further explanation or justtification provided. 
These interactions demonstrate that American Express acknowledged the validity of the promotional offer through their own recorded confirmation call, yet they have failed to honor their commitment. Their initial warning during the application process, followed by explicit confirmation of my eligibility, underscores their obligation to deliver the promised points. This failure not only violates their advertised promise but also significantly impacts my consumer rights. 
I respectfully request that the CFPB : XXXX. Investigate whether XXXX XXXX failure to deliver the promised XXXX points, despite their recorded confirmation of my eligibility, complies with applicable consumer protection regulations. 
XXXX. Urge American Express to promptly credit the XXXX points to my account and provide a written explanation and apology. 
XXXX. Assess whether this issue reflects a systemic problem at American Express that XXXX affect other consumers. 
Attached, I have included the following supporting documents : Credit card statements showing eligible transactions totaling {$20000.00} Please investigate this matter, with particular attention to XXXX XXXX initial warning during the application process, my proactive confirmation of eligibility, and their acknowledgment of the offers validity through recorded calls. Please keep me informed of any progress or additional information needed. My contact information is as follows : Name : XXXX XXXX Email : XXXX Address : XXXX XXXX XXXX old XXXX New York XXXX Phone : XXXX Thank you for your efforts in protecting consumer rights. I look forward to your response and hope for a prompt resolution. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation