Consumer complaint received 2024-11-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I signed up for an AMEX offer that if I spent {$7000.00} on my Amex Marriott Bonvoy Card by XX/XX/XXXX that I would receive XXXX Marriott Bonvoy Points that are worth at least {$100.00}. Since Amex is infamous for sneaky and misleading terms on their promotions, I proactively reached out to Amex on their online chat and spoke with Amex XXXX XXXX on XX/XX/XXXX. I specifically requested that Amex provide me the dollar amount of the qualified spend as I thought I had spent {$7700.00}. The Amex rep stated that I in fact only made {$4500.00} of qualified charges. I then immediately spent the over {$2500.00} of additional qualifying charges to reach the {$7000.00} spend requirement. I have waited about two months and I still had not received my XXXX promotional offer points. I reached back out to Amex yesterday on Monday XX/XX/XXXX to request my points. They stated that even after spending the additional {$2500.00} to get to {$7000.00} in the spending requirements that I did not qualify for the promotion. I told spoke with both XXXX and XXXX who is a supervisor ( employee ID XXXX ). XXXX from Amex fraudulently now claims that even though I requested the amount of qualified spend on XX/XX/XXXX ) to avoid any more deception for fraud from Amex ) that XXXX did not in fact provide me the amount of qualified spend but instead only provided me the amount of total spend. I used my card at an international hotel and it shows up in my account in US dollars. They are now stating that this is not qualified and XXXX did not in fact provide me correct and accurate information to my question which I specifically stated, " confirming I met my XXXX XXXX XXXX offer for the XXXX bonus bonvoy points. I show about {$7700.00} but want to confirm that you show that too and that I met the requirements ( for the promotion ). XXXX at Amex responded, '' I am checking it manually so it will take few minutes. You have just made the total charges of {$4500.00} till now. '' Any reasonable person would assume that when they request what is the total spend that is eligible for the promotion and Amex responds with " {$4500.00} '' that this is the amount of eligible spend. He did not provide me a different number stating that of the {$4500.00} of total spend that there was a lesser amount that is the qualified spend. To claim now that the Amex rep was only providing the total spend even though he provided me an answer to my question is deceptive and fraudulent. My husband who is XXXX signed up for the same offer on his credit and received the points. I who am XXXX and specifically reached out to Amex just to request the amount of qualified spend, received an answer, and then spent the additional amount to meet the requirement is denied the bonus on the promotional offer. This is clearly XXXX and am shocked that Amex is allowed to discriminate, be deceptive, and commit fraud against their customers. I request the CFPB hold Amex accountable for their fraud, deception, and XXXX.

Company response to consumer: Closed with non-monetary relief