Consumer complaint received 2024-09-05 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: AZ

Complaint narrative:
Subject : XXXX XXXX American Express for Misleading Advertisement and Unfulfilled Promotion Date : XX/XX/year> To Whom It May Concern, I am writing to file a formal complaint against American Express ( AMEX ) concerning a misleading advertisement and subsequent issues with the fulfillment of a promotional offer. The details of my complaint are as follows : 1. Advertisement Details : On XX/XX/year>, while browsing on my XXXX, I came across an advertisement from American Express promoting XXXX Membership Rewards points for new sign-ups of the American Express Platinum Card . I have attached a document labeled 'Misleading Advertisement ' which includes a screenshot of the promotional offer as seen on my XXXX. 

2. Application Process : Attempting to sign up through my XXXX, I encountered a technical error. Consequently, I proceeded to complete the application on the American Express website using my desktop computer. Despite successfully completing the application, I was only awarded XXXX Membership Rewards points instead of the advertised XXXX points. 

3. Communication with American Express : On XX/XX/year>, I contacted American Express customer service by phone to address the discrepancy. I informed them that I did not receive the promised XXXX points and requested to withdraw my application and reapply. However, I was advised against withdrawing my application. Instead, I was instructed to submit proof of the advertisement to American Express, with the assurance that the points would be adjusted accordingly at a later date. 

I promptly submitted the proof of the advertisement on XX/XX/year>, as directed by American Express. Based on the advice given, I did not withdraw my application. 

4. Resolution Attempts : On XX/XX/year>, I inquired about the status of my points adjustment. I was informed that American Express had rejected my request to adjust the points to the advertised XXXX. Additionally, I was told that I was now beyond the timeframe to withdraw my application, leaving me with a card that only provides XXXX points. 

5. Complaint Summary : The misleading advertisement by American Express and their subsequent handling of my request have caused significant inconvenience and disappointment. Despite following their instructions and providing proof of the advertised offer, I am now stuck with fewer points than originally promised and unable to withdraw my application. 

This situation reflects a predatory and misleading marketing practice that has unfairly affected me as a consumer. I request that the CFPB investigate this matter and take appropriate action to address the deceptive practices and lack of fulfillment by American Express. 

Thank you for your attention to this matter. I am hopeful that the CFPB can assist in resolving this issue and preventing similar occurrences in the future. 

Sincerely, XXXX

Company response to consumer: Closed with explanation