Consumer complaint received 2026-04-13 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: WA

Complaint narrative:
I opened an XXXX XXXX XXXX American Express XXXX and my welcome offer stated that I would receive XXXX bonus miles after I spent {$3000.00} or more in purchases within the first 6 months of the card membership and an addition XXXX miles if I made an additional {$2000.00} in purchases within the first 6 months, for a total of XXXX bonus miles. After opening the card I did not see my welcome offer stated anywhere on my account nor did a receive a confirmation email. I reached out to their customer support to confirm my welcome offer and they said my offer was that I could earn {$50000.00} bonus miles if I made {$2000.00} or more in purchases within the first 6 months. This is significantly less than the offer I had initially received ( almost half ) which I informed them. They said they would open an investigation and that I would get an email within XXXX weeks. After not having received an email I called back. They said they are unsure why the previous agent told me to check my email and that I was expected to call and that there was nothing they could do about the offer unless I had screenshots or a copy of my confirmation email detailing my offer. I did not think to take screenshots during the application process as I thought that I would receive an email and/or it would reflect correctly onto my account, especially for a bank/company of this size. I did have a screenshot of the offer from the website and they said that was insufficient. I told them I did not receive an email and whether I should have. They said yes and that the email was supposed to be automated and that they are unsure why I did not receive it and that there was nothing they could do. After inquiring why I did not receive the email, they could not give me a straight answer. Later a different agent said that I was never supposed to receive an email. I have now been calling them every 2 weeks to see if there are any updates as I keep requesting an investigation be opened and they keep saying that my offer was for XXXX bonus miles and there is nothing they can do and they can not provide any more information on why the offer changed. I also have excellent credit score so it is even more baffling. They have also mentioned that since I already received the offer that they stated is on my account, that I am ineligible to receive anything more. I specifically applied for that card due to the high offer and now 3 months later nothing has been done to resolve it and I have already spent over {$5000.00} on that card since the clock was ticking as I thought I was receiving a completely different offer and thought everything would be resolved way earlier and I wanted to meet the welcome offer deadline. Between the mis-matched, incorrect information from the agents and the fact that my offer was reduced significantly without any explanation, this entire experience has been incredibly frustrating.

Company response to consumer: Closed with explanation