Consumer complaint received 2026-02-17 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: NJ

Complaint narrative:
On XXXX, I applied and accepted the Delta SkyMiles Gold card from American express. One of the reasons was a limited time welcome bonus offer of : - " ... earn XXXX bonus miles after you make {$3000.00} or more in eligible purchases on your Delta Skymiles Gold American Express Card within your first 6 months of Card Membership starting from the date your account in opened. '' The promotion of this limited time offer, ended on XXXX. I was confused about if this shortened my spending window, or if I would still have a full 6 months to spend the {$3000.00}. 
So I called approximately 2 days before applying for the card, in order to confirm I would receive the XXXX miles if I spent {$3000.00}, and I would be afforded the full 6 months. I was verbally confirmed yes, which led me to apply. 

After receiving the card, I took a screenshot of the offer terms, which specifically indicate the XXXX bonus miles after {$3000.00} of purchases within 6 months of opening. ( That is where the direct quote above comes from ) Then approximately 4 months later, in XXXX, I accumulated {$2000.00} in charges on the card. I received XXXX bonus miles at this time. This was my first american express product, so I assumed they would deliver on the remaining XXXX bonus miles once I spent the remaining {$1000.00} dollars. 

Approximately 5 months later, I spent and exceeded the {$3000.00} of spend on the card. But did not receive the remaining XXXX bonus miles as indicated by the offer terms contract. 

Moving forward, I opened 3 customer service complaints with American express, asking why this was not being honored when I was verbally confirmed when I called beforehand to ensure I would receive the XXXX miles after spending {$3000.00}, over the course of a full six months. The dates for these cases were XXXX, XXXX, XXXX. 

For all three complaints, my case was dismissed. I was denied a case ID number when opening the cases, and when calling and asking why I was denied, I was denied a reasoning or explanation as to what went into the reasoning. I was only told the outcome. 

For the third complaint opened on XXXX, the employee ID number was XXXX. 

To summarize, the offer terms and benefits advertised, and verbally confirmed to me before opening the deltaskymiles gold card is not being honored. At no point did I receive a notification or pop-up stating that due to credit history I was ineligible for the advertised bonus offer promotion. The company has been extremely unclear as to why they will not honor the terms, and will not even reveal the reasoning why. 

An important note upon my fourth inquiry about this issue, they provided a promotion ID to me from that time, which indicates a XXXX miles after {$2000.00} spending from my sign up. This is very misleading given the fact I have a screenshot of the terms linked in my application, as well as the fact I received verbal confirmation from an agent I was receiving a different offer.

Company response to consumer: Closed with explanation