Consumer complaint received 2024-11-05 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: MA

Complaint narrative:
Overview : I applied for the XXXX XXXX credit card with American Express, and did not receive the promotional offer, XXXX XXXX points over $ XXXX in value. I did not receive any communication that I was declined for this or why, and acted under the fair understanding I had and therefore used the card to reach the welcome offer. Following internal enquiry, AMEX have now shut down the case More context : I previously have been a customer with American Express in the XXXX for over two years. I used two of their cards, the Amex Gold card, and the XXXX XXXX Amex. 

I applied for the XXXX XXXX credit card XX/XX/year> in the US. As I am currently an international XXXX student at XXXX XXXX XXXX, I applied using my XXXX  number, as I did not have an SSN at that time. The response you will see in the attached to contact Amex by phone as they needed to review more documents. I did not receive any notification of ineligibility for the welcome offer during my application. 

I call Amex the following day, XX/XX/year>. During the call, they send me an email that more documents are required it is the view decision email which shows the approval is pending and a link to upload required documents ( see attached ). This included my XXXX letter, passport, visa and proof of address. I submit these documents, and I receive an email confirming this on XX/XX/year>. I did not receive any notification of ineligibility for the welcome offer during my application. 

Following this, I receive notification via email of my approval on XX/XX/year> of the card. And this is followed by an email that the card has been shipped the following day. I did not receive any notification of ineligibility for the welcome offer during my application. 

Accordingly, given I have heard nothing of the sort that I am ineligible for the welcome offer, I use the card under the understanding I am eligible. The card has a welcome offer of XXXX XXXX points for XXXX spend in 6 months. During this time, I amass closer to XXXX spend in 6 months. 

As I began to notice I had not received the points in my XXXX account, I contacted Amex for the first time in XXXX ( I was approved in XXXX ). It is then to my surprise I find out for the first time I was declined for the welcome offer. Upon the first exchange, I was told I received a pop up regarding my ineligibility and if I still wanted to proceed, and I opted for yes. I clarify this is not the case, and my atypical means of application as an international student with an ITIN means this in not possible. We conclude with AMEX doing an internal inquiry. 

I called back a week later. This time they stated they were holding by their decision, stating that I did not qualify for the XXXX XXXX  XXXX and that I must have had another XXXX card with either Chase in the US, or with Amex in the XXXX. I clarify this is not the case, and second, if true I was never given notice of my ineligibility by Amex and they had me act under false pretenses. It concluded by going back to the second internal inquiry. 

I called back a week later. This time I hear that it is Amexs prerogative to who they give welcome offers, and the case has been closed. My response to this is I recognize that it is their decision, however, this was never disclosed in any communications to me, and that this situation has been incredibly deceitful and effectively fraud. 

This leaves me in the situation today. First, I have received nothing regarding the promotional offer after having no communications of ineligibility. Second, I have been told an inconsistent story of why I do not qualify, which has shifted from I received an opt-in pop up ( I did not ), to I have products that deem me ineligible ( I do not ), to now because Amex does not want to uphold their offer for some mysterious reason. Third, I have tried to resolve this with them directly, to which they have now shut down and closed the case despite my following all XXXX XXXX  XXXX. 

I have tried to be as amicable as possible to come to a resolution. In fact, I have served AMEX as a client in a professional advisory capacity. But this has been incredibly disappointing and makes me wonder if it is a case of taking advantage of an international  student who is not from the U.S.

Company response to consumer: Closed with explanation