Consumer complaint received 2025-08-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: AMERICAN EXPRESS COMPANY
State: NH

Complaint narrative:
Complaint Title : American Express failed to honor XXXX welcome offer despite meeting terms and repeated follow-ups TIMELINE : In XX/XX/2025, I applied for the American Express Gold Card under a promotional offer of XXXX Membership Rewards points after meeting a minimum spend requirement of {$6000.00} dollars in 6 months. I applied directly through the Amex website, saw the promotional offer clearly displayed, and was not shown any pop-up or message indicating I was ineligible. I met the spending requirement within the specified time frame, yet the bonus was never credited. 

Since then, I have contacted American Express five times ( via chat and phone ), with no resolution : In May, I reached out through chat. Two cases were supposedly opened. I later discovered both were immediately closed without any review or follow-up. I received no notification. 

In early XXXX, I called and a third case was opened. At this time, the representative manually added up my spending and said that I easily met the requirements for the sign up welcome offer and that there should not be any issues. 

On XX/XX/XXXX, during a second phone call, I was told that this third case had been closed and that I was not eligible for the offer. I had received no notification about the closure or any explanation. I reiterated that I had applied under the XXXX offer and requested that the case be reopened. The representative said to call back in 7 days and it would definitely be resolved by then. 

On XX/XX/XXXX, I made a third phone call to follow up as told by the representative on XX/XX/XXXX. At that point, the new representative spent XXXX minutes reviewing the multiple case history, which he noted he found confusing and he could not see where any outcomes had been made, even on previous cases. I was told they still had no resolution or further explanation and to continue to wait. It was at this point that I decided to file a formal complaint with the CFPB. 

Despite clearly meeting the terms of the welcome bonus and making every effort to resolve this directly with American Express, I have received inconsistent information and no formal determination. Cases have been opened and closed without transparency or communication. I am certain I applied under the XXXX offer and met all conditions. 

This process has been highly frustrating and suspicious. I am requesting that American Express honor the welcome bonus of XXXX points and that this issue be investigated appropriately. I am happy to provide documentation of the spending activity and communication history upon request. In fact, I was notified of this offer several times online and across multiple platforms before deciding to take the offer since it seemed like a good deal on a new card. Note that I have never had an American Express card before in my life. 

Here are XXXX links stating that this offer still exists : XXXX XXXX XXXX XXXX XXXX XXXXXXXX Thank you very much for your time.

Company response to consumer: Closed with non-monetary relief