Consumer complaint received 2025-10-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: AMERICAN EXPRESS COMPANY
State: AZ

Complaint narrative:
On XX/XX/XXXX, I received a marketing email ( see attached " Marketing Email '' ) for the XXXX XXXX  XXXX for American Express. The Marketing Email stated the XXXX XXXX  XXXX had no annual fee, that I would earn a {$300.00} statement credit ( see attached " Marketing Email XXXX '' ) after I spent {$1000.00}, and that I would receive 1.5 % cash back on all eligible purchases. I forwarded the email to my wife, and after she reviewed it and approved it, I clicked the link included in the email, and attempted to apply for the card. 

I had forgotten that my credit was frozen, and so the online application stated I needed to call American Express to complete the application. When I called in, the AMEX representative informed me I needed to unfreeze my credit. I did so, and then I completed the application. Through the entire process, I believed I was applying for the XXXX XXXX  XXXX. At no point was I informed by the AMEX representative that she was submitting an application for any other kind of card. 

On XX/XX/XXXX, I received my new card via XXXX. When I opened the envelope, I was surprised to find an AMEX XXXX Card. I thought perhaps my credit was just so good they had decided to upgrade my card type to the XXXX Card instead. I had heard things about the annual fee associated with the AMEX XXXX Card, so I carefully reviewed the Cardmember Agreement at that time. The {$300.00} statement credit was not worth an expensive annual fee. I saw that the Cardmember Agreement included with my card stated " no annual fee. '' ( see attached " Cardmember Agreement '' ). Excited to have a XXXX Card with no annual fee, and eager to earn my {$300.00} statement credit, I immediately began using my new card. 

Between XX/XX/XXXX and XX/XX/XXXX, I spent {$1600.00} on the card ( see attached " Statement '' ). My wife told me around XX/XX/XXXX that we had met the {$1000.00} spend necessary for the statement credit, and so I stopped using the card. On XX/XX/XXXX, I noticed that I had been charged a {$690.00} annual fee ( see attached " Statement '' ), which was not in accordance with the Cardmember Agreement I had received. Also on XX/XX/XXXX, I received in the mail the attached " Error Letter '' and " Revised Cardmember Agreement '', showing a {$690.00} annual fee. Although these documents are dated XX/XX/year>, I did not receive them in the post until XX/XX/XXXX. 

Had I known any time before XX/XX/XXXX that I would be charged a {$690.00} annual fee, I would have not used the card, cancelled it immediately, and returned it to AMEX. I never requested an AMEX XXXX, and I never intended to pay a {$690.00} annual fee. I have not used the card since XX/XX/XXXX. I believe I was subject to a bait-and-switch, as my intention was always to apply to the XXXX XXXX  XXXX, and I was given a " no annual fee '' AMEX XXXX instead... which they then changed to having an annual fee. 

I first contacted AMEX via online chat on XX/XX/XXXX to request a refund of the {$690.00} annual fee, and the application of the {$300.00} statement credit to my card ( see attached " Chat Logs '' ). I contacted them again via online chat on XX/XX/XXXX to reissue my request, and was told I needed to contact the XXXX number. On XX/XX/XXXX, I paid my balance in full, including the annual fee, because I did not want to accrue any further interest or charges with AMEX, and I did not intend to use the card any more. Sometime in XXXX, I called the XXXX number and again requested a refund of the {$690.00} fee and {$300.00} statement credit. 

On XX/XX/XXXX, I contacted AMEX by online chat, and was given case number XXXX. I was told to wait XXXX weeks for a resolution. Having not heard anything back, I followed up on XX/XX/XXXX and was given a new case number XXXX. It has been XXXX  days, and I still have no resolution, so I am filing this complaint.

Company response to consumer: Closed with explanation