Consumer complaint received 2025-11-24 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: PA

Complaint narrative:
In XX/XX/XXXX I applied for an AMEX Blue Card with an offer of 0 % APR for 12 months. I was accepted and used the card. I received a letter over the weekend saying my card was frozen and I needed to call. I tried to call then, Sunday night, but they were closed. I called today, Monday morning, and talked to someone in the financial review department. She took my employment and income information, and put me on hold. She came back and said that since it was past the 14 days since they had requested this information, my account would be closed. I said I just received the letter and she said that the also tried to call, but my voicemail box was full. I told her I know that isnt true, I receive voicemails every day. I asked about my 0 % Apr promotion, and was she had to transfer me to another department for help. The representative in that department told me that I still have the 0 % Apr as promised until XX/XX/XXXX. I asked her to please make sure and she said yes. She then said my account was not canceled. I said I was told it was, so please recheck the info about the 0 % Apr. she transferred me to someone who said the promotional Apr was going to be revoked. I asked for a supervisor, and was told there was none available. I asked for a call back. In the meantime, I began a chat in their app. The representative there assured me that I still will have the 0 % apt until XX/XX/XXXX. I asked her again to double check. I was transferred to another agent who said she couldnt answer that, but gave me a number to call. I called that number and was again transferred to the financial review team. I asked to speak to a supervisor, and told them what the call was in reference to. They transferred me to XXXX, in the Customer Service department. He spent time checking everything and assured me that my 0 % apr would be good until XX/XX/XXXX. He also checked the {$120.00} of rewards dollars that I had redeemed as a statement credit the night before and assured me that the credit would be on my account within 24-48 hours. He said the account would be notated and that the call was recorded, so I didnt need to worry about it, and he apologized for all the miscommunications from previous representatives. A few hours later, I received the call back that I had requested earlier. That representative told me that the 0 % Apr was being revoked, she just didnt know when. I told her about the call with XXXX earlier, and she looked at my account and couldnt find any notes. I asked for this to be escalated to another supervisor, and she said that she was adding that to the ticket, and that someone would reach out to me about them honoring the 0 % Apr as promised, since I was told by XXXX that it would be.

I am highly upset. They didnt email, if they did call they dont leave a message, and the letter they sent arrived too late for me to do anything about it. This is not ok and the shouldnt be allowed to have practices like this!

Company response to consumer: Closed with monetary relief