Consumer complaint received 2025-01-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: AMERICAN EXPRESS COMPANY
State: WA

Complaint narrative:
I am writing to file a formal complaint regarding the XXXX XXXX American Express XXXX XXXX. I applied for this credit card in XX/XX/XXXX, with the understanding that I would receive XXXX Membership Rewards Points as part of the welcome offer, which was a significant factor in my decision to accept the card, despite its steep {$690.00} annual fee. 

I completed the application with care and attention, and as a XXXX XXXX holder, I was diligent in reviewing all the information provided during the application process. I had thoroughly researched whether the card was worth the high annual fee, with the primary incentive being the promise of the welcome points. 

However, I was never informed that I did not qualify for the XXXX points, nor was I given any indication that I would not receive them. I spent over {$8000.00} on the card within the first XXXX months, meeting the spending requirement, and yet when I contacted American Express customer service on XX/XX/XXXX, to inquire about the points, I was shocked to learn that I did not qualify for the welcome offer. This was the first time I was made aware of this issue. 

To make matters worse, by this point, American Express had already charged me the {$690.00} annual fee, and I was told that it was too late to cancel the card because it had been over 30 days since my application. I had never received any clear communication or notification prior to this date about the disqualification from the welcome offer. 

I have since come across online forums where others have reported similar experiences, mentioning a small, potentially hidden XXXX XXXX XXXX the application process that allegedly informs users of disqualification for the welcome offer. It is unclear to me whether this popup was blocked by my browser or if the text was intentionally small and difficult to notice. Regardless, this was never made clear during the application process, and I feel misled. 

Given that I have now paid the high annual fee and received no benefits in return, I feel this situation amounts to a deceptive practice, and I am concerned that American Expresss application process is intentionally designed to mislead consumers. 

Additionally, I am now in a position where canceling the card could negatively impact my credit score, and I am left with no tangible benefits despite fulfilling all the necessary requirements. I am seeking assistance from the Consumer Financial Protection Bureau to address this issue and to help ensure that American Express is held accountable for its practices. 

I have already contacted American Express customer service twice and engaged in an online chat, but I was informed that it would be extremely unlikely to resolve the issue. I would greatly appreciate any help or guidance from the CFPB in this matter. 

Thank you for your time and attention to this complaint.

Company response to consumer: Closed with explanation