Consumer complaint received 2025-09-16 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: CA

Complaint narrative:
XX/XX/year> Application and Proof Submission I applied after seeing a XXXX SkyMiles offer. 

I took a screenshot of the offer and saved it before applying. 

When I inquired about confirmation, Amex claimed I was only enrolled in a XXXXmile offer and opened Case # XXXX. 

XXXX ( XX/XX/year> ) : First Follow-Ups I contacted Amex multiple times to clarify that this was not a better offer request but the advertised XXXX offer I applied under. 

I was told the matter was under investigation with a 68 week timeline. 

I specifically told Amex that I needed these points for my honeymoon travel in late XXXX. 

XXXX XXXX ( XX/XX/year> ) : Continued Delays and Deflections I followed up again and was told no option to expedite. 

A representative stated that the investigation could take up to 90 days. 

This directly contradicts the urgent timing I had emphasized since my first call. 

At this stage, I had already submitted all necessary documentation, but Amex stalled. 

XXXX XXXX ( XX/XX/year> ) : Supervisor Escalation I escalated to a floor supervisor who falsely described this as a better offer investigation. 

I corrected the record this was not an upgrade request but the exact offer I was promised. 

Even with my screenshot proof, Amex refused to provide confirmation that the XXXX miles would be honored. 

I reiterated that my honeymoon was weeks away, and Amexs delays were now making it impossible to use the miles in time. 

XXXX ( XX/XX/year> ) : Continued Stonewalling I was told again to check back in 24 weeks, pushing resolution further past my travel timeline. 

Despite my clear explanation of time-sensitive harm, Amex repeatedly cited internal processes and maximum 68 weeks language. 

Amex also advertised a XXXX SkyMiles offer on the same card during this period proving higher offers were available, yet my documented XXXX offer remains unhonored. 


Why This Is a Regulatory Concern : Truth in Lending Act ( Regulation Z ) : Promotional terms must be accurately disclosed at the time of application. 
The XXXX SkyMiles offer was a material term I relied upon in making my application. 

FTC Act ( Section 5 Deceptive Practices ) : This is a textbook bait-and-switch. 
Amex advertised XXXX miles, induced me to apply, then tried to downgrade me to XXXX miles and stall resolution until the offer became irrelevant for my needs. 

Unfair Business Practices : Delaying resolution for 612 weeks ensures that customers with time-sensitive travel needs can not use the miles they were promised. 

This creates financial harm and undermines consumer trust. I will move most of my business to XXXX. They have better welcome offers and actually honor them. They have the back of the consumer. Visa cards might be the best way to go. 


Harm Caused : Loss of Time : Over six weeks wasted in repetitive chats, with no progress beyond we are investigating. 

Loss of Value : I can not receive the points before my XXXX honeymoon, undermining the reason I applied.

Loss of Trust : Multiple agents minimized the issue by calling it a better offer when it was the exact advertised offer. Cold and unhelpful responses from representatives. 

Financial Harm : I may be forced to pay significantly more for flights/hotels out-of-pocket because Amex withheld the points.

Company response to consumer: Closed with explanation