Consumer complaint received 2025-07-30 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: NJ

Complaint narrative:
American Express ( AmEx ) is running a promotion on their XXXX XXXX XXXX card, advertising as follows : " Earn {$250.00} Back after you spend {$3000.00} in purchases on your new Card within the first XXXX  XXXX  of Card Membership. You will receive the {$250.00} back in the form of a statement credit. '' After seeing the marketing, I opened a new XXXX XXXX XXXX card and met the qualifications for the promotion. AmEx then provided the promotional {$250.00} credit. 

But at the XXXX mark of being a credit card holder, AmEx came back and said they were reversing the promotional credit. On their communication regarding the reversal, AmEx said it was due to returns, or credits, on the account that lowered the total charge amount to fall under the {$3000.00} requirement. 

However, upon double-checking my spending totals, I found I not only met the {$3000.00} requirement within the first 6 months, but exceeded it. The reversal was incorrect. 

I then reached out to AmEx customer service, under the impression this was a simple error that would be swiftly corrected after all, the numbers were the numbers, everything was easily evidenced, this would be quickly resolved. That was a nave assumption. 

I contacted AmEx multiple times throughout a XXXX period to bring attention to the error and correct the reversal. AmEx did everything they could to find a justification that could apply, changing the reason for the reversal multiple times, sometimes even in the same conversation with the same customer service representative. When I would point out mistakes in their reasoning, they would move on to another possible option, combing the fine print trying to find an applicable circumstance. When the rep ran out of options, they would simply repeat there was nothing they could do to correct the promotion reversal. 

I eventually asked if I could raise a case so the situation could be reviewed more seriously. The way AmEx reviews these cases, as explained to me by AmEx reps, is completely obscured the representative submits a case on the customers behalf, but the customer has no ability to see, review, or follow the case submission. The case is then taken up by AmExs back office, and they reach a finding. However, the finding and the reasoning behind the finding are not shared with the customer. I did not know my case reached a decision, there was no communication, I had to call their customer service line and check. The AmEx rep also communicated to me if I wanted to challenge the finding, I could file a second case but the back office would consider a second request to review an account as a repeat, and would simply delete it from their system indicating there is no appeal process either. The decision is effectively final, with no recourse. 

My last time speaking with an AmEx rep I asked for some transparency into the cases reasoning, because again, this is all just math, the numbers should have everyone reaching the same conclusion. So, when the rep started to provide the numbers used in their calculation ( only by reading the numbers over the phone, the rep said there was no way to share the documents ), it was very clear what AmEx had done they had taken all credits regardless of validity ( for example courtesy credits that were reversed ) and inflated the credit total as much as they could to manipulate the calculation ensuring the total fell under the {$3000.00} requirement. 

My main point of contention is I met the requirements of AmExs promotion. That is easily evidenced by simply summing up my total amount paid in the first 6 months of being a cardholder. All the information is right there. 

In the first 6 months of being a cardholder, I spent a total of {$3400.00}. AmEx claims I spent under {$1500.00}. I asked the AmEx rep how is it possible for them to claim that when my statement balances obviously show otherwise and back up my calculation. The rep simply repeated that a case for my account had already been filed and closed, and this conclusion was final. I could try to challenge it, but like he previously explained, that effort would get me nowhere. I then asked if I could be provided a courtesy credit, and the rep said AmEx would not consider this situation as requiring a courtesy. I then asked how could that be when I can prove the calculation is incorrect, that the findings of the case were incorrect, and the rep repeated again, they were not going to take off the reversal. I emphasized again, even though I can prove the calculation and justification used to reverse the marketing promotion are incorrect, and he said the findings of the case were final. 

An absolute scam. AmEx used their promotion marketing to lure in new cardholders, then find ways to justify not providing the promotion, and then corner and trap the customer with no recourse when their bad business practice is found.

Company response to consumer: Closed with explanation