Consumer complaint received 2025-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
I was approved for the Delta SkyMiles Gold Credit Card in XX/XX/XXXX, and I was excited to use it for purchasing four tickets, particularly because the offer included XXXX SkyMiles points. I had planned to use this card for an upcoming international trip and other purchases. Ive been using American Express credit cards since XXXX, so I trusted that this would be a seamless experience.

However, after waiting for a month and two delivery attempts, despite verifying my address multiple times through both chat and phone with American Express, my card was never delivered. This situation was very disappointing. Both times, I was home the entire day, yet the delivery was marked as unsuccessful, with the reason cited as no one was home. 

After the second failed delivery attempt, I reached out to American Express again, but their customer service was extremely unhelpful. I did not receive any satisfactory explanation for the inconvenience, and after continued frustration, I decided to cancel my card. When I expressed my desire to cancel, their response was indifferent : Okay, let me cancel it. It felt as though they were not taking my concerns seriously, and I was left feeling disregarded.

Im deeply disappointed not only with American Express but also with Delta. Despite my efforts to resolve this, neither company could provide a reasonable explanation or offer a resolution. I feel as though both companies have failed me, and the entire experience has been frustrating, emotional, and ultimately unhelpful.

I had hoped to take advantage of the benefits the card offered, but unfortunately, I never had the chance. This experience has been both upsetting and disheartening.

Additionally, after closing my account, I did not receive any communication from either American Express or Delta regarding my existing balance. I expected a letter or email outlining the steps to pay, but I received no such communication. I also want to mention that, when I closed the card, I wanted to pay off the remaining balance, but I was unable to do so. The card was not visible in my American Express app or the Delta app, making it impossible to manage my payments. While I was able to use the temporary card number they provided, the entire process has been unnecessarily frustrating. 

A recent incident at the grocery store further compounded my frustration. I attempted to use my other American Express card, but the transaction was declined multiple times. Initially, I thought it was a reader error, but later I received a message from American Express saying my card had been blocked due to a missed payment. I was also sent an email about this. My question is : if American Express can communicate with me about blocking my card for a missed payment, why wasnt I notified about the failed delivery of the Delta SkyMiles Gold Credit Card or the status of my payment? 

This entire experience has caused significant mental and emotional distress. Ive done everything on my end to resolve this, but the poor service, lack of communication, and delays have negatively impacted my credit score and caused undue stress. I would appreciate it if you could take action regarding this situation and address the mental harassment and the issues Ive encountered. Waiting for my card, waiting for my bill, and receiving poor customer service were not my fault, yet I am left to deal with the consequences.

Company response to consumer: Closed with monetary relief