Consumer complaint received 2023-12-22 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: WA

Complaint narrative:
I, XXXX XXXX, signed up for a Delta Skymiles card aroundXX/XX/XXXXXX/XX/XXXX from American Express through a referral code from my partner, XX/XX/XXXX One of the conditions that an American Express representative told us as part of the referral was a {$150.00} statement credit on her card after I spent a certain amount with Delta Airlines. On calls prior to and after I spent the specified amount on Delta Airlines Purchases, American Express agents had expressed that we meet the conditions of the agreement. Specifically, we called after I had spent the qualifying amount and the agent agreed that she saw we had spent the qualifying amount. She never received the statement credit, so we have now called multiple times to get resolution. Each time, they don't contact us back ever and we have to eventually call again only to find out they closed the ticket and said we did not have that as part of the terms for the referral. We have called at least 5+ times now and then has been ongoing for over a year, giving them ample time to fix it. We have requested reviews of the previous phone calls, which they state they have done, but they have not provided us the phone call recordings, nor am I confident that they actually have the recordings. Due to not receiving these credits, my partner left her card open for an additional year and incurred an additional {$99.00} in annual charges even though she wanted to close the card due to inadequate customer service. Additionally, we specifically chose to go through this referral when starting my card when I had a better offer available at the time where I could have gotten more points to start my card individually. We have wasted many hours on this, and the lack of feedback from American Express on each occasion has consistently left us in the dark. We have also been sent in circles multiple times where some representatives say that I should be the one contacting them and some say that she should be the one contacting them, so we spent hours calling back and forth. For all calls. I do not remember if we called through using my card information or my partner 's card information, so the recorded calls could be under either of our accounts ( assuming they did actually record the calls like they stated ). We would like to get this resolved, so we can stop wasting so much time on it, but we don't want the large credit card company to have cheated us, so we keep on trying to find resolution. The way they have been treating this like we're lying has been frustrating. Both of us are certain of this offer, and we verified it with American Express representatives on multiple occasions and also recorded it in our personal notes/planners at the time of the calls. I don't know if they are just negligent or if they are purposefully lying to us, but the whole situation has been frustrating and so wasteful of our time and money. We just want them to give us what they promised us.

Company response to consumer: Closed with explanation