Credit card -- Advertising and marketing, including promotional offers -- Complaint #18876091
Complaint Overview
Complaint ID: 18876091
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
State: California
ZIP Code: 92058
Date Received: 2026-01-20T12:00:00-05:00
Date Sent to Company: 2026-01-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint regarding an American Express promotional offer for 10 % cash back on XXXX that was presented on my card account. When I viewed the offer, it stated 10 % cash back on XXXX and did not clearly disclose any restriction limiting the offer to hotel purchases only. Based on how the offer was presented, I reasonably understood it to apply to XXXX purchases generally. After relying on the offer, I contacted American Express customer service regarding the missing cash back. At that point, I was informed that the offer allegedly applied only to hotel bookings, even though this limitation was not clearly shown or disclosed when the offer was presented to me. As a customer, I do not have control over how American Express displays or later modifies offer terms. I was not warned that I needed to preserve or screenshot the offer before it changed, and I relied on the offer as it was displayed in good faith. American Express maintains internal records of card-linked offers and their full terms, and I requested that these records be reviewed. Changing or clarifying material restrictions only after a customer relies on an offer is unfair and potentially deceptive. Customers should be able to rely on the terms as presented at the time they view and activate an offer. I am requesting that American Express honor the XXXX 10 % cash back offer as it was presented to me, or provide an equivalent statement credit or rewards adjustment.
Frequently Asked Questions
What is Complaint #18876091 about?
Complaint #18876091 was filed against American Express Company regarding Credit card specifically about Advertising and marketing, including promotional offers. It was received by the CFPB on 2026-01-20T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.