Credit card or prepaid card -- Other features, terms, or problems -- Complaint #6303349
Complaint Overview
Complaint ID: 6303349
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: North Carolina
ZIP Code: 27517
Date Received: 2022-12-09T12:00:00-05:00
Date Sent to Company: 2022-12-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2022 I purchased flights to XXXX with XXXX XXXX. As I navigated through the purchase, I was shown an ad from XXXX and American Express for a XXXX card that told me I could get {$300.00} cashback if I opened an AmEx XXXX card, after {$2000.00} in qualifying purchases. I started using the card and after I spent {$2000.00} and still had not been credited the cashback, I called AmEx in early XXXX, roughly 6 weeks after opening the card [ I asked AmEx for this date, and they had a record of the call but would not tell me the date of this call ] and asked them why I had not been credited the cashback. The representative I spoke with said " everything has been done to qualify, you don't need to do anything more, it just takes 8-12 weeks to apply to the cashback. '' So I waited until 12 weeks had past and called again on XX/XX/XXXX and was told that there were actually two separate offers ; I had been credited skymiles after making {$2000.00} in qualifying purchases, but I would not be getting the {$300.00} cashback because I had failed to make a purchase with XXXX within 3 months of opening the card. I explained to the representative I did not know that I was expected to make a purchase on XXXX and that the first representative I spoke to had told me I didn't need to do anything more for the cashback, which turned out to have been incorrect. In fact, that representative had advised me to wait and not follow up until my eligibility ran out. The second representative opened a case with AmEx to request that my window to make a purchase with XXXX and get cashback be extended. I called again in late XXXX and was told that it takes 30 business days to resolve a case, so to call back on or after XX/XX/XXXX. I called again on XX/XX/2022 and was told " anything that was in the terms and conditions would supersede what any representative told '' me and so they would not grant me the cash back or extend my window to qualify for the cashback.
Frequently Asked Questions
What is Complaint #6303349 about?
Complaint #6303349 was filed against American Express Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-12-09T12:00:00-05:00.
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 or prepaid 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.