Credit card or prepaid card -- Advertising and marketing, including promotional offers -- Complaint #6437836
Complaint Overview
Complaint ID: 6437836
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Didn't receive advertised or promotional terms
State: Washington
ZIP Code: 98203
Date Received: 2023-01-14T12:00:00-05:00
Date Sent to Company: 2023-01-14T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I thought I was upgrading my gold AMEX credit card to the XXXX XXXX XXXX XXXX Credit Card. I am the cardholder owner, I agreed to the terms and conditions. When I received the card, the sky mileage number was not assigned to me but, to another person in my household. This limited my access to the mileage account. I have called and XXXX times to get this resolved. AMEX and XXXX put the customer in the middle, not owning the customer experience. I paid {$720.00} to have a card and XXXX for my husband. As a benefit I am rewarded with access to the XXXX XXXX XXXX. On XX/XX/23, we went into the sky lounge, I was allowed access, my husband was not even though, he has the credit card and we should have had the guest passes - these are awarded but, were not in my wallet due to the fact AMEX put the wrong sky mile number on my credit card. Long story short, not only did I pay the {$720.00} annual fee my benefits were denied. I had to pay {$78.00} at the sky lounge for access. I was told by AMEX it would be refunded, XXXX hours later after a number of calls, frustration etc. I had to file a dispute. I have been put in the middle of both XXXX and AMEX pointing fingers at each other. XXXX the offer was deceptive and unclear. I ended up with XXXX credit cards- essentially I paid a {$95.00} annual fee on my gold credit card and then {$720.00} on the upgraded credit card, they would not close the old card and refund me the {$95.00}, so I had to switch to the blue card, then close it with a prorated refund. XXXX denied benefits and access to the delta lounge and today, it is not resolved. What is owed? XXXX. {$78.00} for the sky lounge XXXX. It was not clear that I would not receive companion fare for the first year ( deceptive marketing practices ) 3.Promises for upgrades etc. I believe this never happens XXXXNO one at AMEX is empowered to refund a customer, they quote policy and procedure XXXX. Complaints are only taken in writing via letter - XXXX XXXX does not allow for a private complaint only public- this creates trolls who try to call and represent AMEX only to deceive. AMEX does not make its practice to protect their customers I have spent more than a day getting my sky mileage numbers situated, and requesting the {$78.00} which was charged refunded. I am disheartened at how hard I have had to work to be a customer of AMEX. Please help me, but help everyone else as well. This is unfortunate.
Frequently Asked Questions
What is Complaint #6437836 about?
Complaint #6437836 was filed against American Express Company regarding Credit card or prepaid card specifically about Advertising and marketing, including promotional offers. It was received by the CFPB on 2023-01-14T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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.