Credit card or prepaid card -- Other features, terms, or problems -- Complaint #7242915
Complaint Overview
Complaint ID: 7242915
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: Florida
ZIP Code: 337XX
Date Received: 2023-07-12T12:00:00-05:00
Date Sent to Company: 2023-07-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I closed my American Express ( AmEx ) Platinum card account earlier this year because American Express had failed to deliver on its promise to giving points for a stay at a luxury hotel even though they'd stated multiple times they would. I then later decided to reinstate my account to which they say I could not do that and had to start a full new application ( a process wherein they'd re-check my qualifications/credit from scratch again ) which I was a bit surprised about especially since I've been a member of AmEx in one or another for over 20 years. So I took the hit on my credit again during their re-application process and they stated at the time and repeatedly during follow up conversations with their agents on the phone that because this was a new application that I'd get new membership welcome reward points if I spend a certain amount by a certain date. I got accepted for a new card and proceeded to spend as much as possible on my card ( and was checking periodically along the way with AmEx agents who kept on confirming that I was closer and closer to the goal of getting my welcome reward points ). After reaching the target for getting the signing bonus points, XXXX changed their mind and stated that the signing points bonus were now supposedly only meant for 'brand new ' applicants which they had never never talked about before! I found that reversal both sad, disturbing, and frankly dishonest, especially because multiple AmEx agents had confirmed I'd get those points if I kept on spending and reaching the stated goal. Please also note that my new card does not have the same number as the old one I had so for all intent and purposes I'm a new applicant even from their perspective! As you can tell by my story it's the second time AmEx does not fulfill its part of the deal for a card that's marketed primarily as a reward-type card and for which I pay over {$690.00} a year in membership fee!! Additionally, when I closed my prior card/account I never got the points that were left on that old account but for some reason they don't consider these old points mine and didn't give them back when I open a new card -even though they pretend that I'm not a 'new " applicant. Quite contradictory as you can tell. Thanks in advance for your help and assistance.
Frequently Asked Questions
What is Complaint #7242915 about?
Complaint #7242915 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 2023-07-12T12:00:00-05:00.
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.