Credit card -- Advertising and marketing, including promotional offers -- Complaint #7494851
Complaint Overview
Complaint ID: 7494851
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: Illinois
ZIP Code: 60030
Date Received: 2023-09-03T12:00:00-05:00
Date Sent to Company: 2023-09-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Dear XXXX, I am writing to formally register a complaint in connection with my American Express XXXX XXXX XXXX XXXX Credit Card XXXX which I opened under the terms of your prominently advertised welcome offer. This correspondence seeks resolution for an issue pertaining to the promised {$200.00} promotional credit, which has not been credited to my account despite my adherence to the stipulated conditions. As an eligible applicant, I was preapproved for the Blue Cash Every Day Credit Card and subsequently submitted my application directly through the designated welcome offer portal. At the time of application, I perused the offer terms in a cursory manner, noting a clause that explicitly stated, " if you are not eligible for the welcome offer, intro APRs, and intro plan fees, we will notify you prior to processing your application so that you have the option to withdraw your application. '' To fulfill the terms of the welcome offer, I diligently made eligible purchases totaling {$2000.00} within the first six months of card activation. Furthermore, I ensured that all outstanding balances were paid in full well in advance of the closing cycle, as evidenced by the attached documentation. It is deeply disconcerting that, despite my adherence to the terms and conditions, American Express failed to honor the commitment of providing the promised {$200.00} promotional credit. When I contacted one of your agents via telephone, I was informed that American Express does not possess real-time information on an applicant 's eligibility for the welcome offer. This response contradicts the very terms of agreement that your company has put forth, which explicitly state that applicants should be informed of their eligibility status before their application is processed, thereby affording them the opportunity to withdraw their application if necessary. Regrettably, I received no indication of ineligibility until I proactively reached out, six months after the requisite spending and payments were completed, to inquire about the conspicuous absence of the {$200.00} statement credit. It is important to note that American Express records all phone calls, and despite this fact, the company has yet to acknowledge its own deviation from its stated obligations. I am deeply disappointed by this lack of transparency and failure to uphold the terms of the welcome offer, which was a significant factor in my decision to open an American Express credit card. I kindly request that this matter be addressed promptly and that the {$200.00} promotional credit be applied to my account in accordance with the terms initially presented to me. I anticipate a timely resolution to this matter and kindly request written confirmation of the actions taken to rectify this situation. Failure to address this issue satisfactorily may necessitate further action on my part to ensure that my rights as a consumer are upheld. Thank you for your immediate attention to this formal complaint. I look forward to a prompt resolution. Sincerely, XXXX XXXX
Frequently Asked Questions
What is Complaint #7494851 about?
Complaint #7494851 was filed against American Express Company regarding Credit card specifically about Advertising and marketing, including promotional offers. It was received by the CFPB on 2023-09-03T12:00:00-05:00.
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.