Credit card -- Other features, terms, or problems -- Complaint #7592691
Complaint Overview
Complaint ID: 7592691
Company: American Express Company
Product: Credit 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: California
ZIP Code: 902XX
Date Received: 2023-09-22T12:00:00-05:00
Date Sent to Company: 2023-09-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XXXX, XX/XX/2023, I applied with American Express via the phone and was approved for their XXXX XXXX XXXX American Express XXXX credit card product. On that same day, I spoke with their customer service agent to confirm my eligibility for that card 's welcome bonus promotional offer. That customer service agent 's name was XXXX, and they worked for the XXXX XXXX XXXX department XXXX American Express. They re-confirmed that I was indeed eligible for the welcome bonus promotional offer. By XX/XX/2023, I had accrued enough purchases on the credit card product to meet the spending threshold for the welcome bonus promotional offer. Yet on the latest card statement, I did not receive the offer as expected. I escalated my case to American Express directly on XX/XX/2023. I received the following case number : XXXX. I called American Express again on XX/XX/XXXX and was informed that their internal department closed my case without any further resolution or goodwill effort to compromise. They stated the reason for doing so by quoting a discretionary / vague section of their terms and conditions, despite the fact that I was verbally assured in a recorded conversation that I was entitled to the welcome bonus promotional offer. The agent on the phone refused to help me any further and instead could only give me the investor relations address of American Express : " XXXX XXXXXXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX '' They told me I should write a paper letter to escalate my grievance further. I did not find this to be an acceptable outcome nor a proper escalation of my case, so instead I am now initiating a CFPB complaint. Personally speaking, I feel like I've been scammed into using American Express 's credit card product and helping their bottom line with the fees that they charge merchants as part of their general business model.
Frequently Asked Questions
What is Complaint #7592691 about?
Complaint #7592691 was filed against American Express Company regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2023-09-22T12:00:00-05:00.
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.