Credit Card promotion changed on 1st bill

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Jul 17, 2018
15
1
3
17
#1
This is my first post, and its long, so thank you in advance for any insight and guidance offered~

See Pic. I found this offer/promotion on Delta's Website for an Amex card...which I did not need mind you. I am a loyal Capital One customer since 2005.
Yet, The flight was to India which my partners parents were paying for as his Father was having Cardiac complications and was needing hospitalization...
not an easy thing to go through, especially in India so they asked and I agreed to come given the urgency. Rupees arent any where worth the same as dollars
so I was looking for last minute and any deal I could find and I thought I hit the jackpot with this offer. I took a picture though, I was surprised to see $200 off.

I booked my flight while applying all in one fell swoop. Then I called Amex to confirm the fine print as if it was bogus I could cancel my flight in the 24 hour
window Delta provides.

I spoke with a Julie I believe. She confirmed, Yes I will receive the $200 on my first bill since I made $1550 purchase, (over $1000). She told me she notated
in the account as well. So off I went for 3 weeks.

Feb bill comes with a $50 credit. I called Amex and was told No, the offer was actually for $50 off 30,000 bonus miles. Yes but what about my screen shot and
Julie and I never saw this $50 offer...I escalated the call to a Supervisor who said she could give me more sky miles and they were really worth more than cash.
I don't deal in sky miles and in basic checks in balances I agreed to pay $1350 for this ticket and this is what my partners Father gave. This Sup also told me
paraphrase "well we don't really know you" After I asked aren't I considered a valued customer?

There's been as far as I know 3 different disputes opened, yet the first one was not put in correct that was a complaint I was told by a rep. Now
I kept all these details to memory only as I thought Amex was a reputable company and ultimately they'd keep their word without a horse and pony show. That's
always been my experience with Capital One.

So I paid my bill of the approximate $1350 in Feb, after I waited to see if things would be cleared up, which unlike CO they were not quick and finally was told these
disputes take several months to investigate. I asked and offered to please allow me to send in my screen shot. I was told repeatedly No, its not necessary.

I was never notified, about the outcome of these disputes. I thought I was supposed to receive a call? Yesterday I was told they were all closed and found in Amex favor.
So finally through chat I got the access to submit my screen shot. Also I asked multiple times to have a supervisor call me and to please leave a direct call back
number. I din't think this was unreasonable as CO always did this and the cust rep's told me yes, a sup will do this...well Nope. I don't answer unknown calls. I am RN and
I receive solicitations for jobs. So unless I know the number I don't answer. That's pretty common now a days.

Now I am owing the $150 pls interest and late fees which I was told at one point would be removed, totalling $340 approx. Amex has reported this to credit bureaus and
dropped my score to the 691, prior I was 770's and I am applying for a car loan and may not qualify in time to get the used car I'd like to purchase...what a nightmare.

Forgive me I know I'm over explaining...I just can't my head around the poor customer service I've experienced, the lack of follow through and the false promotional
offer...I thought Amex was better than this. And honestly I would have never purchased this flight and taken this offer, opened this card except I only ever heard great
things about Amex.

I wrote an email to an executive yesterday as again I am waiting for a manager to call me back (takes 72 hours) and the rep couldn't guarantee the manager will leave
a call back number...then I call back and ask for a Manager and they want the whole story again then it takes 72 hours plus 24-36 if its into a weekend, and leave no
call back number. Besides everyone I talk too insinuate this my fault somehow...I get better customer service with my wi-fi company. It just seems so bizarre and I was
very reasonable in starting, but Its like talking to a robot. Meanwhile theres now another dispute and nothing gets resolved...how can I trust there actually going to look
at this screenshot meanwhile my credit dwindles and if I am in the wrong I'll gladly pay, yet I'll be damned if I am right, then absolutely no way will they get another cent.

(for some reason my Image will not download here, Iv'e tried as pic and as a PDF???)
 

jsn55

Verified Member
Dec 26, 2014
7,456
7,246
113
San Francisco
#2
I'm happy to hear that you have a screen shot of the promotion you signed up for. Hang up the phone and deal only with email from now on. Write a concise, polite letter to AmEx explaining the situation ... you might just make a list of the facts with an opening and closing paragraph. Keep all emotion out, and make no mention of the fact that you only signed up for this to get the bonus on your India tix. Remember that whoever reads your letter did not cause your problem. Your job is to make that person want to help you.

Send it to Customer Service and wait one week. If no reply, or you don't like what you hear, use our Company Contacts to work your way up the executive ladder, waiting a week between each submission. In your email, state that you have the screen shot of the correct promotion and will forward it upon request. Often emails with attachments are discarded, unless they're expecting it. Good luck, and please let us know what happens.
 
Jul 17, 2018
15
1
3
17
#3
I'm happy to hear that you have a screen shot of the promotion you signed up for. Hang up the phone and deal only with email from now on. Write a concise, polite letter to AmEx explaining the situation ... you might just make a list of the facts with an opening and closing paragraph. Keep all emotion out, and make no mention of the fact that you only signed up for this to get the bonus on your India tix. Remember that whoever reads your letter did not cause your problem. Your job is to make that person want to help you.

Send it to Customer Service and wait one week. If no reply, or you don't like what you hear, use our Company Contacts to work your way up the executive ladder, waiting a week between each submission. In your email, state that you have the screen shot of the correct promotion and will forward it upon request. Often emails with attachments are discarded, unless they're expecting it. Good luck, and please let us know what happens.
 
Jul 17, 2018
15
1
3
17
#4
Thanks for your reply...after going thru all this one starts to wonder if I’m in the wrong in my thinking, somewhere. I don’t think so yet there sure a lot of gaslighting going on when speaking with them.

As stated I already emailed executives. I did this yesterday before joining this thread. I’m very honest and was honest with them, it was a family emergency not some joy ride. I quit my job and left my condo early, put my things in storage to go. (I didn’t share all those details) it was concise and unemo. Even though I took the offer for the savings, I looked forward to a relationship with Amex. Otherwise why would I bother $200 is worth all this.

I have not found an email for customer service...does anyone know how to access?

I do have the chat thread from yesterday’s conversation.

No matter what I can’t get the screen shot on here~
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,230
14,010
113
New York
www.promalvacations.com
#5
Thanks for your reply...after going thru all this one starts to wonder if I’m in the wrong in my thinking, somewhere. I don’t think so yet there sure a lot of gaslighting going on when speaking with them.

As stated I already emailed executives. I did this yesterday before joining this thread. I’m very honest and was honest with them, it was a family emergency not some joy ride. I quit my job and left my condo early, put my things in storage to go. (I didn’t share all those details) it was concise and unemo. Even though I took the offer for the savings, I looked forward to a relationship with Amex. Otherwise why would I bother $200 is worth all this.

I have not found an email for customer service...does anyone know how to access?

I do have the chat thread from yesterday’s conversation.

No matter what I can’t get the screen shot on here~
You can't post a screen shot, this site doesn't accept them. You can get company contacts here:

https://www.elliott.org/company-contacts/american-express/

Go to our Company Contacts and read first HOW to write. Then begin your campaign. Let us know how you make out. You must wait at least one week in between each letter.
 
Jul 17, 2018
15
1
3
17
#8
Update:

I received a letter from AMEX stating they will not correct the error on my account as it wasn't their error. They gave no explanation, nor did they speak to the offer I had applied for and the screenshot I sent as well as the reassurance of the very first service rep I spoke who confirmed the offer and made a note on the account etc. The answer came by post and not email as I requested. I was out of town for work and didn't receive in a timely manner as I wasn't expecting it. Yet given the history I realize, I ought not expect integrity on AMEX's part.

Any suggestions? I'm thinking to contact a lawyer at this point yet not sure what type.

In much appreciation,
Christine
 
Sep 19, 2015
3,419
4,544
113
48
#9
Update:

I received a letter from AMEX stating they will not correct the error on my account as it wasn't their error. They gave no explanation, nor did they speak to the offer I had applied for and the screenshot I sent as well as the reassurance of the very first service rep I spoke who confirmed the offer and made a note on the account etc. The answer came by post and not email as I requested. I was out of town for work and didn't receive in a timely manner as I wasn't expecting it. Yet given the history I realize, I ought not expect integrity on AMEX's part.

Any suggestions? I'm thinking to contact a lawyer at this point yet not sure what type.

In much appreciation,
Christine
Could the problem be with Delta’s website not giving the correct promotion credit to AmEx?

And let me ask— contact a lawyer over a $150 bill — not sure where you live but most decent lawyers where I live charge at least 300 per hour.

I understand that the bill is over $340 now but this will continue to damage your credit — so you may end up paying more for other loans such as automobile when fighting over the original $150.

Are there any super fine print disclaimers on the screenshot like you have to qualify for ultra mega high income card otherwise the lesser promotion applies.
 
Likes: Neil Maley
Jul 17, 2018
15
1
3
17
#10
It could have been an issue on Delta’s site I suppose yet that was never offered up by the countless AMEX CSReps. Yet that’s not saying much.

I get how talking to a lawyer can seem unfathomable coming from a certain perspective. However consultations in my part of the US are generally free. And I thought this forum originated from lawyers.

It’s the principle and AMEX will do this to others...if it had been done, ever, in my credit card history spanning 24 years then yes I would completely agree...cut my losses. I’ve just never seen this kind of shenanigans and Nope, no fine print...they still gave me an offer they just did a switcheroo in their favor to which I have proof~
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,230
14,010
113
New York
www.promalvacations.com
#11
This forum did not originate from attorneys. Christopher Elliot is a consumer reporter who started the forum and all the advise is done by volunteers.

These offers often have fine pricing but behind them. Many times there are qualifiers, such as you must not have had prior Amex accounts.

Unfortunately point programs are one of the things we do not advocate here. W can only suggest you use our company contacts pages and appeal to the Executives at Amex to ask why you weren’t eligible for the offer.

From our FAX page:

Are there any cases you don’t mediate?

Yes. Here’s a partial list:

Airfares that go up after selecting a flight option (caching).
Airline seat comfort issues, including in-flight entertainment systems that don’t work.
Any case involving legal action against a company or customer.
Asking a company to honor an obvious price error.
Car rental damage cases.
Cases submitted on behalf of a third party.
Compensation for delays that resulted in lost vacation or work days.
Getting a refund for a nonrefundable airline ticket or hotel room.
Missing or expired loyalty points.
Recently lost or misplaced luggage.
Visa/passport problems that led to denied boarding.
 
Sep 19, 2015
3,419
4,544
113
48
#12
It could have been an issue on Delta’s site I suppose yet that was never offered up by the countless AMEX CSReps. Yet that’s not saying much.

I get how talking to a lawyer can seem unfathomable coming from a certain perspective. However consultations in my part of the US are generally free. And I thought this forum originated from lawyers.

It’s the principle and AMEX will do this to others...if it had been done, ever, in my credit card history spanning 24 years then yes I would completely agree...cut my losses. I’ve just never seen this kind of shenanigans and Nope, no fine print...they still gave me an offer they just did a switcheroo in their favor to which I have proof~
I just asked about the lawyer fee as where I live one may get a 30 minute free consultation at a clinic or the lawyers that do have first meeting for free are looking for high payout cases like personal injury.

I know other have posted on various forums about similar problems — like the SW affiliated card.

One problem is that by going into late payment/ default they have perfect reason not to think about honoring it. There are usually specific disclaimers about not honoring the welcome bonus if they think someone is gaming the system. And now you have what a bill 5 months past due?

And if you look at the offers the credit card companies protect themselves with all sorts of fine print on reserving the right to change the bonus at any time blah blah blah, they have a team of lawyers protecting them.

Did you only buy the ticket on Delta because of a possible credit card rebate?

What has happened is that there many websites and bloggers that try to game the system by opening and closing credit cards — you do not sound like that type at all, but may have gotten caught up in a crack down or change because of them.

I just do not want you to damage your hard earned credit over this or pay a lawyer who will accomplish nothing.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,230
14,010
113
New York
www.promalvacations.com
#14
Just an FYI- consultations with a lawyer might be free but hiring an attorney to go after Amex for a $150 issue will cost you far more than that.

I urge you to use our contacts -one at a time starting from the lowest executive- and ask them nicely to explain to you why you were not eligible for the promotion.

When you called the agent you spoke to when applying could not see your credit history or whether you might have had an AMEX card in the past to tell you for sure you were eligible for the promotion.

Had you ever had an Amex card before this one? That is usually the thing that kicks people out of being eligible. You have a screen print of the offer but do yuh have a screen print of the fine print of the full terms of the offer?
 
Jul 17, 2018
15
1
3
17
#15
Ah I didn't realize I thought this advocacy did originate from Lawyers, I thought I read that, yet that was many months ago.

I understand your all simply advising me not to get caught up in an expensive unworthy endeavor and I appreciate the details to consider and perspective. I am also clearing up any misnomers.

No, never had an AMEX card, ever. None of the issues apply, in the mediation list...I've traveled back n forth to India 10 times (7 trips to volunteer as a Nurse which I funded) since 2010, plus domestic flights and I've not ever taken up any claim. I slept in Philly airport once due to some flight problem, no hotel didn't ask I could see it was futile, was never held up with visa issues, care rental problems, as I recall...none of any of those things...I've been pretty blessed and don't take issue much...yet this is blatant on AMEX part.

I left the balance of the remaining promotional money they owed in honor of promotional offer. I did not purchase anything else as a.) I was in India and family was paying and b.) I didn't take the time to see if I could purchase international without added fees. I mistakenly assumed they'd be in integrity and the mess would get cleaned up quickly. I didn't ever care about the miles and never asked for a single thing extra...only the original offer. I'm not looking for help with points or miles...its the promotional offer of $200 off that was changed to $50 off. And if that's the case this forum doesn't help so much with this kind of thing then why didn't someone say back in July when I first posted? I was emailed and asked to post...I asked up front before I signed up for the forum if this was something I could be helped with. I don't need anymore clarification around that I just want to get to past this; So, thank you for the advice and I will make an attempt to get answers as to Why?

My first call was the day I booked my ticket in Jan, Second call was around Feb 4 after returning....in my experience with, say Capitol One, any discrepancies get handled immediately. I made the mistake of that level of customer service. If they were going to give a definitive NO...they would not give it then, it was a multitude of filling a report/claim x3 from Feb-July. Not that this matters now, yet every person I spoke with there, I told I was not paying as I was not at fault...otherwise I would. I've not had to stand up to a major corporation like this before so once I stood up I kept standing...I can't imagine I am the only one...

I cleaned up my credit at age 24, now 43 and its been nearly perfect since and of course I will protect that. As far as any legal help I was hoping for maybe a letter only not filing a law suit type of thing...that I get, would be ridiculous, so I understand and appreciate the caution.

The fine print is there and there truly is nothing making me ineligible...meaning I thought long and hard before I ever even approached this forum months ago, as I am a very private person and I've worked really hard to get the place I am. Not by stepping on people which is what AMEX is doing here...if I made any mistake that they could actually explain to me...which they refuse to...then I would (have) accept it as stated in my first posts on here as well.
 
Last edited:
Sep 19, 2015
3,419
4,544
113
48
#18
I was just pricing a ticket out on Delta and I got a similar promotion -- but once one clicks to the terms and conditions there are a lot of them -- and the most interesting one is that the credit comes 8 to 12 weeks later --

Here are the disclaimers on the offer I received:

Welcome offer not available to applicants who have or have had this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility.

If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome offer in any way or that you intend to do so (for example, if you applied for one or more cards to obtain a welcome offer (s) that we did not intend for you; if you cancel or downgrade your account within 12 months after acquiring it; or if you cancel or return purchases you made to meet the Threshold Amount), we may not credit the welcome offer to, we may freeze the welcome offer credited to, or we may take away the welcome offer from your account. We may also cancel this Card account and other Card accounts you may have with us.


$200 Statement Credit One statement credit for $200 will be issued to your Card account after a Delta purchase is charged to your Gold Delta SkyMiles® Credit Card within your first 3 months of Card Membership, starting from the date your account is approved. Delta purchases to meet the first Delta purchase requirement include those made by both the Basic and Additional Card Members on the Card Account. Purchase must be made directly through Delta. A purchase may not qualify for the statement credit if it is submitted under a merchant code that has not been categorized as a Delta merchant code as of the date of the purchase(s). Credit will be issued as a Card Member statement credit approximately 8-12 weeks after your first Delta purchase. Additional Card Members on your account are not eligible for this offer. To earn the $200 statement credit, your Card account must not be canceled or past due at the time of fulfillment. Purchases to meet the spend requirement do NOT include fees or interest charges, balance transfers (balance transfers are not available on Delta SkyMiles® Business Credit Cards), cash advances, purchases of travelers checks, purchases or reloading of prepaid cards, purchases of gift cards; person-to-person payments, or purchases of other cash equivalents. Additional terms and restrictions apply. You can earn a $200 statement credit after you make a Delta purchase on your Gold Delta SkyMiles® Credit Card within your first 3 months of Card Membership, starting from the date your account is approved. In rare instances, your period to make your first Delta purchase may be shorter than 3 months if there is a delay in receiving your Card. Also, purchases may fall outside of the 3 month period in some cases, such as a delay in merchants submitting transactions to us or if the purchase date differs from the date you made the transaction. (For example, if you buy goods online, the purchase date may be the date the goods are shipped). If your application is not received by 9/19/2018, we will not process your application even if we later receive your application. American Express reserves the right to modify or revoke offer at any time.

So the disclaimer basically disclaims .... everything.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,230
14,010
113
New York
www.promalvacations.com
#19
Honestly I am not sure if I've gone up the full chain...life happens :/

Yet I will look into this and file a complaint...thank you much~
You can find out if you have written up the chain by going to your emails and looking for an email to each executive we show on our customer contacts and if there was at least a week in between each email.

If you’ve done that and get nowhere, we can recommend the CFPB and AG.

Other then that- we don’t advocate points so that’s the best we can do.

We don’t win every case but we give you the next tools to help advocate.

The terms Christina posted leave too many things you could have done that forfeit the offer. If absolutely none of the restrictions apply, the CFPB might be your best bet.

Let us know the outcome once you do that.
 
Jul 17, 2018
15
1
3
17
#20
I was just pricing a ticket out on Delta and I got a similar promotion -- but once one clicks to the terms and conditions there are a lot of them -- and the most interesting one is that the credit comes 8 to 12 weeks later --

Here are the disclaimers on the offer I received:

Welcome offer not available to applicants who have or have had this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility.

If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome offer in any way or that you intend to do so (for example, if you applied for one or more cards to obtain a welcome offer (s) that we did not intend for you; if you cancel or downgrade your account within 12 months after acquiring it; or if you cancel or return purchases you made to meet the Threshold Amount), we may not credit the welcome offer to, we may freeze the welcome offer credited to, or we may take away the welcome offer from your account. We may also cancel this Card account and other Card accounts you may have with us.

$200 Statement Credit One statement credit for $200 will be issued to your Card account after a Delta purchase is charged to your Gold Delta SkyMiles® Credit Card within your first 3 months of Card Membership, starting from the date your account is approved. Delta purchases to meet the first Delta purchase requirement include those made by both the Basic and Additional Card Members on the Card Account. Purchase must be made directly through Delta. A purchase may not qualify for the statement credit if it is submitted under a merchant code that has not been categorized as a Delta merchant code as of the date of the purchase(s). Credit will be issued as a Card Member statement credit approximately 8-12 weeks after your first Delta purchase. Additional Card Members on your account are not eligible for this offer. To earn the $200 statement credit, your Card account must not be canceled or past due at the time of fulfillment. Purchases to meet the spend requirement do NOT include fees or interest charges, balance transfers (balance transfers are not available on Delta SkyMiles® Business Credit Cards), cash advances, purchases of travelers checks, purchases or reloading of prepaid cards, purchases of gift cards; person-to-person payments, or purchases of other cash equivalents. Additional terms and restrictions apply. You can earn a $200 statement credit after you make a Delta purchase on your Gold Delta SkyMiles® Credit Card within your first 3 months of Card Membership, starting from the date your account is approved. In rare instances, your period to make your first Delta purchase may be shorter than 3 months if there is a delay in receiving your Card. Also, purchases may fall outside of the 3 month period in some cases, such as a delay in merchants submitting transactions to us or if the purchase date differs from the date you made the transaction. (For example, if you buy goods online, the purchase date may be the date the goods are shipped). If your application is not received by 9/19/2018, we will not process your application even if we later receive your application. American Express reserves the right to modify or revoke offer at any time.

So the disclaimer basically disclaims .... everything.