Amex reneging on joining bonus

mandhan

Hello all. I applied for British Airways Premium Plus credit card in late October and was approved about a week or so later. The day I applied, the new card member joining bonus offered was 30000 avios for £3k spend in the first 3 months. I have the screenshot from their website, taken the same day that shows this offer. 

After having contacted Amex support on the chat today after having spent more than £3k, I was told that the joining bonus offer on my account is for £6k spend in the first 3 months. When I disputed this, I was asked to upload the screenshot which I did immediately. The support staff after checking the screenshot again goes on to say that offers are 'account specific' and that I have to spend £6k to earn the bonus. 

I am obviously shocked to know this as I find myself cheated. Why ask for the screenshot in the first place? 

I got a complaint raised immediately and have been told someone will call me in next 3 working days.

I am however reaching out to see if anyone else been through such a blatant denial by amex? And while I wait to be called back as a response to my complaint, what is my recourse should they continue to deny responsibility? Can I raise this to any other authority/regulator? 

Your responses are appreciated. 

WillPS

If you have proof of the offer when you signed up, and you've met all the terms (including the 2 year exclusion period!) you should find your complaint quickly upheld.

If not, go to the ombudsman and they'll make a determination. Unlikely to be in Amex's favour if you've met all the terms.

mandhan

Thanks WillPS. The only proof that I have is the screenshot from 28th October, the day I applied, which clearly shows the card and the new card member offer. Although there is no date as such on the screenshot. And I have never been an Amex customer before so exclusion doesn't apply.

Let's see how the complaint redressal call with them goes and I will take it from there. 

Largs

Im sure this was covered on the "Be clever with your cash" website recently.  Maybe have a look there.

DullGreyGuy

mandhan said:

Thanks WillPS. The only proof that I have is the screenshot from 28th October, the day I applied, which clearly shows the card and the new card member offer. Although there is no date as such on the screenshot. And I have never been an Amex customer before so exclusion doesn't apply.

Let's see how the complaint redressal call with them goes and I will take it from there. 

What is the screenshot of? A general advert or the webpage post your application which shows what they offered you? If an advert, was it on their own page or a third party?

Not explicitly with AmEx but certainly it is possible for you to apply for a card and for them to decide you arent eligible for the one you applied for but are eligible for an alternative card/offer and present that instead. I've had the same with another bank where I applied for a 24 month 0% BT card but after applying they offered a 18 month 0% BT card instead. Certainly with them there was no "sorry can't offer you that card but you can have this one instead" type messaging but instead it said the application had been accepted and only on reading the details did I spot the shorter interest free period. 

Unfortunately the WayBack machine is down at the moment so cannot see what the general page was showing on that date. 

Having said that, I did once receive a promo from AmEx for a particular card type that wasnt on their website, I applied for it, got in principle what looked like the card but it was earning cashback rather than MR. Initially when I spoke to them they said they didnt have any MR earning credit cards (back then they were all chargecards) but after putting the complaint in they "found" the offer, maintained it was my mistake but agreed to convert the card to the MR version.