After receiving her first Delta American Express Gold Card, Anita Livanec is wondering if Amex can add two plus two — or $50 plus $50.
Livanec was offered a $100 credit for signing up for the Delta American Express Gold Card and 30,000 miles after making $1,000 of purchases with the card. But when she responded to the offer, she was issued only a $50 credit. Livanec wants to know: Where’s the other $50 she was promised?
Livanec’s case underscores the importance of keeping documentation, such as screenshots with dates, of any offer to which you respond. Without it, you have no leverage if the company making the offer refuses to honor it.
When Livanec’s application for the Delta Gold Card was approved, she was issued a temporary card number, which she used to book two tickets to Savannah, Ga. Livanec’s first statement from American Express for the Gold Card should have contained a $100 credit. But the credit was only $50.
Says Livanec, “I feel like this was a bait-and-switch scam.”
Livanec contacted Delta to inform them that the credit in her statement was the wrong amount. Delta’s representative told her she would have to call American Express. Livanec then called and chatted with Amex employees, who told her to call Delta and that the offer to which she responded was not the current promotion for the Delta Gold Card. She also emailed an Amex executive, who did not respond to her inquiry.
“All of my calls seemed very unimportant to them,” says Livanec. “I’ve read all of the fine print and I can’t understand why I’m not getting the full $100 statement credit. The offer I used is still on Delta’s website! And yet they tell me that’s not the current offer available.”
So what was up with the missing $50 credit?
A problem with Livanec’s case is that because Livanec didn’t save any screenshots or other documentation of the offer that day or of her application for the card, we don’t know the actual terms of the offer to which she responded, leaving us — and her — without leverage against American Express.
After our advocates contacted Amex, Livanec heard from an Amex employee who told her that the screenshots Livanec had submitted to support her claim weren’t for the day she actually signed up for the card — which Livanec acknowledged to us. This discrepancy notwithstanding, Amex’s employee told Livanec that the company would offer her an additional $50 credit as “a gesture of good customer service.”
But three weeks later, Livanec was still waiting for the credit. She tried to call the Amex employee to whom she had spoken, but could only reach her voicemail. Nor could she reach anyone at American Express by email to request that the company honor this promise. “I’m losing hope of ever getting my credit and feel totally scammed,” claims Livanec.
And our advocates had no better luck than Livanec. Nobody at American Express responded to our contacts.
While we don’t know if Livanec will ever receive her credit, we can warn other consumers to retain all documentation when responding to an offer. Otherwise, you may not receive whatever the company promised you — and, like Livanec, you may find your situation classified as a Case Dismissed.
Update: Livanec has informed us that she has received the credit from American Express.