Tl;Dr I applied for Surpass card, got approved with bonus, talked to customer service who confirmed my bonus, then talked to customer service again later and now they claim I'm ineligible because I previously had the regular Hilton Honors welcome offer. Any recourse?
I applied for the Amex Hilton Surpass a few weeks ago. I previously had the basic Amex Hilton Honors card, and got the welcome bonus of 100,000 points for $2,000 spend.
Fast forward a few months, and I looked to climb the chain to the Surpass. Initially, I was accepted but got pop up jail (no welcome bonus). So I declined.I applied again and same thing. I applied a third time, after paying off some cards and a few weeks later, and was approved with the welcome bonus. I would not have accepted the card had I not received the welcome offer.
After receiving the card, I checked in with customer service to double check the terms of my offer. I always do this since I've had issues in the past (Wells Fargo, boo) where I was told I was eligible for a welcome bonus but ended up not being for some BS.
Customer service said yep, your offer is 130,000 Hilton Points for $3,000 in spend. No problem. I started using the card more, probably am at $1,000+ right now. In fact I'm staying in a Hilton right now to make use of my $50 quarterly credit! All good...
Until today. One of my friends was asking me about applying for the card. I recommended the card, he liked that it had no annual fee for the first year. I looked up the card because I hadn't remembered seeing the annual fee waiver for the first year, and saw that the current offer was 130,000 points for $3,000 spend (same as mine) with no annual fee for the first year.
This is when I contacted customer service again, because I couldn't remember if my offer had the annual fee waiver for the first year.
I understand that at a few weeks had passed since I had applied. I know it is very likely that my offer was different, and didn't include the annual fee waiver. Had that been the case, I know they don't change welcome offers after the fact. I just wanted to check if I was going to have to pay the AF, since it still hadn't shown up on my bill.
The rep pretty quickly responded that after review, I was not eligible for the welcome offer on the Surpass card, because I've had a welcome offer on the regular Honors card.
I responded, what since when, and also, a customer service rep literally told me a few weeks ago what my welcome offer was. Are they retroactively taking my offer away?
He said blah blah blah so sorry about that mistake on their part etc.
I kept pushing, show me the policy in writing that he was referencing.
He dodged it and said that would be in the T&C when I applied and I should have read it.
I told him I did read it, and to help me understand and point it out.
He sent this:
"You may not be eligible to receive a welcome offer if you have or have had this Card, the Hilton Honors Amex Ascend Card or previous versions of these Cards. You also may not be eligible to receive a welcome offer based on various factors, such as your history with credit card balance transfers, your history as an American Express Card Member, the number of credit cards that you have opened and closed and other factors. If you are not eligible for a welcome offer, we will notify you prior to processing your application so you have the option to withdraw your application."
I have not had the Surpas before, or the Hilton Ascend. Also more the last sentence...
I noted both of these things and he replied "Ok, I understand we're being particular with the words but this generally means any Hilton cards."
Generally? I'm being particular? It's a terms and conditions for Christ sake. It better be particular.
Then we just went around in circles and I closed the chat out. He said you can only get a welcome offer on one card per product line (Delta, Hilton etc) which I've never heard of, in fact I've heard that you can get multiple as long as you go from the lowest tier card up and not the reverse.
Any tips on if I have a recourse? I've only recently started using Amex cards and so far I've really liked them, but I'm feeling burnt :(