AMERICAN EXPRESS COMPANY

2019-01-21

Ft Myers, FL

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: I opened up a Blue Business Plus Credit Card from American Express with a welcome-offer bonus of XXXX Membership rewards points after spending {$3000.00} within 90 days of account opening. The account was opened on XX/XX/XXXX and met the {$3000.00} minimum spend requirement on XX/XX/XXXX. I HAVE NEVER received the bonus, and when I first contacted American Express ... they told me the welcome offer was NEVER attached. I have contacted American Express on three separate occasions on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-01-21

Burlingame, CA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Can't close your account
Complaint: XXXX : Amex admitted that it LIED to me TWICE in a letter it sent me re : my orig CFPB complaint. XX/XX/XXXX : American Express has refused to honor the bonus promotion of XXXX XXXX miles when I opened a new XXXX Gold Amex card in XX/XX/XXXX pursuant to an AMEX solicitation to apply! I met the terms of the offer -- spend {$2000.00} within the first 3 mos for XXXX miles. By mid-XX/XX/XXXX, I spent $ 2500+. Thus, AMEX was supposed to credit my XXXX acct with XXXX miles. It never happened. Amex refuses to acknowledge this solicitation for my application w/o which I would NEVER have applied. On or around XXXX XX/XX/XXXX : I chatted online w/ Amex to inquire re : the status. See attached screenshot. Amex claimed to have opened a case to investigate the terms of the promotion and needed to be reviewed and it should take no longer than 6-8wk. Amex NEVER got back to me. I never received my XXXX bonus miles. AMEX now ADMITS that it LIED when it said it would investigate. AMEX has done NOTHING to compensate me for its LIES and BROKEN PROMISES On or around XX/XX/XXXX : I called Amex to close my account now that I was being charged {$95.00} for the annual fee. I inquired about the XXXX bonus miles. Amex confirmed that I met the terms for the promotion. XXXX XXXX Case ID Dispute XXXX. He put notes on acct. XXXX stated that he's also including {$95.00} annual fee in the dispute to be waived. I asked to change the card to one w/o an nonannual fee, but XXXX said that bonus miles might not be credited. I disagreed since I met the terms of the promotion a year ago and the fact that it hasn't been appropriately and timely credited shouldn't force me to keep my acct open now. But AMEX advised that I have to keep the card as XXXX Gold if I want to get the XXXX miles. My concern was that if I don't close the card within 30d of the annual fee charge, Amex won't ever credit it. XXXX assured me that it would be credited when the XXXX bonus miles are credited. I asked When should miles post? He said 6-8wk, but I should see it in less than month. XX/XX/XXXX : AMEX admits it LIED re : 1 ) the XXXX bonus, 2 ) that it would investigate in XX/XX/XXXX, 3 ) that it would investigate in XX/XX/XXXX, and now 4 ) my prediction is true : AMEX TRICKED me into keeping my acct open for this ALLEGED INVESTIGATION THAT IT NEVER DID and charged me a PRORATED annual fee WHEN I STOPPED USING THE CARD in XX/XX/XXXX and ONLY KEPT IT OPEN b/c AMEX PROMISED IT WOULD INVESTIGATE the bonus promotion. I have indisputable proof of AMEX 's promises that it can not deny! AMEX and its employees are DISHONEST, UNETHICAL, and LACK INTEGRITY. I will NOT PAY this fee which ONLY resulted b/c AMEX TRICKED me into keeping my acct open for an investigation it said it would conduct only to find that Amex NEVER did any investigation over a one-yr period. I foolishly TRUSTED AMEX but I won't be fooled again.
Company Response: Closed with explanation

Timely Response

2019-01-21

Mount Prospect, IL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-01-21

Discovery Bay, CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: I applied ( and was approved ) for the American Express Delta SkyMiles Blue Credit Card around XX/XX/2018. At that time, the sign-up bonus marketed online included XXXX SkyMiles after spending {$500.00} in the first three months, as well as {$50.00} statement credits for XXXX rides every month for the first six months. I called American Express on XX/XX/XXXX and filed a claim regarding this issue ; I never heard back. I then tried calling again on XX/XX/2018. The representative told me that the claim was found to be in my favor and that I should receive the sign-up bonus when my statement closed. I called back XXXX after the points were not transferred, and was told by the representative that they should be credited in XXXX after my XXXX billing cycle closed ; they were not credited. I then called American Express on XX/XX/XXXX to inquire on the status of the sign-up bonus ; the XXXX Skymiles were credited to my Delta SkyMiles account, but I did not receive the statement credits. I called again on XX/XX/XXXX, and they had no answer for me other than to wait 2-4 weeks for further investigation. I should be credited {$300.00} ( it's been about 6 billing cycles, and I've spent well over {$50.00} on XXXX rides each statement ). I have attached a screenshot of the website promoting the signup bonus, from the time I applied for the card.
Company Response: Closed with monetary relief

Timely Response

2019-01-20

Brooklyn, NY

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: American Express very recently charged me a {$450.00} annual fee on a credit card. They then closed the credit card ( which is wrongful as well ). I asked for a refund of the newly charged {$450.00} annual fee, but they have refused. The {$450.00} charge was made on XX/XX/XXXX. The card was closed by American Express on XX/XX/XXXX. They should not be permitted to steal {$450.00} from me. Thank you.
Company Response: Closed with monetary relief

Timely Response

2019-01-20

Brooklyn, NY

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: On XX/XX/XXXX, American Express charged me a XXXX annual fee on a credit card. On XX/XX/XXXX, American Express improperly closed the credit card but they have refused to refund my annual fee. They should not be permitted to steal from consumers like they are trying to steal from me.
Company Response: Closed with monetary relief

Timely Response

2019-01-20

Queens, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: XXXX XXXX XXXX has refused to abide by Federal Reserve Regulations and National Clearinghouse Rules to obtain authorization in order to convert my payment checks to ACH. I filed a complaint with CFPB before, to which the bank responded by letter to me that it would not follow the regulations. I have paid all my credit card bills in whole but the bank has refused to deposit them and has instead reported me owing then, totaling over {$20000.00}, ruining my good credit. I am again filing a new complaint with the CFPB and, considering the bank 's written refusal to abide by the regulations, if the CFPB does not fine the bank at this second complaint when the bank again refuses to abide by the federal regulations I am going to appeal the CFPB decision to the Federal Courts of Appeal and name the CFPB as a defendant, and seek Injunctive Relief and damages. Previous CFPB No. XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-20

Brooklyn, NY

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: I opened an American Express Gold Card late last year and was charged an annual fee of {$250.00}. I then accumulated XXXX membership rewards points. On XX/XX/2019, American Express wrongfully closed my account. They have refused to allow me to transfer my XXXX membership rewards points our of my membership rewards account. In addition, I had many more membership rewards points pending at the time of the wrongful closer or my account. Further, they have refused to refund my {$250.00} annual fee.
Company Response: Closed with monetary relief

Timely Response

2019-01-20

Lewisville, TX

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: American express has locked my Membership Rewards for more than 3 months for no reason. They deducted XXXX points from my account on XX/XX/XXXX for not reason.
Company Response: Closed with explanation

Timely Response

2019-01-20

Palos Park, IL

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: In XX/XX/2018, I responded to a public offer from American Express Ascend ( which also appeared on my account home page ) to receive XXXX bonus XXXX XXXX points, and applied for the card and received the credit card. In XX/XX/2018, I received a statement for the required {$95.00} fee for the use of the card and paid that amount by ACH. Additionally, I charged {$2000.00} on the card in XX/XX/2018 for which I was billed in early XX/XX/2018 ( and paid the that full amount via ACH in XX/XX/2018 ). -- for which I was supposed to have received a total of XXXX XXXX XXXX Points in my XXXX XXXX Account as per their offer. The total amount of XXXX XXXX Points owed to me is : XXXX. Twice I have contacted both American Express and XXXX XXXX regarding this issue and have received no response except that American Express referred me to XXXX XXXX for problem resolution. The XXXX points from their offer have not appeared in my account to this date.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-20

Nyc, NY

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Complaint: This is a follow-up to my previous multi-part complaint submitted on XX/XX/18. As I explained in that complaint, when buying some XXXX airline tickets on line, a popup invited me to apply for a XXXX XXXX XXXX card, with an offer of XXXX bonus miles and a {$200.00} airline ticket credit if the customer spends {$3000.00} within 3 months of card account opening. I complained that I did not receive these bonuses, that the advertising was unfair and deceptive, and that the company 's complaint process required me to keep calling back and strung me along for months. The American Express response XX/XX/18 addressed only 1 part of my complaint -- telling me that I did not receive these bonuses because I was a previous cardholder. The response was silent regarding the unfair and deceptive advertising to sell me this product. My complaint said that, while American Express had no intention of paying the bonus miles and airline ticket credit to customers who previously had the XXXX, they did not disclose this up front to the customer. This led me to apply for a Card for no benefit to me. I have recently received a Card offer from a competitor, XXXX, that states clearly in the advertisement the bonus eligibility requirements. Why didn't XXXX do this? It led to a lot of trouble and harm in my case. I purchased a ticket at a higher price than I thought I was paying ( due to not receiving the ticket credit of {$200.00} ), and caused another unnecessary credit inquiry. The response from American Express was also silent regarding my complaints about their cumbersome and unhelpful complaints process. Specifically, I said in my complaint that the company does not directly respond to customers who complain. Instead, we are told to wait 6-8 weeks and call in to find out the status of our complaint. I am attaching the XX/XX/18 American Express response documents for reference. Please kindly respond directly to these complaints. Thank you.
Company Response: Closed with explanation

Timely Response

2019-01-19

Atl, GA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with non-monetary relief

Timely Response

2019-01-19

Baltimore, MD

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-01-19

Reidsville, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with non-monetary relief

Timely Response

2019-01-19

Warrenton, VA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I entered into a contract with XXXX ( web development company ) and funded a contract with the amount of {$5400.00}. Due to outside circumstances ( delays, poor performance ) we canceled the contract on XXXX. This was consulted by XXXX dispute team and American Express. The balance of the contract was {$2700.00} which we tried to recover on XXXX and via American Express dispute. After multiple attempts XXXX advised moving to arbitration ( AAA ) with an additional fee of {$290.00} and after a call to American Express on XX/XX/2018, by the customer rep on a recorded call they said not to pay the arbitration cost and American Express will handle the dispute. On XX/XX/2018, I was notified that we lost the dispute citing that the other party on XXXX paid for their portion of the arbitration. The funds in total were distributed to the other party due to the American Express rep. American Express needs to consult the XX/XX/2018 call recording with XXXX where he states that we should not pay the {$290.00} arbitration fee. We seek American Express to credit our account in the amount of {$2700.00} as it was under their advice on a recorded call from XX/XX/2018, that we did not enter into arbitration thereby losing the money we had in our escrow account. This is evidenced by the recorded call and the letter attached from American Express dated XX/XX/2018. We have now opened three disputes with American Express. American Express acknowledged on a recorded call I am in possession of that the call from XX/XX/XXXX exists and to seek 3rd party legal help. Please see attached documents for timeline and resolution from American Express that we dispute. From the previous dispute, American Express acknowledges that they " found we could have more clearly explained how the dispute process works. We apologize for any misunderstanding you may have experienced as a result of this matter I am glad this is a {$2700.00} teachable moment for American Express. If this is such a misunderstanding why will they not release the call to the CFPB and or myself as stated here, " Phone call recordings and/or transcripts, if available, are business records of American Express that can only be provided in response to a lawfully issued subpoena. " American Express knows that they offered the wrong advise even when point blank asking if we should pay the arbitration fee, they then said no on several calls not just the XX/XX/XXXX call. I have been a customer for 14 years, you lost me and everyone I know now.
Company Response: Closed with explanation

Timely Response

2019-01-19

Everett, WA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Problem getting a working replacement card
Complaint: I've had severe issues with American Express for quite a while now. For one, a majority of these issues stem from me being on XXXX XXXX with the military and American Express 's inability to honor my SCRA benefits. To make matters worse, my whole family is one of American Express 's largest cardholders and spenders. At least 12 of my immediate family members have platinum cards and 6 of our grandparents hold Centurion Black cards and/or are authorized users of the cards. While we may not spend more than per say the XXXX of XXXX XXXX, its fair to say that our family has made at least XXXX of dollars of payments through our respective American Express cards in the last twenty years.The only reason I am bringing this up is because American Express typically realizes this and has phenomenal service. However, as a cardmember, I have experienced horrendous treatment and a literal cycle of XXXX dealing with outsourced teams in the Responsible Lending Action Team. Let 's start briefly. I had severe identity theft since XXXX after being robbed abroad. A majority of aforementioned issues were taken care of, however, after being on XXXX XXXX since XXXX there have been a great number of additional issues. In late XXXX I applied for a Platinum American Express card as I got rid of my previous American Express cards earlier in the year. I have been an authorized user of my father 's Platinum Card and I wanted my own, as the Platinum department has MUCH better customer service and client relationships than does the regular American Express cards. I applied for my own platinum card via the CardMatch tool and there was an offer for XXXX+ points. I said yes and got approved instantly. Great. Only issue is I NEVER received the card. I came back for 10 days of leave during the holidays and received two emails from American Express notifying my account was to be closed. I called and asked why and long story short someone applied for a different card in my name months earlier. Because that account was insufficient, they closed all other accounts linked via my social security number. I called immediately during my free time and spoke with a very kind woman by the name of XXXX in the XXXX XXXX, FL Platinum Department ( ID XXXX ) on XX/XX/XXXX. I explained the full situation to XXXX who apologized and did all she could to have my platinum card reinstated. XXXX talked to her senior manager to have the platinum card reinstated, and he reached out to the team that denied the request, the RLA, and she told me that it would be a two day response time to get my card reactivated. She provided me the RLA 's direct contact number : XXXX. She then called me back thirty minutes later and initiated a 3 way call with the RLA supervisor, XXXX, and herself at XXXX XXXX PST on XX/XX/XXXX. The lines are all recorded and XXXX verified with both me and XXXX that my card will be reinstated but they just need some information from me. The other card ( not the platinum ) got linked to my checking account and unauthorized charges were coming out of the account. They requested that I provide my banks information ( XXXX XXXX ) on an official letterhead that the account was compromised with the American Express charges and both XXXX and XXXX said they were looking for the letter to state, " they are looking into a situation in which my bank account was compromised due to fraud or identity theft and saying, " hey we know that there is something going on here and we are looking into it. '' I went into XXXX XXXX and we had someone in Headquarters ( Washington, DC ) write a letter stating this. I faxed this into the RLA and CBR ( XXXX ), as well as used the Amex DocUpload website. However, since I never received the Platinum Card, I was told to just write my full name, full account number, reason I was sending in the fax including account reinstatement request, number of pages and a cover note. And since I didn't receive the card I was told to mention the last 5, XXXX, referencing the current platinum card number that I am an authorized user on ( XXXX XXXX XXXX ). Great, everything was going to be fixed within SEVENTY TWO HOURS, as promised to me by XXXX and XXXX in the RLA. I called in, a week later only to find out I had been lied to. For one, THEY NEVER RECEIVED THE DOCUMENTS. Those sensitive documents with my bank, identification and social were all lost by the CBR and American Express because they can't find my account! No one could pull up the platinum card account and I didn't know what the number was either! It was a cancelled account and no one could find it! A week later they were able to allow me access to the card number and account and I put that onto the documents and uploaded it. It spiraled out of control from here. I spoke to XXXX on XX/XX/XXXX at XXXX PST that confirmed once the documents were received my card request for reinstatement would be included and it would take a week or so from there to receive my card. I had now missed out on purchasing gifts for family and friends and gone the holidays without my platinum card. I called the platinum department on XX/XX/XXXX and spoke to a supervisor named XXXX who agreed this was ridiculous and tried calling the RLA but they were closed. Interesting since the RLA is open 24/7. I called on the other line and instantly connected XXXX with the RLA team. XXXX had lied to me and said " oh the number I called said they were closed. '' The RLA now had all the documents I uploaded and that they had requested and still refused to reinstate the account because now they wanted documents from XXXX! I hadn't had a XXXX checking account since XX/XX/XXXX. I switched to XXXX XXXX due to identity theft concerns and wanted a secure military banking facility. My XXXX accounts were all closed at my request and in good standing. What could American Express want from XXXX? The RLA agent was incredibly rude on the phone to me and said he'd prefer to speak to the Platinum Supervisor. Ok, why? I said he was speaking a bit too rude and we got transferred to XXXX his supervisor at XXXX PST on XX/XX/XXXX. They said that there was a RETURNED PAYMENT FOR {$19.00} on XX/XX/XXXX. Are you serious! I closed my accounts at the end of XXXX, and previous automatic payments from my old American Express cards closed out in XX/XX/XXXX/XX/XX/XXXX were in good standing and linked via Auto Pay to that XXXX account. XXXX confirmed that the payment for {$19.00} had been paid already and that all my American Express accounts were in good standing. It's a bit humorous that the RLA will not reinstate an account due to a 7 month old bank account and for such a paltry amount of {$19.00} when we were just considering paying {$500000.00} upfront for the Black Centurion card. XXXX said " Everything looks good on my end and your spending and accounts up to date an on time payments so I don't know what their issue is. '' So then I had to find a way to get in touch with XXXX, per XXXX 's request and the RLA, to write ANOTHER additional letter for them explaining that my XXXX account was closed. Do you know how difficult this is when I am in XXXX and there is not one XXXX branch in Washington state? XXXX told me he was going to try to reinstate my card but could not because the RLA had their hands on it, and that I should write to headquarters to get significant compensation for my time and the agony that they gave to me and my family during the holidays. The lies and misinformation that they kept telling me on repeat were just insane. I fight for this country, and during my brief time I get to spend with my family on leave I probably talked with American Express every day for at least 1-2 hours a day. I got transferred to another supervisor by the name of XXXX on XX/XX/XXXX. The XXXX letter she had was not good enough and instead she requested that I get a letter that states " Because of the identity theft and the account has been closed and it is not your mistake. '' It's very hard to understand what exactly the RLA wants and needs, as it is my understanding the RLA is outsourced to a foreign country and their English is not 100 % comprehensible some of the time. XXXX said she was going to do her best to expedite my request to get the account reinstated once she got the correct documents, which I had to again call and ask to have them expedite over to me. I spoke to her daily. On XXXX, XXXX XXXX XXXX, on XXXX XXXX, it just didn't end. She requested more and more time after I had been promised on the XX/XX/XXXX that it would only take 72 hours. I gave her a week. She promised to call me back multiple times and never did. They are on a recorded line, correct? So you can trace each call to verify what they said to me. XXXX is the one who promised to have everything reinstated within 72 hours. This got way too complicated with way too many people involved. On XX/XX/XXXX I left back to the military on orders. I did have intermittent phone access though in the meantime. I spoke to XXXX again on XX/XX/XXXX at XXXX PST. XXXX told me that after trying to get my card reinstated, they could not as the back office refused to do so and was not giving a proper reason for closing the account. She urged me to apply for a new card. Why would I apply for a new card and get my credit pulled again after all this? I froze my credit to prevent any unauthorized applications going through from this point forward and I didn't want a closed account on my credit bureau record and another hard inquiry -- it just doesn't look good. I asked to speak to someone higher and she said she was as high as she could go. I knew that wasn't true and asked again. She tried putting me with the " Superior Manager '' who was unavailable. I then asked what a good address was to serve legal papers to have American Express sued in court in regards to all of this, especially being lied to. She then transferred me to XXXX the Superior Manager who she couldn't initially transfer me to. XXXX talked over me and said the back office couldn't do anything. After pleading my case, as I did above, mentioning my family 's history he thought I was trying to reactivate my Gold and Platinum XXXX cards that I haven't had since XX/XX/XXXX. No! I could care less about those cards. I just wanted my platinum card. He said that because my Gold and Platinum cards were ineligible for reinstatement as there had been " more than 3 months '' that I couldn't reinstate them. However, I didn't want those! If the platinum card was opened in XXXX/ XXXX then it hadn't been 3 months and I wanted them back especially since it got cancelled in XXXX! There were so many inconsistencies that the RLA nor back office understood! I did EVERY single thing that the platinum supervisors recommended me to do. I also did everything the RLA asked me to do. I have perfect payment history and status with everything. It's not my fault I have had severe identity theft since XXXX! My credit is frozen and i've taken the steps I needed to take to lockdown my finances so nothing big happens again, including requesting to have my SSN changed. XXXX said he would do his best to escalate this higher to have it reinstated and would get back to me within 3 days. He talked over me and it was clear that there were more inconsistencies with his story and that he was just trying to get rid of me. XXXX said " do not talk to anyone else in the RLA, just me from here on out and I will work with you to get this reinstated. '' So I called the Platinum Department again and got transferred to Ms. XXXX XXXX who is also in XXXX XXXX and is a Platinum Supervisor. She said that she knew Ms. XXXX and was going to do her best to get my card reinstated. She called the RLA and spoke briefly with XXXX who said he's requesting 3 days to work on my account. She verified that she too would provide me with points and extra compensation after this was resolved. She said there were errors in trying to get the RLA to understand this complicated case. So 3 days go by, I call the XXXX back and XXXX is not there. I called again in 2 more days. He's STILL not there and is on " emergency family leave '' a week after he promised to help me. I spoke to someone in his place Mr. XXXX XXXX at XXXX PST on XX/XX/XXXX, XXXX 's manager ( when I was told XXXX was the supervisor and XXXX was as high as they could go ). And XXXX said he will work with this and get back to me within 24 hours. Again yelling at me and talking over to me to just give him 24 hours. OK, fine. He promised to call me back. The following day it had been about 29 hours, I called the RLA to speak to Mr. XXXX. Which was today. Mr. XXXX said " so sorry I didn't call you back '' ( which was the typical excuse of the RLA ). Mr. XXXX stated to give him more time to another supervisor. I said no because he promised within 24 hours and I HAVE BEEN DEALING WITH THIS FOR A MONTH NOW. Mr. XXXX said he'd call me within an hour or two. An hour or two passes by and guess what. He didn't call back. I called them after two hours and Mr. XXXX who said he'd be taking over the case, DIDN'T! He said " you know what XXXX is actually back today so you can talk to him. '' SERIOUSLY! I KEEP GETTING TOSSED AROUND. XXXX just told me " sorry your request unfortunately was not approved with the CBR despite all the documents you put in. I will have a talk with XXXX about promising your reinstatement. '' Everyone 's trying to backpeddle on what they said and promised. I was lied to and tossed around for over a month with the RLA and American Express. Are we not the valued cardmembers you so claim to love? This kind of treatment, to a Centurion Black member, a platinum member or even a XXXX Blue Bird cash member is unacceptable. If you're going to promise a cardmember certain things to resolve severe issues, and then just create more of a XXXX for him or her, well you should honor exactly what you said. Ms. XXXX and XXXX the supervisors said there was someone in the platinum department who would be able to reinstate my card and that there was a way to go over the RLA. They said they would have that team member contact me, but I never received a call. XXXX said it wasn't ok if platinum supervisors said they'd call me back -- well they didn't! And this happened on numerous occasions. They did say that the Executive Office does have the power to fix and remedy ALL situations. In total, over the last month, I've invested over 120+ hours dealing with American Express on the phone and requesting documents from across the nation to get my card reinstated. This behavior is unacceptable and is not right to do to anyone. I had no card during the holidays and spent my holidays fighting with your backend team who got nothing resolved nor done, they apparently didn't understand a majority of the requests coming from me or the Platinum Department either. I caved into everyone 's requests today and applied for a new Platinum card via the phone. I got rejected because 1. ) my credit is frozen and 2. ) It won't give me a card because your system thinks that I STILL HAVE THE CARD and " Can't issue new cards to cardmembers that still have this card, as your application was approved within the last few months. '' It showed as " application cancelled. '' Seriously? Another 3 hours of my day GONE. At least your customer service agents are getting paid for theres! If my father or my grandfather had to endure this, it would have been a lot worse. I am much nicer than the two of them and i'm sure you've experienced the wrath of both of them. This is a violation of SCRA benefits for XXXX XXXX military members aside from various federal regulations. This is my last attempt to deal with the Executive Office and American Express. I apologize for the tone of the email, but I tried being as respectful as possible over the years and over the last MONTH dealing with your company. I truly loved being an American Express cardmember, however, the treatment I've endured thus far is insane. I got an address to send legal documents to : Executive Offices American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX I would like to resolve this situation amicably, however, if I do not hear from anyone in time, I will be filing. Thank you. On another note : Also, briefly, I would like to mention a major issue with your Centurion Lounge in XXXX airport in XXXX. If you read the XXXX Reviews and XXXX review you will see that there are very rude people that are working the front desk and causing a lot of commotion for frequent travelers. On my last interaction with the supervisor, XXXX, there was a lot of screaming and yelling because this was about the 12th time that I had bit my tongue not saying anything due to his inappropriateness and rudeness in dealing with me and other card members trying to check in. I love the other woman who works there, XXXX, who apologized that she would've let me into the lounge, however, XXXX was putting his foot down attempting to discriminate against either me or my clothing -- and he is her supervisor. I believe I already lodged a formal complaint with the platinum department, but before I complained I checked XXXX and XXXX Reviews to see if there was any other additional information in regards to this lounge and maybe if it was just me. You have nearly 100 reviews and a one star on both platforms. I would implore you to quickly handle the situation as you know that XXXX is one of the fastest growing hubs in the world and it attracts very wealthy people now. Very wealthy people = more platinum members and Centurion black card holders visiting the lounge. He is not representing your lounge appropriately.
Company Response: Closed with explanation

Timely Response

2019-01-18

MN

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: -XX/XX/XXXX I opened a Gold Delta credit card. -I used it in XX/XX/XXXX for the amount of {$160.00} -XX/XX/XXXX I received a statement with balance of {$200.00}, includes a late fee of {$35.00} and interest of {$2.00}. I let them know no statement was received and I requested to remove the charges. Customer service specialist request permit to his supervisor and it was authorized then I proceeded to pay the balance in full by phone XX/XX/XXXX and to close the account. Specialist offered to me other card options and I said no for now. And then he said your balance is XXXX and the card is close. - In XXXX XX/XX/XXXX I received another statement and it shows a new balance of {$35.00}. I called immediately and they apologized and said I dont need to pay it because it was their mistake and they will remove it. I said to the customer service representative for my tranquility I need to receive a paper with shows the XXXX balance and that the account is closed. - I received in XX/XX/XXXX the receipt with zero balance. - XX/XX/XXXX I received one statement with new balance of {$95.00} and stated that in XXXX my account has a total fees of {$60.00}. - I called XX/XX/XXXX and talked with XXXX about why if this account was closed and I received a XXXX balance receipt, I am getting charges. He apologized said because the account wasnt closed and I dont be worried about this, it was a mistake and the balance is removed. XXXX I called and finally I can contact a Spanish representative and XXXX said the fee was reversed and the account is closed. No problem and worries for me in the future.He did the process with his supervisor. And said in 72 hours is reflected in my balance with them. - XX/XX/XXXX I received another statement with the balance of {$95.00} again. - I called XX/XX/XXXX and I talked with XXXX and his attitude was very different than previous representatives and said I need to pay this balance. I explained all the process again and said it was a mistake of whom removed it you need to pay the {$95.00} because is the annual fee and he can not do more for me. Finally he released after my constantly questions. I only see that in XX/XX/XXXX you were transferred to the XXXX line, I said ok check the notes and you can realize what happens, He said sorry I can not help you with this problem, you need to pay. I asked to transfer with a supervisor and said there is not a supervisor available, I said I can wait on the line and said you need to call tomorrow because its not a supervisor in the floor. -XX/XX/XXXX I called and asked for a supervisor to talk about my case and let me in hold for a long time and hung up the call. I can not call back again because it was at my lunch break. - I sent a letter and never received an answer. And they continue harassing me sending every month the same statement.
Company Response: Closed with monetary relief

Timely Response

2019-01-18

San Francisco, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Closed with monetary relief

Timely Response

2019-01-18

Lawrenceville, GA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-01-18

Bronx, NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2019-01-18

Golconda, NV

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Complaint: I bought the card at XXXX it wouldnt work, I went back to XXXX they called american express/XXXX XXXX spoke with someone there gave them the number of the card and gave them the las 4 of my social security, my mail. said there was {$500.00} 0n the card.I left went to choice wireless. When i got home i couldnt find the card. I called serve and got some stupid person on the phone couldnt help me I ask to speak to a mgr. I got a lady named XXXX. I gaver her my social security last 4 and email address. she said their was XXXX on the card and put a block on it. She gave me a fax number to fax my XXXX reciept acopy of package the serve card came in then call back and give them a physical address beause they don't except P.O. Boxes. I called back got some guy on the phone with half.he said a new card has been made for XXXX, NV I tried to give him a physical address and he kept asking me for a pin # Which I don't have then he hung up on me. I have tried calling back and all i get is automated garbage was never able to speak to anyone.I want my money I have bills I have to pay.
Company Response: Closed with explanation

Timely Response

2019-01-18

Scottsdale, AZ

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Complaint: I received a credit card offer from American Express on XX/XX/2019. It was adressed to my XXXX year old daughter with Mr. in front of her name.
Company Response: Closed with explanation

Timely Response

2019-01-17

Wonder Lake, IL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Complaint: I called and spoke with a women representative early in the day before XXXX CST, around the XXXX. I was unable to resolve my issue with the representative about my login to my account issue. I tried to reset my account and my set up answer and password were not recognized. The BlueBird.com ( AMEX Corp ) representative told me she could not give me information over the phone even if she was directly speaking with me. It is very frustrating that my account username : XXXX could not login to add funds as a preferred than going to XXXX to add money. I intended to add only {$2.00} to test the card out to see if this Blue Bird prepaid card/account would work for me. So far, it seems very inconvenient, as I had hoped. Should my issue not be resolved with online account login and my original password and answer to my account security question can't be reset, it seems I wont be able to use BlueBird prepaid card and simply use a local bank.
Company Response: Closed with explanation

Timely Response

2019-01-17

Katonah, NY

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Overcharged for something you did purchase with the card
Complaint: I attempted to purchase tickets to the opera from XXXX. I thought I purchased two tickets totaling {$650.00}. When I printed the receipt and the tickets I discovered two problems. First the price I was charged was {$920.00}. Also the name on the tickets were not my name but the name of a different person and the price on the tickets was {$190.00} each. I attempted to contact the company by phone but was unable to reach anyone. I sent a few e-mails stating that I would not try to attend an event with tickets that were not in my name and wanted either tickets with my name for the price I agreed to pay or a refund. They responded that they were a third party seller and that there were no refunds and that this was the standard in the trade. I then contacted my credit card company American Express and they agreed to suspend the charge and would investigate. This would take approximately 6 weeks. It is quite disturbing to me that these actions are allowed. No where on the purchase site does it say that they are a third party seller and that the price and the names on the tickets would be different that my purchase. I never attended the opera and did not use the tickets. I informed them of my actions and intentions before the date of the show to give them time to resell the tickets but they refused to cooperate. This type of business should be closed down. It is totally misleading and deceptive to the public. I also purchased cancellation insurance on the same site from XXXX and this also was a scam. I contacted them and they told me it was not covered. Seems like birds of a feather flock together.
Company Response: Closed with explanation

Timely Response

2019-01-17

Springfield, NJ

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: Amex card has not updated my balance which is XXXX $ with the credit bureaus.
Company Response: Closed with explanation

Timely Response