AMERICAN EXPRESS COMPANY

2019-01-17

San Mateo, 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: On XX/XX/2018, I saw an an AMEX ( America Express ) ad targeted for me Earn XXXX Membership Points after spending {$2000.00} in 92 days After signing up the credit card and meeting the spending requirements, the sign up bonus is not issued. I contacted customer support and was then informed that my sign up bonus is declined. I am not aware of this situation until fulfilling the {$2000.00} spending requirement.
Company Response: Closed with explanation

Timely Response

2019-01-17

Miami, 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
Company Response: Closed with explanation

Timely Response

2019-01-17

Franklin Lks, NJ

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: On XX/XX/2019 I attempted to apply for the American Express Delta Gold card with a promotional offer of XXXX advertised on XXXX. Once clicking, I was routed to American Express 's website where I received a system error on American Express 's side. I called and was told they could not find any offers. I then XXXX at American Express and was given another phone number to call. At that time I was able to apply on the phone. I gave the customer service all of my information, and the account was instantly approved. 5 days later I received my card with a {$1000.00} limit. I then called to find out why I received such a low limit yet was instantly approved and stated that there must be a mistaken given my high credit attributes and high income. I received a credit report from XXXX using XXXX XXXX only a few days before applying which showed a XXXX score, and stating that my credit was better than 76 % of the US. Given the oddity of this I asked if there was a mistake, however after being transferred 4 times I was told that no one could explain the result or if a mistake had been made, but that I could request a limit increase which would require another credit inquiry. I ask, in the span of 5 days, why would I need to risk damaging my credit twice in order to receive an accurate credit line or explanation commensurate to my attributes. As a final point, if the offer to receive XXXX requires a $ XXXX spend in 3 months, wouldn't it make sense that the limit be atleast {$2000.00} ... forget the fact that a family of XXXX couldn't get anywhere in the world and back for {$1000.00}.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-17

Wonder Lake, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: I was a victim of identity theft in XX/XX/XXXX and XX/XX/XXXX. I was working with a company through XXXX. The company was named XXXX XXXX. They had an FBI agent come to our house and pick up packages we had not ordered and take information from us. XXXX XXXX told us to pay the amount on our credit cards that we owed and not pay the fraud charges. American Express said since we paid anything that means we are responsible for everything. XXXX XXXX said they had settled everything but would not send us any paperwork. Now American Express claims I owe {$21000.00}. Most of these charges were made out of state. My wife is XXXX and I am XXXX years old. We never travel anywhere. I have called XXXX XXXX several times. They are no longer associated with XXXX. They claim they do not keep any records. They will not help at all. In XX/XX/XXXX I spoke with the fraud department of American Express several times. Although they said they were looking into it, nothing was settled. I need help because I do not owe this money. I thought this had been settled 2 years ago. I have filed a police report
Company Response: Closed with non-monetary relief

Timely Response

2019-01-17

Brentwood, TN

Other features, terms, or problems

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

Other problem
Complaint: I had an open Complaint with CFPB XXXX, it was closed when American Express sent a letter with no resolution? The letter response to above complaint has American Express admit that they failed to initiate the proper fraud investigation on XX/XX/XXXX when I called the fraud department. American Express also admits that they never that the fraudulent debited monies from my personal checking account was to be returned XX/XX/XXXX email. The made an error and forgot to do this. I had placed many calls about this and was assured it would be taken care of it. After 15 months it is still not resolved. I will not closed out my complaint until American Express returns the {$8000.00} taken from my account by American Express. Dear XXXX XXXX, As a member of American Express since XX/XX/XXXX, I never had a company admit fault in their handling of procedures and not help or rectify the issue or mistakes. American Express admits they failed to initiate a fraud investigation on XX/XX/XXXX when I spoke directly to the Fraud department in a panic as my card was being charged in XXXX for over {$120000.00} dollars. American Express admits in an Email letter on XX/XX/XXXX that the fraudulent debited monies from my personal checking account was never credited back and it was an error on American Express part. All this should have been handled at the time. After my phone call from your former CEO office, I was told I would receive assurances that my issues would be addressed and my {$8000.00} be returned. I was to have follow up on how all this was mis-handled by American Express. The {$150.00} token credit was given for my troubles. I never received any more correspondence or answers from this office. Your letter is an insult to my troubles caused by American Express and the response from American Express is sorry for any trouble we caused you and you have to deal with it on my own? American Express needs to return the {$8000.00} that they fail to handle when it was brought up immediately by me. I will contact an attorney if need to. Clearly your letters admit fault. As for the so call emails sent to me, all legal correspondence from American Express was always sent to me in letter form. The emails I receive are only a message to log on to my account to retrieve a message. Does your office know that since my account was closed and I received three different sets of cards since the breach, every time I logged on, I had a message my account inactive closed. I was unable to see any messages. The response to CFPB from American Express is an insult to me and clearly shows deep issues at American Express Fraud protection services.
Company Response: Closed with monetary relief

Timely Response

2019-01-16

Winston Salem, NC

Fees or interest

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

Charged too much interest
Complaint: I received my XX/XX/XXXX statement from American Express and paid the balance of {$7300.00} in full and on time. I opened my XX/XX/XXXX statement expecting to see a XXXX balance - instead, there was an interest charge of {$60.00}!! I had made no additional purchases, which was confirmed on the statement. I called American Express XX/XX/XXXX and inquired how could I be charged interest on a XXXX balance? The CSR stated it was trailing interest and I would be charged a late fee if not paid. I specifically asked if I would receive a statement with a XXXX balance and I was told yes, and I mailed the payment, on time. Today is XXXX-19 and I have not received a XXXX balance statement. First of all, I can not believe it is legal to charge interest on a XXXX balance. Secondly, American Express has habitually failed to mail my statements and I have called multiple times over the past 2 years having to request statements. I don't believe American Express is operating in good faith. It seems to me they are deceptive charging interest on a XXXX balance AND they don't mail statements - which may be to generate late fees. I'm sure collectively, I have spent hours on the phone to request statements. By the way, I never made a late payment, ever.
Company Response: Closed with explanation

Timely Response

2019-01-16

San Francisco, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Company Response: Closed with explanation

Timely Response

2019-01-16

Encino, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-16

Key Biscayne, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I went to a dealer to see some cars and the y run My Credit to Many times and shows there that i have some Credit card that i never have before
Company Response: Closed with explanation

Timely Response

2019-01-16

Cleveland, OH

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-01-16

Nyc, NY

Fees or interest

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

Problem with fees
Complaint: I am writing to you to explain an unfortunate experience with American Express ( AmEx ), the company with which I have a charge card for business purposes through my employer. The full description of the events appears in a PDF attachment to this online form. In summary, AmEx overcharged my account for several hundred dollars of late fees, refused to explain the reasoning and / or calculations behind the amount of fees charged, repeatedly gave me false information about my account, and in the end refused to credit any amount of the fees back, in spite of a representative admitting that they were incorrectly applied. I have spent many hours attempting to work through this issue with AmEx but am at a point where I think I need to bring in some external help. Ive summarized my request at the end of the email, but in summary, I am asking for AmEx to make me whole for the time and money Ive spent trying to resolve this debacle, by refunding me for {$410.00} in charges ( detailed further below ), plus some amount of damages for the 35+ hours Ive spent with AmEx representatives trying to get to a satisfactory resolution here. Many thanks for you help in advance. -- -- -- -- -- -- -- -- -- -- -- -- - Sequence of Events : - XX/XX/XXXX : I booked a ticket to XXXX flight totaling {$5100.00} for an upcoming business trip scheduled for XX/XX/XXXX. The charge was billed to my corporate AmEx card. - XX/XX/XXXX : My travel plans changed very close to the flight, and I requested a refund of the flight ( minus a {$100.00} change fee ). This amount was due to be paid off on my card on my statement closing date of XX/XX/XXXX. However, the refund took a while to be processed by the travel company and was ultimately received on XX/XX/XXXX, bringing my account into a 15-day grace period ending on XX/XX/XXXX. - XX/XX/XXXX : When a payment was ultimately made on my account on XX/XX/XXXX of {$810.00}, my account was brought past the 15-day grace period ending on XX/XX/XXXX, bringing my account into a >45-day past-due state. - XX/XX/XXXX : A late fee of {$39.00} was charged by AmEx to my account. - XX/XX/XXXX : When I realized what had happened, I called AmEx to explain the situation and spoke to a very helpful and understanding AmEx customer service representative, who told me that the late fee would be waived given the circumstances. My employer continued to pay my ongoing charges on a regular schedule ( less the {$39.00} late fee, which was supposed to have been waived ). - XX/XX/XXXX : A late fee of {$39.00} and a delinquency charge of {$280.00} were charged to my account. A payment of {$11000.00} that my employer was processing to AmEx ultimately cleared on the next day, on XX/XX/XXXX. - XX/XX/XXXX : The first late payment fee of {$39.00} was finally waived and processed on my account. Summary of Calls to AmEx : - Late XX/XX/XXXX : I was surprised and alarmed to receive the charges on XX/XX/XXXX. When I realized the issue, I called AmEx in order to seek out an explanation. I explained the situation and was transferred multiple times. One of the representatives I spoke to ( Representative # 1 ) said that she did not have access to the information behind the new charges on my account and couldnt ( or wasnt allowed to ) explain them. I ended up being transferred to her manager ( Manager # 1 ), who stated that the charges couldnt be reversed, even though I had already received a waiver of the first late payment charge. Rather than listening to my reasoning and answering my questions, she lectured me about paying my charges on time and implied that the situation was my fault, in a tone that felt very condescending and unwarranted. When I expressed my concern that I was being charged an outsized delinquency fee due to a lingering {$39.00} unpaid late fee ( which had still not been reimbursed by AmEx ), she stated in no uncertain terms that American Express never charges late fees on late fees. I ended up needing to end the call in order to get back to work, although my questions had been unanswered. This series of conversations was very frustrating and also a bit unnerving ; it felt as if the customer service representatives either had the wrong information or had been instructed not to provide further information on certain account details ( for example, a representative who told me that she wasnt allowed to share certain details around my account which subsequent representatives were able to ( see below ) ). I spent nearly 2 hours on the phone throughout these first conversations. - Late XX/XX/XXXX ( continued ) : The same evening ( or perhaps the next evening ), I called AmEx again from home, again seeking a suitable explanation of the charges. I had already printed all of my recent monthly statements and was looking for someone to walk me through them so I could understand what had happened ( as well as audit / identify a mistake if necessary ). The first representative I spoke to ( Representative # 2 ) pushed back on the idea of explaining any of my charges, again stating ( as Representatives # 1 had ) that they did not have the authority or the systems access to see the charges. I was eventually transferred to someone who reluctantly took the time to walk through the charges month by month ( Representative # 3 ). It was difficult to get him to answer simple questions ( in many cases yes / no questions ) about simple aspects of my account, for instance, the date on which a given payment was due, the date on which a late payment charge is applied, and what the {$280.00} charge was for and how it was calculated. o Representative # 3 stated that all charges are due on the next occurring payment date ( for example, my payment due dates are on the XXXX of each month ; therefor, for a charge on the XX/XX/XXXX, the payment associated with that charge would be due two days later, on the XXXX ). o Although I was surprised by this, I continued to work with Representative # 3 to walk through my charges and payments, working to understand the due dates and balances due, although this was incredibly difficult. o Sometimes he would go for long periods without responding, and at one point the line dropped, and I suspect ( although I can not be sure ) that he simply hung up on me. o I immediately connected to americanexpress.com via chat in order to be connected to the same representative to continue the conversation, but I was told it was against policy to connect a customer with a specific representative. At the end of the day, I had spent 45 minutes on the phone with this individual before the call ended abruptly. - Late XX/XX/XXXX ( I believe XX/XX/XXXX ) : Later that week when I had another opportunity, I called again in search of a representative who could explain the charges to me. I ultimately was able to speak to someone named XXXX, who was able to walk me through the payments and due dates. o In contrast to what Representative # 3 stated, XXXX informed me that payments for charges up to the XXXX of any given month are due on the XXXX of the following month. o If payments are not received after a 15-day grace period following the payment date, then a {$39.00} late fee is charged. o XXXX was willing and able to walk through my entire set of statements. o We determined that the delay in the receipt of the airfare refund had resulted in a past-due balance of {$180.00} which passed the grace period on XX/XX/XXXX, resulting in the late fee of {$39.00} being charged on XX/XX/XXXX ( this is the charge that AmEx had already agreed to waive, but which had not yet been waived ). o We determined that, in addition to the initial late fee charged ( which was supposed to have been waived ), a balance of {$120.00} had carried over past the grace period ending on XX/XX/XXXX ( this I accept responsibility for ), resulting in a second {$39.00} late payment charge on XX/XX/XXXX. o XXXX explained that, past the 15-day grace period, there is a second period ( up to the XXXX of the following month ), after which a delinquency charge is applied, equal to 2.99 % of the past-due amount. We identified that 2.99 % of the past-due amount would have been 2.99 % x {$120.00} = {$3.00}. This would be charged on top of the {$39.00} late fee. However, the charge that appeared on XX/XX/XXXX was not {$3.00}, but {$280.00}. XXXX and I were both perplexed by this. In XXXX words, I do see that the number is off, concluding that it was an error that would need to be reviewed and corrected by the accounting team. o When I expressed concern about the time it would take to resolve this ( and the possibility of incurring further fees if not fixed in a timely manner ), XXXX reassured me that no further late fees would be incurred until XX/XX/XXXX, giving me time to resolve this. o I thanked XXXX and expressed my frustration with the previous AmEx representatives. o XXXX assured me that this would be resolved, and explained that he was going to follow up with his manager, who would reach out to me within 24-48 hours with a resolution. He stated, I can assure you that this will be resolved in the next 24-48 hours, and promised that his manager would be reaching out within that time frame to ensure the charge was reversed. o XXXX further assured me that he would personally call on Monday after that weekend, to see how the matter had been resolved ( he was off for the next two days ). - The next two days : In spite of XXXX reassurance, I did not receive any call back from American Express within the 48 hour period. o Furthermore, XXXX did not call back on Monday to follow up. - XX/XX/XXXX : On Tuesday, I called AmEx to follow up and requested to speak with XXXX. I was told that XXXX was unavailable, so I asked to speak with a manager. I was connected to a manager, XXXX, and explained the situation and that I was waiting for a call from a manager and / or XXXX to resolve the incorrect charge. o XXXX took some time to review the case. He then apologized for the delay and said that he had left a message / note for XXXX to call me back. XXXX said he would personally follow up with XXXX to make sure XXXX got back in touch with me with a solution. o As I had received good service from XXXX previously, I was happy to have XXXX call me back after being reminded by XXXX. o I further expressed concern to XXXX that the incorrect delinquency fees could potentially be reported to the credit bureaus before they were resolved, impacting my credit for a mistake on AmExs part. XXXX assured me that as the corporate account is held in my employers name, AmEx will never report any finance charges or delinquencies to the credit bureaus anyway, so there would be no negative impact. - Feeling better about the situation at that point, ended up being transferred to another AmEx representative in rewards ( Representative # 4 ), who persuaded me to sign up for a corporate rewards program that would give me AmEx points for spending on my corporate card, in exchange for a {$90.00} annual fee : o Representative # 4 told me that the rewards program is for customers whose accounts are in good standing, and that my account was in good standing at that moment, so I qualified for the program. o I took this as a good sign that XXXX investigation was well underway and that the accounting department had made progress toward reversing. o Feeling that the situation was still on the way toward being resolved, I signed up for the corporate rewards program and had a {$90.00} fee charged to my account to start the program. - Over the next week : Unfortunately, over the next week, I still did not hear back from XXXX. - XX/XX/XXXX : I called AmEx to ask for XXXX, and was again told that he was unavailable. I explained the history to the representative, who then connected me with their manager, who turned out to be XXXX. o I explained to XXXX my frustration at XXXX managers failure to follow up the first time, XXXX lack of follow-through in checking on the status of the situation, and finally XXXX own failure to follow up as he said he would on our last call. o XXXX apologized profusely. o I asked what the status was with the accounting teams investigation into and correction of the error that XXXX had identified. XXXX revealed that he had no updates and didnt believe the team had actually been given the case to review. o As a simple solution to the matter, I requested that XXXX reverse the {$280.00} delinquency charge. XXXX apologized and said that the accounting team would still have to review the validity of the charge first ( even though, apparently they had not even begun the review in spite of my first conversation with XXXX having occurred weeks before ). o XXXX said that the charges were calculated by AmExs computers and were most likely accurate. o I countered that, in spite of having spoken to close to 10 different AmEx representatives, not a single person had been able to explain the delinquency charge to me and how it was calculated ( except for XXXX ). Furthermore, I argued that AmExs computers and algorithms are only there to implement delinquency policies that must be set by ( and therefore understood by ) AmExs staff and customers. o XXXX apologized again and said that he would escalate the matter to a much more senior manager within AmEx. o I requested that this person listen to all of my prior calls on the matter in order to get up to speed, and hear how unprofessionally the matter had been handled by AmEx to date. o XXXX assured me that the senior manager would listen to the calls in detail, and that it may take a few days, but that she would get back to me with a response as soon as possible. o I warned XXXX that I would call back, and told him that it would be pretty awkward for him if I ended up calling and speaking to him again, without any contact from AmEx. o XXXX assured me that this would not happen. - XX/XX/XXXX : Having heard nothing again, for the third time, I called American Express back again. I requested to speak to XXXX and was told that he was unavailable. I was transferred to another manager, this one named XXXX. o XXXX was the most knowledgeable representative I spoke with. She walked me through the way the late charges are applied to accounts : XXXX corroborated XXXX explanation of the statement due dates ( they are due on the XXXX of the month following the date they are incurred ( as opposed to what Representative # 3 had stated ). Thereafter, XXXX explained that a {$39.00} charge is applied when a balance is carried past the 15-day grace period, followed by a further 2.99 % charge when the balance is carried past the XXXX of that month. Contrary to XXXX, however, XXXX explained that the 2.99 % charge is applied not to the amount of the balance that has carried over ( in my case, {$120.00} ), but instead to the whole outstanding balance on the card at that time. In my case, this amounted to {$9500.00}. In other words, although only {$120.00} was past-due, and {$9400.00} had been charged inside of the last month and was still current, I was charged a fee of 2.99 % of the entire outstanding amount. Furthermore, this {$9500.00} balance ( on which the 2.99 % fee was charged ) included the {$39.00} late fee that AmEx agreed to waive ( but which hadnt yet been processed ). o In other words, I was being charged a late fee on a late fee, contrary to what Manager # 1 had told me at the start of this process. o Further, the delinquency charge was levied on a late fee that that was not my responsibility and that has subsequently been waived ; however, the {$280.00} delinquency charge was never reduced. Frustratingly, my company had processed a payment of {$11000.00} the week prior, and the payment cleared the day after the delinquency fee was charged, XX/XX/XXXX. Had the payment cleared just one day prior, the delinquency fee would never have been charged. o I explained the situation to XXXX and laid out my frustrations with the inconsistent information that AmEx representatives had provided time after time, and the disturbing lack of understanding that many representatives had exhibited. As I explained to XXXX, the representatives inability to explain simple policies, and in many cases their entirely false representations, have made me question everything that AmEx representatives have told me since ( including XXXX ). XXXX apologized for the other representatives behavior and assured me that a full investigation into their statements and behavior, and feedback, would be provided to them following our call. She also agreed to try to reverse the {$280.00} delinquency charge, given the circumstances. She then put me on hold and took some time to look into the matter. After approximately 10-15 minutes, she returned and told me that it would be impossible for AmEx to reverse the charge, as it was against my employers policy with AmEx. I asked why my employer would care whether AmEx covered the fees, and XXXX effectively punted the question to my employer. I reminded XXXX that I had been a loyal AmEx customer for close to ten years, that my account had been in good standing since that time with no issues, and that, if I had a choice, I would simply use a personal credit card and pay out of pocket for these business-related expenses and seek reimbursement after-the-fact from my employer, to avoid such issues with AmEx in the future. I further reminded her that I had acted under the guidance of multiple AmEx representatives, who had not only told me false payment dates, but who had also told me that the delinquency charge was incorrectly applied and should be reversed. At the end of the day, though, XXXX said that she was unable to waive the charge without my employers consent. I pointed out that the {$280.00} delinquency change was made on a balance that included the {$39.00} late fee, and that Manager # 1 had told me that AmEx never charges late fees on late fees. XXXX response was simply, AmEx almost never charges late fees on late fees. By the time the call ended, I had been on the phone for one hour and 48 minutes with AmEx in this instance. o XX/XX/XXXX : I contacted a colleague at my employer who handles AmEx expenses, and she informed me that when AmEx waives any late fees, they are still charged back to my employer. I found this highly surprising, as XXXX and other representatives had represented that AmEx was covering these fees when they are waived. I am still without a satisfactory resolution to the delinquency charges. AmExs Contradictions / False Representations : Inconsistent representations provided by AmEx representatives include but are not limited to the following : - Payment dates : Representative # 3 contradicted XXXX and XXXX about when payments are due after each charge is billed ( the responses differed by a full 30 days ). - Delinquency charge policy : XXXX and XXXX contradicted one another on the balance to which the 2.99 % finance charge is applied when levying a delinquency charge ( a difference of {$9400.00} ). - Whether late charges are charged on late fees : While Manager # 1 assured me that late fees are never charged on late fees, XXXX gave me a slightly different answer, saying that they almost never are applied. - AmEx waiver of fees : XXXX led me to believe that AmEx was willing to waive the delinquency charge ( incurring the cost itself ), if only my employer would have allowed them to do so. However, my employer explained to me that a waiver from AmEx would simply result in the fees being billed to my employer. In so doing, she made it seem as though AmEx was trying to help me but my employer was blocking the fee reversal ( which was not true ). - Account in good standing : Representative # 4 told me in no uncertain terms that my account was in good standing, and allowed and encouraged me to sign up for a {$90.00} charge for the corporate rewards program. This contradicted XXXX, who told me that my account was not in good standing and in fact had not been current since the delay in the refund had occurred. I guess that Representative # 4 was simply trying to make a commission and was willing to bend the truth in order to make the sale. - Follow-ups that didnt happen - Waiver to be received in 4-6 days that didnt happen - At the end of the day, I am feeling highly exploited, neglected, and even deceived by the AmEx customer service I have received throughout this process. I have wasted hours of my time trying to get this satisfactorily resolved, to no avail. At the end of the day, I paid the late fees and delinquency charges out of pocket, simply to avoid being charged further fees on top of fees, and I am now highly concerned that I or my employer might accidentally misstep rules and policies that we dont know and that AmEx representatives are unable or unwilling to explain. - I would like to respectfully enlist the help of the Consumer Financial Protection Bureau to investigate this matter further, as I am beginning to suspect that AmEx may be seeking to make a larger portion of its own revenues from inconsistently and transparently applied late and delinquency charges, without the knowledge or understanding of its customers, and without proper disclosure ( or understanding ) from its own representatives. I would find this highly unethical and even questionable in terms of its legality. - I would like to seek from AmEx a satisfactory response to this matter, after a thorough investigation into this matter internally ( including reviewing all calls between myself and AmEx representatives on this matter ). I would expect such response to address the various points and inconsistencies Ive mentioned above, as well as the false representations made by several of the representatives I spoke with.
Company Response: Closed with monetary relief

Timely Response

2019-01-15

Chester, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I am XXXX from a car accident from a long time ago. I had a XXXX XXXX that needed XXXX. that XXXX left me XXXX. As a result I fell behind on My Bills and went into default on my credit cards AMEX is one of them. On XX/XX/XXXX. XXXX American Express Bank got a Judgment against me. In XX/XX/XXXX I was forced to file bankruptcy as my home is also in foreclosure. That Bankruptcy was dismissed on XX/XX/XXXX. Also my mother passed away and her home is up for tax sale. I was able to sell my mothers property to pay taxes and Bills. I called the law firm for AMEX the law firm of XXXX and XXXX and spoke to XXXX XXXX XXXX. to settle the matter and get a release of Lien / Judgment. She told me that her firm does not have it any more and that the debt was transferred to XXXX XXXX XXXX XXXX at XXXX ext XXXX I spoke to a XXXX and he said I had a XXXX balance. I told him about the Judgment and that I need a release to close on my mothers property pay my back taxes and go on with my life. He said that the law firm handling this was XXXX XXXX XXXX XXXX at XXXX I spoke to XXXX XXXX he said his firm is no longer handling this and that I needed to call AMEX at XXXX and ask for a manager. I called Amex they told me to call XXXX and XXXX back the 1st attorneys I called them and they said to call back XXXX XXXX XXXX again. I call them again left a message. Now I am writing you. This is a round robin something is wrong. Please Help Me Before I lose the buyer.
Company Response: Closed with explanation

Timely Response

2019-01-15

CT

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: In XX/XX/2018, I travelled to XXXX. Prior to travelling, I purchased rental car insurance from American Express. When I got to XXXX, I went to pick up my rental car and was told by the merchant that I had to purchase additional rental insurance despite having it with American Express. I immediately called American Express from the rental place in XXXX to ask for advice. The customer service rep told me to pay the amount for additional rental insurance and I would be credited when I got home. All I needed to do was call Amex upon my arrival back to the United States. Despite relying on the expertise as Amex as a layperson, Amex refuses to remove the charge for {$580.00} from my bill ( the amount of the additional insurance ). I have requested a copy of the taped conversation from Amex and they refuse to provide by saying they can not locate it. The transcript of the conversation with the Amex rep will simply prove my case by showing I simply followed their expertise. Yet, they have transcripts of all my subsequent calls disputing the charge. Amex continues to act in bad faith by refusing to remove this {$580.00}. I have disputed it several times since XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2019-01-15

Apple Valley, MN

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-01-15

Silver Spring, MD

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

2019-01-15

San Gabriel, CA

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 applied an Amex/XXXX credit card with the welcome bonus XXXX XXXX points. After I spending exceed the reward credit limit {$3000.00}. I didn't receive the points. I called Amex credit card customer service and was informed that my welcome bonus has been declined with no reason. I have been trying to contact them again but Amex is keep telling me to wait and even one guy said the points was declined by XXXX. After that I call XXXX 's customer service and was told that XXXX has no right to decline anything because the points should be given by Amex.
Company Response: Closed with explanation

Timely Response

2019-01-15

N San Juan, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: I HAVE SUBMITTED COUNTLESS DOCUMENTS TO VERIFY MY IDENTITY AS WELL AS CONSTANTLY HAVING TO GO THROUGH A SEEMINGLY ENDLESS VERIFICATION PROCESS EVERY TIME I USE MY CARD. THEY KEEP LOCKING THE ACCOUNT AND THEN DEMANDING TO SEE ONLY MY DRIVERS LICENCE. I HAVE EXPLAINED NUMEROUS TIMES I DO NOT FEEL COMFORTABLE WITH SENDING THAT AS I HAVE ALREADY HAD MY IDENTITY STOLEN ONCE. THEY THEN TELL ME ITS THE ONLY WAY THEY WILL VERIFY ME AND THAT MY ACCOUNT WILL STAY LOCKED UNTIL I SEND THEM MY LICENCE AND ONLY THEN. THEY STILL REQUIRE ME TO PAY ALL FEES AND CHARGES ASSOCIATED BUT REFUSE ALL ACCESS TO MY OWN INFORMATION OR ACCOUNT.
Company Response: Closed with explanation

Timely Response

2019-01-15

PA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I received XXXX American Express Reward cards in fall of XXXX. The cards have an expiration date of XX/XX/XXXX. I went to use these cards in XX/XX/XXXX, thinking they were still good for 3 years. I shocked to see one card had a XXXX balance and a second card had a balance {$81.00} lower than it should be. While I was reading the fine print on the back of the card it said a {$3.00} service charge would be implemented after 6 months. That is wrong! If the card was devalued after six months, the expiration should have been six months. I called and spoke to offshore people with English as a 2nd language who explained that they would not refund my fees. I asked for a manager who also refused to do anything, and said I should have read the terms and conditions In my opinion, this is theft. No one reads the pages of small print that come with a gift card. I can't believe XXXX and American Express would associate their names with this type of business practice.
Company Response: Closed with explanation

Timely Response

2019-01-15

Lexington, KY

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
Complaint: XX/XX/2019, the money was put on my card, via tax refund advance. The same night I used the card for an amount of {$64.00} and some odd cents. The next morning on XX/XX/2019, {$750.00}, {$350.00}, {$1000.00}, and finally {$400.00} was all taken from the card. All of these transactions took place between XXXX and XXXX. I was made aware of these transactions through my email. The email says I sent these four amount s to four different people. So I called the card company at XXXX on XX/XX/2019, they locked the card. The same morning I called card protection services at XXXX XXXX, they cancelled the card, issued a new card, and had me change the security features of my account. They then put in a transaction dispute for each of the four transactions. Today, XX/XX/2019 at XXXX, I got an email from American Express Serve saying that my disputes were declined and the {$2500.00} wasn't going to be credited back to my account.
Company Response: Closed with monetary relief

Timely Response

2019-01-15

Philadelphia, PA

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: In XX/XX/2017, I bought vacation package from XXXX for my family ( XXXX people ). XXXX sold me a package - which was a classic bait and switch the description of the property online was not the reality. When I bought this vacation package I used credit card American Express Delta SKYMILES. During vacation I had multiple issues, and when I come back from the trip I called American Express and asked their support to protect my interest as a customer and help me return the money for the trip.Americam Express representatives answer was : we are going to investigate this matter. After some times, American Express sent me a letter saying that they did their investigationand that they needed more information from me. This went on for 5 months where I would get a letter that they needed more information and every time. Multiple times they told me they can not help with this matter and it needs to be taken up with XXXX. American Express did not protect my interest. I tried to reach management of American Express or legal department many times, however, it was always useless. The last time that I tried and finally got ahold of a manager- she was very rude and nasty to me. She would raise her voice and shout at me, she treated me like I was garbage and she was doing me a favor for even picking up the phone to speak with me. I asked her who gave her the right to talk to me like this, and she responded XXXX is one of our biggest customer and we do not want to ruin our relationship is them just because of you. It took me one and a half year to protect myself in the courts against XXXX. I have won the case against XXXX twice- once in thesmall claims Court of XXXX , and after- in their Arbitration Court ( XXXX tried to appeal the original ruling ). I finally got my money back, but I spend a lot of time and energy its was damaging to my character, it was difficult to protect myself when American Express should have stood behind me and protected my rights as a customer. I can provide copies of the Court Orders and the copy of the check which I finally got back from XXXX. I wanted to let everyone know how American Express customer service representatives, management and legal departments do not stand behind their customers and protect their rights.
Company Response: Closed with explanation

Timely Response

2019-01-15

Old Westfield, NY

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with non-monetary relief

Timely Response

2019-01-14

Bozeman, MT

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: This is the complaint against Amex Business credit card ending in XXXX. All payments have been made and the card has been closed 2-months ago. And here I receive a payment notification of {$170.00}. What for? This card troubled me from the very beginning - it was approved immediately but never reached me. As a result, I could not receive any benefits. Then the card was neither received nor in my use but I keep on receiving notifications about the charges made on the card. Id be asked to pay those unauthorized charges along with the elate fee/interest charges that were added to the unauthorized transactions. Also, this card didnt have the annual fee for the first year. But I receive the card so late that I was asked to pay the annual fee for the 2nd year. And so I canceled the card. But now, two months later I received a notification from Amex to pay {$170.00}. I wonder what is it for when all the payments have been made. Please help in terms of 2 Amex credit cards : 1. XXXX - XXXX XXXX 2. XXXX XXXX XXXX Please help me in terms of removing these unauthorized charges and closing both the Amex cards permanently. Thank you
Company Response: Closed with explanation

Timely Response

2019-01-14

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-14

Stkn, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-01-14

Bozeman, MT

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: This is the complaint against Amex Business credit card ending in XXXX. All payments have been made and the card has been closed 2-months ago. And here I still receive payment notifications. Why? I have been asked to pay the unauthorized charges along with the late fee/interest charges that were added to the unauthorized transactions. I wonder what is it for when all the payments have been made. Please help me with : Amex XXXX named under XXXX XXXX. Please help me in terms of removing these unauthorized charges and closing both the Amex card permanently. Thank you
Company Response: Closed with monetary relief

Timely Response