AMERICAN EXPRESS COMPANY

2019-01-10

NY

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 the American Express XXXX XXXX credit card at XX/XX/2018. According to the advertise of this credit card, I should be able to Earn XXXX XXXX XXXX Bonus Points as welcome bonus after you spend {$2000.00} in purchases on the Card within first 3 months of Card Membership, and I am charged with {$95.00} membership fee. However, after I spend more than {$3000.00} in first 3 months, I didn't get XXXX XXXX XXXX Bonus Points. I call the company and I am told that the welcome bonus of XXXX XXXX XXXX Bonus Points was rejected when the card was approved at XX/XX/2018, without any notice to me. I am not informed with this rejection till recent and I spend a lot of money on this card after the card is approved. If I was noticed the rejection of the welcome bonus, I will not use this card last year. I already call the American Express twice to solve this issue but they refuse to refund me the XXXX XXXX XXXX XXXX Bonus Points.
Company Response: Closed with explanation

Timely Response

2019-01-10

Wilmington, DE

Problem when making payments

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

Problem during payment process
Complaint: An auto payment of XXXX was processed by the American Express on XX/XX/XXXX ( 10 days before due. Somehow I set it that way because there was no option saying " pay on due day ''. It just allow you to setup autopay on 1-25 days after statement day. And no one was telling me due day is how many days after statement day ). However I did not have enough fund in the checking account it was withdrawing from. I haven't used this card or a long time and I total forgot the auto payment setting and I was planning to pay it before due. ( I scheduled a payment of XXXX on XX/XX/XXXX ) So I called American Express to stop the payment to avoid the overdrafting fee or returned payment fee. Amex said they could not stop it because it was all automatically processed plus it will make three attempts to withdraw the fund. I saw on my checking account that the withdraw was rejected and there was a XXXX dollar return fee charge. Then on XX/XX/XXXX ( today ) Amex made another withdrawn request and I think it will be rejected and there is gon na be another XXXX charge fee from my checking account. So I called Amex and asked them to stop the payment and I was told it can not be stopped and there will be another attempt on XX/XX/XXXXor XXXX if this was rejected again. What I don't understand is that if there is no enough fund in the account why Amex kept trying it and for 3 times? It usually takes more than 3 days to transfer from banks to banks and sometimes if the amount is large it can take 5 days. Because of the setting of Amex I will be charged total of XXXX dollars from XXXX XXXX ( my checking account ) which is unnecessary at least for the last 2 times. Further I don't know if Amex will charge me returned payment fee for 3 times. I already saw one of XXXX dollars for the first attempt. there will probably 2 more. I feel like being ripped of by amex. I don't understand why Amex can not stop the autopay and why do they set it that way ( 3 times? Is that necessary )
Company Response: Closed with explanation

Timely Response

2019-01-10

Newnan, GA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: They use numbers that the spoof to call me. They were calling me sometimes 10 times a day and because they were using numbers from any and everywhere I refused to answer. The first time I did answer, he said the same thing that most spam callers say, I am calling on a recorded line, this call may be monitored or recorded for quality assurance purposes like most real creditors do. Their business practices are fishy. They sent me a letter saying that they accept payment by XXXX XXXX and when I sent it, they refunded the payment and sent me another letter stating that they only accept payment by ach or mail in. American Express need to deal with better debt collection agencies. I do not mind paying them the money owed. But I refuse to give money to shade trees.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-10

Annapolis, MD

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-01-10

Brookfield, WI

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 explanation

Timely Response

2019-01-09

Hoffman Est, 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
Company Response: Closed with explanation

Timely Response

2019-01-09

Malden, MA

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

2019-01-09

CO

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 have been an AMEX card holder for a long time. I was emailed an offer to upgrade to the XXXX XXXX credit card for {$450.00}. As part of the terms, it said I would get XXXX points with a {$4000.00} spend in the first 3 months. I spent that and didn't get the points so I called in and was told it would be on my next statement. My next statement came and went and I called again. This time I was told I was never eligible and the person who told me I was getting the points was wrong. I would have never upgraded if I had not been victim to this " bait and switch '' This is an illegal practice and I want my {$450.00} refunded immediately and my card closed. I sent them a mediation request 2 months ago and have not heard one work back. AMEX has to have THE worst customer service in the world and just lost a long time customer.
Company Response: Closed with explanation

Timely Response

2019-01-09

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: Hi, I see an unauthorized charge on my credit card. It is regarding following transaction on my american express card : XX/XX/XXXX XXXX XXXX XXXX Foreign Spending XXXX ( XXXX ) DOING BUSINESS AS XXXX PROCESSED ON XX/XX/XXXX REFERENCE NUMBER XXXX Looks like some transport company in New York , American express is not able to provide exact details about the merchant. This dispute is of a billing error in the amount of [ {$380.00} ( XXXX INR ) ] on my account. The amount is inaccurate and seems like a fraud because I never authorized this charge, Could you please help investigating this matter and help me regarding the steps I need to follow to make the culprits pay for it. I have already raised concerns the same time I got a message of this charge to American Express. Need help to fight this dispute with the merchant as this is illegal transaction. I will attach the document I received from American Express regarding the prrof I asked for the transaction, it is a document generated by American Express and not a document from the Merchant as a proof of transaction. Thank you very much for any help you can provide to resolve this issue and stop such frauds by merchants and the company.
Company Response: Closed with explanation

Timely Response

2019-01-09

San Francisco, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: Company identifying themselves as American Express is attempting to collecting on debt well past the statute in California. Number is XXXX ( everyone spoke with an accent, suspect the call was from XXXX, and the are using local relay lines ), and it attempting to collect on a card ( ending in XXXX ) that was discharged in XXXX. Number called me on XX/XX/XXXX. I called back on XX/XX/XXXX. I explained that this is time barred debt, and not to contact me any further regarding this.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-09

Boston, MA

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

2019-01-09

Dalton, MN

Trouble using the card

Credit card or prepaid card: Gift card

Trouble using the card to spend money in a store or online
Company Response: Closed with explanation

Timely Response

2019-01-09

Heber Springs, AR

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-01-09

Phoenix, AZ

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
Company Response: Closed with explanation

Timely Response

2019-01-08

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 non-monetary relief

Timely Response

2019-01-08

Cleveland, OH

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2019-01-08

San Francisco, 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 met minimum spend requirements for my XXXX bonus miles on the AMEX gold card and they never gave them to me. I tried contacting their customer support ten times and they never resolved the issue.
Company Response: Closed with explanation

Timely Response

2019-01-08

MA

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: XXXX keep lying and refusing to give the sign-up bonus I deserve. XX/XX/XXXX - I opened a XXXX XXXX card and met the spending requirement for the sign-up bonus. American Express sent XXXX points to XXXX as the sign-up bonus, and they confirmed this several times in few inquiries I have made. XX/XX/XXXX - I contacted XXXX to ask about this, and they opened a case and asked me to wait 2 weeks. XX/XX/XXXX - They sent an email that I didn't meet the spending requirement. I called Amex who said that is not true and they already sent the points. I chatted XXXX and they opened a case for this and asked me to wait 2 weeks. XX/XX/XXXX - I contacted XXXX again and they updated the case and told me wait 2 more weeks and there was no follow-up for this. XX/XX/XXXX - I finally conference called with both XXXX and Amex together because XXXX is refusing to give points for no reason, and they agree that I deserve the points. They said wait for 7-10 days to get it resolved, and offered some points for compensation. XX/XX/XXXX - I still didn't get any points ( even the compensation they offered ) so contacted XXXX again. They said they updated the system and the case should be updated. Also told me wait more. They are refusing to give the sign-up bonus advertised and keep lying that the issue will be resolved soon. I patiently waited more than 4 months but it seems like they are mishandling this issue.
Company Response: Closed with non-monetary relief

Timely Response

2019-01-08

NY

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: XXXX XXXX Re : CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT LETTER Dear Consumer Financial Protection Bureau : I am hereby filing a complaint against American Express and how the use of its credit card by one of its merchants, XXXX XXXX XXXX XXXX has allow it to carry out misrepresentations and fraud in marketing its so called club membership without any impunity. Our case, lodging this complaint, is laid out below. XXXX XXXX XXXX XXXX ( aka XXXX XXXX XXXX, a.k.a. XXXX ) engaged in a Bait and Switch marketing tactic when my wife and I were offered an opportunity buy membership into its club. The first misrepresentation that its sales force made was that XXXX XXXX XXXX XXXX is a club. It is a not a club but a timesharing entity that operates in conjunction its parent entity XXXX. The next misrepresentation that its sale representatives made was that through its membership privileges, members could secure a vacation time for accommodations in any part of the World that prospective members sign up for ( junior suite , presidential suite or 3, 4, 5, and 6- bedroom villas under the VIP membership ). This misrepresentation has been well documented by the number of complaint made by people who signed up to become members only find out this offer was a part of the deceptive practices XXXX XXXX XXXX XXXX employs to get people to sign up. I have attached complaints from people who were deceived by XXXX XXXX XXXX XXXX. There are countless complaints against XXXX XXXX XXXX XXXX and you access them online. These complaints include money people lost when they attempted to cancel their contract with XXXX XXXX XXXX XXXX because it failed to deliver on its promises. Further, the enormity of these complaints against XXXX XXXX XXXX XXXX have grown to class action suits. I have attached a class action suit that is currently underway. One of the interesting points to this scam is that XXXX XXXX XXXX XXXX ( XXXX ) only uses credit cards to signed up members. This is an important point in that XXXX is in possession of a lot of personal information Social Security # credit file, Drivers License # etc. Complaints report that XXXX have opened up credit card accounts and charged various items and services that the cardholder did not authorize. I am concern about this because XXXX has all of our personal information. That being said, we have in place XXXX XXXX XXXX that reports any suspicious activities. They have been alerted about XXXX ( a.k.a. XXXX XXXX XXXX, a.k.a. XXXX ). Based on the background I have provided, I turn and focus on the complaint I am lodging against American Express for restitution to remove charges totaling {$17000.00} from our credit cards ( My wife- {$9000.00} and Me- {$8000.00} ). American Express is a global company, operating globally and participating with international merchants such as XXXX ( a.k.a. XXXX, a.k.a. XXXX ) being one of them. I have attached a copy of the letter we sent XXXX which chronicled complaints, misrepresentations, and a broken agreement to buy our existing timeshare in the XXXX. For this reason, the membership agreement is null and void which led us to canceling our membership at the XXXX XXXX XXXX XXXX. We notified American Express and sent them supporting documentation notifying our intent to cancel our membership and to remove the charges from our credit cards. American Express advised us that a dispute would be filed on our behalf. In the first dispute we filed, American Express sided with XXXX without investigating why XXXX failed to buy our existing timeshare as agreed. We continued to file subsequent dispute claims with American Express which ended with the same outcome. One of the scams that XXXX perpetrates is Bait and Switch tactics in which it promises to buy existing timeshare in exchange for buying membership in XXXX resorts but they have no intention of buying existing timeshares. This seems to be the theme in the complaints that have been lodged against XXXX. What is disturbing is that American Express is in the middle of all of this. For example, most if not all of the disputes lodged against XXXX, American Express ruled in its favor-something is awfullyawfullyawfully wrong. This truly needs to be investigated. Another deception XXXX perpetrated on my wife and I was that they used our personal information to open up accounts with XXXX XXXX XXXX and charge amounts of {$4700.00} and {$5700.00} on new XXXX XXXX XXXX signature. First, I contacted XXXX XXXX XXXX to lodge a complaint against XXXX ( aka XXXX XXXX ; aka XXXX ). XXXX XXXX XXXX open up a fraud investigation. They eventually removed the charges from these accounts and close the credit card account. Knowing that XXXX ( aka XXXX XXXX ; aka XXXX ) is in possession of our personal information, I have alerted XXXX of the potential fraud and unauthorized use of our personal information to open retail charge cards and accounts. I have identity fraud protection with XXXX. My question is why couldnt American Express use their fraud investigation resources to do the same and investigate the deceptive practices of XXXX ( aka XXXX XXXX ; aka XXXX ) and their bait and switch tactics that have been perpetrated on trusting consumers? The answer is that individuals at American Express are either unwitting or witting participants in this Scam. It is hard to believe that social actors that work for American Express are unwitting participants and unaware that XXXX ( aka XXXX XXXX ; aka XXXX ) continues to engage in deceptive practices, specifically bait and switch tactics which are illegal. There are hundreds and perhaps thousands of complaints have been lodged on XXXX ( aka XXXX XXXX ; aka XXXX ), including a class action suit that I have included as documentation. What makes American Express credit cardholders so vulnerable is that American Express has no pre-set limits which opens up potential breeding grounds for deceptive practices that is currently being perpetrated by XXXX ( aka XXXX XXXX ; aka XXXX ). Also, as a Global company, American Express failed to vet Merchants they do business with. American Express is no stranger to unethical charges on credit cards. A published case from the Consumer Financial Protection Bureau of the Federal Trade Commission found in favor of the consumers in an aggregate amount of a XXXX XXXX dollars in damages for unfair or unethical charges to credit cards. In our case, American Express has seemly found a way to use it, unwittingly or wittingly, to allow XXXX ( aka XXXX XXXX ; aka XXXX ) .carry out these deceptive practices. All we want from American Express to is to acknowledge that XXXX ( aka XXXX XXXX ; aka XXXX ) engaged in bait and switch and failed to live up to the agreement to buy our existing timeshare as a requirement to buying into a membership at XXXX ( aka XXXX XXXX ; aka XXXX ). We sent a complaint leter along with supporting documentation to XXXX XXXX, Chairman and CEO of American See attached-Exhibit H ). Also, we sent the same documentation to American Express Credit Department in XXXX XXXX, Texas ( See cover letter dated XX/XX/2018 and supporting documentation ). Mr. XXXX 's office did not respond to our complaint. Further as of the writing of the CFPB complaint, American Express Credit Department has not responded the complaint letter and supporting documentation we sent on XX/XX/2018. American Express behavior on this matter is something I did not expect. Something is not right. American often prides itself on protecting its cardmembers and investigating any misrepresentations and fraudulent practices. In our case, it failed to do this. We respectfully hope that you investigate this matter. There is something going on with American Express and XXXX XXXX XXXX XXXX ( aka XXXX XXXX XXXX, a.k.a. XXXX ). .
Company Response: Closed with explanation

Timely Response

2019-01-08

HI

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 am unable to transfer my American Express Membership Rewards points to my XXXX account. After speaking with multiple representatives over the phone and chat, I am still experiencing the same error : " This action will not be completed because of an attempt to sell or otherwise transfer Membership Reward points to someone else which is not permitted under the terms and conditions of the program. '' There have been multiple theories proposed by the representatives that include name mismatches and frozen accounts. Regardless, I need my points transferred as soon as possible ; however, AMEX 's exhibited incompetence leads me to believe that transferring my points will not be an easy process.
Company Response: Closed with explanation

Timely Response

2019-01-08

Sunnyvale, 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 explanation

Timely Response

2019-01-08

Phoenix, AZ

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 or around XXXX, XXXX, I applied and was granted a XXXX credit limit with American Express and transferred another credit card balance less than XXXX. Since then, I have made the minimum payment plus interest each month as indicated on my account. On or around XXXX XXXX, I forgot to make my monthly payment to American Express and have was fined a late fee of {$38.00} thus making my payment due immediately of {$62.00}. On XXXX XXXX, I received a phone call from a CSR from American Express to remind me of my payment due, to which I agreed to pay once I arrived home. Upon logging in to make the payment I noticed my credit limit decreased tremendously from XXXX to XXXX. I then called American Express to obtain verification to the change in credit limit and was informed that the change was not set in stone and that I can appeal to reverse the changes. The CSR rep was confused as to why my credit limit was decreased quoting that " he has seen other accounts in way worse condition, and should not have happened and the reasons they gave are questionable ''. I was then transferred to the Responsible Lending Department. Apparently, the Responsible Lending Department issued a change due to the FICO credit ( XXXX ) and the payment each month to balance were to high. I owe {$2200.00} which does not reflect the monthly payment made of {$62.00} that includes the {$38.00} late fee. After speaking with the Responsible Lending Department representative, he informed me that my option are to pay {$1100.00} between XXXX XXXX and XXXX XXXX and it would be best to use the card more often. According to my math, this is means paying appx {$340.00} per month. The Responsible Lending Department representative reported that my options are to make the payments or complete the document option which requires going over my financials. I am puzzled at their tactics in attempt to bully me into making a {$340.00} payment when the monthly payment amount does not reflect what the Responsible Lending Department representative stated is within their policy. I asked the Responsible Lending Department representative about the appeal/reverse option to which he stated the two options mentioned were the only ways to reverse my credit limit decrease. If I had known that not maxing out my American Express card would result in them bullying me and holding my credit limit for ransom I would have sought out other prestigious credit cards elsewhere.
Company Response: Closed with explanation

Timely Response

2019-01-08

Fargo, ND

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 applied for an American Express Gold Card using a referral link that I had received. During the application process, it was stated I would receive XXXX points after spending XXXX in the first three months. It was also stated that I would receive 20 % cash back ( up to {$100.00} ) as a statement credit on dining purchases for the first 3 months. Upon, not seeing these bonuses come through, I contacted American Express. They stated I was ineligible due to previous history. I had not previously applied for this card, and met everything that they had outlined to receive the bonus. I also did not receive any message that i was ineligible when submitting my application for this card. The card carries a {$250.00} annual fee, which has also been paid. I feel that the company should pay the bonus that was offered. I opened a complaint on XX/XX/XXXX which they provided the response : " The terms of the promotion, which were provided during the application process, explain that the welcome bonus offer is not available to applicants who have or have had the product. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. In accordance with these terms we determined that, regrettably, you are not eligible for the welcome bonus. " As stated above, I have not previously had this card. I had also only had 3 American Express cards opened in the previous 2 years, so I do not feel that was excessive. When they state " as well as other factors in making a decision '', this language is vague and allows them to not provide a bonus in any scenario.
Company Response: Closed with explanation

Timely Response

2019-01-08

Chicago, IL

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

2019-01-08

Atlanta, GA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: This complaint details American Express Membership Rewards freezing my account after attempting to transfer points to XXXX 's XXXX XXXX in accordance with Terms & Conditions of the program, and Membership Rewards accusing me without any evidence of selling points. On XX/XX/XXXX, I linked my XXXX XXXX account to my Membership Rewards account. Immediately thereafter, I attempted to transfer XXXX points to XXXX online. After initiating the transfer, the Membership Rewards website gave me an error message stating that they couldn't complete the transfer because " of an attempt to sell '' Membership Rewards points ( error message attached ). I called Membership Rewards and the agent replicated the error message, told me that my account was frozen and that there was nothing that could be done until the account was reviewed. As of the current time and date ( XX/XX/XXXX ) my account is still frozen. However, I need to transfer the points expeditiously to complete an award booking. The accusation that I am selling Membership Rewards points is preposterous. I have been an American Express/Membership Rewards member since XX/XX/XXXX and have always complied with Program Terms and Conditions, and done absolutely nothing to even remotely suggest I am selling points. In particular with regard to this transaction, there is nothing that I could do differently to suggest I am simply attempting to use the program per its Terms and Conditions to make a personal award flight booking ( linking account and transferring miles earned over the last two years ).
Company Response: Closed with non-monetary relief

Timely Response