AMERICAN EXPRESS COMPANY

2018-12-31

San Antonio, TX

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

2018-12-31

Austin, TX

Closing your account

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

Company closed your account
Complaint: On XXXX I submitted CFPB complaint : XXXX-XXXX for the following concerns : 1. ) American Express closed my account without notice. 2. ) All Reward Points were confiscated with no notice. 3. ) The account had active billing disputes. 4. ) 1666. Correction of billing errors prohibits creditors from 4a. ) attempting to collect a debt in dispute. 4b. ) prevents a creditor from restricting or closing an account with active billing disputes. Now in response, 1. ) American Express states my account was closed due to A. ) FICO score despite being aware changed due to identity theft and fraudulent reporting. B. ) My revolving balances, which were not out of the ordinary as my accounts had never been delinquent and paid off in full every month. In fact, they had just increased my line of credit on my personal card. Additionally, a large majority of my revolving credit balance was in dispute. Which prevents American Express from restricting, closing, trying to collect or taking adverse action for enforcing my consumer rights. C. ) A Returned payment due to complications from the identity theft I was having to correct. This returned payment would never have occurred if the American Express Agent I spoke with had not told me to allow it to go through even though there wasn't money and just to pay the correct amount from the correct account. This advice was given to me as I contacted American Express right after initiating the payment and realizing it defaulted to the wrong account. I called to cancel the payment to prevent the returned payment but was advised not to. I made the correct payment from the correct account prior to the first payment being returned to keep the account from being late or delinquent in any way. Taking this all into account it appears my accounts which to that point been paid in full and never delinquent were closed by American Express because the majority of my billing statement was in dispute and I was the victim of identity theft followed the instructions they provided to me, I was the victim of identity theft and followed the instructions provided by American Express customer support agents. Still American Express has yet to reply to the reasoning they closed my accounts violation 1666. Correction of billing errors took adverse action due to fraudulent information resulting from proven identity theft, closed my accounts despite having paid my cards in full every month having a XXXX revolving balance every month which was not in dispute, or why they closed my account despite following their instructions when I notified them of the error in payment account prior to the payment being returned. Furthermore had American Express followed 1666. Correction of billing errors and provided me notice prior to closing my accounts and confiscating my reward points, I would have been able to cash in those reward points for a statement credit drastically eliminating the remaining balance, not in dispute on my platinum card.
Company Response: Closed with explanation

Timely Response

2018-12-31

Wind Point, WI

Fraud or scam

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: in XXXX I filed a claim for lost travelers checks with American Express. multiple phone calls and emails. first they said I had to file a paper claim. when I did, with the forms they sent me, they said it was wrong form. filed again. in mid XXXX they said they sent a check. never received. called again. on XX/XX/XXXX said they would send another check. called XXXX said they sent check still have not received either one. They keep telling me to send me my bank info for an e-check. i keep reusing and said paper check ( which they said they sent twice ). phone number used is XXXX XXXX XXXX. email : Dear Ms. XXXX, Greetings from American Express. I am contacting you with reference to your claim for American Express Travelers Cheques. I would like to let you know that your claim was approved and the Refund Cheque was issued successfully to you on the XXXX XX/XX/2018 to the below mentioned address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI - XXXX XXXX Refund Cheque Number XXXX If you have not received the refund cheque by now we can place a stop payment on the cheque that was issued and do a bank transfer instead for faster refund. For bank transfer we will need the following details Bank Name Account holder name Account Number Routing Number If you have any questions please call American Express immediately at XXXX quoting your claim number. Yours Sincerely XXXX XXXX Claims Review Department American Express ( XXXX XXXX +XXXX amount was {$100.00}
Company Response: Closed with explanation

Timely Response

2018-12-31

Austin, TX

Closing your account

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

Company closed your account
Complaint: American Express consistently alleges it has the right to cancel my card without notice, reason or explanation. 1. ) This statement is in clear violation of 1666 ( c ), the cardholder " need not pay the amount in dispute until the card issuer has complied with 1666, '' and that pursuant to 1666 ( d ), the card issuer " may not restrict or close an account due to a [ cardholder 's ] failure to pay a disputed amount until the [ card issuer ] has sent the written explanation required by [ 1666 ( a ) ] '' Summary of this case from XXXX v. XXXX XXXX, XXXX, XXXX. It must be noted one of the reasons American Express provided for their decision to close my accounts was the revolving credit balances on my accounts. As this platinum card is required to be paid in full every month, the only remaining balance every month was the amount actively being disputed and investigated by American Express. This statement is in clear violation of 1666 ( c ) since the only balances revolving on my account were in dispute and my account was closed due to the revolving balance made up solely of disputed transactions. American Express violated 1666 once more when it failed to properly report the disputed amounts and status to the CRA 's when furnishing negative information. American Express claims all disputed charges were fully investigated and settled. This is contraindicated by reviewing the monthly statements where months after account closure American Express provided statement credits for newly resolved billing errors. While credits were issued for the charge in question, no statement credit was received for interest, fees or penalties assessed on these billing errors. Once again in violation of 1666. I would also bring the following case summaries in opposition to the stance assumed by American Express : 2. ) Holding that a contract between a credit card company and card holder did not allow the credit card company to revoke the credit card after charges had already accrued because such a contract would be illusory Summary of this case from XXXX v. XXXX XXXX. 3. ) Holding that because American Express was a New York corporation, there was a sufficient basis to defer to the clause calling for the application of New York law Summary of this case from XXXX v. XXXX XXXX XXXX. XXXX. 4. ) Recognizing ability of parties to agree upon law that will govern contract provided choice bears some substantial relation to the parties to the transaction Summary of this case from XXXX XXXX v. XXXX XXXX. 5. ) Declining to give effect to provision in card member contract that would have effectively waived coverage of Fair Credit Billing Act Summary of this case from XXXX XXXX XXXX v. C.F.T.C 6. ) Stating that if the defendant " seeks to avail itself '' on the ground that " its cancellation was proper because it was for reasons other than those prohibited by [ 1666 ( d ) ], '' then the defendant has to establish those facts through " substantial evidentiary proceedings '' Summary of this case from XXXX v. XXXX XXXX, XXXX, XXXX. 7. ) Applying Maryland choice of law principles in upholding the contractual selection of New York law because one of the parties was a New York corporation and the choice bore some substantial relation to the parties or their transaction Summary of this case from XXXX v. XXXX XXXX XXXX. XXXX. American Express has remained stubborn opposition to follow federal statutes and previous judgments. In doing so American Express also falsely advertises it's credit cards. Statements like : * '' No Matter How Many Miles You Travel, You Only Need One Card The Platinum Card can reward you at every stage of the journey. Earn Membership Rewards Points on travel purchases. Enjoy benefits on your way to the airport, while you relax in a XXXX XXXX before your flight, and once you arrive at your hotel. Discover all the ways it pays to travel with the Platinum Card. '' As well as " Why American Express? Small business owners used their Business Cards from American Express to fund more than {$200.00} billion in business purchases last year. American Express Business Cards provide the funding that can help you buy what you need when you need it to run and grow your business. '' This would imply mutually agreed upon account terms, especially as each account is custom crafted on an individual basis. The stance American Express has taken and their unilateral approach to account terms, without the need to give any notice, invalidates these advertised statements. One can not trust this would be the only card they'll need or that American Express will fund their business purchases as they can unilaterally decide not to and plunge consumers and businesses into financial ruin should these advertised statements be taken as factual. Furthermore, American Express took this adverse action based off information they were aware of was fraudulent on my credit report. While American Express was aware of my true and accurate credit report and that the new negative items posted were fraudulent yet based their adverse action on this fraudulent data knowingly.
Company Response: Closed with explanation

Timely Response

2018-12-31

Brooklyn, NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Company Response: Closed with monetary relief

Timely Response

2018-12-31

Los Indios, TX

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: In XXXX I got an American Express XXXX card at my local XXXX. Everything was fine until late XXXX. I had my banking debit card linked up and had an automatic transfer of {$2.00} per day and one day I made an extra {$20.00} transfer ( Id give exact dates but I can not get into the account anymore ). I had issues logging in and was like maybe the site is down. I called that evening and was told that I had to do bank verification for the card, which made no sense because they were claiming that the {$20.00} deposit was suspicious activity. A deposit, not a withdrawal or charge. The way the they wanted the bank verification was suspicious and they said it was required to continue using the card. I declined since it was weird how they approached the situation. I was escalated twice to a manager who said in 7-10 days my account would be fully closed and a check mailed out for {$12.00}. It has now been over a month and a half and I still get alerts that the money is with American Express and that they are still attempting to debit {$2.00} every day.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-29

Lewisville, TX

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

2018-12-29

Houston, TX

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: Dear Mr. Chairman & CEO XXXX or American Express Executive : American Express approved and opened my application for a XXXX XXXX credit card in XX/XX/XXXX with a welcome offer for XXXX XXXX points after meeting a minimum required spending of {$3000.00}. On XX/XX/XXXX, American Express did confirm by phone and chat that I did meet the qualified purchases of at least {$3000.00}, but American Express unfairly deny the welcome bonus based on a reasoning that 2 or 3 of my past accounts in which I was only an authorized user was opened or closed in XX/XX/XXXX. In fact, as only authorized user, I had no control of why the account was opened or closed then ; however, American Express is now unfairly deny the welcome bonus for my current XXXX account that is still open and in good standing. Therefore, I respectfully request a fair reconsideration and extend the welcome bonus as promised. Thank you.
Company Response: Closed with explanation

Timely Response

2018-12-29

Columbia, SC

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: AMERICAN EXPRESS BLUEBIRD CARD I MADE A PURCHASE ON FROM XXXX XXXX WEBSITE I DECIDED THAT THEY DIDNT HAVE MY SHOE SIZE IN THE COLOR/STYLE THAT I WANTED, SO I IMMEDIATLEY REQUESTED A REFUND AND XXXX HAVE RETURNED MY MONEY - {$270.00} ON THE XX/XX/XXXX SUCESSFULLY. AMERICAN EXPRESS BLUEBIRD IS REFUSING TO GIVE ME MY MONEY - {$270.00} THE SPRVSR IN ESCALATIONS W/AMERICAN EXPRESS BLUEBIRD XXXX VERIFIED THAT THE PAYMENT WAS RECVD FROM XXXX SUCESSFULLY ON XX/XX/2018. I HAVE CALLED, CALLED, AND CALLED NUMEROUS TIMES ONLY TO HEAR THAT MY REFUND IS UNDER REVIEW-NOT REQUESTED BY ME TO REVIEW AND WASNT DISPUTED JUST A SIMPLE RETURN AND BLUEBIRD HAS ALREADY VERIFIED WITH ME THAT YES THEY HAVE MY REFUND FROM XXXX. THEY PLACED A 7DAY REVIEW ON MY FUNDS AND I HAVE NO WAY TO GET MY MONEY BACK. IT IS NOW THE XX/XX/XXXX AND I STILL DONT HAVE MY MONEY. AMERICAN EXPRESS BLUEBIRD IS REFUSING TO RELEASE.
Company Response: Closed with explanation

Timely Response

2018-12-29

NH

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: An XXXX XXXX American Express card was attempted opened in my name. I received a denial from American Express as I had placed a freeze on my credit files. I did not apply for nor did I solicit credit. I called the number provided at XXXX and referenced # XXXX. I have since added a fraud alert to my credit files.
Company Response: Closed with explanation

Timely Response

2018-12-29

Sacramento, 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: In appliying for this new credit card, I was promised XXXX XXXX points ( XXXX XXXX Rewards points ) if I made {$3000.00} of purchases in the first 90 days of card membership. I made the required purchases in the first month of cardmembership ( in XX/XX/2018 ). Now, nearly eight months after completing the required spend, I still have not received the promised points. Ive called AMEX customer service about the issue at least six times to no avail. Each time Im promised they are working to resolve the issue. Please help me secure the promised reward points.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-29

Cascade, MI

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
Company Response: Closed with explanation

Timely Response

2018-12-29

Springfield, VA

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: XXXX XXXX2018 American Express make a hard inquiry with wasn't authorized by me I would like this to be removed as it is affecting my credit.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-29

Queens, NY

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2018. I am boarding XXXX Flight from XXXX to XXXX. Ticket is purchased with my AMEX XXXX XXXX Credit Card which printed on my boarding pass. Per AMEX XXXX XXXX Credit Card Terms and Condition which i should entitle ZONE 1 Boarding however i been assigned to ZONE 4 Departure. I have contacted AMEX and XXXX to inquiries about said Terms and Conditions and found out there is no communication between XXXX and AMEX. AMEX is charging {$95.00} annual membership fee and card holder should entitle for the benefits listed on the AMEX Card Terms and condition. however XXXX stated cleared in their the email that XXXX XXXX XXXX ticket holder do not entitle to AMEX benefits. However the said Terms and conditions is not listed anywhere in the cardholder agreement. see below from AMEX : Thank you for your continued patience. Please see the following : " Priority Boarding Card Members are entitled to receive Zone 1 Priority Boarding on XXXX flights. Benefit is limited to Basic Card Members ( not Additional Card Members ) with the Gold, Platinum or Reserve XXXX XXXX Credit Cards. Reservation must include the Basic Card Member 's XXXX number. Priority Boarding is also available for passengers traveling in the same reservation as the Basic Card Member. Maximum nine passengers per reservation receive the Priority Boarding. Priority Boarding will only be available on XXXX and XXXX Connection carrier operated flights. XXXX does not offer Priority Boarding on XXXX XXXX flights. New Card Members and Card Members upgrading from another XXXX XXXX Credit Card product from American Express will be eligible for the Priority Boarding benefit after receiving their Card from American Express. Offer is subject to change without notice. Additional terms, conditions and restrictions may apply. See XXXX XXXX XXXX for details.
Company Response: Closed with explanation

Timely Response

2018-12-29

Odell, OR

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 for the XXXX XXXX American Express Business credit card. I verified with American Express prior to applying that I would be eligible for the welcome bonus and was told that I was eligible and to apply. After meeting the minimum spend I was denied the welcome bonus. They provided several generic reasons as to why someone would not be eligible. I did not fall under any of the exclusions and they could not provide me with a specific reason. It was reviewed with their " back end '' team twice and was told to check back in a few weeks each time. After being denied I requested to cancel the card and have the annual fee refunded since they did not provided the promised welcome bonus. They informed me I was past the time period to have the annual fee refunded after it was due them taking so long to be back to me each time. I had chat transcripts of every conversation about this issue.
Company Response: Closed with explanation

Timely Response

2018-12-28

Las Vegas, NV

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response

2018-12-28

Bridgeport, CT

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: On or around XX/XX/2010. I got a credit card for a friend in my name. At the time that I requested the card the American Express representative and I agreed on the phone that the credit limit for the person that I requested to be on the card was to be {$300.00}. The individual in question made around {$1300.00} in charges which was over their limit and I was forced to pay the {$1000.00} difference because the company violated proper procedure by not recording all conversations as required possibly by law so there was no way for me to get a {$1000.00} refund because through the company 's negligence I had no way to prove what was agreed to between American Express and myself. I want a {$1000.00} as settlement in anyway that they seem fit. I should not suffer for the negligence of the American Express Co in not recording all conversations as required! The lesson to be learned is that to never get a credit card in someone's name with a credit limit because if the customer goes over that limit u will be liable for the difference. I could have had as much as {$10000.00} liability!
Company Response: Closed with explanation

Timely Response

2018-12-28

Chester, NY

Fees or interest

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

Problem with fees
Complaint: i was charged an annual fee end of XXXX on a few of my cards by american express and in the begining of XXXX they closed my accounts so i asked them to return my annual fees if they decided they dont want to provide me service anymore but was told its non refundable they shouldnt be able to take my annual fees and close my cards
Company Response: Closed with explanation

Timely Response

2018-12-28

Jupiter, FL

Fees or interest

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

Unexpected increase in interest rate
Complaint: In XX/XX/2018 American Express claims they sent me a letter indicating they would increase my APR from 10 % to 17 %. I have am in good standing, as I have always been with all my creditors. I never received the letter, which the manager I spoke with shortly there after confirmed she did not see such correspondence within my account. In the following weeks, they provided me with a copy of a letter, which I suspect they doctored, to resemble what they should have sent out. Irrespective to the above, I signed up for Paperless delivery of billing statements and account communications, and this so called " letter '' was never within any paperless delivery. This is further confirmation the letter was not sent, and fabricated after the fact. Finally, because I was enrolled in paperless delivery of billing statement and account communications at the time, I should have received a copy of this via such, in addition to in the mail ( as required by law ). American Express has stolen money from me, by dramatically increasing my APR, and not properly notifying me of such increase.
Company Response: Closed with explanation

Timely Response

2018-12-28

Murray, UT

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: For the last month or so I get repeated calls from various numbers looking for someone else. I have told them repeatedly I am not the person for whom they're looking, recently resorting to not very polite language. How can I get them to cease and desist. The company is American Express.
Company Response: Closed with explanation

Timely Response

2018-12-28

Hollywood, FL

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
Company Response: Closed with explanation

Timely Response

2018-12-28

Melbourne, FL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2018-12-28

Birmingham, AL

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with explanation

Timely Response

2018-12-28

Bethesda, MD

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

2018-12-28

Arco, CA

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 booked a trip through my Amex Platinum card on their website XXXX, beginning on XX/XX/XXXX for 7 days. The trip included a hotel and airfare as a package. The portion of the trip that is affiliated with the complaint is XXXX, the hotel portion of the trip. The hotel is extended stay in XXXX XXXX. Due to circumstances ( father is on lXXXX XXXX, XXXX from XXXX XXXX ), I didn't make to the hotel until the morning of the XX/XX/XXXX. They told me that my stay was cancelled and I can't get a refund. I had to stay so somewhere so I booked another stay at the same location. I called AMEX to get a refund, but they said the contract states the hotel can cancel and keep your money if you don't check in by XXXX. They called numerous times to work something out with the hotel, but they eventually stopped answering the phone because they knew Amex was calling on my behalf. Now, this policy WAS NOT forwarded to me. The two Amex representatives I spoke with said the reason why I didn't get the cancellation policy in my email was because I BOUGHT IT AS A PACKAGE. And that had I bought it separately, I would have received the information regarding that cancellation. How is this fair? Amex and extended stay both aren't doing anything. Can you help?
Company Response: Closed with monetary relief

Timely Response