AMERICAN EXPRESS COMPANY

2018-12-24

Hinsdale, IL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: ATM transaction for {$120.00} was cancelled. Amount was never returned.
Company Response: Closed with explanation

Timely Response

2018-12-24

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: Around XX/XX/2017, I opened a new Business Platinum credit card with American Express for a newly formed company ( XXXX XXXX, XXXX ). While some charges were made to this account for a remodel project, ultimately, I decided not to proceed with the business, and I subsequently closed the credit card. Any charges made on the card were timely paid in full. At the time I closed my account, I had at least one other ( personal ) account open with American Express. Under my Platinum Business Card, I had earned ( and redeemed ) Membership Rewards points, and I had substantial additional points still in my account. When I called to close my account, no mention of even the possibility of any of my points being deducted or withdrawn from my account was ever mentioned. Many other terms and conditions of my account closure, some of which were not nearly as material, were mentioned by customer service representative. The Membership Rewards points were not deducted from my account immediately upon account closure. I am not certain exactly when they were deducted, as no notice was ever provided to me, and I only realized this issue when I logged into my account online a month or two later to check my personal Green card account and I saw a negative Membership Rewards account balance. Only when I contacted the Membership Rewards team, was I informed, for the first time, with regards to the 12 month minimum time period to keep an account open. They told me this was in the " fine print '' of my terms and conditions agreement. I was quite upset about this ; had the original Customer Service representative I had spoken to while closing the account brought this to my attention, I could have easily met the requirement. I was further informed that the 12 month period is only sometimes enforced- only when American Express believes that there may have been account abuse. I find this assertion ludicrous and insulting. I opened a new business, including the filing of required forms and documentation with the State of California, hired an attorney to prepare partnership documents and other matters, and opened credit cards and checking/savings accounts for the business. When I determined not to keep the business as a going concern, I did what any person would do, which is to close all the accounts associated for the business. I have used various American Express cards and products for many years, including when I was a minor under my parents accounts, and I have never had any issue opening or closing accounts as per my needs may have dictated. Additionally, I have never had late payments or accounts not in good standing. I have attempted several times to resolve this issue and get my points returned by AMEX simply refuses to do anything about this issue!
Company Response: Closed with explanation

Timely Response

2018-12-24

Fisher Island, FL

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-12-24

Brooklyn, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2018-12-24

Briarwood, ND

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

2018-12-24

Boston, 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
Company Response: Closed with explanation

Timely Response

2018-12-24

San Diego, CA

Other features, terms, or problems

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

Other problem
Company Response: Closed with monetary relief

Timely Response

2018-12-23

Clayton, MO

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: On XX/XX/2018, I received notification from the credit reporting agencies that I had received a collection from American Express for non payment on a credit card I had no knowledge of. The collection reported on my credit file is around {>= $1,000,000} dollars, of which I have no knowledge of. I'm a victim of identity theft, please see attached ( 2 ) police report documents. The police reports explain everything I incurred during the robbery. I was robbed and my purse was taken from me violently. American Express has let someone explort my identity and as a result placed a derogatory mark onto my credit file. I've never done any business with this organization before. This has caused a major hardship due to me being a business owner and must retain good credibility. I pride myself on being viable and to maintain good credit health. This situation over the holidays has been troublesome at least. I would like something done about this as soon as possible.
Company Response: Closed with explanation

Timely Response

2018-12-23

Fresno, 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
Company Response: Closed with explanation

Timely Response

2018-12-23

OH

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: To the CFPB : On XX/XX/18 I was notified via email that American Express Serve had closed my re-loadable prepaid account, which had funds totaling {$990.00} remaining in the account. I attempted to login to my online account to withdraw my remaining funds, however, my online account was deactivated, preventing me from accessing my funds. I then called American Express Serve customer service and was informed that the account was indeed closed by the issuer, and also that the funds had not been refunded to the original payment methods or issued to my mailing address via check. I then requested to speak to a supervisor to assert my rights to have my funds promptly refunded to me. The supervisor proceeded to tell me that she is unable to do anything and that another representative will need to get back to me sometime at a later date, meanwhile American Express Serve will be holding onto the funds. I expressed my dissatisfaction with that response and requested an exact timeframe for the refund and for when I would be contacted by the next representative, but the supervisor did not provide a timeframe or provide tangible steps for when the refund would take place. I am seeking the CFPB 's assistance to have my funds returned to me immediately in response to this illegal and unethical confiscation of my funds totaling {$990.00}. American Express Serve is a reloadable prepaid account. One of the participating retailers where customers can load their account is XXXX XXXX. In compliance with the terms and conditions of the account, I loaded {$490.00} ( via Visa card ) to my account on XX/XX/18 at XXXX XXXX and then loaded {$490.00} ( via Visa card ) to my account on XX/XX/18. In both instances the transactions were successfully approved at the cash register, and I also received confirmation emails from American Express Serve confirming that the loads were successful and that the funds were in my account. I completed my transactions at a participating retailer using a permitted payment, yet American Express Serve unilaterally decided to immediately close my account and not allow me to withdraw my funds. As of approximately XXXX XXXX EST on XX/XX/18, American Express Serve has closed my account, prevented me from accessing my account to withdraw the remaining funds totaling {$990.00}, and has not issued a refund of my funds or provided an exact timeframe for when the refund will be received. Additionally, I have reviewed the transaction records for my Visa cards ( which were used to load the account ) and have verified that the funds were successfully transferred to my American Express Serve account. In sum, American Express Serve is currently holding onto my funds and not returning them to me ( despite my requests ) which I believe constitutes theft and is egregiously illegal. I am seeking the CFBP 's assistance to investigate this matter so that I may receive my {$990.00} immediately.
Company Response: Closed with explanation

Timely Response

2018-12-23

Burbank, 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: To Whom It May Concern, I opened an American Express ( AMEX ) Gold Card because AMEXs promotion, which I signed up for, where I would receive XXXX American Express Membership Rewards ( MR ) if I hit a minimum spend of {$2000.00}. As of today, XX/XX/2018 I have hit that minimum spend and have exceeded it, spending on a family trip for my upcoming family reunion, other miscellaneous household items, restaurants, and family expenses as I do NOT engage in Manufactured Spending. However, upon checking my account balance on the AMEX website on XX/XX/2018 I found that I still have not received the said XXXX MR bonus points. I spoke to AMEXs customer service on XX/XX/2018 to inquire about this issue and was subsequently transferred to the Executive team and spoke to customer service representative, XXXX. This female representative explained that I would NOT be receiving my points despite my signed agreement with AMEX. I was told that there was some type of activity of misuse under my account and I was not eligible for the bonus points that was agreed upon. I asked the representative if they could further explain the situation and they would not give me further explanation. Moreover, I asked if I could appeal or speak to someone regarding AMEXs final decision and they said that they could not do so. I believe that AMEX has been engaging in deceitful and predatory marketing practices leaving middle class customers, like myself, to fend for themselves without recourse or even a fair playing field. I appreciate the CFPBs help and support in this manner. Thank you.
Company Response: Closed with explanation

Timely Response

2018-12-23

NY

Problem when making payments

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

Problem during payment process
Complaint: My complaint begins with closing date XXXX payment due date XXXX statement. XXXX via app alert AMEX requested I make a payment because my current charges were {$2700.00} and requested I make at least a payment of {$1100.00}. Which I made through the app thinking this payment was going to the pay in full charges that was {$2700.00}. So, I made a payment on XX/XX/XXXX {$400.00}, XX/XX/XXXX {$1000.00} and {$190.00} through the app plus {$200.00} credits, total of {$1800.00} payments and credits. Minimum payment due for XXXX was {$800.00}. Payments through the app you can not select which balance to pay, it was explained to me their technology applies any payment to pay in full first then pay over time. XX/XX/XXXX bill is satisfied and extras {$1000.00} should have went to {$2700.00}. However, I learn from the next statement ( closing date XXXX payment due date XXXX ), the XX/XX/XXXX payment never went to pay in full charges but went to the pay over time balance, so now my min payment is {$2800.00} upon research this is because charges from XXXX were held back from the closing date XXXX in addition to the {$1000.00} not going to the correct balance. I made additional payments on XX/XX/XXXX {$530.00}, XX/XX/XXXX {$500.00}, XXXX {$700.00} and dissolve my points to pay {$610.00} which also were submitted on the XX/XX/XXXX but are backdated on the current statement. On XXXX I call to address the discrepancy and was told I should the correction on the next billing statement XXXX payment due date XX/XX/XXXX. On XXXX, I receive a call from AMEX saying my bill is past due. After being transferred 3 times and no one knowing what I am talking about, I explain to XXXX my phone call from XXXX because he was completely difficult and refused to look through the records. He says he will resubmit the request and again I am told it should be fixed in 24-48 hours. I call back on XX/XX/XXXX, I am transferred to about 5 to 6 people in between time I am hung up on and now I was furious! Every associate has lied about their organization misappropriating my payments and manipulating charges to miss the correct billing statement. This predatory lending to say the least and I can not believe after 2 years and thousands of dollars this is the service they render to me showing no accountability and pathological lying. This is the same wonton behavior that led up to the Real Estate Crisis of XXXX and they will not get away with this.
Company Response: Closed with explanation

Timely Response

2018-12-23

Brooklyn, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Hello, I am a definitely an XXXX value customer, and I spend most of my money on XXXX card and stop to use the credit cards from other banks, like XXXX, XXXX. Because I pretty enjoy XXXX excellent customer service, and they also try to help me solve problems as possible. Meanwhile, I also recommend XXXX cards to my friends and families, tell them how XXXX cards better than other banks. However, recently I have a problem sinceXX/XX/XXXX which I was trying to transfer some Membership Rewards ( MR ) to miles of XXXX airline partners, so it already been like 3-4 months, during this time, include some holidays like XXXX XXXX, XXXX, I tried to redeem some flights to vacation with my families, but I CANT!! XXXX web shows : '' This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. '' I also try to talk a lot with XXXX customer services representative, even some supervisors, they are nice and just let me wait, but it is not really helpful, some customer service told me that it will take like 6-8weeks, I say : OK, I will wait for that!! NOW, it almost like 4 months which is 16 weeks, the problem is still not solved, and I still try to negotiate with XXXX customer service department, they still just let me wait, and they said they do not know how long the process will take ... XXXX Really???? I am very very very sad, disappointed, which is the first time since I touched XXXX, I have a lot of credit cards with high annual fees, I paid these fees because of the XXXX great services and benefits, so it worths. BUT NOW, IT DOESNT WORTH ANYMORE!!!
Company Response: Closed with explanation

Timely Response

2018-12-22

Gretna, LA

Incorrect information on your report

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

Personal information incorrect
Company Response: Closed with explanation

Timely Response

2018-12-22

N Hollywood, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with non-monetary relief

Timely Response

2018-12-22

Madison, AL

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Company Response: Closed with non-monetary relief

Timely Response

2018-12-22

Newark, NJ

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: My american express card was used by my self in XXXX XXXX XXXX this XX/XX/XXXX I had 2 rooms reserved 1 for me and 1 for my daughter upon checking in i went to my room where the room was dirty moldy i went to the desk and told them i said we just checked in and will not stay in the rooms because of there filthy condition they said ok took our keys back and said no charge. when my bill came i noticed the hotel charged me for 2 nights and for both rooms i called the hotel and was given the General mgr name Mrs XXXX i called several times and left messages over 4 days she never returned my calls I notified Amex and filed a dispute they received info from the XXXX i was given XXXX credit and was still charged XXXX for the second room my dispute was reversed by Amex i called then again in XXXX and put it back to dispute once again they took the merchants side i tried to dispute again but was told i count have 3 disputes. when i told them again that i was only given credit for one room they took another complaint but in 2 weeks it was put back on my card. I called today and spoke to a disputes also who informed me that the docs provide were used 3 times the hotel never did the next 2 docs but amex used the original docs from XXXX all three time now if the first dispute was reversed then using the original docs would make all other disputes in favor of the XXXX XXXX. Today after filing another dispute and giving her reasons for the reverse design she agreed to have them resubmit a dispute asking for new docs from the merchant. Then she transferred me to another woman who told me that the new dispute filed today was not allowed. This XXXX XXXX is XXXX miles from my home and amex just used for all4 disputes the original doc from the hotel i told the woman to cancel all of my 4 Amex cards because of this. It seems that amex did not properly complete the last 3 disputes so ii did not get a fair shot with them and the hotel provide to them false docs saying i was given XXXX and XXXX and a fern night but all i got was a big headache from amex. I was hoping that yr agency can help me as of today i am being charged for something i never received and thing the fair credit act has protection for this
Company Response: Closed with explanation

Timely Response

2018-12-22

Halyoke, MA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Timely Response

2018-12-21

NH

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 had a XXXX XXXX XXXX credit card from American Express. Under the " Offers '' section of their website they offered me a bonus of {$250.00} to upgrade the card to a XXXX XXXX Preferred Card and spend {$2000.00} within 3 months. I received a bonus in XX/XX/XXXX and eventually downgraded the card back the XXXX XXXX XXXX after realizing that the annual fee would not be worth it to me. In XX/XX/XXXX I was again directly offered the same deal in my " Offers '' page. The terms did not say anything about only being able to do this upgrade bonus once, so I took advantage of the offer, upgraded the card to a XXXX XXXX Preferred using the bonus offer link, and met the spending requirement. Chat representatives from American Express have confirmed that I met the spending requirement and that the offer was attached to my account. I still have that XXXX XXXX Preferred Card but was never given the {$250.00} statement credit. Chat representatives have been blowing me off for 10 weeks saying that the investigation will take 6-8 weeks and the most recent one pulled up some offer language about them having the ability to deny the bonus due to " abuse, misuse, and gaming ''. I argued that me taking advantage of a marketing offer that they specifically sent me and that I met the terms of is definitely not any of those, but they will not honor their terms.
Company Response: Closed with explanation

Timely Response

2018-12-21

Gretna, LA

Problem with fraud alerts or security freezes

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

Company Response: Closed with explanation

Timely Response

2018-12-21

Austin, TX

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: This dispute is in reference to CFPB Ref No : XXXX Ref : XXXX and the response from American Express. In the response from American Express they claim to have previously responded to my previous concerns regarding the reason for my account closure based off fraudulent information, closure of my account despite having open billing disputes, closing of the account with no prior notice provided as required by federal statutes when billing errors are open, the handling of my billing errors, as well as confiscating my earned reward points. The issue is, none of my concerns were actually responded to in previous letters. American Express has failed to actually directly address any of my issued raised even once. Instead, each response is a general response with my exact answers given to the concerns raised. While once again American Express denies having received information of their decision based off of fraudulent information has never been provided. In fact, even if they never received the certified document via mail, they have received it via attachments to CFPB complaints ( XXXX, XXXX, XXXX ) which all not received a response to. In addition to the undeniable cfpb complaints which included these documents I also faxed, emailed and uploaded these documents through the American Express document upload center in the manner directly provided by American Express agents who have verified receipt of this document on several occasions. By continuing to deny having received the document in question while responding to a complaint it's directly attached to is in extreme bad faith and poor taste. Which is apparently the manner in which American Express operates it's billing and customer service departments. Continuing on American Express states my billing disputes where handled correctly, yet no mention of the disputes in question was ever provided. A good example of a dispute mismanaged would the dispute with the XXXX XXXX XXXX. In this dispute, the hotel decided to charge card for a room upgrade after I checked in and provided my card without informing me of a rate change. Upon check in my reservation and rate was verified to which I presented my card for authorization for the reserved room and charges. Additionally, a XXXX XXXX XXXX XXXX member the merchnats own website states upgraded rooms are provided free of charge. In this dispute which I continually had to refile at the request of American Express agents. In each dispute filed I provided a copy of the reservation made with my attached member rewards number displayed and a copy of the merchant 's reward benefits taken directly from their own website. Yet the merchant chose to charge my card $ 1000+ over the cost of the reservation made and approved. American Express failed to investigate the overcharge or read the documents provided which clearly indicate the charge expected and authorized to be WAY below the amount billed. No explanation, paperwork or reasoning was provided for the decision by American Express. Yet each time I'd call in to speak with the dispute dept, the agent would tell me this must have been an error on our part please resubmit the dispute. They would resubmit the dispute linking it to the previous ones closed in " error. '' Only to have the dispute closed the same day or day after with no explanation. Yet American Express continues to allege all my billing disputes were handled correctly, in opposition of the statements made by their dispute department. To summarize, I'd like more than a generic response or reference to a previous letter sent which failed to address any exact issues presented. The issues I'd like clear, concise and detailed explanations and responses to are as follows : 1. ) Why my account was closed without notice, despite having active billing disputes which is in violation of federal statutes. 2. ) Why American Express continues to deny receiving my submitted documents despite them being attached to multiple CFPB complaints received by American Express proving they were in fact received at least several times. 3. ) Why American Express would take adverse action despite being aware the information being used to make the decision was due to identity theft, incorrect and being reported in violation of federal statutes. 4. ) Why American Express found it ok to confiscate hundreds of thousands of earned reward points while informing me they would be returned if the account was made current ( which taking the billing disputes into account it was ), but failed to return the stolen reward points in any way shape or fashion. 5. ) A full review of reported billing errors and provide clear concise reasons for American Express finding the charges valid despite the mountains of paperwork provided proving the opposite. 6. ) Why American Express has refused to directly address these issues which have been raised multiple times before without being addressed. I would like these 6 issues directly addressed and answered, not just a generic response referring to past responses which failed to address these concerns either.
Company Response: Closed with explanation

Timely Response

2018-12-21

NY

Closing your account

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

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2018-12-21

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

2018-12-20

Cocoa, FL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: American Express Travel Related Services Company , Inc. issues the Amex Bluebird card in partnership with XXXX. I have been using this card for direct deposit and as my primary spending instrument for a number of years now. On XX/XX/2018, I returned a broken retail item to XXXX and was issued a refund with no troubles from the store. The object was obviously defective and my money was credited back to my card. The amount in question was {$140.00}. This amount has, as of XX/XX/2018, still not been made available to me in my account. Due to this, I have had absolutely no money to my name for a week now. I am desperate to have this resolved. I know the amount of money involved is not a large sum, but I was relying heavily on it to feed my family, as I am a poor man. Because of this glitch, or whatever it is, my XXXX XXXX-year-old XXXX XXXX and my XXXXyear-old have not eaten since Tuesday, when they ate saltine crackers and catsup. My wife and I have not eaten since Sunday. With tomorrow 's meager paycheck, I will have to buy food and I will not be able to even purchase the cheap XXXX XXXX toys I was going to leave under the XXXX Tree this coming Monday evening. This money does not belong to American Express. It belongs to me. I have no one to whom I can go for a small loan or any help. The soup kitchen in my area is a violent den of drug users and drug dealers. I do not qualify for benefits because I do have a job. And normally I can afford to just barely squeak by, but every penny counts in my home and American Express 's arbitrary hold policy is literally starving my family.
Company Response: Closed with explanation

Timely Response

2018-12-20

VA

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 for an American Express XXXX XXXX card on XX/XX/XXXX. I thought I used my referral link to receive XXXX XXXX points ( in addition to the sign up bonus of XXXX after {$4000.00} in spending in the first 3 months ), but upon calling American Express on XX/XX/XXXX and XX/XX/XXXX, was told that the referral link was not attached to my application. They said they could not manually add it. My referral link that I believe I used is http XXXX XXXX XXXX On XX/XX/XXXX I asked to speak to a manager and was told they could do nothing for me.
Company Response: Closed with explanation

Timely Response