AMERICAN EXPRESS COMPANY

2018-12-18

Portland, OR

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: XX/XX/2018 Letter to XXXX XXXX, XXXX XXXX XXXX - My client, XXXX XXXX, called me and told me to call XXXX XXXX at XXXX XXXX XXXX x XXXX. My client said Why is a Collection Agency calling you at my business? GOOD QUESTION! XXXX Do you know that calling my client is a violation of Collection Agency Ethics? Please give my Invoice to your boss and have him/her/they process it as soon as possible. In XX/XX/2018, I wrote to XXXX XXXX XXXX, Chairman and CEO, American Express Company and XXXX XXXX XXXX, CEO, Delta Airlines instructing them to cancel my Delta Sky Miles American Express account after 50 years as a customer. I never received a response. Account XXXX is a FRAUDULENT account. I never opened an account ending in XXXX. My recurring payment to XXXX was transferred to the FRAUDULENT account, which messed up my XXXX account and will cause XXXX to lose my business. My Credit Score has gone from XXXX to XXXX, all because of the FRAUDULENT activity of your client, AMERICAN EXPRESS. Enclosed find INVOICE XXXX XXXX XXXX, INVOICE XXXX Mr. XXXX XXXX XXXX and INVOICE XXXX XXXX XXXX XXXX. Thank you for your assistance in this matter, XXXX. I am sorry to see you caught in the middle. I am sure you want to treat me fairly. ''
Company Response: Closed with explanation

Timely Response

2018-12-18

Portland, OR

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I NEVER had an American Express Account ending in XXXX. I do NOT owe American Express any money. The Account Balance is XXXX. American Express has all my correspondence and can provide XXXX XXXX XXXX copies. This is the second DEBT Collector that American Express has sent after me. I wrote to XXXX XXXX XXXX, explained that American Express Account XXXX is FRAUDULENT. XXXX XXXX XXXX stopped contacting me but did NOT resolve the problem. American Express just assigned the FRAUDULENT Debt Account XXXX to XXXX XXXX XXXX and XXXX XXXX XXXX is HARASSING ME.
Company Response: Closed with explanation

Timely Response

2018-12-17

Union City, 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
Company Response: Closed with explanation

Timely Response

2018-12-17

Bedford, OH

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-12-17

Conshohocken, PA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2018-12-17

Bronx, 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
Company Response: Closed with explanation

Timely Response

2018-12-17

Crown Hill, WA

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

2018-12-17

Nyc, NY

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: Following a Delta Sky Miles offer I was given a Delta American Express Gold credit card in XX/XX/2016 with a credit limit of {$2000.00} whilst unemployed ( which I disclosed ). I subsequently got a minimum wage job but could not afford to pay off the balance. Every time I reached my limit American Express increased the credit limit despite the fact I was only paying the minimum. The authorized limit went from {$2000.00} to {$6000.00} to {$12000.00} and to {$15000.00}. Even on the {$15000.00} limit they allowed me to go close to {$17000.00}. In XX/XX/2016 my salary was gross {$22000.00} and today it is {$30000.00} but I am struggling to pay the debt down. I contacted the American Express Gold Card department several times and was literally laughed at when all I wanted to do was to find a solution to my issues. They offered no support or advice. As a last resort my father spoke to the Platinum department and was treated in a similar manner. I am still paying the minimum and see no way out of this situation. I do believe this is predatory lending and unacceptable.
Company Response: Closed with explanation

Timely Response

2018-12-17

Cocoa, FL

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: This event took place starting on XX/XX/XXXX, just days before XXXX. I took a broken item back to XXXX for a refund, which they granted without any argument. The money was immediately put back into my Amex Bluebird account. But NOW Bluebird is withholding the money from me. I am not a wealthy man. I can't feed my XXXX-year-old and XXXX XXXX XXXXyear-olds now ( not to mention myself and my wife ) until either the next time I get paid or Bluebird lifts this hold off of MY money. When I attempted to call customer service to remedy this problem, I was escalated to management 4 times. Their customer service phone system is essentially non-functioning. I was disconnected every time. I spent over three hours attempting to have a full phone call with them. ( And this isn't the first, second, or even 50th time I've had this problem with their phone line. ) At one point, a service manager on the other end sounded like he was going to do something to help, but of course I was disconnected before anything could happen. The amount in question is {$140.00}. And while that may not sound like much to some people, it means food or no food in my home. XXXX refunded this money to me, not to American Express Bluebird. This hold is irrational and unreasonable. I know that there are ways that a bank can bypass their hold policies, but the company refuses to work with me. I have nobody, or nor way to borrow the money from anyone until the 7-14 day waiting period on the hold is over. The main reason I use this card is because they reportedly give you access to direct deposits up to two days early, as soon as the deposit is authorized. They don't even do THAT anymore. And I happen to know that my weekly, Friday paycheck is authorized every Wednesday afternoon, like clockwork. They used to give me access to the funds on Thursday morning. Not anymore. Not for many months now. They're falsely pushing a fake account benefit in order to sucker more people into signing up.
Company Response: Closed with explanation

Timely Response

2018-12-17

New Britain, CT

Other features, terms, or problems

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

Problem with balance transfer
Complaint: I applied for the AMEX EveryDay Credit Card on XX/XX/2018 via the AMEX website. AMEX approved my application instantly ( within seconds/minutes ). AMEX granted a credit limit of approximately {$24000.00}, with a balance transfer limit of {$5000.00}. My complaint pertains to the {$5000.00} balance transfer limit. The card offer terms did not clearly disclose or list any specific limitations on the balance transfer limit. I applied for this card to take advantage of the 0 percent APR on balance transfers and {$0.00} balance transfer fee. I would not have applied for the AMEX card had I know about the 20 percent balance transfer limit. However, AMEX disclosed the eligible balance transfer amount after I submitted my application. The offer disclosure makes reference to " eligible balance transfer amount '' and explains that this amount will be based on your credit worthiness and other factors including your history with AMEX. However, the disclosure also says, " .... you may not request a balance transfer amount less than {$100.00} .... and the total balance transfer request must not exceed your credit limit. '' A reasonable person would not interpret that to mean your eligible balance transfer amount may be as low as 20 percent of your credit limit. I believe this omission satisfies the three UDAAP prongs : ( 1 ) The act or practice misleads or is likely to mislead the consumer ; ( 2 ) The consumers interpretation is reasonable under the circumstances ; ( 3 ) The misleading act or practice is material.
Company Response: Closed with explanation

Timely Response

2018-12-17

Bellevue, WA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with monetary relief

Timely Response

2018-12-16

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
Company Response: Closed with explanation

Timely Response

2018-12-16

Middletown, DE

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

2018-12-16

Middletown, DE

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

2018-12-16

CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am unable to access my funds with the American Express Serve Acct. since XX/XX/2018. I was advised to cancel my card. Upon doing so I was also advised that i could pick up another card at the store to link it to my already opened verified full service use acct to have access to my acct. Now I have not received my card yet and have checked everyday since mon XX/XX/2018. I have been on the phone at least 5 times and talked with only 1 supervisor as one hung up on me before saying hello and have been hung up on by a couple other different reps for reasons I can not understand. I could if I was rude or degrading or offensive or cursing and threatening but I was loud and angry maybe but none of the others above. I am given no opinion for accessing my money. I even asked them to cover the overnight cost but was told no. I have a very awful divorce from an abusive man and I have court and need the last of my funds to my name for gas or he gets everything. I do not think it's right to be told no I can not access my cash I put on my card in an acct i opted to have with them. How can a company withhold me from my money. It's not a check pending or a credit card for cash advance it's a checking acct with a debit card. How can they tell me no I cant have my money. I cant even send cash to myself for a fee. So I even tried opening a new acct since I could link the card I bought and loaded with more cash per their advisement and I cant transfer it. I cant even close one acct and have the money deposited into my other American Express serve acct cuz it's in my name. I then got charged my monthly maintenance fee though I can not use the acct and they would not refund that either. I'm disgusted. I'm disappointed that a company like this is going to keep me from my cash deposited funds.
Company Response: Closed with explanation

Timely Response

2018-12-15

Austin, TX

Other features, terms, or problems

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

Other problem
Complaint: In a letter dated XX/XX/XXXX American Express stated the following reason ( s ) for their decision to close my accounts. My FICO score as provided by XXXX. A recent payment made to American Express was returned unpaid by my financial institution. Based on my credit report, I am or have been past due with other creditors. Our assessment of your total revolving balances on American Express and other credit cards as indicated by your consumer credit report. Prior to receiving this letter and many times subsequently to this letter being provided, American Express was notified every reason used in AMEXs decision to close my account ( s ) were fraudulent. The data used by AMEX was the result of identity theft and another banks violation of many consumer protection laws. American Express was promptly informed of this fraudulent information which they were using and requested I have it corrected and / or provide evidence and the corrected updated information. I promptly complied with this request and began working with he credit reporting agencies. The Credit Reporting agencies only removed the fraudulent data after the bank reporting the inaccurate and fraudulent data was left with no choice but to comply with the fair billing practices act. At which time provided a letter to both myself and the CRAs stating I was not held responsible for the massive debt and negative data being reported by them. This process took quite some time, but I kept AMEX up to date through the entire process. To support my claim and correct he fraudulent information being used by AMEX in their decisions I provided AMEX with Documents Validating my identity A copy of request to have the fraudulent information removed by the CRAs. A copy of my FTC Identity Theft Affidavit A copy of the FCRA 605B ( 15 U.S.C. 1681c-2 ) Copy of a letter from XXXX stating I am not liable for fraudulent transactions. Copy of most recent XXXX Credit Report where fraudulent information has begun successfully being removed after being investigated. o Fraudulent and newly updated Information is highlighted My last correct account statement received. A copy of my official complaint to the FDIC A copy of my initial complaint filed with the Comptroller of Currency A copy of my FTC Complaint Copy of the Email thread proving XXXX was in receipt of my ID Theft Report and dispute Bank Statements showing income deposited and ability to pay. Yet despite the overwhelming evidence proving the data being utilized by AMEX to be incorrect and fraudulent, AMEX has continued to use that data and maintained its position to close my accounts and confiscate roughly {$1500.00} worth of AMEX reward points I had saved up. After the accounts being cancelled and points taken, I paid off my AMEX blue card completely, and the balance on my platinum card except for the charges under dispute, which were never properly handled by XXXX, and the value of the reward points I Had earned. On multiple occasions I was informed by AMEX, and AMEX debt collectors as soon as the account was brought current, I would be able to utilize my AMEX reward points Id earned and apply them to the bill. I did this multiple time, but was never given access to any of my confiscated rewards points. AMEX states they have no record of such a discussion, yet I request AMEX go review the conversations I had with their representative XXXX XXXX, who was attempting to collect the debt being disputed. After he was informed the debt was in dispute, he reconnected me with the dispute department who resubmitted the disputed transactions which were not handled properly, and I had never been supplied with evidence as to why I owed the disputed amounts. The redisposed transactions were closed out almost as quickly as they were reopened however. AMEX has failed to meet its commitments and confiscated a large value of reward points I earned refusing to return or even transfer them to associated partners. I previously submitted CFPB Complaint XXXX on XX/XX/XXXX. On XX/XX/XXXX American Express replied stating they were unable to locate the certified document sent on XX/XX/XXXX referenced in my correspondence. This makes no sense, as not only did originally begin submitting the document on XX/XX/XXXX. I submitted the document by certified mail, the American Express Document upload site and faxed the documents in question. I called in a week after having submitted these documents and was informed they had been received and would be reviewed. Furthermore, in the reply to CFPB Complaint XXXX, AMEX states yet again they have not received the referenced documentation. However, the referenced documentation is even attached to the complaint forwarded to AMEX by the FCPB. So Im confused as to how it was never received if at the very least Complaint XXXX has the documents attached directly.
Company Response: Closed with explanation

Timely Response

2018-12-15

Walthill, NE

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

2018-12-15

Three Bridges, NJ

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: Well basically what happened is this in XX/XX/XXXX my brother took out am american express card in my name hes XXXX XXXX person.I didnt know about it but then in XX/XX/XXXX I checked my credit report and I saw that I owed american express XXXX XXXX so I called them and said what the XXXX is this I dont have or ever had an american express card by the way they didnt seem to care but I found out it was my brother the dummy so I told them to transfer the card into his name you see at this time he was making the minimum payments to them so they were making money on the interest so it wasnt in there favor to help me but any few months ago he stopped paying them and they ran and levy my bank account for XXXX I dont think it fair because a few things pop in my head why did they give so much credit it seems predatory and in doing so why didnt ask for identification on so much money on an unsecured debt so now i lost XXXX dollars they ran to my bank with a court order and took the money.Another words they target people in lower income brackets to take advantage of them when they cant pay back and one day everyone in this country is going to pay back in a big way.
Company Response: Closed with explanation

Timely Response

2018-12-15

Anaheim, CA

Getting a credit card

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

Application denied
Complaint: I applied for a card with American Express. Because I have had cards with them before. However when I applied for a card today XX/XX/2018 with American Express that had NO annual fee, they Declined me. So I applied right after and I got APPROVED for an American Express Card with an annual fee of {$550.00}. And when I tried again even after I got approved, to apply for a different card with NO annual fee, they declined me. The point I am trying to make here is that American Express is only approving me for cards with {$550.00} annual fees so they can gouge me. That is completely unfair to consumers like me. I don't mind the card with the annual fee & I plan to keep it open. American Express ran my same credit for 3 different cards : The American Express Cash Magnet card w/NO annual fee. The American Express Blue Cash w/NO annual fee, And the American Express Platinum w/ {$550.00} annual fee. And they only APPROVED me for the card with the annual fee of {$550.00} which is American Express 's best card. This does not make any sense. Please look into this.
Company Response: Closed with explanation

Timely Response

2018-12-15

Silver Spring, 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
Complaint: I applied for the American Express Gold Card on XX/XX/XXXX. The Refer-a-friend offer terms were : - XXXX Membership Rewards points after spending {$2000.00} on the card within the first three months - 20 % off dining purchases for the first three months, up to {$100.00} Because the 20 % credit did not post on my XXXX statement, I went on the chat feature on American Express website to ask about it. The chat representative I reached on XX/XX/XXXX said that the bonus was revoked. The representative provided no further details. I immediately called the number on the back of my card and asked to speak with a representative. This representative told me that the bonus was revoked because I had received the bonus on a completely different American Express card ( the SPG card ) back in XXXX. I was incredulous. The phone representative offered to transfer me to customer service. This new representative then said that my original understanding of the welcome bonus was correct, and that I am eligible for the welcome bonus. Furthermore, she said that I had already met the spending requirements for that bonus. There is no way for me to trust that she is correct, if both the chat and first phone representative said American Express revoked the bonus from my account. How can I trust this company?
Company Response: Closed with explanation

Timely Response

2018-12-14

Manhattan, 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
Company Response: Closed with explanation

Timely Response

2018-12-14

Miami, FL

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

2018-12-14

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

2018-12-14

Nyc, NY

Closing your account

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

Company closed your account
Complaint: Allegedly, my account ending with XXXX ( Business Gold Rewards Card ) was SHUT DOWN for not complying with the offer terms. 1.Here is the shocker : there were no offers or promotional terms attached to this account as this has been verified by several account managers. Moreover, the account was not actively linked to any other cards at that time. So the linkage and pattern theory is flawed as explained by reps. 2. American Express has one of the strictest policies for sign-up bonuses that cap one per card per lifetime. I have already received the sign up bonus in the past for this product and this offer would not have been added as you insinuated. Your reasoning in this case is illogical and flawed, too. I strongly suggest that you get familiar with your policies.
Company Response: Closed with explanation

Timely Response

2018-12-14

Seattle, WA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/2018, I applied and was approved for the American Express Business Gold Rewards card. The terms of the application specifically stated that I would earn XXXX Membership Rewards points after I spent {$5000.00} in qualifying purchases on the card within my first 3 months of card membership. At no point during the application process was I told that I was ineligible for the XXXX points bonus. After I was approved, on the same day ( XX/XX/2018 ), I chatted with an Amex representative to confirm the terms of the XXXX points offer and the date by which I had to finish spending the {$5000.00} to qualify for the offer. The representative confirmed the offer and provided me the date. By XX/XX/2018, I had finished spending the requisite {$5000.00} but had not yet received the XXXX points. I decided to chat with American Express to ask about the status of these points. I was told by the representative that the welcome bonus offer had been removed from my account after my previous conversation on XX/XX/2018. At no point was I informed by American Express that this offer had been removed from my account. I was not told during the application process that I would be denied the bonus, and it was furthermore confirmed by an American Express employee on XX/XX/2018 that I had this bonus attached to the account. This is a complete bait and switch by American Express since I received confirmation of the bonus and then it was silently removed from my account. I would not have applied for this card, let alone spent {$5000.00} on it, had I known I would not receive the XXXX points -- this is the whole reason why I confirmed the bonus attachment on XX/XX/2018. I believe I am owed XXXX points by American Express.
Company Response: Closed with explanation

Timely Response