AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 113
2018-12-08
Fort Worth, TX
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Privacy issues
Complaint: On XX/XX/18 American Express called my roommate 's parents house looking for me.
Ironically, I had stopped by for a brief 30 minute visit. When I was handed the phone the rep told me they were calling in regards to a missed payment that I was about 2-3 weeks late on of XXXX dollars.
Shocked, I told the rep I would call back from my phone. After over 45 minutes on the phone American Express could not give me answers on how they obtained my roommate 's parents number. They stated I possibly had called from that number before, which I have never used.
I believe there is a possibility they could be getting 3rd party tracking data from my XXXX XXXX XXXX cellular device. I wasn't answers on how they even obtained the number and how they knew I was there at that random moment.
Company Response: Closed with explanation
2018-12-07
Clayton, MO
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Company Response: Closed with explanation
2018-12-07
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with explanation
2018-12-07
Garrett Park, MD
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
2018-12-07
Columbus, OH
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Company Response: Closed with monetary relief
2018-12-07
August F. Haw, CA
Problem getting a card or closing an account
Credit card or prepaid card: Gift card
Trouble getting, activating, or registering a card
Company Response: Closed with explanation
2018-12-07
Ballwin, MO
Improper use of your report
Credit card or prepaid card: General-purpose credit card or charge card
Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation
2018-12-07
Bohemia, 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
Company Response: Closed with explanation
2018-12-07
Kingman, AZ
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 monetary relief
2018-12-07
Beyersville, 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: While making a reservation on XXXX XXXX in XX/XX/2018, I was offered a promotion by AMEX to open a co-branded Gold Delta Skymiles card with a promotion of {$200.00} in statement credit and XXXX Bonus Miles if I spent a certain amount in the first 3 months. The offer clearly stated that it was only for New Account Holders who did not have this card in the last year. I had a similar card 2 years ago but since the stipulation was only for the last year, I signed up for the card. I met their spend requirement and even after 10 months I have not been given the statement credit or the bonus miles. I have called multiple times and was told that they will investigate and get back to me but no one did. Finally when I called today, first they make me hold and then hang up on me. And when I called again, I was again put on a long hold and then told that since I had the card in the past they did not give me the promotional offer although the offer very clearly stipulated the restricted time of 1 year. The agent was like we are sorry that the online offer was misleading and did not match and I will ask our marketing team to review the offer materials but would give me no time frame for any resolution.
Company Response: Closed with non-monetary relief
2018-12-07
Brooklyn, NY
Communication tactics
Debt collection: Credit card debt
You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief
2018-12-07
Nyc, 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: I have a 3 American Express Platinum cards which cost me over {$600.00} a year in annual fees, providing the highest level of benefits and service Amex offers to consumers. On XX/XX/XXXX, I created a hotel reservation using my rewards points by accident and called the back of my card immediately. The hotel charge was worth {$440.00} but I used points for the entire purchase. I explained that I was just trying to look at how many points the reservation would cost and that I accidentally clicked on the book button. The call was only 7 minutes long and the person I spoke to from Amex ( his name was XXXX ) said no problem and gave me my points back. I assumed that meant that the reservation was also canceled since I clearly stated at the beginning of the call that I was only trying to see how many points it would cost and did not mean to book it. A couple hours later, I realized that the original hotel reservation I made was the best deal and used my points ( which had been reserved immediately ) to book the same hotel again.
When I reached the hotel in XXXX, XXXX on XX/XX/XXXX, they said I had 2 exact same reservations in my name. They would not let me check in until I took both rooms even though I only needed one. I immediately called Amex and explained the situation. They opened up a ticket and said they would investigate. One supervisor from membership rewards even admitted on a recorded line that it was an Amex issue about 65 minutes into the call, stating that the membership rewards rep should have contacted Amex travel to cancel the reservation. Over the course of XX/XX/XXXX - XXXX, my wife and I spent over 4.5 hours of call time speaking with Amex. We had 7-8 different individuals ( reps and managers ) tell us they would open a dispute and personally promised to get back to us, but none of them did except the last one. No one gave us a timetable for resolution, no one followed up, and we had to call every 2 days asking for updates to no avail. We finally spoke with a supervisor on XXXX who read the transcript of the call on XX/XX/XXXX and said they would not be refunding, even though in the beginning of the call I stated that I accidentally booked the hotel and was just trying to see how many points it would use.
I was naturally furious and canceled the card immediately. I have no trust in Amex after this experience and never will work with them for a personal card again. They had no remorse, no offer of trying to fix the situation, no acknowledgement of the horrible customer experience, and no satisfactory resolution.
Company Response: Closed with explanation
2018-12-07
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
2018-12-06
Oakland, 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
2018-12-06
NJ
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 have been an american express customer for years. i noticed about 8 months ago that my business management account waas not accumulating points i called last weekend i was told since XX/XX/2017 no points have accumulated. i was told it would be worked on. i call today and see nothing has changed i get transferred all over the world with no regard for my time. this is stressful enough and i cant be the victim of system failure. i need points i am owed from XX/XX/XXXX on on business management acct which i am owed and other for my trouble and how this happened explanation without calling and being trnsferred all over the world
Company Response: Closed with explanation
2018-12-06
Turners Falls, MA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with explanation
2018-12-06
Frisco, TX
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
2018-12-06
Palmyra, MI
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with monetary relief
2018-12-06
E Somerville, MA
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: I have presented American Express with disclosure of concerns pertaining the fraudulent use of my account and identity theft. American Express has noted that an address that I did not authorized was associated with the account and confirmed that to this address a credit card was sent out. I reported that from the opening of the account, I have not received a card for my account. Further, the account was compromised and debits continue to be made to the account after having reported several times fraud as their department failed to prevent the unauthorized party to continue to make charges to the account. I have presented my concerns to several parties at American Express, and to this date there exists failure to address the concerns of fraud and identity theft appropriately. I have requested that the monies that were debited from the account as a result of fraud be credited to the account.
Company Response: Closed with explanation
2018-12-06
Katonah, NY
Threatened to contact someone or share information improperly
Debt collection: Credit card debt
Talked to a third-party about your debt
Complaint: American Express called my Father on XX/XX/2018 to ask about my Card that was past due. I am not a Minor, and they have no legal right to discuss my debt with my parents. The billing statement was only 2 days past due, and they were calling my relatives about my debt. The were talking to him and told him the exact amount due, and private information about my debt. I assume it is american express, but they are also calling my cell phone from various different numbers, and the voice mail is telling me to call a different number than the caller ID is coming up as. In this age, where there is so much fraud and identity theft, they should only be calling from known published numbers, not random numbers. When someone leaves a voicemail, with a computer generated pre-recorded response, telling me to call a completely different number, that in my mind is someone trying to steal my private information.
Company Response: Closed with non-monetary relief
2018-12-06
Greenville, NC
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 monetary relief
2018-12-06
Sanford, FL
Written notification about debt
Debt collection: Other debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2018-12-06
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: This is to re-open case No : XXXX American Express didn't explain the discrepancy of upgrade dates between their record and the date that is reasoned from the evidence I provided : I upgraded membership at XXXX and my upgraded card membership fee charged by American Express covers from XXXX. Evidently, American Express 's claim " the card was upgraded on XXXX '' is false and the false claim was resulted from their side of error on investigation ; also American Express can not provide any evidence that on XXXX I provided consent to the disclosure of the new card membership. Moreover, the promotional email was sent to me on date XXXX, which is after XXXX. Therefore, investigation conclusion from American Express has no grounds.
Last but not least, the full description of the promotion in the email from American Express is below : " Good news, XXXX! You've been selected for an upgrade. As a Blue Cash Preferred Card Member, you can earn even more cash back on the purchases you make every day.
Spend just {$60.00} a week at U.S. supermarkets and you could earn over {$180.00} back per year. And, with this special offer, you can earn a {$250.00} statement credit after you spend {$2000.00} in purchases on your new Card in your first 3 months. Offer expires XX/XX/2018. '' The loose term 'New Card ' can not justify the method American Express was using to calculate 92 days ' period during their investigation on case No : XXXX. Evidently, from XXXX XXXX ( when new upgraded card membership starts ) to XXXX, my expense has met the expense requirement {$2000.00}.
If American Express still insists on the same conclusion as in Case No.XXXX, I would like to request American Express to provide : 1. A copy of Consent and Disclosure I have signed and agreed regarding membership upgrade on the date XXXX.
2. A copy of Evidence proving the definition of the term " New Card '' is explained and included in the promotional email from American Express.
Failing to provide the documents mentioned above can result in conviction of illegal behavior under FDIC law, regulations, related acts.
Company Response: Closed with explanation
2018-12-05
AZ
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: On XX/XX/XXXX, I went to my Credit union to pay off my car loan to obtain the title and attempted to use my Amex card. The credit union did not have the appropriate machine to swipe my American Express card and recommended a cash advance from Amex. While at the credit union, I called American Express for a cash advance. The Amex agent over the phone recommended I use my XXXX XXXX account to process a transaction to obtain the funds to pay my car off. The same day, I processed a transaction on XXXX XXXX for {$11000.00}. I was then able to use this money to pay off the car loan. Since then, American Express froze my account for several weeks for possible fraudulent activity. I am extremely offended after THEIR agent recommended this practice. I have had amazing and impeccable relationships with all my credit card companies. They also closed my account, reinstated and new one a decreased my credit line to an extremely low amount and forced my monthly payments to a higher dollar amount. I have asked the American Express company to pull the recording of the call to review THEIR employees guidance. Since then, I have not heard from anyone and received my new bill, with a new number and a past due amount! My credit has been excellent. I have an account closed by grantor and a new account that is now showing past due. I have tried to escalate this problem to management but my calls seem to be intercepted by call center agents and my complaint is still not handled appropriately and IGNORED. I have been in XXXX XXXX for over 23 years and would not tarnish my reputation over a senseless act. Please have American Express pull their recording, confirm their agent provided guidance to perform a XXXX XXXX transaction, return my line of my line of credit, and fix my credit bureau reporting.
Company Response: Closed with non-monetary relief
2018-12-05
Phoenix, AZ
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