AMERICAN EXPRESS COMPANY

2018-11-28

El Dorado Hills, CA

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

2018-11-28

Washington, DC

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-11-28

Ft Lauderdale, FL

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
Complaint: On XX/XX/2018, I applied for the Amex Everyday Credit Card online on americanexpress.com. Prior to applying i reviewed the offer online along with it its terms, conditions and limitations. The promotional offer for new members on purchases and balance transfers was 0 % apr for 15 months with 0 % balance transfer transaction fee. This was a good offer since I wanted to do a balance transfer of {$15000.00}. I applied and was approved for the card with a credit limit of {$25000.00}. I called in to take advantage of the Balance transfer offer. I was then told by a representative that there is a limit on the balance transfer of the lesser of {$7500.00} or approved credit limit. In this case it was {$7500.00}. This information was not disclosed anywhere nor can it be found on card members agreement prior to applying. In this case is {$25000.00}. I demanded to speak to a manager. I read to the Manager the terms & conditions along with card members agreement in writing stated that balance transfers maximum is upto your credit limit. The manager stated, " You can only find this information after you have applied ''. This is false advertising and extremely misleading. They purposely left out information. If I had known this information I would not have applied for this card and take a credit inquiry. I would have taken my business to another financial institution. When I received the card, i noticed that it stated that the " Promotions 0 % APR '' is only for 12 months. This is not what I applied for. I called and the representative stated that I knew this information when I was applying for the card. I have the Rates, fees along with the terms of conditions on the date I applied for the card that specifies 15 months 0 % Intro APR. They could not resolve this. American Express is offers this introductory APR of 0 % for 15 months standard for this card. They could not admit that their system had an error. I have documents to prove they have advertised falsely and misled me as a consumer.
Company Response: Closed with explanation

Timely Response

2018-11-28

Nyc, 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

2018-11-28

65th Infantry, PR

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-11-27

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-11-27

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-11-27

Warren, RI

Fees or interest

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

Problem with fees
Complaint: My American Express credit card payment was due on XX/XX/XXXX. I went onto the app to pay it and for some reason it did not go through. Not sure if the mistake was on my end or the company. On the XXXX i noticed the funds didn't come out of my account i went in and paid it. I was assessed a {$27.00} late fee. Because i have been a customer for a couple of years and have not had any late fees, i decided to call American Express on XX/XX/XXXX to see if they would consider rebating the fee. I spoke to a young man who told me it was absolutely no problem, i would have my money refunded to me in 24 hours. He then went on to try to sell me upgrades and products which i declined. On Friday, XX/XX/XXXX i noticed that the fee was not refunded so i called again and spoke to XXXX. She apologized for the previous representative and said that he never submitted a refund. She stated she would take care of it and the refund would be on my account in 24 hours. On Monday XX/XX/XXXX still no refund. I chatted ( online ) with customer service and and they told me that XXXX and the first rep submitted the rebates however they were declined. They said both reps knew they were declined and should not have told me they were approved. On XX/XX/XXXX i called again and spoke to XXXX who apologized profusely and said that she didn't know why they lied- however she believes its because they didn't want to upset me. She assured me that she was escalating to a supervisor and also filing a complaint. She told me the supervisor would approve the refund and i would see it by today, XX/XX/XXXX. There is no refund today. If they couldn't rebate the fee, they should have told me that and i would have accepted it. I don't believe it is ethical to lie to a customer just to get out of what you think is going to be a difficult conversation. It unethical. And given the fact that the first gentleman immediately went into a sales pitch after he lied to me, i believe the conversation was a UDAAP violation as well.
Company Response: Closed with monetary relief

Timely Response

2018-11-27

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
Company Response: Closed with explanation

Timely Response

2018-11-27

Harvey, LA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief

Timely Response

2018-11-27

Hamburg, MN

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: While returning on a flight from XXXX to XXXX on XX/XX/2018, I received a flyer from a flight attendant for a Delta Sky Miles credit card to join for XXXX bonus miles. The following day, I contacted the phone number on the flyer, and explained that I wanted to acquire this Sky Miles Delta card for the XXXX bonus sky mile points. I spoke at length about what I would need to do to follow all criteria on obtaining this card, and I agreed. I asked about cancelling the Blue American Express Delta Sky Miles card that was in my husbands name, and said that was no problem, as this was in my name. I was sent an email with Ref. # XXXX as my thanks for applying, telling me not to apply for another Gold Delta Sky Miles credit card during the application process. I did not. On XX/XX/2018, my new Delta Sky Miles card was sent. I enrolled in Online Access. I was sent an email that the Blue Delta Sky miles cards were cancelled. I proceeded to follow the rules of using the card to make sure I got my XXXX bonus sky miles, even calling American Express to make sure I was doing what I was supposed to do, and calling also about the {$50.00} Delta purchase I needed to make. In total, I probably called 6-7 times in the 6 months we were using this card. One of the times I called, I spoke with a fellow about when my sky mile points would be posted. He wasn't exactly sure, but told me to wait until my XX/XX/2018 bill. He said " Don't worry, they will be on then ''. When I got my bill the end of XXXX, 2018, the points were not on, so I called. The person I talked to told me I was not enrolled in any special bonus points program. After speaking to him for about 10 minutes arguing about that fact, I asked to speak to a supervisor. XXXX came on the phone and told me that I was not enrolled in the program, When I asked what she was talking about, she said that I had already had a Delta Sky miles card in the past, so was not eligible for another one. She also stated that there were NO record of any calls from me to American Express in the last six months! I asked her if " I was in the XXXX XXXX? '' I was never, ever told this by anyone in the 6 months since I applied. If I had been told that, I never would have applied for this one. Why would I cancel a NO FEE card for a {$95.00} a year FEE card? I sent a complaint to the Attorney General of Minnesota, and American Express wrote them saying I would NOT be compensated. That they had listened to the calls and I was told about having had a card before, so I would not qualify for this one. I WAS NOT TOLD that. I want to hear those calls. When I called XXXX XXXX who was working on my case, she informed me to contact your department.
Company Response: Closed with explanation

Timely Response

2018-11-27

Foothill Ranch, 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: Signed up for XXXX XXXX XXXX with XXXX bonus points after XXXX spend. Spend was met and the points showed on the statement ending on XX/XX/XXXX. No points arrived by the beginning of XXXX. Contacted company over chat multiple times over multiple dates and kept being told by agents points would arrive in 1-2 days. Escalated to managers and kept being told the same thing. Manager as well as multiple chat agents in writing guaranteed me that I have earned the points and would receive them. Phoned company on XX/XX/14 and spoke with an agent that told me that the problem lied on XXXX 's end, and told me to call XXXX. XXXX then told me that the problem was on American Express 's end. Company wasted hours of my time contacting them as well as chasing down dead ends, and still has not posted the points to my XXXX account as promised. Travel plans were nearly ruined on incomplete promises made by the company about when I would receive the promised bonus points. Looking at the transactions on the account, I have spent over {$12000.00} and have had multiple agents promise me in writing that the points were earned and would post, but those promises continue to be broken. American Express bills itself as a premier company, but it seems like I'm working with XXXX XXXX at this point.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-27

Cherry Hill, NJ

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-11-27

Oxford, GA

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: XX/XX/2018 I submitted a bill payment using America Express Serve in the amount of XXXX. XX/XX/2018 it was to be delivered. All went well until, XXXX XXXX XXXX advised to send a money order or pay in cash. They sent/mailed the check back to me. I got it and on XX/XX/2018 I filed a dispute with AMEX serve. 36 reps later, 5 migraines, and I still do not have my {$120.00}. I checked with the payment processing center number on the check they wrote and they couldn't do much to help me but they did say the stop payment was completed on their end. I have to pay my loan with those funds and they are holding them. here is a breakdown of the timeline of me calling : XX/XX/2018 Transaction was made XX/XX/2018 was the date it would be delivered to the merchant XX/XX/2018 the original dispute was requested XX/XX/2018-was told next follow up will be the XXXX XXXX I was told that i would be followed up with the same day. An email was sent to the back office and they responded saying I will be notified when credit is made to the account XXXXanother follow up was sent to the back office and yet no reply XX/XX/2018 advised dispute in process and that i will be notified once an update/advised 10 business days and still no resolution XXXX this is still in process and customer will be notified when the credit is placed on their account still no resolution XXXX Management above back-office would be emailed, today technically is the 10th day. so story changed again still no resolution So what it boils down to is that the back-office still did not provide any response but that " This is still in progress '' and we will notify the customer when it is completed 36 calls were made with no resolution at all. I have also written their feedback site, along with tried attorneys and I am not getting any help. Can you guys give me some hope??
Company Response: Closed with monetary relief

Timely Response

2018-11-27

OH

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: The company stated I violated section 15 ( d ) which simply states the card can't be misused. I was only using the card as intended, receiving payments from peers, withdrawing cash, making purchases, and paying bills. I did get a few more payments than average, but that was from selling bitcoin from my personal investment. Anyway the company said they were closing my account and sending me a check. I did call them and they said there was nothing they could do. Some accounts just need to be closed because the cost of compliance is expensive. I have yet to receive a check. I would like one mailed ASAP Thanks
Company Response: Closed with monetary relief

Timely Response

2018-11-27

Odell, OR

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Complaint: I have five Blue Serve cards with American Express Serve. These cards have the option to load funds from a debit card or credit card on their website. I have previously used the option to fund via credit card without a problem, but I ran into issues when I linked my debit card to load funds. Earlier this month ( XXXX ) I received an e-mail that a scheduled load to one of my Serve cards was unsuccessful. I then discovered that I was unable to sign on to the Serve website for any of my five cards. It told me my password was incorrect, but I was certain that I was entering the right password. Attempting to reset my password online was unsuccessful - I kept getting strange error messages about the session timing out or " something went wrong, try again. '' I called a few days later and was told that the issue was not with my password, but that my accounts were all locked because they needed to verify my new debit card belonged to me, even though I had gone through the online verification process when I added the debit card. The rep stated that they needed to conference in my credit union to verify my information. After doing that, I was told all of my accounts were now unlocked. However, after getting off the phone, I found that only two of my five accounts had actually been unlocked. I called back the next day ( XX/XX/XXXX ) and the rep was able to unlock the other three accounts. However, when I attempted to load to one of my Serve cards from my debit card the next day ( XX/XX/XXXX ) I received an error message, and then found that all five of my Serve accounts were locked out again. I called the following day ( XX/XX/XXXX ) and the rep was able to unlock my accounts again, but as soon as I tried to load from my debit card, they were all locked out again. As of today ( XX/XX/XXXX ), they are still locked - I don't have the time or patience to spend any more time on the phone to resolve this.
Company Response: Closed with explanation

Timely Response

2018-11-27

Long Island City, NY

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I have initiated disputes with AMEX about a moving company 's failure to look for appropriate repair shop to repair a piano damaged during the move. AMEX has closed a case XXXX prematurely based on response from the vendor. AMEX did not offer me an opportunity to rebut. When I started a new case XXXX to rebut, AMEX simply said it was not in their jurisdiction to resolve and then quickly closed it again. As of now, the piano is still not repaired by the vendor. The price I paid for the moving services was of premium services which included repair services.
Company Response: Closed with explanation

Timely Response

2018-11-27

Clovis, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-11-27

Dartmouth, MA

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-11-26

Moapa, NV

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

Timely Response

2018-11-26

Pflugerville, TX

Incorrect information on your report

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

Account status incorrect
Complaint: Unverified information reporting incorrectly {$1000.00} for inaccurate report of miss information on my credit report XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, Texas XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-11-26

Perris, CA

Closing your account

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

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2018-11-26

Riverton, UT

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

2018-11-26

Belmont, CA

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Closed with explanation

Timely Response

2018-11-26

E Rockland Key, FL

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response