AMERICAN EXPRESS COMPANY

2018-11-25

Fertility, PA

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

2018-11-25

GA

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
Complaint: The current balance doesnt match the charges. I might be getting charged double at the gas station.
Company Response: Closed with explanation

Timely Response

2018-11-25

Queens, NY

Unexpected or other fees

Credit card or prepaid card: Gift card

Complaint: I received a {$500.00} AMEX Gift Card from my company back in XXXX. It remained unopened in the AMEX gift card envelope until I tried to use it in person on XX/XX/XXXX and it was declined. I called AMEX Gift Card XXXX, XXXX on XX/XX/XXXX, spoke to a representative and found out that it was used on XX/XX/XXXX for {$490.00} via XXXX purchase. I called XXXX at XXXX and spoke to a representative who introduced herself as XXXX at XXXX XX/XX/XXXX. I explained that there was an unauthorized purchase made and I would like to have more information on it. She asked me that in order to proceed further I needed to get Charge ID # and description of purchase, and then call back to XXXX at the Charge Inquiry Dept to obtain more detailed information. I called the AMEX Gift Card line again and obtained the Charge ID #, but they did not have the description of the purchase. I called back XXXX XXXX at XXXX XX/XX/XXXX and spoke to XXXX , and again explained the unknown purchase using my Gift Card and gave the Charge ID #. XXXX then transferred me to another representative. When I inquired why she told me that " [ they ] can better assist you using the gift card number ''. At XXXX XXXX, I was transferred to an XXXX representative, XXXX, where I explained again the unknown purchase with the Charge ID #. She then said XXXX is unable to do anything about it nor give further information. She then offered to me that for further help, I can be transferred over to her Manager to which I agreed. I was then transferred to XXXX at XXXX, Leadership Dept. Supervisor who said " XXXX does not have any responsibility of how or where balance for purchasing goods comes from '', regardless of whether the balance for purchase was unauthorized or not. XXXX then told me to dispute the charge through the bank institution and relentlessly explained XXXX is not responsible about the purchase nor fraudulent card usage. She then hung up the phone on me at XXXX, XX/XX/XXXX. I called back to American Express Gift Card XXXX, at XXXX XXXX, XX/XX/XXXX answered by representative XXXX, and explained that according XXXX, American Express can help or dispute the charge. Unfortunately, he explained to me that gift cards are " treated the same way as cash so Amex can not nor will not dispute the charge ''. They can only make an internal reference note regarding this matter if I give my name, phone #, and address which I agreed to.
Company Response: Closed with explanation

Timely Response

2018-11-25

Bda Vietnam, PR

Problem when making payments

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

Problem during payment process
Complaint: The American Express company is communicating very threatening and harassing on Saturdays, Sundays and weekdays. I know I owe money and I'm paying but that type of calls is not acceptable.
Company Response: Closed with explanation

Timely Response

2018-11-25

Lancaster, PA

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: On XX/XX/2018 I was charged {$49.00} to my American Express by a company called XXXX XXXX located in XXXX, PA. At the time I was 3,000 miles away in California and did not authorize this charge. I filed a dispute with American Express and the merchant provided a " keyed in '' receipt without providing any supporting documentation that the charge was authorized or that any services or products were granted. Again, I did not authorize the charge and American Express was aware that I was 3,000 miles away because I both told them and they have access to my account history which showed that I was traveling at the time. Despite this, they have chosen to uphold the charge simply because the merchant claims a unilaterally created receipt manufactured without my consent or knowledge somehow legitimizes the charge.
Company Response: Closed with explanation

Timely Response

2018-11-25

Dupont, IN

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: I had signed up with American Express that had incentive for dollars spent that I will get Delta mileage units. After making several expenses using the card, I had accumulated enough points to book tickets for 2 from XXXX to XXXX on Friday XX/XX/XXXX on flights XXXX XXXX from XXXX to XXXX and flight XXXX XXXX from XXXX to XXXX for 2 passengers. However, due to personal reasons, on XX/XX/XXXX, I went online to cancel my flights, but DELTA will apply {$150.00} for cancellation per ticket which I wasn't notified when I had booked the ticket several months ago. I had called the Delta rep addressing my issue, but in return they didn't take any action to provide excellent customer satisfaction to see how they can help me pay additional fees which I believe I should have not paid since they are my points and why do I need to pay back more money for points to go back in my account. They were not helpful at all and kept stating it was " according to Delta policies '' and I had mentioned about how XXXX doesn't charge for any cancellation they didn't even want to go above and beyond their competitor to retain customer satisfaction. I am very disappointed in Delta as they didn't clearly define their cancellation policies when I had booked the ticket. I found no value add at all talking to their representative as it was like talking to a robot who can't provide that customer excellence. With this event, I plan not to use American Express and Delta at all!!!
Company Response: Closed with explanation

Timely Response

2018-11-24

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: Dear CFPB : On XX/XX/XXXX, I clicked through the promotion link inside the advertising email from American Express . I upgraded my XXXX XXXX everyday card into XXXX XXXX XXXX card. Inside this offer, it clearly states that I can earn a {$250.00} statement credit after spending {$2000.00} in purchases on my new card within three months. From XX/XX/XXXX to XX/XX/XXXX, the amount of my total purchases is {$2700.00}, which has met the expense requirement. The prorated charge of the upgraded card annual fee was {$15.00} and my membership fee ( {$95.00} ) was renewed on XX/XX/XXXX. After I had waited for a while, I still didn't receive the {$250.00} credit. I reached out to the customer service over online chat. I was told that I didn't meet the expense requirement from XX/XX/XXXX to XX/XX/XXXX, therefore I am not qualified for promotion bonus. Either 1. the information provided by this customer representative or American Express system is wrong by mistake, or 2. American express intentionally provides the wrong date to avoid issuing promotion bonus. No matter either 1 or 2, without a shadow of a doubt, this error is made by American Express. Two reasons are listed below : 1. I have double checked and confirmed with the customer representative that my upgraded membership prorated charge covers from start day of the upgrade to the annual renewal date. I have also confirmed with the customer representative that my renewal date is XX/XX/XXXX and the prorates was calculated as per month- in my case : two months. Known the fact, American Express is in no position to neglect the fact that my upgrade date is XX/XX/XXXX. Online chat records are pasted below : " Now the {$95.00} fee is charged fromXX/XX/XXXXtoXX/XX/XXXX. '' XXXX- XX/XX/XXXX XXXX XXXX " So the next fee will going to charge onXX/XX/XXXX. '' XXXX- XX/XX/XXXX XXXX XXXX " yes, We calculate the prorated fee as per month. So you were charged of {$15.00} for 2 months. '' XXXX- XX/XX/XXXX XXXX XXXX 2. The customer representative claimed that I called on day XX/XX/XXXX to upgrade the card, which is a complete lie. I asked for a copy of a chat or call script record or signature or verbal consent on upgrading my card on that date, the customer representative immediately took back his false claim and provided a simple apology for his untrustworthy and irresponsible behaviors : " My sincere apology for the fact that I mentioned the conversion done the phone, I overlooked the notes. Sorry for that. '' - XX/XX/XXXX XXXX XXXX I would appreciate CFPB to weigh in to enforce the correction of this error made by American Express. Because the customer representative refused to correct this error.
Company Response: Closed with explanation

Timely Response

2018-11-24

Encino, CA

Incorrect information on your report

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

Public record information inaccurate
Company Response: Closed with non-monetary relief

Timely Response

2018-11-24

Los Angeles, CA

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

2018-11-24

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: Overall Issue : not receiving the stated and advertised XXXX points / XXXX dollar spent on some US Restaurant transactions for the American Express Gold Card. Have spoken with 5+ customer service agents at American Express over a period of 1 week and have received no resolutions. I believe this is a violation of the card 's terms and conditions. On XX/XX/XXXX, I initiated an inquiry into receiving the wrong number of points for XXXX different transactions totaling XXXX {$500.00} via the online chat portal. On XX/XX/XXXX, I received a call indicating they need additional information. The information they requested was a list of transactions which I had previously provided in the chat, but I provided the list again. I spent ~1 hour on the phone speaking with multiple different agents and received no resolution. I was told they would follow-up with me within 48 hours, but they did not. On XX/XX/XXXX, I called back to further inquire. After spending ~30 minutes on the phone, a representative informed me that several of the transactions I inquired about are food trucks which have different merchant ID codes than restaurants. However, these food trucks qualify under the card 's fine print. There are additional transactions that were not food trucks to which I received no response / resolution. Some examples of things Amex Gold is saying are not qualifying as " us restaurants '' are XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. A quick XXXX search should clearly indicate that these are restaurants under any possible definition. Amex Gold Card Rewards Fine Print : You will earn XXXX point for each dollar charged for an eligible purchase in each billing period on The American Express Gold Card. You will earn : XXXX additional points ( for a total of XXXX points ) for each dollar charged at restaurants located in the U.S. ; XXXX additional points ( for a total of XXXX points ) on the first {$25000.00} of eligible purchases per calendar year at supermarkets located in the U.S. ( superstores and warehouse clubs are not considered supermarkets ) ; and XXXX additional points ( for a total of XXXX points ) for airfare on a scheduled flight charged directly with passenger airlines ( charter flights and private jet flights are excluded ) and airfare charged directly with XXXX. To earn additional points for a restaurant purchase, the purchase must be at a restaurant located in the United States. You will NOT earn additional points for purchases made at a restaurant owned by a U.S. company but located outside the U.S. ( e.g. XXXX XXXX XXXX in XXXX ). You may not earn additional points for purchases at a restaurant located within another establishment ( e.g. a restaurant inside a hotel, casino, or event venue ). For example, purchases made at a restaurant located within a hotel may be recognized as a purchase at a hotel, not a restaurant. You also will NOT earn additional points for purchases at nightclubs and convenience stores. Eligible purchases are purchases for goods and services minus returns and other credits. Eligible purchases do NOT include fees or interest charges, purchases of gift cards, purchases of travelers checks, purchases or reloading of prepaid cards, or purchases of other cash equivalents. Additional terms and restrictions apply. Merchants are assigned codes based on what they primarily sell. A purchase will not qualify for additional points if the merchant 's code is not eligible. Purchases made through a third-party payment account or on an online marketplace ( with multiple retailers ) will not qualify for additional points. A purchase may not qualify for additional points if the merchant submits the purchase using a mobile or wireless card reader or if you use a mobile or digital wallet.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-23

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

2018-11-23

Newark, NJ

Closing your account

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

Company closed your account
Complaint: On XX/XX/2018 I received an email alert from American Express stating my account was cancelled and closed. I immediately looked online to my account and saw over 10 payments returned as NSF. I then went and checked with my bank account which I had already had to dispute transactions with and saw none of those accounts had those payments trying to show as coming through. I started to look further and saw my other cards were compromised I then looked online at my credit report and saw many inquiries and I confirmed that my identity had been compromised. I then contacted American Express and let them know of the issue and was told since this has just started or that the account was just closed it would be more sufficient to wait 24-48 to appeal the closure and send in supporting documentation. I wanted to dispute the cancellation of my credit card as this mess was created due to identity theft. Not only with fraudulent payments being made but also fraudulent charges were also added to my account. I have attached the police report, FTC Affidavit and I printed the statement for the past three months and marked off the disputed activity.
Company Response: Closed with monetary relief

Timely Response

2018-11-22

KS

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: American Express maintains promotions ( 'Offers ' ) within their App and website that advertise certain promotions tied to spend at certain vendors. American Express also advertises these offers via e-mails. Within the App, once you select an offer detail, there is a single-click option to add the offer to your card. I have an account with American Express. I have a card and my wife has a card on the same account. On XX/XX/2018, I contacted American Express to inquire about a charge that should have been eligible for an advertised promotion ( {$5.00} off a {$20.00} or more purchase at 'XXXX XXXX ' ) that did not receive the advertised discount. We would have not made this purchase in absence of the discount. The charge was placed on my wife 's card. When contacted, American Express ' position was that only the 'enrolled Card ' is eligible for the discount and not all cards on the account ( the other card being my wife 's ). The enrolled card being whoever 's user name is logged in on the app and selects the button. Within the app, there is not an option to select which 'card ' to apply the discount too and this disclaimer is buried on a page in certain legalese that is not readily apparent from the quick consideration you would give within an app. I am not sure when this policy when into place, but I am certain it is reasonably new as we have used similar offers in the past in a similar manner and received the promotion. I do not recall a notice of the change in the rewards program and how it operated. I feel the promotions terms and conditions are deceptive due to how AMEX advertises them and how they actually operate.
Company Response: Closed with monetary relief

Timely Response

2018-11-21

Belle Isle, 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 monetary relief

Timely Response

2018-11-21

CT

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: on the XXXX th of XXXX i recieved my first direct deposit from my Job in the amount of {$440.00} to my American Express acount. on XX/XX/XXXX an unauthorized money transfer to an individual whom i do not know, removed my direct deposit funds. On XX/XX/XXXX i discovered this fraudulent activity and notified American Express about the suspicious activity and opened a dispute. I changed all of my banking login information with the rep on the line with me. He told me i was all set an be on the look out for an email with the resolution to said dispute. On XX/XX/XXXX i was notified by email that my dispute was denied and my payroll check would not be credited back to my account. i called AMEX and was told to basically write a letter. i implored them to reconsider, as i work very hard for my pay as a XXXX. Again i was told there was no fraud or error. well something happened without my approval.
Company Response: Closed with monetary relief

Timely Response

2018-11-21

IL

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: XXXX has been non-compliant with removing the unverified account AMERICAN EXPRESS which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that AMERICAN EXPRESS was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-21

Finksburg, MD

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: I have been xperiencing outages with Bluebird.com since XX/XX/2018. Customers are unable to take out cash, access their paychecks or other direct deposit funds, access other funds weve attempted to load, make purchases, or get accurate balance information. Again, in XX/XX/2018 these outages have been ongoing for more than 6 days. Customer service reps have been difficult to reach or non-responsive. Tomorrow is XXXX and I am unable to check my account balance for my direct deposit nor make any transfers due to the outage which persists on their website and mobile app. When logging the page just continues to load then returns an error. I realized Im not the only customer experiencing this problem after checking XXXX
Company Response: Closed with explanation

Timely Response

2018-11-21

Bremen, GA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: Debt Collector repeated call to my number and parents telephone number. Also, paid past due amount and debt collector attempted to get me to pay more.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-21

Martinsburg, WV

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: I transferred funds to my Amex Serve card while traveling to XXXX XXXX, VA on or about XX/XX/XXXX. About XX/XX/XXXX, I stopped in XXXX on XXXX XXXX and made a small purchase of {$4.00} with my Serve card. I did not use my card again and do not remember seeing it again after that. The following Monday, I received messages from Amex stating that I had possible fraudulent charges on my account. I checked my account and noticed that there were several charges made between XXXX and XXXX at multiple merchant locations in XXXX, Florida. I contacted Amex immediately to report that I could not find my card and I did not make any of those charges on my account ( on / ) and they told me that they blocked the card and would open the dispute. I got disconnected several times, so I had to call back many times to make sure the card was blocked and I was being sent a new one. On XXXX, I had not yet received my new card and had not received any communication regarding the fraudulent charges, so I called back only to find out that they had not even started the dispute and my new card had not yet been mailed. I opened the dispute, received the email request to complete the Declaration of Fraud, and sent it back immediately. I called multiple times up to and including XX/XX/XXXX to get the status of the dispute because I had not been issued a provisional credit as promised. The representatives are not knowledgeable and some are even rude when I call to get answers. When I ask to speak to a manager, they argue with me and tell me the manager will tell me the same thing or promise a call back within 4 hours, which never comes. I received an email last night telling me that I missed a charge on the form and needed to resend it. Before I could even send it again, they had CLOSED the dispute and I received an email stating that there was no error and my transactions were valid. I called again and spoke with two additional representatives who then told me that they could not reopen the dispute and I had to start all over again and there is NO way to expedite it even though they informed me of the fraud on XXXX. In the meantime, I am without my money. I do not feel safe using that card and will cancel my direct deposit although I found the card to be a great option to separate expenses. I am so disappointed that the customer service reps are hundreds of thousands of miles away and treat customers the way they do, with no options to really help customers or escalate pressing issues. I am disappointed in the Amex brand and I feel that my money has been stolen from me. I have been searching for a way to reach the corporate office to report these issues, but it is very difficult to even get anyone to listen. In the meantime, I have been robbed of the very protection my card promises to me and a thief has gone free with my hard-earned money.
Company Response: Closed with monetary relief

Timely Response

2018-11-21

Clinton Township, MI

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
Company Response: Closed with explanation

Timely Response

2018-11-21

Saint Clair Shores, MI

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-11-21

Wann, OK

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: XX/XX/XXXX - I opened the initial dispute with credit card company regarding a charge from XXXX XXXX XXXX. I purchased two suits from XXXX XXXX XXXX on XX/XX/XXXX. I received the suits on XX/XX/XXXX. The suits that I received, that they tailored, were damaged - the sleeves on one of the suits were about 3 inches too high, the pants were too small, and and the other suit jacket was too bulky around the lower back. I attempted to return them to XXXX XXXX XXXX, but after they gave me the run-around, I contacted American Express. American Express assured me that they could look into it, and that they would contact XXXX XXXX XXXX on my behalf. After this initial dispute, American Express sided with the merchant with no reasoning other than that XXXX XXXX XXXX had submitted documentation. XX/XX/XXXX - I called American Express and attempted to get an explanation regarding the previous dispute. They assured me that they had not necessarily sided with the merchant, and that they could open up another dispute. This time, the dispute resulted in the same thing as above. The lady on the phone did not provide much of what I told her, and it was quickly marked as siding with the merchant. XX/XX/XXXX - I called American Express again to see what their reasoning was. I was provided no reasoning this time either, and simply told that I could open up another dispute. After giving enough evidence to the lady on the phone, she stated that it seemed like I had a strong case. She also opened two different disputes, supposedly - one for not receiving a receipt with the return policy of XXXX XXXX XXXX, and another for receiving damaged goods. After a few weeks, and after I submitted even more evidence in text, I was notified that American Express had sided with the merchant once again. They claimed that XXXX XXXX XXXX ' documentation was enough that it didn't matter - they had a signed receipt. It doesn't matter if I received one or not, apparently, because it was signed. Though, it wasn't signed with my full name, and the receipt that they submitted into evidence had the incorrect date on it. When I called and questioned someone from American Express, they claimed that's just the date it was printed - but that doesn't make any sense because there were two receipts. The one that was given to us when we received the suits simply had the items on it and a blank backside. That receipt had the correct date on it. American Express has been rather uncaring during this investigation and simply sees the signed receipt - but they're completely ignoring XXXX XXXX XXXX XXXX predatory business practices to lure you into a transaction that you can not get out of. American Express states that because XXXX XXXX XXXX offered a XXXX % refund for the suits that it was okay, even though XXXX XXXX XXXX would be taking the suits back. According to them, that was an okay offer because XXXX XXXX XXXX return policy on tailored clothing - though you have to find it on a receipt only, which we conveniently were not given - is that returns on tailored, altered, and worn clothing is up to the discretion of the store manager. ( But this is also a lie, as XXXX XXXX XXXX reports to its corporate office and corporate office dictates what the managers can even do. ) XX/XX/XXXX - I received notice that American Express had sided with XXXX XXXX XXXX again. At this point, I'm running out of steam and about to accept that I've been scammed.
Company Response: Closed with explanation

Timely Response

2018-11-20

Norfolk, VA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-20

Brooklyn, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to pay a bill
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX I am having banking institution issues XXXX XXXX XXXX XXXX - Banking Institution Issues - On XX/XX/XXXX, they said that I reached my spending limit and didn't warn me. Money unable to be spent or moved or touched in my account until the beginning of next month. On XX/XX/XXXX, I explained to them that I needed to pay bills, rent and have a XXXX at the end of the month, yet they are saying they can't help. This bank is not supervised by the FDIC and I do not trust them.
Company Response: Closed with explanation

Timely Response

2018-11-20

Bohemia, NY

Problem when making payments

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

Problem during payment process
Complaint: I have made payment every month well over my minimum payment. I have Never missed a payment and I have never been late. I always make the payment on or around the same day every month. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I made my last payment on XX/XX/XXXX. Less than XXXX weeks later on the XXXX ( unknown to me ) American Express requests another payment. By the time I realized they were requesting a payment sooner than a month it was XX/XX/19 I was notified I was XXXX days late and my card was on hold. I was confused why I was XXXX days late on XX/XX/19 when I had made a payment beyond my minimum on XX/XX/19 exactly a month earlier. I called their customer service several times and messaged them on XXXX but I was never able to get an explanation why I would be considered late on the XXXX if I paid XXXX weeks earlier. To this date still no explanation. Seems like they are unfairly asking me to pay sooner than I pay every month. Again I pay the same day every month and I always pay well beyond the minimum payment. Please help this cant be legal.
Company Response: Closed with explanation

Timely Response