AMERICAN EXPRESS COMPANY

2018-11-20

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 am an American Exlress Centurion Card holder, their highest level card. I have been an Amex member for 30 years. For some reason Amex has frozen my membership rewards account, which contains over 275,000 points. This occurred on XX/XX/2018. I have spoken to numerous supervisors and no one can explain why this account was frozen it when it will be resolved. It is the most ridiculous process I have experienced. We have lost the ability to buy a ticket for our XXXX trip next summer. I am considering canceling all my Amex cards and have let them know.
Company Response: Closed with monetary relief

Timely Response

2018-11-20

Lb, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: I have a lawful power of attorney through my son and XXXX, XXXX XXXX XXXX XXXX. The credit card company is refusing to allow my son to access my account and has insisted that I provide a power of attorney that it has approved. As an XXXX, my son has confirmed that the power of attorney is valid under the California Probate Code, Sections 4000 through 4545. It is unclear American Express has asserted that the power of attorney is not valid. A legal basis or explanation, showing what part of the Probate Code that the Power of Attorney does not comply with would be appropriate.
Company Response: Closed with explanation

Timely Response

2018-11-20

Palos Park, IL

Problem when making payments

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

Problem during payment process
Company Response: Closed with non-monetary relief

Timely Response

2018-11-20

Dallas, TX

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

2018-11-20

PA

Incorrect information on your report

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

Personal information incorrect
Complaint: AMX informed me that the Social Security Administration has declared me dead as of XX/XX/XXXX. I talked to AMX and they said they need a letter from SSA. Called SSA and qfter 1.5 hr wait time, they said maybe they can get me a letter in the next few weeks saying my death is an error. In the meantime, my fear is that all my credit cards will be shut down, my bank accounts, my mortgage company, and my insurance companies may try to pay out to my beneficiaries. Plus all the bills that I pay through my bank ... will the creditors get those pmts? Will my credit report be affected? I have an almost perfect score! Mostly I want the Social Security Admin to take quick action. I plan to go to their office in the morning, but I don't expect I will be successful in getting them to move quickly. Please help! This all happened today, XX/XX/XXXX. Thank you in advance for any help you can give me! XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-11-20

MS

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: Amex calls me repeatedly even though I have explained my financial situation and my inabiltiy to pay at this time. The phone call I just had with a debt rep from Amex consisted of him repeatedly telling me if my payment wasn't made today, I would be turned over to collections. I asked for the late payments to be removed and he stated they could only remove 3 fees. I asked for more and he kept repeating himself about closing the account and sending me to collections. When I asked him to stop making threating statements and asked for his supervisor, he refused and continued repeating himself about what will happen if I don't make a payment.
Company Response: Closed with monetary relief

Timely Response

2018-11-20

Shulerville, SC

Fees or interest

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

Unexpected increase in interest rate
Complaint: Been with AMEX since XXXX and signed up for a XXXX XXXX AMEX credit card back in XXXX. I have been very unhappy with the credit card and the fact that the rewards certificates expire so quickly - Also, not happy with nor told about annual fee! Called AMEX and told them to cancel my account & they said ok & goodby! - There is no customer service at all with AMEX anymore - Such a shame - I want the {$95.00} fee refunded to me along with interest in the amount of {$400.00} charged to me this year - They did not notify me that my 0 % promo rate had expired and now I audit my account and find out they have been charging me interest! Obviously other AMEX cardholders find the same thing happening to them and I found out that XXXX XXXX has discontinued its relationship with AMEX effective XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-11-20

Dayton, OH

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-11-20

Ft Belvoir, 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
Company Response: Closed with explanation

Timely Response

2018-11-20

Main Office, VA

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 XX/XX/2018 I had deposited {$50.00} to my account. Later I attempted to withdraw {$40.00} from the ATM at this location with my prepaid AMEX-Bluebird Card which the machine indicated to contact my bank. It did not dispense any Money to ME! I went 5 miles to a XXXX to see if I could get a cash back and was told that only {$4.00} WAS ON MY CARD I called AMEX-Bluebird which the first customer service woman said Contact the bank ''. I called back moments later and received another Customer Service representative XXXX who indicated that I should not contact the bank and their Dispute Department would handle it. '' The dispute department filed a claim which I sent the necessary documentation. AMEX- Bluebird Investigation reply Hi XXXX XXXX XXXX We received your recent inquiry about the following transaction : We have completed our review and have determined that no credit is due. The transaction will remain on your account because : Transaction Details : Date XX/XX/2018 Amount {$43.00} From/To XXXX XXXX - XXXX VA The ATM provider confirmed the funds were dispensed for the amount requested. If you would like to receive a copy of the documents that we used while making our decision, please contact us at XXXX.
Company Response: Closed with explanation

Timely Response

2018-11-20

Woburn, MA

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: Several months ago, I filed 2-3 complaints against the American Express Company dealing the following : On about XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX, monies were electronically sent to American Express Company ( AMEX ) by XXXX XXXX XXXX. These monies were sent back to be applied against a personal loan I had taken with AMEX. There were two separate transfers made : {$350.00} on XX/XX/2018 - Reference Trace Number : XXXX {$10000.00} on XX/XX/XXXX - Reference Trace Number : XXXX AMEX had verbally acknowledged receipt/return of these funds and had been agreeing to credit any interest that may be accruing for the amount of the funds returned. On or about XXXX of this year, American Express Company finally resolved this matter by crediting me for the returned funds along with any additional finance charges that may have been charged. On or about XX/XX/XXXX, I was again charged for the amount of {$10000.00}! It was listed as a " Reversal of Balance Transfer ''. I have been trying to resolve this again with AMEX employees, XXXX and XXXX without success. I am also now being charged interest for the new larger balance. Finally, I am being adversely impacted by this mistaken/fraudulent charge as I in the process of refinancing some properties. My outstanding short-term debt is being reported as {$10000.00} then it actually is. Can someone please, please get this resolved and stop singling me out for this mistreatment?!!
Company Response: Closed with monetary relief

Timely Response

2018-11-19

TN

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: My Bluebird American Express account has been hacked and {$450.00} was stolen from me in an unauthorized money transfer. On XX/XX/18 at XXXX I received my paycheck via direct deposit on my Bluebrd American Express card. At XXXX XXXX XXXX requested {$450.00} from me. The email stated that I log into my Bluebird account to respond to this request. At XXXX ( less than a minute later ) a second email came, confirming that I sent {$450.00} to XXXX XXXX abd that the funds have been deducted from my account. I work for the XXXX XXXX XXXX at the XXXX XXXX XXXX XXXX. At the time of the deposit and subsequent transactions, I was with a client in my office and knew nothing of the deposit or transfer, until my money was already gone. I immediately called Bluebird, to file a fraud charge. At XXXX after getting off the phone with the representative and updating my password and ordering a new card, I received an email, confirming the changes. On XX/XX/18 my dispute was denied. Stating no error occured and the transaction in question was authorized. Therefore my account is not eligible for the {$450.00} to be credited back to my account. I then immediately on receipt of that email, again called Bluebird American Express and filed another fraud dispute AND then went to the XXXX County TN Sheriff 's Department and filed a police report. I want to state for the record, that I DO NOT know XXXX XXXX AND that I did not authorize this transaction. The {$450.00} was my entire paycheck and it was my mortgage payment. On XX/XX/18 at XXXX, my dispute was again denied with the same reply, that no error occured and that the trasaction was authorized. I called Bluebird American Express to question this decision, telling them that my account had been hacked and the investigations team, should have been able to access IP addresses from MY Bluebird online activity and the money transfer request and approval and verify that it was NOT my IP address that approved the transaction. Then on XX/XX/18 at XXXX my account was suspended, stating that due to a violation my account has been locked and my account privileges have been suspended. I have enclosed ALL emails received from Bluebird American Express along with the police report from the XXXX County Sheriff 's Department. Having {$450.00} stolen from me, has not only put me behind in my bills, it has caused me tremendous stress and undue emotional pain & suffering. Thank you for any and all help in this matter.
Company Response: Closed with monetary relief

Timely Response

2018-11-19

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

2018-11-19

Quartzsite, AZ

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2018-11-19

FL

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 sir or madam, I applied for an American Express credit card and was approved XX/XX/2018. The promotion was was that I receive XXXX XXXX XXXX points after spending {$3000.00} in the first three months. Also, one free weekend stay after one year. I did not receive the card until XX/XX/2018.I had contacted AMEX by phone and online to tell them that I had not received the card. I could not register it on line because I did not have it. In my last call to AMEX on the subject of the missing card, the very nice young lady understood and send my card next day mail. I am being denied my bonus points because AMEX says that I did not spend the {$3000.00} in three months. They are using ( the fine print apparently says they can ) XX/XX/XXXX as my starting date. I surpassed the {$3000.00} before XX/XX/2018.I do not think that it is fair business practice to start my timeline when I had No Card. I have made multiple contacts with AMEX # XXXX. Initially, I was told there was no offer. Then it was a different offer. Then it would take 6 to 8 weeks to find out what had happened. Then a couple of days ago, I received a message on my account that I did not meet the qualifier.I called in to explain that I did not have the card until XX/XX/XXXX. All of these interactions are a matter of record. Those dates are not in dispute. AMEX admits that I did not have the card until XX/XX/XXXX.They don't care. How is this fair business practice? It smacks of bait and switch. Switch from something to nothing. Thank you for your help. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-11-19

Chicago, IL

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: On or around XX/XX/2018 I spoke with an Amex representative on the phone, who told me that ( despite being a previous delta skymiles cardholder ) I would qualify for signup bonuses of XXXX skymiles and XXXX skymiles for the XXXX XXXX and Gold Delta credit cards respectively. Additionally, I would also receive statement credits of {$100.00} and {$50.00} for the XXXX and Gold cards respectively. In order to receive these promotions, I needed to meet minimum spending thresholds on each card, which I did on or around XX/XX/2018. However, after several months without seeing the statement credits or point bonuses in my account, I began calling XXXX to resolve this issue. My first call was on or around XX/XX/2018 with repeated calls about once per month until the present date. On each call, I was told that my case was still being examined but I was told that it sounded like I should have received these promotions. Today, I made a final call and was told that my case was denied and I would not be receiving my promotional offers. I feel that I have been taken advantage of by Amex and was mislead into applying for these two credit cards and paying {$190.00} in cardholder fees, only to be denied the promotions I was promised. Until now, my attempts to resolve this issue with Amex have been unsuccessful and I feel powerless to hold the company accountable for the promises they made me and for treating me fairly. This is why I am filing this claim to receive the support necessary to make my case right and receive the promotion that was promised to me at the beginning of this year.
Company Response: Closed with explanation

Timely Response

2018-11-19

Tampa, 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 non-monetary relief

Timely Response

2018-11-18

Washington, DC

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

2018-11-18

San Diego, CA

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

2018-11-18

Ft Belvoir, VA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: Back in 2014 a internet scam company from XXXX had me purchase XXXX products on AMX than send the products to XXXX. AMX was on the phone the whole time approving each transaction and increasing my limit as I told them exactly what was happening. When the product was sent and no money, AMX expected me to pay the amount even though AMX clear the increase in credit limit and was an active participant in the scam
Company Response: Closed with explanation

Timely Response

2018-11-18

Madison Square Sta, NY

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

2018-11-17

CT

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: On XX/XX/XXXX, I applied for the American Express Gold Card with the promotional offer ( spend {$2000.00} in the first three months and get 50,000 Membership Reward points. Also, get up to a total of {$100.00} restaurant tips reimbursed in the first three months ). Note that this credit card has a hefty annual fee of {$250.00}, and I sincerely believe that the promotional offer was one of the biggest reasons that I applied for the card and wanting to become a long-term AMEX customer. Yet, when I noticed that my restaurant tips were not reimbursed and contacted the consumer service ( on XX/XX/XXXX ), I was then notified that my card-opening promotional offer was declined and there's no way of re-approve my promotional offer. During my application, the application specifically stated that the application that I have submitted came with the promotional offer. In fact, the promotional offer was on the side both when I was typing in my application information and after submitting my application information. My application was instantly approved within 1 minute of submission. Yet, I was not notified of any rejection of my welcome offer either during the application or after the application approval. My notification of promotion offer rejection only came after I contacted the consumer service about it on XX/XX/XXXX. I find Amex way of promoting credit card applications fraudulent and misleading. I felt being lied to. Such behavior from AMEX is truly disappointing and insulting.
Company Response: Closed with explanation

Timely Response

2018-11-17

Torrance, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-11-17

Arlington, VA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Hello CFPB, I have tried to contact American Express Serve a number of times to cancel an American Express Serve Card and have lost the card and don't have the PIN. I am unable to login or recover access to the online account and without the PIN the phone number automatically disconnects the phone line. Furthermore the corporate Amex line doesn't have access to the records of the Serve subsidiary and is unable or unwilling to help. I've also tried tweeting American Express. This has occurred from XX/XX/XXXX to XX/XX/XXXX. The account has a XXXX dollar balance and I simply want the account closed
Company Response: Closed with explanation

Timely Response

2018-11-16

Louisville, KY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: AMEX Bluebird has assured me every month that they would refund these chargea. AMEX has decided that they do not want to refund the money as they loose merchant fees that way. I have attached the form AMEX wanted me to fill out so that you can see exactly what I am talking about. I will also copy and paste the section on the charges that I have disputed every month with them. Thanks agin for all your help! The merchant XXXX Date US Amount Merchant XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX XX/XX/18 {$19.00} XXXX XX/XX/18 {$15.00} XXXX total {$250.00}
Company Response: Closed with explanation

Timely Response