AMERICAN EXPRESS COMPANY

2018-11-14

Santa Ysabel, 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: I initially applied for the American Express Gold Delta Skymiles card on XX/XX/2018. While booking my Delta Flight, a promotional offered appeared on the " payment '' section stating the following : 1. EARN XXXX STATEMENT CREDIT AND XXXX BONUS MILES. APPLY FOR THE GOLD DELTA SKYMILES CREDIT CARD FROM AMERICAN EXPRESS XXXX STATEMENT CREDIT AFTERY OUR USE YOUR NEW CARD ON A DELTA PURCHASE IN YOUR FIRST 3 MONTHS 2. XXXX BONUS MILES AFTER YOU MAKE {$1000.00} IN PURCHASES ON YOUR NEW CARD IN YOUR FIRST 3 MONTHS ... ETC. After I accepted the offer, and got approved, I received a message saying : " WE'RE SORRY, OUR SYSTEMS ARE NOT REPSONDING AT THIS TIME. UNFORTUNATELY WE CAN NOT PROVIDE YOU WITH YOUR CARD NUMBER AND CREDIT LIMIT RIGHT NOW. WHILE YOU AWAIT YOUR NEW CARD, WE WILL AWARD YOU XXXX IN THE FORM OF A STATEMENT CREDIT. WE APOLOGIZE FOR ANY INCONVENIENCE. IF YOU HAVE ANY QUESTIONS, PLEASE CALL XXXX. YOU WILL RECEIVE A STATEMENT CREDIT WITHIN 8-12 WEEKS ''. I waited the appropriate 3 months, and have yet to be credited my {$200.00}. I contacted several American Express representatives via phone AND email, and have no resolution or response. Nobody has contacted me as promised. Each customer service rep that states they will research the issue has not followed up with me. I contacted representatives on 5 separate occasions in the month of XXXX. ( The only dates I have documented are XXXX XXXX on XXXXtelephone and email. Follow up email to her sent on XXXX. On XX/XX/XXXX I spoke with XXXX in the XXXX Florida office. XXXX on a XXXX ). Each representative states that they can not find this offer even though I printed the offer and the inconvenience screen and forwarded them to AMEX for further research. I would like to get this rectified as soon as possible. I have fulfilled the offer on my end, and Im hoping that AMEX does their part in honoring this. I spent the XXXX in 3 months, which included a Delta purchase, and also kept my account in good standing. Please note that when looking through the statements : 1. The XXXX statement credit is the inconvenience from AMEX since they would not provide the credit card number at the time of my purchase 2. The XXXX statement credit is from the prices going up from the time that I initially tried to book my flight with Delta and the time it took to receive my credit card. Both of these credits are UNRELATED to the promotional offer. I have included all documentation for reference.
Company Response: Closed with explanation

Timely Response

2018-11-14

Bellaire, TX

Problem with overdraft

Credit card or prepaid card: General-purpose prepaid card

Overdraft charges
Complaint: I have an American Express Serve prepaid credit card, the card can not be used as a debit or with a PIN number for purchases or cash back. On XX/XX/2018, a few days after my payroll deposit, I attempted to use the card to pay for a bill and my transaction was declined. I logged into my Serve account and noticed I had a negative balance as a result of transactions duplicated from the day before. I clicked the " contact us '' link at the bottom and was redirected to a page that gave 3 contact options ; call, email and twitter. I chose twitter. I sent my message and was told I could not be helped using twitter and I was provided an XXXX # to call. I called the # and was forced to hold for 30 minutes before finally reaching someone on the phone. At that time I was told that American Express Serve was experiencing system issues which caused a glitch resulting in them overdrawing my card. I was then told I had to wait two days to get back my money. This delay in them correcting their mistake cost me {$50.00} in late fees and other fees as I had to get money from other sources to make up the difference caused by American Express Serve taking my money and not immediately returning the funds. I tried to get them to reimburse me the {$50.00} and they denied me. Since having this card, I get my money before my pay date, they advertised that you can get your money sooner. I was scheduled to receive, as I have been, my payroll deposit on XX/XX/18. I did not get my deposit. I called American Express Serve and was told they were having system issues and upgrading their system and to wait another 3 hours and my funds should be there. After waiting another 5 hours, the funds were still not there. I called customer service and was not given any information what so ever and as of right now, XX/XX/18 XXXX I still do not have my money. If American Express Serve has changed how they will be servicing me, I would appreciate advance knowledge of these changes. Had I known I would not get my money as scheduled, as experienced, I would have redirected my money and closed this card out. I need my direct deposit as I have a bill to pay and I can not because they are holding my funds. I need to be reimbursed for the fees from them overdrawing my card. I need to know if they are changing the way they service customers ; will money no longer be available early?
Company Response: Closed with explanation

Timely Response

2018-11-14

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 monetary relief

Timely Response

2018-11-13

East Carolina Univ, NC

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
Company Response: Closed with explanation

Timely Response

2018-11-13

Hemet, CA

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2018-11-13

Tampa, FL

Getting a credit card

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

Application denied
Complaint: acct number XXXX was opened illegally by my father who commited id theft and i had him arrested years ago amex wont let me apply they blacklisted me bc of a fraud acct i never opened
Company Response: Closed with explanation

Timely Response

2018-11-13

Reynolds Station, KY

Fees or interest

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

Unexpected increase in interest rate
Complaint: I was told that a notice of the rate increase was sent to me on XX/XX/XXXX. I have informed delivery USPS and I have no record that this piece of mail was delivered to me. I went back and looked t all me email to see if it was delivered. Also I signed up for paperless bills and notifications so I really don't look at most of mail because I expect delivery via email which I had signed up for. American Express increased my interest rate by almost 6 percentage points. I contacted American Express on XX/XX/XXXX to question this large interest increase. I was told by them it was a business decision to raise rate to bring it current to what someone who was applying for a credit card today. I have been arbitrarily penalized because of a business decision they made. This has increase my payments by almost {$200.00} a month.
Company Response: Closed with explanation

Timely Response

2018-11-13

Flushing, NY

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-11-13

General Delivery, DC

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: American Express just sent notice about charging {$0.00} any time you input the wrong pin into an ATM, this is insane, please address.
Company Response: Closed with explanation

Timely Response

2018-11-13

Lewisville, TX

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: I was shocked when reviewing my credit report and found late payments on the date below : 30 days late as of XX/XX/2018 ( all 3 bureaus ) I am not sure how this happened. I believe I made my payment to you when I received my statement. My only thought is that my statement did not get to me. I kindly ask that you remove this late payment from my credit report. I am applying for a home mortgage and the late payments have dropped my score and are keeping me from being able to buy house.
Company Response: Closed with monetary relief

Timely Response

2018-11-13

Sanders, KY

Other features, terms, or problems

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

Other problem
Complaint: Me and my wife both making the same household income requested credit from American express. We both filled out applications the same date for the same card. I'm denied, she was approved. I feel its discriminating here is why. She is XXXX & I'm American, she has no credit established & I have no credit established. I have a calculated risk score that is being used against me & she does not have any such score to be used against her. In all aspects of this we have the exact same credentials. Mine is on document in the U.S. and hers is not. The reality of this is that U.S. citizens are being discriminated on by our social security numbers and the 3 credit minitoring agencies. XXXX are not applicable for this to be used against them. This is plainly discrimination. XXXX-no credit established= accepted American-no credit established = denied In my opinion its controled by our government to keep the poor from escaping financial ruins. If this is not racist, prejudice, then its for sure discrimination!
Company Response: Closed with explanation

Timely Response

2018-11-13

Pasadena, CA

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

2018-11-13

PA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: XXXX XXXX XXXX has been calling me and all my family members incessantly. I asked them to stop calling family and they told me if I did not make a payment theyd keep calling them. This occurred back in XXXX. Yesterday XX/XX/XXXX they called me and told me if I did not make a specific payment by XX/XX/XXXX theyd turn the debt over to someone else and a charge off would be on my credit report. I told them I could not give them the amount ( {$180.00} ) until Friday XX/XX/XXXX. They told me I should borrow money from a friend or family member or let my bank account go into the negative to make the payment. They are bullies and it is not appropriate for them to be doing and saying things like this.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-13

TX

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 applied for a Amex new business card but a personal card was approved instead in XX/XX/2018. I met all spending requirements but haven't received the promotion of XXXX points of the promotion offer. An explanation letter was mailed to me to explain it was due to a tech error for opening incorrect account in XXXX. I request the promotion offer be honored because of Amex system mistake.
Company Response: Closed with explanation

Timely Response

2018-11-12

Oxnard, CA

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

2018-11-12

Gretna, LA

Incorrect exchange rate

Money transfer, virtual currency, or money service: Foreign currency exchange

Company Response: Closed with explanation

Timely Response

2018-11-12

San Jacinto, 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
Complaint: On XX/XX/29 I purchase 4 flight tickets totaling {$790.00}. Next day I called flight company to cancel one since this person couldn't make it to flight. Company refused to cancel. I contact American express to see which were my options. They said they would open a dispute for one ticket to be canceled. They didn't notify me of the findings days after. They just sent me a letter for a survey of the dispute that was already closed. I contacted amex to see the ending of dispute and they said it was on flight company 's favor. I called flight company and they said. They said my tickets were canceled due to amex saying transaction was not recognized ( I never said I did not recognize transaction [ i only wanted to cancel 1 ticket ] ) I called amex and they said they needed proof it was cancelled. Finally I got proof the whole transaction was canceled {$790.00} flight company sent me a letter. Amex made me write down additional letter with details. I did and included letter from flight company that states the transaction was canceled and still amex went ahead and charge me for that transaction that had been canceled. They are still charging me {$790.00} and they refused to solve my problem ignoring the fact that transaction was cancelled a month before " departure date '' and even flight company sent me a letter, Which was originally requested by amex and now still amex is charging me for a service that was completely cancelled.
Company Response: Closed with explanation

Timely Response

2018-11-12

Boca Raton, FL

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

2018-11-12

Odell, OR

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Complaint: I have five XXXX XXXX cards with American Express Serve. They provide the ability to load funds via a debit card on their website, which I have used without issue in the past. However, I recently logged into each account to update my debit card linked to these Serve accounts ( I have the same debit card linked to each Serve account ), which is when the trouble began. Some time last week ( XX/XX/XXXX or XX/XX/XXXX? ), I noticed that I was unable to sign on to the Serve website for any of my five cards. It indicated my password was incorrect, even though I was certain I was entering the correct information. When I selected to reset my password by sending a verification e-mail, I received a confusing " For your safety, your session has expired after 10 minutes of inactivity. Please try again. '' message. When I selected the other option to verify using my Security Question, I receive an equally unhelpful message - " We're sorry, something went wrong! Please try again. '' I finally got around to calling on XX/XX/XXXX and was told that my accounts were locked because of the recently updated debit card. Despite the online verification process when adding the card ( Serve places two pending charges and asks you to verify the amount ) they said they needed to verify that the card was mine. This required them contacting my credit union and having me authorize my credit union to confirm that the card provided was in my name, the address matched, etc. After this was done, the representative unlocked my accounts and said all of my accounts were unlocked. I verified I was able to sign on to all of my accounts while he was still on the phone. However, after I went to update my debit card on the last Serve card ( I had only updated four out of five when this happened ) and tested to verify that I could load funds from the debit card, I found that all of my Serve accounts were once again locked! I called back and basically received the same scripted response, that all of my accounts were locked because of the recently updated debit card. And on top of that, this new representative said he would need to go through the same process of conferencing in my credit union to verify the card was mine! I expressed my frustration with doing the same thing over again, but ultimately agreed to contact the credit again. After this was completed, my accounts were all unlocked. Well, sure enough, after attempting to load funds on my card, all of my Serve cards were once again locked! I called today (XX/XX/XXXX ) and the representative reviewed one of the cards and unlocked it. However, when I indicated that the other four cards were locked, she suddenly provided the the same scripted response as the previous reps - all accounts locked, need to contact your credit union to verify. Which they can not do today because my credit union is closed due to a holiday. I have called back several times in an attempt to get this resolved but continue to run into the same ridiculous request to complete a verification process that has already been completed twice. Requests to speak to a supervisor are met with being placed on hold for twenty minutes and then either being hung up on or told a supervisor is unavailable. When I ask to have a supervisor call me back, they state they can not make outgoing calls. When I asked for an email address, I was told they can only send e-mails, not receive them. The only way to contact them outside the phone number is by U.S. mail. I find it amazing that a company as large and well-known as American Express has such inane policies and deceitful and/or incompetent customer service for something as simple as updating debit card.
Company Response: Closed with explanation

Timely Response

2018-11-12

Foothill Ranch, 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: American Express closes my business platinum card and took away all points that I have accrued, both from promotional activities and normal spend. There were XXXX promotional points and approximately XXXX points earned from spending. I called them and they simply said that i do not have an account with them. Those points have cash value and they should not be able to remove those without any compensation. The account was closed in XX/XX/2018. I asked them to refund the points to me but they said no.
Company Response: Closed with explanation

Timely Response

2018-11-12

Oxnard, CA

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

2018-11-12

Belleview, KY

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Complaint: I do not understand how the credit lending institution can allow a machine to run my credit and decide that the lack of information found means I'm a risk factor for paying my bills. I have filled out credit applications and been denied for what was on my reports so I did not argue. I spent several stressful weeks trying get the inaccuracies corrected & now they are. I filled out a new application and was denied for not having enough history of payments, & a non generated fico score. I have paid cash my whole life & had no clue I was being graded for my payment histories! The credit card companies will not give me a fair chance because according to the grading scores ( calculated risk ) I'm not credit worthy. I am sick of the way our governments grade our lives pretty much from birth! I'm capable of paying my bills and I'm the one who should be ablebto say so not some XXXX scoring chart that has no clue what assets I've aquired in my XXXX years of life. Credit lenders if you can not treat me the way you might a XXXX with no credentials in the U.S. then your loss and you should be ashamed of your selves. I think its prejudice & bias that you won't trust me but I'm forced to trust you!
Company Response: Closed with explanation

Timely Response

2018-11-12

Oxford, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. Upon checking my credit, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-12

Santa Monica, CA

Getting a credit card

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

Problem getting a working replacement card
Complaint: XXXX XXXX XXXX credited my account for a return and Amex Serve refused to release funds
Company Response: Closed with explanation

Timely Response

2018-11-11

TX

Incorrect information on your report

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

Account information incorrect
Complaint: AMERICAN EXPRESS - have closed my account in the beginning of XX/XX/2017 without contacting me. They kept sending me the bills and at the same time they have put my card in collection. They started saying I had to make full payment to stop the collection and/or accept they high interest if I had a payment installment. For that reason I didn't make XX/XX/2017 payment and I contacted XXXX XXXX XXXX XXXX to help me negotiate the interest and have monthly payments I could afford. It was negotiated in XXXX and even though we had the agreement they kept reporting late payment to the credit bureaus. I would like it to be removed from my credit reports as I made payments agreed on time and I have a proof of it. Also, if they could remove XX/XX/2017 late payment as well, as I believe I though the minimal payment was done and they never notified that it wasn't. I feel very hurt my American Express because they have put my account in collection without first talking with me about it and trying to find a great and fair agreement.
Company Response: Closed with explanation

Timely Response