AMERICAN EXPRESS COMPANY

2018-11-11

Houston, TX

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

2018-11-10

AZ

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: AMEX is fraudulently reporting on my credit report in the amount of {$3800.00} account # XXXX * There is no balance because you claim to have charged off the account and it is a FACT that there is insurance on each account to protect the creditor against asset loss. Did you receive monies from an insurance claim that paid off the alleged account balance? * Did they even fund the account or did you? * Did you take tax credits? * Are you the creditor or really just the servicer? * Did you disclose that you were charging me for the insurance premium to protect against asset loss? * Did you get your approval in writing agreeing to the amount of the premium as require by law? * Did you get the insurance payoff prior to charging off the account? * Is the contract creating the account even valid since they lacked full disclosure and equal risk? * Did you even have a certified copy of the original contract bearing both my signature and your authorized representative 's signature? * Can you provide a full accounting showing every charge, every payment, every fee, every interest charge, every credit -including the insurance claim monies received, and any other amount along with the date each event occurred? *This does not mean you get to send me monthly billing statements. You need a full history document ). You need to respond point by point on each issue raised and provide documentation for everything you claim. Plus, verification requires a sworn affidavit, so that's how you need to respond.
Company Response: Closed with explanation

Timely Response

2018-11-10

Seattle, WA

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 found my American Express Membership Rewards Program account is frozen by American Express Company when I tried to purchase a flight ticket with my Membership Rewards points. Here is the message : " This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. ". I chatted with their online agent, called the Membership Rewards program agent, American Express travel agent, and an agent from the security team. But, nobody from American Express can tell me why my point account is frozen, and when can I use my points again. People from American Express keeps transferring my call to different departments, the last agent told me she didn't know why my account is frozen and the only thing I can do is to wait. I asked her how long should I wait, and she said I need to wait 3 billing cycles, which is more than 3 months. I need these points to buy flight ticket right, and the ticket price is keeping increasing everyday! Why I should wait 3 months for a unclear reason? Please give me an answer, or least give me a reason. Thank you.
Company Response: Closed with explanation

Timely Response

2018-11-10

West Brandywine, PA

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 a cardholder with AMEX. I recently had a plantinum card, but was receiving marketing and promotional items on their new Gold Card. I was enticed to switch because I use my card for work. The majority of my purchases are for entertainment and travel. The new gold card provides better rewards and benefits for what I use my card for on a daily basis. I contacted AMEX before switching to make sure everything was good and was confirmed with the rep that everything would be taken care of. I had initiated the change on XXXX. On XX/XX/16, I received an email saying they were removing XXXX points or {$600.00} from my rewards account for downgrading/misuse of the rewards program. No one ever made me aware that this could happen or I would have stayed with the card I had. Moreover, I reached out 3 times over the follow three weeks to inquire or get this fixed. They said there was nothing they could do. I asked if they could at least honor the promotional offering for the new card and they said no. I was told they took the points because I didnt stay with the platinum card for a year. Its been 9 months. They also said I couldnt get the $ XXXX/XXXX point offer after spending {$2000.00} because I downgraded. I filed a corporate complaint weeks ago and have not heard back and continue to get the run around with employees. Theyre treating me like a thief when all I did was switch to a card they were advertising and marketing to me. Worst part about it is that they continue to send me mail reminding me about the new promotion for the gold card and every time I call in they say sorry, everyone gets that mail, but we cant give you the promotion. I need help since they wont do anything nor put me in touch with the right people. This all could have been prevented if they warned me this might happen before making the switch over to their new credit Card that they were marketing to me! Please help!
Company Response: Closed with explanation

Timely Response

2018-11-10

San Diego, CA

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 received a text message saying I had opted out of text alerts on my phone. I did not opt out and then checked my quick balance option on my phone which said XXXX and I originally had over 2000.00 on the card so I ran to my laptop and tried to log in and the account started to let me in and then reset to an error page. When I tried again it said wrong password/username. I called in to reach an operator which was really difficult to do meanwhile getting other info like the last 3 transactions and amounts which were not me. The lady didn't ask me which transactions were not me so I was assuming everything she said was true such as " not to worry it would all be taken care of I will get my money back '' " an investigator from account protection will call me back '' and she and I together trying to reset my account password could not do it due to system failure but finally she was able to put a hold on my account and told me to call back when I received the account passwords emails reset link. Aprox an hour later I got them along with the the emails that had the charges that were made unauthorized by me. This was the same woman or at least said she was the same woman from the first conversation that I spoke to. I wanted to transfer the XXXX to my brothers account for security she helped me to do that. I bring this up because I feel this is what got lost in transit. I was out of town at the time this happened so it was bad but not blaming serve even though the woman hung up on me when I expressed my concern to not sweep this under the rug. I wanted to do police report and not only get my money back but pursue charges on the person that caused this and then click the line was dead ... but whatever. When I got home a new card was waiting and when I activated it I inquired about the investigation and that no one had contacted me and the guy was rude about it saying we haven't reached our 10 day obligation. I let him know to contact me because no one had even asked me which 3 charges or any charges that were not mine. How did they investigate I was eager to help in any way I could and even sharing with them which charges to investigate was too much information for anyone I talked to. That was XX/XX/XXXX. The following day my brother sent me back my money and my life went on as usual. Yesterday XX/XX/XXXX I was locked out of my account and when I call there is an automated message that says my account is suspended and I will receive an email with further info. I was finally able to bypass the system and talk to a guy named XXXX XXXX in account protection services that sounded like he was at a party not an office he said he was the supervisor and the kids screaming and celebrating in the background was their awards and recognition day at work. It was shady only for him to say my claim was found to be authorized and the account is closed so they no longer could provide the service of giving me this info and I would have to write them to get information on the unauthorized charges that were never even established to investigate and separately finding out what they are doing with my balance in the account. This is short for what I suspect of this company. I want them to properly investigate the proper charges which they don't have the correct information and I want the balance of my account sent to me including a proper report taken so if they cant do their job I can give the info to the police. There were 3 unauthorized charges on my account. 1. XX/XX/2018 XXXX to XXXX XXXX {$250.00} 1. XX/XX/2018 XXXX to XXXX XXXX {$480.00} 1. XX/XX/2018 XXXX to XXXX XXXX {$750.00} They never asked or shared as to what was unauthorized. They also closed my brothers account which I think is because of my claim maybe mixing his association with my sending the balance with assistance of the original woman helping me secure my remaining money. These people didn't just let someone charge my account but they also offer no explanation and then told me it would be ok as they kept the rest of it. Please help me to get this resolved.
Company Response: Closed with explanation

Timely Response

2018-11-10

Arco, 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: XX/XX/2018 charge for {$59.00} appeared from XXXX XXXX XXXX XXXX On my American Express card. I contacted Amex in XX/XX/XXXX when I reviewed my statements, s/w XXXX @ security and informed an investigation will take place. Credit card was replaced, but no update was provided. Kept calling billing company at number listed, XXXX no one ever answered. XX/XX/2018 called Amex to check on status, told no investigation was done as it was old, I was told I had 2 months to report this discrepancy. If that was their policy why was is it never mentioned? When was Amex going to notify me of their decision? Two months went by with no response from Amex. What kind of customer service is this? Yet they advertise, you will never be held responsible for unauthorized charges? '' They should be fined for false advertisement, and lying to consumers.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-10

Las Vegas, NV

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: On XX/XX/2018 about XXXX XXXX I visited an ATM machine located at XXXX XXXX, XXXX XXXX NV XXXX at XXXX XXXX XXXX XXXX XXXX XXXX, NV, XXXX telephone number XXXX. My transaction was a withdrawal of {$460.00} - the ATM machine sounded a little funny while it was counting the money but never produced the money! I lifted the door where the money is dispensed and there was no money there. I received a receipt for the transaction- showing the debit from my account for {$460.00}. And I immediately called the telephone number located on the atm machine, I was told to call my bank and file a claim - Well my Bank is an American Express Serve Card that is prepaid, the ATM was labeled a XXXX ATM and all XXXX ATMs are fee free to use. I called AMEX SERVE customer service and filed a claim I was told I would receive an email, which I did, and that email states, '' We received your dispute for the transaction below and are currently investigating it. Well send you another email within 10 business days with more information, including whether or not were able to credit you for the charge. '' Trying to get through to customer service is ridiculous and takes a half hour to reach someone in XXXX. I tried to call them this afternoon and was on hold so long my phone went dead. It is or should be a fairly simple issue to resolve as these machines are suppose to have internal mechanisims to alert the ATM operator of malfunctions with the terminal, I called and reported it, someone should have come to check the machine and conduct an audit and fix or place out of order the machine.
Company Response: Closed with explanation

Timely Response

2018-11-09

Gloucester City, NJ

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
Company Response: Closed with non-monetary relief

Timely Response

2018-11-09

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2018-11-09

Arco, CA

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Complaint: I was contacted today on XX/XX/XXXX at approximately XXXX pst, from this number XXXX by a representative called XXXX XXXX XXXX repersenting American Express and said she's calling from XXXX. She refused to give me her employee id number instead she gave me her extension number ( XXXX ) and claimed that's her id number. She attempted to ask about a close account from XXXX, I informed her that I do not agree with her and in fact what she's talking about is fraudulent activity that happened on an authorized account. At this time, I clearly informed her that the statue of limitation has been reached and if she was trying to get me to falsely admit to charges that where fraud that I'm protected under the consumer act. At this point I asked to speak to her manager to explain to them what they are doing is harassment and that coercion is illegal. Mr. XXXX XXXX XXXX xXXXX ( claims he doesn't have an employee id number ) got on the phone to " attempt '' to calm me down and find " what happened '' in XXXX. I explained to him that the issue was addressed in XXXX, I am not responsible for these fraudulent activities and that what they are doing by trying to get me to admit thru threats of lawsuits ( which already surpassed California 's statue of limitation ), intimidating tone of voice is illegal and do not call me back. He then purposely offered me unsolicited incorrect information telling me if I contact the other departments or pay money it will not effect my credit, When clearly it's known that if you pay it can be reported to the credit bureaus even if you do not admit guilt. I reapetly informed them that this is not my dept, do not call me and I'm not responsible both Mrs. XXXX and Mr. XXXX refused to listen and take my statement seriously.
Company Response: Closed with explanation

Timely Response

2018-11-09

IA

Fees or interest

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

Problem with fees
Complaint: I have had a XXXX credit card for years with auto payment for balance in full monthly. This month they decided to all of the sudden charge me a late fee and interest and claim that I've never had auto payment setup. They are trying to ruin my credit score by removing my auto payment in full and in an attempt to earn additional interest.
Company Response: Closed with monetary relief

Timely Response

2018-11-09

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 explanation

Timely Response

2018-11-09

Vista Del Atlantico, PR

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 non-monetary relief

Timely Response

2018-11-09

TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: was hacked but amex they need to get this off my record asap
Company Response: Closed with explanation

Timely Response

2018-11-09

CA

Getting a credit card

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

Delay in processing application
Complaint: I applied American Express 's Premier Rewards Gold card in the beginning of XX/XX/2018 ( Reference # XXXX ). I have never had such a harassing, convoluted experience in my 50+ years of experience with financial institutions. I have released very personal information to American Express in the form of my taxes and am absolutely horrified at the lack of professionalism with which they request and handle this information. I am filing a complaint 2 months after the initial application due to the following events : I received a letter shortly after filing my application requesting a XXXX and a letter from a bank stating my home address. I provided both of these items in a timely manner. This is in spite of the fact I was told by my bank that it is not in their practice to provide such letters. I eventually was able to obtain a " Deposit Account Balance Summary Request '' that included every single item they asked for ( bankers name and number, branch name, my address, etc. ). At this time I called American express within the next 2 days to confirm timely receipt and processing of these document. This time I was told that they were attempting to contact the banker and were not able to do so ( apparently trying consists of calling- who knows which and at what time of day- number two times ). I was informed that because American Express was informed the banker was out of the office that he would need to call them. Now, I'm no expert but it seems that if the banker ( whom you have now confirmed works there ) is not in the office you could confirm my information with the banker that was speaking with you. During one of my subsequent trips to my bank I did ask my banker to make this call to American Express -- and he did with great difficulty. The first time he called the number provided on the notice from American Express did not connect with the correct department handling my case. The second time I went to my bank specifically to make this call ( after I did research to locate the correct number -- note this is absolutely absurd ), My banker was told the department was not in ( had left for the day ). I asked the representative of American Express to notate on my account that the banker and I had called again and he did. I assumed this was the end of this 2 month fiasco with such a " reputable '' company. Alas, I called back a few days ago and they asked me to go back to my bank a third time and call again. This is absolutely unheard of -- this banker is not my personal assistant and I should not have to make a third trip to my bank for the ineptitude of your employees.
Company Response: Closed with explanation

Timely Response

2018-11-09

Charlotte, NC

Closing your account

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

Company closed your account
Complaint: I own an American Express card that was opened in XX/XX/XXXX. I always tried maintaining good status by making on time payments. If a month was unable to, I would call and remedy the situation. In XX/XX/XXXX, after losing my job, I continued to make a payment in XX/XX/XXXX and XX/XX/XXXX. When XX/XX/XXXX statement came out, a payment in the amount of {$100.00} was due. I proceeded to make the payments in XX/XX/XXXX, XXXX and XXXX under my bank account ( which is a joint account ). However, I contacted Amex numerous times since XX/XX/XXXX to let them know of my current situation and requested some sort of financial help. NOT ONE CALL was I informed that my payments were not going through. In an attempt to mitigate my damages, I logged on to my account to find my card " cancelled ''. I contacted another rep in XX/XX/XXXX and asked about the " canceled '' status and was informed that it was because payments were not made that I am unable to use my card. HOWEVER, if I was to bring the account current the cancellation would be waived. THAT was the ONLY call that the gentleman informed me that my bank was not processing my payments and that I needed to look into it with my bank, XXXX XXXX. He informed me that he would update my account to advise that I was working with my bank to find out about the payments not being processed. After contacting my bank, I was informed that a fraud alert was placed on my account ( husband ) and that no payments were made. I quickly called Amex and updated the with this information. I was advised that I needed to make 2 payments ( {$100.00} and {$110.00} ) within the same month to show that the payments went through. In good faith, I opened another account with XXXX XXXX and proceeded to make total payment of {$220.00} within the same month, through a new account. However, when I went to check the status of my card, my card was now closed. I have called NUMEROUS TIMES in an attempt to have this investigated and have been received with push back. I did what was told of me, I complied and demonstrated it was wrong doing on the bank behalf and yet my card was closed as though I never tried to fix the situation. My last conversation regarding the matter was with XXXX XXXX, who callously informed me that there was nothing that can be done for my account and that NO ONE in the company is going to do so. I believe AMEX is acting in bad faith. As a consumer, I contacted them before things got out of hand and did my part. I complied and made the payments as agreed and furthermore, the card is up to date, with ONLY a {$1000.00} balance owed.
Company Response: Closed with explanation

Timely Response

2018-11-09

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
Complaint: I had communicated with American Express on numerous occasions that the account holder ( Account Card # XXXX ) and my father, XXXX XXXX XXXX XXXX, suffered a XXXX on XX/XX/2018. I contacted American Express on XX/XX/2018 and asked to have his card suspended, and I was told to send a copy of a power of attorney to American Express at its fax number [ ( XXXX ) XXXX, which I did that same day as instructed by " XXXX '', American Express 's representative, when I spoke to him at ( XXXX ) XXXX. [ On that same occasion, I and my mother, XXXX XXXX XXXX XXXX, asked XXXX to suspend the card, since there were unfamiliar charges on it. ] We also sent proof of the XXXX. American Express has not responded, and has indicated that my power of attorney is not valid. The power of attorney is valid under California law -- I should know, since I am an attorney. We wish for the CFPB to inquire of American Express when ( if ever ) it intends to address these issues.
Company Response: Closed with explanation

Timely Response

2018-11-08

Okc, OK

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-11-08

Brooklyn, NY

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2018-11-08

West Brandywine, PA

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 received an email offer for an American Express XXXX XXXX XXXX XXXX Credit Card with an annual fee of {$450.00} in early XX/XX/XXXX. The card offered XXXX XXXX points if I charged {$5000.00} in the first 3 months. Also a {$300.00} XXXX/XXXX credit each year of card membership for charges at any XXXX or XXXX XXXX, 1 free night a year, and a priority pass for airport lounges. For my business and personnel travel this would be a good value for me. While doing the on line application a pop came on indicating that if you had a prior American Express XXXX card you may not be eligible for the benefits. I called American Express and indicated that 20 years ago I had a XXXX Credit card but not sure if it was an AMEX, XXXX, or XXXX. I cancelled the card in XX/XX/XXXX. The agent assured me that this would only apply to cards cancelled in the last few years. I did not note the agents name. I received my card around XX/XX/XXXX and proceeded to use it. My first statement was XX/XX/XXXX with a balance of {$3900.00}. A week or so later I received the credit card statement and called American express just to confirm I needed another {$2000.00} or so to get the XXXX points. The agent confirmed this was correct. On Monday XX/XX/XXXX I paid my current balance of {$4300.00}. I called American express and asked when I reached the {$5000.00} in charges how long would it take to get my bonus points. I was told by the agent I would not be getting any of the listed benefits because I had a prior American Express card that I cancelled. I told her that I had informed American Express on 2 previous occasions that I had cancelled a XXXX credit card in XX/XX/XXXX that might have been an Amex card. She informed me that sometimes it takes a month or more before this would appear on my account. I then talked with a supervisor named XXXX, who also informed me that since I cancelled a card in XX/XX/XXXX I would not be eligible for the benefits, this was after speeding over {$4000.00} on the card. I asked why this was not mentioned by the agent when I applied for the card or a month later by the agent when I called to re-confirmed the period of time to reach the {$5000.00}. XXXX informed me that it may take months for the American Express to do the research if I qualified for the promotion. I then cited I should not have been told by 2 American Express agents that I qualified for the promotion. She also mentioned that my wife had cancelled a XXXX XXXX American Express card several years and I had a companion card. My wife 's account was always in good standing and this card was not in my name. I have no problems American Express accepting or denying anyone for a credit card. My complaint is I should not have been told I qualified for the benefits and 2 months later after spending over {$4000.00} told I did not quality. PS my credit score is in the 800 range and always pay all credit cards on time.
Company Response: Closed with explanation

Timely Response

2018-11-08

Bedford, OH

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

2018-11-08

AL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: This is a follow-up to CFPB Ref No : XXXX-XXXX. In their response, American Express stated that " we found that the representatives with whom you spoke provided you with incorrect information about the offer associated with your account '', yet provided no reason why they had incorrect information. I believe this is because my account is showing I am eligible for the Free Weekend Night, but American Express is refusing to provide it. Additionally, American Express has not provided the cardmember agreement which stated the terms of my bonus. I've attached a picture of the offer I signed up for to verify my claim that the offer included a free weekend night.
Company Response: Closed with explanation

Timely Response

2018-11-08

NY

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: AMEX, specifically XXXX, XXXX or XXXX has been calling my work, my sister-in-law 's business looking for me. I am making payments on time. I have spoken to them and told them not to call me at work. Yet they continue.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

WV

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 have a XXXX personal credit card. XXXX and XXXX combined recently but I signed up for a XXXX card for a XXXX promo offer for XXXX points. The XXXX did not post to my account. I know the merger was to take place after XX/XX/XXXX but I applied and was approved for this card prior to the XX/XX/XXXX deadline. Now american express is declining giving me the offer because I had a XXXX card before and got a bonus with them. I feel as though I met the requirements for the card having got it before the XX/XX/XXXX deadline. Please help me get my XXXX XXXX points.
Company Response: Closed with explanation

Timely Response

2018-11-08

Sebring, FL

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