AMERICAN EXPRESS COMPANY

2018-11-06

Bentley, MI

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 signed up for an offer for an American Express XXXX Honors Ascend credit card on XX/XX/2018 because of an offer of XXXX XXXX Honors points after you spend {$2000.00} within the first three months of account opening. I contacted American Express today because I met the {$2000.00} spending in XX/XX/XXXX, I had approximately {$2500.00} of spending, but I have yet to receive my sign-up bonus points. The representative I was chatting with said it would take 6-8 weeks before I'd receive my points, but I stated I hit my spending requirements more than 10 weeks ago. His response was that my spending requirement was {$3000.00} not {$2000.00}, I quickly stated that the offer I signed up for was for {$2000.00} not {$3000.00} as he stated it said on my account. He stated I wasn't correct because in my account it showed {$3000.00} in which I asked for the terms from my date of signing up, and he said he could not provide those terms because they are " online. '' I also stated that the {$2000.00} is inline with the current offer of XXXX XXXX Honors points after spending {$2000.00} within three months offered today on their website. After further discussion he got his supervisor to take over the chat, he stated the same thing but offered to open a complaint with AE which I declined. Then after that the chat session was closed due to inactivity online because it had been over 10 minutes since I signed into my account. So, I called the 800 number for AE and spoke to XXXX ID # XXXX, he basically stated the same thing but understood my concern. He said there was nothing he could do for me though beside opening a complaint. He opened a complaint, # XXXX, of which he said they may contact me within 7-10 days. The chat ID is XXXX. American Express does not send applicants copies of the terms and conditions of the offers so they don't have to follow through. Nothing in my account online shows the status of reaching my sign-up bonus, so they are purposely not disclosing this information to mislead customers.
Company Response: Closed with explanation

Timely Response

2018-11-06

Lewisville, TX

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 Platinum Card. For months, I would go to the Amex website and run their promotion tool to see if I would be able to get the XXXX signup bonus. This was a promotion that was offered to me in XX/XX/XXXX but I went with the Amex Everyday card instead. When I finally saw the XXXX signup bonus - I took it. On Friday XX/XX/XXXX I called Amex to see how much I had left to hit XXXX of spend to qualify for the signup bonus. It was than that I found out that I was being refused the XXXX signup bonus. The rep could not find any reason for the denial the made sense. I never had the platinum card in the past. I only had two Amex cards and they were still open and in good standing. He promised me that he would escalate this to their customer care team and follow up with me. He also told me to spend the money to hit the signup bonus so that they would have a reason to say no. He said he would follow up me and I did as he instructed. I called Amex on Thursday XX/XX/XXXX to follow up on the escalation and found out that it was never sent. The customer service rep lied to me. The next rep said that they would escalate it and transferred me to her manager where I left a message and asked him to pull the call from Friday and to please follow up with me. That never happened. On XX/XX/XXXX I called Amex again to get an update where I spoke with someone named XXXX. This individual lied to me several times. 1st she told me I was denied the signup bonus because I had the card in the past. When I told her I did not she placed me on hold for several min and then came back and told me I was denied by the marketing dept on XX/XX/XXXX and that they send me a letter. I told her I open all my mail and would have noticed that. She placed me on hold for another several min and then told me no correspondence was sent to me. Then she told me the offer was denied by their legal dept and that they did not have to notify me of their decision per their terms and conditions. What American Express did to me is the epitome deceptive business practice. The targeted me with a promotion and approved me for a card. Then they change recall the promotion without notifying me. They then profit by accepting my {$550.00} annual fee, merchant fees and me charging thousands of dollars because of their lack of transparency. Then when I find out about their unfair and manipulative business practice - I am repeatedly lied too and they hide behind their vague and ambiguous terms that they can deny a bonus for any reason and that they do not have to inform of tell you of that decision.
Company Response: Closed with explanation

Timely Response

2018-11-06

CO

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 opened the Gold Delta American Express card with the intentions to get a {$200.00} credit on my purchase with Delta. I made my purchase with Delta and They will not issue the {$200.00} credit to my account. This is clearly false advertisement from both Delta and American Express.
Company Response: Closed with explanation

Timely Response

2018-11-06

Gwinner, ND

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: I have going through financial hardship and was unable to make my monthly American Express credit card payment. I contacted American Express and explained my situation. They told me they had programs available to assist with my certain situation but that I wasn't able to access those programs until I paid my account was current. I told them I didn't have enough money to get my account current and they still responded they could only help me if I was current. I reluctantly paid the minimum due, which meant I couldn't pay other bills that I owed, and then they said " Oh, I'm sorry, we don't have programs right now that can help you. '' Then, about one week later, they withdrew money from my bank account without my permission. I called them 3-4 times to get an explanation as to why and how they did this and they said they couldn't talk to me until my account was current. I again told them my financial situation and again they told me they couldn't help me unless my account was current. I wouldn't pay because, one, I didn't have any money to pay, and second, I wasn't going to let them do to me what they did to me the prior month. I want them to remove their finances charges and late fees and work with me to get this paid off. Now they have hired a collection agency to collect this money.
Company Response: Closed with explanation

Timely Response

2018-11-06

Cortlandt Manor, NY

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: A this will be told many times in the past and as AMEX stated to me the other day WIth one of your representatives on XX/XX/2018 and the representative stated that they acknowledge that AMEX apologizes for the situation and that there is flaws in the system and loop holes that these perpetrators are using, however what was not stated that with the third party verification that XXXX XXXX did not properly screen the perpetrator and should have done this off-line which would have prevented further losses. Therefore AMEX should have insisted to XXXX XXXX to perform a better screen rather than using my good credit to allow the payment to be paid on my credit and my good credit alone. This is shameful and will be brought out if necessary. I dont think that AMEX want to show in the media that a person of high wealth can be exposed to this type of scam and because of their net worth they allow this to go through without insisting upon better verification from XXXX XXXX etc. AMEX Should have protected me and my company which they failed to.. They should have had their Customer Service Representative when screening the client call them off-line and AMEX should have insisted on that. OR send them a text etc like any other bank performs.. This will be shown as both banks failed to do proper verification procedures and therefore this would not have escalated to this point.. IF for any reason this is not resolved in my favor there will be damages brought against AMEX And the other banks and expose this to the media which Again I am not looking to do. You freeze my account and give me a STAY. IF this proceeds further I will do whatever I have to to rectify this and let the media and my constituents know what is the flaws in the banking system so people who cant afford an attorney since you have failed their personal safety and have used these people to hurt them. I will stand up to these people and do what is morally and ethically correct to fix your flaw and loop holes and let the public know this. It is the banks that are allowing this to happen and hurt individuals like myself due to your lack of concern, your hiring practices, your work force being overseas, or whatever but this will all be exposed and you will ultimately affect your business as you have impacted mine and my life and have probably caused my father to have a XXXX XXXX XXXX and die since we discussed this 4 hours prior to his death and his XXXX will tell you he was shocked that he died this way.. In addition on the above date by your representative again never followed up with you claiming someone did a verbal order to transfer monies for the XXXX. No one ever called back to investigate this and let me know that it was not me. Again, another liability for AMEX and another coverup ... XXXX XXXX office and herself are fully aware of this but you dont want to take action nor responsibility.. I am recommending you fix your issues and XXXX out my balance and restore my XXXX in points and XXXX in Delta Sky miles. Anything else will be not satisfactory
Company Response: Closed with explanation

Timely Response

2018-11-06

Pompano Beach, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-11-06

Nyc, NY

Incorrect information on your report

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

Account status incorrect
Complaint: These American Express accounts have been settled through my program with XXXX XXXX XXXX. the accounts show negative remarks. However The accounts are SETTLED AND paid in FULL.
Company Response: Closed with explanation

Timely Response

2018-11-06

Nyc, NY

Incorrect information on your report

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

Account status incorrect
Complaint: These American Express accounts have been settled through my program with XXXX XXXX XXXX. the accounts show negative remarks. However The accounts are SETTLED AND paid in FULL.
Company Response: Closed with explanation

Timely Response

2018-11-06

Antlers Park, MN

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2018-11-06

Houston, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: ftc violation sent all the documents over they need to fix this fcra violation is not mine hacking reports cybercrime division and police reports
Company Response: Closed with explanation

Timely Response

2018-11-06

Las Vegas, NV

Closing your account

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

Company closed your account
Complaint: The credit card processor account offerred by the banks to accept credit cards, has a blacklist called MATCH which unfairly prevents individuals and small businesses from accepting credit cards. The banks use this list ban anyone for any reason.
Company Response: Closed with explanation

Timely Response

2018-11-05

Kent, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: Every day I am receiving 2-3 calls a day, up until XXXX XXXX from AMERICAN EXPRESS. The number shows as XXXX. After so many calls, I called the number left for me to call for a very important matter. The number to call is, XXXX. After reaching a live agent, I was told to enter my card number, OF WHICH I DON'T HAVE. I explained that 40 years ago I had an AMERICAN EXPRESS CARD, when I was in the work force. Also there is no one at my home except me, and please stop calling as I do not owe them.
Company Response: Closed with explanation

Timely Response

2018-11-05

DC

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/2018, I received a targeted e-mail promotion from American Express for my American Express XXXX XXXX card to earn 10x the bonus points for purchases with XXXX. When I clicked the link to enroll my card in this promotion and then clicked enroll within the link I repeatedly received an error message saying they were unable to enroll my card due to a system issue and to try again later. I have tried to enroll my card for this offer on numerous different browsers for 5 straight days and receive the same message every time. I contacted Amex regarding this issue and was told there was nothing they could or would do to fix this issue to get my card enrolled in this offer. I find this to be fraudulent and misleading advertising.
Company Response: Closed with explanation

Timely Response

2018-11-05

Boston Harbor, WA

Closing your account

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

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2018-11-05

SC

Problem when making payments

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

Problem during payment process
Complaint: American Express Credit Card - Standard monthly payment on the XXXX of every month - On the XX/XX/XXXX, multiple fraudulent payments to balance were attempted. Amounts were : {$4500.00}, {$4500.00}, {$3200.00}, {$4000.00} - Amounts did not clear my bank, and were sent back as return payments. - As a result of 4 return payments, credit limit was lowered from {$12000.00} to {$7700.00} - Additional fraudulent payment of {$7500.00} was scheduled on the XX/XX/XXXX, but was canceled ahead of time by me. - Fraudulent bank account was added to my account on XX/XX/XXXX - Called on the XX/XX/XXXX to American Express, assured by agent that the payments ( then unknown as fraudulent ) were not actually taken out. No other resolution - On XX/XX/XXXX after receiving notification of additional {$7500.00} scheduled fraudulent payment, called 4 separate departments to American Express, who helped me figure out the payments could be fraudulent in order to gain access to the immediate credit on my account following a payment. They gave me two options to attempt to restore my credit limit : - Submit proof of wage documents to start a credit limit raise application, told by Customer Service that this was likely to be denied due to credit score and outstanding debt -Pay a sum of around {$3800.00} by XX/XX/XXXX, which was the difference between my previous credit limit and my newly lowered limit -Passwords and information changed securely on the XX/XX/XXXX. Do not believe fraudulent activity will continue
Company Response: Closed with explanation

Timely Response

2018-11-05

Houston, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: amex showing XXXX, XXXX, XXXX when i sent hacking and ftc reports
Company Response: Closed with explanation

Timely Response

2018-11-05

Centennial, CO

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-11-03

MO

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

2018-11-03

UT

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/2018 I applied for the American Express Green card. On the we page from American Express which I applied on it stated " Special Offer for you! Earn 25,000 Membership Rewards points after you spend {$1000.00} dollars on purchases on your new card within the first three months! '' I proceeded to apply and was subsequently approved. After meeting the terms within the first month I waited for my bonus to post to my Membership Rewards account but nothing came for 3 months, and that is when I made my first inquiry to American Express. I was told an investigation would be opened but never heard anything back. A few months later, after repeatedly attempting to get information regarding my inquiry, I inquired again and they said " We have reviewed you account and do not have a record of the 25,000 points offer being extended to you. Therefore we are unable to award these points to you. ''
Company Response: Closed with explanation

Timely Response

2018-11-03

Bronx, NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: My " Serve " them that I had received a referral from a Third party which resulted in me being awarded the account, but that made no difference. I informed them that I had previously enjoyed the type of consideration which I was then requesting on the same account, to no avail. I finally informed Customer service that my " Serve " account was linked to my XXXX XXXX account without success The closing created a detriment to my XXXX XXXX account. I mailed a letter by Certified mail to this affect to American Express Customer Relations Team in XXXX XXXX XXXX back on XX/XX/18 and they have issued no response, Notwithstanding the fact that my account was closed without any prior notice to me through mailings or through email.
Company Response: Closed with explanation

Timely Response

2018-11-03

Alhambra, 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
Company Response: Closed with explanation

Timely Response

2018-11-03

OK

Problem with fraud alerts or security freezes

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

Complaint: I still have phone call or lathers to ask me to for pay back money I didnt used it. All ready I reported to XXXX about fraud ( someone its been use my informations ), and my credit its worst.
Company Response: Closed with explanation

Timely Response

2018-11-02

Lk Buena Vis, FL

Fees or interest

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

Problem with fees
Complaint: Since XX/XX/2018, I have been getting late fees added to my AMEX corporate account. This is a card that my company pays in full every month. Unfortunately, AMEX can not substantiate why or where the fees originated. According to them, I owe over {$420.00} in fees, but they can not tell why. Every month they add {$39.00} to my billing statement now adding up to {$270.00} from a {$78.00} so called debit charge that they nor I can explain. I called again last night XX/XX/18 at XXXX and neither XXXX or her manager XXXX were able to provide me any guidance on what's going on. Including, XXXX had me on hold for more than 30 minutes saying that they could not retrieve my statements due to a slow internet connection. Moreover, I then requested a call back to review my statements and never received one. They know I have excellent credit, therefore, they do not waive those fees because they I dont want to ruin my credit. They are taking advantage of my situation even though they can not explain why or when these charges were initiated.
Company Response: Closed with explanation

Timely Response

2018-11-02

Shulerville, SC

Fees or interest

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

Problem with fees
Complaint: I have two accounts with American Express. Both of these accounts are in a debt consolidation. I have been advised by my bank that American Express has debited my account for the past month of XX/XX/2018 in the amount more than {$500.00} on numerous days. I called American express, I did not authorize these charges. American Express is " looking into the matter. '' I called my bank and they put a stop payment on the latest on for {$200.00}. The rest is being investigated for fraud. I need American Express to be made to account for their underhanded way of conducting business. Thank You
Company Response: Closed with monetary relief

Timely Response

2018-11-02

Escondido, 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
Company Response: Closed with monetary relief

Timely Response