AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 125
2018-11-02
Ft Lauderdale, FL
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
Company Response: Closed with explanation
2018-11-02
CO
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: I contacted American Express on XX/XX/XXXX to dispute a charge which occurred on XX/XX/XXXX in the amount of {$1900.00}. I disputed the charge on the grounds that when XXXX was temporarily shut down by the FTC on XX/XX/XXXX, I could not access all of my " Guaranteed Lifetime Access '' Training and I had paid for THREE all-inclusive 5-Star Resort Training Seminars ( 4, 6, 10 Days ) which I could not receive because they were under a Temporary Restraining Order by the FTC.
On this first call, I was told that I needed to submit my dispute online.
I submitted my official online claim on XX/XX/XXXX - After I found out the FTC had shut XXXX down permanently on XX/XX/XXXX. ( I waited to initiate a second contact with American Express for the permanent shut-down notice because it would be easier for the investigators to work on acquiring a chargeback once the shut down was permanent. ) I received a confirmation ( and case number ) that my dispute had been initiated and no payments or interest would accrue throughout the 6-8 week investigation.
I sent them documents proving my claim that I was disputing the charge because XXXX was permanently shut down by the FTC on XX/XX/XXXX which meant that I no longer can access the " Guaranteed Lifetime Training '' nor will I be able to take the already-paid-for all-inclusive 5-star resort training seminars in XXXX XXXX and XXXX.
There was no other communication other than when I checked on the status of the dispute on XX/XX/XXXX.
On XX/XX/XXXX, AmEx informed me that they " closed '' my dispute because the merchant had not responded ( in just 30 days XXXX. They did not pursue a chargeback effectively. They did not start an investigation. Other companies I have worked with have said if XXXX does not respond with 30-45 days, the temporary charge is permanent. Not American Express. They sent one message to XXXX and when they didn't hear back right away, they closed the dispute.
I contacted American Express via Live Chat on XX/XX/XXXX to ask them to reopen ( and reapply some effort ) to my case. I was informed they did this as a " courtesy '' the first time due to the the amount of time since the charge, but they put little to no effort in. They did not follow up, they did not investigate, they did not represent me at all.
I asked for a supervisor and he told me they would not reopen my dispute and that their " dispute/investigation team '' said I should contact the merchant. I explained SEVERAL times that the merchant was shut down permanently by the FTC on XX/XX/XXXX and there was no way for me to contact the merchant - There is no phone, website or any other way for me to contact them! I need the credit card company to initiate the chargeback for me with XXXX bank AND actually put some effort into it!
I asked the " Customer Service Supervisor '' how I could communicate with the " dispute/investigation team '' and he said there was no way for me to do that. How am I supposed to talk to someone about the specifics of my case ( updated since I submitted the initial dispute documents ) if I am not allowed to talk to the " team '' that is supposed to be representing me?
There is new information and additional documentation regarding my case, but since they sent a " courtesy inquiry '' one time, 30 days ago, with no follow up or effort, I am left to pay for something I should not have to.
Other credit card companies have successfully acquired chargebacks for this situation, but American Express did not really even try!
I have included a copy of the Live Chat here for review.The whole conversation hardly makes sense. Every " Customer Service Rep '' has a different answer to everything.
Federal Law Regarding XXXX Bank Responsibilities : " Federal laws mandate that acquiring banks must pay all chargebacks even if the merchant is not able to do soThe banks obligation to pay chargebacks stems from Regulation Z promulgated under the Truth in Lending Act and Regulation E of the Electronic Fund Transfer Act. See 12 C.F.R. 1005.11, 1026.12 ( c ), & 1026.13 '' ''
Company Response: Closed with explanation
2018-11-02
Boca Raton, FL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with explanation
2018-11-01
Robbins, IL
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with monetary relief
2018-11-01
Tibbs, MS
Unexpected or other fees
Credit card or prepaid card: General-purpose prepaid card
Company Response: Closed with monetary relief
2018-11-01
Brooklyn, NY
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2018-11-01
Arlington, TX
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Company Response: Closed with explanation
2018-11-01
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
2018-11-01
Hamburg, NY
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Overcharged for something you did purchase with the card
Complaint: received email from Bluebird Credit Card Pre Paid. Please see email below : Hi XXXX XXXX, We received your recent inquiry about the following transaction : Transaction Details Date-XX/XX/2018 Amount {$27.00} From/To XXXX XXXX XXXX XXXX - XXXX, NY We have completed our review and have determined that no credit is due. The transaction will remain on your account because : Valid documents received from the merchant stating valid authorization was obtained for the charge in question.
If you received a temporary credit during this review, we will reverse the credit on or after XX/XX/2018. If you would like to receive a copy of the documents that we relied upon while making our decision, please contact us at XXXX.
Questions? Call us at ( XXXX ) were available 24/7.
Response on Phone American : NO ID NUMBER FROM XXXX REFUSED TO GIVE ANY INFORMATION AND CLOSE THE DISPUTE WITH NO CLAIM!!! BIG TIME FRAUD!!!!!!!!!!!!!!!!!!!!!!!!! AMAZING!!!!!!
let me go through this one more time American blue credit card dispute Department made a gigantic gigantic mistake by reinstating that transaction on the account and that transaction server is is {$27.00} correct take medicine tonight XXXX tonight OK {$27.00} OK um I'm going to go ahead and repeat the fax again the facts are that there was no imprint of the credit card to swipe the credit card signature on the bluebird card no invoices signed contracts are no documents filed the merchant was contacted and realize they build it to the wrong account because I'm XXXX XXXX my name is XXXX XXXX you know that right yes OK and what I have to do is make a complete trans a transcript of all of our telephone conversation and submitted into the consumer protection Bureau that overlooks are bad misbehavior by the credit card on my American Express bluebird and the calls get routed all the time to the XXXX XXXX and I talked to the XXXX XXXX dispute Department in the case was closed and settled that the transaction would be removed from the account because there was no number one no imprint number 2 no swipe number 3 no signature number 4 no transaction in number 5 there is nothing in the name of XXXX XXXX anywhere by the the merchant The merchant says Oh my XXXX we made a gigantic mistake we are so sorry and I refer all that information back to the dispute Department with blue card in the XXXX XXXX And they said you are right will remove this from your account so I get an email today as stated here above in our conversation that the email came back and said we complete investigation to find a charge to be valid which is humanly impossible to be valid because there's no transaction and once again what I want to make perfectly clear to you know signature no signature by anybody and there's no contract signatures no transactions!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
nothing in the name of XXXX XXXX so we're getting information from kind of boggles my mind and I have no choice but to file a complaint with the consumer protection Bureau that overlooks this kind of faulty a decision making by somebody I don't know in the XXXX XXXX!!!
Talk with Name XXXX id XXXX From Disputes Department : at XXXX XXXX Actually took place here is that um the card particular this transaction was never swiped no imprint no signatures no documents sign I talked to the merchant and they said Oh my gosh made a gigantic mistake mistake Mr. XXXX XXXX were so very sorry and they said will make sure this doesn't happen again so they get millions and millions and millions of dollars invoice is coming in and out or their location at the XXXX location that particular transaction in communicating with the accounting Department they said you are absolutely right there is no name of XXXX XXXX anywhere on any of the invoices on any of the documents and they said yeah old Furthermore it's impossible because my card was never swiped I never imprinted that never signed for anything and they go Oh my XXXX your so right we are so sorry about that So what happen was somehow bizarre!!! Why is this in my account???????????????
Company Response: Closed with monetary relief
2018-11-01
Arlington, TX
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Company Response: Closed with explanation
2018-10-31
N Haven, CT
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt is not yours
Complaint: received multiple calls from different numbers - all expressing to be a caller from American express numbers that called were : XXXX @ XXXX on XX/XX/18 XXXX @ XXXX on XX/XX/18 XXXX @ XXXX on XX/XX/18 XXXX @ XXXX on XX/XX/18
Company Response: Closed with explanation
2018-10-31
Woodland Hills, 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 non-monetary relief
2018-10-31
TX
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: ( All the information in this post is available in written form on the AMEX chat history in my account ) I owned an AMEX XXXX XXXX card ending in XXXX. I received bonus points on that card based on a promotional offer run by AMEX. When AMEX launched a premium XXXX XXXX Aspire card ( ending in XXXX ), I applied for it and got it for an annual fee of {$450.00}. Since I had two XXXX cards, I contacted customer care to see if I could cancel the first card as I was getting all the benefits and better features with the new XXXX card ( XXXX ). I specifically asked XXXX, the customer care professional on XX/XX/2018 if I could cancel the card and that I had received the promotional bonus not long ago. He responded that there is no issue in canceling the less premium card ( XXXX ). So, he went ahead and canceled the card. On XX/XX/2018, I got a system generated email saying I was not eligible for the welcome bonus ( which I had already received earlier ) on card XXXX, and that I had abused the reward program. I contacted AMEX customer care ( XXXX ) on XX/XX/2018 and explained everything that had happened. He apologized for the miscommunication from their agent and opened up an investigation. He also said that he had forwarded the information to the supervisor. Nothing happened for the next two weeks, and I contacted AMEX customer care ( XXXX ) again on XX/XX/2018. XXXX told me that the investigation was closed as they did not find anything wrong, but also said this, " However, as you were provided incorrect information at the time of cancellation, I am re-opening the case accordingly so they can have that aspect of the scenario reviewed. '' On XX/XX/2018, I contacted the customer care ( XXXX ) again. His response was, " I've found that case and that was reopened on XX/XX/2018, I understand that your intention was just to be with American Express and you have been using our service past 2 years ... .You even have other American Express cards too. When you contacted us last time, rep has already escalated that matter, it hasn't closed yet because our dedicated team is still working on it. We never question on our customer 's loyalty. '' Fast forward to XX/XX/2018, I contacted the customer care ( XXXX ), and I was told that Amex has closed the investigation again. Now, what baffles me is how the investigation could be closed without any action when both AMEX and I have the chats in writing and there is clearly a written proof of one the AMEX agents giving me wrong/false information on behalf of AMEX. The card I closed ( XXXX ) was a zero annual fee card and I could have kept it all my life without any charge. If I was given the proper information that I would be penalized for closing that card, I would have had no reason to cancel it. If I can't trust a customer care professional to give me correct information, what is a customer supposed to do? Instead of correcting the error on AMEX ' part, AMEX is ignoring, blaming and humiliating a customer for doing what he was told by the AMEX customer care. Instead of looking into their own malpractice, and penalizing their own employee for propagating wrongful information, AMEX is harrasing a loyal and righteous customer. How is this supposed to be fair? What's even worse is that AMEX has blocked XXXX XXXX points and XXXX XXXX points that were issued to me on my statements on other credit cards, but were not transferred to me despite follow up for over a month now. Is this malpractice on part of AMEX or not? How in this world can any company call itself customer friendly when its actions are a disgrace to professionalism? I need an answer to why AMEX customer care misguided me and what has been done about it.
Company Response: Closed with explanation
2018-10-31
Cortlandt Manor, NY
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
2018-10-31
Grovespring, MO
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Card company isn't resolving a dispute about a purchase or transfer
Complaint: I was charged for the cancelled transaction and it is have being over a month and issue still not resolved
Company Response: Closed with explanation
2018-10-31
Reno, NV
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
2018-10-31
Hinkley, CA
Threatened to contact someone or share information improperly
Debt collection: Credit card debt
Contacted your employer
Complaint: Senior account specialist at American Express is contacting me multiple times a day, has contacted multiple family members, and has now put my job at risk by contacting my employer on XX/XX/18. They are sharing my personal business with my family, and now are jeopardizing my job.
Company Response: Closed with non-monetary relief
2018-10-31
Granada Hills, CA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Company Response: Closed with explanation
2018-10-31
Kingman, AZ
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Closed with explanation
2018-10-30
Warne, NC
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
2018-10-30
Decatur, GA
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 a letter from American Express inviting me to take advantage of a lower interest rate, and when I called to arrange it, they wouldnt give it to me. I find this to be false advertising, and they should not be allowed to market offers to people when they know they will not honor them.
Company Response: Closed with non-monetary relief
2018-10-30
Sangerville, ME
Problem getting a card or closing an account
Credit card or prepaid card: General-purpose prepaid card
Trouble closing card
Complaint: This complaint is time sensitive to try to recover funds in 10-14 days that will reappear on the account.
On XX/XX/2018 My employee fell victim to a phone scam. She followed their directions and went to XXXX, purchased an AMEX Serve card {$220.00} with my funds and provided the information to the caller Upon determining what had been done, I immediately filed a police report with XXXX Maine Police Department and contacted AMEX who provided me the merchant info for how the card was used at XXXX for {$220.00}.
XXXX at XXXX was helpful and will return the transaction as fraud to the card in 10-14 days The transaction id of the fraud transaction was # XXXX AMEX SERVE is very disappointing. The did finally answer after hitting 0 # repeatedly as suggested by another AMEX department. They agreed to freeze the card for outgoing transactions but directed me to register the card. Unfortunately, in trying to register and providing all personal information including DOB, SS #, and mothers name..it continued to come back with Sorry an error occurred. I went on to repeat this process with 3 different representatives where they would unfreeze the card and it would say the same. The troubling thing is the call would go to a point then they would say hold on a moment and " we are sorry we are having technical issues with our phone system '' please try your call another time. It was very convenient how this message came up when they seem to chose.
All that will happen now is the card will finish being registered by whoever the thief is and they card will be unfrozen and the funds gone again. AMEX will not give a new card or send the funds back to me as I requested. I am repeatedly told to register the card and the above., Resolution : I have the card in my possession, the receipt where purchased. I want my {$220.00} refunded to me at my mailing address.
XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX
Company Response: Closed with explanation
2018-10-30
Salton City, CA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: XX/XX/2018 Due to technical error at bank no direct deposits were issued causing fees for past due accounts.
Called received an email acknowledging errors and told they had fixed the problem.
XX/XX/2018 Direct deposit again not posted now due to another system error. Now the apartment is seeking eviction due to two late payments. Other services such as gas, electric and Cable also paid late fees and fines.
Company Response: Closed with explanation
2018-10-30
Flushing, NY
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with non-monetary relief
2018-10-30
Garrett Park, MD
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: My family ( XXXX travelers ) traveled from Washington, DC to XXXX on XX/XX/2017 and all our bags were lost in that flight. We received the bags days later and some items were missing from the bags. We filed a claim with XXXX XXXX and XXXX XXXX carrier of last flight ). We also called American Express on XX/XX/2017 and the representative indicated that expenses incurred because of delayed bags were covered by our travel insurance with the credit card that we used to purchase airline tickets. We opened a claim with American Express ( number XXXX ) and to our surprise it was closed unilaterally by American Express months later. We have been calling and writing to the XXXX repeatedly and American Express as well. The XXXX are not responsive and American Express is asking for an airlines letter rejecting coverage before proceeding with the claim. I find my situation helplessness as I am submitting this complaint against American Express for failure to provide travel insurance coverage.
Company Response: Closed with monetary relief