AMERICAN EXPRESS COMPANY

2018-10-30

Villas Del Sol, PR

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-10-29

Bardonia, 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

Timely Response

2018-10-29

Wann, OK

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 was receiving offers from Amex ( physical snail mail and tons of email offers ) to sign up for a pay over time feature on my card, and receive XXXX membership rewards points. I signed up around the end of XXXX, and received my confirmation email that I was enrolled on XX/XX/XXXX. In the offer, it said the points would be deposited within 8 to 12 weeks. I web chatted with Amex 3 times, when it seemed the points were taking a while to arrive. Once was either 5 or 6 weeks ago, the other time was 3 or 4 weeks ago, and the other time was today. The first chat, they said they would escalate the issue to be investigated. The second time, the associate said they could see the previous chat history and that the issue had been escalated to investigation, but there was no outcome yet. Today I got on to do the web chat and was told that the investigation was concluded and that it was denied because there was no such offer on my account. I was never notified of the outcome of this investigation till I asked by myself, today. I received physical advertisements in the mail for this offer, and still have the emails in my inbox. Why I am being told there is no such offer on my account is unclear to me.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Gastonia, NC

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: In XX/XX/XXXXI upgraded my American Express card from an XXXX card to the XXXX card. The XXXX card did not have an annual fee, and upgrading to the XXXX card had an annual fee of {$450.00}. I understood the upgrade to the annual fee, but what was offered on my American Express account webpage was that the upgrade would be free for one year. I upgraded in XX/XX/XXXX. In XX/XX/XXXX I was charged the annual fee of {$450.00} and upon further research I was no aware that they immediately charged me a prorated fee of {$180.00} in my XXXX statement. Again, I was aware of the fee to be charged annually, but was mis-informed with their advertising of free for one year. This was not disclosed properly to me the consumer and I believe is improper sales tactics with their marketing. I complained via a phone call on XX/XX/XXXX at approximately XXXX XXXX EST and the phone representative stated that the fee free for one year was for new accounts only. This was not disclosed to me properly at the time of accepting this offer as i have had an account with American Express XXXX. The offer popped up on my American Express account homepage, therefore it was known that I had been a customer of theirs and not a new customer. I would not have taken the offer if i was to immediately pay the fee, as I thought it was a good deal to have the first year free. The customer rep said if i had called in to upgrade this would have been disclosed to me properly. If this is the case then they should not allow these upgrades/new applications via the website, as they are falsely advertising the credit card and fee requirements.
Company Response: Closed with explanation

Timely Response

2018-10-29

Tioga, TX

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I received a voicemail that I needed to call about a problem with my American Express card. I called back, gave them my name, account number, social security number, etc and they told me that they were reducing my credit from $ XXXX to $ XXXX because XXXX had sent them a letter saying that my credit score was XXXX and I had serious delinquent accounts. I immediately thought this was a scam because my bank had just sent me my credit score three days before and it was XXXX. I rushed home to get my card so I could call the number on the back and tell American Express that I had just given my card number and all identifying info to someone and that I needed to close the account to prevent those people from using my credit. American Express said that it was them who I had been speaking to earlier and the information about my credit that I received was correct. So, I called XXXX. They pulled up my credit and said my score was XXXX and I didn't have any delinquent accounts or carry any balances on anything but my mortgage. They said that they couldn't call American Express but I could have American Express call them. Well, American Express can't call them nor can they pull my credit report even after I give them permission on a recorded line. So, I faxed in my credit report to American Express at a cost of {$32.00}, but American Express says they never received it although I have a successful transmission report. I can't submit a dispute with American Express because I don't have a charge that I am disputing. I have spent HOURS trying to talk to someone who would listen to what happen to do what was necessary to fix their error, but there doesn't seem to be anyone at American Express that cares. To be fair, maybe the error was with XXXX but they say they didn't send a letter, so I don't know what to do. I feel pretty certain at this point that no one is trying to steal my identity because I pulled my credit report from all three credit reporting agencies and my scores at XXXX, XXXX and XXXX. I just want the error fixed and off my American Express record. Is there any way that you could help?
Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Adams Gardens, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-10-29

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-10-29

Allentown, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-10-29

Birmingham, 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: I signed up for the American Express XXXX Surpass card in XX/XX/XXXX while a promotion was going on that offered a free XXXX weekend night after the one year anniversary of holding the card. This offer stated " The free weekend night award will be sent as an email from XXXX to the email address listed on your XXXX XXXX account within 6 - 8 weeks after the first anniversary date of the Card account ''. On XX/XX/XXXX, I contacted American Express to inquire about that status of the reward and was told " The maximum time is 6-8 weeks. However, you may expect within 1-2 week as well ''. On XX/XX/XXXX, I contacted American Express again - this time, I was told that XXXX was responsible for providing the reward. I contacted XXXX and was told " American Express, not XXXX XXXX, determines if the card member is eligible to receive a Weekend Night Reward ''. I contacted American Express again on XX/XX/XXXX and was told an inquiry about the issue would be raised. Finally, on XX/XX/XXXX, I contacted American Express a final time and was told that no investigation was ever started ; however, the representative offered to open another one and stated I would be contacted " within 3-5 business days the outcome will be updated. [ And ] if you wish we can also arrange a call back once we hear from them ''. As of today, I still have received no response about this issue.
Company Response: Closed with explanation

Timely Response

2018-10-29

Flushing, NY

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

2018-10-29

Crocker, WA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Company Response: Closed with monetary relief

Timely Response

2018-10-29

Radcliff, KY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-29

Clarkstown, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-29

Oak Ridge N, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-29

Albuquerque, NM

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

2018-10-29

MD

Getting a credit card

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

Application denied
Complaint: On XX/XX/2018, my wife " XXXX '' and I applied for a Platnium charge card from American Express. We were approved that same day, while on the phone with a representative we asked for an additional card for me " XXXX ''. We received the approved card in the mail on the XX/XX/XXXX. We call AMEX to inquire about the second Platnium. We discovered that the AMEX representative ordered a Gold card vice a Platnium. The AMEX representative stated, upon receipt of the Gold card we should call to cancel it. He " XXXX '' then proceeded to process a Platnium card for me " XXXX '' taking all of my information and getting approval from my wife to add me as a user. He also stated that we would have the card by the XX/XX/XXXX. We received a letter in the mail stating that AMEX is unable to approve the additional card. We call AMEX and spoke with an AMEX rep. " XXXX '', on the XX/XX/XXXX, he said the application was submitted incorrectly for my additional card. XXXX for the 3rd time took my information and assured us that the card would be expedited to us and received by the rd of XX/XX/XXXX. On the XXXX thers was another letter from AMEX of disapproval for the secondary card. My wife called asking to speak with a supervisor and the representative stated that one will call back in 24hrs. My wife had to call back after the expiring 24hrs on the XX/XX/XXXX to speak with a supervisor. The representative was reluctant to put a supervisor on the line. Frustrated my wife asked to be transferred to customer relations. Without a clear reason as to why a second Platnium card could be issued to no fault of ours. We then canceled and closed the account with AMEX. v/r Mr. & Mrs. XXXX
Company Response: Closed with explanation

Timely Response

2018-10-29

Three Bridges, NJ

Other features, terms, or problems

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

Other problem
Complaint: Attached is official court paperwork granting me Commission to Guardian filed XX/XX/18, for my mother who is now deceased ( guardianship still in effect until final paperwork is filed within 5 month period ). This guardianship pertains to deceased cardholder XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NY XXXX. Previously, all statements and correspondence were being directed to the guardian as follows : XXXX XXXX XXXX, XXXX, NJ, XXXX. Subsequently, upon my mothers passing, another family member called to report the passing of XXXX XXXX and changed the address back to XXXX XXXX XXXX XXXX, XXXX, NY XXXX, this was not correct, this is the address of daughter XXXX XXXX who made a total of {$4400.00} in unauthorized charges on the card. Be advised, that the remainig balance due on the card is the responsibility of authorized user XXXX XXXX and not the estate of XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-10-29

Sebring, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: This letter is your formal notice to cease your unauthorized hard inquiries into my credit report and, a formal demand that you immediately contact the credit reporting agencies and credit bureaus, where your organization has made inquiries into my credit history, to have your illegal inquiries removed. Be advised that I will be checking my reports to ensure you have had the following unauthorized inquiries removed : To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer. If you are in possession of any document that you believe authorizes you or your organization to make inquiries into my credit report, I respectfully request a copy of this document be sent to my address listed above so that I may verify its validity. Given the amount of identity theft, I'm sure you'll agree that verifying your information is in your best interest. Finally, assuming you do not possess inquiry authorization, I request that, you remove your unauthorized inquiries from my credit profiles send me confirmation that you have complied with my requests.
Company Response: Closed with explanation

Timely Response

2018-10-29

San Anselmo, 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

Timely Response

2018-10-29

Lewisville, TX

Other features, terms, or problems

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

Other problem
Complaint: My name is XXXX XXXX and I am the owner of XXXX XXXX XXXX XXXX. I process AMEX cards for my business. I have a customer that made two separate payments to XXXX XXXX XXXX XXXX for {$14000.00} on XX/XX/18 and XX/XX/18 for {$4700.00}. The customers requested a refund from AMEX for the {$4700.00} which XXXX XXXX XXXX disputed with a signed copy of the sales proposal and other information and AMEX denied XXXX XXXX XXXX rebuttal. AMEX then processed a chargeback for the {$14000.00} prior to our ability to dispute. The 2nd dispute was processed even though the notification states the customer can not request a dispute for items older then 120 days old. I have called AMEX nearly every day and never been able to speak to anyone other then their processing with XXXX. Several XXXX staff members and even a supervisor have stated that with our signed contract and information provided that the chargebacks should be reversed. I can provide all documentation needed. My best contact at XXXX is XXXX in Dispute Resolutions. Knowing that AMEX processors agree with our documentation, we put a stop payment on AMEX withdrawing the {$14000.00} from our XXXX XXXX account. AMEX has now decided to hold all future payments processed through them until they recover this {$14000.00}. This is fraud by their customers XXXX and XXXX XXXX as they have all of the equipment and received service that is not refundable and signed our contract with all equipment. The contract proposal that was received by their customers had direct detailed descriptions and links to the customer products received and installed in the XXXX home.
Company Response: Closed with explanation

Timely Response

2018-10-29

Flushing, NY

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

2018-10-28

Three Bridges, NJ

Other features, terms, or problems

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

Other problem
Complaint: Creditor American Express is already aware and have coded account ending in XXXX for my deceased mother located at : XXXX XXXX XXXX XXXX, XXXX, NY XXXX. Specifically, authorized user : XXXX XXXX ( daughter ) card XXXX XXXX XXXX, should no longer be reported to credit agencies : XXXX , XXXX or XXXX or any other credit reporting repositories.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-28

Superstition Mtn, AZ

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: American Express Serve Card- 45 transactions were made over night between XX/XX/2018. Woke up to a negative balance alert on my phone, shocked because I had just got my direct deposit the XX/XX/XXXX, i quickly contacted the bank and because some of the transactions were still on hold. Outrageous amount were charged, XXXX , {$60.00}, XXXX , etc .... amounting to a total of XXXX . My transaction alerts didnt even work or alert me. I sent in the declaration of fraud right then and then and am still at it, since XXXX. I have again began the dispute and still am getting broken links to upload the documents, even have faxed the paperwork various times to the numbers provided. Also filed a identity theft report and sent it to them too along with copies of emails with the merchant, who also acknowledge that the account that was used to purchase the gold coin packages for that establishment was indeed made with a false name and email. To this date I continue to get the runaraound.
Company Response: Closed with monetary relief

Timely Response

2018-10-28

FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/18, I received an email stating I had reached the spending requirement to receive XXXX membership rewards points for my account ending in XXXX ( now XXXX ... due to American Express ' lack of customer service, in order to get a simple card replacement for a damaged card, I had to change the account number and didn't even receive the card when promised ). I contacted customer service via chat on XX/XX/18, who advised me that the offer was not on my account and no record of it or the email exists. To ensure there is no question as to the legitimacy of my concern, I have attached the email in both pdf and email format, and ask that American Express kindly fulfill the promise of the email without delay or hesitation.
Company Response: Closed with explanation

Timely Response

2018-10-27

CA

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 was offered a gift card of {$120.00} with approval for XXXX XXXX XXXX American Express credit card. I got an email with approval but have not received my {$120.00} gift card. Have tried speaking to both XXXX customer service and American Express customer service. They are giving me a run around. Have been on the phone for an hour today and a few minutes yesterday.
Company Response: Closed with explanation

Timely Response