AMERICAN EXPRESS COMPANY

2018-10-16

MI

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: XX/XX/XXXX my paychecks was supposed to be direct deposited into the card and it hasn't showed up. When I called Monday they basically told me that the issue was just that it took two days to get to the card. Then next time I called I was told it would be on the card by end of day Monday then told by Tuesday morning then Tuesday end of day and know they aren't answering the phones. My deposit would have been XXXX $ but I haven't received anything yet and this is now Tuesday evening.i have used this card for over a year and when I expressed concerns about fees being charged because of automatic payments not going through I was informed that it wasn't their problem.
Company Response: Closed with explanation

Timely Response

2018-10-16

Jax, MS

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: American Express is delaying my direct deposit and they are not responding. It also seems that the customer service line has been disconnected. I have no idea when I will be paid and I have expenses piling up. There was also no notice of problems. I had to find out through XXXX that there was a problem.
Company Response: Closed with explanation

Timely Response

2018-10-16

GA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: My employer loaded my direct deposit to my American Express Bluebird card on Sunday, XX/XX/2018. As of today, Tuesday, XX/XX/2018, my direct deposit has not been released to my account.
Company Response: Closed with explanation

Timely Response

2018-10-16

Patterson, MD

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I have a checking account with American Express Serve. I have a direct deposit from my job and a deposit from my school for my refund. I have been calling for 2 days. The first day they said by XXXX XXXX that day. When I called back they said by midnight. The next day nothing I called in the am and they said by XXXX XXXX. At XXXX XXXX I called and they said with 3 hrs. 5 hours later they tell me in another 4-5 hours. My car insurance has declined, my phone will be off. I cant buy my daughters lunch for school or my dog food. I have a lease I signed to move on Friday I have to pay that. I talked to 3 supervisors and 2 said the same thing wait, and the third suggested I borrow the money from someone. I work so I dont have to borrow money from anyone. All they keep saying its a system issue and they are working on it. The bad part is there is nothing I can do but hope this is all over soon. But I advise no one to bank with them.
Company Response: Closed with explanation

Timely Response

2018-10-16

Stkn, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-10-16

Burlingame, 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: Amex Bluebird Direct Deposit Problems - Where is my Money?! I haven't received my paycheck for 4 days now. After asking all my colleagues and double checking with HR that my payment went through, I called Amex with my tracing number. ( English speakers : Have fun trying to understand anything coming from their XXXX call center ) After being on hold for 30+ mins, I was told there were technical difficulties and the funds would be available in the morning. This same song and dance happened two times the following mornings. 3 Days and 3 calls later .... I was finally able to speak with a supervisor where I voiced my frustrations around NO EMAIL being sent to customers regarding the issue and if Amex planned on paying the late fees I accrued. He said if they did they would notify me through email ( lol are you sure? Cuz I didn't get an email about major delay in getting my money ). He also said the issue was with a different vendor and said it would be resolved by morning ( sound familiar? ) It's now been 4 days and I still have no clue where my money is or when it will be available in my account. I'm having to extend my credit and take loans just to cover my expenses. Very upsetting. TL XXXX DR -Amex Bluebird -4 days w/o getting my direct deposit from work -Called each day and was told it would be fixed by morning -Still don't have my money -am upset and out of options
Company Response: Closed with monetary relief

Timely Response

2018-10-16

MS

Other features, terms, or problems

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

Other problem
Complaint: I have not received my payroll via direct deposit. I always receive it on or one day prior to my pay date, and now, the American Express Serve company has not answered my concerns, or their phone lines regarding why my funds are not credited to my account. They are withholding my pay, and have not offered to reimburse me late fees for my bills, nor overdraft fees for my accounts. I am without any financial recompense, and do not have any money for food, bills or to commute to work. I have no estimated time when this issue will be resolved. i have filed a complaint with the XXXX as well. American Express is not responding to me.
Company Response: Closed with explanation

Timely Response

2018-10-16

NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I havent received my payroll deposit that should have been deposited at XXXX XXXX today Tuesday XX/XX/2018 due to another vendor of American Express which has been being dealt with since Friday morning. This is unacceptable.
Company Response: Closed with explanation

Timely Response

2018-10-16

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-10-16

Palos Park, IL

Fraud or scam

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: XX/XX/18. I bank with American Express I have been an honorable customer for years now, and Im not able to receive my direct deposit from AMERICAN EXPRESS SERVE. I get my direct deposit every two weeks on Tuesday around XXXX XXXX and now the company dont know why ANYBODY is not getting their direct deposit there are ppl out there who havent had a direct deposit in a week. Its a national crisis Im not the only one and you will be hearing more of US soon about US not receiving our direct deposit.
Company Response: Closed with explanation

Timely Response

2018-10-16

Dale City, VA

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

Timely Response

2018-10-16

Marlboro, MD

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
Company Response: Closed with explanation

Timely Response

2018-10-16

Nyc, 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
Complaint: Several months ago I received a solicitation call from Amex with an offer of XXXX membership rewards points if I upgraded one of my Amex business cards to Amex Plat. That salesperson explicitly and directly told me that I could " downgrade back down to a lesser Amex card once the annual fee hit. I questioned that and they confirmed -- there's not the slightest doubt in my mind I was told that. Another Amex rep just under a month ago, said I " should wait till the account renews in XX/XX/XXXX '' before downgrading. They now have pulled the XXXX and said I needed to stay w/ the Plat for 1 year ( and, hey, not really all that unreasonable, ) but the sales team ( or whatever they are called ) definitely, definitely, definitely lied to me when " selling '' the upgraded card back in XX/XX/XXXX or whenever that was.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-16

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

2018-10-15

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-15

Pahokee, FL

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-10-15

Clermont, FL

Problem when making payments

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

Problem during payment process
Complaint: I have been a customer of American Express since XXXX. In the time since, I have expanded my business with the Company, adding a " Preferred '' designation to my " XXXX '' card at {$95.00} annual fee, as well as adding an " Everyday Cash '' card and the {$550.00} per year " Platinum '' card. I have always made my payments on time, and have typically paid off large amounts - in recent months I have paid off a combined balance of around {$20000.00} - as is the case with all of my non-Amex cards. My complaint today centers on a recent business exchange concerning my " XXXX '' card, and secondarily, my " Platinum '' card. Since I have had my " XXXX '' card, I have maintained a {$4500.00} credit limit. I have demonstrated an exemplary history on this card, which I am aware of given my professional experience with credit. The more recent " Platinum '' card has no pre-set spending limit, yet there is a tool on the Amex website to check my spending power, indicating at any given time if a prospective purchase will be approved. Up until now - I have had this card since XXXX of this year - purchase amounts including {$15000.00} and {$25000.00} on separate occasions have been indicated as pre-approved. That brings me to my current position. My " XXXX '' card has had its credit limit lowered to {$3800.00} and not even {$5000.00} is being pre-approved on my Platinum card. I have continued to pay all of my credit cards as always and there has been no substantive or meaningful change whatsover in my credit picture. Rather, what prompted this adverse action on my Amex credit cards - and, as a result, my credit report - was due to a material misrepresentation made by the Company, which caused my minimum payment last month to be made " late ''. The background follows : For the last few years, I have redeemed my rewards points on my " XXXX '' card for cash back in the form of a statement credit. This credit posts and can be seen on the account within a few business days, and it also reduces the statement balance that must be paid by the current due date by the amount redeemed in order to avoid incurring purchase APR for the month. This fact would, understandably, lead one to believe that the cash back redeemed would reduce the minimum payment as well. Although, the minimum payment amount displayed would remain unchanged following redemption, so to would the statement balance amount displayed. And I was never charged interest following this understanding and approach month after month for years. I just would reduce the amount of my statement balance payment by whatever the cash back amount was. Pretty straightforward. Fast forward to last month. Unlike in most other months, my statement balance was very low : only {$85.00}, with a minimum payment of {$35.00}. However, because the previous month I had a lot of purchases, I had enough rewards points to cover most of the balance. Now, as it happens, I made many more purchases on the current cycle that followed the {$85.00} balance, but normally, I am going to bring my balance down for the statement in question by {$85.00}. No reason to pay more than what is due, right? First, I redeem {$67.00} in points for cash back which are applied to my balance within a few days, literally bringing the current balance down to close to {$0.00}. Then, I had {$1.00} in interest on my AMEX savings account come through so I just got rid of it by applying it towars the remaining statement balance. Might as well. That left {$15.00}. Yet, this month was unusual, as the remaining balance was now so low that it actually was below the " minimum payment '', which as I mentioned before does not change in terms of what is displayed. But normally what I have left greatly exceeds this, and I am never charged interest so it has never been a concern. Yet, I was aware of this discrepancy. Ever the conscientious customer, I did my due diligence calling American Express ( during first week in XXXX approx. a couple of weeks prior to my due date of XX/XX/XXXX ) to confirm my payment due. I spoke with a representative who, after doing some checking, confirmed my understanding in regard to the fact that I only owed {$15.00} for the remainder of the statement balance. I reiterated the amount and that the {$15.00} would satisfy both the statement balance with respect to interest, as well as the minimum payment. He confirmed that it would so I scheduled the payment for the due date and that was that. That is, until on XX/XX/XXXX, three days after my due date, when the Company declined a small purchase at a grocery store due to my having " not paid my bill. '' No call, just a decline. No matter that I had a Platinum card with no spending limit. Just decline my purchase for under {$10.00} ... totally logical. In any event, I called American Express immediately ( same day XX/XX/XXXX ) and spent about 45 minutes being transferred from what person to another clearly located in other countries ; hardly up to the promise of " American Express ''. Oh, forget about the {$550.00} + {$95.00} annual fees I pay. Finally, I got a hold of a manager. I explained the situation, and after much discussion, the manager stated that I still needed to pay the full {$35.00} from my bank account directly, even though that is literally the same as overpaying my balance ( suppose I hadn't made any further purchases on that current statement cycle - not that it should matter. ) I promptly paid the " remaining '' {$17.00} on the app while on the phone. The manager then provided me with a {$100.00} statement credit in acknowledgement and admission of the misrepresentation and incorrect information provided by the Company causing the inconvenience and dishonor up until that point. I inquired about any possible ramifications to my accounts with American Express or my credit report-at-large. I was assured that this would not be the case, but that she would watch my account for the next month to ensure that I suffered no adverse action of any kind. Of course, the adverse action described earlier would follow quickly thereafter, with the first notification of my credit limit reduction arriving on XX/XX/XXXX via e-mail, and further communications by phone and mail over the following week or so, as well as the self-evincing knowledge of my general downgrading with the Company via my checking of my pre-set spending limit on the website for my Platinum card. I never did hear from that manager who assured me that she would make sure that I suffered no adverse action, nor did anyone I spoke with following the XX/XX/XXXX adverse action attempt to inquire further into my situation. ( These follow-up calls happened over the next week or so following XX/XX/XXXX, roughly on XX/XX/XXXX. This conclusion to the sequence of events that transpired in the last 30 days between myself and American Express brings us full circle. I have so very clearly suffered numerous adverse effects from the Company 's deceptive and injurious actions. My credit report has suffered due to the reduction in my credit limit. My purchasing power has taken a tremendous hit. I was given no notice on the reduction to {$3800.00}, which was conveniently ( for American Express ) just above my then present balance at the time ( remember I pay off in full every month ) causing me to have to quickly pay {$500.00} to ensure continuity of purchase approvals. This behavior by American Express is deceptive, abusive, and downright unacceptable. I am relying upon the aid of the wonderful Consumer Financial Protection Bureau for a resolution to render my current injured state whole and to hold the injuring party fully accountable for its actions. Thank you
Company Response: Closed with monetary relief

Timely Response

2018-10-15

Lena, OH

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with non-monetary relief

Timely Response

2018-10-15

San Gabriel, 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 {$830.00} ( {$740.00} + Tax {$92.00} ) This was a charge from a Dive/Snorkeling Company in XXXX that the trip was canceled by the Captain of the boat. Tried disputing with American Express two times and they will not refund our money. They say ts a close case due to we signed a contract. See below for more details.
Company Response: Closed with explanation

Timely Response

2018-10-15

FL

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/2017 an agreement was made to settle an account with American Express through their counsel XXXX XXXX XXXX, XXXX. 12 payments have been made in accordance to the agreement, however, credit reporting continues to show no payments being received and an account in Charge Off Status month after month. I've called XXXX XXXX XXXX who refers me to an XXXX # at AMEX for credit reporting, the ability to speak with the attorney is not allowed nor is leaving a message. The representatives at AMEX state that stipulation agreement and reporting are handled by their attorneys which sends me back to XXXX XXXX XXXX who confirms the need to work with AMEX and this continues in this manner. In desperation, I've begun to with hold payments ( XXXX and XX/XX/XXXX ) until which time I can confirm that they are being received and applied to the correct account. XXXX XXXX continues to push the XXXX # in response to communication from my attorney. I call again today just to be sure-AMEX refers me to XXXX XXXX. A dispute was filed through XXXX XXXX which resulted in the entire file being removed from my profile, there is no further ability to correct this because there is no file to correct. This is per XXXX XXXX representatives during a phone call where I was trying to determine next steps. A dispute was filed through XXXX, 3 in total. The first two disputes resulted in a confirmation of the incorrect information that was already in the file by AMEX. The third dispute resulted in a decrease of the account balance to an amount that is not consistent with the current agreement and still reflects no payments received and a Charge Off status. All I am asking is for the correct information to be reflected in my profile. If either the attorney for AMEX or AMEX 's credit reporting hotline would respond to my calls, we may have been able to resolve this problem. The refusal to communicate and work towards a solution has brought me to the CFPB for help.
Company Response: Closed with explanation

Timely Response

2018-10-15

Barrington, 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

2018-10-14

Cleveland, OH

Fees or interest

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

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2018-10-14

Cleveland, OH

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

2018-10-14

Three Bridges, NJ

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

2018-10-14

Arco, CA

Credit monitoring or identity theft protection services

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

Problem canceling credit monitoring or identify theft protection service
Company Response: Closed with monetary relief

Timely Response