AMERICAN EXPRESS COMPANY

2018-10-02

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

2018-10-02

Meriden, CT

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-10-02

Hamburg, MN

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

2018-10-02

Boca Raton, FL

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2018-10-02

Sebring, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX client, XXXX XXXX is a victim of identity theft. She reviewed an XXXX Credit report and found an inquiry made under a fraudulent application submitted XX/XX/2018 to American Express ( XXXX ). This item is being report to XXXX credit reports. An official dispute of this inquiry was mailed certified with return receipt to XXXX XX/XX/2018 however that inquiry is still being reported to her XXXX credit reports as of today and XXXX has failed to reply to the status of the investigation as is their obligation under FCRA.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-02

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

2018-10-02

Allenwood, NJ

Problem when making payments

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

Problem during payment process
Complaint: America express. I never late on my bills. I want to make a couple of payment I been in the hospital, I am very ill. And they keep calling me and harassment me. i told them they bill is not due yet and im still in the hospital and they keep calling
Company Response: Closed with explanation

Timely Response

2018-10-02

Atlanta, GA

Other features, terms, or problems

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

Other problem
Complaint: According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify - through the physical verification of the original signed consumer contract - any and all accounts you post on a credit report. Otherwise, anyone paying for your reporting services could fax, mail or email in a fraudulent account. I demand to see Verifiable Proof ( an original Consumer Contract with my Signature on it ) you have on file of the accounts listed below. Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the FCRA, unverified accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the accounts listed below. I demand the following accounts be verified or removed immediately.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-02

Bolling Afb, DC

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

2018-10-02

FL

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: On XX/XX/XXXX and XXXX, I bought 4 departure tickets from Florida to Alaska for a total of {$1500.00}, and 4 return tickets from Alaska to Florida for a total of {$1100.00}. Four of these tickets ( two departures and two returns ) were cancelled and XXXX was supposed to send me store credits that I could use on their website for any domestic flight in the US. They sent me an email regarding those credits but when I try to use it on their website, I can not use them for any domestic flights. In other words, they misinformed me when the tickets were cancelled. If they would have told me that the credits would only work for flights from Florida to Alaska, I would have just asked them to refund me instead. During the cancellation of these tickets, they also charged me two {$150.00} fees for the cancellation of those flights. Since these credits do not work, I want to dispute the cost of the tickets and the cost of the {$150.00} fees because they did not tell me the correct information. The other four tickets remaining ( two departures and two returns ) were cancelled by the airline itself due to weather conditions. When I contacted XXXX and Alaska XXXX, they both told me that the tickets were in airline control status which basically means that they were cancelled due to bad weather. I spoke to XXXX about this and they promised me that they were going to refund me the money since they were cancelled by the airline itself. I also spoke to the representative about the issue with the first four tickets that were cancelled ( the ones regarding the store credits ), and they told me that I would be refunded for those as well since I was misinformed. After that day, I decided to wait until my next credit card statement to see if the refunds would show on my account. They refunded me for all of the tickets but then they charged me again for the tickets. In other words, they charged me twice by mistake. If you look at my statement, I received a refund of four {$370.00} transactions for the four departure tickets but then they charged me for those four tickets again. All of the return tickets were refunded correctly since I received four refunds of {$270.00}. However, I am still missing the two {$59.00} fees that were charged on XX/XX/XXXX and XXXX. Those two charges are part of the tickets as well. For some reason they are displayed individually on my statement, but it is not displayed that way on the receipts I received from XXXX. On the ticket receipts, they charged me a complete total of {$1500.00} for the departure, and a total of {$1100.00} for the return tickets. The {$1500.00} consists of XXXX + XXXX + XXXX + XXXX + XXXX. The {$1100.00} consists of XXXX + XXXX + XXXX + XXXX + XXXX. I will attach copies of my receipts so you guys can view them. Below I will describe the total amounts that I am disputing : {$59.00} XX/XX/2018 This is part of the costs of the departure tickets that was never refunded {$1400.00} XX/XX/2018 This is the cost of the four departure tickets that were cancelled and refunded to me, but then they charged me again by mistake. {$59.00} XX/XX/2018 - This is part of the costs of the return tickets that was never refunded. {$300.00} XX/XX/2018, I was charged two {$150.00} cancellation fees in order to receive credits that I could use on their website. However, they did not give me any credits that I can use for any domestic flights on their website so I need to get this money back. {$150.00} XX/XX/2018 - I dont even know why they charged me this fee. It must have been a mistake on their part because this showed up on my account for no reason. Overall, I am disputing a total of {$2000.00} due to the fact that all of these tickers were cancelled. They were never used, and I never received any working credits. The company told me that they were going to refund me for all of the tickets but they made a mistake and charged me again after they had refunded me for the departure tickets. If you look at my statement, they refunded me all of the return tickets correctly which shows that they were trying to refund me for everything. If they didnt want to refund me, then why would they refund me for all of the return tickets? All in all, they made a mistake by charging me twice for the departure tickets and they need to correct this plus all of the other fees that were never refunded. I have been trying to resolve this issue since XX/XX/2018 and American Express will not help me with this issue. I already tried contacting XXXX and they keep telling me to contact Alaska XXXX. I contacted Alaska XXXX and they tell me to contact XXXX. So they just keep me going in circles and no one wants to help me. This is a complete fraud from XXXX and I want my money back. I am disputing a total of {$2000.00}. XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-10-01

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

2018-10-01

VT

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: Second complaint to the CFPB about this issue : 1. I was thrown out of a hotel in XXXX in late XX/XX/2018 after I had a XXXX XXXX due to XXXX. 2. I booked the hotel in the spring of XX/XX/2018, and had a {$100.00} coupon applied retroactively to the cost of the hotel - which is the XX/XX/2018 {$100.00} credit on my AmEx account. This {$100.00} credit is NOT a refund for dissatisfaction from the XX/XX/2018 incident that occurred at the hotel, per AmEx 's most recent response. 3. I've filed this dispute several times, each time providing lengthy and detailed information and documentation of the charges, refunds, what occurred at the hotel. and each time I've been told by AmEx customer service representatives that what occurred at the hotel was not right, I should not have been thrown out, that the information I provided would be reviewed in detail and a response would be needed from the merchant beyond receipt and booking information. However, each time the dispute has been closed by AmEx, they provide me the same receipt and booking information from XXXX, and even provided me information from the hotel that stated I assaulted someone with a hotel key card - which I did not and I don't know how you'd assault anyone with a hotel room key card. 4. I'm done going around and around with AmEx and explaining in great detail what occurred, to only have my disputes closed with incorrect information and receipts from the merchant. Yes, I booked the hotel room. Yes, I received a {$100.00} credit for a coupon. Yes, the charge amount I'm seeking off my account is {$170.00} not {$270.00}. However, I was thrown out of the hotel before XXXX due to an XXXX XXXX and I am not paying for the hotel room charge as I was not able to use the service I paid for - which is a night stay in a hotel. 5. AmEx simply 'went through the motions ' on their last response. They provided no detail and only outlined what occured with the past disputes in their last response to the CFPB. I'm done with the non-sense.
Company Response: Closed with explanation

Timely Response

2018-10-01

Houston, 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/2018, I applied online and was approved for an American Express XXXX XXXX. Within 15 minutes of being approved for the card, I realized I had made a mistake. I had a promotional mailer from American Express that had been sent to me offering me XXXX bonus points, as opposed to the standard XXXX bonus points that are normally offered with the card. I immediately called American Express and spoke to a representative who assured me that as soon as my account was provisioned, I would be able to submit a request to retroactively fix the problem. I asked the representative if I needed to close this account and reopen a new account in order to claim the bonus, and I was told that was not necessary. I proceeded for the next 2 months to call American Express multiple times to try to get the issue resolved, or escalated, to no avail. They claimed that they had no record of extending this offer to me, even though I have in my possession a physical copy of the mailer with the RSVP code ( XXXX ), for which I've attached a scan. I was promised during my final call with American Express that this issue would be escalated to corporate, but I was never contacted again. The value of the XXXX points I was denied is over {$700.00}, and for a card with a yearly fee that nears {$500.00}, this is unacceptable. I could understand the denial had I not called American Express immediately after I was approved, but I called and spoke to a representative within minutes when I realized I hadn't been credited for the full bonus offer I had extended. I was willing to rescind my application and apply again with the proper RSVP code, but was told I didn't need to do that and that it would be possible to have this matter fixed retroactively. Instead, I received the runaround for months while trying to pursue this issue.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-01

El Paso, TX

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: For the past two months American Express has made repeated calls ( 8-10 per day ) often at XXXX XXXX to a number that I have expressly told them not to call. They also employ a collection agency to call and attempt to collect on the same debt causing even more calls to come in. I have attempted to schedule payments and between the two companies there is no communication so the payments were never drafted.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-30

Canyon Cntry, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: XXXX American Express served my old residence and sued me won a judgment for XXXX + interest. This was included in my XXXX in XXXX. When I changed the title from a trust into my name in XXXX a lien went on my house. This is illegal for them to try to collect. It is illegal for them to record a lien 5 years after a discharge of a XXXX Bankruptcy. This must be enforced and I will never stop with going after them if they force payment. I had an attorney say they will owe me for a lot for sanctions, penalties and court fees if I take them to court. I will also have them pay for my attorneys. I want them to remove the lien in XXXX XXXX court and remove it from my credit report immediately. I may start a class action suit if this doesn't go away with countless others.
Company Response: Closed with explanation

Timely Response

2018-09-30

MN

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 clicked on links to take advantage of a XXXX AMEX platinum card marketing offer that ended XX/XX/2018 ( I did this on XX/XX/2018 ). The offer was for XXXX miles and XXXX MQMs, dependent on purchases within the first 3 months. The link redirected me to AMEX ' site, where I applied for platinum status card and was approved. I met the requirements of the offer, yet to date I have only received a portion of the offer and am still due 25,000 airline miles. I have called American Express multiple times, and each time they offer only portions of the complete marketing campaign. Calls on XX/XX/18, XX/XX/18 ( they credited me XXXXk miles on this call ), XX/XX/18 ( they credited me 20k miles on this call ) and XX/XX/18 have been met with partial credit for what I am due. American Express claims that I upgraded my card vs applying for a new card, and therefore was not eligible for the credit, yet the website application was extremely misleading and nowhere was this presented to me during the process. On my last call to American Express on XX/XX/18, I indicated that I would be submitting a formal complaint if this matter was not resolved within a reasonable timeframe of 30 days. At this point, the terms of the offer have not been met, and by my records I am still owed XXXX airline miles. If American Express honors this and credits the additional XXXX miles, I will consider this matter resolved, but unfortunately I have been unable to get them to proactively act on this and need assistance.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-30

CO

Getting a credit card

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

Problem getting a working replacement card
Complaint: On XX/XX/XXXX I opened an Delta AMEX card to book a flight. When the instant account number page was opened, the screen timed out and I was unable to receive this number to pay my flight ( THE WHOLE PURPOSE OF THE CARD ). I talked to 3 representatives. The first one told me to wait a few hours ( I did and chatted back ). The second, XXXX, told me to wait 24 hours to get my card number. HE ALSO gave me someone else 's account information, i will paste the chat here. What a freaking security hazzard. You - XX/XX/XXXX XXXX XXXX Please chat with us in next 24 hours. We will let you know if instant account number is available on gold delta card or not XXXX - XX/XX/XXXX XXXX XXXX We are all set no XXXX - XX/XX/XXXX XXXX XXXX now XXXX - XX/XX/XXXX XXXX XXXX Your user id XXXX password is XXXX XXXX - XX/XX/XXXX XXXX XXXX What is this for? You - XX/XX/XXXX XXXXXXXX XXXX Please disregard may last statement XXXX - XX/XX/XXXX XXXX XXXX Yikes.. what a security You - XX/XX/XXXX XXXX XXXX XXXX, please ignore it. It is not for you. XXXX - XX/XX/XXXX XXXX XXXX It's actually concerning that they would share someone's login credentials with me. I chat today with XXXX and he told me he can not give me the my account information. Not only am I am unable to book my flight with the card I opened, I am constantly given false information by back to back representatives.
Company Response: Closed with explanation

Timely Response

2018-09-29

San Gabriel, 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 very happy to apply American Express XXXX XXXX card because I have been a XXXX Diamond member for years and I think I can fully utilize the benefit. I applied this card on the end of XXXX and tried to get the welcome bonus at the very beginning. However, I did have two product return because I was not satisfied with the product I purchased and it was also applied with the merchant 's terms and conditions without using any Amex benefit. Nevertheless, I got an email on XX/XX/XXXX that was one month by the deadline of getting my welcome bonus. The email shown that I violated or abused this reward program and I may forfeit some or all points. I made a call to inquire Amex customer agent and she said that she just can't see my bonus code which means that someone from reward program department removed it. I think that is quite unfair. I can accept that Amex forfeited some or all my points if I failed to meet the standard of spending {$4000.00} by XXXX. However, a loyal cardholder with nine-year membership who returned his products twice should not be treated that way. If the Amex terms and conditions show that product return is or may not be allowed during the welcome bonus period, that would be okay but they are not.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-29

Irving, 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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-09-29

Gainesville, 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
Company Response: Closed with explanation

Timely Response

2018-09-29

Encino, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-09-29

Medford, OR

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: In early XXXX of XXXX, upon initial receipt of cards XXXX, XXXX & XXXX, I registered these cards on the American Express web site ; at that time, at the end of the registration process for each card, I was offered the opportunity to enroll each card in the Pay Over Time or Extended Payment option. I did so with each card, expecting in accordance with the language presented on the web site that every purchase made of over {$100.00} would be placed into these extended payment plans, effectively allowing me to make affordable monthly payments on these purchases. Upon receipt of my first statement on each account, it was apparent that my purchases over {$100.00} had not been placed on this extended payment program ; the statements demanded payment in full of the outstanding balance. This was in direct contradiction of what was presented to me on the American Express web site at the time I enrolled each card into these programs. I immediately telephoned the American Express Customer Service department in order to attempt to get the matter straightened out. I was told that there had been an oversight, and that the matter would be corrected I was not to make a payment and a corrected statement would be mailed out to me. I never received this corrected statement, and was forced by American Express to make a large payment in order to continue to use my personal Gold Card ( XXXX ). All in all, I have telephoned the American Express Customer Service department a total of 7 times ; each time, I received a different explanation of why my charges were not placed on the extended payment programs I had enrolled in. I have been told : That there had been a computer error that failed to post the eligible transactions to the proper area ; That I had to wait 60-days to take advantage of these programs ; That there was no record of either card being enrolled in these programs ; That my enrollment of my business card ( XXXX ) had been denied ; That my enrollment of my personal card ( XXXX ) had been denied ; That by making a {$1000.00} payment on my personal card ( XXXX ), my purchases could not be posted to the extended payment program because my account balance was below the amount of the purchase. Adding to my frustration was the fact that every American Express Customer Service representative I spoke to claimed to be in the personal card department and would have to transfer me to the business card department but I could never seem to be able to reach someone in the business card department. On XX/XX/XXXX I telephoned the American Express Customer Service department to confirm that a purchase that I was contemplating ( totaling {$1100.00} ) would indeed be placed on the extended payment program ; a woman by the name of XXXX confirmed that this purchase would be approved, and would be placed on the extended payment program once posted to my account. Again, on XX/XX/XXXX, I telephoned American Express Customer Service for the same reason regarding a truck repair which totaled {$1800.00} ; I was again told by your representative that this purchase would be approved and would be placed on my extended payment program. The bottom line here is that it is obvious to anyone that American Express is once again engaging in the fraudulent and deceptive practices that resulted in their corporation being successful prosecuted by the US Department of Justice several years ago. American Express ' customer service personnel have used false, misleading and fraudulent statements in order to unfairly encourage cardholders to charge amounts they would not otherwise charge amounts that they could not afford, absent the extended payment programs and then American Express has refused to honor it's contractual obligation to honor the card-holder 's enrollment in these programs. Despite the fact that I returned all 3 outstanding cards and directed American Expresst to cancel these accounts in my letter of XX/XX/XXXX, they have refused to actually close the accounts and have continued to fraudulently add fees and charges to the closed accounts in violation of federal law. Additionally, we have continued to make small payments on each of these accounts ; these payments are my good-faith attempt to pay off the debt they claim. Since I am making payments on these closed accounts, and am not using any of the cards, American Express has no legal or contractual right to involve an attorney or debt collection agency as they did just prior to XX/XX/XXXX. American Express retained XXXX XXXX XXXX to attempt to collect these accounts which were still being paid on ; after a scathing letter to XXXX XXXX stating these facts, he has ceased attempting to collect these accounts. However, American Express has placed these accounts on my credit records as being behind, as being charged off, or being in collections -- which has seriously damaged my credit rating and that of my company.
Company Response: Closed with explanation

Timely Response

2018-09-29

San Francisco, CA

Fees or interest

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

Problem with fees
Complaint: There is an erroneous charge the XX/XX/2017 statement for the amount of {$2700.00}. labeled " adjustment Goods/Services extended payment option '' Reference : XXXX XX/XX/2017. How did this number get generated.In addation I would like to request a " AXP Internal '' audit for the year 2017.
Company Response: Closed with explanation

Timely Response

2018-09-28

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with non-monetary relief

Timely Response

2018-09-28

Greensboro, NC

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: I am writing to you in great distress regarding the theft of my Financial Aid direct deposit. Unfortunately, on XX/XX/2018, I discovered that my account had been emptied out by someone in Florida. My Financial Aid had been stolen in the following amounts : XX/XX/2018 XXXX- {$500.00} XX/XX/2018 XXXX- {$880.00} XX/XX/2018 XXXX- {$1000.00} XX/XX/2018 XXXX- {$500.00} I immediately contacted the Customer Service department to XXXXxplain that I had unauthorized charges.I was asked to authenticate my identity and I was then told that my telephone number and email account had been changed. I told the representative that I had not called in to change anything. Furthermore, I had not been in Florida or used the card. After many transfers, several representatives, and repeated accounts of me saying, " It was not me '' -I was told by another representative that it would take more than 45 days to come to a resolution. I was very perplexed because I know that any reputable bank would not only replace my stolen {$2900.00} as a provisional credit, but would also mail me out a new card within two business days ; while conducting an investigation. I accepted the answer and hung up. I decided to call back because I needed the Declaration of Fraud notice to make a police report and contact my school. I was told I would receive it via email within two days. A few hours later, a Fraud representative from Bluebird American Express called to say that I would be contacted by someone, shortly. The representative explained to me that it was now considered an account takeover case. Well, no one contacted me but I did receive an email on XX/XX/2018 stating : Recently you inquired about your charge ( s ) from your American Express Prepaid Card in the total amount of {$2900.00}. Based upon our investigation we have determined that no error occurred and that transaction ( s ) in question was authorized. Therefore the transaction ( s ) is not eligible for credit to your Account. You have the right to review any documents we relied upon in making our determination. The email requested that I write to find out what evidence Bluebird gathered to make the denial. Not for me to appeal the decision. Although the following can be proven : * I was at the Hospital day and night in the ICU department by my grandmother 's side. Her doctor 's and nurses are willing to write me a statement. From XX/XX/2018 to XX/XX/2018. * My phone call log shows that there was no call from me to the Customer Service department on XX/XX/2018, the date my information was changed fraudulently. Not to mention, all calls are recorded and in the past I accessed/changed my account via the internet. * XXXX and XXXX have cameras, so it would be easy to determine that I was not the one using the information. * My spending history over the past four years with Bluebird compared to a day. * I called the non-Emergency number to file a police report.
Company Response: Closed with monetary relief

Timely Response