AMERICAN EXPRESS COMPANY

2018-09-28

Boca Raton, FL

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

2018-09-28

VA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I have an American Express Bluebird account which I make deposits into and essentially use a debit card to make transactions. There have been quite a few instances that I simply can not file a dispute of transactions. Bluebird states that if you send in a written notice of a disputed transaction that it will be addressed. I did just that and never heard back from Bluebird about my fraudlent transaction. There is no way to access fair dispute processes with Bluebird at all in addition to there not ever being a live human to speak with about concerns. Once again I had to close down my card and reorder a new one because of a lost card, however I can not speak to a live person and there is no formal process of filing a dispute that will be addressed.
Company Response: Closed with explanation

Timely Response

2018-09-28

Discovery Bay, CA

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: When I applied for the XXXX XXXX card ( used to be " XXXX '' ) in XX/XX/XXXX, the welcome offer was XXXX XXXX points plus a free weekend night award after 1st card anniversary ( a similar offer attached ). I met the spend requirement in time and got XXXX points, no issue, but after I paid for the annual fee in XX/XX/XXXX, I never receive the free night award ... Since then, several attempts have been made to confirm the welcome offer and claim that anniversary award, but I was told that AMEX can no longer retrieve any info about my welcome offer and can not confirm it ... After that, the only answer to me is to wait, wait and wait 4-6 weeks for investigation until now it's almost XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-28

LA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: My wife opened a credit card in her name and had my name added it to it later to help build my credit. In XX/XX/2017 my wife had unexpected XXXX XXXX and was mostly unresponsive until XX/XX/2017. I had no knowledge of the American Express card at this time to make payments. I began to get phone calls from family members, specifically my grandmother, stating that American Express was calling them 3 to 4 times a day in regards to a credit card bill. How is it lawful that a credit card company can contact family members and inform them of debt? That is a violation of my privacy. I reached out to American Express in XX/XX/2017 and they informed me of the balance which was astronomical and I told them it had to be incorrect and to please send statements to my address. Next thing I know, we are being served with a lawsuit from an attorneys office. American Express 's own card member agreement states it will send you notice of intention to file suit 30 days before it does so to allow you to work out the bill with them. Not in this case! And as it turns out, my wife reported the card stolen and tons of transactions were made that were not ours. Not to mention almost 5000 dollars in interest and fees!! I try to dispute the negative items but American Express says I must take it up with the attorney 's office. The attorney 's office gives no response on how to handle the fraudulent charges. Now the attorney 's office continues to sue us and file court documents in the wrong parish, causing me to miss entire days of work traveling to a different parish because the attorney 's office won't acknowledge they are filing in the wrong parish. They have filed a total of 3 court documents in the wrong parish, which by FDCP is {$1000.00} per violation. My wife filed bankruptcy because of medical debt and included this card in it. American Express has violated SEVERAL FDCP rules. 1 ) filing in a parish where I do not live 2 ) Harassing phone calls to family members. My grandmother thought I was going to be arrested. It's extremely embarrassing. 3 ) Illegally informed third party about my personal debt 4 ) Failed to send written debt validation letter. Violated their own personal card member agreement by not informing us of their intent to file suit 30 days before. 5 ) Ignore my requests to dispute fraudulent charges ( I have a police report that proves card was stolen. ) 6 ) Collecting interest/fees/money not owed. Thousands of dollars charged in interests and fees.
Company Response: Closed with explanation

Timely Response

2018-09-28

CT

Fees or interest

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

Problem with fees
Complaint: I am an American Express Corporate Cardholder and had a fee for a balance that was overdue. This fee was added to my XXXX Statement for a XXXX charge that I did not clear in the time allotted [ 45 days ]. I discovered the error and called American express on XX/XX/2018. At the time, the customer care representative kindly removed the charge. The full balance was cleared on XX/XX/2018. On XX/XX/2018 the same {$39.00} fee was added back onto my account. American Express did not disclose that they would add the fee back on after they waived it for the charge that lingered between XXXX and XXXX. In fact, they credited my account for the XXXX $ fee on XX/XX/XXXX and then added it back on XX/XX/2018. I believe that this is not in good faith and deceptive.
Company Response: Closed with explanation

Timely Response

2018-09-28

Ammon, ID

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

2018-09-28

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: Please refer to the attachment which describes my complaint in full detail. In summary, I received a " targeted '' offer from the American Express Delta Skymiles Gold card. It was a " targeted '' offer because it not only contained my name, address, etc. but a unique ID number that was specific to me. The incentive on the offer was a {$50.00} statement credit and XXXX Delta Air Lines Frequent Flier miles after meeting the requirement of making total purchases of {$2000.00} within 90 days of receiving the card which I performed. Subsequently, American Express refused to honor the incentive claiming that I had previously received this offer. I asked American Express, if I had previously received this offer and did not qualify for it, then why was I not only targeted with a unique ID offer number but when I applied for the card, there was no decline by American Express stating that I did not qualify for this offer. American Express could not answer my question and I am seeking the assistance of the CFPB.
Company Response: Closed with explanation

Timely Response

2018-09-27

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2018-09-27

GA

Other features, terms, or problems

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

Problem with balance transfer
Complaint: I am trying to transfer my credit card balance from American Express to XXXX for some reason American Express is not wanting the balance to be transferred. They have even been adding late fees for no reason. The first balance transfer request happened with discover on XX/XX/2018. Proof of timely payments to american express are included
Company Response: Closed with explanation

Timely Response

2018-09-27

Boca Raton, FL

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

2018-09-27

GA

Fees or interest

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

Problem with fees
Complaint: American Express receives credit and payments but doesn't update the balance. They also add unnecessary late fees and try double existing charges. They are even trying to prevent me from having a balance transfer.
Company Response: Closed with explanation

Timely Response

2018-09-27

Juniper Hills, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: Filled dispute for fraud charges made to card reported on XX/XX/XXXX immediately they close down cc. They would send out replacement card should received within couple of days. I placed a call informed would receive card on XX/XX/XXXX called several times every agent overseas not onshore agents. Informed me I would get the card. Money on the card they refuse to issue my money. Then, called spoke with supervisor inform me would be here on XX/XX/XXXX still no card. Need my money back and to close out this card. Has been nothing but trouble with this card.
Company Response: Closed with explanation

Timely Response

2018-09-27

Glendale, CO

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2018-09-27

Katy, TX

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response

2018-09-26

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

2018-09-26

GA

Other features, terms, or problems

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

Privacy issues
Complaint: Late last Summer I was told that XXXX XXXX would be changing its credit card service from XXXX to American Express. On XX/XX/XXXX I called both American Express and XXXX XXXX and told them that I did not want an American Express card. I talked to XXXX XXXX ( XXXX ) XXXX, XXXX at Am. Express. Since that time I have contacted both American Express and XXXX XXXX many times adamantly expressing that I did not want XXXX XXXX to share information with American Express due to previous problems that I had with XXXX. XXXX. Early in XXXX I received a American Express card in an envelope which I did not open until last month. I have not activated the card. I sent multiple emails, letters and calls to both XXXX XXXX ( letters and email XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX ) and American Express ( Letters and email XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, & XX/XX/XXXX ). Also, there were numerous calls. They shared my personal information contrary to my express wishes ( that were made clearly ) and transferred money without my permission. They can not close the account without my permission which I have not given. I wanted to have evidence as to who was responsible, which American Express recently blamed on XXXX XXXX. ( note some of the letters were sent with tractability via USPS. Some calls were recorded and emails copied. American Express did not like the fact that I record my calls, as allowed in Georgia, and refuse to call me. P.S I posted this on XXXX. I don't know if the lapse in security caused it ; but, I had an attempt for someone to purchase an American Express card ( {$100.00} ) from a different credit card account ( XXXX XXXX ).
Company Response: Closed with explanation

Timely Response

2018-09-26

CO

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: I enrolled myself in a work-out program with a reduced interest rate. Part of this program is the requirement for automatic Debit payments. Last year they " accidentally un-enrolled '' me from automatic payments. Then realizing their mistake they put me back on the automatic payments. Now this year they have un-enrolled me from automatic payments again and now say I have missed three payments that I never should have missed. I did not cancel the automatic payments, I should not have to pay a penalty because of something they did.
Company Response: Closed with explanation

Timely Response

2018-09-26

MN

Getting a credit card

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

Application denied
Complaint: I applied for an American Express Delta SkyMiles through a solicitation I received as a result of being an existing SkyMiles participant. I received email notification within minutes stating my application was declined " because American Express cancelled ( my ) previous account ''. I do not recall having an American Express account. The declination letter also stated I could contact AMEX customer service, which I did. The agent that I spoke with advised me that she could not locate any prior account in my name and was unsure why I would be declined for an account. I asked if I had perhaps been an authorized user on someone else 's account and was told there was no record of that either. I have very good credit and have never been declined for a credit card, car loan or mortgage loan. I would like someone at AMEX to review my application and inform me in more detail the reason it was declined.
Company Response: Closed with explanation

Timely Response

2018-09-26

Kosciusko, MS

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 monetary relief

Timely Response

2018-09-26

N San Juan, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-09-26

Lynn, MA

Fees or interest

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

Unexpected increase in interest rate
Complaint: On XX/XX/2018, I discovered a steep and sudden increase in the interest rate on ly business account, from an already outrageous 14.99 % to 18.99 % in one month. I have been a customer with American Express since XXXX who has always paid on time. I spoke with several representatives who called themselves " supervisors, '' XXXX, XXXX and finally XXXX XXXX who claimed that I paid on time, that I did nothing wrong, but after " reevaluating '' my account, this spike in interest was fine. XXXX would not allow me to speak to anyone in a position above hers to resolve the matter.
Company Response: Closed with explanation

Timely Response

2018-09-26

Tarzana, 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: In XXXX of 2018 I opened an American Express Delta card after receiving an offer for XXXX miles. Since Amex has rules about the bonus I asked two reps over chat if I were eligible and both said yes ( I will attach screenshots. ) Based on this information I got the card ( lowering my credit score ), met the needed spend ( that Amex would not have gotten ) and never received the bonus miles. I asked about this and Amex opened an investigation. When I called a supervisor told me : - First that I had the card before ( I said I asked two chat agents ) - Then he told me I didn't meet the spend requirement ( but after some math, he saw I did ) - And finally that Amex just decided not to give me the bonus. He also said that what the reps told me is meaningless and offered nothing. He clearly had no idea. I don't understand how they can decide AFTER I get the card and AFTER I specifically asked their employees in writing if I was eligible to not honor the offer!
Company Response: Closed with explanation

Timely Response

2018-09-26

Houston, 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: American Express is sending out upgrade offers for their XXXX XXXX card. The offers range from XXXX points to XXXX points. For some reason, I was only target for the XXXX offer, despite being a member for almost 30 years and spending well over $ 100K a year. I was interested in upgrading my card, but did not want to take the lesser offer, so I decided to call American Express to discuss my options. Amex CS transferred my call to Membership Consulting in XXXX, FL. After going back and forth with the rep, I asked to speak to a manager. The manager ( XXXX ) promised to call me back within a day or 2. She never did, so I called Amex and filed a complaint about XXXX. Few days later I got a callback from XXXX who promised to look into the situation and let me know within 2 days. She said she had some contact at American Express who might be able to help us. She didn't call back as promised but did call the following day and left a VM. She claimed that she was still working on it. Few days passed without hearing back from XXXX, I called back only to find out that she was on vacation. Membership Consulting in XXXX, FL needs to be investigated as most of the reps don't help and they try to cover for each others.
Company Response: Closed with explanation

Timely Response

2018-09-26

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: In XX/XX/XXXX we disputed charges on our American Express corporate account. Amex asked us to obtain information from the merchant, which was XXXX, but we informed them that the merchant would not answer our questions because the charges were made with our card but not on our company account. ( See page 1 through 5 of the attachment. ) We assumed the matter was being investigated by Amex but learned in XX/XX/XXXX that Amex had closed the dispute, having done nothing to contact XXXX, and having communicated nothing to us. We asked them for the reason they closed the account. They sent us an email dated XX/XX/XXXX noting " here is the back up of when we closed the case '' but there was in fact zero back up information. ( See page 6 of the attachment. ) We asked them to re-open the dispute, which they did in XX/XX/XXXX. However, it is now XXXX and they continue to say, " give us time, we are trying to contact the merchant '' and so forth. I believe they are simply stalling for time, and unwilling to admit that the information they could have obtained more than 18 months ago is no longer unavailable. ( It doesn't take 3 months to investigate a prior purchase. This is XXXX, with storage capabilities so awesome they are used by the CIA. ) I believe Amex wants my company to " eat '' the disputed charges that they failed to investigate. Moreover, because of this dispute, my company withheld full payment of our bill for many months and thus forfeited valuable Rewards points, which in some instances we had to pay to reinstate and in which in other instances we are told can not be recovered.
Company Response: Closed with monetary relief

Timely Response

2018-09-26

Brooklyn, NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Hi My daughter was given an American Express gift card for her XXXX XXXX. It was for XXXX dollars. We cracked open the sealed envelope that it came in and went online to register it. We see that the balance is only XXXX because someone used the number at a health store. I called amex to explain that the charge is not ours and can't be ours because we never revealed the numbers until today. So it seems that people have found a way to input random numbers and use amex gift cards fraudulantly. I called amex and they said the policy is that they will not take any action and it is our problem, not theirs. I spoke to a supervisor and she said the same thing. So basically, you walk into XXXX and purchase a sealed amex gift card. You go to use it and if someone punches in gift card numbers randomly and get approvals, you loose the money. I believe that is even against the federal law.
Company Response: Closed with monetary relief

Timely Response