AMERICAN EXPRESS COMPANY

2018-09-26

Key Biscayne, FL

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: for the past 4 months this caller has been calling me to collect a debt, we agreed upon a monthly payment plan and i have continued to do so. This caller keeps harassing me during work hours and at nights requesting that the debt be paid in full. I received a letter from them and agreed with the written monthly repayment plan, i shouldn't continuously be called and harassed to make a payment in full when i am on a balance repayment plan.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-26

Fort Worth, TX

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: Hello, In XXXX XXXX and American Express ' response they noted that I called in on XX/XX/XXXX, and represented myself as my father ( customer ). Here I made a call to XXXX XXXX and made a {$990.00} payment for my father 's account ( co # XXXX ). I clearly remember identifying myself as junior, and never once stated that this was my loan ; I suggest XXXX XXXX, American Express, CFPB and myself have a conference and listen to the call. In addition, the company also took my cell number during the call and used it for follow up contacts without my permission and without a miranda indicating it was okay to do so. Not only has American Express had a formal Do Not Call on file for my number, but the document clearly states that I am not the customer. When XXXX XXXX called back on XX/XX/XXXX they advised that it was an attempt to collect a debt, and I clearly identified myself as the customer 's son. The agent did not go any further, but did ask if I had a valid contact number for my father. I gave them my mother 's number and the call ended. Again, I didn't tell them not to call because American Express had already had one for file for months if not years. When XXXX XXXX called back again on XX/XX/XXXX and again advised that it was an attempt to collect a debt, again I clearly identified myself as the customer 's son and informed them that I already gave them a contact number. Here the agent advised that she knew, but that the one I provided was also highlighted as a Do Not Call number. The statement definitely stuck out because not only was she attempting to collect from someone she knew was not the customer, but since the agent was unable to contact the customer they started contacting known family members for payments. Lastly, when I did call back in on XX/XX/XXXX, the assisting agent refused to indicated whether or not my number had been removed from their call list. They would not validate the information so I asked to speak to a manager and they refused. Only after noting that refusing to allow me to speak to one is in fact a violation did they decide to get me to a manager. At that time I confirmed that my number had still not been removed from their system. The manager informed me that they would do so, and I believe that they have.
Company Response: Closed with explanation

Timely Response

2018-09-26

Barlow, OR

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

2018-09-26

Carlsbad, 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

2018-09-26

Buffalo Grove, IL

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-09-25

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 non-monetary relief

Timely Response

2018-09-25

Asheville, NC

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

2018-09-25

Brentwood, MO

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Company Response: Closed with explanation

Timely Response

2018-09-25

Glendale, 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: I had a business credit card with American Express. On XXXX XXXX I paid {$12000.00} to pay off the balance. After that the credit card company decided to close my account. In following two months I received the statements with XXXX balance. I was not able to use the card as it was already closed. Surprisingly for me I received the statement for XXXX ( for the XXXX month after closing ) in which it is shows that the adjustment was been made and the payment for {$12000.00} was been returned. First off all I did not authorize the American Express to reverse my payment and second how did they act without notifying me first. I am attaching the last 3 months statements.
Company Response: Closed with explanation

Timely Response

2018-09-25

Harsens Is, MI

Other features, terms, or problems

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

Other problem
Complaint: On Friday, XX/XX/2018 I was making a payment online for {$1300.00} on my American Express credit card. Mistakenly I added a zero and made it for {$13000.00}. I did not catch this until Monday XX/XX/2018. Called American Express, talked to a rep that said the only way for the refund was to mail a check or wire transfer. I am suppose to get the difference of {$11000.00} and leave {$1300.00} on my account as payment. I opted for the wire transfer. He said it would be 3-5 days. When 5 days was up, I called back to see why it hadn't come to my bank and I was told 7-10days. When 10 days was up I was told that the funds had to be verified. They verified the funds were taken twice during the 15 days I have been trying to retrieve my money. Now, i must say, there wasn't {$13000.00} in my account so it bounced back 2 days after the initial payment. Then they retook it again and at that time there was {$13000.00} in there on XX/XX/2018. I call every day, several times a day ( 3-4 ) and get a different answer from different people after continuosly being transfered to different departments. In talking to a manager on Friday XX/XX/2018, he said let 's do a check and it will definitely go in the mail today. Called Monday XX/XX/XXXX and Tuesday XX/XX/2018 and was told the case was reopened? I have no idea what that means. I talked to 7 different people on Tuesday XX/XX/2018 from XXXX - XXXX ET. Was told by XXXX they would overnight mail a check to me by Wednesday XX/XX/2018. Needless to say I have requested 5 times for an overnight mailiing and was told there is no way to do that. Now all the sudden they can. I have been a member with American Express since XXXX and always paid on time and way over the minimum payment due. I can't believe this is how they treat their customers. This wasn't just {$100.00} overpayment. This is {$11000.00} over payment that I have been trying to get back for several weeks now. I have been without any ready cash all this time and alerted my bank about the situation. They were kind enough to waive any and all overdraft charges. Unfortunately, I am going on an already paid for cruise on XX/XX/2018 and have no cash. Please help me in making sure this does not happen to anyone else and that American Express executives are aware of the poor customer service I have received. As of now, I still do not have my over payment back.
Company Response: Closed with monetary relief

Timely Response

2018-09-25

MA

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: At XXXX, XXXX in XXXX AZ in XXXX of XXXX. Time share presentation represented as vacation points. Verbally told to open an XXXX account w/ them ( I already had an XXXX account ) in the amount of XXXX. The amount of a XXXX percent down payment. Verbally told no payment or interest for one year. Membership to start in XXXX, can cancel at anytime. Did not understand that the real estate transaction superseded verbal agreement. Received XXXX bill immediately, with interest. Tried disputing XXXX charge, never activated XXXX card. XXXX will not honor any verbal agreement. I am responsible for full amount.
Company Response: Closed with explanation

Timely Response

2018-09-25

Flanders, NJ

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-09-25

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: American Express advertises their Blue Business Plus card ( for small businesses ) as having " 0 % APR on purchases and balance transfers for 15 months ''. I was assured by 3 different American Express telephone sales reps that that is correct. I applied, but the card I received has no such offer for balance transfers. I was then informed by 5 or 6 different customer service reps ( including one supervisor ) that there is no such benefit. As of today ( XX/XX/XXXX ) the website still shows this offer at https : XXXX I think that is fraudulent advertising.
Company Response: Closed with explanation

Timely Response

2018-09-24

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

2018-09-24

Chicago, IL

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 monetary relief

Timely Response

2018-09-24

WA

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: American Express Fraud Department investigated and per my request closed the card ending in XXXX XX/XX/XXXX. American Express then drafted a letter of apology for me to send to XXXX & the other two credit reporting agencies that the XXXX account was a result of fraud & I was not responsible. ( I did mail that letter to XXXX, XXXX & the other credit reporting agency. Now 4 years later, the American Express account XXXX has some way been resurrected by American Express resulting in my receiving a request for payment on XX/XX/XXXX. I waited to see if American Express would see their fraud department letter sent in XX/XX/XXXX & cease the harassment but another request for payment on a resolved/closed fraud account has been ignored.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-24

NM

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 am attaching a chat transcript of my efforts to resolve the situation. I signed up for XXXX XXXX American Express card in XX/XX/XXXX. The promotion offered XXXX point with the possibility of earning another XXXX points if I used the card to make qualifying purchases in a certain period of time. On XX/XX/XXXX I first inquired as to why I had not yet earned the points. I was told to check back later. In the chat session I was told that I had indeed qualified for the points. Weeks passed, still no points. I inquired again only to be told that a formal investigation had not been opened. Weeks passed again, still no points. I contacted them again on XX/XX/XXXX and got the same promise and to check back in exactly 7 days. This seems like a bait and switch to me. I have no balance on the card. I have paid it off every month after making purchases. I think I have waited long enough for it to be resolved.
Company Response: Closed with monetary relief

Timely Response

2018-09-24

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

2018-09-24

Beldenville, WI

Fees or interest

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

Problem with fees
Complaint: XX/XX/2017 applied for a new American Express gold card and was told I would receive 0 % interest on all purchases for 1 year as well as up to XXXX XXXX bonus points on purchases made in the first 3 months. In XX/XX/XXXX, when I realized I was not receiving bonus points or 0 % interest I called and they opened a complaints ( XXXX ) and said they would get back to me. Name was XXXX and he said I would have a response in a few weeks. Never received a response back. Called again on XX/XX/XXXX and again was told that we were valued clients ( my husband has been a cardholder for many years ) and I would receive a response by mid XX/XX/XXXX. Again, never received any response. Called again on XX/XX/XXXX and " XXXX '' a manager set up call back for XX/XX/XXXX at XXXX central time. Never received a call back. Called them at around XXXX and was told the " ID '' number XXXX XXXX gave me was not a valid " ID ''. Spoke to " XXXX '' " ID number XXXX who told me she would have her supervisor and a manager review and get back to me. Said she was not authorized to give me their names. No one called me back. Called again on XX/XX/XXXX and spoke to XXXX who transferred me to XXXX. XXXX assured me that I would have a response by Monday, XX/XX/XXXX. On XX/XX/XXXX, " XXXX '' called me back and said they had reviewed the " recording '' and they would not be honoring the 0 % interest or bonus XXXX points. I asked to have the recording send to me and he called me back and said I would have to have a subpoena. I then tried calling my phone carrier and they said they do not maintain copies of private conversations. For starters, I would never have charged that much and left it on the card if I was going to be charged interest. American Express records will show that we typically pay off our card every month. Since I first realized the issue in XX/XX/XXXX, and tried to get it resolved, an additional {$2000.00} in interest has accumulated. Over {$3000.00} total for the year.
Company Response: Closed with explanation

Timely Response

2018-09-23

Brooklyn, NY

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
Company Response: Closed with monetary relief

Timely Response

2018-09-23

Chester, NY

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 opened my XXXX XXXX American Express credit card with a signup offer of spending {$4000.00} to earn XXXX XXXX points. A few days later the offer of XXXX XXXX points for the same exact spend threshold was released to the public. I called XXXX at XXXX on XX/XX/18 and spoke with a representative named XXXX asking if he would honor the newly released offer since it was a matter of days. He said no. I asked to speak with a manager. She also declined saying it was impossible to adjust the balance, but then later on in the conversation she offered to adjust it by XXXX points. So, it is possible. She said she could pass it on to their marketing department for further inquiry, but she won't because they will likely decline it, even though I asked her to do so. This card comes with a {$450.00} annual fee so it's not like I asked for the most basic card. I also did not earn the signup bonus yet, so it is also not like I am asking to retroactively apply a new bonus to an already earned signup amount. I'm still in the process of earning the original signup bonus which had been changed in a matter of days. I believe this is bad business practice to not honor it.
Company Response: Closed with explanation

Timely Response

2018-09-23

Walthill, NE

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: On XX/XX/2018, at XXXX EST, my payroll direct deposit for {$1800.00} was deposited to American Express Bluebird card # XXXX, XXXX XXXX ( XXXX ). On XX/XX/2018, at XXXX CST, I received and email from American Express Bluebird indicating my account was closed due to violations of 15D. After researching Section 15D of the user agreement, I am 100 % certain I did not violate any of the rules associated with my account. At XXXX CST, I contacted American Express Bluebird Fraud Dept. XXXX. I spoke with XXXX. I explained that my account had been closed in error. That the money in the account was for food, gas and shelter as I work 2,000 miles from home. XXXX told me that the account was indefinitely closed and the money in the main account and sub account XXXX was no longer available to me. I panicked and explained the situation again. XXXX told me that there was nothing she could do. At XXXX CST, I contacted the XXXX Police Dept. , XXXX, NE. I was instructed to file a complaint with FDIC and CFPB. At XXXX CST, I telephoned American Express Bluebird Fraud Dept . at XXXX. I spoke with XXXX. XXXX explained that a refund would be mailed to my address of record in 7 to 10 days. I explained that I no longer live at the address on record as I work away from home. He said there was nothing he could do to help me. At this time, XX/XX/2018, I am without gas to travel to work and food. I am trying to work with my employer to help me maintain shelter for my dog and I. American Express Bluebird allegedly has stolen my money. There are over 1,000 complaints against the company.
Company Response: Closed with monetary relief

Timely Response

2018-09-23

Cleveland, OH

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-09-23

Great Falls, MT

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

2018-09-22

NE

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: I applied for the American Express Delta Gold Card. The offer they were and still is advertising is, spend one thousand dollars and receive XXXX XXXX bonus sky miles. I have video and screen shots of this offer, both date and time stamped. I applied for the card, and upon receiving it and using it, my mother began to tell me she was having issues getting her bonus miles, as she applied under the same offer. I called and spoke to a representative, who informed me that the offer advertised was not the offer associated with my card. A couple of days later I called and canceled the card, due to American Express not wanting to uphold their end of the deal in regards to the advertisement. I am refusing to make a payment until American Express is fair to me.
Company Response: Closed with explanation

Timely Response