AMERICAN EXPRESS COMPANY

2018-09-19

Eskridge, MS

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

2018-09-19

Clinton Township, MI

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

2018-09-18

Macclenny, FL

Getting a credit card

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

Delay in processing application
Complaint: I applied XX/XX/2018 through XXXX XXXX to acquire an American Express ( AMEX ) credit card. There are several false and highly misleading aspects of this process : 1 ) The number they have issued to me over the internet is not a credit card number according to the AMEX help center at XXXX. 2 ) The AMEX web site states a credit limit of {$2000.00} which is fine ; what they did not disclose is that it can only be used for XXXX, not any other seller. This is a critical failure to fully disclose a limitation which renders the card useless to me at this time, as I intended to use it at another online vendor. 3 ) The AMEX site states a delivery time for the actual card to be 3-5 days ; the help line above quotes 7-10 days. This is a false statement. 4 ) The new card help line ( XXXX ) states the new card can not be delivered within the 3 day window which would have been helpful to me, and states they can not expedite the card to overnight status within the USPS. They stated if I had requested the expedited delivery while I was applying, they could have done that. Again, failure to disclose an option during the process that was refused after the fact. They require a {$2000.00} charge to validate an airline miles award which must be done within 90 days. It will be interesting to see if they renege on this one also. If the card can be overnight delivered to me, and can be used at other vendors than XXXX, my problem would go away.
Company Response: Closed with explanation

Timely Response

2018-09-18

TX

Problem when making payments

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

Problem during payment process
Complaint: I made a payment on XXXX, and was told it failed due to non-sufficient funds. So I made another payment on XXXX, and was under the impression everything was fine. On XX/XX/XXXX, received an alert that my payment had failed. After discussing with my bank ( XXXX ) and XXXX ( credit card company ), I eventually learned that XXXX had collected my payment on XXXX, but did not update my payment history to show a successful payment. The status still shows both the XXXX and XXXX payments as returned. Even though XXXX had already collected the money, they tried 3 more times on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to collect the money. They explained that they attempt to collect a payment 3 times after a failure, and that they consider both the XXXX and XXXX payments as being separate. Even though they had been paid, they tried to collect my XXXX XXXX more times afterwards, and caused an NSF with my bank each time. I also was hit with 2 different late fees from XXXX. XXXX has been great and offered to refund 2 of the 3 overdrafts, even though they weren't at fault. However, XXXX has refused to cover the cost of the third overdraft they caused, and they also would only refund one of the late payments. I would be satisfied with both of the late payments being refunded, because the net result would be no money out of pocket for me from their behavior or unknown practice of NSFing a customers account 3 times trying to get a payment ... ..with no prior notification or direct authorization. In the end, they never told me they had collected the funds. Even now, my payment history shows 2 failed attempts, and no successful attempts. If they had at least updated that portion of my account, I wouldn't have made another payment under the understanding that I owed them money. Because I did, I got hit with a number of fees.
Company Response: Closed with monetary relief

Timely Response

2018-09-18

Evanston, IL

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Complaint: My name is XXXX XXXX and on XX/XX/2018 I opened a XXXX XXXX savings account with American Express XXXX XXXX. Over a period of two months I deposited {$300.00} dollars into the account and set an automatic payment option into the online system to deposit {$100.00} per month. The money has been deposited each time per this automatic payment. I recently logged into the account to find my account was closed, despite my continued depositing of automatic payments. I have called American Express XXXX XXXX multiple times and they simply state my account was never opened. If I log into the American Express XXXX XXXX Website, it states my account is closed. However, when I check under XXXX XXXX, it states the account was opened on XX/XX/XXXX and my external banking source ( XXXX XXXX XXXX ) was linked. My bank statement from XXXX XXXX XXXX also shows this money being transferred to XXXX XXXX XXXX. Since the account was closed, I have not received any of the funds I transferred into this account.
Company Response: Closed with explanation

Timely Response

2018-09-18

Niverville, NY

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-09-18

Hamilton, OH

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2018-09-18

Bohemia, NY

Other features, terms, or problems

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

Other problem
Complaint: I called in, on XX/XX/XXXX to see if Im eligible for the pay over time feature. I was not but the representative I spoke with advised that if I upgrade my class American Express gold card to and premier American Express that Ill have it automatically. The premier gold cost more as well. I have tried for them to help me but they wont. They have the call recorded where she lies to me to have me upgrade.
Company Response: Closed with monetary relief

Timely Response

2018-09-18

Los Angeles, CA

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 non-monetary relief

Timely Response

2018-09-18

Arco, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: America Express Serve is horrible prepaid company. Everytime I use their card at the register and ATM I get nervous. The reason why because XX/XX/2018 purchased items card denied. Went to withdraw XXXX dollars but did not dispense but my online account for American Express Serv show the transaction did go through. I called the rep and dispute initiated. They said systems been upgrading since XXXX and that I'm not the only with this issue. Went through XXXX to get my money back was last cash I had and then this happen. Second XX/XX/2018 went to withdraw money and again did not dispense my money immediately logged online because I knew what it was going to say. Guess what yes it did say XXXX went through. I have receipt here for evidence. They have very bad reviews on XXXX and apparently I am not the only one.
Company Response: Closed with monetary relief

Timely Response

2018-09-17

CA

Unexpected or other fees

Credit card or prepaid card: Student prepaid card

Complaint: I was charged a fee. American Express charged me a XXXX. I added funds to meet the monthly requirements of XXXX dollars. The problem with the XXXX dollar limit that it does not allow me to add funds of XXXX dollars. It takes days in order to be allowed to deposit more funds into the account. I added fund on the XXXX at XXXX paciffic time when the American Express button had allowed me to add more funds. It is not fair that the button feature does not allow any more funding more than XXXX dollars. if the requirement is XXXX dollars per month to reload the account. American Express should not limit the amount to transfer funds to XXXX dollars only. currently the limited is only XXXX dollars to deposit into the account from another bank card. I have tried to ACH money from another account. American Express removed that option from the serve account. I can not get money from my school financial aid into this account because the card has been blocked. I have tried to reload at a XXXX my account is blocked according to XXXX stores I have tried multiple times to get reloads XXXX is not allowing reloads to this account at this time. I have no other option when it comes to funding this account other than reloading from another bank card. American Express should allow the account to be free with out fees if the account is being used and reloaded with in 90 days period of XXXX dollars. is that it monthyMy school is not able to add funds for financial aid because the card is blocked. I tried to reload at XXXX and it is blocked. American Express removed. My American Express account was charged a fee and requested that American Express customer serivce returns the dollar back to my account. The customer service service tried to return back the dollar charged to my account. The system was not able to return back the dollar charged. The XXXX dollar bank card transfer limit makes it complicated to be able to get a full deposit of XXXX dollars. American Express should allow the acception to be able to deposit with in a day more than XXXX dollars.
Company Response: Closed with explanation

Timely Response

2018-09-17

Douglasville, GA

Other features, terms, or problems

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

Credit card company forcing arbitration
Complaint: My identity was used to open bank accounts and credit cards. These applications were done through the computer. I have tried multiple times letting Amex, XXXX and XXXX XXXX know. XXXX XXXX researched and discovered that I was right. Since then they have removed the fraudulent account from my reports. However Amex continues to say they can not provide a copy of the application that was supposedly applied for using my identity. They are still currently updating the account as late and over the limit. This is causing my credit report scores to dwindle.
Company Response: Closed with explanation

Timely Response

2018-09-17

Ft Trumbull, CT

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 was provided provisional credits in the amounts of XXXX and XXXX for disputed transactions in said amounts which occurred on XX/XX/31, XXXX XXXX. I have not heard the status of the dispute as of yet, however, in the event the credits are reversed, please advise XXXX I require proof of their investigation and info showing I received anything from the merchant.
Company Response: Closed with monetary relief

Timely Response

2018-09-17

Anaheim, CA

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Charged for a purchase or transfer you did not make with the card
Complaint: I was granted a {$1000.00} business gift card via American Express. I sporadically use it, however I wanted to check my balance before making a purchase the other day and to my surprise I only had {$20.00} left on my card. The americanexpress.com/XXXX website actually shows the transaction date, post date, description, reference number and amount of the purchase. There is an unauthorized purchase for {$500.00} XXXX XXXX XXXX XXXX XXXX XXXX - Purchase ( XXXX ) w/ XXXX XXXX XXXX XXXX that XXXX confirms was not used with my authorization as that card was never added to my XXXX account i have. When reaching out for help on XX/XX/2018 to American Express a representative by the name of XXXX informed me that I must contact the merchant for further resolution as they can not do anything for me. I followed their advise and contacted XXXX which I dealt with for about a month with no results. They informed me that they would not be refunding me any money as the security breach was not on their end so they will not be responsible. I do not feel I nor a third part should be responsible for this! Someone took my money and I want it back! It is as if American Express supports theft and not customer service when it comes to these situations.
Company Response: Closed with explanation

Timely Response

2018-09-17

Hillsdale, NJ

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Closed with explanation

Timely Response

2018-09-17

Colo Spgs, CO

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

2018-09-16

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Complaint: I have a credit balance on my card due to a refunded purchase. Despite repeated requests for a refund, AMEX has not complied
Company Response: Closed with explanation

Timely Response

2018-09-16

Pikeville, NC

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: XXXX XXXX XXXX American Express XXXX These were just a few I noticed I didn't apply for called company didn't remove
Company Response: Closed with non-monetary relief

Timely Response

2018-09-16

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Complaint: I have a credit balance on my card due to a refunded purchase. Despite repeated requests for a refund, AMEX has not complied
Company Response: Closed with explanation

Timely Response

2018-09-16

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: I opened a new Amex credit card in XX/XX/XXXX and have met the spending requirements for the promotion offer ( XXXX points for XXXX spending within 90 days ) for 4 months. I contacted the Amex several times and no responses. I request the offer be honored by Amex as advertised.
Company Response: Closed with explanation

Timely Response

2018-09-15

Weston, CT

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Sued you without properly notifying you of lawsuit
Complaint: To whom, It may concern. I owed XXXX XXXX XXXX XXXX last year. We agreed on a payment plan of XXXX USD per week and I also told them I will pay them in full upon sale of my primary residence. The loan was unsecured consumer loan. I made payments of XXXX to them, which was more than the agreed per week. American Express however hired XXXX and XXXX XXXX. A firm with a very bad reputation. XXXX on behalf of XXXX XXXX XXXX filed a judgement over me and won without ever serving me a summon and complaint. As a result my Bank account was frozen even though 90 % of deposited money in the account was from wages. As a result, I have no money to feed my kids and even go to work. This now might result in me going delinquent on my mortgage and loss of equity and property. Please Help me. Thanks
Company Response: Closed with explanation

Timely Response

2018-09-15

Nyc, 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 am filling a dispute on American Express regarding the delay on releasing my rewards point. I had been told that the issue would be resolved 6 to 8 weeks after I hit the minimum spend. This is now the 10th week, and my account is still under review. I have been on time with all of my Amex credit cards ( one personal platinum card, one business platinum card, and one blue cash card ). Moreover, payments on the card with bonus offer have met the amount that the promotional offer requires. Amex can not give a proper explanation other than telling me that they have no access to the back office. I have complained more than five times and have had them elevated the issue to the back office but nothing was given back to me. I would like to have an immediate release of my points since originally I have over 50,000 points that were accumulated by my daily purchases. Now they have been freezing my points since XX/XX/2018.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-14

FL

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: XX/XX/XXXX. Had XXXX points in my Amex account. I called to see if the miles were there to reserve 2 air tix to XXXX ( bid class ). They told me yes go ahead and reserve. I did. Transferred XXXX to my wifes XXXX acctbthen when I went to transfer mine, it was denied and said it was being reviewed. Now mybreservation will be cancelled and my wifes points are not able to be returned. I have XXXX miles in the account but they have frozen those
Company Response: Closed with non-monetary relief

Timely Response

2018-09-14

Marina Del Rey, 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: I was approved for an amex everyday credit card in XX/XX/2018. I was mislead by being told I would receive a welcome offer. Upon approval I was told that I would not by receiving the welcome offer and that I would be given a {$500.00} Credit limit to start and that I would have access to a higher line of credit after making my first five payments on time. The following is a copy and pasted email from American Express : Pay on time and increase your credit limit American Express logo Hello, XXXX XXXX XXXX Account ending in XXXX American Express Card View Account Make a Payment Manage Alerts Preferences You can earn a higher credit line on your new Amex EveryDay Card. Simply follow the steps below for each of your first five statements : Use your Card. You must have a balance due each month. Pay at least the minimum due on time each month. To help you pay on time you can set up automatic payments with AutoPay, where you can customize your payment amount and date. You can also enroll in Alerts informing you when your statement is ready and reminding you of your payment date. Thank you for your Card Membership. American Express Customer Care Contact Us | Privacy Statement | Add us to your address book Your Card Member information is included above to help you recognize this as a customer service e-mail from American Express. To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing. We kindly ask you not to reply to this e-mail but instead contact us via customer service. Terms & Conditions 1. You will receive an increased credit limit if you ( a ) have an amount due on each of your first five billing statements, ( b ) pay at least the minimum amount due on those statements by the due date, ( c ) are not past due on the credit report we review at the time we evaluate the credit limit increase, ( d ) meet federal requirements for ability to pay, and ( e ) havent already received a credit limit increase. 2. Your credit line increase will go into effect by the end of the sixth month after your first payment. XX/XX/2018 American Express. All rights reserved. XXXX It has been over 8 months and I have not yet been given an increase in credit. The people that i speak to are very rude and are not concerned by the fact that I have been lied to. My credit score sits at XXXX with utilization around 20 % income over $ 70K/year with assets around $ 20K. I'm not asking for a crazy amount of credit. I am just asking that they keep up their end of the bargain. They lied to me about the welcome offer and they are not telling me lies and even yelling at me, and hanging up on me when trying to explain the issue. I am so angry. I feel like I have been completely manipulated and it's unfair.
Company Response: Closed with explanation

Timely Response

2018-09-14

Houston, TX

Fees or interest

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

Unexpected increase in interest rate
Complaint: Amex raised my interest rate 4 % without any notice or explanation. Ironically I had paid off {$10000.00} in credit card debt the previous month including {$4000.00} to Amex, so I can only infer this is punishment for paying down my debt and an attempt to make up lost revenue.
Company Response: Closed with non-monetary relief

Timely Response