AMERICAN EXPRESS COMPANY

2018-09-12

Delray Beach, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-09-12

Arco, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: This account was billed to a former roommate with my last name provided Amex with copy of billing that does not include my name, they still left on my report. All 3 of my XXXX balance accounts were closed.
Company Response: Closed with explanation

Timely Response

2018-09-12

Middletown, NY

Problem when making payments

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

Problem during payment process
Company Response: Closed with non-monetary relief

Timely Response

2018-09-12

Miami, 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
Complaint: This complaint is about my American Express business platinum account ending in XXXX. The account was closed due to the fact my business lost a recently obtained contract and Im having to adjust my lifestyle and move. Because of this I had to cancel my account. I sent a payment yesterday and today I was checking the remaining balance to be paid off before the due date of XX/XX/2018. I saw I had a negative Memberahip Rewards balance of XXXX XXXX. The card came with a sign up bonus of XXXX points after spending {$10000.00} in the first three months which I did. One attaching the statement which clearly shows spending above the requirement. The points were posted when I met the spending and I transferred them to the airline of my choice. Im respectfully requesting the membership balance be updated to get out of the negative, since it was at XXXX points yesterday. Ive never had this sort of problem with XXXX and I hold several of your cards which I enjoy using and Im an advocate of. I called and spoke with XXXX and then XXXX at the Memberahip Rewards Department. They agreed on a recorded line that I had met all the requirements of the spending and that I shouldnt have a negative balance. As a long time loyal customer Im asking you to do the right thing. Otherwise Ill be forced to close all my accounts with you and move my spending to somewhere else. I sincerely hope your company values their customers and doesnt see us as just numbers. Even though the reason for cancelling my XXXX Business card was the loss of most of my upcoming contracts, I contacted American Express to reinstate the card and I will pay for any fees out of my savings in order to get the points reinstated and maintain a long and productive relationship with American Express. Im unsure as to why this has become a problem when a valuable customer is under duress financially and wants to do the right thing. Thank you.
Company Response: Closed with explanation

Timely Response

2018-09-12

Orion Twp, MI

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

2018-09-11

Plymouth, 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: To Whom It May Concern : My family and I travelled to XXXX and made several credit card charges which now appear on our current credit card statement. Prior to our trip, we were advised that Amex does not charge foreign transaction fees. Upon review of our foreign charges, I noticed multiple inconsistencies throughout the statement regarding the way XXXX to USD conversions were processed. My concerns are the lack of consistency when applying the foreign exchange rates. On several of the charges, the exchange rates used are higher than published rates I found through various online resources. Example 1 : Hotel charge on XX/XX/2018 for XXXX EUR was converted to {$2100.00} using an exchange rate of XXXX. However, published rate online for XX/XX/2018 was XXXX. Example 2 : In addition, I made several transactions on XX/XX/2018 and a different conversion rate was applied to 3 of the 4 transactions. The exchange rate published online for XX/XX/2018 was XXXX. However, Amex used conversion rates of : XXXX XXXX XXXX I contacted Amex and was advised that the conversions are made by an Amex subsidiary. I asked if I could file a complaint and have the charges/corresponding exchange rates reviewed. I was advised that there is no process to formally file a complaint or request a review. They could only document and internal note on my account that I called to question the charges and a description of the information I was provided. But again, its not a review just an internal note and no additional action would be taken. I spoke with both a customer service representative as well as a supervisor who essentially said there is no way to dispute the charges as they are what they are.
Company Response: Closed with explanation

Timely Response

2018-09-11

Bedford, TX

Getting a credit card

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

Application denied
Complaint: I recently applied for cash magnet from amex and got approved immediately. Since, I was receiving offer letter to apply for blue cash everyday credit card of amex for more than 2 years, I decided to apply for bluecash every day as well after 2 weeks of approving for cash magnet. Before applying, I searched on the internet and I found that the best plan is to use both combination of cash magnet and bluecash everyday together for everyday purchases and there is no constraint to apply for both. However, surprisingly I got declined immediately from amex for bluecash everyday! I called and explained the situation and the representative told me my account is in good shape and the only reason that I go declined was because system thought it is a duplicate application based on your current cash magnet application and that is why you got declined. As a result, we review your application manually and you would receive a call soon regarding our decision which would be your approval for the credit card! After 5 days, I receive a mail which is noticed me the amex abide by their decision and I am not qualify for being exception of approval for bluecash everyday! I was shocked when I read that mail as I expected to receive a call and being approved for the bluecash every day credit card! I called amex again afterward and I was told your application can not be approved as you already have the cash magnet credit card! I searched again on the internet and I could not find any policy any where regarding to not be able have both card at the same time! There are many people outside that talking about the benefits of using both card together as a combination! Also, if there was a policy I should know it ahead of applying to not allow them to pull up my credit report account! I need amex to review my account once again and approve my application. Bests, XXXX.
Company Response: Closed with explanation

Timely Response

2018-09-11

Colo Spgs, CO

Struggling to pay your bill

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

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-09-11

Falmouth, VA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2018-09-11

Three Bridges, NJ

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: On XX/XX/2018 I was alerted to fraud in connection to what turned out to be an authorized clone of my American Express Serve Card, resulting in two unauthorized and fraudulent charges in the amounts of {$100.00} at XXXX XXXX Store XXXX on XXXX XXXX XXXX, XXXX XXXX and the other, {$90.00} at XXXX XXXX # XXXX located at XXXX XXXX XXXX, XXXX XXXX, XXXX and yet another in XXXX for a parking meter, in the amount of XXXX. I immediately contacted Amex Serve who told me they could only complete the dispute after the charges were out of pending. They also cancelled my subject card upon my request. On XX/XX/2018, the dispute department processed the fraudulent charges upon those charges released from pending status. On or about XX/XX/2018 I received, completed and submitted a Declaration of Fraud via email. Since then I have spent several hours calling and getting nothing but a run around from the dispute department located in some 3rd world country who only repeats keep an eye out for an email, the investigation is ongoing and we can not issue a credit. 'We have 45 days. They also have told me they do not have my money, that XXXX XXXX and XXXX XXXX do, get it from them. They have lied that they are actively investigating, evidenced by my conversation today from both XXXX XXXX and XXXX XXXX, that the Amex Serve dispute department has NOT submitted any dispute documents at all since the dispute was noted as received. It is obvious that I am now being defrauded yet again, by American Express Serve Service as issued and run by American Express Travel Related Services Company , Inc . Today, XX/XX/18, I faxed letters to XXXX XXXX VP at American ExpressServe serviced and issued by American Express Travel Co Inc. and to the General Counsel and CEO of Rite Aid, and faxed letter to XXXX XXXX Corporate. I contacted the XXXX precinct for direction on filing a report, and was advised to do this in NJ, where I reside. I will be filing that report in the township where it is believed the fraudulent clone took place. it appears that American Express SErve has no intention of doing anything to facilitate the return of my approximately {$200.00}. Also, the transaction dates showing on Amex Serve are false, all three fraudulent transactions occurred on XX/XX/2018. XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-09-10

Discovery Bay, CA

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
Complaint: I have lodged disputes with XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and American Express with the belief they have reported negative items to my credit report not in compliance with Consumer Protection Law. Specifically, the FCRA and the FDCPA. I most recently requested them to investigate beginning in XX/XX/XXXX, with subsequent requests in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have also asked for assistance from each of the credit bureaus.
Company Response: Closed with explanation

Timely Response

2018-09-10

Santa Rosa, CA

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-09-10

Westfield Ctr, OH

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I received an email on my XXXX prepaid credit card that a fraud alert occurred on my account I immediately declined the transaction and the called XXXX XXXX number told them the transaction was fraudulent and to decline, they told me I had to file a dispute, which I did when I received there paperwork, they are now telling me it will take 45 days to receive my money, back this is a prepaid card, that I load money to, and I have protections and rights they let the transaction go through, after I explained to them I don't live in florida where the transaction occurred, and that I never give my information or my card out to anyone, The Date I declined the Transaction was XX/XX/2018 for XXXX # XXXX in XXXX XXXX FL Transaction XXXX I immediately cancelled my card and changed my email passwords. However on XX/XX/18 they allowed the transaction to complete, And I filed the Official Declaration if Fraud with there company. After they emailed me the forms 7 days later Now they are telling me I may not get my money back. I cant Afford this The Phone Numbers I have called is XXXX
Company Response: Closed with monetary relief

Timely Response

2018-09-10

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

2018-09-10

Chicago, IL

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief

Timely Response

2018-09-09

Ft Lauderdale, FL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Attempted to purchase from XXXX XXXX XXXX aka XXXX XXXX {$130.00} for school uniforms online XX/XX/2018 AMEX refunded money when same company did not retrieve payment from my account on XX/XX/2018. Assuming AMEX error placed a 2nd order {$120.00} paid for via my XXXX card. These items were received. One week ago AMEX gave me a NEGATIVE balance for {$130.00}?? They FORCED a payment to XXXX XXXX XXXX. Then DEBITED {$130.00} when my Social Security check was just deposited. On the SAME day the COMPLAINT was filed. Did not perceive my bank and merchant were thieves. Filed a complaint with AMEX. Claim it takes 45 days to Credit my account. Spoke with XXXX XXXX ( XXXX ) on XX/XX/2018. They transferred me to XXXX XXXX ONLY able to leave a message. As above date zero RSVP. Please Help. I am on a fixed income just trying to help my grandkds. I am accustomed to paying for ny own mistakes NOT the mistakes of others.
Company Response: Closed with explanation

Timely Response

2018-09-09

Problem when making payments

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

Problem during payment process
Complaint: In ( I believe ) XX/XX/2018, my XXXX XXXX XXXX card switched to AMEX. I received some communications re : this transfer, but I never received my card. I continued making payments to XXXX, until I received a bill from AMEX. I tried to call AMEX to make my payment, but I needed my account number to get through to someone ... which I didn't have because I never received my card. I could also not login online to make a payment for the same reason. I went ahead and scheduled the payment through my bank using the last four digits of my account number, which is all the bill provided me. This payment was never processed and after several months my bank informed it was returned by the payee. I did however receive a late notice from AMEX and finally was able to contact someone to process my payment. They removed the late fee, but I believe this may have negatively impacted my credit report. They refused to tell me if it did or not, but my credit score did drop in spring 2018. The transition from XXXX to AMEX was not done well -- the calling/login systems should not be dependent upon receiving the card. I'm stationed overseas with the XXXX and we often have delays in receiving mail or do not receive mail altogether.
Company Response: Closed with explanation

Timely Response

2018-09-09

Manor, DE

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with monetary relief

Timely Response

2018-09-09

Brooklyn, NY

Problem with a purchase shown on your statement

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

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

Timely Response

2018-09-09

WI

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
Complaint: On XX/XX/XXXX I called American Express ( XXXX ) to redeem cash rewards on my Blue Cash Everyday Card. The person I spoke with processed my cash rewards and encouraged me to sign up for the Blue Cash Preferred Card ( {$95.00} annual fee ). My current card has no annual fee. I said I would need to determine that the increased rewards on the card being offered would more than offset the annual fee on that card. I was told that inXX/XX/XXXX I made {$4900.00} in purchases at supermarkets and {$6000.00} at gas stations. Those figures confirmed the increased rewards more than offset the annual fee of the new card. I agreed to change to the new card. Later the same day, I thought the purchases given to me seemed excessive. I have all my statements forXX/XX/XXXX and they are available on my personal American Express credit card account page. I totaled my purchases for XX/XX/XXXX at supermarkets and gas stations at {$1800.00} and {$2100.00} respectively. I've since cancelled the change to the new card. To date I haven't incurred any loss as a result of this matter. If that changes in the future, I'll proceed settle this matter.
Company Response: Closed with explanation

Timely Response

2018-09-09

Nyc, NY

Trouble using your card

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

Can't use card to make purchases
Complaint: American Express continues to approve my credit card applications and then before the card is mailed to me, cancel the card, claiming that I have " abused the error billing process. '' The accounts that they claim abused the error billing process were fraudulent and American Express has since removed them from my credit file ( per the attached response from an earlier CFPB claim ). That said, my applications are still being approved but then cancelled. I demand American Express rectify this on their end immediately and allow me to open a credit card, given the accounts they claim abused their error billing process have been proven to be fraudulent and have since been removed from my credit file.
Company Response: Closed with explanation

Timely Response

2018-09-09

Oakland, 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
Company Response: Closed with non-monetary relief

Timely Response

2018-09-09

Matteson, IL

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

2018-09-08

Orion Twp, MI

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with monetary relief

Timely Response

2018-09-08

Ft Trumbull, CT

Other features, terms, or problems

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

Other problem
Complaint: My Bluebird account was previously linked to a prepaid debit card ending in XXXX as a funding source. This card, issued by XXXX XXXX XXXX, was reported lost/stolen and a replacement card ending in XXXX was sent. I attempted to link this card, issued by the same bank, to my Bluebird account and the error messaged I received stated I need to check billing address and or CID code.. Prior to this, I received a different error message stating there was some type of system error and to try again later. I received varying different reasons for such error, three in total. Most recently, I've encountered a different error message when the same card type was linked prior, as stated before. Again, I received varying reasons for the error, the first gentleman I spoke with stated he could see my card linked on his end and that I needed to verify trial debits on my card, he instructed me to go back on Bluebird site to verify such debits. He was explained several times that I do not see what he is seeing on his end and that it showed my card was NOT in fact linked. A person by the name XXXX XXXX replied stating again that a prepaid debit card is not allowed as a funding source when such card was in fact linked prior.. This is the same individual whom refused to investigate fraud charges made on my account and had to resolve some of them directly with merchant, XXXX XXXX XXXX XXXX, he or she finally relented after numerous CFPB complaints and decided to investigate charges made from XXXX in which someone payed a " freakslette '' two amounts of XXXX and XXXX on XX/XX/XXXX using my card. Additional fraud transactions to XXXX XXXX XXXX XXXX were resolved after filing complaints against merchant directly. As you can see, this individual will not relent unless repeated complaints are filed and has directed me to call Bluebird and ask for " FLOS '' department with questions about this matter ... No further calls will be made, complaints will be filed instead as I've already made attempts to resolve directly, which have gone nowhere. Their service is very poor to say the least and only offer useless apologies for it.
Company Response: Closed with explanation

Timely Response