AMERICAN EXPRESS COMPANY

2018-09-04

Staten Island, 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: I have been a loyal American Express card member for many years, and reach out to you in regards to the current XXXX offer to save 10 % up to {$100.00}. This offer was saved to many of my cards. I spent {$1000.00} on multiple cards, and received the {$100.00} statement credit on each card. I subsequently spent {$1000.00} on more of my cards and again received the {$100.00} statement credit for each card. There was a technical glitch with a few of my business green cards, where the system didn't recognize the charges hence the credits didnt post I had numerous conversation 's withthe American Express online Technical Department, namely XXXX and XXXX, and a case was opened with the Amex offers team to rectify the error. I received a response confirming that " all '' the cards were in fact eligible for the credit, and If said credits didnt post within 90 days they would manually process the credits. Attached is the email received on XX/XX/XXXX asserting the offer is limited to {$100.00} total per card member, and anything above that will be charged back. If American Express considers each card a separate product membership as it pertains to annual fees, it must also consider each card as a separate entity eligible for the offer In question. The fact that all the cards were initially credited, clearly indicated you concur with the above noted contention. The charge backs are dubious and we request they be reversed, anything less that would not fall under the umbrella of fair and honest business practice.
Company Response: Closed with explanation

Timely Response

2018-09-04

CT

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Contacted your employer
Complaint: Received phone call on XX/XX/XXXX from XXXX at my job from an American Express debt collector. I set up payment plan with debt collector that same day and told the debt collector to not call my job again as my job does not accept phone calls from debt collectors. Received another call at my job on XX/XX/XXXX from the same debt collector from XXXX. Other phone number used : XXXX. I am still receiving calls to my job even after setting up payment plan.
Company Response: Closed with explanation

Timely Response

2018-09-04

Palos Park, IL

Trouble using your card

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

Can't use card to make purchases
Complaint: I have been an American Express Customer since XX/XX/XXXX according to their records. I have a very good credit rating and have paid Amex religiously on time every month. I took a trip to visit family taking my Amex which I always do when traveling. On the 2nd day away I received a call from the Amex Account Review Dept. I was told that my account was under financial review and if I did not complete a form allowing Amex to obtain my tax records from the IRS, my account would be canceled. I was in complete shock. I tried over and over to find out why, what I did wrong, and to ask if there was another means of verifying income rather than completing this form. I was told no. I told them I felt allowing access to tax records was extremely invasive. The representative said there was no other option and that the reason I was " under review '' was " proprietary ''. I asked to speak with a supervisor and was told the exact same thing. I was distraught. I also suspected fraud because the Company I knew would never do this. I was reassured after I got off the telephone by others that I was being scammed and Amex would never do something like this. I called back using the number on my card and was rerouted back to the financial review dept. The same discussion ensued. I was distraught. I was given until XX/XX/XXXX to send the form in, but when I tried to use my card to buy my son a birthday present while on my trip, it was declined. Amex apparently suspended my charging ability immediately without informing me even though they said I had until the XX/XX/XXXX. I felt I was in a bad dream and cried. The rest of my trip was ruined. A day or so later I tried to use my Amex Membership Rewards. I had earned & accumulated over XXXX points. But by then I thought this Amex company was capable of anything. I tried to redeem my points and was able to do so until they blocked that as well. I just could not believe it. When I arrived back home from my trip on XX/XX/XXXX, I received a call from the Amex Fraud Unit. He said they blocked the rewards purchase because they wanted to make sure it was me. I do not believe this was the basis considering the other insanity but he unblocked it, I told the representative what happened with the Account Review Dept. and he transferred me to them again only to have a repeat of my previous discussions. The only addition was that I told the representative that I was being treated like a criminal and I wanted to know why. She wouldn't tell me directly but confirmed my suspicion that I might have been singled out in retaliation for another oerson 's account. This is what I explained to Amex and this is my suspicion regarding why they are abusing me : My mother is XXXX years old in a nursing home and was an Amex customer. As her XXXX progressed, she started making purchases she could not remember she had. My sister and I took the card to keep her from making further purchases. I requested authorization from Amex to pay my mother 's card out of her funds NOT mine. Her account was on autopay. As she had to apply for benefits for her care, her account spending was monitored. I revealed to the nursing home that she had an approximately {$1500.00} Amex bill that needed to be paid ( only the minimum due was being paid ), I was hold I could not pay that for her out of her account because that money was for her medical care and nursing home. I then called Amex to let them know that my mother was out of funds. They said ok but commenced calling my house repeatedly to speak with her even when I told them she does not live with me NOR do I have financial responsibility for her account. My contact information was used only because she has no household address nor is she mentally competent to handle financial matters or anything at all, The agent hinted my suspicion could be correct but quickly said she could not discuss my mother 's account with me because I DO NOT have financial responsibility for it. Additionally, I pulled out a copy of my 1040 and read my adjusted gross income to her which was higher than the number Amex said I previously reported to them. I offered several times to give them a redacted copy of my 1040 but I was refused and was told they would only accept my completing the IRS form giving them access to my records. If they are trying to confirm I am not financially responsible for my mother it's easy to prove. I file taxes as a single person, If they want to confirm my adjusted gross income on my 1040, I can prove that. I just know it is unethical, inappropriate, invasive, and abusive to ask for access to my IRS tax records ... ..especially with no apparent legitimate reason. What was my crime?????? I called the Amex corporate office on Friday, XX/XX/XXXX and was given an email address to the Chairman 's office. My thinking there was surely no way he would want a loyal customer to be treated in this manner. I have received no response from this to date.
Company Response: Closed with explanation

Timely Response

2018-09-04

Sundance, WY

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
Company Response: Closed with explanation

Timely Response

2018-09-03

Plymouth, FL

Problem with a credit reporting company's investigation into an existing problem

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

Was not notified of investigation status or results
Company Response: Closed with explanation

Timely Response

2018-09-03

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
Company Response: Closed with non-monetary relief

Timely Response

2018-09-03

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: This complaint is being filed regarding a {$170.00} charge from XXXX, originally {$270.00} - but I received a refund from XXXX in XX/XX/2018, so the total amount still being disputed {$170.00}. I have disputed this charge four times with American Express due to the fact my sister and I were kicked out of our hotel room at the XXXX XXXX on XX/XX/18 at XXXX after I had a XXXX XXXX. We did not cancel the reservation, we were kicked out of the hotel by their staff. I have explained verbally via phone and provided detailed documentation ( including a XXXX and Texas Attorney General complaints ) of exactly what occurred at the hotel that evening to American Express four separate times in filing disputes. To respond to my dispute, XXXX has provided the cancellation/non-refund policy of the hotel, and stated lies that include I assaulted a security person with my room key - which I did not. See XXXX pdf for messages from American Express as a result of the 2nd and 3rd disputes and pdf 's ending in -XXXX and -XXXX ; these pdfs being the same document that was sent to me as part of the response for the 2nd and 3rd disputer. It is very frustrating to me that the 3rd disputer was closed after I went into a very great detail when filing my 3rd dispute and was told by the American Express customer service agent that the response from the company should not have been accepted as this was not a cancellation attempt by me the customer so the cancellation policy has nothing to do with the dispute. My complaint today is that American Express is not protecting me - the customer - against XXXX non-responsive responses to the disputes filed. I fully understand the no cancellation/refund policy of XXXX/the hotel. However, I did not cancel the reservation - the hotel kicked us out in the middle of the night. American Express is accepting the same irrelevant and nonsense response regarding cancellation policies from XXXX each time as an answer to the dispute I filed, but their response is not responsive to the reason for the complaint. I have called and talked to American Express customer service when filing these disputes and have been told that the response from the hotel is not responsive and a new dispute will be filed, twice now. I'm worried that this 4th dispute, filed today, is going to result in the same non-sense, non-responsive response from XXXX and American Express is going to accept that response again and close my dispute, leaving me on the hook to pay {$170.00} for a hotel I was erroneously and illegally kicked out of.
Company Response: Closed with explanation

Timely Response

2018-09-02

Rosemead, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-09-02

Discovery Bay, 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: Over the summer, my Gold card was enrolled in Spend $ XXXX/earn XXXX points with American Express . I met the criteria spending a total of {$12000.00} but have not received my points. I escalated my concern to Ms. XXXX XXXX, Executive Assistant for American Express, who informed me that I had already received those points in XX/XX/2018. The situation in XX/XX/2018 involved me relocating from XXXX to XXXX and, after speaking with an AMEX representative on the phone and updating my mailing address, the Blue AMEX credit card was incorrectly mailed to my old address American Express had not updated my address. Ms. XXXX stated that because of the inconvenience, I would be eligible for XXXX if I spent {$4000.00} on my other AMEX credit card the Gold card. I met the spending requirement and received the XXXX points in XX/XX/2018. The two situations are completely different : the XXXX points I received in XX/XX/XXXX were a customer service initiate for sending my Blue AMEX card to the wrong address ; the overnighted a new card to me, since I had not received in my credit card in 2 weeks. This situation involves promotional points that I rightfully earned by spending {$12000.00} over the course of three months and am eligible for XXXX points. I have a screen shot of the conversation I had with an AMEX customer service representative in addition to the confirmation codes for the three separate times I met the criteria for XXXX points.
Company Response: Closed with explanation

Timely Response

2018-09-01

Houston, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX XXXX XXXX there is a hard inquiry on my credit report, I have not applied for any type of credit card from them. I don't know who keeps trying to get credit under my name but it needs to stop. XX/XX/2016 when the pull occurred.
Company Response: Closed with explanation

Timely Response

2018-09-01

Ft Lauderdale, FL

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: I was referred to the American Express Platinum card by my son in law, who speaks so highly of American Express. I applied for the card and was approved. I learned later on the same day that the card carries an annual fee of {$550.00}. Upon receiving my Platinum card 2 days later, I called American Express to have my card converted to an American Express Green Card ( which has a promotional offer of {$0.00} 1st year annual fee and then {$95.00} thereafter each year ). I was told that I am not eligible for any promotional offers on the Green Card since I am downgrading the account. I explained that I am new to American Express, my Platinum account was opened lass than 3 days ago, I hadn't used my account yet, and felt it was unfair. I was told the the all of my promotional offers on the Platinum account will be null and void ( which I agree with since I was downgrading to a Green Card ) ; but I was also told that all promotions on the Green Card will be unavailable. The promotion for the Green Card is : 1 : ANNUAL FEE : The American Express Green Card will have a {$0.00} introductory annual fee for the first year of Card Membership. Also, if you add an Additional Card to your account at the time of application, you will not be charged an annual fee during the first year of the Card account for such Additional Card and any other Additional Cards up to 5 in total. After the first year, the annual fee for the Basic Card will be {$95.00} and the annual fee for the Additional Cards will be {$30.00} for up to 5 Additional Cards. If you add an Additional Card to your account following your Basic Card application, you will be charged an annual fee of {$30.00} for up to 5 Additional Cards. The annual fee for the sixth or more Additional Cards is {$30.00} for each Card. 2 : In addition, at the time of approval for my Platinum Card, there was an offer for the Green Card that allowed me to obtain XXXX Membership Reward Points if I spent {$500.00} within the first 90 days. I reviewed the Terms and Conditions online : XXXX : XXXX # offer-terms There is nothing in the terms and conditions which states if I downgrade my card, before using the card, I will not be allowed to take advantage of promotional offers on other products I might choose to downgrade to. I am being forced to lose all promotional offers or continue with an account that has an annual fee of {$550.00}. I should have the freedom of choice without sacrificing promotional offers advertised to the rest of the world.
Company Response: Closed with explanation

Timely Response

2018-08-31

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

2018-08-31

Burkburnett, 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
Company Response: Closed with monetary relief

Timely Response

2018-08-31

Los Angeles, CA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/2018, I was told by American Express that I could process payments online. I spoke to the office of the president. On XX/XX/272018 I was told again that I would be able to make a payment online, print my receipt for proof. On XX/XX/2018 I was told that if my payment was made that my credit would be protected. I want American Express to open up the account online to receive the payment and make sure Not to negatively report my account. American Express can not report you negative, tell you that you can make a payment online to pay you balance ( on a recorded line ), then not fix a time sensitive matter error on my account Today I still have not been able to pay the way I was promised and mitigate this issue as promised by the Office of the President They have made yet another mistake and this time I would like XXXX XXXX 's office to be made aware of this and contact me immediately XXXX XXXX adnd his team has informed me that the reported errors on behalf of the credit department and dispute departments thus far will only be mitigated by my paying the entire balance, and that I was grate ability to pay online and print my receipt. They did not open the access for me to pay as promised. XXXX XXXX office will also need to be notified to help rectify this urgent mishap on behalf of American Express They close my account prematurely and in error as a result of documented negligence on behalf of their dispute departments. My payment needs to be posted online as promised and my credit and the integrity of my account needs to reflect my efforts to stay in compliance with American Express policy, while American Express communicated false practices ( on recorded telephone calls ) and promised to place the account in disputed and it never happened. Then demand immediate payment. Well, I have attempted again to comply and need to speak to someone on the telephone immediately and I want to make an ONLINE PAYMENT and be finished with this incompetence. Thank you.
Company Response: Closed with monetary relief

Timely Response

2018-08-31

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

2018-08-31

AZ

Problem when making payments

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

Problem during payment process
Complaint: American Express committed Breach of Contract and then went on to lie about everything, Leaving in a position where I was placed in a bad light with other creditors and when we questioned AmeEx, they simply responded with more lies. I ask that you have them turn over the recorded telephone conversations, where the agreement was clearly stated. XXXX XXXX XXXX XXXX. Dear XXXX, these are the gross LIES that I receive for an answer from AmEx. May I ask that they provide you with the recorded phone calls and the other statements which they say they advised me of. Complaint XXXX about AMERICAN EXPRESS COMPANY Were obligated to accurately report the status of your account We are obligated to report factual information to the credit reporting agencies. We do not have authorization or control over the calculation of credit scores or the impact that reported information has on those calculations. Your account was last reported to the credit reporting agencies on XX/XX/XXXX, as 30 days past due we may suspend the feature. If you had not changed the agreement about granting a sort of credit-line in a special authorization which was done through a recorded telephone call, I would not be in this position now. YOU LIE and I want a copy of those recorded phone calls because they PROVE THAT YOU LIE. The agreement wasand was recorded that way in at least 5 different occasionsThat I would be allowed to spend XXXX, XXXX throughout the month of XXXX and would be paying over time after XXXX. Each time that I would make an expenditure, I would consult with your office and it was approved. We may suspend account features We sent the enclosed letter dated XX/XX/XXXX, advising a spending limit had been placed on the account. We also sent the enclosed letter dated XX/XX/XXXX, letting you know the Pay Over Time feature on your account had been suspended. These letters provided the reasons for our actions. You continue to lie and breach the agreement, as your letter, the one you claim you sent on XX/XX/XXXX, came three days after the fact. That is, you had gone back on your word ( which is obviously worthless ) on my authorization to last until the end of XXXX and left me hanging with everything in the air. Unable to cover the expenditures for that month so I could begin paying in XXXX, as was the agreement you now so cowardly deny. We listened to calls We listened to the available phone calls you referenced and found that, although we provided correct information, we had an opportunity to clarify the additional steps you would need to take to move charges to your Pay Over Time balance. We apologize for any frustration this has caused. We made sure to provide feedback to the appropriate leader about this experience. Here, with these words, you again LIE SHAMELESSLY :, we had an opportunity to clarify the additional steps you would need to take to move charges to your Pay Over Time balance. That, of course is an outright LIE ; you never said such things in any conversation. It is so foul that instead you told me that the PAY OVER TIME FEATURE was already included in my account. You also XXXXIE OUTRIGHT by stating here that : We made sure to provide feedback to the appropriate leader about this experience. You never did ; all there was, was the agreement as originally stated and in the recorded phone conversation. We regret that you were not satisfied with your experience. We are committed to providing the level of service you want and deserve. We appreciate you sharing your feedback as it helps us with our ongoing process of creating a better customer experience. Thank you for your Card Membership since XX/XX/XXXX. We thank you for the opportunity to clarify your concern and hope to have answered your questions. You also LIE throughout this last paragraph that it does not deserve an answer. XXXX XXXX XXXX XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-08-31

Bay Shore, NY

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-08-31

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 attempted to call AMEX customer service via phone on XX/XX/XXXX and spoke to a supervisor with no success. Amount in dispute as of XX/XX/XXXX is {$5500.00}. I received the XXXX 10 % cash back offer on my XXXX XXXX card. I possess numerous Authorized accounts that had the same offer. AMEX allows the primary account holder to add additional members to their accounts. Each new member would receive an unique account number and treated as an additional authorized user. I added the offer to each of additional member 's account and made the eligible purchases and received credits. On XX/XX/XXXX, I received 42 emails telling me to expect reversals on those credits that I received. As of XX/XX/XXXX I noticed {$5500.00} in reversals. The fine print of the offer states the limit was per card member than primary account holder or " card across all Amex Offer channels ''. Members receive a notification email for each qualifying purchase. The email states that " if they meet the terms of the offer, you will have successfully redeemed the offer '' by logic, if terms are met AMEX will issue the credit. AMEX proceeds to issue a credit a few business days after the notification email. The credits would serve as a notification that the member qualified for the said offer. Members have no reason to doubt they did not the meet the terms of the offer due AMEX issuing the said credits. XX/XX/XXXX AMEX decides to change terms and condition of the offer and processes reversals on all the issued credits almost 3 months later. I consider this a breach of contract.
Company Response: Closed with explanation

Timely Response

2018-08-30

TN

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: This company identifies themselves as XXXX XXXX XXXX. The same agent continues to call me twice daily, always around XXXX XXXX and again around XXXX XXXX, now for the past 2-3 months and counting. I continue to block them, but they always use a different number each time they call. The number always begins with ( XXXX ) XXXX. I have a list of these numbers, if needed, in my blocked callers list on my phone. I have asked them to stop calling, but they continue like clockwork. This is a violation of FDCPA guidelines and is pure harassment. I need this stopped.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-30

Bellflower, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-08-30

Santa Ysabel, CA

Fees or interest

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

Unexpected increase in interest rate
Complaint: American Express Simply Cash Account ending in XXXX and XXXX American Express Account ending in XXXX raised my interest rate 5 % on my XXXX statement. I have paid on time and as agreed on these cards and on all cards for the past 10 years. First the representative told me that my fico score had lowered. I asked to speak to her manager and the manager told me that American Express had not raised interest in 5 years and so now they were raising everyone 's interest. I told her this was not true as on both cards during 2018 my interest had been raised 1/4 % 4 to 5 times. I asked to speak to her supervisor after she demeaned my intelligence on the telephone. This is an unfair business practice and they have no right to obtain {$10.00} extra per month per card. I have been an american express customer for 20 years and have no negative information against me. AMEX lowered my XXXX card credit from {$24000.00} to {$2400.00} seriously causing me problems to complete my remodel of my apartment building and to purchase the necessary supplies to run my vacation rental. XXXX card lowered my credit from {$13000.00} to {$3500.00} causing difficulty to supply my units with stoves and refrigerators and to finish the remodel of my building. PLEASE NOTE : I HAVE A SECOND ACCOUNT : CARD NO. XXXX XXXX XXXX : INTEREST RAISED FROM 13.99 % TO 18.99 %.
Company Response: Closed with explanation

Timely Response

2018-08-30

Rossford, OH

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-08-30

Los Angeles, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-08-30

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

2018-08-30

Grovespring, MO

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 subscribed to service for {$1.00} trial fee and cancelled subscription very next day. I was still charged {$27.00} for a full month.My card refused to refund my funds.
Company Response: Closed with explanation

Timely Response