AMERICAN EXPRESS COMPANY

2019-10-18

Dallas, TX

Problem with a purchase shown on your statement

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

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

Timely Response

2019-10-18

Beverly, 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
Company Response: Closed with monetary relief

Timely Response

2019-10-18

Jersey City, NJ

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

2019-10-18

Santa Ysabel, 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 monetary relief

Timely Response

2019-10-17

E Brunswick, NJ

Other features, terms, or problems

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

Other problem
Company Response: Closed with monetary relief

Timely Response

2019-10-17

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with non-monetary relief

Timely Response

2019-10-17

Minneapolis, MN

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2019-10-17

Port Jervis, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with explanation

Timely Response

2019-10-17

Jacksonville, FL

Getting a credit card

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

Problem getting a working replacement card
Company Response: Closed with explanation

Timely Response

2019-10-17

Bellview, WV

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 explanation

Timely Response

2019-10-17

IL

Problem when making payments

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

Problem during payment process
Complaint: This summer I was a victim of employment fraud that involved American Express. I currently am obtaining information from the federal authorities on three continents as to the results of their investigation. The fraud department at American Express has been wonderful in working with me however, in theses changing times the current definition of fraud is insufficient. The card possession rule does serve to protect your customers as well as it used to. My case is a good example of how criminals are exploiting American Expresses procedures with other banks and in my case, XXXX XXXX XXXX. Specifically, my injury occurred between the time I submitted the payment and the time the charges came back as reversed/ insufficient funds. I would have expected XXXX XXXX XXXX to know who their account holders were as directed under the US Patriot act for banking. Second, I would have expected that American Express and XXXX XXXX to have alerted me to the fact that this reversal of funds/ insufficient funds in a reasonable amount of time. My experience was 26 days! During that time I saw payments post with clarity and available funds replenish my account.
Company Response: Closed with explanation

Timely Response

2019-10-16

Georgetown, IN

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

2019-10-16

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: XX/XX/2020- Purchased American Express prepaid card from XXXX in XXXX XXXX Va. Card said it would automatically activate once used. Called customer service and asked if I could use overseas. They said yes. Time of call to customer service was XXXX eastern standard time. XX/XX/2020-attempted to make a purchase online for travel authority at XXXX. Purchase was declined. XX/XX/2020-attempted to make purchases in XXXX XXXX. Card was declined 8 times. Called customer service. They charged me a XXXX maintenance fee, made me give social security number, address, phone number, etc. To register the card even though the card said when purchased, that I didn't have to register it. Stayed on the phone from XXXX to XXXX. Results were that they cancelled my card and mailed a new one to an address I no longer live at. I asked what was I supposed to do? Customer service told me that I would have to wait. I had someone go by the post office daily. They got it. Paid money to send it to XXXX. I get it and try to use it. Declined. Call customer service to register it, again. They say card is activated. Try to use ATM in XXXX, per request of Customer Service. It declined. I contacted XXXX from XXXX via American Express and she told me that there is nothing I can do and they will take fees out monthly until the card closes and I will not get any of my money back. XXXX is the highest supervisor that anyone would let me talk to and she said her boss doesn't deal with customers. I can not attach documents. I'm over seas and do not have access to my money via American Express so I can't use a computer. This isfrom my phone and attatched to someones wifi
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Alpharetta, GA

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

2019-10-15

VA

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: American Express has repeatedly called several of my family members. The have contacted my father two times leaving voicemails stating the nature of his call and left for specifcally adressing me not my father, the last call/voicemail was left on XX/XX/2019. They have contacted my brother XXXX XXXX twice and left voicemails stating the nature of their business and specifically adressing me not my brother. The most recent phine call/voicemail to my brother was on XX/XX/2019, also during which he stated that i have failed to address the issue with him several times now. It is the same person named XXXX? who claims to be my senior account manager. I spoke to a person with American Express in early XXXX and discussed my financial situation and that i could not pay the debt currently. They have now chosen to harrass my family members and attempt to tarnish my image with them.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-15

Cowan Heights, CA

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Company Response: Closed with non-monetary relief

Timely Response

2019-10-15

Cordova, TN

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

2019-10-15

Murrieta, CA

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 explanation

Timely Response

2019-10-15

Staten Island, NY

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: PER MY BILLING RIGHTS PAGE 8 OF 10 ( SEE ATTACHED ) AND FCRA REGULATIONS I HAVE INVOKED MY CARDMEMBER RIGHTS. IT STATES IF YOU ARE DISSATISFIED & HAVE TRIED TO CORRECT THE PROBLEM, YOU MAY HAVE THE RIGHT TO NOT PAY THE REMAINING DUE ON PURCHASE, IN THIS CASE ITS THE FULL AMOUNT. I HAVE CORRESPONDED WITH AMERICAN EXPRESS DISPUTE SPECIALIST XXXX AT XXXX. American Express isn't resolving a disputeabout a purchase on my statement Chargeback reason : Received goods and or services that are different than the written description provided by the merchant at the time of purchase BACKGROUND SUMMARY OF DISPUTE : On XX/XX/2019 I purchased a round trip Business Class Airline ticket for my Fianc. I reviewed XXXX XXXX travel classes and selected business class based on the criteria listed on your website which included the following : the full sleeper flat bed, 30 seat width, and fully movable headrest. Based on the dates of travel and flight availability from NY to XXXX, I selected business class flights with a connection ; however, XXXX XXXX pulled a bait and switch and provided economy seats Calls to XXXX XXXX customer service did not get resolution. On XX/XX/2019 I sent formal complaint to XXXX XXXX ( please see attached ). On the same day I received auto generated reply stating that they would be in touch with me shortly. I spent almost 5 weeks reaching to XXXX XXXX asking for assistance and resolution. On XX/XX/2019 I contacted American Express and invoked my consumer billing rights, and requested that a dispute be initiated for XXXX XXXX Transaction, and {$2500.00} was placed into dispute. I provided American express extensive details and supporting documentation, which has been included with this complaint. On XX/XX/2019 I received a letter from American Express stating they are rebilling my account because XXXX XXXX provided a copy of the receipt stating " please be advised that this is the best copy of documentation that we could obtain from the merchant ''. I immediately contacted American Express billing dispute and shared concerns that a determination was made with investigation into the specific concerns of receiving goods or services that are different than the written description provided by the merchant at the time of purchase. I insisted on the dispute be reopened and investigated. So, the dispute was reopened. On XX/XX/2019 I received a letter American Express stating that they are rebilling my account because there is no recourse, referencing supporting documentation that was. provided in the XX/XX/2019 letter. This was the second time, the billing issue was not investigated. How can a conclusion be made when there was no research or information reviewed from the merchant? The information that I provided to American Express for the dispute investigation has overwhelming evidence to support that goods were different than the written description provided by the merchant at the time of purchase. Where is the information and documentation that XXXX XXXX provided to American Express, that led to the determination of rebilling me for transaction? The reason I reached out to American Express for help is because XXXX XXXX was unresponsive. Not only did American Express fail to investigate this twice, a conclusion was reached with no documentation review or analysis from the merchant, but now they recommend that I made additional attempts to contact an unresponsive merchant. This leads me to think that XXXX XXXX made empty promises of resolution to American Express to extend this matter past the 120 days established by American Express, knowing that the credit company will not help after this 120 day deadline.
Company Response: Closed with explanation

Timely Response

2019-10-15

Hamburg, MN

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I received a check from my mortgage refinance to pay off my American express personal loan. The check was drawn by my title company and addressed to American express loan with my name and account number as the remitter. American express received this check and credited my account on XX/XX/2019. They credited the account the amount of {$20000.00} however, I only owed {$20000.00} therefore having a {$640.00} overpayment on the loan. I called American Express on XX/XX/2019 to check on a refund check which I was told should have taken 7-10days after my payment was credited. The CS rep said he will file a case and have the money sent to me in another 7 days. I called back today XX/XX/2019 but was told they did generate a credit however on checking further my refund check was sent to the bank that issued their payoff check. American express does not have a relationship with my title company who issues their payoff check on my behalf. it was just ridiculous how the customer service rep could not understand how that is an error on their part. They sent a check out with zero information not knowing where it goes when they have my customer profile and correct address on file to issue a refund check. I asked for a resolution and that they expedite the refund to me. The supervisor I spoke to whose name and ID I wrote down seem extremely incompetent and doesn't know how to handle customer resolution. I would like my refund check back and like the process to be expedited since they will not be paying me interest for the days they are holding my finds. This has been the worst customer experience ever just to get my money back. I have been a loyal customer that made m payments monthly automatically. This is no way to be treated at all.
Company Response: Closed with monetary relief

Timely Response

2019-10-15

Evans, GA

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response

2019-10-15

Torrance, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Overcharged for a purchase or transfer you did make with the card
Complaint: American express blue prepaid card XXXX XXXX XXXX, code XXXX, expiration XX/XX/XXXX charged me {$2800.00} without my permission or authorization for a car rental which was already prepaid. They took {$900.00} I had on my account at that time, plus left unpaid balance, and fees American express imposed. It happened in XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-10-15

CT

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: hi, My delta gold was cancelled due to a mistake. A few days ago, I called amex to reinstate this card. But Amex still clawed back the welcome bonus. I called Amex and was told there is no way to credit back once the miles are clawed back. But clearly my card is not cancelled but amex just refused to credit back my miles.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-15

Henderson, NV

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with non-monetary relief

Timely Response

2019-10-14

San Francisco, 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 explanation

Timely Response