AMERICAN EXPRESS COMPANY

2018-08-20

Woodbridge, NJ

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

2018-08-19

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

2018-08-19

IA

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
Complaint: I previously submitted a complaint with the CFPB and was told of the resolution stating to call American Express. I did, and XXXX XXXX happened to be online, though i was unable to speak with him. However, the rep i did speak with did talk to him. He stated he had no idea what i was talking about. Even the rep said it is unheard of for any refunds, returns, or compensation. After over an hour an 15minutes waiting for a resolution, I was hung up on. No reply to the email I sent. A quick XXXX search of XXXX XXXX shows a vast number of reports against him. He is an employee of American Express. But either he is a massive liar, or people are using his stamp. Most likely he just fills out a general statement and doesn't expect follow up or follow through. Either way, my resolution ... as great as it sounded ... was fake. I was even informed that FLOS, the department i was told to contact, NEVER deals with this type of issue and they had 0 idea why I was told to contact them. I simply want this fraudulent company to own up to their deceipt.
Company Response: Closed with monetary relief

Timely Response

2018-08-18

Jacksonville, FL

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 XXXX has inquires on following dates that I dont recognize and didnt authorize. These are on my XXXX credit report. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX American Express has inquiry on following date that I dont recognize and didnt authorize and this is on my XXXX credit report. XX/XX/XXXX XXXX XXXX has inquiries on the following dates that I dont recognize and didnt authorize and this is on my XXXX credit report. XX/XX/XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-08-18

Bohemia, 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: AMEX has refused to chargeback {$4000.00} despite the fact that I was victimized by a con scheme at a time I was grieving the loss of my husband. The circumstances are as follows. My husband of 58 years, XXXX XXXX XXXX XXXX died on XX/XX/2018. His Obituary was published on XX/XX/2018. On the same day, I received a telephone call from an imposter posing as " Officer XXXX XXXX '' who stated that my grandson, XXXX XXXX has just been XXXX for XXXX and XXXX XXXX XXXX. He put another imposter on the telephone acting as my grandson who said : " I know this is a bad time ( crying ). Please don't tell my father, I'll tell him myself. I'll pay you back. I'm innocent. '' The " detective '' said that to clear my grandson, I needed to purchase two {$2000.00} XXXX XXXX gift cards. Flushed with agony, I immediately purchased two {$2000.00} gift cards using my AMEX credit card. The " detective '' instructed me to give him the gift card numbers and destroy the card. I gave him the numbers but did not destroy the cards. Hours later I began to realize that I had been victimized at a time when I was most vulnerable. I promptly reported the episode to the Police. A copy of the Report is annexed together with the Obituary and the AMEX denial
Company Response: Closed with explanation

Timely Response

2018-08-18

Knoxville, TN

Other features, terms, or problems

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

Problem with balance transfer
Complaint: XX/XX/18 - applied online for credit card, was approved, requested a balance transfer in the amount of {$1500.00} to my creditor. This was for a 0 % interest and no transfer fee if completed by XX/XX/XXXX. This amount was within the amount of approved credit amount. I had checked my email which directed me to check the status of my balance transfer it had stated that I was approved for the {$1500.00} balance transfer. Around XX/XX/XXXX did an online chat to ask why the balance transfer still had not gone through, was told to call the creditor that held my balance because it was not accepted by them. XX/XX/18 contacted the credit card company again asking why the transfer was not sent in they asked me to tell them what the account number was because my creditor had declined the payment they sent in. Found out that one of the numbers of the account number was incorrect. I gave them the correct number they stated that it would be sent through within 3 -5 days. XX/XX/18 XXXX XXXX, contacted the credit card company again because it still had not been paid to my creditor. I had to talk to several different people in customer service and the balance transfer department because I kept getting disconnected every time they put me on hold. They did say that it would be sent out again but could not promise that it would fall within the XX/XX/XXXX date and I may not receive the advertised interest rate. They were of no help basically and I asked for a manager which did not speak to me at the time. XX/XX/18 XXXX XXXX, I called the credit card company and spoke to a customer service agent who told me that it had been taken care of and the check would be sent out the next day to my creditor for the balance transfer and that I would get the 0 % and no transfer fee because it had been approved. I went back online to check on the decision by the credit card company and this is what it said. DECISION DATE : XX/XX/18 PAYEE NAME - XXXX XXXX XXXX XXXX REQUESTED AMOUNT : {$1500.00} APPROVED AMOUNT : {$1500.00} CHECK TYPE : paper CHECK ISSUE DATE : XX/XX/18 CHECK STATUS - stopped CHECK NUMBER - XXXX This clearly tells me that the amount was approved and that is was sent to my creditor and that it was stopped ( because the account number was incorrect ) if it had been correct it would have been paid to my creditor. I have since then received a letter dated XX/XX/XXXX and another dated XX/XX/XXXX from this credit card company stating that unfortunately they were unable to approve the balance transfer. And that balance transfers must be requested no later than 30 days after the date my account was opened. So in other words I can not receive the 0 % and no balance transfer. It stated that total balance transfers amount may not exceed the lesser of {$7500.00} or 75 % of your credit limit and can not cause your balance to exceed your credit limit. I have no idea why they did not just send out another check to my creditor once I gave them the correct account number on XX/XX/18, I told them that I received an email stating that I had been approved for the balance transfer and clearly they had sent a check to my creditor on XX/XX/18. I feel they discriminated against me based on my conversation with them on XX/XX/18 when I kept getting disconnected and was bounced from one department to another and they did not like that I was not happy with the fact that I had been approved for the transfer and it still was not going through, or someone did not follow through like they were supposed to and get this through in time. None of the customer service agents or balance transfer agents were of any help to me on the phone. All of the conversations I had was recorded.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-17

San Francisco, CA

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
Complaint: This is per compliant ID XXXX and XXXX In Summary of the complaint : I made two payments to American express of {$3700.00}, and their records have not credited me for both of them, as their correcting entries reversed one of those payments. In the Month of XX/XX/2016 I made two payments to American Express for the amount of {$3700.00} and their records have not credited me for one payment. It is found that the payment of {$3700.00} was moved to an interest pay overtime account., so now Im paying interest for money I payed to American Express in addition to them stating I owe {$3700.00}. The cause is that in XX/XX/2016 I paid twice, one manual and one auto-pay both for {$3700.00}. I asked for one payment of {$3700.00} to be refunded back to me, and it was refunded, but their processing of this refund seems to be placed in their pay over time account, so I am now paying for monies on the refund and this is an accounting error on the American Express side. This error can be clearly shown in the American Express provided XXXX which is the accounting ledger file and if you compare the numbers amounts to that of the statements we see inaccuracy. The discrepancy occurred in the Month of XXXX and I think it may be been one of these two transactions : 1 ) XX/XX/2016 per Reference : XXXX for XXXX and listed as a credit balance refund. The odd note here is that this refund is listed as a charge to the account. 2 ) XX/XX/2016 per Reference : XXXX for XXXX and listed as an ADJUSTMENT TRANSACTION PROCESSED BY AMERICAN EXPRESS EXTENDED PAYMENT OPTION.
Company Response: Closed with explanation

Timely Response

2018-08-17

Key Biscayne, FL

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: After repeated attempts at asking them to please stop calling me, my employer, my family and close friends, AmEx has continued making harassing phone calls. I am seeking legal action as there have been various FTC breaches with this company.
Company Response: Closed with explanation

Timely Response

2018-08-17

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: On XX/XX/XXXX I opened a card with AMEX under the Platinum services. The agreement was that me, the customer, was to spend {$5000.00} within the first 3 months and if that is accomplished I would receive XXXX membership rewards points. On XX/XX/XXXX I called AMEX to downgrade my card because I wouldn't be using it for its purposes. In doing so, my rewards were downgraded as well. Thus it was agreed over a phone conversation that I would need to spend {$4000.00} in order to achieve XXXX points. Today, XX/XX/XXXX I have not seen any points updated on my account to reflect what I have already spent. As of today I have spent over {$4200.00}, of which has been paid in full and on time and include {$550.00} in annual fees, and only have XXXX points. I have contacted AMEX on XX/XX/XXXX and XX/XX/XXXX. There has been an escalation with XXXX ' attached for reference. I have also since called and online chatted with customer service representatives who give me different answers as to when my situation will be resolved. Some say within a day and others say 6-8 weeks. My concern is that my time period of 3 months will be up and therefore I won't receive anything at all. I have been a customer with AMEX since XXXX and have always paid my balances in full and on time. I feel slighted.
Company Response: Closed with explanation

Timely Response

2018-08-17

Newnan, GA

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

2018-08-17

Bronx, NY

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2018-08-17

VA

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 long-time cardholder with American Express, and received numerous mailings and emails with offers to become a platinum member, along with an associated XXXX bonus points if I spent a certain amount within 3 months, I believe. Last XXXX ( I forget the specific date ), I decided to take them up on their offer. Upgrading also meant that I paid a significantly higher annual fee. I logged into my American Express account, and upgraded my card through the website rather than mailing in the application or clicking on the link in the email ( as I tend not to click on email links from financial institutions on the off chance it's an illegitimate link ). I assumed that American Express was sophisticated enough to link my account with the offers I had received, but I noticed a few months ago that the rewards points had not been applied even though I had spent the required amount in the 3 months after activation. I called American Express and complained that I had not received my bonus points. They told me that there was no offer attached to my upgrade, despite the mailings and emails I received indicating that I was eligible for the XXXX bonus points if I upgraded. They opened a case to look into it, and I heard on XX/XX/XXXX18 that they were declining to give me the bonus points. Therefore, I paid a significantly higher annual fee, and did not receive the accompanying bonus points that were promised to me via the mailings and emails.
Company Response: Closed with explanation

Timely Response

2018-08-17

AL

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
Complaint: American Express has already received an identity theft report from me concerning this fraudulent credit card that was opened in my name, and the representatives have been very rude and unhelpful.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-17

Fdez Juncos, PR

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-08-17

Odessa, 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

2018-08-17

Cherry Hills Village, CO

Fees or interest

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

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

Timely Response

2018-08-16

Heights, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-08-16

65th Infantry, PR

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2018-08-16

Tucson, AZ

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 a problem with my American Express XXXX XXXX XXXX card and i am hoping someone can help me. i was supposed to get XXXX points after spending {$3000.00} in 3 months which i did fairly quickly. In fact, this offer is still on your web page ( screenshot attached ) : https : //online.americanexpress.comXXXX XXXX XXXX XXXX XXXX XXXX Later, we noticed that the XXXX points had not been allocated even though we had spent the money. We called and they promised to open a case and call us back in two weeks. When no one called, back. we called again and found that there was no case registered. We then spoke to your rep XXXX ( ID # : XXXX ) who opened another case ( XXXX ) and has again promised a call-back. Finally, we contacted the CEO 's office and they told us that we would not get the card because we had had the card earlier, which was apparently in some fine print that we were supposed to read. However, our problem is that we are lay people expected to read many layers of fine print but American Express, with its army of lawyers, appears to have committed fraud by loudly proclaiming the XXXX points without being equally loud in stating the exceptions. Also, when we are expected to read an unfamiliar contract, why would they not even know that my application would not qualify, right at the beginning? Also, why would not tell me when they at least gave the card? Or when i made the initial requests until it got to the CEO? Clearly, the intent to commit a bait and switch fraud and hope i would just give up.
Company Response: Closed with explanation

Timely Response

2018-08-16

West Palm Bch, 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
Company Response: Closed with explanation

Timely Response

2018-08-16

Nyc, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: We are having a huge credit score problem. Two months ago, I hired a new nanny for my children. We added a credit card for her under our American Express account for food and household expenses. Our understanding was that our liabilities would not show up under her name. In face, we were told so by American Express. Two months later, my nanny 's credit score was completely ruined : It went from XXXX to XXXX in a matter of days. We always pay off our credit card each month and have never missed a payment. One month, we had a high balance mid-month which showed up on our nanny 's credit report ... even though it was under our names and not her name. I called American Express to explain the issue. She is an extremely responsible person who had a XXXX credit report. How could her credit be ruined because of my balance ( which again, was not an outstanding balance and was paid on time )? American Express again explained that she should not assume the liability and that they will issue a " deletion report '', which will delete our credit card information from her credit report. However, when we contacted the credit agencies, they said that her credit score will not go back after the deletion report. There is simply nothing that they can do. This is extremely unfair that a responsible, hard working person 's credit score can be ruined in such a manner. These balances were never under her name. More over, we were always in good credit standing because we paid this balance off on time. This type of random, aggressive credit score punishment has a major repercussion for her life. She can not rent an apartment or take out loans for other important things in her life. She is a responsible, hard working person who takes care of XXXX young children every day. This is extremely unfair and a failure of the system.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-16

Carver, MA

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
Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : -IN 2018 - I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2018-08-16

San Jose, 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 have the bank account with the XXXX XXXX bank. In 2017 I received the promotional offer for the XXXX XXXX American Express Credit Card, and I applied for it. On XX/XX/2017 my application was approved, and I got e-mail confirmation about this. When I got this card in the mail and activated it online, as a part of the activation process I got online the promotional offer for 10 % cash back for the payments for the service of the Internet providers. This promotion did not say clearly, if it is from American Express or from XXXX XXXX. I clicked " Yes '' button and agreed with this promotion. Unfortunately, my printer failed to print this promotion, so now I have no evidence of it. However, I immediately set up autopay for my XXXX Internet service to this credit card and since that time, significant total amount of the monthly service fee for the Internet was charged to this credit card. However, nobody ever gave me the promised cash back according to this promotion. When I contacted both American Express and XXXX XXXX, none of them was aware of such promotion and none of them was able to find anything about such promotion. Customer services of both banks bonce me between them and totally unqualified for their job customer relations representatives in both banks extremely plausibly pretended to be the total XXXX. I wasted many hours of my life, calling them and writing them messages regarding this issue.
Company Response: Closed with explanation

Timely Response

2018-08-16

Auburn, WA

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2018-08-16

ID

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 filed a dispute in XX/XX/XXXX with American Express in the amount of {$16000.00} dtd XX/XX/XXXX. The charge was from the company, XXXX XXXX. The reason for my filing was this company had their business operations shut down by the FTC for making false claims and misleading consumers. I considered this as a scam and breach of contract. I gave American Express all of the supporting documents regarding the case and let them know that the business operations had been shut down and they denied my dispute twice because they could not contact the merchant ( of course they couldn't the FTC shut them down! ). That is the only reason I was given. Out of 7 different credit card disputes I filed for the same merchant and reason, American Express is the only one that denied my dispute. All the other companies ( XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX ) I'm not sure if this is considered a complaint you would investigate or if I have any other recourse. Please advise. Thank you.
Company Response: Closed with explanation

Timely Response