AMERICAN EXPRESS COMPANY

2018-08-03

Las Vegas, NV

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

2018-08-03

Galena, OH

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: My XX/XX/2018 billing period reduced 5 % cash back eligible charges to 1 % because American Express changed the annual tracking period from end of statement date to anniversary of card initiation. However, American Express refused to credit the additional 1 % charges to my required {$6500.00} minimum annual purchase hurdle, thus cheating me out of earned 5 % cash back charges. After explaining the problem on XX/XX/18, XX/XX/18, XX/XX/18, and XX/XX/18 to various American Express customer service employees, I was told that my complaint was accurate but that American Express was not going to credit me the money owed to me.
Company Response: Closed with explanation

Timely Response

2018-08-02

Canton, GA

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

2018-08-02

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Company Response: Closed with explanation

Timely Response

2018-08-02

Keyport, WA

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 signed up for this Gold Delta Skymiles card in XX/XX/2018. It offered XXXX miles after spending {$3000.00} and a {$50.00} statement credit after my first Delta purchase. I didn't receive the bonus miles or that statement credit because American Express said I had held the card before. The terms of the offer never mentioned that I would be ineligible for the offer because I had the card before.
Company Response: Closed with explanation

Timely Response

2018-08-02

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
Complaint: An unauthorized charge dated XX/XX/2018 was made in the amount of {$1800.00} XXXX. I took a taxi from the airport to a downtown hotel and the flat fee was {$40.00} plus I added a {$8.00} tip to the card reader. The taxi driver apparently swiped my card to another device which captured my account number from the magnetic strip. After I left the taxi the taxi driver drove to a location 1.3 miles away and canceled my original transaction and manually entered my credit card number and charged me {$1800.00}. The taxi driver used XXXXXXXX XXXX to process the fraudulent charge. XXXXXXXX XXXX provides for signatures to be recorded by an electronic device such as a tablet and generates a receipt with the location of the transaction indicated on a map. The taxi driver forged my signature on a fake receipt using XXXX XXXX. I received an alert from American Express about the charge which I noticed early on the morning of XX/XX/XXXX and I contacted American Express to tell them that it was a fraudulent charge. XXXXXXXX XXXX sent American Express the fraudulent receipt forged by the taxi driver and closed my dispute and told me that in their opinion it was not a fraudulent transaction and that I needed to resolve the over charge with the merchant myself. The charge to my account is listed as from XXXX and XXXX. I can not find such a company on the internet and assume it is not a legitimate business. I requested in writing that American Express provide me with the legal name and address of the entity charging my account so that I can file a report with the police. American Express ignored my letter and just sent me form letters. I called on several times and requested this information and was told that they could not provide me with the legal name of the merchant. American Express does not investigate fraud and does not provide any customer service in dispute resolutions. I can not get anyone at American Express to look beyond the fraudulent receipt provided by XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-08-02

Leh, NJ

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 non-monetary relief

Timely Response

2018-08-02

Brooklyn, 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 was received some emails from American Express advertising the AMEX Delta Gold credit card. The emails were addressed to me and offer was made to me specifically saying that if I get this credit card I will receive XXXX points after spending {$2000.00} in 3 months, another XXXX points for spending an additional {$1000.00} in 6 months and a {$50.00} credit after I make a Delta purchase in the first 3 months. I also saw the same offer when I logged into my AMEX account to pay for my other credit cards ( I have multiple cards with AMEX ). I decided to take advantage of this offer and got approved right away. I received my credit card at the end of XX/XX/2018 and quickly fulfilled of the requirements for the {$50.00} credit and XXXX delta points. I waited a few months but neither the credit nor the points were given to me. I called AMEX and asked them what the issue was and opened a case to get the points. I was told that it will take up to 8 weeks to get a decision but did not hear back from AMEX. I called and called and there was no resolution. Finally, they informed me that since I had this credit card XXXX years ago I was no eligible for this promotion. I feel like I was taken advantage of and targeted for this offer unfairly. These offers were sent to my email and shown inside of my private account. I feel like this is wrong and I deserve to get the points. Furthermore I referred my XXXX and was supposed to get another XXXX points but they did not give me this as well.
Company Response: Closed with explanation

Timely Response

2018-08-02

Chicago, IL

Getting a credit card

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

Delay in processing application
Complaint: To : CFPB From : XXXX XXXX Re : Application for credit card & mistreatment from the XXXX, XXXX XXXX, XXXX office Application : # hidden To whom it may concern : Hello, my name is XXXX and I am an applicant for an American Express Platinum card. I was referred to American Express by a longtime user and client, my mother. Since then, the process has been miserable and rife with confusion, misrepresentation and blatant harassment. As part of my application, American Express requested additional documentation. That is no problem. That said, I use an online only bank called Simple. They do not have branches. There are no direct lines to speak to my banker. This antiquated way of thinking has led to Amex employees talking down to me and my husband essentially alluding to the fact that we may not be a worthy customer because we dont use a real bank like XXXX. We have complied with all requests from American Express. The last part of the process is that they want to speak to a banker at XXXX. Also, fine. According to bank supervisor XXXX from a conversation on XX/XX/XXXX, he just needed to speak to someone that would confirm the signor of the letter worked for simple. Today on XX/XX/XXXX, that was completed. Then, supervisor XXXX from the same Amex office said that was not good enough and he needed to speak to the actual signer of the letter. That would be like finding a needle in a haystack. These are employee bankers that take calls from a call que and handle calls as they come in. They do not have direct lines. The banker even offered to call Amex. That was also not acceptable to XXXX or XXXX. Their expectation is that they can call someone directly, but are unwilling to let XXXX call them. This is a classic case of not even allowing a possibility of moving forward with Amex which feels very much like a discriminatory practice targeted specifically at me. In the effort to reduce fraud they have marginalized a potential customer that was referred by her mother and misrepresented your process to me continually in a sexist and classist way that is beyond offensive. It is unacceptable to not provide a path forward to a customer, provide solutions, and then walk back from those solutions. I have now spent nearly 10 hours and many days of frustration with American Express. It is confounding and deeply disappointing. Please help me CFPB! XXXX
Company Response: Closed with explanation

Timely Response

2018-08-02

Arvada, CO

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: I have constant phone calls from American Express ( they say they are from American Express ). They ask for XXXX XXXX. XXXX XXXX is my ex-husband we've been divorced since XX/XX/2002. When I explain this they demand that I provide them with his phone number. I've not done so, but I have forwarded their phone numbers to my ex-husband. I've also asked them numerous times to stop calling me, they have not stopped calling. It's been 4 months. The phone numbers are XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-08-01

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2018-08-01

Barrington, IL

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-08-01

Baltimore, MD

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 explanation

Timely Response

2018-08-01

Scottsdale, AZ

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

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

Was not notified of investigation status or results
Complaint: My client 's information was used without her consent to submit several fraudulent application for credit. While the accounts associated were not established the inquiries related to the applications were found on her credit reports. Among the creditors are American Express ( dispute submitted XX/XX/2018 ), XXXX ( dispute submitted XX/XX/2018 ), and XXXX ( dispute submitted XX/XX/2018 ). Per FCRA 45 business days total is allowed for investigation of fraud issues and the consumer shall be notified of the results of the investigation. As of this date my client has not been notified of the investigation results from these fraudulent applications.
Company Response: Closed with explanation

Timely Response

2018-08-01

Phoenix, 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
Company Response: Closed with explanation

Timely Response

2018-08-01

MI

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 had such a bad experience with AMEX. I signed up for AMEX Everyday Credit Card with " 0 % intro APR on purchases and balance transfers for 15 months, then a variable APR, 14.74 % to 25.74 % '' and " Earn XXXX Membership Rewards Points after you use your new Card to make {$1000.00} in purchases in your first 3 months. '' I got my card without the offers. I called to submit a complaint, after waiting more than a month I received We didnt find any APR offer on your account! AMEX never promoted this card without that offer, I kept an eye on that card for a long time, and I was already pre-approved, and I waited until I really want to make a big purchase to use the card and I was surprised when I figured out that the offer is not applied. So frustrated, felt that I got tricked, and they didn't offer me any alternative to fix the problem. I always get " We would not be able to override this ''.
Company Response: Closed with explanation

Timely Response

2018-08-01

Alpharetta, GA

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 non-monetary relief

Timely Response

2018-08-01

Durham, NC

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 applied for Gold Delta SkyMiles from Amex credit card in XX/XX/XXXX through a promotion link when booking flight tickets through third-party flight booking websites. When you clicked the link to apply, the flight ticket price shown went down. After having the card, I spoke with the customer services several times about my welcome offer, including miles earned by {$1000.00} purchase and {$200.00} credit earned by purchasing from XXXX web directly within the three months. The customer services listed out in details that how I will get my welcome offer. When making my international traveling plan, I intentionally book a flight from XXXX even though there're quite a few faster and cheaper choices. But I want to collect my welcome offer anyway. However, a few weeks after I purchased my ticket, I still didn't see the {$200.00} credit statement from AMEX account. So I spoke to customer services. After almost an hour repeating the same words to two different people, I got the answer that the cheaper flight from third-party website is already using the {$200.00} credit statement. It is very ridiculous because I already purchased a non-refundable flight ticket for that. This is very misleading and potentially shows that AMEX is not in good faith! Firstly, they didn't mention anything that I already collected the welcome offer during the multiple times I spoke with customer services, and argued that they didn't see my statement posted at that time. Secondly, in the benefits listed on the web, the purchase must be from XXXX or XXXX XXXX etc. How can I tell the purchase from third-party web even with no XXXX name on the statement count? 'm very disappointed and their communication is very misleading to persuade you to purchase more from their partners. When I try to file a complaint, the customer services just gave me a mail address for general inquiry and refused to file a complaint for me or providing any email address.
Company Response: Closed with explanation

Timely Response

2018-08-01

VA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: American Express never told me there was any sort of limit to their extended payment option. In reliance on that option, I made some large purchases. To my surprise and horror, I received a minimum payment bill for over {$9000.00}. As I am XXXX, my options for customer service are online chat, email, or fax. I do not use TTY or voice telephones. On American Express online chat, I was told I was at the limit for extended payment and there was nothing they would do for me about breaking up the huge payment unless I use a voice telephone. Upon further escalations, I was told they have TTY available and that's all, unless I provide my personal information to another person and allow them to contact on my behalf. That is a discriminatory and demeaning option which I rejected. I was informed the ONLY ability to contact anyone who could help me is telephone or TTY. Later, they told me I could write US Mail and gave me an address. As the payment is due XX/XX/XXXX and it is now XX/XX/XXXX, that option will not work. This is not the first time American Express has refused to offer alternative communication routes for XXXX customers. In XXXX, when I found my interest rate had been raised despite my payment being returned due to an identity theft incident which I had disclosed to American Express ( and for which I have police reports and other documentation ), they also refused to assist me except by voice telephone. As an aside, during the chat conversation, as you can see in the transcript, their first associate, " XXXX, '' provided me with another customer 's PII. Ironically, when I asked for an official transcript of the chat after I had escalated twice, the supervisor told me they could not provide me with a transcript for privacy reasons. When I waived privacy rights, they still refused to give me a copy. Luckily, I was able to capture the transcript from my browser and cut and paste it into a file. As you can see from the transcript, American Express discriminates against XXXX people in that they will only offer certain services to individuals who can use voice telephones.
Company Response: Closed with explanation

Timely Response

2018-08-01

San Jose, 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 have american express personal platinum card XXXX, which has XXXX points which I would like to transfer to airline partner as advertised by AE. I kept getting this message : This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. I have the card for a long time, and I believe this action from AE prevented me to transfer points and use points for airline at a timely manner. XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-07-31

Reading, PA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: My husband died in XXXX. About a week later I called numbers on credit cards to cancel accounts and inform of his death. I was not aware that spouses are not personally responsible. When I spoke to American Express, the rep asked me if I planned to pay off the balance during our call. I said I had not seen a current statement and would not do so until that time. I was waiting for an airline to refund ticket he purchased for a trip in XXXX and wanted to see that it had been done. In the meantime I got three calls asking for " the person handling the affairs of '' my husband. The caller left a number but did not identify herself as a representative of XXXX. I searched the phone number online and found out that way. I ignored the calls because I had been paying all bills that came through the mail or online. I had to call American Express about the airline ticket and was then told they had turned the account over to XXXX. I still had not received a statement, but I did get a letter from XXXX dated XX/XX/XXXX. It was addressed to the estate of my spouse.. It stated that he owed {$5300.00} to American Express. It stated that family members were not responsible for personally paying the debt of the decedent. I was surprised by that. I called on XX/XX/XXXX and spoke to XXXX. I first told her that I did not appreciate that reps did not reveal that they were with DCM who was representing American Express when they called. Next I asked why if I was not responsible for paying this, was I getting this letter? ( I now also wonder why American Express asked me if I was going to pay the balance when I closed the account? ) XXXX of XXXX, said that though I was not responsible, if he had things in his name only such as property or a vehicle, or had insurance then the estate was responsible. I said that he did have life insurance, so I would be able to pay the debt. I said this not knowing that it was not my responsibility to use insurance money and of course, I was not corrected. I did say that I first needed a statement. I did receive statements, saw the airline ticket was refunded and sent a check to pay the balance in full to XXXX. In XXXX I learned through casual conversation with someone, that as the widow I did not need to use insurance money to pay that debt. I was misled. I called the law office who wrote our wills. They confirmed that I was not responsible and that insurance money is not considered part of the estate but they did not suggest any recourse. I want other spouses to know this. I don't know why lawyers don't give you a heads up about that law. Spouses experiencing such a tragedy don't always think to ask the right questions. We need support. Disappointed in the law office, I decided to call XXXX at XXXX on XX/XX/XXXX to plead my case. She listened, then asked if I could be put on hold. When she came back she asked what I hoped to resolve with the call. I said that the only personal property in my husband 's name alone was his vehicle. I said that I felt misled by them and American Express about using my insurance money to settle the debt and to be fair I'd like to be reimbursed minus the value of the truck based on an offer that I was given. It is a XXXX XXXX XXXX truck with 130,00+ miles on it in " fair '' condition. She said that she needed to talk to a manager to see what they could do. She took my number and said she would return my call. In the meantime I am also writing a letter and sending XXXX a copy of the offer and contact information for the dealer. I acted in good faith by calling them when I got the letter. I wanted to understand what it meant. Unfortunately, I was trying to deal with the necessary things after the sudden death of my XXXX year old husband while I was not of clear mind. It is a traumatic event and I was trusting the people I was dealing with to be forthright. I am filing this complaint to have a formal record of my attempt to resolve being, in my opinion, mislead about using a life insurance claim to settle the debt.
Company Response: Closed with monetary relief

Timely Response

2018-07-31

Tarzana, CA

Improper use of your report

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

Reporting company used your report improperly
Complaint: I am showing that my credit score dropped by 72 points. I have no late payments and continue to pay the account payments due. I would like my score to be restored as I am in the middle of seeking better employment opportunities and also qualification of a new home. This came out of nowhere please provide assistance. Also American Express closed my account without any reason while I was on credit protection I am trying to have that account reinstated, and they forced me to run my credit to apply for a new account when the original account from XXXX should have never been closed as I made all payments on time and elected to use the American Express Credit Protection Benefit while I was XXXX. Why was my account closed. I need to have that account reinstated as that is one of the oldest accounts and would also help my credit report show my credit history. XXXX account was also closed and I did not not close that account that account was opened in XXXX and like the American Express account had a XXXX balance with no late payments. Can you please assist me with resolving these issues. Kindly, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-31

Nyc, NY

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: We are following up on a previously submitted complaint ( XXXX ), which has been now closed without any proper solution. After one year of notifying American Express about an identity theft, supported by an affidavit and police report, which resulted in an unauthorized funding to my business, the company finally broke silence only a few weeks ago when we submitted an online complaint ( XXXX ) to CFPB despite our countless requests for updates on the investigation. Their final decision was to disregard our fraud claim with the review of a loan agreement, whose signatures throughout the entire document were forged. Not only has the company taken over a year to investigate this matter and notify us of their decision, but Amex also chose to ignore our numerous attempts to resolve this issue directly. And yet, all the evidence Amex could gather throughout the spam of a year to claim there was no fraud is a document with forged signatures by a former employee named XXXX XXXX as we had already informed them. Needless to say, this incompetence in their investigation only adds to the their previous negligence verifying my identity and the authenticity of my signature on the documents used to grant a business loan. Had Amex done a thorough job with their background check or ID verification, they may have noticed a few inconsistencies on the loan application. For starters, the contact number provided is not related to any of my business or personal telephone lines ( See document attached with highlighted info ). We even found evidence of phone call attempts by a Financing Specialist called XXXX XXXX via e-mail stating failure to reach me by the phone provided and asking me to call back ( also attached ). Clearly, this lack of monitoring allowed for my former employee to call back and impersonate me, which also means that Amex must have recorded calls of these conversations to prove that it was not me. You may even trace his line communication to his personal mobile number, or check if that is the number filed with the application. Similarly, the apartment listed under my personal information is wronged and not in accordance to my personal credit report, which should have been a red flag. Moreover, there was a XXXX file for a business loan under my name for a different company called XXXX XXXX XXXX XXXX with my authentic signature. Had Amex compared them, a suspicion of fraud would have risen as signatures are not in the least bit similar ( See authentic signature on document attached ). Clearly, Amex not accepting our fraud claim based on a document with forged signatures is absurd and just illegal. They may claim our generic e-mail address account for the business as enough evidence to verify my identity and knowledge of this loan application. Not only is that ridiculous, but it is also not legitimately viable as this individual used the same e-mail address in XXXX to apply for an American Express credit card under his name, XXXX XXXX ( as shown attached ). So there should have been an overlap of information in their system linking the same e-mail address to two different entities. These records verify the employee 's access and abuse of business information for illegal activity and yet, the American Express proceeded to fund and wire a large amount of money without much hesitation. In addition to their negligence verifying my identity and consent for the loan request, Amex also showed very poor judgement approving said loan. At the moment of the fraudulent request for a loan of {$86000.00} by XXXX, there was already an Amex loan with outstanding balance late on due payments for at least 3 months. Therefore, I can't comprehend how this financial institution expected a business that was failing to make payments on a current loan with a smaller hold-back rate to successfully payback a larger loan.
Company Response: Closed with explanation

Timely Response

2018-07-31

E Brunswick, NJ

Problem with fraud alerts or security freezes

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

Complaint: We have excellent credit and pay all our accts within 30 days. However occasional fraud attempts result in need for replacement cards. Thus in early XXXX I requested a replacement card from AMEX and received it. But I also requested an additional card for my wife, which I had rejected years ago for lack of need. Subsequent and repeated requests for status resulted in being told that apparently no one was capable of accessing that information. Finally a call was received from an AMEX rep stating that due to a FRAUD ALERT ( about two years ago ) there was no telephone number on the FRAUD ALERT for them to contact me for approval. Huh? They just did, didn't they? The utterly frustrating experience of automated responses, virtual assistants and agents who can not access information is beyond belief. I simply wish to have an additional card for my wife. It has been impossible to get through the 3 credit bureaus automation to attempt to correct the lack of telephone numbers on their reports. I have no idea why that would not have been included. Today I received 3 separate " letters '' from AMEX incorrectly advising they were " confirming '' cancellation of Additional Card application ( s ) allegedly as I " requested ''. This has become a critical Catch 22 situation with no resolution within sight.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-31

San Jose, CA

Closing your account

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

Can't close your account
Complaint: Dear CFPB, I would like to cancel my American Express Platinum card. American Express Platinum will not allow me to cancel without taking my {$550.00} annual fee. I was charged this less than 45 days ago, they won't even give me a XXXX XXXX partial credit for it. I wasn't able to call in earlier as I just saw the statement that I am paying for tomorrow. I would like the CFPB to help so I can get my {$550.00} back or at least prorate it. They already did this to me in 2017 to keep my on board one year, they are trying to do this again and I am not happy.
Company Response: Closed with monetary relief

Timely Response