AMERICAN EXPRESS COMPANY

2018-07-25

Three Bridges, NJ

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: In XX/XX/XXXX & XX/XX/2018 I requested removal of two American Express accounts which I was an authorized user only and not a responsible party. The accounts listing on both XXXX & XXXX were removed ; however, despite 2 requests, XXXX denies my request.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-25

Annapolis, MD

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: While using American Express I was told several times my credit report would not receive a negative his as I was working with AMEX to make payments as needed for a business card that I was paying with personal funds. After reporting a negative hit to my credit report, AMEX refused to disclose the recorded transcripts of the numerous calls telling me I would not be negatively affected, then closed the card after numerous assurances my card would not be closed. I was then essentially threatened that more negative credit reports would hit my account if I did not pay in full instantly, but that my credit and the account would be restored if I did pay in full. I of course paid in full the entire balance due from personal funds, at which point AMEX still kept the account closed and did not remove the negative credit hits on my report.
Company Response: Closed with explanation

Timely Response

2018-07-25

Heidelberg, MN

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

2018-07-25

Brooklyn, NY

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

2018-07-25

Quartzsite, AZ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-07-25

Saint Paul, MN

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

2018-07-24

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: In XX/XX/2018, I applied and got approved for American Express Delta Gold card. I had applied through a PUBLICLY AVAILABLE offer for a limited time on https : //americanexpress.com. This publicly available offer had a promotional bonus XXXX XXXX attached on sign-up. The full terms and conditions of the publicly available offer are attached as pdf. Publicly available link on americanexpress.com used for sign up in XX/XX/2018 : https : //www.americanexpress.comXXXX XXXX I faithfully fulfilled all the terms and conditions of the promotional bonus offer ( making the required minimum spending, and waiting 8-12 weeks ). Note that this particular public bonus offer did not have the restriction around " welcome bonus not offered if you have had this card before ''. Please provide the promised promotional bonus of this publicly available offer that was signed up through the publicly available link on americanexpress.com
Company Response: Closed with explanation

Timely Response

2018-07-24

Lake Ridge, VA

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

2018-07-24

Combine, TX

Other features, terms, or problems

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

Other problem
Complaint: I am seeking clarification on who is the " merchant '' in this legal member agreement. I am a member, I am doing business with BLUEBIRD AMEX, but why is the merchant 's integrity, more important than mine as a customer of BLUEBIRD? : This is the statement from my member agreement I want addressed. 5f. Returning Merchandise If you wish to return any merchandise purchased with a Bluebird Account, Bluebird Card, Family Account or Family Account Card, you will be subject to the merchant 's return policies. If the merchant agrees to issue a credit, such credit may take as long as seven ( 7 ) days or longer to post and be reflected as Available Funds. My merchant XXXX, gave me 10 days to solve this claim. The merchant wanted the defective product back, and after I returned it at my own expense by priority mail, and they had it for two days, XXXX paid me. So what does AMEX have to do with an investigation? Are you going to refund my postage paid to return a defective item. I was in constant contact with the seller, because they phone would not work. I even looked up the IMEI number and found out it was made in XXXX and not all protocols were compatible with American phone carriers. The seller strung me along, because I truly liked the phone, but it would not WORK IN AMERICA! I have emails that show I tried over and over to work this out for two months. The seller strung me along long enough for my XXXX protection to run out, but XXXX had my back! In my case the Merchant was XXXX XXXX, AMEX does not have a buyer 's protection policy, but just recently is enacting one in XX/XX/2018. My XXXX account, which I used to sign up for my XXXX account over 17 years ago, did protect my purchase. I do not see why this would be treated as a courtesy for the merchant who sold me a defective product. I am the customer of AMEX, and I should be given such a justifiable treatment.
Company Response: Closed with explanation

Timely Response

2018-07-24

Combine, TX

Other features, terms, or problems

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

Privacy issues
Complaint: I purchased a product using my AMEX from XXXX XXXX. The Item I ordered was not the item I received. The item XXXX shipped was an inferior product, that was {$50.00} higher than the last minute deal I purchased ( but my purchase was a better computer ). XXXX would not honor the purchase and tried to give me {$50.00} credit. I said no, and returned the computer via XXXX two days later. I waited on my refund, but they delayed it and blamed AMEX saying they sent the refund and AMEX was holding the money. Until then I had no problem with AMEX BLUEBIRD. My employment direct deposit went to it, and I used it always. XXXX kept saying AMEX had my money. I had conflicting emails, and called AMEX BLUEBIRD, who said that if they had my money, they would automatically release it ( although policy enacted in XX/XX/2018 ) says that merchants may request 7 days hold on refunds (??? ). Finally, after much moaning and hollering, a rep from XXXX calls me and tells me my money is on the way, she gives me my card number and says she has talked to XXXX and that the money is on the way. I find out later they brokered a provisional credit with AMEX, until they could send the money. All the time XXXX blamed AMEX saying they had the money. I felt like this was a back door deal and that AMEX was conspiring with XXXX ( the merchant ) behind my back, although I was the customer. I changed my direct deposit and stopped using the account. On my new positon with my job, I found out the importance of data integrity for customers and I feel the AMEX violated my privacy and is in cahoots merchants and the expense of customers.
Company Response: Closed with explanation

Timely Response

2018-07-24

FL

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/2018 I made two purchases at XXXX XXXX XXXX XXXX # XXXX. One in the amount of {$78.00} ( Receipt XXXX ) charged to card ending in XXXX. This was my second and final transaction of the day. Another in the amount of {$93.00} ( Receipt # XXXX ) that was charged to card XXXX. My purchase ended up on someone else 's card and someone else 's purchase ended up on my card. After my purchases I worked a XXXX to XXXX XXXX shift. On XX/XX/18 I went to XXXX XXXX and attempted a transaction that was just over {$6.00} using my American Express Serve card XXXX XXXX XXXX. When the transaction declined I immediately logged into my account and found that XXXXXXXX XXXX had charged my AMEX Serve account {$300.00}. I did not authorize a transaction in that amount on XXXX XXXX or any time around that date. I filed a dispute with AMEX Serve on XX/XX/2018. I also called the store to try to determine what happened that would cause that unauthorized transaction to be billed to my card. I spoke to the manager on duty whose name was XXXX. I provide her with the receipt numbers to investigate the transaction. She asked me to stop by the store so that she could see my receipts. When I arrived the manager reviewed my receipts to verify what I had shared with her over the phone. XXXX advised that she had pulled the video from their surveillance and was able to see when I was in the store as well as what I purchased with the two transactions I did that day. XXXX spent the next hour talking to me and her corporate office trying to determine how my card was billed for a transaction that occurred after I left the store. XXXX came back with a printed copy of the signed receipt with another consumer 's signature on the transaction slip with my card number. Since XX/XX/2018 I have filed four disputes with AMEX. Every dispute of this fraudulent transaction has been declined. Today ( XX/XX/2018 ) I spoke to XXXX who is filing an appeal to the most recent dispute that was declined by AMEX. No consumer should have to go through what I have gone through to dispute a fraudulent transaction. This has been more stressful than any financial transaction I've conducted in my XXXX years of life. AMEX refuses to issue a refund citing the merchant as the issue. I called the customer service department for XXXX ( they own XXXX XXXX discounts ) and they are blaming AMEX for the transaction not being resolved. After filing the second dispute, I requested a copy of whatever was used to make the decision to decline the dispute. I was provided with a copy of the merchant 's return policy. This has nothing to do with a return. The {$300.00} transaction was not done by me. I never authorized anyone to do the transaction. My card is in my possession to this day. It has not left my possession. I am not getting a proper resolution from the merchant or my card company. I need help. I need someone to make them do the right thing. I've asked that they pull video. I offered to send a copy of my license so that they can see it is not me doing the transaction. If they look at the signed receipt, it doesn't have my name on it. Whoever did the transaction signed their name to it. I filed a police report on the day I found out this happened ( XXXX XXXX Officer XXXX XXXX ). I don't know if someone in the store is committing credit card fraud. I don't know where else to turn for help. I pray that you can be of assistance. I'm attaching the receipts for the transactions I did authorize at XXXX XXXX on XX/XX/18. Neither of which were for {$300.00}. Neither of which were run against my AMEX card ending in XXXX. I've also attached a copy of my id so that the merchant can compare the video that day to my id to verify that I didn't do that {$300.00} transaction. I've also included a photo of my card to show that even after having it closed out because of this transaction, the card is still in my possession. Thank you in advance, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-24

Tarzana, 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: By email dated XX/XX/2018, American Express offered my wife a Business Platinum Credit Card to upgrade from our existing account. The terms of the offer included XXXX membership reward points if we spend {$5000.00} in the first three months and an additional XXXX points if we spend an extra {$5000.00} in the same period. The annual fee was advertised at {$450.00} and the email specified " Your application must be received by XX/XX/2018 to be eligible for this offer. '' On XX/XX/2018, just 10 days after the email and over a month prior to the XX/XX/XXXX deadline, I went on line to complete the application. When I clicked on the link to apply for the upgraded card the American Express web site that opened stated : " This offer is no longer available. If you'd still like to apply for a Business Card from American Express OPEN click here. '' I tried calling American Express that evening but it was after hours for the business card department, so I asked my wife to call the next morning. On XX/XX/2018, my wife, XXXX, called American Express to apply since we were unable to complete the application process on-line. She was not told the offer had expired. Instead, she was told that she was ineligible for that program because the email sent to her did not include " a code. '' Instead, she was offered a less desirable upgraded credit card providing only XXXX points for an annual fee of {$650.00} ( and other less desirable terms ). The email sent to my wife clearly came from American Express. It is disingenuous for American Express to deny access to the program for the failure to give us a code when they initiated the process by sending her the email. Thus, this was a classic " bait-and-switch '' effort to entice us to upgrade our existing American Express Card but then switch us to a less desirable product than the one offered.
Company Response: Closed with explanation

Timely Response

2018-07-24

Chicago, IL

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: I did not authorize my roommate to add me as a user to this card. Email XXXX Opened up bank accounts falsely in my name while i was traveling abroad, bounced checks etc, and racked up debt ... .... That as the main user on the account like AMEx has stated to me, he can only get me removed from the account .... sometimes they just run me in phone call circles. The account is listed as Authorized user, I need this removed, it not my obligation, nor did i ever agree to its or sign anything regarding the accounts terms. ETC DO they have any prooof?
Company Response: Closed with non-monetary relief

Timely Response

2018-07-24

FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: amex business gold credit card. received invitation in the mail to apply for this card, spend {$5000.00} and get XXXX bonus points, amex has been trying various excuses to not pay out their bonus. however, during the online application, they do put up a box just before the credit check advising if they are going to go back on their promised offer for any of several reasons. this way applicant who see the box can decide if they still wish to proceed. they sent me a personal invitation to apply for the card and get the bonus. during application they did not put up the box saying I was not eligible. now after my spent amount they are going back on their offer saying that I was never eligible
Company Response: Closed with explanation

Timely Response

2018-07-23

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-07-23

Westfield Ctr, OH

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-07-23

Newark, NJ

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 is showing inquiries on my credit report which are fraudulent. the dates of inquiry are XX/XX/XXXX and XX/XX/XXXX.. i have reported this to XXXX and ftc ... these inquiries need to be removed
Company Response: Closed with explanation

Timely Response

2018-07-23

Ft Trumbull, CT

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: Two fraudulent transactions in the amounts of XXXX and XXXX on XX/XX/31 from XXXX were reported as such, fraud, to American Express on or around same date of XX/XX/31. To date, both transactions remain unresolved, no credit issued. I have not been provided any information showing I authorized either transaction, I have not received anything from the person, XXXX. XXXX requests the full card number in order to investigate the charges, I only have last four ending in XXXX. American Express needs to either credit back the transactions or provide full card number, which was replaced since with a new card number. I need full card number in order for XXXX to investigate on their end, they can not do anything with only last four of card number. Failing to provide full card number, they need to simply credit back both charges as they are fraud.
Company Response: Closed with explanation

Timely Response

2018-07-23

Phila, PA

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-07-23

Patterson, MD

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: Received call from XXXX debt collectors XXXX XXXX XXXX concerning monies owed on a {$220.00} American Express Account. Upon further investigation of credit report, victim with new address of XXXX XXXX XXXX XXXX, MD XXXX. american Express Account opened in XX/XX/2018 and closed in XX/XX/2018.
Company Response: Closed with monetary relief

Timely Response

2018-07-23

Seattle, WA

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2018-07-23

Christiana, DE

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-07-23

San Antonio, TX

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

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

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

Timely Response

2018-07-22

Rosenhayn, NJ

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: While vacationing in Florida with my son, we were approached at XXXX XXXX but a representative of American Express named XXXX. He was trying to sign people up for Amex Blue Cash cards. I told him I used to have one and that I already had a Delta Gold Amex card. He said I was still eligible for all the offers that day, including Free Fast Pass, 0 % introductory APR and {$100.00} welcome bonus upon spending {$1000.00}. They even printed the card right then and there to use. They also printed the terms and conditions. Because I was walking into the theme park they even offered to shred the terms and conditions because it had my info on it. When I messaged Amex to find out when the credit was to be applied they told me I wasn't eligible. After waiting 9 wks for an " investigation '' I was told I should have read the terms AFTER getting my card and that there was nothing they could do. I am owed the {$100.00} statement credit. Their employee misrepresented the offer, most likely in an effort to receive his commission. Amex fraudulently represented themselves in order to obtain my business
Company Response: Closed with monetary relief

Timely Response

2018-07-21

Atl, GA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: American Express owes me XXXX points and they are frozen in pending status and are not posting. I have received many different inconsistent reasons from customer service reps and no one has been able to help. The company just tells me to contact XXXX, but XXXX does not see the points on their end. Why should the customer have to continue to contact both American Express and XXXX.
Company Response: Closed with explanation

Timely Response