AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 161
2018-07-19
Scottsdale, AZ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: To whom it may concern, For context, earlier this year, American Express apparently purchased the XXXXXXXX XXXX branded credit card portfolio from XXXX. I have had a XXXX XXXX XXXX card since XXXX. The account had a spending limit of {$18000.00}. Ive always maintained a low to zero balance on that card, enrolled the card into auto-pay immediately upon receipt, and have never been delinquent in making a payment.
I have had American Express cards, first as a co-applicant, and subsequently as primary card owner since XXXX. I average {$3000.00} to {$7000.00} spending across those accounts monthly. I enrolled the card into auto-pay immediately upon receipt, and have never been delinquent in making a payment.
On XX/XX/XXXX, I called American Express customer support to check my available authorized spending limit. I was considering using my American Express Premier Rewards Gold Card to pay my tax bill ( approximately {$100000.00} ). I spent approximately 45 minutes on hold as I was bounced from department to department, the entire time I was told that they were looking into the request.
Finally, I arrived at what seemed to be a collections department. They told me that I had an outstanding balance that needed to be reconciled before they could answer my original question. This obviously came as a huge surprise to me. They explained that it was related to the XXXX account that they just acquired, that my auto-pay from XXXX didnt transfer with the account and that the auto-pay for all of my other accounts didnt cover this account. Not thinking anything of the matter, I explained that the account was not visible to me within the dashboard and instructed the representative to pay the entire amount outstanding - {$110.00}.
I asked when the account would become visible to me and received no useful information on the matter. I was told that with the payment of the amount due, I would indeed be able to pay my tax bill using my Gold Premier Card. I ended the call with the assumption that soon the card would show up in my normal American Express dashboard, with my other accounts. It never did.
On XX/XX/XXXX, I checked my credit health status using XXXX XXXX. I saw that my credit score had recently plummeted. The reason given was that American Express was reporting a payment delinquency of 30+ days in the amount of {$1.00}. I immediately called American Express to understand what was going on. Again, I was placed on hold for over a half an hour as I was transferred from department to department in an attempt to find someone who could help me. Again, I ended up with a representative focused on collecting the outstanding amount - of {$1.00}.
I was told that an error was made by the representative that I spoke to in XXXX and that once the outstanding balance was paid, I would be put in touch with someone who would be able to correct the issue with my credit report. I paid my outstanding {$1.00} and was placed on hold again while someone who would help me was searched for. Eventually, someone picked up - it was the last customer service rep that Id spoken to. I was told that my call was routed back to her and she was going to place me on hold. At this point, the entire call time was nearing one hour. I asked if they could simply call me back later in the day. The customer service representative confirmed my number and asked me for a good time that they could call me. We agreed on XXXX that XXXX. I never received a call.
I called back the next morning - now quite frustrated. I explained the issue again. I was again put on hold for a significant amount of time while they searched, once again, for someone to help me. Finally, I told the representative to simply cancel the card and fix the credit report. I was told that I would again have to be transferred to another department and to hold, please. I told her that was unacceptable and asked to speak to a supervisor. She told me that she would connect me to a supervisor, but instead transferred me to the other department.
When the receiving department picked up the phone after many more minutes on hold, they finally canceled the card for me. The representative then told me that he apologized for the mistake, but there was nothing that they could do. He offered to give me the credit bureau phone numbers to initiate a dispute. We spoke for several more minutes after I told him this was unacceptable and that I expected the report to be corrected without further action on my behalf. He said that he could put me on hold and look into it. At that point, I simply hung up.
Ive now had to open disputes with the three bureaus as well as defer the purchase of a much needed new vehicle for my wife as my credit score has gone from excellent to good status and any new credit accounts opened until this is corrected will cost my family thousands of dollars in additional interest fees. Additionally, the closure of an account with almost a {$20000.00} credit limit will factor into my overall score, causing future pain.
American Express does not seem to care about proactively righting their wrong no matter the damage that it has caused me. I have invested many hours of my own time now - on the phone, filing disputes, writing this letter - in an attempt to clean up their mess. The inconvenience and stress caused to my family by their mishandling of this situation is unacceptable.
Company Response: Closed with non-monetary relief
2018-07-19
CA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Complaint: American Express states that I opted in to a Pay Over Time feature on our AMEX in XX/XX/XXXX. I do not recall ever having the process explained or opting into the service. This " Service '' automatically routed charges of more than {$100.00} to a separate hidden account that does not show up on the Statement or Payment tabs. AMEX then charged us {$1000.00} in fees on the Pay Over Time account between XX/XX/XXXX and today. They continued to route purchases over {$100.00} to this account so we were always paying little bits of the charges and thinking we were paying the whole balance. When I paid the statement balance I assumed that meant I was paying everything we owed to Amex but it didn't include the Pay Over Time balance. They hide all mention of Pay Over Time on their website so if you aren't watching closely you never notice the interest charges. I complained to the company but they said there was nothing they could do. I cancelled Pay Over Time and immediately there are little ads for it all over the account page when I log into americanexpress.com.
Company Response: Closed with explanation
2018-07-19
Las Vegas, NV
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: Contact Information XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX Does not report the correct date of last delinquency. All of the payment information is incorrect and the debt which was charged off in XX/XX/2012 has been sold to a company that shows that I have been making payments which is incorrect. This company has re-aged my account which will impair my credit further. My understanding is that when a company willfully reports false information that it is a violation of The FCRA and must be permanently be deleted from my credit report. This makes this debt look like it is a new debt when indeed it is well past the SOL and is set to drop off of my credit report but now will be extended if this illegal practice is allowed.
Company Response: Closed with explanation
2018-07-19
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: I contacted American Express Blue Bird on XX/XX/2018 about XXXX charges for products that I purchased, but never received on the expected delivery date because the company closed. I contacted American Express Blue Bird as soon as I received an email from the company ( XXXX XXXX ). I explained to the dispute resolution specialist that I had purchased these XXXX products with an intended delivery date and that before that date I received an email from XXXX XXXX stating that effective immediately that were closing there business. That XXXX XXXX 's phone number was disconnected. I also tried emailing them, but never received a response. I provided the information requested by Blue Bird as soon as I received an email from them. It has been over 2 weeks and I can not seem to get any information form American Express Blue Bird now. It's beginning to look like I'm getting messed over twice.
Company Response: Closed with explanation
2018-07-19
Brkn Arw, OK
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Add-on products and services
Company Response: Closed with monetary relief
2018-07-19
Northville, MI
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt is not yours
Company Response: Closed with explanation
2018-07-19
Davenport, 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 monetary relief
2018-07-19
Pottstown, PA
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
2018-07-19
Conimicut, RI
Trouble using the card
Credit card or prepaid card: Payroll card
Problem using the card to withdraw money from an ATM
Company Response: Closed with explanation
2018-07-18
TX
Incorrect information on your report
Credit card or prepaid card: General-purpose credit card or charge card
Information belongs to someone else
Complaint: I paid American Express a large lump some XXXX toward a XXXX balance, and they lowered my spending limit to XXXX, bringing my usage to 98 % instead of the goal of 60 % usage ( I paid XXXX ) to lower it because I was in the process of getting a mortgage and need to have debt paid down. I spoke with Amex and they assured me after I sent in my check stubs and 401k information, they would increase my limit bak to the original XXXX. On XX/XX/XXXX after I sent what was asked, they declined to increase the card back and have me at 99 % utalization, and have caused me to not qualify for my loan and not my score to drop. Amex lied and assured me they would fix this and now the call people in XXXX are refusing to honor what I was told. The
Company Response: Closed with explanation
2018-07-18
FL
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Overcharged for something you did purchase with the card
Complaint: Clarification. This complaint process forced me to select from 1 or 3 options regarding my issue ... but NONE of the options actually reflect my issue. I discovered that for a " period of time '' in XX/XX/2017, transactions appeared on my billing statement, but DO NOT appear in the online transaction details that I downloaded! And I've attached documentation regarding this. I explained this to American Express and they said that they can only see my statement - NOT the transactions details that I can see and download online. This is very, very strange to me. And to be clear, this discrepancy ONLY exists for a short window of time in XX/XX/2017. I've attached transaction details, downloaded directly from americanexpress.com and you'll notice NO TRANSACTIONS between XX/XX/2017 and XX/XX/2017. However, I've attached my American Express statements for this period and you can CLEARLY SEE transactions. I can't get American Express to explain or resolve this ... ..
Company Response: Closed with explanation
2018-07-18
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
2018-07-18
San Antonio, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I filed a complaint on American Express. Today I received a call from someone in their call center in XXXX who was using discriminatory statements, laughing about me the costumer not being to make the payment she was requesting {$3000.00} so they would stop reporting the wrong information on me, even though, I have a payment agreement with them and have been paying on time ( automatic payments ) the person on the phone was challenging me to pay $ XXXX+ three times what my agreed payment is to see IF from here on they will start reporting correctly, this is out right discrimination, extortion and unlawful that a credit card company reports false information on a customer. They also closed my account several months ago, they reported it to the credit bureaus which hit my credit score substantially, then they filed with the bureaus that my credit card was open and marked my credit with three late payments even on the months that I have paid my agreements. The account shows open in the credit bureaus and on their site is closed. These credit cards are abusers!
Company Response: Closed with explanation
2018-07-18
PA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: American express ( along with other credit card companies ) have a policy of updating merchants who post recurring transactions with new consumer credit card numbers as they change ... so that the merchant and consumers do not experience the inconvenience of having to update accounts each time a credit card changes. I get this ... but there is a major downside that I am surprised no one has challenged yet.
The below may be generalized statements ... but they help paint a picture : The issuers generally do not allow the consumer to opt-in to this program The issuers do not allow the consumer to know who has been provided access to the new credit card number ( no notification ) The issuers make it difficult for consumers to manage who can hit their credit card with recurring transactions. ( you have to call and tell the issuers who to block - assuming you know which merchant has the new information ) There is a huge potential for fraud with this process, and it seems in this day and age, the idea that someone can provide my personal updated credit card information to vendors I want to stop doing business with seems outrageous. At a minimum, i should be allowed to opt in or out.
Company Response: Closed with explanation
2018-07-17
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
2018-07-17
TX
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 used an American Express Serve Card, said to be secure and have Fraud Protection. It must be connected to a checking account to load money or one can load it at a store for a fee. On XX/XX/XXXX I received an email from AMEX Serve asking to verify that I changed my email address for the account. I had not so I called. Its diffi to get anyone to help you for this problem. I was in the phone with Serve as another purchase was made, all in Florida. 1st {$200.00} was loaded out of my checking account. The card had a balance. {$310.00} was taken. They said theyd open a case for me. 2 days later I received an email from them. They closed my account because I violated the agreement by committing fraud! What?!! When I called to discus they would not discuss it. They said their investigation is closed and there is NO one else to complain to, no where to write no one else to call and then the person hung up on me. I tried again with the same result. Please stop these people. This is a bad card with no protection. They are misleading consumers by stating that the card is secure. It absolutely is NOT! Also, they shut the card down and wiped the account from the stat. Now I can not see the transactions to file a report or to document. I do hope that something is done. This is poor customer service and fraud on their part.
Company Response: Closed with explanation
2018-07-17
Westfield Ctr, OH
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 monetary relief
2018-07-17
Grover Beach, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: On XX/XX/XXXX, I collided with a taxi in XXXX while driving a XXXX rental car with American Express Premium Rental Car Insurance Protection. When I turned the car in, XXXX charged me an additional XXXX in XXXX pounds for damage estimate on my American Express Blue card. I filed an Amex insurance claim over the phone one hour after the fender-bender. I completed all of the paperwork required. Amex then said they would handle the claim and contact XXXX. XXXX has never responded to Amex 's request for paperwork. I called Amex periodically over the months and was told there was nothing that could be done until XXXX XXXX attorney in XXXX responded. I was told that it often took longer than 60 days to resolve a claim.
In mid-XX/XX/XXXX this year, I called and asked for a supervisor. XXXX told me I should not have paid the estimated damages because XXXX has no incentive to respond. XXXX said I had filed everything correctly and they had all the paperwork. She asked if I had disputed the amount. I said no, because I believe the insurance would cover the charges. XXXX said it was too late to dispute, but she would have the Amex claims adjuster contact me in two business days with a resolution. She said Amex could credit my account despite the 60-day window for disputes having closed.
I never heard from Amex. I called Amex insurance again this morning XX/XX/XXXX and was told I should have filed a dispute and that it was still possible to do so. I was transferred to Disputes, who said it was impossible as 60 days had passed and that the insurance division was separate from the dispute division and they were wrong. He tried to transfer me back to the insurance division but the call was dropped.
How do I get reimbursement for what I paid for the damage estimate and fees? Amex Insurance told me it takes more than 60 days to resolve ; Amex Disputes says the window closed at 60 days. The contract states the insurance is provided by AMEX Assurance Company, XXXX, A under Policy XXXX.
In short, American Express is giving me the round-around and I would like to have this resolved, please.
Company Response: Closed with explanation
2018-07-17
San Antonio, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: American Express and I have agreed to a payment plan to pay off my account balance. Ive been making the payment on time and as agreed. The account is closed. American Express is reporting my account late for the past three months, American Express isncollecting payments and still reporting the ring information. When confronted hey said they will keep reporting my account late or delinquent until their system catches up and from there on they will report my payments on time regardless of meaking payments. So they will keep reporting late even though Im paying on time. They are also reporting my account open when the account had been closed for several months. They closed it.
Company Response: Closed with explanation
2018-07-17
Acworth, GA
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
2018-07-17
Toppenish, WA
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
2018-07-16
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with explanation
2018-07-16
Vistas Del Mar, PR
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
2018-07-16
Northside, NC
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: XXXX XXXX XXXX XXXX sent me - by name - a credit card offer promising XXXX bonus Skymiles and a {$50.00} statement credit if I spent over {$3000.00} in three months and bought a ticket on XXXX XXXX website. I did all that, but no bonus and no credit. Why? When I called, they quickly told me it was because years ago I had a XXXX credit card. Really? Then why did they send me the bonus offer? Credit card companies should be obliged to honor the bonus offers they send out to individuals, if the basis for refusing the bonus was known to the company at the time they sent the offer.
Company Response: Closed with explanation
2018-07-16
Manhattan, 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
Company Response: Closed with monetary relief