AMERICAN EXPRESS COMPANY

2018-07-02

Wallington, NJ

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

Timely Response

2018-07-02

Jupiter, FL

Fees or interest

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

Unexpected increase in interest rate
Complaint: I have had an American Express card for 11 years, with no problems up until now. My interest rate was at 11 %, and they hiked the rate up to a usury rate of 17 %, without notifying me ( as required by law ) of the increase. My credit is perfect, as in absolutely no derogotory items, and I have never missed a payment in my life ( across all accounts ). When I called American Express ( over 9 times now, which I've recorded all ), I received the following information : 1 ) The reason for my rate increase was : -I have used the cash advance feature -I have used my card internationally/in XXXX 2 ) Another manager negated the above, and said that's not correct. Thanks for correcting the obvious. She proceeded to put me on hold, as she tried checked all mailings to me. She came back on the line, and told me she would call back within the hour. When she called back, she stated " XXXX, after reviewing all letters to you, I can confirm I don't see any correspondence notating a future rate increase. '' She subsequently sent me to another department for review. Days later they got back to me, and told me " a marketing letter was sent to you outlining the upcoming change. '' This is a complete lie, and it never happened. They are increasing rates across the board, and then subsequently telling the consumers that complain that in accordance with the law they sent a letter detailing the upcoming rate increase. LIE Show me the letter? I'm sure you have a digital copy, where is in my online account? CRINIMAL
Company Response: Closed with explanation

Timely Response

2018-07-02

Pennington, NJ

Other features, terms, or problems

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

Problem with customer service
Complaint: been with American express many years went to XXXX XX/XX/XXXX ny we all got sick food posinoing. noticed am ex they said it would be disputed typically they are the best at disputes protecting the customer. I just called today its Still on my bill I am put on hold for an hour while he researchs it with no respect for my time. my time matters. why is it still on there? HELP get it off. I did call restaurant. get the XXXX dollars off my bill
Company Response: Closed with monetary relief

Timely Response

2018-07-02

Port Jervis, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-07-02

Mill Creek, IN

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2018-07-01

Chula Vista, CA

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with non-monetary relief

Timely Response

2018-07-01

W Sacramento, CA

Problem with a purchase shown on your statement

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

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

Timely Response

2018-07-01

Pasadena, TX

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-07-01

Grand Junction, CO

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2018-06-30

Oshkosh, WI

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

2018-06-30

El Paso, AR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Hi, I was expected to receive a refund on the XXXX of XXXX from the merchant XXXX in the amount of {$130.00}. This has been processing for some time and I fear that this will take longer than expected and that nothing is being done. This has never happened with this company, and given my luck, I am sure that something more is wrong and going on. I have waited long enough and need my money. I have contacted American Express via phone and the agents say that everything is fine, but they have no way of sending a message to whoever is in control of the processing hold on this refund. I never really received any updated info on this, and day after day, the refund is just sitting there processing. I strongly believe something else is wrong here. My email for this account is XXXX and the last four of my social is XXXX
Company Response: Closed with explanation

Timely Response

2018-06-29

Atlanta, 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
Complaint: Twice I have tried to dispute a recurring annual charge submitted by XXXX, an internet data backup service ( of no value to us, because we have adequate backup through XXXX ). I deny - and my wife denies - that we have entered into any agreement with the merchant company, which, my wife believes, got our credit card number when my wife briefly explored the backup service on a trial basis in XXXX or XXXX. We are both lawyers and understand that some companies try to get consumers to agree to paying recurring charges by giving their service away on a free trial basis that becomes a full subscription if not cancelled in writing. We are not among those consumers. We did not agree to pay XXXX recurring fees. Please examine the documentation that the merchant provided to evidence our agreement. Note that the box labelled " I agree to the terms of the terms of the XXXX service '' The box is not checked. That XXXX sent yearly emails can not serve as a substitute for our agreement, which was never given. This is particularly the case when XXXX emails, like those of other merchants with whom we do not have a relationship, email us. The emails are automatically routed away from our attention. American Express has failed in its Reg Z duties to investigate my disputes ( twice ). Perhaps the best example of this failure is that last night I took over 30 minutes reviewing the attached merchant documentation and explaining to a customer service representative ( American Express would not allow me to continue my original dispute electronically ) the inquiry background and why this documentation did not evidence an agreement. Nevertheless, within hours, American Express had denied my second dispute with no explanation other than to provide the same documentation I had already discussed at length a few hours previously with the Amex CSR. I reserve all our rights.
Company Response: Closed with monetary relief

Timely Response

2018-06-29

Liverpool, TX

Incorrect information on your report

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

Account status incorrect
Complaint: American Express have been reporting late payments on my credit reports. They transferred my account to a Third party collection agency in XX/XX/2018 and they are still reporting my acct late while the collection agency has possession of the account.The collection agency stated that American Express is reporting not them, but when ask American Express tell me my account is no longer with them and XXXX XXXX has it. So if that's the case why is American Express reporting late payments to the bureau and I have paid my balance with XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-29

Albuquerque, NM

Closing your account

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

Can't close your account
Complaint: I paid on XX/XX/XXXX my American Express credit card bill and enclosed a letter saying to please close my account. I did not want to pay the {$190.00} renewal fee. A month later I received a bill for {$190.00} plus interest. I called American Express and cancelled the card. A month later I received a bill for {$190.00} plus late fees and interest. I called again and was told I can only cancel by telephone, not in writing. No correspondence in writing allowed! It was to late to wave the fees when I called since it was late. I asked why I owed money on a card I do not own. They said over/over they can do nothing. Since then, my credit score has been dinged for non payment and I owe over {$260.00}. American Express on XX/XX/XXXX sent me a letter! I was being told my card would be suspended. What card?? I called XX/XX/XXXX and talked " the very highest Supervisor ''. I offered to pay the {$190.00} and wave the fees. I still do not know why I owe at all. I have no card. Again since I have no card, sorry. I will be turned over to collection
Company Response: Closed with monetary relief

Timely Response

2018-06-29

Napa, CA

Problem with a purchase shown on your statement

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

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

Timely Response

2018-06-29

Stafford, VA

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

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

Timely Response

2018-06-29

Ann Arbor, MI

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

2018-06-28

Port Arthur, TX

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

2018-06-28

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: American Express ( Amex ) has a credit card ( CC ) product called Blue for Business. Between XX/XX/XXXX and XX/XX/XXXX, they had a publicly available ( not targeted ) promotion on the card : on top of the standard offer of XXXX Membership Rewards points for the first purchase and 1pt/ $ on regular purchases, you would also receive 10x points/ $ on the first $ XXXX spent on restaurants in the first 6 months and 2x points/ $ on the first $ XXXX spent in the first year. Both the regular offer and the temporary promotional offer also promised a 30 % bonus on the base points earned during the year. This promotion was public ( meaning, anyone could sign up for it, not just individuals who were specifically targeted for the promotion ) and heavily discussed on the many CC and points & airline miles blogs and message boards online. Most of these sites are full businesses that have been operating for years and are recognized as reputable journalistic outlets in the CC and airline industry, with their representatives attending press releases and reporting on industry matters as experts for the mainstream media. Indeed, searching for " blue for business 10x '' on XXXX brings up an entire page of articles on many respected and established sources discussing this promotion. This offer was highly popularized and American Express even extended the promotion to run through XX/XX/XXXX, and later on in XX/XX/XXXX introduced a new CC product ( Blue for Business Plus ) for which this was the standard sign-up offer rather than a temporary promotional one. I successfully signed up for the promotion on XX/XX/XXXX on Amex 's website. I took a screenshot of the offer, as well as my application ; I received a confirmation email minutes later. I used the card actively for all of XX/XX/XXXX, spending over the amount specified to max out all of the aforementioned categories ( > $ XXXX on restaurants in the first 6 months, > $ XXXX total spending in the first year ). However, when this XX/XX/XXXX ( XX/XX/XXXX ) came around, I did not receive the points of the promotional offer, only the standard offer. Specifically, I received the XXXX points signup bonus, the 30 % year-end bonus, and 1pt/ $ spent on all purchases. I did not receive the 2nd point on the first $ XXXX nor the XXXX points for spending $ XXXX on restaurants. I was shorted by XXXX points. I called in to Amex in XX/XX/XXXX and explained the situation. I was told that no such offer was tied to my account and was told to fax in the screenshots I had to a fax number I was given. I did so on XX/XX/XXXX ; I received no reply. I called in again early XX/XX/XXXX and was told that nothing was received. A new issue was opened, with the person I spoke to telling me that he could find no information in their system about such a promotion having even existed. I was given a different number to fax in my documents, to which I faxed my screenshots, as well as a screenshot of XXXX search results showing numerous sites that had discussed this very popular promotion for close to four months. I received word this week that the issue was closed and I would not be receiving my missing XXXX points. I called in again and spoke to several people and was told that Amex did their research and could find no record in their system of such a promotion. The fact that every respected CC news site and message board had discussed this promotion for months was dismissed with the explanation that anything can be found on the Internet and that nothing there is credible -- these are well-known journalistic sites that frequently work with the CC and airline industry. This sounds very XXXX, as they are basically saying that their systems do not have this promotion listed so it must never have existed, despite any evidence to the contrary. Any references I made to the screenshots I took of my application clearly showing the offer were ignored with the reps reiterating that Amex did their research and could not find the promotion. The rep further told me that the screenshot I'd sent listed the promotion ( which they could not find ) was good through XX/XX/XXXX, and their system lists me as having signed up for the card on XX/XX/XXXX so I would not be eligible. This further illustrates the unreliability of their systems as I have a confirmation email from them that was sent on XX/XX/XXXX. I was told that this matter was researched by the marketing team but that I could not speak to anyone in that department. Since then, I've searched online and found other people complaining of Amex refusing to honor this exact promotion as early as last spring, only weeks after the ( extended ) promotion itself ended. In essence, Amex is refusing to credit me with XXXX MR points. They are claiming that their research did not find any mention of this promotion and as such refuse to honor it, despite the fact that the entire CC internet community was discussing this promotion for 1/3 of a year and that I have screenshots showing the promotion terms. They refuse to acknowledge the possibility that their systems are in error or that they erased the promotion from their systems ( which would preclude it as showing up under my account or being found through their research -- you can't find that which was erased ), and just repeat the line that their research did not find this promotion so the terms will not be honored.
Company Response: Closed with explanation

Timely Response

2018-06-28

El Toro, CA

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

2018-06-28

Houston, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-28

Prewitt, NM

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-06-28

Torrington, CT

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Closed with explanation

Timely Response

2018-06-28

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 signed up for American Express credit card gold XXXX sky miles while the promotion is running. The promotion was that I would receive XXXX delta miles after spending total of 3000 $ within first 3 months. I met the criteria, but I never received those extra points. There is an ongoing investigation since XX/XX/XXXX. The agents keep on telling me that it will be resolved within a few weeks. It still has not been resolved by today, XX/XX/XXXX. On the latest conversation, one of the manager ADMITTED that it can take longer than 2 weeks. They did not offer any compensation in any form for all the inconvenience and time lost. They CAN NOT even guarantee that the issue will be resolved. Chat reference number : XXXX
Company Response: Closed with monetary relief

Timely Response

2018-06-28

Atlanta, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have notice that the report for my credit has bwwn off trwxk. Sknce XX/XX/XXXX up until present time i have nevee done anytjinf on my ceedit report
Company Response: Closed with explanation

Timely Response