AMERICAN EXPRESS COMPANY

2018-06-27

Santa Ysabel, CA

Fees or interest

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

Charged too much interest
Complaint: Last week XX/XX/XXXX I contacted American Express after I received a letter from American Express dated XX/XX/XXXX ( a copy is attached ) in which it stated that " American Express offers payment options for card members who may be experiencing financial difficulty. '' While trying to contact an American Express representative I was given a recording in which it was stated that American Express had only outside debt collection agents in which I would have to pay a fee. Yet in XXXX, XXXX I was told that American Express had a debt settlement program for 5 yrs, 7 % interest and a monthly payment of {$290.00}. In the letter dated XX/XX/XXXX American Express stated " we provided accurate information and serviced your calls professionally ; this statement is completely false!
Company Response: Closed with explanation

Timely Response

2018-06-27

Ithaca, 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: On XX/XX/XXXX, I opened a XXXX Platinum card from American Express ( Amex ) with a welcome bonus of 60,000 Membership Rewards points after spending {$5000.00} in 90 days. I met the spending requirement within the first 50 days ( probably sooner ) after I received the card, but the bonus did not show up on my account. Therefore, I double checked with an Amex customer representative ( CR ) online and I was confirmed that the welcome bonus was attached to my account and I have met the spending requirement ( see attached screen shots ). A few days ago, I spoke to an Amex CR again as I still did not see the bonus being posted and I was told that I should have the points when I got my 3rd statement. However, after I received my 3rd statement, I still did not received the 60,000-points bonus. Thus, I called an Amex CR again about the same question, and then I was given a totally different story, saying that I was not qualified for the bonus because I had a similar product before. The product being referred to is Platinum card but not XXXX XXXX card. In addition, when I applied for the card I did not get the information and most importantly I confirmed with the representative that I had the welcome bonus and I would get the bonus. In short, 1 ) the spending requirement has been met within the required period ; 2 ) Amex confirmed me previously that I would received the bonus ; 3 ) Amex denied the bonus later when I called back. I think this is very unfair to me. If Amex does not want to give me the bonus, they should inform me earlier or when I applied for the card or at least when I asked to confirm if I would get the bonus or not. This is a high-end product from Amex and the service is simply under my expectation. The whole experience is not what I'd expect from American Express.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-27

Richmond, CA

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
Company Response: Closed with monetary relief

Timely Response

2018-06-27

Columbus, OH

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I filed a claim for unauthorized ATM transactions on my Bluebird American Express account. The claim was for $ 3k+ in fraudulent transactions. They research for one whole day before declining my dispute. The reason they gave was there was no error. No other explanation. I dont think they even researched my claim. Also, Ive previously sent them two dispute letters and they claim they never received them. I dont believe that for a minute! They just dont want to honor their zero liability policy. Im including the original letter I sent to them. The transactions are as follows ... XX/XX/XXXX for {$500.00} XX/XX/XXXX for {$500.00} XX/XX/XXXX for {$500.00} XX/XX/XXXX for {$700.00} XX/XX/XXXX for {$700.00} XX/XX/XXXX for {$200.00}
Company Response: Closed with explanation

Timely Response

2018-06-27

Houston, 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
Company Response: Closed with explanation

Timely Response

2018-06-27

Pasadena, 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
Complaint: I disputed one of the purchase that I placed an order. I placed an order ( XXXX ) first and got rejected by Amex on XX/XX/XXXX. I placed an another order ( XXXX ) due to first order didn't for through on XX/XX/XXXX. I received pick up notification since our apartment had no access and I picked up at the access point, I did not check the order number because I was informed by Amex that first order didn't approve for some reason. Anyways it didn't fit my daughter, therefore I returned it and got refunded of {$3700.00} from merchant. However about a month later Amex charged me another {$3700.00} and notified me that first order went through and merchant sent me two packages. I have filed disputes multi times stating that I only received one package either first or 2nd order. Amex was the one who declined my first order and charged me month after. They ignored my dispute claims and keep charging back to for the amount of {$3700.00}. I actually should have credit since I over paid and now my statement showing I owe Amex {$2200.00}. I requested Amex to re-open the case and they refused my request saying they are afraid that this charge was over 60days. As you can see, it's not true and I filed it with in 60 days but Amex didn't resolve this matter. I even sent them Certified Mail regarding this issue and got ignored.
Company Response: Closed with explanation

Timely Response

2018-06-26

Fresno, CA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX I accidently made an electronic bill pay payment in the amount of {$1200.00} to AMERICAN EXPRESS instead of XXXX XXXX XXXX. The {$1200.00} is my 6 month payment for auto insurance. I caught my mistake on XX/XX/XXXX the day it posted and cleared my bank account. I called AMERICAN EXPRESS right away and explained what I did and they told me that I needed to call XXXX XXXX because XXXX took over the old XXXX AMERICAN EXPRESS accounts. I called XXXX and they told me that the payment I made went to AMERICAN EXPRESS and that XXXX does not have access to AMERICAN EXPRESS bank accounts. I called AMERICAN EXPRESS back and finally got ahold of a customer service person ( XXXX ) who told me that as of XX/XX/XXXX any payments made to the old AMERICAN EXPRESS accounts would be reversed and sent back to the customer within 3 to 5 days. On XX/XX/XXXX I had not received my credit balance payment back from AMERICAN EXPRESS and called them back ( it had been 10 days ). I was again told I needed to call XXXX. I went to my bank and turned my problem over to them and they got me on a 3 way call with AMERICAN EXPRESS and we could not get AMERICAN EXPRESS to help us ( me ). My bank did get a fax number and faxed over proof that payment was made to AMERICAN EXPRESS and that they needed to send the {$1200.00} credit payment back to me a.s.a.p. During the 3 way call, my bank asked to speak to the supervisor of the bill payment center and we could never get a supervisor to ever come on the phone. The last correspondence was with a supposedly supervisor who said we had a bad connection and hung up on us. I told the back that we would give it a couple of days to see if we could get a response back from AMERICAN EXPRESS. 5 more days have passed and I have not heard back from AMERICAN EXPRESS or my bank. It has been 18 days since making the accidental payment and I can not get AMERICAN EXPRESS to open an investigation and send my payment back. When I use the automated system for AMERICAN EXPRESS it states that I made a payment for {$1200.00} on XX/XX/XXXX with XXXX balance due. Yet, when I talk to a " live '' person they say they can not see my account? Once AMERICAN EXPRESS sees that I made payment to their bank on a closed account and they do not have anywhere to post it, it should be clear to them that the money needs to come back to me. I need HELP getting this cleared up with AMERICAN EXPRESS. Thanks,
Company Response: Closed with explanation

Timely Response

2018-06-26

Madison, WI

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/2018, I transferred my XXXX XXXX points to my wife 's XXXX account. My wife is the authorized user of two of my Amex cards. This transfer went through. Then I tried to transfer XXXX XXXX points to my own XXXX account, and the system said " it can not be completed because I'm selling points to other people ... ''. I tried the transfer again, the system said my XXXX account is now under review. Called immediately and the rep told me the review will take 6-8 weeks. This is really unacceptable, since it was Amex 's customer representative who taught me that I can transfer my points to authorized user 's airline account! Now I did what Amex suggested and they think I'm selling points, to my wife who has my family name and live with me under the same address. This practice is really deceitful and underhanded on Amex 's part, and I shouldn't wait for 6-8 weeks and watch the reward air ticket seats for our third wedding anniversary 's trip gone during the period!
Company Response: Closed with explanation

Timely Response

2018-06-26

Hoard, 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: On Saturday, XX/XX/XXXX I received an email from XXXX that my account would be deactivated if i did not confirm my account and login. Without thinking this was fraud, I IMMEDIATELY responded to the email. After responding to this email, a transfer in the amount of {$220.00} was done to someone by the name of XXXX XXXX. Leaving me with only {$0.00}. As soon as I noticed the transfer, I IMMEDIATELY contacted Bluebird American Express in regards to this unauthorized transaction and entered a dispute with an agent over the telephone on Sunday, XX/XX/XXXX. During the dispute, they adviced me to send the email that I received in regards to the scam ; I forwarded the email to XXXX ( I will attach a screenshot of this original email and the forward i sent ). However today, Monday, XX/XX/XXXX I received an email stating the dispute was declined and my account has permanently been suspended. I then called account services and told them what is going on and they mentioned that the account being closed is permanent, however they will try escalating the issue and see if they could credit me the money back.
Company Response: Closed with explanation

Timely Response

2018-06-26

Mabank, TX

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
Complaint: Hi I was a victim of identity theft and my XXXX credit score was at XXXX and I open up a dispute with my credit bureau and I received a email alert from American expresss and they lower my spending limit to XXXX due to my credit score is low and I explain to them that I paid my credit cards on time and I have few accounts on my experian credit report are fraud American Expres told me that I need to to fax in my tax returns and my bank statement and they are closing my account soon and didnt want listen to my situation and made it so hard for me ... .. and I spoke to a supervisor and he was rude to me and called it night and I called XXXX fraud dept and told them about my American Express account and they didnt want to assist me and hung up on me three time and stated that I need to call the next day because they will be closing in 15 mins .... and experian refused to assist me and American Express dont want to contact experian ....
Company Response: Closed with explanation

Timely Response

2018-06-26

OH

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: 4 fraudulent charges were made to the card beginning XX/XX/18. These were immediately reported to American Express Serve, and they were asked to investigate the charges, put a hold on the card and issue a new card. The account has over {$700.00} in it, and the money is needed to pay bills. No card has been issued. No report on the fraud has been given. The card is frozen and I can not get my money. Whenever I call, which is every week, I am told they will have it resolved in 5-7 days, This has been going on since XX/XX/XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-26

Jacksonville, FL

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

2018-06-26

Beaumont, CA

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2018-06-26

AZ

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: ON XX/XX/10 MY XXXX WAS CHARGED BY REALTY VALUE SERVICES FOR {$720.00} I DID NOT DO BUISNESS WITH THIS COMPANY, AND WHEN I CALLED XXXX TO TELL THEM THAT I DID NOT AUTHORIZE THE CHARGE THEY SAID THEY WOULDNT HELP ME. ALL I WANT IS MY MONEY RETUNED TO ME I AM A SENIOR CITIZEN AND DESERVE TO BE TREATED WITH MORE RESPECT.
Company Response: Closed with explanation

Timely Response

2018-06-26

Galena, OH

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: On XX/XX/17, I applied for and was approved for American Express ' " Blue Cash Everyday Card '' through the public sign up offer for {$150.00} statement credit after spending {$1000.00} in the first three months. I met the requirements after spending {$1500.00} on the card from XXXX, but did not received the bonus as advertised. I contacted AmEx by secured message from the app on XX/XX/17 about this error and they claimed I did not sign up for the card with the public offer, and would not provide the {$150.00} credit. They opened an investigation and told me to wait 6-8 for an update. I never was notified about the status of the investigation, and in the 7 months since, I've contacted XXXX 4 additional times, twice more by the secured message, once by phone, and once by online chat today. After I told them I would submit a claim with the CFPB they again said they would not provide any credit or bonus to me. I did nothing wrong, and American Express should honor the bonus as written XXXX the offer terms are copied below ). OFFER TERMS Welcome offer not available to applicants who have or have had this Card. We may also consider the number of American Express Cards you have opened and closed as well as other factors in making a decision on your welcome offer eligibility. {$150.00} Statement Credit To qualify for the {$150.00} statement credit, you must make purchases with your Blue Cash Everyday Card from American Express that total {$1000.00} or more within your first 3 months of Card Membership. The statement credit will be applied 6-8 weeks after the spend threshold is met. If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome bonus offer in any way or that you intend to do so ( for example, if you applied for one or more cards to obtain a welcome bonus offer ( s ) that we did not intend for you ; if you cancel or downgrade your account within 12 months after acquiring it ; or if you cancel or return purchases you made to meet the Threshold Amount ), we may not credit statement credit to, we may freeze statement credit credited to, or we may take away statement credit from your account. We may also cancel this Card account and other Card accounts you may have with us. Qualifying purchases can be made by the Basic Card Member and any Additional Card Members on a single Card Account. Purchases to meet the spend requirement do NOT include fees or interest charges, balance transfers, cash advances, purchases of traveler 's checks, purchases or reloading of prepaid cards, purchases of gift cards, person-to-person payments, or purchases of any cash equivalents. Additional Card Members on your account are not eligible for this offer. To receive the {$150.00} statement credit, your Card account must not be past due or cancelled at the time the statement credit is posted to your Card account. You can earn {$150.00} back after you spend {$1000.00} or more in qualifying purchases on your Card within your first 3 months of Card Membership starting from the date your account is approved. In rare instances, your period to spend {$1000.00} may be shorter than 3 months if there is a delay in receiving your Card. Also, purchases may fall outside of the 3 month period in some cases, such as a delay in merchants submitting transactions to us or if the purchase date differs from the date you made the transaction. ( For example, if you buy goods online, the purchase date may be the date the goods are shipped ). The statement credit will be applied 6-8 weeks after the spend threshold is met. American Express reserves the right to modify or revoke offer at any time.
Company Response: Closed with explanation

Timely Response

2018-06-26

Jacksonville, FL

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Complaint: XX/XX/2018 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX American Express National Bank Executive consumer Relations, Legal Dept. XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX RE : XXXX, XXXX # XXXX XXXX # XXXX I am writing to request a favorable report be submitted to all 3 FICO credit reporting agencies : XXXX, XXXX, and XXXX. I've had account # XXXX with XXXX XXXX since XX/XX/XXXX. I've requested a change of bank for my SSI direct deposit & will be closing my account with your company as soon as transfer is complete. I will also be submitting complaints to XXXX & FDIC regarding your predatory banking practices. Your company : -misrepresented this account as a checking account linked to a debit card intentionally to mislead vulnerable adults. The account number is questionable and inconsistent with normal banking practices, in which customers would be improving credit rating for duration of positive account balance. This results in customers being unable to obtain future credit, employment, and/or credit at reasonable earned credit rate, due to " lack of credit '' indicated by FICO. This equates to " economic sabotage ''. The same XXXX Branded Companies and affiliate agencies including in this instance XXXX XXXX, fail to provide reasonable customer service and ethical business interactions. In addition : -multiple XXXX XXXX failed to maintain Money Center Cashier/ Center Kiosk and/or MoneyPass ( fee free ) ATMs -Bluebird/AMEX failed to maintain XXXX ATM affiliates within reasonable distances for " Vulnerable Targeted Population Victims '' poor & XXXX dependent on public transport while also preventing cash back with purchase, all of which resulted in undue ATM fees, transportation fees, untimely walking travel distance. Undue stress economic hardship directed at targeted populations vulnerable poor and XXXX. There has been not only no benefit, but much harm caused by your illegal and unethical predatory, business practices. You should be ashamed, publicly shamed. Cc : XXXX XXXX, XXXX XXXX, XXXX, FDIC, XXXX, XXXX, XXXX
Company Response: Closed with explanation

Timely Response

2018-06-26

Scottsdale, AZ

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: This collection company sent me a fake American Express notice about setting up a payment plan. I called the number and a middle eastern man answered the phone. He never once said he worked for American Express, just that he needed my social and he would transfer me. Not catching on to the scam, I unfortunately gave him my social. I then heard multiple middle eastern people talking among themselves and hung up. " XXXX XXXX '' has called me today from caller ID # XXXX and # XXXX leaving a message to call back XXXX XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have notified all creditors that I am moving forward with a personal bankruptcy and I'm still being harassed.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-25

Heathrow, FL

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: I began disputing these items on my credit report with the credit bureaus and the creditors beginning in XX/XX/XXXX and continued you to dispute them on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I do not believe the items reported by XXXXXXXX XXXX, XXXX XXXXXXXX and American Express are reporting these items to my credit report in compliance with the Fair Credit Reporting Act and the Fair Debt Collection Practices Act.
Company Response: Closed with explanation

Timely Response

2018-06-25

Harsens Is, MI

Incorrect information on your report

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

Account status incorrect
Complaint: I had my American Express account on auto pay, and like all other auto pays, I was under the impression that that would be continuous unless I decided change it. However, American Express ended my auto pay and didnt notify me that it had stopped. During this time, I had assumed my payments were going through like they were in previous months. After I saw that two late payments had hit my credit, I called American Express to figure out why. They were sending paper only updates to an old address, even though I had specifically called and updated American Express with my new address. For the past seven years that Ive had an American Express account, they had always sent notifications to my business address or my personal email so I was really confused as to why this had all stopped. I immediately reinstated the autopay and paid the late payments as well. I then started the process to lift the late payments from my credit report. To this day, all payments are on auto pay, have been in time, and the account is in good standing with American Express. I had updated my contact info twice with Amex and the only thing i can think of is that it was never imputed. They said i had to renew my auto pay but when they said they contacted me they had wrong emails and billing address. I believe the missed payments were in XXXX and XXXX. I noticed it in XXXX when I saw it on my credit report. Please let me know if theres anything else I can do. I hope to hear from you soon. Thank you,
Company Response: Closed with explanation

Timely Response

2018-06-25

W Sacramento, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-06-25

Trenton, NJ

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

2018-06-25

La Vergne, TN

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-06-25

Clermont, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-25

La Vergne, TN

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I sent in wrong file on the previous case. Reference case XXXX I am attaching new information police report
Company Response: Closed with explanation

Timely Response

2018-06-25

Winston Salem, NC

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: In late XX/XX/XXXX I attended a one day seminar sponsored by XXXX XXXX XXXX based in XXXX, MA. The purpose was to introduce how to sell on XXXX and XXXX. There was a heavy sales pitch toward the end to purchase training DVD for {$990.00}. Then, another pitch to attend a 3 day seminar at a local hotel conference center. In XXXX, XXXX I attended the 3 day seminar held by XXXX XXXX based in XXXX, MA. The purpose of the seminar was to show and introduce how to sell on XXXX and XXXX and make a lot of money in more detail. On the 3rd day, a heavy sales pitch on purchasing what was called the XXXX XXXX which included lifetime support, telephone support, product forward/screening prior to shipping to XXXX XXXX and purchasing products to sale all for {$34000.00}. I.e., a pre-paid service. {$12000.00} of this amount was charged to my American Express Business Open account. The XXXX XXXX gave us a Top 500 list of wholesalers and suppliers. I noticed that the so-called 'Top 500 '' wholesalers list the Bowsers gave us were for the most part a dead end list because their " wholesale '' prices from these wholesalers were just too high to be profitable on XXXX . I spent untold hours crunching numbers and using all the tools they showed us and spreadsheets to the point that I was beginning to get suspicious. While these wholesalers were legitimate, they just did not have good prices according to the XXXX Sellers revenue calculator. So there went the Bowsers lie about looking for products is easy takes little time. Later this spring in XXXX, I learned that on XX/XX/XXXX, XXXX and XXXX XXXX XXXX of Washington State, filed a consumer protection lawsuit against XXXX XXXX XXXX of XXXX MA. In XXXX, XXXX, the Federal Trade Commission sued XXXX XXXX XXXX XXXX https : //www.ftc.govXXXX https : //www.ftc.govXXXX https : //www.ftc.govXXXX On XX/XX/XXXX, I contacted American Express and explain this and they refused to assist me. Another major credit card has refunded my money that I use to charge part of the other remaining {$34000.00}. Because of the lawsuit, I have lost all my promised prepaid services and support from XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response