AMERICAN EXPRESS COMPANY

2018-06-14

San Diego, 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: This about an AMEX business card. One of my employees was given a card for business purchases in XX/XX/XXXX. I discovered she was using this card for personal items and misrepresented herself. I closed the account in XX/XX/XXXX when I discovered the misuse. I reported this to AMEX and they closed her card and investigated {$21000.00} in fraudulent charges that were used for her personal use. They credited my account but in XX/XX/XXXX they recharged my account stating that since, it was a business account and I gave her a card, they were not responsible. Subsequently I submitted the information to the District Attorney and they prosecuted her and she is now in XXXX due to XXXX XXXX and XXXX XXXX. I told AMEX that the legal system takes time and paid down some of the debt but wanted to freeze any other payments. AMEX did not care and they sent the debt to collection. XX/XX/XXXX I re-opened the fraud case with AMEX and they requested information from the district attorney which she gave to them ( this includes a letter from the perpetrator admitting her guilt ). They said they would let me know in 30 days and I still have not heard any information from them as of XX/XX/XXXX. They offer no protection to me despite the government and legal system corroborating the criminal misuse of my credit card with AMEX.
Company Response: Closed with explanation

Timely Response

2018-06-14

Stilesville, IN

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

2018-06-13

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

2018-06-13

Viewfield, SD

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Complaint: I opened two accounts with American Express National Bank, one for a high yield savings account and the other for a CD. I sent in the deposit slips by mail, and because I was uncertain which slip went to which account I wrote on each check where I wished it to go. On the {$20000.00} check I wrote on bottom left high yield savings and on the {$3000.00} check I wrote CD account. Recently I received a letter listing the CD as having {$20000.00}, and I also learned the high yield savings had {$3000.00}, which was the opposite of what I intended. I called last week and was told that the accounts would be switched and I should call the next day. I called the next day and was told they are working on it and I should call early next week to confirm the transaction. I called early the next week as instructed, and was told that the banking operation team determined it was not a banking error. I asked to speak with a team member and was told they can not be reached by the public. I went through several supervisors and received the same robotic answer - it is not a banking error. I was also told that if I wanted my {$20000.00} switched to the high yield account or sent back to me that I would have to pay {$780.00} in penalty ( 540 days of interest ). I asked why they had not called me when they saw the discrepancy and was told again the banking team determined they were not at fault. I believe the deposit slips are very deceiving, and since they look identical it would be easy to confuse which went where. I asked to have the slips sent to me so that I could see how the bank decided they were not at fault, and again I was put on hold, then was told it would have to be approved and I could contact them in 7 to 10 days to see if it was. I am XXXX years old and in no way wish to tie up {$20000.00} of my savings in a 5 year CD. I believe they took advantage of a situation and now have my money although I clearly marked where the checks were to go. XXXX XXXX XXXX XXXX has only one phone number and the people who answer are obviously trained how to field complaints, how to put one on hold, and how to defer giving answers. This bank seems impersonal, deceptive and difficult to deal with.
Company Response: Closed with explanation

Timely Response

2018-06-13

Albuquerque, NM

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: Well? Here I am again opening a new complain. After my last call to you in XX/XX/XXXX ( sorry, I do not remember the exactly day ) I received the letter Of American Express around the first week of XX/XX/XXXX, about my complain number XXXX. I need to open a new complain after I followed my funds with Taxation and Revenue State of New Mexico. The State of New Mexico needs to know when ( exactly ) American Express send the report and the total amount, the State of New Mexico it has not receive any info about it ; neither any number or sum. Actually I also need American Express to prove me and tell me how American Express sent my information and my funds to the State of New Mexico.
Company Response: Closed with explanation

Timely Response

2018-06-13

WY

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: My prepaied bluebird checking account, by american express was charged {$300.00} on XX/XX/XXXX for purchase to XXXX XXXX XXXX. I contacted my bank immediately to dispute. They eventually issued a temporary credit for the amount. On XX/XX/XXXX I got an email that my account was permantely closed and the credit of {$300.00} was reversed as the fraudulent charge was denied and bluebird considered the charge authorized. They did not provide any proof of this being an authorized charge yet I DID provide proof it was fraudulent. XXXX XXXX provided me with an email stating they could see it was a fraudulent charge and would work with my bank to get me my money back. I provided this email to the bank. They closed my account, are holding all my funds, including my upcoming direct deposit paycheck, XXXX took the {$300.00} from me without proving the charge.
Company Response: Closed with explanation

Timely Response

2018-06-13

Discovery Bay, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: My husband and I have received four phone calls from four different phone numbers saying they are American Express. Never leaves a message.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

Mount Holly, 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: I signed up for the Platinum Delta Skymiles credit card from American Express with a welcome offer of XXXX bonus miles if I spent {$3000.00} in the first 3 months, which I did. To date, I have not received the bonus miles despite meeting the requirements, and paying their hefty {$200.00} annual fee. I have contact them multiple times via their online chat. I contacted them on XX/XX/XXXX, again on XX/XX/XXXX, where they confirmed I would receive the bonus miles in the next 1-2 billing cycles. Contacted them again on XX/XX/XXXX which they indicated my case was being looked into. And a final time on XX/XX/XXXX with no result.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

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

2018-06-13

South Florida, FL

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: American Express keeps reporting a " hard '' credit inquiry on my XXXX credit bureau report. This inquiry is from XX/XX/XXXX and is too old to be listed on my credit files at XXXX. It is definitely hurting my credit score and ability to obtain a loan.
Company Response: Closed with explanation

Timely Response

2018-06-13

Clinton, MS

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

Charlotte, NC

Closing your account

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

Can't close your account
Complaint: After being a loyal customer of XXXXXXXX XXXX and a XXXX XXXX American Express Credit Card holder, I had to close both relationships due to a terrible experience with XXXX 's property at XXXX XXXX XXXX. I received an email confirmation stating that both had been closed accordingly. Then standing transactions began to post to the account again. When I called back in I was informed that the " partner '' had reopened my account. The Amex agent couldn't tell me who or why so I have to assume that partner equates to XXXX XXXX. I requested that the account be closed again and demanded an explanation of how this could have happened as this doesn't seem legal. I was told by Amex that they would submit my case for investigation and I would hear back. They sent me a message to a secure location that is no longer active since my account is closed. I haven't received any calls or emails with an update on the situation. Neither of these companies seem to care about how they conduct business.
Company Response: Closed with explanation

Timely Response

2018-06-12

Arsenal, PA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I submitted a dispute about my balance XX/XX/XXXX for American Express. On XX/XX/XXXX, I received a letter from American Express stating that " We are unable to locate the American Express account since it has been purged from our records, we have requested that the reporting agencies delete all info pertaining to the account from credit report. '' I waited a few months, each month American Express would continue to report derogorities on my credit report, thus lowering my score. Finally I disputed with the credit bureaus on XX/XX/XXXX with the letter from American Express as evidence. As on XX/XX/XXXX, nothing has changed, American Express is still on my report and reporting negatively each month.
Company Response: Closed with explanation

Timely Response

2018-06-12

Dunnellon, FL

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: On XX/XX/XXXX I contacted my credit card company regarding a purchase I made XX/XX/XXXX, while on vacation in Tennessee shopping at the XXXX XXXX XXXX. I purchased a package of 3 products from a Kiosk owned by XXXX XXXX. A sales rep, XXXX, approached me to demonstrate the product by applying them to my face and after she reduced the price several times I finally purchased the products for {$380.00}, that price was good for that day only. Her sales pitch was that if you use this product you will not need to have XXXX XXXX or XXXX. After the purchase the sales rep XXXX, said she would email me the instructions on how to use their products. The sales pitch was all about and XXXX XXXX XXXX, " you don't need XXXX XXXX, this product will take care of the problem. '' When I returned home, I opened my products and read the instructions on the packaging, which was not the same thing the sales rep said when pushing her product. I then checked to see if she had emailed me the instructions on using the product. Upon reading the instructions she stated for " instant XXXX XXXX '', use once a week before going to bed, under your eyes, upper lids and between your eyebrows. Clearly this is not what the instructions said on the packaging. It stated " daily application ''. There are other discrepancies. She claimed the product contained XXXX and XXXX XXXX, but its not listed as an ingredient. I tried the product and did not see the same results as the product she applied on my eyes at the mall. I followed her instructions applying the " instant eye lift '' at night before bed and had an adverse reaction. Under my eyes were all red and had bumps on them. I feel this sales rep has grossly misrepresented the product she sold me. This is out and out fraud. I contacted my credit card company and filed a dispute on XX/XX/XXXX and also XX/XX/XXXX. All they did was to come back and say that they contacted the merchant and they stated that as per their records the goods sold are of excellent quality and free of any defects. Of course I did not expect them to say any different, but I feel this sales rep has misrepresented the product she sold me.
Company Response: Closed with explanation

Timely Response

2018-06-12

New Rochelle, NY

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 attempted to transfer ~100k of my membership rewards to a partner airline program so that I can book flights before a significant redemption devaluation that is coming up in a week. I was given a notification on the transfer page that my account is now under review to verify that all of my purchases " meet qualifying criteria ''. I don't have a clue what that means and AMEX has not yet given me an answer. I have spent a significant amount of money on this card under the presumption that I would be allowed to use my membership rewards without restrictions. I am currently unable to do anything with them and I have not been given any answers as to how this problem can be resolved. I am very frustrated with the ambiguity with which AMEX conducts its business and the lack of customer support when issues like this arise.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-12

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: There was a purchase on my card where the merchandise was not received through XXXX and was not credited to my card. I disputed it with my credit card company and they reversed it and placed it back on my card.
Company Response: Closed with explanation

Timely Response

2018-06-12

Jacksonville, FL

Fees or interest

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

Unexpected increase in interest rate
Complaint: Several times American Express offered me 0 % interest. I finally took them up on that. When it was over, Hurricane Irma had just hit and I have 2 properties in Florida. When I called about something else, they informed me I would now get 0 % " until further notice '' on TWO different calls that was confirmed! Suddenly, in XX/XX/XXXX, I began accruing interest and finance charges to the tune of now almost {$3500.00}! I have always paid off my balance every month and refuse to carry a balance or accrue interest. I consider myself extremely detail oriented and I would like someone to listen to the audio calls where these agents told me these things. They have credited back a portion of the fees but a remaining {$2000.00} is still disputed. Every time I call I am told something different than the last agent. It seems their agents are not trained properly and are misinforming clients. All I want is for the finance charges and interest that they promised to credit back, be completed. From there I will go back to paying my balance in full every month as I have for 17 years. I was not in need of the 0 % but it sure did help since my rental property in XXXX XXXX went 4 months with no rentals due to the hurricane. If I had thought I was going to have interest charged I NEVER would have carried a balance, or if I was told a DEADLINE I would have paid it off before that. I just now discovered in going through past statements to report this, that they have another {$100.00} accrued over the months during which i had 0 % interest! I had paid it off until XX/XX/XXXX. My 0 % interest was from XX/XX/XXXX-XX/XX/XXXX. How, if my balance was paid IN FULL through XX/XX/XXXX, can you start charging for a small portion of the balance during 0 % interest time?
Company Response: Closed with monetary relief

Timely Response

2018-06-11

Baychester, NY

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-06-11

Armstrong, PA

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

2018-06-11

Ocklawaha, FL

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 XXXX in points with American Express.I called them to ask what I had to do to get reimbursed for airfare.They told me to just charge it to my card and then call them back for credit.At the time I was told that my points would easily cover the airfare of $ XXXXMy airfare was booked through a travel agent/ tour operator called XXXX.I called Amex and it was very difficult to get to the right person and was told that because XXXX included my airfare in with the tour package I could not get credit as the amount was over what my points would cover.So I had XXXX reissue the airfare amount as a separate charge.So today XX/XX/18 I recalled Amex to get credit.After a few very tedious conversations I was told that my points would not cover even the {$6700.00} which I was told a few months ago it would.First of all they do not clearly disclose the value of these points.Searching on the internet it said the points are worth 1.8 % which would give me about {$10000.00} in value.I was told by Amex that the XXXX points would not even cover the $ XXXX.The reason is they discriminate against how you purchase the airfare by valuing reservations made by Amex more then other agencies.So the Amex user is disadvantaged by using a travel service other then Amex when it comes to rewards points.Of course this was not disclosed to me when I initially called them to ask for guidance.Amex has a complicated set of poorly disclosed rules set up to restrict rewards redemptions.Just a horrible customer experience for anyone.One would think that a 40+ year customer who has charged millions of dollars would get better treatment.
Company Response: Closed with monetary relief

Timely Response

2018-06-11

Scottsdale, AZ

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: On XX/XX/XXXX, American Express sent me an email stating my payment had not arrived. I never set up for such email alerts. My payment is due on the XX/XX/XXXX and was not late. I called on XX/XX/XXXX to inquire about my payment and it was received XX/XX/XXXX. So not only was my payment received before the email was sent out, it also was not late. I requested that the email alerts be removed and he said I had to do it online. I'm on vacation and don't have time for that. So not only did I have to take time out of my vacation to call them to inquire on a payment that was received now I need to remove myself from such alerts that I never signed up for. I want American Express to stop emailing me and remove me from any email alerts they send to my email. My payment is always made on time.
Company Response: Closed with explanation

Timely Response

2018-06-11

Arco, 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
Complaint: American Express advertises a promotional offer to its customers through its branded travel division termed the " Fourth Night Complimentary Offer. '' However, the characterization of this promotion is purposely misleading, because AMEX customers do not actually receive a complimentary night ( or nights ), or an equivalent financial savings. I contacted AMEX with this written complaint ( attached ) and it responded with an e-mail robo-response directing me to call its AMEX platinum travel.
Company Response: Closed with explanation

Timely Response

2018-06-09

Rncho Domingz, CA

Other features, terms, or problems

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

Other problem
Complaint: On approximately, XX/XX/2017, XXXX XXXX bank began conducting an investigation into a potential fraudulent charge. The bank then contacted American Express and American Express refunded the potentially fraudulent payment to the XXXX XXXX account. American Express not only reversed the one charge, but in fact reversed all the charges from the XXXX XXXX account. They reversed charges that dated back for 18 months with no communication with my father, the named entity on the trust account in question, regarding the name of the account holder, myself, where the charges had gone for the previous 18 months. Upon receiving notice by American Express that my account was now {$58000.00} delinquent going back 18 months, I made an immediate investigation on my part. The charges were indeed not fraudulent and American Express was contacted regarding repayment of the funds. American Express then informed me, that the only way to repay the funds, was via check. They would not except a electronic transaction. The check for approximately {$58000.00} was sent to American Express along with a written letter ( included with this complaint ), instructing where the check was supposed to be deposited. American Express then promptly cashed the check and the funds never appeared in my account. After numerous discussions with American Express and my urging for them to look at my fathers account, who has the same last name as I do, they then discovered that they had credited the amount to the wrong account. In the two week period between when they received the check and when they discovered that they put it in the wrong account, American Express canceled my card and account. We werent informed by American Express that the reversal of charges had been properly credited at the time but rather our credit cards just kept getting denied and we had to deal with the hassle and embarrassment of not only dealing with vendors that we paid monthly payments to from that card, who were now not receiving their payments in time, but we also had to deal with the time it took reestablishing those direct payments, and dealing with late fees from some of those companies, as well as figuring out other credit cards to put those charges on. Upon cancellation of the account, American Express removed all of my previous airline miles that I had accumulated in the excess of XXXX miles as well as the loss of many extra months of points that would have accumulated from the consistent payment of those automatic payments. I was later informed that the points could not be re-credited because I did not have an account with American Express because they canceled the card. I was informed that a canceled card could not be reinstated. American Express then suggested that I reapply for a card, so that they could credit the airline miles to that new card. When I reapplied for a card I was declined by American Express, because they claimed that I had an outstanding balance of {$58000.00} that went back 18 months and because of their erroneous reporting, my credit score dropped by 200 points. ( please see attached rejection letter ) In reality the {$58000.00} was only out of American express his hands for five days from when they notified me of this problem too when the check was sent to them but they cash the check and put it in the wrong account. They then claimed that the reason they couldnt give me a credit card was because of a debit to the account that they caused, and they knew about. I requested that they re-age the account, which took multiple requests before any action was taken. It has now been nine months since this clerical mistake occurred between XXXX XXXX and American Express, I am still have no credit card with American Express, I have no airline points with American Express. This situation has caused a great deal of undue stress to myself and my family, because we are dealing with very extreme health issues of my wife. It is unnecessary to put someone through this type of stress when they are trying to pay off medical bills for their spouse who is undergoing XXXX XXXX for XXXX XXXXXXXX XXXX. All of this XXXX is documented by science as being very unhealthy for a XXXX patient. My wife called American Express and begged them to take care of this before she began treatment again. Which they never did. They in fact did nothing to help. The American Express corporate office hung up on her when she reached out to them. I have spent over 40 hours dealing with this situation that remains unresolved. I have spoken with XXXX and XXXX and XXXX and XXXX and countless others. I have spoken with customer service, debt collection, credit bureau unit, multiple managers as well as the corporate office, all of which claim they cant do anything and will get back to me, but they never do. Not only should American Express be bending over backwards to apologize for the activities that occurred without ever informing me of any investigation or returning of funds, but for the nine months where they have taken away my ability to use their credit card, for the fact that they took away over XXXX miles of airline miles which were trying to be used for to book tickets to Hawaii for my in laws XXXX wedding anniversary and my mother in laws XXXX birthday. Because of my wife treatment we were planning on flying business class so that she could be comfortable, but we have not been able to book tickets when prices were lower because of the time that this whole situation has taken. The length of time it took American Express to re age my account as well as the fact that they retro-actively reported unpaid balances, which were not unpaid, has caused my credit score to drop by 200 points. American Express has also never addressed their action in the credit reporting. This ordeal has caused stress on my marriage and created strife between my father and I. It has taken nine months and no one has gotten back to me. Nobody has been able to give me an answer and everybody keeps putting me to other departments that tell me that theres nothing they can do. They can only send me to another department who says theres nothing they can do.
Company Response: Closed with explanation

Timely Response

2018-06-09

San Francisco, 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: For background, I had an Amex Platinum until XX/XX/XXXX, but canceled it due to several poor customer service experiences with Amex. In XX/XX/XXXX, I read an article announcing that Amex was doing a targeted offer for XXXX bonus points via XXXX XXXX CardMatch program. I've been considering trying the card again, but I assumed I'd be ineligible since I already had an Amex Platinum. I decided to give it a chance though and, to my surprise, was matched to the XXXX bonus point offer. I still thought it might disappear when I went over to Amex to apply officially, but nothing indicated that I wasn't eligible for that offer, so I officially apply and am approved for the card. 3 months later, I've put well over the required $ XXXX min spend on the card, plus paid the {$550.00} annual fee, but still haven't received the bonus points. I reached out to customer service about this, and they tell me that I'm ineligible for the bonus because of my previous card and that I should have noticed that in the fine print ( even though everything on the page I applied through made it appear like I was still getting the XXXX bonus offer ). I'm extremely disappointed about this. I would not have reactivated my Amex card without that bonus, nor would I have paid the annual fee, nor would I have spent several thousand dollars on the card. I feel like they've run a bait and switch on me by burying the fact I wasn't qualified in the terms and conditions somewhere while still making it look like I was qualified throughout the application process.
Company Response: Closed with explanation

Timely Response

2018-06-09

San Jose, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response