AMERICAN EXPRESS COMPANY

2018-06-03

Laurel Hollow, NY

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2018-06-02

Austin, TX

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 had the following AMEX offer : Get XXXX additional Membership Rewards points one-time by using your enrolled Card to spend a minimum of $ XXXX in one or more eligible transactions directly with XXXX XXXX by XX/XX/XXXX ENROLLMENT/ELIGIBLE CARDS : Enrollment limited. Must add offer to Card and use same Card to redeem. Only U.S.-issued American Express Cards that are enrolled in the Membership Rewards program at the time of purchase are eligible. Your enrollment of an eligible American Express Card for this offer extends only to that Card. Your enrollment does not extend to any other Cards that may be linked to the same Membership Rewards program account ( such as Additional Cards ). Offer is non-transferable. ELIGIBLE PURCHASES : Offer valid for purchases made directly with XXXX XXXXXXXX through XXXX, XXXX reservation telephone line, or XXXX mobile app. Purchase must be in XXXX to qualify. Purchases such as XXXX XXXX flights are included if purchased through XXXX. Not valid for purchases through third parties, agents, and affiliate sites that link to/from XXXX. Excludes gift certificates, lounge passes, lounge memberships, hotel bookings, car rentals, ground transportation, vacation packages, insurance, purchase or gifting of mileage on Mileage Plan account, XXXX XXXXXXXX XXXX XXXX and purchases within lounges, aboard flights or at international airports. I purchased {$280.00} worth of XXXX XXXX tickets on XX/XX/XXXX via XXXX. The promotional points didn't post so I went and reviewed the promotional terms. I originally overlooked the " Offer valid for purchases made directly with XXXX XXXX through alaskaair.com '' line in the terms. When I reviewed the purchase on my statement, it lists " Doing business as : XXXX XXXX. '' Promotional offers can take 2 days to 90 days to post, so I contacted American Express customer service via chat. This is the transcript from XX/XX/XXXX : -Hi, How may I help you today? XXXX - XX/XX/XXXX XXXX XXXX Hi, I am writing to check to see if my XX/XX/XXXX purchase on my platinum card satisfies the XXXX XXXX Amex offer requirement. You - XX/XX/XXXX XXXX XXXX I will check this XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? XXXX - XX/XX/XXXX XXXX XXXX Yes You - XX/XX/XXXX XXXX XXXX Thank you. May I know the name of the offer so that I can find and verify the charge? XXXX - XX/XX/XXXX XXXX PM Spend $ XXXX, get XXXX Membership Rewards Points You - XX/XX/XXXX XXXX XXXX Thank you XXXX - XX/XX/XXXX XXXX XXXX Please allow me some time XXXX - XX/XX/XXXX XXXX XXXX Thank you for your patience XXXX - XX/XX/XXXX XXXX XXXX I have verified the charge. It is eligible for offer benefit. As per the terms : - The additional points will be credited to their program account within 90 days after the offer end date This is the maximum time frame XXXX - XX/XX/XXXX XXXX XXXX Thank you for your assistance. Have a great day. You - XX/XX/XXXX XXXX XXXX You too! 90 days past and no promotional points were awarded. I contacted American Express chat again inquiring about the missing points and I was told that the matter would investigated and to contact them again in 10-15 business days. I waited, contacted them again, and was told my purchase did not satisfy the offer as it was not purchased directly with XXXX, even though I was explicitly told my purchase satisfied the offer requirements. I escalated my issue to a supervisor and was told the same thing.
Company Response: Closed with explanation

Timely Response

2018-06-01

Ocean Beach, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-01

Newnan, GA

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 called American Express to add an authorized user. The agent offered a zero interest for 15 months with a transfer of my current to a different type of American Express credit now being offered. The interest rate once the promotion expired was about what I was paying, so I accepted the offer. The agent state she added the authorized user. I received a credit card, but no credit card for authorized user. I called because the terms did not read what I was told. They said there was a mistake by the agent. A case has been opened XXXX, and they have offered reward points, but not what was originally offered. I have requested my notes and a review of my call, but have not received anything. They say they have called back, but they aren't leaving messages or notes of substance. The language is cumbersome on these credit cards, but read, read, read before you proceed. I'm using this card or agreeing to the written docs, until they keep their word.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-01

Oakland, 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

2018-06-01

Bradevelt, NJ

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

2018-06-01

Chester, 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: I applied for a Delta American Express card in XX/XX/2017 with an offer of a XXXX bonus point offer if I meet a minimum spend requirement within three months. I met the minimum spend requirement within three months. I had the account open for another three months after that. I never received the bonus. I followed up with American Express multiple times and they told me they will have to investigate the case. After six months of having the card I did not want the card anymore and closed it. Finally once I closed the card they told me the investigation has closed but they don't have a place to send the bonus due to my account being closed. They have my Delta account and can send it there as they always do but they told me I would need that card to be open.
Company Response: Closed with explanation

Timely Response

2018-06-01

Cherry Brook, MA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2018-06-01

Burbank, CA

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2018-05-31

Baldwin Hills, CA

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

Timely Response

2018-05-31

Encino, CA

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with explanation

Timely Response

2018-05-31

Burlingame, CA

Fees or interest

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

Problem with fees
Complaint: Company : American Express Product : Gold Delta SkyMiles Credit Card On XX/XX/XXXX, a " removal of credit balance '' charge for {$81.00} posted to my account. This cleared a credit balance of ( {$81.00} ) on my account. I inquired about this charge a few days later and was told that a check had been sent to me. After a few weeks, the check didn't arrive. I figured it may have gone to the wrong address, as I was moving to a new residence around that time, so I contacted the company again. I was told that a new check would be sent to me. I asked the company to confirm the address that the check would be mailed to, and they read my new address back to me. After a few more weeks, this check hadn't arrived either. I contacted the company a third time, was told that a third check would be issued, and confirmed the correct mailing address again. A few weeks after that ( it's now sometime in XX/XX/XXXX ), I called back again, as I'd seen no trace of the third check. I was told that I could receive the credit balance refund as a wire transfer to my checking account instead of a check. A wire transfer for {$81.00} appeared in my checking account on XX/XX/XXXX. After this, I went back to check my credit card statement and noticed that a charge of {$81.00} was posted to my credit card on XX/XX/XXXX. I now had a debit balance of {$81.00} on my card. I called American Express to inquire about this charge, and was told by the representative that they would submit a claim to the disputes department, and that the claim would be resolved in 7-10 days. The claim was subsequently rejected, and the debit balance remained. I called back a couple more times, with the same result ( call in, representative submits a dispute claim, claim gets rejected 7-10 days later ). I've tried to escalate, but the last two times I was told that 1 ) no managers were available at the time I was calling ( when trying to escalate to the 3rd-level representative ), and 2 ) all the supervisors were in a meeting and unavailable to take calls ( when trying to escalate to the 2nd-level representative ). One of the times that I called in, I was told that one of the refund checks had been cashed in XX/XX/XXXX, but I have never received a single refund check, so the only way this could have happened is if I had been a victim of mail theft. It's now been four months since the original credit balance removal charge, and I have still not gotten a refund for it. I've lost count of how many times I've contacted the company ( more than 5 ), but I have not been able to resolve this issue with them.
Company Response: Closed with explanation

Timely Response

2018-05-31

Baker, WV

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-05-31

MN

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 previously filed a complaint against American Express with the Consumer Finance Protection Bureau for this matter and that complaint number is XXXX. The original issue remains in that I was promised a referral bonus if the person I referred was approved for a new credit card, in this case the XXXX XXXX XXXX XXXX XXXX. The original details of the issue are documented in complain XXXX and a copy of that complaint is attached to this complaint for reference. The reason for this second complaint is that American Express responded to the original complaint and stated that they deposited the XXXX XXXX points for the referral bonus. They did not. I verified with XXXX that American Express did not deposit the XXXX points at or around the date they said they did, and also confirmed with XXXX that at no time during 2018 did American Express deposit any XXXX points into my account. Therefore, American Express negligently claimed it had resolved the problem when in fact it did not. I am requesting again that American Express deposit the XXXX XXXX points that it owes me for the successful referral I made to their benefit and now I am asking for an additional XXXX XXXX points because of the several hours of time it has taken to document this issue and communicate with American Express, XXXX, and the Consumer Finance Protection Bureau regarding this issue.
Company Response: Closed with explanation

Timely Response

2018-05-31

Evans, GA

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-05-31

Garrett Park, MD

Other features, terms, or problems

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

Privacy issues
Complaint: I have a small business account with American Express. When I tried to apply for an additional card for my new employee AMEX said that our company has reached its limit for additional cards ( 99 ). That didn't sound right to me, so I checked online and noticed that we only had 64 open cards with American Express. When I spoke to a supervisor, I was informed that they were also counting cards that had been previously closed/cancelled even though the employees were no longer with our company. Additionally, AMEX informed me that until those cards expired, we would not be able to open an additional card. I asked them to mail me information about those accounts so that I could document the expiration dates and confirm that no fraudulent activity was taking place. They refused to honor my request. I am now concerned that these " cancelled '' cards are being used without my consent and that it will effect my business and personal credit. What next steps should I take? Thank you
Company Response: Closed with explanation

Timely Response

2018-05-31

Clarkesville, GA

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 applied for and was approved for a American express delta sky miles card. The deal was spend XXXX XXXX dollars in three months and get XXXX delta sky miles. I have me my end of the promotion and now I am being told my card was approved but the promotional part was declined. I am furious. If they were not going to honor the promotion I never would have applied for this card.
Company Response: Closed with explanation

Timely Response

2018-05-31

Airmont, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-05-31

Austin, TX

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: XX/XX/XXXX American Express closed my account without warning while under dispute due to the result of a severe case of identity theft I suffered and which had been reported. I provided American Express with a lengthy document outlining their adverse actions which were based on fraudulent information. I never received a reply to this certified document submitted on XX/XX/XXXX. The reasons given for account closure by American Express were due to my suddenly decreased credit score which was due to fraudulent information being reported by XXXX in response to credit card fraud. After my accounts were closed, I received correspondence from American Express as well as verbal acknowledgment on several recorded phone conversations that my rewards points would be cashed out and applied to my remaining balance as long as the account was current. I consistently made payments to equal to the balance minus the disputed billing errors which should not have been held responsible for. Despite the account being held current the rewards points were never applied to the balance. Additionally, American Express closed out the billing errors being disputed stating I failed to provide the requested documentation. This statement, however, was inaccurate as I provided all the requested documentation when initially filing the dispute. These documents, despite being uploaded directly through the American express portal seem to have been consistently lost by the billing dispute agents working the case. The balance on my Amex platinum card has been paid in full and never past due or delinquent with the exception of the amount in dispute. I even paid the balance which should have been removed by the redemption of my rewards points. To summarize, American Express has taken adverse action based on fraudulent information resulting from reported and documented identity theft which has almost all been corrected. They were notified of the identity theft via certified letter which was never responded to and even closed an account in dispute in violation of consumer protection laws.
Company Response: Closed with explanation

Timely Response

2018-05-31

Brooklyn, 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: I am writing to make a formal complaint and request that American Express honors the advertised sign-up bonus for XXXX XXXX credit card that includes one free weekend night andXXXX XXXX XXXX XXXX points, which were not credited to my account.The details of the advertised sign on bonus are available in the screenshots of attached document. I submitted a new application for XXXX XXXX credit card at American express website www.americanexpress.com in the beginning on XX/XX/2018 and met the spending requirements within a month. I contacted customer service via chat and phone multiple times and they told me that I was not eligible for any of the advertised bonuses because my application was processed as a product change/upgrade and not as a new application and on their end. I spent about a month talking to customer service representatives and supervisors via chat and phone with no progress and no resolution date. Every time I contact American express I deal with a new representative and have to start from scratch. I mailed a formal complaint ( attached ) to American Express corporate offices, but received no answer. Please assist. Thank you
Company Response: Closed with explanation

Timely Response

2018-05-31

La Vergne, TN

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

2018-05-30

PA

Fees or interest

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

Problem with fees
Complaint: It is with great frustration that I must file a complaint against American Express. I have consistently received less than stellar service whether it be with customer service or their voice response system. When my annual fee was assessed on XX/XX/XXXX, I planned to close my account by ensuring I paid the balance in full less the fee and all of my points earned with my last large transaction were transmitted to the partner XXXX. My balance was paid in full less the fee on XX/XX/XXXX. After speaking with XXXX, I learned that the star points earned for the prior year and a half on my AMEX were NOT posted to the accompanying XXXX account in my name. After an extensive call with the partner XXXX, they directed me back to AMEX to understand where they were mapping my @ XXXX points and it was confirmed that they were in fact transmitting MY points from a credit card account in MY name only to a XXXX account that does not bear my name. When I challenged XXXX to understand how those transmissions did not error due to the name mismatch, I was told they needed to investigate. This all transpired after 5+ calls to AMEX starting on XX/XX/XXXX, XX/XX/XXXX and finally on XX/XX/XXXX. I had a advisor initiate a conference call with XXXX, we were making progress but unfortunately the call dropped. I called back and got a different advisor who assured me he would remain on the line to resolve the issues, only to do a blind transfer to XXXX, leaving me to explain everything yet again to XXXX without an AMEX advisor on the line which left me yet again with no resolution. I was at my wits end and finally escalated to a supervisor XXXX who finally took ownership of the issue but needed to take a few days to research what transpired. On XX/XX/XXXX, he called back to indicate that he straightened things out and the @ XXXX points were finally appearing in the XXXX account in my name. As I hope you can understand, I was not going to close my account until all points were verified in my XXXX account and all issues were resolved. Over the course of the past few days, I have spoken with AMEX 4 times regarding my request to close my account but first waive the annual fee. It baffles me that even a supervisor ( of which I have talked with two on 3 different occasions ) do not have the empowerment to waive a {$95.00} annual fee. They continue to stand on the fact that I was disclosed the fee would be coming due and did not pay the fee within 30 days. ( it was assessed on XX/XX/XXXX and yesterday was XX/XX/XXXX ) Even though I lost over a week of that 30 days doing extensive legwork with VERY LITTLE assistance from AMEX until I connected with XXXX and they can evidence that on their system, all escalations regarding the fee waiver are falling on deaf ears. I could not wait to sever all ties with this company but needed to first get the points situation resolved. I should not be penalized because of their mishandling of my points transfer, horrible customer service and the extensive amount of my time and effort that I had to put forth to resolve the problem. I hope you can assist me in getting AMEX to acknowledge that the annual fee should be waived and any subsequent interest or fees while I have continued to work the issue on my own so that I can completely walk away from this company and close it with a XXXX balance with all points in the correct XXXX account.
Company Response: Closed with monetary relief

Timely Response

2018-05-30

East Rockaway, NY

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

2018-05-30

WY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/XXXX I noticed a debit from my bank account for {$300.00} to " XXXX XXXX XXXX XXXX ''. I immediately called bluebird by american express to advise I did not make this charge or purchase, I was told to call back when the charge has processed as it was currently on hold status. 3 days later it had processed so I called back, they started a dispute on the charge & canceled my card & sent a replacement debit card & said it would take 7-10 days to resolve. I then emailed XXXX about the charge & they responded to call their fraud dept. XX/XX/XXXXI called XXXX fraud & was told the purchase was for XXXX XXXX tickets in XXXX XXXX on XX/XX/XXXX & that they couldn't refund the charge because the event had already taken place & the tickets were used. XX/XX/XXXX I called bluebird by American Express again to see where the investigation was at & why my funds were still locked. This is my checking account, my paychecks are direct deposited, all my funds are in this account and have been locked for 20 days. Bluebird advised my funds would be locked until I activated the replacement debit card, which I still hadn't received so they had to send a second one. My dispute was denied even though I could provide proof I was no where near XXXX XXXX at the time of the incident.
Company Response: Closed with explanation

Timely Response

2018-05-30

Cheverly, MD

Struggling to pay your bill

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

Filed for bankruptcy
Complaint: I requested a copy of my online application used to get this credit card XX/XX/2016. Did not receive it. I would like a copy of my online application used to get this credit card.
Company Response: Closed with explanation

Timely Response