AMERICAN EXPRESS COMPANY

2018-05-19

Boston, MA

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/XXXX, and XX/XX/XXXX I referred two of my friends to open Amex XXXX Aspire cards for the promotion of Member Get Member Bonus XXXX points. It takes 2 months and I called Amex at least 5 times, they kept telling me I will receive points in following statements, but, I receive none of them.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-18

OR

Other features, terms, or problems

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

Problem with balance transfer
Complaint: I opened this card for the sole purpose of taking advantage of their 0 % APR 0 % fee balance transfer offer. I was granted a {$5000.00} credit line and initiated a transfer request of 75 %, {$3700.00} on XX/XX/XXXX which posted to my account on XX/XX/XXXX. I was informed it may take up to 5 days for the transfer to reflect on the other card and so I waited but the balance transfer payment from Amex was never reflected on the card it was intended to pay. I contacted Amex on or about XX/XX/XXXX to inquire about this issue and was told I had to take it up with the recieiving card. I called the receiving card, XXXX, and they confirmed no payment was received from Amex on my account. The following week I contacted Amex and informed them of this, I also confirmed they had sent payment to the correct account- which they had. The representative I spoke with put this transaction into dispute. I asked that she cancel the balance transfer and try again. She said they had to have it cleared with their dispute process first. In the following weeks I followed up with Amex each Monday and received no assistance or update on the status of my account. The last contact I had with the company I requested they cancel any pending balance transfer and close my account because at this point the entire goal of the balance transfer was moot and I am fed up with their process. I was then informed I would not be allowed to cancel any transfer and that I didnt know what I was talking about. When I asked to speak with supervisors I was not redirected and given no actionable assistance from the staff. I was informed complaints take up to 6 weeks to resolve, however the complaint was entered in to in the beginning of XX/XX/XXXX and it is now XX/XX/XXXX. I still have no resolution. I now have a revolving balance on a card Im not going to pay because it doesnt reflect a successful balance transfer and Im still paying interest on my XXXX XXXX, which had been the entire motivation in the first place to do a balance transfer. At this point I am going to have the XXXX XXXX paid off If Amex ever gets it together, then Ill be on the hook for money I have requested several times now not be transferred. Additionally the use of 75 % of my available credit with Amex has hurt my credit score. Amexs customer service has failed to put th customer first. I offered to submit statements from my XXXX XXXX to prove no transfer made it through but they declined. I have received no updates on the status at this point and Im very worried about being responsible for {$3700.00} that I did not spend.
Company Response: Closed with monetary relief

Timely Response

2018-05-18

Ft Myers, 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 returned shoes to XXXX XXXX in which waited the allowed time frame to get my refund. In which didnt get the refund then disputed the transaction and received the money on XX/XX/XXXX. Then they took it back from my account XX/XX/XXXX. I have been disputing this since XX/XX/XXXX. They have yet to fix it then. Theyre disputing incorrect merchant. I am beyond furious with having to do their job and not getting the customer service I should be getting.
Company Response: Closed with explanation

Timely Response

2018-05-18

Lk Buena Vis, FL

Incorrect information on your report

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

Account information incorrect
Complaint: Incorrect/wrongful info reporting to credit bureau, Inappropriate methods for debt collection ( including lies ), breaking an agreement for paying debt. My company XXXX XXXX has two ( 2 ) credit card accounts with American express with existing balances. We were in negotiations to pay those balances and always were clear of the intensions to pay them in full. In XX/XX/XXXX and in XX/XX/XXXX we've made in agreement and make 2 payments total of {$8000.00} ( {$4000.00} for each account ) in order to prevent those accounts to fall into collections, as we agreed. On XX/XX/XXXX ( 6 days after the payment ) American express broke our agreement and reported to XXXX Credit Bureau this account as personal collection account for me, ( XXXX XXXX ), as a guarantor with delinquency of 90 days or more!!! This is ridiculous since it based on misleading information - First : 90 days or more delinquency is wrong reporting ( last payment date is XX/XX/XXXX, business has made two ( 2 ) payments in two ( 2 ) month, that's 20 % of the total balance ) ; Second : An agreement has been broken by American Express or their representatives, they lied to me promising that in exchange of the payments keep accounts out of collection and even refund late fees and reopen one of the account ; Third : since business has paid last month that couldn't be reported as personal debt, I'll take responsibility if it's not paid.
Company Response: Closed with explanation

Timely Response

2018-05-18

Encino, CA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-05-17

Bham, MI

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: I had a credit card with American Express for 6 to 8 months. Since I was working on a project for my business at some point and time I would lend money from the credit card to a client until they could repay me. American Express called inquiring about my business dealings, I supplied the necessary documentation they needed to satisfy their inquiry. Then randomly months later, I received an email stating they closed my account amd I owe the full amount, a little in excess of {$7000.00}. They did not give me a reason. Then I paid a portion right away to show good faith that I am working with them to pay off what I owe. I have been in communication with them about payments, so their next action was completely uncalled for. I received a text message from my brother that American Express had reached out to him but addressed to me in the voicemail to me telling me to contact them in regards to my account. That is none of his business, nor anyone else, and it forced me to respond to him about my own business in which I was very unhappy about. When I called American Express complaining they said it was the alternate number to comtact me - which is completely false I never provided my brother 's phone number for them to contact in regards to my account. I told them that I believe that is unfair and poor business practices especially since I have been in communication and working with them in good faith on my part. Not to mention they call me 3 times a day which is a huge disruption to my day. I would understand their situation more so if I was completely ignoring or throwing in the towel on what I owe however that is not the case and I believe I have been treated very unfairly in the situation given I have not been given any reasons why my account was closed from the beginning.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-17

Brooklyn, NY

Closing your account

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

Company closed your account
Complaint: CFPB COMPLAINT # XXXX ALL INFO IS THERE. YOUR RESPONSE IS A COMPLETE AND TOTAL LIE. YOU ADVISED ME THAT IF I DO NOT OPEN A XXXX XXXX ACCOUNT MY CARD WOULD BE CLOSED THIS IS TRUE. THE LIE IS I HAVE ONE OPEN FOR A WHILE ALREADY. I CALLED XXXX XXXX AND THEY BLAME ON YOU AND YOU BLAME ON THEM ... .SOUNDS LIKE 2 KIDS ... ... SEE ATTACHMENT ... .STRANGE IF I HAD NO ACCOUNT ... ... DEAR AMEX, TIME TO ADMIT YOU ARE WRONG HERE AND FIX THE ISSUE AND COMPENSATE OR I WILL TAKE ACTION.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-17

Omaha, NE

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-17

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: XX/XX/2018, I contacted the credit card company American Express to complain about a payment of XXXX had been sent to the wrong location. The credit card company told me that they could not cancel the payment I would have to contact the bank. The bank ( XXXX XXXX ) refused to cancel the payment. I even went to two branches in my local area and they still refused to do anything to assist with the situation. American Express even deducted funds from the payment of XXXX that they were not supposed to have received. I contacted American Express XX/XX/2018, and I was advised by ( XXXX ) that a check would be mailed next business day. American Express still has not processed the check and are still deducting funds from the payment they were not supposed to receive despite the fact that I have complained several times about the situation. P.S. I have also had an issue with American Express accepting payments but not updating credit balance.
Company Response: Closed with monetary relief

Timely Response

2018-05-17

Brooklyn, NY

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 non-monetary relief

Timely Response

2018-05-17

Cortlandt Manor, NY

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: This will reference prior cases XXXX ; XXXX ; and XXXX. I just received notice that AMEX is charging late fees of {$81000.00} while I was granted a stay by AMEX on XX/XX/XXXX while speaking to XXXX XXXX XXXX title team leader who granted a STAY for payment and now I am being hit with LAte PAyment fees. I have been defrauded by XXXX XXXX while AMEX knows this that the monies were removed from my account after third party verification. The amount that is now owed AMEX went from XXXX to XXXX. This is not right. In addition it will be shown that XXXX XXXX defrauded me as per a third party verification that has caused severe damages. I am lost for words what these banking institutions are doing ... Please remove these late payment fees and get XXXX To live up to their word in making XXXX payment plus damages to me ASAP Just received statement from AMEX XX/XX/XXXX 60 day late Payment fee {$8000.00}
Company Response: Closed with explanation

Timely Response

2018-05-17

Cortlandt Manor, NY

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: This will reference prior cases XXXX ; XXXX ; and XXXX. I just received notice that AMEX is charging late fees of {$81000.00} while I was granted a stay by AMEX on XX/XX/XXXX while speaking to XXXX XXXX XXXX title team leader who granted a STAY for payment and now I am being hit with LAte PAyment fees. I have been defrauded by XXXX XXXX while AMEX knows this that the monies were removed from my account after third party verification. The amount that is now owed AMEX went from XXXX to XXXX. This is not right. In addition it will be shown that XXXX XXXX defrauded me as per a third party verification that has caused severe damages. I am lost for words what these banking institutions are doing ... Please remove these late payment fees and get XXXX To live up to their word in making XXXX payment plus damages to me ASAP Just received statement from AMEX XX/XX/XXXX 60 day late Payment fee {$8000.00}
Company Response: Closed with explanation

Timely Response

2018-05-17

Audubon, PA

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

2018-05-17

Escondido, CA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2018-05-16

Somers Point, 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
Complaint: On XX/XX/XXXX i receive my direct deposit as always, And on the very next day XX/XX/XXXX my money was gone. I call amex customer services to file a claim on a transaction for the full amount of my paycheck of {$1200.00} dollars after few days they reply on a piece of email saying that the transaction was authorized therefore my account is no eligible for a refund aparently someone login in to my account and schedule a transfer to their own account.
Company Response: Closed with explanation

Timely Response

2018-05-16

Philatelic Center, 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: Hi. I opened AMEX credit card on XX/XX/XXXX because they advertised that they would give free XXXX Delta bonus miles after spending {$3000.00} in three month. However, I didn`t receive the bonus miles in three months after spending more than {$4000.00} in three months, so contacted them on XX/XX/XXXX, asking for it. Below is what they said : " XXXX bonus miles and XXXX Medallion Qualification Miles ( MQMs ) after {$3000.00} or more in qualifying purchases are made on the Card within the first 3 months ( 92 days ) of Card Membership. '' XXXX - XX/XX/XXXX XXXX XXXX " I see that you have met the spending limit already, however once you meet the limit, it take 6 to 8 weeks to receive the bonus. '' XXXX - XX/XX/XXXX XXXX XXXX " I would request you to wait for some more time, you will receive the miles. '' So, I waited couple weeks more, but I never received. So I reached back to them on XX/XX/XXXX. Below is what they said : " in this is an on going issue where the Card Members have not receive their welcome bonus. Let me go ahead and raise an inquiry on a priority basis with our Marketing team '' " I apologize for the inconvenience XXXX. Since you are eligible for the welcome bonus offer. Hence I've raised an inquiry in this matter. '' XXXX - XX/XX/XXXX XXXX XXXX " It may take up to 6-8 weeks for this inquiry to resolve. '' So, I waited more and reached them on XX/XX/XXXX. Below is what they said : " XXXX, I see that you have already submitted an investigation to resolve the matter '' XXXX - XX/XX/XXXX XXXX XXXX " We opened an investigation on XX/XX/XXXX it usually takes 6-8 weeks to resolve the investigation '' I reached out to them four-five times more until today. They even gave me the case number : XXXX, that was never solved.. I regret that I opened this card. I couldn`t buy the Delta flight that I was going to buy with the bonus miles. This is ridiculous.. Why did they advertise that way then? I would`ve opened different card, right? Please help me on this issue with American Express.. Thank you very much! XXXX
Company Response: Closed with monetary relief

Timely Response

2018-05-16

Diamond Bar, 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

2018-05-16

Lb, 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: I was asked if I wanted a payment made. to apply later once. But now it appears the company started giving the apply latter category to me from then on, thus throwing off my ability to know when payments like {$700.00} and {$200.00} are really applied. Thus, throwing off my calculation of payments. All pay should have apply immediately as possible, not constantly apply later. This is deceitful to bait once and keep doing. I need my payments applied as soon as I pay them, not baited for delay. And, if I went into unnecessary debt I want to be reimbursed. If my alerts were mis handled I want them properly recognized and acknowledged like all people no matter what race we are.XXXX trends need to stop.
Company Response: Closed with explanation

Timely Response

2018-05-16

Wallington, NJ

Getting a credit card

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

Sent card you never applied for
Complaint: Please help me uncover what may be happening at American Express. I was just issued a replacement credit card ( previous card canceled ) with absolutely no notification, information or authorization. According to American Express, my personal information was " intercepted '' ( no fraudulent charges made ) by a 3rd party so they issued me a new card. The problem is that they did this without telling me and are now refusing to tell me anything about what happened or who " intercepted '' my information. They are telling me that they can not disclose anything to me because it is an ongoing investigation. EVEN THOUGH IT IS MY INFORMATION THAT HAS BEEN COMPROMISED. It sounds like they are covering up something and I am hoping you can help me find out what is happening. Thank you for any assistance!!!
Company Response: Closed with explanation

Timely Response

2018-05-16

Omaha, NE

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2018-05-16

Bissell, CT

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

2018-05-16

Ewa Beach, HI

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2018-05-16

Occoquan, VA

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: A relative purchased a gift card for my birthday. Unfortunately, I lost this gift card. I was able to obtain the gift card receipt ( Proof of Purchase ). The gift card was purchased at XXXX grocery store in XXXX, VA. I contacted American Express and faxed over the documents in XX/XX/2018. I received a letter from American Express stating that they could not process the gift card and/or issue a new gift card. American Express has made the entire process arduous. I filed numerous complaints with the Better Business Bureau. Please reference Complaint ID : XXXX. I am requesting the assistance from the Consumer Financial Protection Bureau in efforts to obtain replacement card.
Company Response: Closed with explanation

Timely Response

2018-05-15

Patterson, MD

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I am the victim of identity theft and my account information was stolen. I received alerts on my cellphone informing me large purchases was made using my account number. Three transactions totaling {$700.00} was charged ( XX/XX/XXXX {$300.00}, XX/XX/XXXX {$210.00} and XX/XX/XXXX {$180.00} ). I immediately contacted Amex to have my account closed. At that time, the representative closed my account and issued another card. They also emailed me a Declaration of Fraud form to complete and send back. I completed and submitted the form and I was told that Amex doesn't issue a temporary credit until the investigation is complete. It will take up to 10 days for the investigation to complete and at that time a decision will be made if a credit would be issued or not. On XX/XX/XXXX, I received and email to inform me that the investigation was closed and I will NOT be issued a refund of my stolen money. I was instructed to send a request to the company if I wanted to review the documentation leading to this decision. I have NOT received any documentation from the company that supported their decision not to refund me the stolen money. The only information I received was that " They '' investigated the claim and found the charges to be authorized. That is completely false. I did not make or authorize those charges and the company can not provide me with evidence of the investigation. I am requesting a full refund of the money that was stolen from me and Amex did not do their due diligence to protect my account information.
Company Response: Closed with explanation

Timely Response

2018-05-15

San Francisco, CA

Getting a credit card

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

Problem getting a working replacement card
Company Response: Closed with explanation

Timely Response