AMERICAN EXPRESS COMPANY

2018-05-15

San Diego, CA

Other features, terms, or problems

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

Other problem
Complaint: Applied for American Express XXXX XXXX card on/around XX/XX/2018. Moved to new address. Never received the first card. A new card was sent, that was also never received ( card was never activated, nor used, so no fraud ). On XX/XX/XXXX, received mail forward from old address with a bill for {$95.00} for a card I never received nor activated, nor used. American Express is not willing to waive a fee, instead they offered me another credit card. I have told them to cancel the card. Still, they noted they billed me for this fee ( to use a card I never received, activated or used ) and said because they billed me over 30 days ago, I am liable. I want to know how I am liable if they never fulfilled their end of the contract. Once the first card was not received and a new card was sent, why was this not sent certified mail as there may have been a high likelihood of fraud.
Company Response: Closed with monetary relief

Timely Response

2018-05-15

Lakewood, 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

2018-05-15

Lexington, KY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-05-15

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 referred a family member for one of their products, the American Express XXXX XXXX card, and that person was approved. American Express promised to give me XXXX XXXX points for referring this person if they were approved. My referral bonus did not post within a reasonable time period so I contacted American Express after 8 weeks from the date of this person 's approval. American Express refused to credit the points. I referred this person on XX/XX/XXXX and the person applied for the XXXX XXXX card on XX/XX/XXXX. I watched this person use my referral link and saw that his application was approved, this again was on XX/XX/XXXX. We each took screen shots of every step and that documentation is attached. I contacted American Express on XX/XX/XXXX and initially they said they would review my account by chat. They did not further initiate a chat invitation. I then contacted them again on XX/XX/XXXX and they told me they would not credit the points.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-15

Grangeville, LA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Amex has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-05-15

Bakersfield, CA

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: I have a bunch of issues with American Express and this complain will include at least 4 different issues that I am having with my American Express accounts. I have 5 different accounts with American Express and recently I have been receiving terrible customer service and by terrible I mean customer service agents who are transferring me from one line to the other and giving me contradicting or even wrong information at times. They are friendly and trying to help but if they can't solve the customer issues then it's not good enough. 1 ) First issue has to do with my amex premier rewards gold card ending in XXXX. I got this card XX/XX/XXXX and put over {$2000.00} in charges on it however I can only see the charges from XX/XX/XXXX and that's it. Everything before that is like it never happened. I contacted the customer service team about this numerous times and they keep promising to raise tickets to customer support and get back to me and nothing happens. Where are my transactions from the day I got the card? 2 ) Second issue is that I submitted a request to move negative balance of around {$10.00} from my premier rewards gold card ending in XXXX to my XXXX card ending in XXXX on XX/XX/XXXX. I was told it typically happens within 72 hours. I call today to ask about the status and the agent told me that I just submitted the request yesterday and I need to wait. I told her I am sure it was a week ago and she said she doesn't see that on the system. 3 ) Third issue I tried to allocate available credit from my XXXX ending in XXXX card to my XXXX XXXX everyday card ending in XXXX and it just won't go through even though I have the credit available. I want to transfer {$200.00} from XXXX to XXXX XXXX XXXX. Customer service told me they can do that over the phone and still couldn't do it even though they asked for my annual income and other information! 4 ) When I opened my Everyday card ending in XXXX in XX/XX/XXXX I didn't receive a points welcome offer instead I received an offer to get a higher credit limit after using and making on time payments on the card for the next 5 or 6 months and if I never received a credit increase on that card during that period ( which I didn't ). Attached is a screenshot of the email that I received that confirmed the same information on the original Offer Terms that I agreed upon while applying for the card. It's been over 7 months since I got the card and I never received that promised increase and Its obvious that this is an automatic increase that should happen on its own without me going through the hassle of manually requesting it. I like American Express and I have 5 different credit accounts with them as well as savings account and ran a lot of charges across all of my accounts in the last months. So I would like those issues resolved in a timely manner because having different issues across different accounts with the same issuer is not optimal.
Company Response: Closed with explanation

Timely Response

2018-05-15

South Florida, FL

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Complaint: i made 2 purchased from XXXX each totaling XXXX.XXXX charged my Amex card twice.My card showed charges of XXXX each and then one charge of XXXX which totals my original purchased.I contact both XXXX and Amex and explained the issue.XXXX tells me that theres no hold and AMEX should fix the account issue.Amex refuses to address the issue and credit me the XXXX that has disappeared.I contacted them and they refused to help.
Company Response: Closed with explanation

Timely Response

2018-05-15

Jupiter, FL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: amex has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-05-15

Thousand Oaks, 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
Company Response: Closed with monetary relief

Timely Response

2018-05-14

Simi Valley, CA

Incorrect information on your report

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

Personal information incorrect
Complaint: My name is XXXX XXXX. I had a name change on XX/XX/XXXX. I submitted my name change document to update my bank account information as well as credit card companies. My bank account and all my credit cards are updated. On XX/XX/XXXX, I applied for the American Express credit card through their pre-approved invitation. The invitation was under my old name XXXX XXXX. I submitted the invitation by mail together with my name change information/document ( i.e. new ID copy, SSC copy, Court name change document and a written statement indicating my name change ). I was issued my American Express Credit Card in my new name. In XXXX, I found out that I can not pull my credit report through XXXX. I finally figured it out that my " legal name '' record in the back end of American Express was my old name and American Experss had been reporting my old name to the Credit Bureau. XXXX is the only one has not updated my name. On XX/XX/XXXX, I called the American Express customer hotline and questioned about their record. I asked them why they had not updated the legal name in the system, but issued my card in the new name when I applied for it. I told the staff that they are providing incorrect information to the credit bureau. First, the staff said I had not submitted any name change information to them. Then I told her I did when I first apply for the credit card that my first card was issued in my new name. I had never been issued any card under the old name. The staff insists that I can issue a card with whatever name I want. She told me the account creation department processed my application. Then, I requested to talk to the account creation department or supervisor or someone that can help me. After a few attempts, a staff consulted with a supervisor and admitted that they should have some proof of my new name otherwise they will not issue the card under my new name. She confirmed that I do not have to submit any document, and she will fix the record that I will receive a callback in 2 days after it is fixed. However, I had never received the phone call. I called back a week ago, I explained the situation, then she said she would have a supervisor to listen to the recording. A supervisor returned the call an hour later and claimed that he can not find the recording and I have to submit my name change document to correct their record. Finally I got my name fixed through American Express in XX/XX/XXXX. I waited for months and found out that I still can not access the credit report through XXXX. I have no problem with the other 2 credit bureau ( they both have correct information ). I finally contact XXXX on XX/XX/XXXX. The staff confirmed that my record is still under my old name, she insisted that no creditor providing them the update information. She said the last update was from American Express on XX/XX/XXXX under my old name. She instructed me to fax or mail in the copies of my Driver License, SSC and Court document for my name change to " XXXX Dispute Department ''. She said I need to write a cover letter to explain those document are for updating my name in their record and quote the case # XXXX. She asked me if I want a copy of the credit report, I said yes and confirmed my address with her. I also wrote on the cover letter that I would like to have a copy of my credit report once my record is updated. I told the staff that I would mail in those document with the cover letter as I do not have access to a fax machine. I sent out my letter and document to XXXX on XX/XX/XXXX. I called XXXX on XX/XX/XXXX to check the progress. The staff told me that he does not see any document received in my record. I wonder if the mail got lost. I confirmed with him that the address that I sent is the correct address of their Dispute Department. I told him that I concerned why they do not received my document. He told me that I can call back couple days later to check again. I asked him why the other 2 credit bureau have the correct information but XXXX. He insisted no one was providing them the update information. He told me that I can have my creditors to contact their Business Relations Department ( he gave me the number, but I do not know where I put it ) to have the problem solved. So, I called American Express again right away after talking to XXXX. American Express told me to contact their own American Express Credit Bureau Unit, but they are in the XXXX XXXX. So, I had to call the next day during their business hour. I called the American Express Credit Bureau Unit on XX/XX/XXXX and explain the situation. The staff confirmed that they did send the credit information to all 3 Credit Bureau every month. The last time they sent out the information was XX/XX/XXXX. He said he would send an update to all 3 Credit Bureau and it might takeXX/XX/XXXX business days for the Credit Bureau to update the information. I called XXXX onXX/XX/XXXX and checked to see if they have updated my name in the record. But no, it is still my old name in their record. I explained to the staff again, but she said it does not show any document received in their record and normally the document receibed will be on file for 5 business days. She also insisted that no creditor providing the update. I told her that I feel insecure of sending my document ( important personal document ) by mail again since someone has lost or something has happened to it. I am afraid someone would use my information and I have concern about the identity theft if someone got my document somehow. I requested to talk to the department who is supposed to receivd the udpate from creditor, but she ignores me and insisted that they have not received any update. I also questioned her that all my creditors have updated information and have been reporting the " correct '' information, but why XXXX does not take the information. I asked her why there is no problem with the other 2 Credit Bureau. Why they only take the " old incorrect '' information from American Express, but not the other creditors ( I have couple credit cards ) in the first place? Again, she insists they have not received any update. I told her that last time I called, the staff told me that I can have my creditor to contact their Business Relation Department directly and I requested her to give me the phone number again as I do not know where I put the number last time. The staff refused to give me the phone number and said my creditor should know the number. Then I called the American Express Credit Bureau Unit again to ask them to help solving the problem that initiated by their mistake. The staff insists they will not make any outbound phone call in any circumstances. So, now I am stuck overhere. XXXX insists no creditor has providing them the udpate information. American Express said they send out the update to all the creditors. XXXX said my creditor can call them, but American Express ( the one who causes the problem initially ) said they can not call them.
Company Response: Closed with explanation

Timely Response

2018-05-14

Kansas City, MO

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 went to the American Express website and saw the Gold Delta Skymiles card. Along with it was a sign up bonus offer. The offer stated that if you spend {$2000.00} within the first 90 days you would receive XXXX bonus Delta Skymiles. Then if you spend an additional {$1000.00} after that within the first 90 days you would receive and additional XXXX bonus miles - totaling to XXXX bonus miles. I immediately called in to apply for the card over the phone and verified that this offer was still valid. I was told yes it was and if I got approved I would receive it as long as I meet the spending criteria. I was initially declined for approval and then asked for reconsideration. The application was approved on XX/XX/XXXX. Within the first 30 days I had already met the {$2000.00} of spending. And now I have met the additional {$1000.00} spending also. On XX/XX/XXXX I received a bonus of XXXX miles instead and immediately called into to American Express to let them know this was the wrong amount. They opened up a case investigation for me and gave me a Case Number of XXXX. They stated that bun XX/XX/XXXX the case would have a decision. I called in today ( XX/XX/XXXX ) and was told they still dont have a decision.
Company Response: Closed with explanation

Timely Response

2018-05-14

Seligman, AZ

Improper use of your report

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

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

Timely Response

2018-05-14

Albion, 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 signed up for the Delta Skymiles rewards card through American Express. They advertised XXXX bonus points for spending {$2000.00} in the first three months, plus an additional XXXX bonus points for spending an additional {$1000.00} in the first 6 months. I met these requirements within the first month of opening the account. The points were never deposited into my Delta Skymiles account. I opened my first chat message through their Amex app on XX/XX/XXXX asking about the bonus miles. I was told on XXXX that it would be credited to my account 6 - 8 weeks after meeting the requirements. Then on XX/XX/XXXX I messaged support again to get a status on my promised rewards. I was told they were going to open an inquiry for me and that I should check back after 2 to 3 weeks for the status. On XX/XX/XXXX I messaged again for an update. I was then told I need to wait 6 to 8 weeks for the investigation to complete and have the points deposited into my account. At that point I asked to be escalated to a supervisor who could see that I certainly did meet the requirements for the card. But was also told that sue to the immense response to the offer, there has been a delay awarding the rewards points and they need to research all submissions. I told them their shady business practice was unacceptable and I needed a date to expect the rewards. I was not given one as they can not fix it on her level. I followed up several times in XXXX through chat and was told the MAXIMUM time frame for the investigation is 2 billing cycles and I only escalated my case towards the end of XXXX. Today I called them and spoke to a supervisor who told me they are having an issue with a " handful of accounts '' ( I have seen that this is the term Amex uses a lot with other people that have raised concerns like this_, and they do not have a date they can tell me when I can expect a resolution. I am at almost 9 months with this card and no resolution or even a feeling that this will be resolved. This is an unfair business practice and this company needs to be exposed for what it is doing to consumers.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-14

Albuquerque, NM

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Closed with explanation

Timely Response

2018-05-14

Santa Monica, CA

Problem with a purchase shown on your statement

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

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

Timely Response

2018-05-14

Ridley Park, PA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-14

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: American Express won't let me use my points " This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. '' No one can tell me when me and my partner will be able to redeem the points. Given various reasons for the hold. We made a complaint and still haven't heard anything.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-13

Hialeah, FL

Improper use of your report

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

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

Timely Response

2018-05-13

Staten Island, NY

Incorrect information on your report

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

Account information incorrect
Complaint: I have several serious issues 1the amount credit usage 2 payment history 3 amount of times late 4 balance of payment left 5 deragoatory marks or statements not true 6 inquiries hard 6 fraud alert 7 amount of credit limit
Company Response: Closed with explanation

Timely Response

2018-05-13

Houston, 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
Company Response: Closed with explanation

Timely Response

2018-05-12

Allen, TX

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

2018-05-12

Tibbs, MS

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/XXXX I noticed on XXXX XXXX that Amex had reported my closed account as being late. That same day I contacted Amex and I asked for an explanation and I was told there was a {$1.00} balance on my account which I did not know since I never received my final bill. The agent apologized and stated that Amex would re-age my account and forgive the balance and it would be corrected on my credit reports. On XX/XX/XXXX I contacted Amex again since my reports still showed the negative information and was told it was still being worked on and I should wait for 1 to 2 billing cycles. To this day the account is still reporting to the credit bureaus as 30 days past due.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-12

Juniper Hills, 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 had an American express Platinum card, it was opened on XX/XX/XXXX and during the course of using this card i was not informed that i have to pay all my bills when its due. So during the due date i called the customer service representative and told them i had no idea the full balance was due immediately. The representative i talked to said that if am able to pay a certain amount that it will not be considered a late payment. I paid more than the amount agreed and on the agreed date i paid the remaining balance. So weeks later i found out that they still reported my account as late even due we came to an agreement that if i finish paying my balance on the date agreed it will not be considered late payment. I contacted American Express on the issue, told them of the arrangement i had with the representative but they kept sending me to different departments every time.I didn't know what else to do so i closed the account on XX/XX/XXXX but the late payment is still there and it is hurting my credit score. I hope you can help me resolve this dispute. Thanks.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-12

Manhattan, 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 non-monetary relief

Timely Response

2018-05-11

Manassas, VA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response