AMERICAN EXPRESS COMPANY

2018-05-11

Roseville, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2018-05-11

Three Bridges, NJ

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Received letter, dated XX/XX/XXXX, from American Express Legal stating that I owed {$10000.00}, per agreement signed XX/XX/XXXX. I have repeatedly tried to get in contact with their attorney and they say there is a stipulation from XX/XX/XXXX, stating that I would pay {$500.00} a month. I never received this stipulation and never received correspondence from the attorney. I have been making monthly payments on the American Express website and as of the date of the letter, the balance on the account was {$9000.00}. When I spoke to two different representatives at American Express Legal, they both went back and forth on the amount of money that I owed. They both tried to say I owed {$10000.00} at different points in the conversation. That's also the amount listed in the letter. I made a {$550.00} payment today in good faith to try to show that I am working to pay down my debt. The current amount due is {$8500.00}. My understanding is that American Express can not collect a debt larger than what I, as the consumer, owe.
Company Response: Closed with explanation

Timely Response

2018-05-11

Ocklawaha, FL

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response

2018-05-11

Winnsboro, LA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: XXXX {$340.00} American Express Serve An transaction was not authorized by because an error on a website. Call American Express and ask to a manager and my issue with the transaction was not taking care of and remains on hold.
Company Response: Closed with explanation

Timely Response

2018-05-11

Brooklyn, NY

Closing your account

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

Company closed your account
Complaint: I opened up a XXXX XXXX account in order to get a XXXX XXXX Amex credit card. I then got it. My XXXX XXXX account was closed. Amex let me know I have until XX/XX/XXXX to open a new account or my amex card will be closed. In XX/XX/XXXX I opened a new XXXX XXXX account. Still Amex closed mt credit card on XX/XX/XXXX and blamed it on XXXX XXXX. I called XXXX XXXX they said it was Amex decision. Fact is someone is lying and acted against their own terms and conditions.
Company Response: Closed with explanation

Timely Response

2018-05-11

Flowood, MS

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-05-11

El Paso, TX

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: On XX/XX/XXXX my car along with some of my neighbors cars were broken into, and my phone and wallet was taken. Police was called where a report was filed and my phone company was notified. Neighbors reached out that same day saying the found some of my cards in the bush on my street, because of my work schedule and theirs I couldnt meet with them until the XX/XX/XXXX to get it. On XX/XX/XXXX I contacted my bank due to my American Express not being part of the cards that were located. They rep told me of transactions made on the account on XX/XX/XXXX. I informed the rep what happened and she filed a dispute. American Express denied my dispute and I refilled it in which the denied it again. I reached out to the police and merchants In question and they told me to contact my bank. I contacted my bank again and she told me to send information that shows my phone was stolen in which I did. After speaking with a rep and supervisor, they told me they will file an appeal. Later, I was informed they cant file an appeal because it shows the phone that was stolen was an XXXX phone and it says on my dispute I had never done business with XXXX Pay before. I informed the rep that the phone stolen was an XXXX phone but I have never done business with XXXX Pay, nor is any of my cards linked to them. She says because I had an XXXX phone that was stolen they can not appeal my claim for {$2400.00}
Company Response: Closed with explanation

Timely Response

2018-05-11

Discovery Bay, CA

Other features, terms, or problems

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

Other problem
Complaint: Hello, Amex called me during my work on Wednesday the XX/XX/2018 around XXXX Pacific Time from the following number : XXXX XXXX XXXX XXXX. They told me they were cancelling my card because I used it to send money to someone on XXXX. They were not very amicable and being at work I was kind of confused with the situation. I asked if we could talk about and explain the situation in order to understand what was happening better. This was to no avail. So I checked my XXXX transaction history after my shift. I never used my Amex to send money to a family member, I used my XXXX card. they said I used it to send money to my uncle using XXXX. With that information, I tried explaining that online in their chat service. They told me to call XXXX XXXX XXXX, spending more than an hour being bounced back and forth between different people, they told me to call XXXX XXXX XXXX. After another long wait, I am told to call XXXX XXXX XXXX! I finally reach the original caller 's voice mail. Leave a message explaining that I used my XXXX card to send money not Amex. Next day, Thursday the XX/XX/2018, having not received any reply from the original caller. I call customer service again, I am passed on to three different people. They repeat the same exact scripted nonsense without listening to what I have to say. Anyway, I am finally told that the original caller is out until the XXXX and it's too late they already decided to cancel my card. After some argumentation from me, I was quite aggravated but remained polite throughout the conversation. I am told to call her replacement at XXXX XXXX XXXX extension XXXX. Again, I leave a voice message explaining everything to her and asking her to please call me back. Today Friday the XX/XX/2018, having not received a callback from the above mentioned person, I try my luck on twitter. After wasting more time there, I am told that they can not do anything and I need to call someone else somewhere. This situation is very intriguing because as I recall I had around XXXX XXXX points that I was trying fo transfer to XXXX XXXX miles program so that I could buy a ticket for my mother. The synchronicity of this while situation is very odd and having read about Amex 's practice online I can understand why they would inflict financial damage, stress and anxiety upon in order to confiscate my reward points and benefits. I would be grateful to you if you could help in any way you can as soon as you can, Thanking you for your understanding, Kind regards,
Company Response: Closed with explanation

Timely Response

2018-05-11

Clermont, FL

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

2018-05-10

North Prosser, WA

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

2018-05-10

Wilmington, DE

Problem with a credit reporting company's investigation into an existing problem

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

Problem with personal statement of dispute
Complaint: I had an American express green card, i called their customer service line regarding a question about my reward points. I was offered an upgrade to a platinum card by the representative. I declined the offer because of the spending terms, Then he said he could upgrade me to a gold card. I accepted. i received the card in mail. About a month later i received two statements and called American express to find out when they would be merging my green card account with my gold and they informed me i had two accounts. I said i did not want two accounts they said i can just close the green card. I advised I did not want to do that because it would negatively affect my credit rating and that is not what i agreed to do. They said I did. I filed a complaint with American Express. Then i finally got a response back 5 weeks later after several other phones calls and was told that the recording has the representative reading a disclosure to me and that means i was told i was opening a second account. I told them the representative did not explain what he was reading disclosure for, i assumed it was normal protocol for upgrading. I asked for copy of recording they refused said i have to get a subpoena and mail it to them for the recording, i asked if we could listen to call together and they said no. Then the supervisor said she could speak no longer about the situation. If American Express is going to use a recording to make a decision that affects my credit why cant i at least hear the call? I need American Express to correct my credit Bureau so i do not suffer any adverse consequences on my report.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-10

NV

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 ordered ( XXXX ) 2 TV boxes with 2 lifetime warranties from XXXX XXXX XXXX and used my American Express Serve card for payment, {$170.00}. On XX/XX/XXXX I cancelled the order by phone speaking with XXXX, the Customer Success Manager at XXXX, due to them not being in stock. I still have yet to hear from this company so I filed a dispute investigation with American Express online as instructed, spoke with someone at XXXX. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I faxed ( XXXX ) and emailed the proof of documents requested by them ( XXXX ) through the American Express Encrypted Email. On XX/XX/XXXX I get this email : After completing our review, we are pleased to let you know that the temporary credit of {$89.00} that we credited to your account on XX/XX/XXXX has been made final. This case is now closed. First of all, the amount of the refund is wrong and when I look at the refund that was actual credited to my card it was only {$67.00}. I tried calling XXXX and was told I can only email the dispute team they don't take phone calls. Like I said I provided proof three times to them and they are not taking the time to get it right. Please help.
Company Response: Closed with monetary relief

Timely Response

2018-05-10

Santa Ysabel, CA

Fees or interest

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

Charged too much interest
Complaint: On approximately XX/XX/XXXX I contacted American Express regarding how I can reduce the high interest rate American Express is charging on my credit card or how I can enter American Express 's debt settlement program. I was told by a XXXX XXXX XXXX that American Express has a debt settlement program that was available for a monthly charge of $ XXXX/month at 7 % /year for 5 years. When I followed up with American Express in early XX/XX/XXXX I was sent to 4 different extensions without ever receiving an answer regarding American Express 's debt management program. I was, also, told American Express could not locate XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-10

Laredo, TX

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with monetary relief

Timely Response

2018-05-10

Beyersville, 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: A couple months ago I signed up for the Amex Premier Rewards Gold card with an offer for XXXX after spending {$2000.00}. I met the spend and the points were awarded in pending status. There was a return on one of the purchases and the bonus was taken away which I understand since I had not met the spend. Eventually I met the spend again, received confirmation ( see attached email from Amex ), and the points were awarded. A few days ago I wanted to transfer the XXXX points that I currently have and I received the following message : " 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. '' I chatted with customer service and I was told that I needed to wait until the review was over to have access to my points again. I also called the Membership Rewards department and the person confirmed that my account was in good standing but my points were subject to this review and it could take up to 8 weeks for Amex to unfreeze them.
Company Response: Closed with explanation

Timely Response

2018-05-10

Bloomington, MN

Trouble using the card

Credit card or prepaid card: Gift card

Trouble getting information about the card
Complaint: In XX/XX/XXXX, my partner and I were bumped from a Delta flight and were given over {$2000.00} in American Express reward cards ( 9 different cards with varying amounts from {$100.00} to {$500.00} ). We received the cards in XX/XX/XXXX. The expiration date on the cards is/was XX/XX/XXXX. Towards the end of XX/XX/XXXX, I was curious when exactly the cards would expire and I wanted to make sure that I used them prior to them expiring. I called the customer service line number on the back of the card and spoke with someone regarding this question. The woman I spoke with from American Express told me that the funds do not expire and that when the card expired, I could request a new card. She went on to say that there was no re-issuance fee. I gave her several card numbers for her to check and she said the same thing for each card. I asked her if I could proactively request a new card with a new expiration date and she said no. On XX/XX/XXXX, after the card had expired, I called Amex to get the cards re-issued. I was informed by a customer service rep that the cards had expired and there was nothing they could do about it. I was on the phone for over a hour with them and finally spoke with a manager who said that she would open a case and they would look into it. They apologized and said I might have been given the wrong information. I didnt hear anything for a few weeks so I called again and they said they would look into it. I called 3 additional times over the next few months and finally in mid-XX/XX/XXXX i was told that the case had been closed and that the cards terms and conditions still applied and there was nothing they could do. I again spoke with a manager who i told the story to and told them that I was not complaining about the terms and conditions. I was complaining about the fact that I was given bad information by their employee and suggested they go back and listen to the call from XX/XX/XXXX where theitr employee had misled me ( and caused me lose over {$1000.00} ). The manager said they would open a new case and I haven't heard anything since. I just don't think it is reasonable that they should have ZERO accountability for giving out misleading and inaccurate information about the terms and conditions. Especially when it misleads consumers into losing a significant amount of money.
Company Response: Closed with explanation

Timely Response

2018-05-10

AL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: XX/XX/2018 Amount : {$340.00} Bank : American Express Made a purchase and the shipping address was different from the billing address. Call the bank to stop the transaction but stated it was on HOLD until they get more information. Refuse to put funds back on the card.
Company Response: Closed with explanation

Timely Response

2018-05-10

Cortlandt Manor, NY

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

2018-05-10

Columbus, OH

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

2018-05-09

San Mateo, CA

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

2018-05-09

Green Acres, FL

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

2018-05-09

Columbus, OH

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

2018-05-09

Foothill Ranch, 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: I have an Amex offer " Spend {$60.00} or more, get {$20.00} back '' on XXXX XXXX. I placed an order onXX/XX/XXXX. The initial charger was {$60.00}, then I received a confirmation email titled " Great news! You just used your Amex Offer ''. The content is " Dear XXXX We appreciate you using your Amex Offer at XXXX XXXX. Look out for a {$20.00} statement credit, which will automatically be applied to your statement if your purchase meets the offer terms. '' There were some items in my order were cancelled without notice. I only know this cancellation after the shipment, when was XX/XX/XXXX So the charge was adjusted to {$46.00}. Now AMEX refused to give me this {$20.00} credit. The cancellation was out of control at my side.
Company Response: Closed with explanation

Timely Response

2018-05-09

Terre Haute, IN

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-05-09

New Britain, CT

Other features, terms, or problems

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

Other problem
Complaint: I upgraded my Gold card to a platinum card by using the offer I received in the mail which was for XXXX reward points. I had a RSVP code of XXXX XXXX XXXX XXXX and a call in code of XXXX. I called in to make the upgrade and was assured that the reward points would be applied. You can imagine my surprise weeks later when the points were still not credited to the account. I called in and opened a case and they have not resolved it after 8+ weeks. They said that they can not find a copy of the letter that they sent me with that offer code. thankfully I have it ( and uploaded it and the name of the rep I spoke with and their extension number ) that links that code to me. This is unacceptable. Clearly a bait and switch. I remember seeing online the promotion for XXXX points if you upgraded as well. It should NEVER take 8 weeks for them to fix their mistake and four calls to supervisors to inquire as to the status and to fix their mistake. There are dozens of similar stories online about reward points just magically never getting credited to peoples accounts and the struggle with Amex to get it fixed. Someone needs to hold this company accountable for their business practices.
Company Response: Closed with explanation

Timely Response