AMERICAN EXPRESS COMPANY

2018-04-30

Oxford, GA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/XXXX the day after the payment due date and the day after AMX withdrew the money from by bank account, I received an email stating that AMX has reduced the credit line on my AMX Blue Cash card by {$3100.00} even though I have never paid late or missed a payment, never exceeded my credit limit, and AMX has increased my credit limit several times ( credit limit increased {$2000.00} on XX/XX/XXXX, {$3000.00} XX/XX/XXXX, and {$1700.00} XX/XX/XXXX ). On XX/XX/XXXX I received a letter from AMX stating that my credit limit had been lowered. According to the letter part of the decision was based on my FICO score the AMX obtained without my knowledge or permission on XX/XX/XXXX. By reducing/lower my credit limit it will appear that I am using a higher percentage of my AMX credit line that I was when the purchases were made therefore reducing my FICO and credit score even lower than what it was prior reducing my credit worthiness and making harder and more difficult for me to obtain credit. I don't know what AMX 's objective is and or what AMX intends to accomplish by reducing my credit limit. There is no statement on the credit report that indicates that the credit line was $ XXXX and balance was $ XXXX prior toXX/XX/XXXX and that on XX/XX/XXXXthe credit line was reduced by {$3100.00} for other creditors to see when pulling a credit report and considering any credit application. On XX/XX/XXXX, I contacted AMX by phone to discuss the decision to lower the credit line and spoke to a representative of foreign extraction, it seems that AMX out sources customer service call centers to foreign countries. The representative asked questions about my employment and income and if I rent or own my home and I told him that I own and that the house was paid for and there is no rent or mortgage payment owed and the house is free and clear. The representative stated that in order to restore the credit line I would have to pay 50 % of the balance owed by XX/XX/XXXX or submit financial documents such as bank and savings account statements, IRA or 401k, ect., for AMX to " review '' and make a decision within 45 days. In previous experience with companies most of the time when they offer to " review '' they usually still say no and make up some reason to justify upholding the original decision. It is highly unlikely that AMX would revers it decision so it would be a waste of time and effort to submit financial documents and that my 401k and IRA are less than 90 days old so there has been no time for them to grow interest and become established.
Company Response: Closed with explanation

Timely Response

2018-04-30

Gold River, CA

Improper use of your report

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

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

Timely Response

2018-04-30

Menlo Park, 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 explanation

Timely Response

2018-04-30

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

2018-04-30

Encino, 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 explanation

Timely Response

2018-04-29

IN

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 went online to access online banking account held with American Express Serve and was unable to do so. I immediately contacted American Express Serve to see if there was a problem. The representative told me that American Express Serve was experiencing some technical problems and that my account should be off hold in 24-48 hours and that it was a problem that had effected many of their customers- not just me. At approximately XXXX on XX/XX/XXXX I received an email from American Express Serve stating that I had transferred the balance from my reserve to my main account. I immediately contacted American Express Serve once again and asked who made the transfer, because I had not. The customer service rep. told me that American Express Serve had made the transfer to my main account and then did a manual debit to remove the funds from my main account. The rep. said they had no other information at this time, except that the account would be on hold for 24-48 hours. I keep calling American Express Serve and was finally transferred to a gentlemen named XXXX in technical support would stated that he authorized the transfer and manual debit of the funds based off a letter he received from my previous employer about an error. XXXX stated that they were investigating the information they received from my previous employer, the funds were on hold, and that I would be contacted by phone or email once the investigation was complete. I never received an email, letter in the mail or phone call with the results of this investigation. I gentlemen from Illinois Department of financial institutions demanded a explanation as to what took placed and they sent him a letter by email that he then forwarded on to me. A retailer that I made a transaction with on XX/XX/XXXX using my serve card stated that they were contacted by my previous employer about the transaction. American Express Serve had to share my transaction history with my previous employer for them to be able to make contact with this retailer about this transaction.
Company Response: Closed with explanation

Timely Response

2018-04-29

Yonkers, NY

Fees or interest

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

Charged too much interest
Complaint: Due to a late payment in XX/XX/XXXX ( the only late payment I have had in recent years with AMEX, of which I have been a member since XXXX ), according to AMEX I " triggered the Penalty Annual Percentage Rate on your account. The Penalty APR is currently 29.74 %, which is based on the Prime Rate plus 25.99 %. '' I was previously charged 17.74 % interest, so this is an increase of almost 70 % on my interest charged - the penalty interest rate applied was actually 29.99 %. This penalty interest rate, according to AMEX, is to be reviewed every 6 months. This penalty interest rate was applied to my account from the XX/XX/XXXX billing cycle to XX/XX/XXXX - a total of 11 months. The interest rate applied as of XX/XX/XXXX is 18.49 %. I requested an investigation with AMEX ( Job ID : XXXX ) on XX/XX/XXXX that included a request for refund on all extra interest paid under the abusive 29.99 %. As of XX/XX/XXXX I have no resolution and no response from AMEX - 102 days later. I have tried to resolve the issue with AMEX directly with numerous calls since XX/XX/XXXX. Every time I am told to call back, my case is pending review. I called again today, XX/XX/XXXX. Upon being told the same thing ( pending review ), I decided to appeal to cfpb for help and a resolution.
Company Response: Closed with monetary relief

Timely Response

2018-04-29

Lynnewood Gardens, PA

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

2018-04-29

Houston, 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: Haven't been awarded the XXXX Miles in the T & C of the offer when I signed up for Delta Gold Skymiles card ending in XXXX. It hasn't been honored by American Express. We have confirmed that you are eligible to receive the promotional offer and show that youve met the required {$2000.00} spend requirement to receive the XXXX bonus SkyMiles. As a result, we issued XXXX bonus SkyMiles to your account onXX/XX/XXXX which will be available to view on an upcoming statement. However, we dont show that you have met the qualifying Delta purchase requirement as the purchase you made with Delta was for a Gift Card. Purchases that do not meet the spend requirement are disclosed in the screenshot you provided with your complaint with the header Up to XXXX Bonus Miles. We also dont show that youve met the additional {$1000.00} spend requirement in order to receive an additional XXXX bonus SkyMiles. You still have time to meet the spend requirement. For the {$50.00} statement credit, you have untilXX/XX/XXXX to make a qualifying purchase with Delta. To receive the additional XXXX bonus SkyMiles, you have until XX/XX/XXXX to make an additional {$1000.00} in qualifying purchases. After the spend requirement has been met, the account is subject to a 6-8 week review before bonus SkyMiles may be awarded to the account. Thank you for your Card Membership. While this may not be the entire outcome you desired, I hope this letter has provided you with useful information.
Company Response: Closed with explanation

Timely Response

2018-04-29

CA

Fees or interest

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

Problem with fees
Complaint: I tried to order XXXX tickets through Amex 17 months ago. They told me I had to open an account and would then be given early access to the tickets, but that there was no annual fee. I called and called, waited through the cue, but wasn't able to get the tickets. No card, no statements for a year. Then, in XX/XX/XXXX or XX/XX/XXXX, I received a statement with the only charge being the {$190.00} annual fee. I mailed the payment stub back with " please close account '' written on it. The next month I received the same statement with no mention of closure. My wife called and asked them to close the account, but they told her they wouldn't talk to her because her name wasn't on the account. The third month, I again wrote " Cancel Account '' on the stub and mailed it back. A few weeks later, I received a letter from American Express saying the account was closed, but that I would have to pay any charges that came through. When the next statement came, again with only the {$190.00} annual fee, I returned it with a copy of the letter I had received saying the account had been closed. Yesterday I received a different, shorter letter saying only that because I failed to close the account within 30 days of the first annual fee being charged, I was still required to pay the annual fee of {$190.00} on a card I've never used and can't use now because they closed it without telling me I'd be paying the fee without receiving any services. To date, I have not paid the fee and would like to avoid having it go to collections. Please note : because I never received a card ( or if we did, we've never used it ) and because Amex doesn't provide more than the last 5 digits on their billing statement or correspondence, I can't provide you the full account number. I can only say it ends in XXXX.
Company Response: Closed with explanation

Timely Response

2018-04-29

Phoenix, AZ

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 Executive Platinum promises {$200.00} in credit on XXXX XXXX ancillary purchases each year. I made a {$50.00} qualifying purchase in late XXXX, and then canceled the card. They billed me for the purchase and refused to give me the credit. I filed a dispute in XXXX. I have asked several times about the status of the dispute, and all I am told ( with online chat ) is that the department that handles such problems can't be reached in person, either by me or by other AmEx employees. Today I was told that disputes are resolved in three billing cycles. It has been four. Every month I receive bills for {$50.00} stating " Pay Past Due Amount Immediately '' and " you may be charged a late fee of the greater of {$38.00} or 2.99 % of the past due Pay In Full amount if your payments is not received by the Next Closing Date. ''
Company Response: Closed with monetary relief

Timely Response

2018-04-28

Polson, MT

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 applied for the American Express Gold Delta SkyMiles credit card on or about XX/XX/XXXX. American Express led me to believe the company would award me XXXX airline miles ( Delta SkyMiles ) after making {$2000.00} in purchases within 90 days of activating the new card. I made over {$2000.00} in purchases within 90 days per the terms that were advertised to me by American Express. The entire balance of my AMEX account statements were paid in full. All payments to AMEX were made on time. I did not receive and have not received the awarded airline miles American Express advertised. On Friday, XX/XX/XXXX( XXXX XXXX. Mountain time ) I spoke with one of their representatives by phone. She read me terms that made me seemingly ineligible for the award which was not apparent to me at any time when I applied for the card via American Express online https : //online.americanexpress.com. I told her American Express 's terms were misleading and that I was going to file a complaint. Prior to my phone call with the AMEX representative, at no time did American Express notify me that I was not eligible for the award of the XXXX airline miles. In the application process, I never received notice nor was I ever alerted by American Express that I was not eligible for the award of XXXX airline miles. The terms expressed by AMEX 's representative on the phone to me were never made clear to me at any point in time. Had I known, or been properly informed in the application process by American Express I would not qualify for the award of airline miles, I would not have submitted or withdrawn my application for the American Express Gold Delta SkyMiles credit card. I was never informed in the online application process by American Express that I was ineligible for award of the airline miles, thus I was never given a fair opportunity to judge whether I wanted the financial product or not. American Express should have made it clear to me when I was applying, or at some point in the application process, that I did not qualify for the award miles. To the best of my knowledge, the foregoing statements are true, accurate, and correct.
Company Response: Closed with explanation

Timely Response

2018-04-28

LA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have an unauthorized inquire on my XXXX report. below is the information : Institution Information Amex XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX Date : Inquiry from XX/XX/2017
Company Response: Closed with explanation

Timely Response

2018-04-28

CA

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 applied for a personal American Express green card that I got approved for. This credit card came with a bonus of XXXX membership rewards points after spending {$1000.00} within three months. I met the spending requirement within the appropriate time frame on this credit card. I never got the rewards bonus that I am entitled to. As you can see in the screenshot on XX/XX/XXXX a representative from American Express stated that I should have received the points by now. I called back again later and I was told to wait till 8-10 weeks had past from when I first met the bonus terms to get the bonus. I then waited till today ( XX/XX/XXXX ) and I still did not get the bonus. I called American Express today ( XX/XX/XXXX ) and spoke to the supervisor of American Express. She informed me that I was unable to receive the bonus because in the past I applied for an American Express personal green card and got approved and received a bonus and I am only able to obtain one bonus per lifetime on that card. What she stated was false. In the past I applied for an American Express BUSINESS green card ( not personal ) and was approved and obtained the bonus. The personal and business American Express green cards are two different credit cards. American Express is stating a false narrative and not giving me the bonus that I am owed even though the other card I applied and got a bonus for was a completely different credit card.
Company Response: Closed with explanation

Timely Response

2018-04-27

Tarzana, 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: CALLED AND DEMNDED PAYMENTS BEFORE THEY WERE DUE BY 15 DAYS. FALSE CREDIT LIMITS AND INCREASES PROMISED FROM BEGINING TO END. HARASSING PHONE CALLS. NO HELP FROM SUPERVISORS. FALSE CHARGES ON MY ACCOUNT. HOURS WASTED ON THE PHONE. THE MOST EVIL COMPANY THAT I HAVE EVER ENCOUNTERED. THAT IS THE SUGAR COATED VERSION.
Company Response: Closed with explanation

Timely Response

2018-04-27

San Diego, CA

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2018-04-27

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Complaint: I had an American Express XXXX XXXX. XXXX switched to XXXX XXXX. I mistakenly sent a {$310.00} payment to the Amex account instead of the XXXX account on XX/XX/XXXX. My bank shows that the payment was processed. XXXX is telling me I have to work with Amex to find the payment and they are not allowed to contact Amex regarding customer payments. I've made several calls to Amex, approximately 6 calls, spoke with at least 20 different reps and spent more than 5 hours since my first call.. The most recent was last week, XX/XX/XXXX with the Amex Corp Office. Finally someone confirmed they received the payment on XX/XX/XXXX for {$310.00} and asked me how I would like it refunded. I said wired back to the account the payment came from. I gave my ckg acct #, and routing # and the rep told me the money would be in the account in 3-5 business days. Today is the 7th business day and there is no money in my account. I made a call today XX/XX/XXXX and spent 45 minutes on the phone with Amex to be told they could not find the account because they no longer have access to it. They kept referencing my corporate card account and I repeatedly told them that is not the correct account. I was told by XXXX/amex rep I would hear something back in about a week and it should be resolved in 2 weeks. I have 0 confidence this is the case. XXXX told me to call the number on the back of my card and I again had to tell her I don't have the card because it was closed 2 or more years ago. Then she said. Oh! Right. I forgot that. I hung up the phone feeling aggravated and defeated and know that I will spend more of my life on the phone with Amex because I will have to call them back to again try to resolve this issue. I've got {$310.00} of my money floating around Amex and no one is trying to help me get it back when it's been confirmed they received it. What can I do??
Company Response: Closed with explanation

Timely Response

2018-04-27

Pikeville, NC

Fees or interest

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

Charged too much interest
Complaint: I just took out a XXXX XXXX XXXX Gold Card. I was four days late on the first payment and of course i get hit with late fee and interest. After that I was caught up and paid in full. They have some type of system that is charging me interest on the average balance of $XXXX starting fromXX/XX/XXXX to a unidentified date and for an interest charge of $XXXX. I know the amounts are small but i have not had a balance of $XXXX on this card. I am writing because I am sure American Express is doing this to many others. I just got my XXXX Balance online and have uploaded a check to them as i am trying to figure out how to get in front of the average balance. They call it trailing interest but if you do not know the amount ahead of time then you cannot get caught up. They continue to charge you until you make two consecutive payments in full according to their representativeIt appears to me to be a Loan Shark system that makes it difficult to get caught up. FYI I am going to stop using the card pay what i owe and cancel it. People worry about check cashing operations but these big banks and financial organizations make the crooks look like angels. FYI my credit score is an XXXX so i pay my bills on time.
Company Response: Closed with explanation

Timely Response

2018-04-27

Everett, WA

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 at approximately XXXX XXXX I deposited my paycheck to my American Express Serve account via their mobile account. At XXXX XXXX I received an email notification saying my money had been transferred from my account to an individual, whom I do not know. The name given on the email is XXXX XXXX. I called to dispute it. Changed my passwords, atm pin, ect. At XXXX XXXX on XX/XX/XXXX I received an email says they decided it was an authorized transfer. Then at XXXX XXXX they sent an email saying I had a negative balance and at XXXX XXXX I had violated section 15d and my account is permanently suspended. I called and asked for the information of the individual who took the money couldnt/wouldnt give me anything. I asked what 15d violation was they said they didnt know what it was. Unfortunately the police are unable to help track it down. I cut up my card and no longer have the account number since Im locked out of it
Company Response: Closed with explanation

Timely Response

2018-04-27

San Gabriel, 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'm a American Express SPG card holder and am writing to report about American Express 's false advertising for their credit card products. As a XXXX SPG card holder with card # ends in XXXX, I received an invitation while I was logged into my online account to add additional cards to my SPG card. Per the terms and condition, after each card spend {$1000.00}, I would earn XXXX star points for each additional card. As a result of their advertisement, I added 4 additional cards on XX/XX/XXXX expecting to receive XXXX star points in total after meetings spending requirements by XX/XX/XXXX. To my disappointment, so far I have only received XXXX Starpoints and the rest of XXXX Starpoints are still missing. Per my contact with American Express since XX/XX/XXXX, not only do they fail to explain why they haven't fulfilled their advertising terms, but they also refused to give me a clear timeline when the points will be deposited. I think this constitutes false and misleading advertisement because I added the additional cards and made extra spending purely for the sake of the advertisement, had I known that American Express would not fulfill the advertising terms, I wouldn't added the additional cards in the first place. I would like to see XXXX star points deposited to my account asap.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-27

Arco, CA

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 monetary relief

Timely Response

2018-04-27

Federal Way, WA

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 was promised XXXX membership rewards points after {$5000.00} in spend in the first 3 months on my Amex personal platinum. There was confusion on American Express side because they credited the MR points prematurely. I had refunds coming and even though I had refunds in the first week, they- American Express- wrongly gave me the points. But I knew I had those refunds coming which is why I DID NOT withdraw the points, and i knew in the three months Id spend the {$5000.00}. I DID NOT withdraw the points that were deposited prematurely because I was demonstrating my honesty. If I was trying to defraud American Express, I would have transferred out those Membership Rewards points American Express prematurely credited to my account at that time. Instead American Express just gave me the points, then took them away and accused me of fraud. Instead of talking to me, or taking a wider look at the situation as a whole American Express could have very easily determined they had made a mistake in their conclusions. Amex was misleading, and they did not act in good faith. Had they only waited till my first statement was generated to give me the points, or at the very least second statement, they would have seen that I met the required spend without a problem. I have never committed any fraud when it comes to bonuses, and in addition I have a very high credit score. I didnt get that by being dishonest, and I rebuff any slanderous, or libelous claims American Express tries to make about me, or my stellar credit behavior. In addition to American Express disgusting behavior towards me on my XXXX membership reward point bonus I am entitled to, Amex also defrauded me out of my XXXX XXXX XXXX points on my American Express XXXX XXXX business card. As well as XXXX XXXX points on my personal XXXX XXXX XXXX. They now tell me it will take 6 to 8 weeks to transfer these XXXX points to my XXXX account, even though Ive already met the spend and all conditions relating to the XXXX bonuses. Ive already met all the conditions that they require of me to get my XXXX XXXX points. This is outrageous and fraudaulent behavior by American Express. I demand three things I am entitled to for which I followed the rules on, and that I have earned : 1. XXXX Membership Rewards Points on my American Express XXXX XXXX. 2. My XXXX XXXX XXXX sign up bonus points for my XXXX XXXX XXXX XXXX 3. XXXX XXXX XXXX points on my personal XXXX XXXX XXXX for adding four authorized users and meeting the terms and conditions for that promotion. I am tired of American Express playing games, locking out rule abiding customers, and not using common sense when it comes to these bonus scenarios. I hold them completely culpable, and demand what is rightfully mine as quickly as possible to remedy this situation.
Company Response: Closed with explanation

Timely Response

2018-04-26

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 monetary relief

Timely Response

2018-04-26

Omaha, NE

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On the morning of XX/XX/XXXX I noticed an email on my XXXX account from American Express Serve saying that 2 wire transfers were completed on my behalf as if I did so. After seeing this I immediately login to my American express account to see what was going on and I saw 2 different unauthorized wire transfer from out of my account. As I'm checking my account with Amex I proceeded to call American Express customer service ( XXXX ) The first unauthorized wire transfer is under the name XXXX XXXX in the amount of {$710.00} with an email address saying that I sent money to XXXX. it also had a transaction id number XXXX The second unauthorized wire transfer is under the name XXXX XXXX in the amount of {$750.00} with an email address saying that I sent money to XXXX. it also had a transaction id number XXXX. The representative told me that they would shut down my card and send me a replacement card. she advised me to change my password on my American express serve account. She also told me that the investigation of the matter could take 7-10 business days to resolve. I stressed over and over to the representative that I did not authorize these charges and someone else had access to my information online. I called back on Friday XX/XX/XXXX to check with customer service to see if my request to dispute the charges went through properly. and the representative I spoke then said that there was a case open and that the information about the disputes got forward on to the investigation department. I made a police report with XXXX police Department. ( report Number XXXX ) XXXX I made a report on the identity theft.gov website Recovery Plan XXXX I placed a fraud alert on my XXXX XXXX account ( I made a report against American Express Serve on the XXXX website I made a report with XXXX to investigate the 2 emails linked to the unauthorized wire transfers. Case # XXXX-Spoke with XXXX from XXXX Case # XXXX spoke with XXXX from XXXX . XXXX stated that if any information comes back on the emails it can be requested legally by authorize personnel. Contact number for XXXX Accounts is XXXX. I contacted my local FBI office in XXXX, XXXX XXXX Come Monday morning XX/XX/XXXX. I checked my XXXX account to see if there was any updates about my case. instead I get this alarming email from American Express investigation team stating that they've completed the investigation and to their conclusion they declined my disputes and stating that I authorized the wire transfers through. which is completely false. i did not do this. This specific email was sent on XX/XX/18. which doesn't make sense at all when I was told that the investigation would take 7-10 business days to completed. I believe that American Express investigation department rushed to judgment with my disputes in these charges and a proper investigation was not conducted on my account. How can a determination me made within a day of reporting my disputes? I called american express customer service XXXX American express also emailed me stating that they locked my account and suspended me from having access to it because they said that I was in violation of American Express Serve member agreement. Section 15D. I had no knowledge of this agreement so I researched the information on their website in the legal section and it briefly explains that they suspended my account due to the fraudulent activity on my account which was not done by me or authorized by me. During this time I'm on the phone with American Express Account Services explaining to them that i'm not in violation of anything because I did NOT authorize these 2 wire transfers the phone call was not going like I wanted it to. I was not getting treated fairly whatsoever during my frantic phone calls to American express Account services. their calls are recorded hopefully that can help assist the severity of my issue with them because their customer service was not helpful at all. The representative that i was speaking to kept putting me on hold for long periods of times. I got hung up on several times of calling back to back to figure what's going on with my account. I tried requesting for a supervisor several times or to speak to someone else about my account but they weren't any help either. After calling american express account services numerous times I finally spoke with someone who actually took my call seriously. Her name is XXXX and I explained to her that I wanted to appeal the decision of declining my disputes against my account. The first investigation that was conducted on my account was not handle correctly or professionally. I expressed to XXXX XXXX my actions of what I was doing on my end as far as proceeding with submitting criminal reports against what happened to my money and how I can recover it back. I also stated to her that it's their job to figure out how someone hacked into my account and was able to wipe my account clean. My money is supposed to be secured and insurance within a financial banking company and as of right now my trust with American Express is no longer worth anything. I feel completely violated as a person and I'm not sure what other information of mine is out there for someone to try use as me or against me. This incident left me broke with no money in my account that i was saving. i'm a single mother of XXXX with a fixed income and this really put me behind in everything. Now I have to figure out how to come up with money to take care of my household because of this. I also requested a copy of the investigation report on my account so I can relay that information over to the proper authorities for review as well. I contacted American Express account services today XX/XX/XXXX and spoke with XXXX ( his ID number is XXXX ) to get an updated on my case since they haven't reach out to me. and stated to me that my appeal was noted on XX/XX/XXXX i just wanted to make sure that they were conducting another investigation. I stated the same frustrations with XXXX about how my account was not handled properly. I informed him that I was a first time user of this particular service with American express and I didn't like the way I was treated during this process. I will not do business with American Express at all as a result of my information being breach and I will advise anyone not to use their services ever because of whats happening to me. I seriously hope my case can get handled in the proper hands and my money of {$1400.00} can be recovered.
Company Response: Closed with monetary relief

Timely Response

2018-04-26

Glenmont, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: OnXX/XX/XXXX between XXXX XXXX and XXXX XXXX there was unauthorized transaction in the amount of {$880.00} out of my American express serve card. I called American express and they looked through my transactions and he told me there was a wire transfer to XXXX the XXXX XXXX XXXX. I told them that I did not authorize any type of a wire transfer. So he connected me to the fraud department and they help me change my security settings and was supposed to issue me a new card. They siad we will do an investigation it could take up to ten days to be refunded. The lady told me that she was goung to call my phone with a case number attached to it she siad when she gets the call back from me give her the case number XXXX I also went to my local police department and filed a police report of the unauthorized charge. On XX/XX/XXXX between XXXX XXXX XXXX I called American express again to check the status of the investigation and they told me they sent out an email I told them that I didn't revive an email so they re sent it. I then received two emails one stating that the account has been permanently suspended do to 15d some thing about there was a violation of the service agreement. Then the other email stated that after there investigation they siad there was no error on the account therefore there will be no refund of the amount of {$880.00}. I then called them back to speak to a supervisor and no one could connect me I experienced a lot of drop calls espeacily when I wanted to talk to supervisor. I found this to be very weird because I did not make any wire transfer and if there was no error then there shoudnt of been no violation of the service agreement. So after many attempts on trying to reach a supervisor with no success other then someone reading a script to me I called the corporate office in New York explained my situation and the lady told me that someone will contact you within 24 hours. No one from corporate contacted me I had to call them back. I also have done some research on the 15d code that American e press has in there policy and there are a lot of complaints with same situation or very similar. On XX/XX/XXXX I called corporate again since no-one from there office called me back and explained my situation once again with there corporate office and I even explained to them about other complaints about same situation the lady expressed to me that she knows the problem and gave me the contact info of CEO of American express she siad let him know what happens and he will handle it and she assured me that I will receive my money back. She explained to me that it may take a week for him to respond but he will I siad ok and thank her for the contact information. And then proceeded to write him am email and attached all the emails I got from American express as well as my screen shot of my unauthorized transaction I sent it and the next day some one by the name XXXX XXXX called and left a message stating that XXXX XXXX revived my email and was responding to my dispute with American express and told me to get in contact and see if he can help me with my concern. I then tried calling back with three attempts since Tuesday XX/XX/XXXX and left a voice mail since his calls seem to go straight to a voice answering service and I have not had any success of him reaching back
Company Response: Closed with explanation

Timely Response