AMERICAN EXPRESS COMPANY

2018-04-26

Bear, DE

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-04-26

NC

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: In XX/XX/XXXX I purchased a full year digital subscription to XXXX for the sum of {$360.00}. While I only used it for a few days, I did not dispute my purchase, which was made freely and with full knowledge of the no refund policy. In XX/XX/XXXX I attempted to cancel the subscription to ensure I was not charged for a second year. However, I was unable to log into my account while trying to navigate their web page for details, and was unable to contact anyone in customer support via phone, as they do not provide a customer support number or easy way to cancel online. This came across as both deceptive and deliberative on the part of the merchant. Being confident in American Express, the credit card I used to charge the purchase, I did not worry too much about getting another charge that wasnt easily contestable. In XX/XX/XXXX, I was in fact charged a {$360.00} renewal fee. Upon noticing it on my card a few days later, I disputed the charge with the credit card company. I explained the above info to the customer service agent and submitted the claim, which was denied. I disputed the denial and have been asked, again, to provide documentation of my dispute. I sent the note below, which read in part ... " ... It is difficult and deliberately burdensome to contact a representative from merchant to cancel a renewal subscription which I feel is designed to trap you into an unwanted and unused future purchase. I was never notified of a pending renewal by merchant for a large upcoming transaction of {$360.00}, even though they had all of my contact information email and phone number, which I feel was a deliberate attempt to be deceptive and engage in gotcha tactics. It has been nearly a year since I used them in any capacity and certainly not at all since they renewed my subscription in what they deceptively describe as my convenience. A brief internet search demonstrates that this is a major concern for customers of this merchant and others feel equally deceived. In light of these four facts, it is my belief that while their actions may not have been illegal, they were certainly deceptive and unethical. Those two reasons should prompt American Express to side with the consumer instead of the merchant, and honor a refund of my unsolicited purchase. American Express originally refunded my charge based on my note, but later reversed the decision, again, in favor of XXXX
Company Response: Closed with explanation

Timely Response

2018-04-26

Flushing, 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
Company Response: Closed with explanation

Timely Response

2018-04-26

Lakeview, 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

Seattle, 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: On XXXX18 I tried to utilize American Express 's Membership Rewards benefit to transfer XXXX of my Membership Rewards points earned through my American Express credit cards to my XXXX XXXX XXXX XXXX account which is linked to my American Express Membership Rewards account. I was denied the ability to make this transfer, receiving 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. '' That same day, I contacted American Express through their online chat function and asked to resolve this issue. The chat representative was only able to say that my account is being reviewed by American Express 's Membership Rewards Team and that it will take 6-8 weeks to complete the review. This is an unacceptable time frame, as the primary value of American Express Membership Rewards is that they can be transferred to miles with partner airlines for use for award ticket redemptions. In 6-8 weeks, the award ticket that I plan to book will almost certainly no longer be available.
Company Response: Closed with explanation

Timely Response

2018-04-26

Biron, WI

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: American Express refuses to handle the final {$940.00} worth of chargebacks that were on my account. They refused to dispute it anymore and forced me to pay it. They sent me a link for arbitration that was completely broken. The chargebacks I'm dealing with were also done on a XXXX credit card and my local bank 's debit card during the same time period and all are dealing with the same charges from the same merchant. Both have handled it satisfactorily with less information than American Express has requested up to this point with no resolution on the last few charges. I will point out that American Express has settled many of the charges in my favor already and these aren't any different. I can find no sensible reason why the remaining charges against my credit card are any different than the ones that were settled in my favor several months ago. I have been told over the phone by American Express employees more than a dozen times in no uncertain terms that the entirety of the chargebacks were settled in my favor and the matter was done only to have it come back every single month with varying amounts still charged to my account. American express is now refusing to reopen the dispute and is forcing me into arbitration which they won't even send me a working link for even though they've assured me several times in the past that the matter was entirely settled. I've been having issues with chargebacks from a merchant intentionally selling defective and dangerous goods that American Express has been back and forth on several times due to mismanagement of my account. The company I bought goods from has lied about me in several ways to American Express and even to my local police department. They've stated that I told them I was returning because of low margin. My margins were in fact great and I was returning because I had to do a full recall because the goods were dangerous to my customers and nearly resulted in my death while testing a new shipment of their product. They've stated that I refused to take calls or emails with them. The opposite is true so much that they never answered their phone and when they called me back it was a blocked number and spoke to me in a very adversarial maner not wanting to resolve this at all. The merchant lied to the police in my town in order to get them to intimidate and harass me by saying that I had the chargebacks open while refusing to return the goods. The police showed up at my garage to question me which was extremely stressful and all my neighbors saw it. The truth was they kept fighting the disputes by repeatedly giving intentionally false information to American express and did not tell me where to return the goods. They went from XXXX all the way into XXXX until they finally had me send the goods which I returned in full on XX/XX/2017. They have tried to scam me after the goods were returned by saying that their accounting couldn't handle chargebacks and and that I needed to cancel chargebacks and they would issue a refund. My local bank strongly advised that I was being scammed when I showed them that email. They drug their feet through the whole process and repeatedly tricked the disputes department by making them think it was an unauthorized charge case and not a defective merchandise case. I have submitted signed documents from a licensed gun smith who I showed the ammunition to American Express proving the merchandise was dangerous and they refused to acknowledge it. The merchant lied to an online sales site I was doing business with and got me suspended temporarily because of the chargebacks until I emailed the customer service department and straightened out the blatant lies against me. Through this process from XXXX up until this point I have talked to well over 100 people at American Express, been transferred scores of times, been promised this was completely resolved at least a half dozen times with no resolution. American Express has repeatedly messed up their own chargeback processes and caused unnecessary delay to where they're directly responsible for being outside of the window of time that their dispute department can handle this case. When it was finally investigated after several months of back and forth and them saying they couldn't help it was determined that they had the wrong number of charges and credits on several of the items. They are not refusing to continue the chargeback dispute process even though I've followed it properly because of the amount of time it has taken due to errors on their part. They're only allowing me to go to arbitration at this point and have so far only send me links filled with errors so I can not even start that process. My credit rating is very good and I'd like it to remain that way. American Express has time and again seemed to side in my favor only to then keep this matter unresolved. There is no way an unscrupulous vendor selling dangerous products is entitled to anything. Your assistance in resolving this matter would be greatly appreciated.
Company Response: Closed with monetary relief

Timely Response

2018-04-26

Garden City P, 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

2018-04-25

Houston, TX

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: On or around XX/XX/XXXX, I contacted American Express to make them aware that I would be unable to pay the balance on the account for some time due to Hurricane Harvey. I was told only at that time that " I didn't need to make a payment at that time '' and that I could " make a payment when I am able to do so. '' It was not until XX/XX/XXXX that I began to receive late fees associated with the outstanding balance. I made a partial payment on the account on XX/XX/XXXX and attempted to make a payment on XX/XX/XXXX. I did not receive any collection calls or notices from American Express in an effort to collect the debt. I contacted American Express to change my address and I was told at that time that my account had been sent to a third party collector. Again, no notifications from American Express that this would be done, no attempt to contact me to resolve the debt at least 30 days prior to the debt being assigned to a debt collection agency. After speaking with XXXX ( Payment Team ), XXXX ( Credit Team ), XXXX ( Legal Department ) with American Express, I was unable to resolve this dispute on my own since the account has been outsourced to XXXX Collection.
Company Response: Closed with explanation

Timely Response

2018-04-25

Houston, TX

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-04-25

Discovery Bay, CA

Getting a credit card

Credit card or prepaid card: Store credit card

Application denied
Complaint: on XX/XX/XXXX I applied for a Delta Airlines American Express card and was automatically denied within 3 minutes of the submitting the application. I contacted American Express, as i already have an open account with them and requested that they manually review my application and offered to provide additional information. Since then nothing has occurred and I do not believe that they manually reviewed my application. I filed bankruptcy 5 years ago ; since then I have had maintained over 10 credit accounts in good standing with no late payments. In addition, I already have an account with XXXX. I think it is appalling that they would not even allow me to submit additional information on my income and eligibility.
Company Response: Closed with explanation

Timely Response

2018-04-25

NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Applied for the offer that stated earn XXXX XXXX bonus miles when you complete $ XXXX in purchases and also receive a {$100.00} statement credit after making a purchase on XXXX within 30 days or so. I completed all the requirements back in XX/XX/XXXX right before the date to complete the requirements within, i have yet to receive my XXXX miles and my {$100.00} statement credit. I feel i have been a victim of credit fraud where amex simply just lured me to sign up and never delivered the promised. I have immediately stopped using this credit card and will not use it again ever, i have also spread the word among my family and friends to never sign up for XXXX, as they are in shady business.
Company Response: Closed with monetary relief

Timely Response

2018-04-25

Stevenson, 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 called XXXX American Express friday XX/XX/2018 to report charges on my card from XXXX that I didnt make. It was a total of 26 charges. XXXX told me to call back when the charges were no longer pending, well I did that on Monday XX/XX/2018 and the company asked me why I didnt call the police or did my husband make the charges. Basically I was told that I am not going to receive my money back.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-25

Omaha, NE

Getting a credit card

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

Delay in processing application
Complaint: At the advice of my CPA, I decided to apply for an American Express business card. On or about XX/XX/2018, I provided American Express an inordinate amount of personal/non-public information about me and my business. After 45 minutes the young lady told me that I would recieve a card in seven days. The card never arrived and when I called Amex to find out what happened, they informed me that they no record of the appllication. They stated that they would create a case and call me within 48 hours. This never occurred. I called them a week later and they had no record of " the case '' that they assigned to me. I am concerned that I provided them with a large amount of private/non-public information about myself and my business and they can not tell me where it went.
Company Response: Closed with explanation

Timely Response

2018-04-25

Castle Point, NJ

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 non-monetary relief

Timely Response

2018-04-25

Ft Trumbull, CT

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Bluebird by American Express denied a fraud claim for items totaling XXXX including charges from XXXX XXXX on XX/XX/XXXX, amounts of XXXX and XXXX. As I stated to both XXXX reps and Bluebird fraud dept, I did not receive anything from this merchant and do not know the person using XXXX account, XXXX. XXXX has not provided any proof of receipt such as a tracking number and or description of item ( s ) supposedly sent. Two other charges from XXXX XXXX XXXX on XXXX XXXX, XXXX XXXX are also fraud, the merchant refunded a total of XXXX on XX/XX/XXXX, amounts of XXXX and XXXX. I do not know the reason for refund, the merchant refers me back to American Express to dispute the items. It appears the merchant chose to refund part of the transaction in the amount of XXXX on XXXX, did not state reason ( s ) why and refused to refund difference. Bluebird has not provided reasons for decline of claim or shown any proof the charges are authorized by myself, refuse to investigate further despite the information I've shown.
Company Response: Closed with explanation

Timely Response

2018-04-25

Ridley Park, PA

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: Hi I placed an order online doing shopping I dont shop in person because I am disable, online is much easier for me I placed an order online with a website called XXXX I paid overnight shipping ( XXXX business ) days. I never received my merchandise, So I contacted American Express serve customer service spoke with XXXX explained what had occurred with not reiving what I had paid for that I have contacted the company ( yandy ) no response I was told due to company policy I have to wait 7 days even though I had paid for over night shipping .Once the 7 days expired I called back and my issue was still not resolved I submitted the proper documentations and receipts called back today to check on everything I havent really got an answer very upset they havent provided me with a provisional credit or anything I feel like my money was taking from me in company terms and policy states I am protected but from the looks of the situation I am not very heartbreaking.
Company Response: Closed with explanation

Timely Response

2018-04-25

Academy, NJ

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2018-04-25

MN

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: American Express 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 non-monetary relief

Timely Response

2018-04-25

Arco, CA

Problem with fraud alerts or security freezes

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

Complaint: Today I received a fraud alert. When trying to resolve the Issue with the 3rd World country in XXXX they refuse to transfer me to a U.S. representative. I asked to speak to a supervisor and the people in XXXX refused to do so. I asked to cancel my card but they refused to do so. I explained that I will NOT give them pertinent information in fear of fraud and they refused to help! I don't know what to do anymore. There is too much fraud due to 3rd World representation to save $ . The American people are suffering from lack of quality control. XXXX XXXX has instructed XXXX to refusal of U.S. help. I do NOT trust my personal information to be in the hands of a impoverished country with no moral compass. When will this stop!? The timeswere XXXX and XXXX onXX/XX/2018
Company Response: Closed with explanation

Timely Response

2018-04-25

Staten Island, 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
Complaint: Hello, In XX/XX/XXXX, I received email from American Express with reference link and instruction how to apply for card. I used that link on XX/XX/XXXX. It led me to this offer with Bonus : Premier Rewards Gold Card from American Express Earn XXXX Membership Rewards Points after you use your new Card to make {$2000.00} in purchases within the first 3 months. 3X points for flights booked directly with airlines. 2X points at US restaurants, US gas stations, and at US supermarkets. 1X points on other purchases. No Foreign Transaction Fees. {$100.00} Airline Fee Credit. Up to {$100.00} a calendar year for baggage fees at one airline. Get a {$75.00} hotel credit on qualifying charges, plus a room upgrade upon arrival, when available with The XXXX XXXX at americanexpress.com/XXXX. {$0.00} Intro Annual Fee for the 1st year, then {$190.00}. I applied for card and was approved right away. I received email from XXXX XXXX, President of U.S. Consumer Products & Services at American Express. Welcome to American Express Hello, XXXX XXXX Account Ending : XXXX Ref : XXXX XXXX XXXX Enjoy Your New Premier Rewards Gold Card Membership! Welcome to Premier Rewards Gold Card Membership! We're excited that you have chosen American Express. Your new Card will arrive before you know it. If you already have an online account, you can add your new Premier Rewards Gold Card now. If you don't have one, you can set up an online account now and take advantage of online account features like : Checking your balance Tracking your rewards Paying your bill Signing up for account alerts We're here for you We want to let you know that you can contact us 24/7 online, via social media, or over the phone, if you have any questions big or small - that's part of our commitment to delivering our award-winning brand of Relationship Care service to you. Thanks for choosing American Express again. President, U.S. Consumer Services American Express 1. Offer above states : Earn XXXX Membership Rewards Points after you use your new Card to make {$2000.00} in purchases within the first 3 months. Letter clearly states that I got NEW PREMIER REWARDS GOLD card. President welcomes me ( not welcome back ) to NEW Card Membership ( not to renew card membership ). She let me know that my NEW CARD will arrive soon and I can add my NEW PREMIER GOLD CARD to online account. After so many times President said that card is new and membership is new, you believe it is NEW. 2. Since email with reference offer came already from American Express, I expect that by offering this card, they checked my status and have to inform me about having the same card before and that I will not qualified for bonus XXXX point. In my case, American Express kept that information secret and took advantage, after I spent {$2000.00}. 3. In XX/XX/XXXX, CFPB Director XXXX XXXX said about Credit Card offers that lure in customers and then hit them with surprised charges, or in my case, with refusing to pay bonus : Today, we are putting credit card companies on notice that we expect them to clearly disclose how these promotional offers apply to customers 4. American Express personnel knowingly and intentionally misled customers. I did not found any restriction regarding XXXX bonus points on offer page that I displayed above. XXXX and XXXX XXXX place it right next to offer front page, why not American Express? Are they above all other? I completed spending requirement of {$2000.00} on XX/XX/XXXX. I chatted on XX/XX/XXXX with Representative XXXX and he said to wait 6 weeks. No specific answer regarding my account if I qualified for bonus XXXX points or not. Representative XXXX on XX/XX/XXXX said to wait more, 8-12 weeks. When I called for Supervisor, he called XXXX. He made a quick research and told me that I had this card before and not qualified for Bonus. On XX/XX/XXXX I had conversation with XXXX XXXX from executive office. Her argument, as well as all other Amex employees, when you sign application you agreed with offer term and condition and Email from President, just general welcome greeting to everyone who applied. From my point of view, if American Express President had no idea what is she talking about ( NEW card, NEW membership ), how should I know that card and membership old or new? If other credit card company place information about bonus restriction right next to their offer, why American Express hide it somewhere? Base on collective action from American Express personal, starting from President XXXX XXXX and finishing by Customer Service Representative XXXX, this company found new way to invite people to apply and after they completed their part of agreement spend {$2000.00}, simply let customer know that she/ he not qualified. It is very ease to lost reputation of Outstanding and reliable company, that keep promise even when something went wrong, but it very hard to get it back. In my opinion, Bonus of XXXX points has to apply to my account. I appreciate for positive resolution of my issue. Thank you.
Company Response: Closed with explanation

Timely Response

2018-04-25

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

2018-04-24

Alpharetta, GA

Fees or interest

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

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2018-04-24

Boca Raton, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-04-24

Seattle, 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 opened my American Express cards from last year XXXX and hit the sign-up bonus and got my points in XXXX. Several days later after getting the points, they took them back and told me it's under review, which took them 3 months until XXXX this year to give them back to me. I had talked to many agents and they didn't really solve the problem. Afterward, I got other AMEX cards and got other points in XXXX. And yesterday as I was trying to transfer my points to XXXX XXXX to book my flight, the system said my account and points are being reviewed again! It's been like this on and off for 7 months! I talked to many agents in the meantime and all they told me was to wait and there is nothing they can do! I feel like being fooled around. According to AMEX terms, the points will be issued in 8-12 weeks MAXIMUM after I hit the spending requirement. And now it's 7 months and I still can't use them!!! What is the point!? Even if they decided to review my new accounts, why would they also freeze the points I earned from my old credit cards from last year??? This is like a trick to me. I really need to book the flight and now they froze my account and points. And there are no fraudulent or suspicious activities happened on my account. I even pay the full amount each month to my cards.
Company Response: Closed with explanation

Timely Response

2018-04-24

Phila, PA

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