AMERICAN EXPRESS COMPANY

2018-04-24

Jacksonville, FL

Communication tactics

Debt collection: Other debt

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Timely Response

2018-04-24

Key Biscayne, FL

Other features, terms, or problems

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

Other problem
Complaint: In XX/XX/XXXX, I contacted American Express regarding my membership reward on an account that I have had with them since XX/XX/XXXX. I explained to the representative what I wanted to do with the membership rewards and he told me that my particular rewards program did not allow me to do what I was asking about which was transfer points to an affiliated partner. He at that point SOLD me on an additional credit card that American Express offers that I could do that with. I gave him the go ahead to open a secondary account with the understanding that I would be able to transfer the points to a rewards member. When I received the card, I called American Express to make that transfer and was informed that this new card did not allow what I specifically had asked for to do either. I spoke with a supervisor who was very apologetic and told me that American Express would listen to the recorded conversation as this is not their practice to open unnecessary accounts. She offered a {$200.00} statement credit, which I did receive, and led me to believe that American Express would be addressing the issue. She also discouraged me from closing the account. Two months have passed and I have not heard anything from American Express. I truly feel that I was fraudently led in to opening a secondary account under false pretense. I am not sure what if anything can be done but would appreciate some guidance.
Company Response: Closed with monetary relief

Timely Response

2018-04-24

City Ranch, CA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: I had a account with American Express Business that went to collections. I was a XXXX XXXX of a XXXX XXXX in my local area when the account went to collections in XXXX. Since the summer of XXXX the account was settled and resolved with a {$0.00} balance.
Company Response: Closed with explanation

Timely Response

2018-04-24

Lawncrest, PA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with monetary relief

Timely Response

2018-04-24

Noblesville, IN

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Company Response: Closed with explanation

Timely Response

2018-04-24

Colfax, IN

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Company Response: Closed with non-monetary relief

Timely Response

2018-04-23

Miami, 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 explanation

Timely Response

2018-04-23

Superior Township, MI

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

2018-04-23

East Rockaway, NY

Other features, terms, or problems

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

Credit card company forcing arbitration
Complaint: For a year we did over {$55000.00} worth of purchasing, and prompt full-balance payment, through our American Express gold card. Throughout that time, AmEx repeatedly and consistently raised and lowered our allotted credit limit. The assurance was made that once we proved ourselves throughout that year, the limit would be stabilized in accordance with our spending habits and credit score. In XXXX, we were offered an AmEx Platinum card. Our maximum allotted limit was {$50000.00}, with a {$25000.00} 'layaway ' for certain qualified purchases ( air fare, travel, etc. ). While still completing the credit application, XXXX XXXX, the main cardholder on the account asked several questions. MA : Am I able to take out a cash advance on the card? AmEx employee : No, you can't. MA : Ok, well can I make a payment to my own business? AmEx employee : No, that's not permissible either. MA : What about XXXX? AmEx employee ( excitedly ) : Yes! Yes you can! We went ahead and did that transaction, which we've since found out was not permissible after all. We were flagged for a financial review, and submitted all paperwork they asked for with the reassurance that it was simply a formality because of the error regarding the XXXX transaction. We even offered to return the money to the card. The culmination of the investigation was that our limit would be reduced to {$12000.00}, when we had already spent {$17000.00} on the card. We are in the middle of closing on a home. XXXX 's XXXX XXXX has suffered, and he has suffered multiple XXXX XXXX and XXXX XXXX as a result of the stress being caused. Where we were previously at less than 20 % usage on that card, we are now at 150 % usage, and it has artificially tanked XXXX 's previously pristine credit rating. We have dealt with AmEx loyally and in good faith over the past almost three years. We've had several different cards with the company. They have never been consistent. We have requested the recording of our conversation when the aforementioned employee incorrectly told us we were allowed to commit an act that we've since learned was not permissible. The company has responded that they will only release the recording with a subpoena. At this point, we are hesitant to pay AmEx anything, as we are concerned they will immediately terminate our account, or lower our credit limit to something worse. With the upcoming home purchase, we can not properly plan our available finances due to the instability with this company. Additionally, we have tried to reach out on multiple occasions and have been forwarded on to employees overseas ( who have lied and said they are based in Florida ; we have caught them mid-lie ). We have been a willing party in the resolution of this matter, in a way that is fair and respectful to all parties, particularly us, considering the amount of business we have done with the company. We are stunned and appalled, and are unsure of where to turn at this point.
Company Response: Closed with explanation

Timely Response

2018-04-23

DC

Incorrect information on your report

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

Account information incorrect
Complaint: American Express fraudulently opened a credit card in my name. After trying endlessly to get them to remove the card it still shows up in their system under my account and has been reported to the credit bureau. There are no charges on the account nor were there ever charges ; it just never should have been opened. They have assured me that it will be removed however those were just lies to get me off the phone. You are not customers to American Express. You are cows to be milked.
Company Response: Closed with explanation

Timely Response

2018-04-23

Pleasanton, 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

2018-04-22

Brockton, MA

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

2018-04-22

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: I keep getting emails from someone trying to get my personal information. I've alerted American Express and they have not done anything. I'm receiving emails from : American Express XXXX XX/XX/XXXX at XXXX XXXX To XXXX Message body CardMember Alert American Express logo In regards to Primary Cardmember Image Lock Cards Travels Business As part of our commitment to help keep your access secure, we have detected an irregular activity on your access and we are placing a hold on your access for your protection. To proceed, An attached HTML Fillable Web Form is sent with this message. - See Attached Information Form, Download and Open to Continue. Thank you for your Card Membership. American Express Customer Care Privacy Statement | Update Your Email Message information is included above to help you recognize this as a customer care e-mail from American Express. We kindly ask you not to reply to this e-mail directly as messages are being sent from an unmonitored e-mail address. 2018 American Express. All rights reserved. XXXX Attachments in this email may contain harmful content and can not be downloaded. Learn more XXXX
Company Response: Closed with explanation

Timely Response

2018-04-21

Arco, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I just turned XXXX on XX/XX/2018. I have no credit and have never applied for credit in my name. I may be an authorized user of some of my family members credit but nothing personally of my own. There is an American Express card that does not belong to me reporting on my credit and shows as an individual account opened 4 years 11 months ago, I was XXXX then. I did not apply for this.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-21

Phoenix, AZ

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 non-monetary relief

Timely Response

2018-04-21

Gastonia, NC

Fees or interest

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

Problem with fees
Complaint: I have an XXXX XXXX American Express Card. I paid a {$95.00} annual fee in XX/XX/XXXX for the remainder of this year and the beginning of next year. I just received notice that the card 's terms has changed and they changed the rewards my card. I told the card company I refused to accept the changes and cancel the card. They however, refuse to refund the {$95.00} fee and also are refusing to cancel my card
Company Response: Closed with explanation

Timely Response

2018-04-21

San Jose, CA

Closing your account

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

Can't close your account
Company Response: Closed with non-monetary relief

Timely Response

2018-04-20

Eugene, OR

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2018-04-20

PA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: A couple months ago, in early XX/XX/XXXX, my husband and I began planning for a trip through XXXX. We were traveling most of the time with friends and chose accommodations according to our group itinerary. The group decided that post-tour plans would be up to each couple so we began researching several different possibilities. Using the American Express Travel site, we attempted to book our post-trip accomodations in XXXX. We saw a few hotels that were to our liking, available for the selected dates, and what we thought were good prices. We attempted to use the online booking and the system crashed. This behavior happened a number of times that evening so we called the helpline. We tried to reach the Platinum Travel Helpline but discovered, after a 20 minute wait for a representative, that we despite calling the number identified on the site as the Platinum Travel Help number, we were directed to the the Book A Trip agent who was unable to see the prices / packages that we were looking at on the AmEx travel portal. Over the course of our evening, we spoke to multiple representatives over a series of phone calls, had several mis-directed forwardings to representatives that could not help us, and frustrating holds 20 - 40 minute. We invested this time because we wanted to book online but the AmEx system was not working. In our final conversation we ended up to someone we believe worked more in technical support and he assured us that he would report the problem and to try to book again at a later date based on what we had shared and he had recorded. This did not happen on the first night, nor on the nights following. All of the conversations were labeled by American Express as recorded, so a record of the multiple calls and conversations should be available to American Express. At no time did we receive a confirmation of what was discussed in these conversations, despite our request that American Express document and share the documentation with us. In an effort to take advantage of the AmEx benefits we pay for, we continued to try to book through the travel portal and continued to talk to AmEx representatives for several days. On what I believe is/was the 5th day of this effort, we spoke with another customer service person late in the evening and at this point was quite frustrated. He assured us that he would book the Hotel ( XXXX XXXX ) for the dates we requested. By this time we were very upset with the service that American Express Platinum was ( not ) delivering. Again, as stated earlier, at no time did we receive a confirmation of what was discussed in these conversations, despite our request that American Express document and share the documentation with us. When we still did not see the hotel reservation show up the next morning, we decided to give up on trying to use the AmEx service and instead, pursue a hotel directly. But instead of booking s hotel available through the non-functioning American Express portal, we booked, directly with a different hotel reservation for the same dates. Later that week, the XXXX XXXX American Express reservation showed up. We then opened up a dispute and are so disappointed and angry to receive today in the mail, notification that the disputed charge/reservation was denied. This charge is not fair, we were never able to confirm either online or to an agent. All previous request were not acted upon, and that is why we refuse this charge. During the period of time that we have requested dispute of this charge, American Express has never contacted us, either by phone or email.
Company Response: Closed with explanation

Timely Response

2018-04-20

Grosse Ile, MI

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: In XX/XX/XXXX I applied for a XXXX XXXX Business card, I was sent a business card with my XXXX XXXX XXXX XXXX Card Number XXXX XXXX XXXX .The credit line was unlimited At no time was this credit history reported, In XX/XX/XXXX I attempted to obtain a XXXX XXXX XXXX and learned that it was not reported and that the credit line was reduced to XXXX Periodically I expanded my XXXX to 3 trucks in XXXX XXXX and have obtained employee credit cards making them authorized users. When calling customer service about this I was told it was a personel account which I already had a personel account account number XXXX I was lied to in the application process of the business Gold Card and have always been on time with payments until today XX/XX/XXXX at XXXX XXXX. I received a call from the crdit collictions department and was asked about the payment due. I explained I was in florida that my baby brother had died and as XXXX was handling my brothers affairs and his death, that he is not even creamated yet That to call me later taday I neededto put my XXXX XXXX and shower that I had just woke up and besides I was told the closing date was the XX/XX/XXXX, he stated the personel account was the XX/XX/XXXX that the business account closing date was today, I again asked he call me back later and he continued to be persistant I told him my issues I would deal with it later and told him to quit hararsing me and hung up ; He immidately called me back knowing I had told him to call me I needed to wake up put my XXXX XXXX and shower, My office hours are XXXX-XXXX, Without being able to shower sahve put XXXX XXXX or take XXXX for my XXXX I went to my app to make the payment he had suspended BOTH accounts which I feel is BLACMALE to force payment I intended to do, The personel account was in good standing the business account I was told payments could be done by XXXX on the cycle dates as I have done in the past. I then called back to the customer service department and complained and was connected back to the same person and requested 10 times to speak to a manger I was connected to a " floor supervisor '' I again requested a manager not a co worker He hung up on me. I then called back and explained it again to a customer service person and was connected to a manager who I again told what had happened He attempted to connect me to a credit collections manager and we got disconnected or he hung up I have yet to be able to get anyone in authority to deal with these issues A, False application process in selling business account with employee cards B. Failure to report to XXXX and XXXX or business reporting agencys so my company can obtain credit for expansion and I had to use personel credit to do so. C. Reducing the credit line of the so called Business card to XXXX when the two XXXX trucks were added yet when calling customer service they called themselves a business partner providing financial services D.the collection practice of today that occurred clearly violates the equeal fair collection practices act by shutting down business and personel accounts and adding a late fee to the business account contrary to the cerdit agreements when the closing or cycle date is XXXX to tonight. in a attempt to blackmale a business payment, and the harassment and refusal to escalate the issues to the executive In closing I feel that the practices of lying to people to open business accounts and forcing payments by blackmailing the consumer and closing accounts or suspending all accounts and the harassment when a account is not 30 days past due and charging late fess is in appropriate I intend to pursue these issues in the federal court system once my government remeidies are exhausted due to the facts that American express actions or inactions has cost me over 100,000.00 dollars in personal credit utilization to run my company They should be fined and punished by our government for the undermining of our banking laws Date XX/XX/XXXX XXXX XXXX XXXX Time XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-04-20

MI

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/2018, I was out shopping at my neighborhood mall. I went to various places to spend. Once I got home I looked at my account history to check my balance. To my surprise an ATM withdrawal in the amount of {$300.00} was taken out of my account by an unknown person. The card was in my possession and I have no idea how someone couldve withdrew money. I never use ATMs as theyre unsafe to me. I immediately transferred the rest of my money away from the card and called American Express Serve to notify them of the unauthorized transaction and have them cancel my card. They informed me Im not liable of any fraudulent transaction and my claim would be processed and credited within 10 business days. About 20 days later I received a letter stating that the claim has been denied because it was an atm transaction and i must have authorized it. I HAVE never went to the ATM and I didnt authorize anyone to and no one had access to my card other than me. They told me to write their dispute department explaining this situation. I faxed and mailed their dispute department with no response. I just dont know what to do, i trusted this company for over five years. Now I no longer want to be a customer.
Company Response: Closed with explanation

Timely Response

2018-04-20

CA

Trouble using your card

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

Can't use card to make purchases
Complaint: American Express has informed me that I can't make valid charges to a person because I know the individual. This is absurd and I have had difficulty understanding their position. I know many of the people to whom I make purchases and their position is unclear and their representative had difficulty explaining their rules and what the are requesting. I am now being asked for bank statement and they have not informed me of the reason. I think the real issue is that they have extended me a large amount of credit and they are now nervous. This is the best that I can come up with. In an attempt to get to the bottom of this, I am also contacting me congressional representatives about this matter. Please let me know of any further information that you require. Thank you.
Company Response: Closed with explanation

Timely Response

2018-04-20

Quincy, MA

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

2018-04-20

Kansas City, MO

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/XXXX, I received a letter from American Express that advised that they had made the decision to close my credit card account ( ending XXXX ). The reason for closure was because they had received " new '' information related to my account that was grounds for termination. Keep in mind, I have had this account for four ( 4 ) years at a line of {$1000.00}. For the past 12-18 months or longer there has been no charges on the account, I have never been late with the payment. There have been no disputes or chargebacks on the account either. When I pressed the agent, she kept saying there was new information that caused them to make this decision. I advised that they review credit scores on a monthly file most likely and I admit my score has dipped, but keep in mind, lets assume that happened in XX/XX/XXXX, the decline would have occurred, in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and yet no call, not notice and no changes to the account. Again, there is no balance. The steps that AMEX took were a cost measure, because I am not transacting. So rather than talk to me about that, they decide to take action that has disparate impact to me. You close my account and therefore, hurt me because it further impacts my score negatively by closing by creditor. This decision was made by some program or actuary without thought of the impact top the consumer all because I am not transacting ... not due to something I have done. After my call, they promised to review the decision. As I suspected, this was a lie because I received a letter two days later further clarifying it was my fico that was the key issue. Which is interesting because again, as I stated the FICO was most likely declining or declined since XX/XX/XXXX. What is there risk? If I close the account, they are owed nothing.
Company Response: Closed with explanation

Timely Response

2018-04-20

Coram, 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