AMERICAN EXPRESS COMPANY

2018-04-20

Kiryas Joel, NY

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Company Response: Closed with non-monetary relief

Timely Response

2018-04-19

Bradley Beach, NJ

Problem when making payments

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

Problem during payment process
Complaint: On XXXX XXXX 2018 I inadvertently made a payment to my closed XXXX American Express Account, instead of my open Blue American Express Account. American Express States the payment must have gone to my new XXXX XXXX Account. I have written confirmation XXXX XXXX does not have the payment ; that AmEx no longer transfers payments to XXXX XXXX. I have written confirmation from XXXX XXXX that the electronic payment was made to and accepted by American Express. American Express refuses to give me any type of file number to reference this issue. American Express refuses to accept any of the written documents from XXXX or XXXX XXXX concerning this issue from me. I brought this to the attention of American Express and XXXX within 48 hours, as soon as I realized I had made an error. American Express keeps telling me they are looking into this. It has been over 2 months. How can a payment be made and accepted to a closed account???? This is causing a nightmare, I live paycheck to paycheck, and the snowball effect has now occurred, causing late fees to other accounts as I just do not have enough cash to cover the missing {$200.00}
Company Response: Closed with explanation

Timely Response

2018-04-19

Washington, DC

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

2018-04-19

Greenwood, CA

Other features, terms, or problems

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

Other problem
Complaint: I received a credit from XXXX 's XXXX XXXX mobile phone service in XXXX for a phone that died. That credit went to American Express, because I had originally purchased the phone with an Amex card. However, I had canceled my XXXX-branded Amex card a year earlier when XXXX switched its card to XXXX XXXX. I was told by XXXX that the agreement between XXXX and Amex to transfer misdirected credits and payments within 15 business days had just expired, so my credit might take longer. It's now been nearly four months, and still no transfer of the {$210.00} credit to my XXXX XXXX account which Amex has had since XXXX. XXXX XXXX says the credit was accepted by Amex, so there's nothing it can do. A XXXX customer service representative says there is bad blood between the two companies about XXXX 's switch to XXXX, but it can't force Amex to transfer my credit or otherwise do anything to help obtain my funds. Amex has had me on hold or speaking to non-native English speaking customer service representatives for hours. One Amex rep told me, after a lengthy process, that he was not able to even get into my now-closed account. Another told me I would get a call from a higher-level resolution team within 30 minutes, and instead ... crickets for more than 16 hours at this point. Apparently, Amex has decided it can engage in outright theft of the funds of former customers because it's angry about XXXX 's decision to change its credit-card branding.
Company Response: Closed with explanation

Timely Response

2018-04-19

Dania Beach, FL

Improper use of your report

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

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

Timely Response

2018-04-19

Key Biscayne, FL

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Signed up for the American Express OPEN Starwood Preferred Guest Business Credit Card and approved on XX/XX/2017. Promotion stated XXXX SPG points after {$6000.00} spend in the first 3 months and an additional XXXX points after {$10000.00} spend in the first 6 months. Met the requirements and no points awarded. After multiple calls my case was placed under investigation, told to wait 8 to 12 week. No points awarded. Have called multiple times to XXXX OPEN and no explanation given.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-19

Katy, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-04-19

Bloomington, MN

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: Dear Consumer Financial Protection Bureau, I am writing this letter as a complaint on my {$10000.00} pending chargeback dispute for my business card with American Express. 1. Facts I purchased a travel package bundle from a company called XXXX XXXX XXXX XXXX in early XX/XX/XXXX and paid for that product with two of my American Express cards : ( 1 ) card X and ( 2 ) card Y. Shortly after my purchase, I paid approximately {$5000.00} towards the balance on my card Y leaving approximately {$5000.00} in an outstanding balance. Within a week of my purchase, I did not receive the product that I purchased and attempted to reach out to the vendor. After weeks of no response from the vendor, I called American Express and requested a chargeback on both of my cards. American Express representatives assured me that if I did not receive my product, I would be issued a chargeback for my purchase. Within weeks after my chargeback request, a successful chargeback was placed towards my card X for the travel bundle purchase clearing the approximately {$20000.00} debt on that card. Card Y card, however, did not receive a chargeback. After hearing nothing for weeks, I called American Express and was told that the dispute was ruled in the favor of the vendor DESPITE BEING FOR THE EXACT SAME PRODUCT AND VENDOR. Confused as to how one card, but not the other, would receive the chargeback, I then spoke with an American Express customer representative manager. I requested an explanation for why American Express ruled in favor of the merchant and was told that my contact information would be taken down for someone to explain to me the investigation. Per the managers recommendations, I requested opened a second chargeback dispute. I further offered myself to be a source of information for the dispute and requested that any chargeback investigators call me at my personal cell. Despite this, I heard nothing from American Express for three months. During this time, I was never contacted for information, learned about the status of my chargeback, or was given an explanation of the first chargeback result. To my surprise and disbelief, I suddenly began receiving aggressive debt collector calls towards the end of XX/XX/XXXX demanding I pay the {$5000.00} outstanding balance on card Y. Upon calling American Express, I was abruptly told that the chargeback was ruled in the favor of the merchant again, and despite my multiple demands, was given no reason how or why the investigation ruled in favor of the merchant. To make matters even worse, multiple American Express refused to speak to me telling me there was nothing they could do further for me because my account was now outsourced to an external debt collector. Frustrated and exasperated, I secured an evidentiary letter from the vendor stating that I never received the product that I purchased and that the vendor had gone bankrupt immediately after I purchased the product. Based on the letter from the vendor, American Express representatives reversed course and opened a third chargeback investigation. That chargeback investigation is now the topic of why I am writing this letter today nearly one year after the purchase. 2. Multiple Violations of 12 CFR 226.13, Truth in Lending Act American Expresss handling of my chargeback has resulted in multiple blatant violations of my rights under the Truth and Lending Act. They are as follows : Under 12 CFR 226.13 Billing Error Resolution, Section ( f ), American Express is required to conduct a reasonable investigation into my chargeback demand. The Consumer Finance and Protection Bureaus ( hereafter CFPB ) official interpretation of a reasonable investigation for a chargeback is : NONDELIVERY OF PROPERTY OR SERVICES : In conducting an investigation of a billing error notice alleging the nondelivery of property or services under 1026.13 ( a ) ( 3 ), the creditor shall not deny the assertion unless it conducts a reasonable investigation that the property or services were actually delivered, mailed or sent as agreed. American Express has failed to conduct a reasonable investigation as required. The three investigations have consisted of calling the defunct vendor, not receiving a response, and ruling in favor of the vendor based on not receiving a response. These investigations have produced nothing aside from a non-response from the defunct vendor. They can not meet the statutory burden of proof that rests with American Express to show that I ( the debtor ) received the product that I purchased. This violation is made even more blatant considering ( 1 ) that American Express has already processed a chargeback on my other American Express card for the exact same product and vendor and ( 2 ) that I have furnished an evidentiary letter from the defunct vendor stating that I never received the product that I purchased. Under 12 CFR 226.13 Billing Error Resolution, Section ( f ), if American Express determines that I am not due a chargeback, American Express must : ( 1 ) Mail or deliver to the consumer an explanation that sets forth the reasons for the creditor 's belief that the billing error alleged by the consumer is incorrect in whole or in part ; ( 2 ) Furnish copies of documentary evidence of the consumer 's indebtedness, if the consumer so requests. American Express, despite my numerous written and oral pleas, has failed to produce any oral, written, or electronic explanation setting forth its belief that the billing error alleged by me is incorrect in whole or in part. After requesting to speak to an investigator to understand why my first two chargebacks were denied, I ( the debtor ) was told, on multiple occasions, that I can not talk to American Express investigators. In addition, a written demand for proof of documentary evidence of my consumer indebtedness was sent to American Express XXXX XXXX XXXX, Utah office and received via certified mail on XX/XX/XXXX. Documentary evidence of indebtedness, or for that matter a basic response, was never sent to me. To make matters even worse, American Express has refused to do this for both chargeback investigations concluded on this card. Under 12 CFR 226.13 Billing Error Resolution, Section ( c ) ( 2 ), American Express must conclude my dispute within 90 days : The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice. American Express opened its first chargeback into my card on XX/XX/XXXX. As of XX/XX/XXXX, 190 days has passed a full 100 days and counting past the statutory limit. 3. Conclusion I hope these quickly identified violations of the Truth in Lending Act will prompt American Express to rectify from how it has bungled this chargeback. I am very eagerly looking forward to the CFPB 's response to my complaint.
Company Response: Closed with monetary relief

Timely Response

2018-04-19

Euclid, OH

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 was targeted for a promotion back in XXXX XX/XX/XXXX in conjunction with my XXXX XXXX XXXXXXXX XXXX XXXX ( now called XXXX ) credit card, which offered me XXXX bonus XXXX XXXX points for each authorized user credit card added ( up to four ), given that each new authorized user spends at least {$1000.00} on the card within 3 months of opening. [ image of offer attached ]. I took advantage of this offer, setting up two new authorized user accounts on XX/XX/XXXX online via American Express ' website. The minimum spend requirements were completed for both new cards by the deadline indicated, but I only received one of the XXXX bonus point amounts into my XXXX account. The card which did not receive the bonus points was used by my wife to complete {$1000.00} in spending from the dates of XX/XX/XXXX thru XX/XX/XXXX. [ transaction list with dates attached ]. I contacted XXXX customer service on XX/XX/XXXX to remedy the situation, of which they stated they saw the spend was there and would start " an investigation '' into why I did not receive the points and it would take 6-8 weeks but to call back before then. After hearing nothing, I called again on XX/XX/XXXX to be told they saw that everything looked correct but they needed two more weeks to continue looking into it. After again hearing nothing, I called on XX/XX/XXXX, and after being placed on hold multiple times, them being surprised why I didn't get the bonus points as it looked like I should have received them, ( and being on the phone over 37 minutes ), they apologized for the trouble and said they would credit my XXXX account with the XXXX points. I thanked them and asked when it should show up and they said within 72 hours. It has now been 15 days and still the XXXX points have not shown up in my XXXX account.
Company Response: Closed with explanation

Timely Response

2018-04-19

Mountain Home, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-04-19

Kiryas Joel, NY

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

2018-04-18

Louis, MO

Improper use of your report

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

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

Timely Response

2018-04-18

Fort Lauderdale, FL

Communication tactics

Debt collection: Credit card debt

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

Timely Response

2018-04-18

NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: They denied both of my disputes but had the nerves to credit me for one unauthorized charge from Delta sonic in the amount of {$25.00} ... .and then emailed me to tell me they are going to look further into the investigation and it could take up to 45 days I also have to send them the declaration of fraud form within 10 days ... ...
Company Response: Closed with monetary relief

Timely Response

2018-04-18

Madison, WI

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: All my American Express Membership Rewards points ( XXXX ) were frozen, I can not use or transfer any of them. It is tough to imagine paying $ XXXX+XXXX annually to keep cards with frozen points particularly after a freeze prevents me from getting an award ticket.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-18

MA

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 a Delta Skymiles Credit Card with American Express in XX/XX/XXXX. A promotion was offered of XXXX Skymiles upon using the credit card for {$1000.00} in purchases which was achieved in XX/XX/XXXX. It was discovered in XX/XX/XXXX that Am Exp issued a second Skymiles account for me ( in addition to one that Delta already issued ), and Am Exp merged the Skymiles account at the end of XXXX in order the the bonus of XXXX miles to be awarded properly. Am Exp is now telling me that I the problem getting the XXXX Skymiles is a problem with Delta, not with Am Exp. I can not get Delta on the phone ( over 2 hour wait for a call back, and they never call back ). It seems to me that if Am Exp is a partner with Delta, they should be able to work out whatever process issue they are having to get the XXXX mile awarded.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-18

IA

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 submitted a claim three months ago, quoted as below. " I referred several friends the XXXX-Amex cobrand credit card in XX/XX/XXXX, and as the terms described, I was supposed to obtain XXXX bonus points, but only XXXX XXXX points arrived. Following their terms, I waited for 12 weeks, and contacted Amex at XX/XX/XXXX, and XX/XX/XXXX, and gave them the names to whom I referred the credit card. They said they opened a case but never gave me any resolution. I thought it was abnormally long waiting time. '' Amex replied to me via CFPB saying they will handle this, but the truth is, after three month and my multiple inquiries, Amex shut down my inquiry surreptitiously. They told be an investigation should take 8-12 weeks, which is already abnormally long, but even after waiting for such a long time, their response is always, " I'm sorry, but I can not do anything ''. I think Amex is deceiving their customers and acting in a bad faith where they do not honor the promises they made to their customers. I am just a powerless customer facing such a giant financial institution.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-18

Ancho, NM

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2018-04-18

Jacksonville, FL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: American Express has violated x 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

2018-04-18

Cornelius, 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
Company Response: Closed with explanation

Timely Response

2018-04-18

Philadelphia, PA

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

2018-04-18

Lewisville, TX

Other features, terms, or problems

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

Problem with balance transfer
Complaint: In XX/XX/XXXX, I made a {$4400.00} payment to American Express ( AMEX ) via a convenience check on my XXXX XXXX ( XXXX ) credit card. Basically, I did a balance transfer of {$4400.00} from AMEX to XXXX. AMEX received the check and applied the credit to my XX/XX/XXXX statement ; meanwhile XXXX added the {$4400.00} to the balance owed on my credit card with them. Shortly thereafter, by XX/XX/XXXX, I paid off the XXXX credit card in full, which included the {$4400.00}, and I closed the XXXX credit card account. Now, in XX/XX/XXXX, 6 months later, AMEX applies {$4400.00} to my statement balance, claiming that the convenience check from XX/XX/XXXX was returned unpaid by XXXX XXXX. I never received any type of refund from XXXX, and they insist that the payment was made to AMEX. I disputed the amount with AMEX several times, sending them XXXX statements and documents showing that the amount was paid, yet AMEX still claims that I owe them the {$4400.00}. On three separate occasions I requested documents from AMEX showing that the payment was returned to XXXX, and AMEX has not yet provided any documents even though they promised to. I don't know what else to do, or who to turn to for help with this issue, please help, thank you.
Company Response: Closed with explanation

Timely Response

2018-04-18

NV

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 I had {$2500.00} stolen off of my American Express Serve card. It was wired into two individual accounts, {$2000.00} to one and {$500.00} into the other. I tried to log into my personal serve account to get the names of the individuals that it was wired to and oddly it WILL NOT let me back into my own account. I have been calling American Express with the number provided on the back of the card, multiple times and they have been telling me since XX/XX/XXXX that the investigation team had been working on the case. Recently, XX/XX/XXXX, I had called them yet again to check the status of the case and they told me that my case had been dealt with onXX/XX/XXXX. For over a month they had been telling me that my case was still being investigated when it had already been dealt with and they refused to tell me. They said that there is no possible way I will be able to get my money back that was stolen out of my account. I have called American Exress mutiple times, XXXX XXXX which is who I filed my tax return through, who by the way said it is now American Expresses hands, also I called the IRS to see if there was possible any way they could help me and they said no. I desperately need this money back as it was for a deposit on a house.
Company Response: Closed with explanation

Timely Response

2018-04-18

Charlottesville, VA

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 trying to transfer XXXX American Express membership rewards points to XXXX account on XX/XX/2018 but it wouldn't allow me to complete the transfer, indicating " 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. ''
Company Response: Closed with non-monetary relief

Timely Response

2018-04-18

Washington, DC

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response