AMERICAN EXPRESS COMPANY

2018-04-18

Sherman Oaks, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I noticed that my credit report is reflecting late payments on two accounts from America Express. These items are inaccurate because one account is paid in full, and the other account is in good standing. See enclosed documentation. AMERICAN EXPRESS : # XXXX ( account is current ) AMERICAN EXPRESS : # XXXX ( paid in full ) I notified the business on XX/XX/2018, requesting the removal of erroneous information from all three credit bureaus. Additionally, I asked for a written statement of their verification process. I received neither.
Company Response: Closed with explanation

Timely Response

2018-04-18

Mesa, AZ

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

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

Their investigation did not fix an error on your report
Company Response: Closed with monetary relief

Timely Response

2018-04-18

Chester, VA

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2018-04-17

Lewisville, TX

Closing your account

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

Can't close your account
Complaint: Please refer to this : XXXX Please refer to this chat history on XX/XX/XXXX early morning : XX/XX/XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX have i spent {$1000.00} on this card till now? You - XX/XX/XXXX XXXX XXXX i am a human and want to talk to a human ... please keep this chat bot crape and automation chat away from me You - XX/XX/XXXX XXXX XXXX and try to keep the jobs in USA ... rather than outsourcing them outside of USA You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi there! I will check your account for that - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Great! How are you doing today? - XX/XX/XXXX XXXX XXXX fine ... please answer my question You - XX/XX/XXXX XXXX XXXX Sure - XX/XX/XXXX XXXX XXXX i have already spent more than 5 minutes for this question You - XX/XX/XXXX XXXX XXXX I am sorry for that. Let me quickly check the spending - XX/XX/XXXX XXXX XXXX You have made total purchases of {$1100.00} - XX/XX/XXXX XXXX XXXX I do see that you have already met the spending threshold and we have issued your {$200.00} statement credit on your account - XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? - XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX Want to talk to real human being - please don't waste my time You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi, welcome to American Express Chat. XXXX - XX/XX/XXXX XXXX XXXX Thanks for contacting us. XXXX - XX/XX/XXXX XXXX XXXX How much i have spent till now on this card? You - XX/XX/XXXX XXXX XXXX You are chatting with XXXX XXXX - XX/XX/XXXX XXXX XXXX everything including the pending transactions You - XX/XX/XXXX XXXXXXXX XXXX I will check and help you with this. XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? XXXX - XX/XX/XXXX XXXX XXXX can you guys make a better user interface like what is being shown in XXXX XXXX and XXXX etc ... this user interface XXXX You - XX/XX/XXXX XXXX XXXX yes you are chatting with XXXX You - XX/XX/XXXX XXXX XXXX Thanks for the name confirmation! XXXX - XX/XX/XXXX XXXX XXXX We appreciate your feedback and I've forwarded it to our dedicated online technical team for internal review. While you may not see any change immediately, however, our website team makes changes on the basis of feedback they receive from our valued Cardmembers. I am grateful that you have shared your thoughts with us. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience. XXXX - XX/XX/XXXX XXXX XXXX Please help me with the last 5 digits of the card that you are referring to. XXXX - XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You - XX/XX/XXXX XXXX XXXX Can you please help me ... rather than still verifying me You - XX/XX/XXXX XXXX XXXX Thank you! XXXX - XX/XX/XXXX XXXX XXXX please don't give me this crape security stuff You - XX/XX/XXXX XXXX XXXX till now - almost 4 minutes has been wasted ... this user interface XXXX and then the customer service XXXX even more You - XX/XX/XXXX XXXX XXXX Sure, I will help you with everything that you need however security check is only for the security reasons to protect your account from any fraudulent activity XXXX - XX/XX/XXXX XXXX XXXX i can't even get the answer i am looking for ... you are wasting my time You - XX/XX/XXXX XXXX XXXX I really don't intend to do that XXXX - XX/XX/XXXX XXXX XXXX I am just trying to help you XXXX - XX/XX/XXXX XXXX XXXX You're referring to your Blue Cash Preferred Card account XXXX - XX/XX/XXXX XXXX XXXX Of course You - XX/XX/XXXX XXXX XXXX can you get me the answer to the question ... i am literally getting nuts You - XX/XX/XXXX XXXX XXXX Sure, just a minute please XXXX - XX/XX/XXXX XXXX XXXX You need the total spend for XXXX or just the total balance. XXXX - XX/XX/XXXX XXXX XXXX Listen XXXX just give me the XXXX answer ... don't waste my time You - XX/XX/XXXX XXXX XXXX i told you 100 times what i asked You - XX/XX/XXXX XXXX XXXX it's not my problem that you are not smart You - XX/XX/XXXX XXXX XXXX Okay XXXX - XX/XX/XXXX XXXX XXXX I will help you with this XXXX - XX/XX/XXXX XXXX XXXX Please allow me a moment while I check this for you. XXXX - XX/XX/XXXX XXXX XXXX i told you - i want to know " how much i spend using this card till now ... including the pending transactions '' You - XX/XX/XXXX XXXX XXXX you tell me the answer and then i am done ... then you waste time of other customers You - XX/XX/XXXX XXXX XXXX Just a minute please XXXX - XX/XX/XXXX XXXX XXXX Please allow me a moment while I check this for you. XXXX - XX/XX/XXXX XXXX XXXX rather than asking me useless questions - by this time you should have got the answer ... thanks for nothing for wasting my time You - XX/XX/XXXX XXXX XXXX I am really sorry if you feel that way however we at American Express take the security of your account very seriously so that there are very less chances for fraudulent activities to occur with card accounts. XXXX - XX/XX/XXXX XXXX XXXX answer please - you are not announcing the XXXX award You - XX/XX/XXXX XXXX XXXX You have made the total spend for XXXX for {$410.00}, you've made new charges for upcoming statement for {$660.00} and there are pending transactions for I need to calculate manually XXXX - XX/XX/XXXX XXXX XXXX there are pending transactions for {$98.00} XXXX - XX/XX/XXXX XXXX XXXX You have made the total spend for XXXX for {$410.00}, you've made new charges for upcoming statement for {$660.00} and there are pending transactions for $ XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX why manually? why don't you guys simply follow what XXXX, XXXX XXXX and XXXX is doing You - XX/XX/XXXX XXXX XXXX give me the total You - XX/XX/XXXX XXXX XXXX of all the things You - XX/XX/XXXX XXXX XXXX i can't believe that this kind of website exists in XXXX You - XX/XX/XXXX XXXX XXXX Manually because pending and posted transactions for upcoming statement aren't included in the YTD as they are included once the statement is closed XXXX - XX/XX/XXXX XXXX XXXX who cares - other credit card companies are much easier and better You - XX/XX/XXXX XXXX XXXX no need to even deal with their customer service at all You - XX/XX/XXXX XXXX XXXX I really apologize for the inconvenience however we always care for the security of the card account. XXXX - XX/XX/XXXX XXXX XXXX The total spend including previous statements, upcoming statements and pending transactions, the total spend is for {$1100.00} however you don't owe us for the pending transactions until they are posted in your account XXXX - XX/XX/XXXX XXXX XXXX I can see that the previous representative have also shared the correct details that I have provided however I need to share another information for how the reward points are accumulated XXXX - XX/XX/XXXX XXXX XXXX I would like to inform you that there is one month lag for the rewards points to be updated online. So the rewards points for your current statement will be updated on the upcoming statement. XXXX - XX/XX/XXXX XXXX XXXX There is always a one-month delay for the reward for new purchases ( from the previous month ) to appear on your statement. This is the time needed to ensure that we have captured all spending, payments and credits on your account. XXXX - XX/XX/XXXX XXXX XXXX hi You - XX/XX/XXXX XXXX XXXX Yes, I already helped you with the information XXXX - XX/XX/XXXX XXXX XXXX The total spend including previous statements, upcoming statements and pending transactions, the total spend is for {$1100.00} however you don't owe us for the pending transactions until they are posted in your account XXXX - XX/XX/XXXX XXXX XXXX ok bye You - XX/XX/XXXX XXXX XXXX We appreciate your feedback and I've forwarded it to our dedicated online technical team for internal review. While you may not see any change immediately, however, our website team makes changes on the basis of feedback they receive from our valued Cardmembers. I am grateful that you have shared your thoughts with us. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience. XXXX - XX/XX/XXXX XXXX XXXX I will pass your feedback to my supervisor as well so that yuor voice is heard by them as well XXXX - XX/XX/XXXX XXXX XXXX your* XXXX XXXX XX/XX/XXXX XXXX XXXX Pleasure chatting with you. Feel free to get in touch with us anytime.You can chat back with us anytime, we are available 24/7. XXXX - XX/XX/XXXX XXXX XXXX Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. XXXX - XX/XX/XXXX XXXX XXXX The chat is still connected, so I will disconnect it from my end. Thank you for your Card Membership and have a great day! XXXX - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX Want to know about the overall balance including pending balance? You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Want to know about the overall balance including pending balance? You - XX/XX/XXXX XXXX XXXX Welcome to Live Chat! My name XXXX, and I see you were previously chatting with our Virtual Assistant. Please give me a moment to review your chat. XXXX - XX/XX/XXXX XXXX XXXX I'll check that and share the information with you. XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you for confirming your name. XXXX - XX/XX/XXXX XXXX XXXX Allow me a few moments please. XXXX - XX/XX/XXXX XXXX XXXX {$1000.00} is the total of your Account balance and pending charges. XXXX - XX/XX/XXXX XXXX XXXX XXXX dont intend to rush you. Just to confirm, are we still connected? XXXX - XX/XX/XXXX XXXX XXXX u You - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX so it's more than {$1000.00} - including pending charges, right? You - XX/XX/XXXX XXXX XXXX Yes. XXXX - XX/XX/XXXX XXXX XXXX when the annual fees will be charged? You - XX/XX/XXXX XXXX XXXX It will be charged on your XX/XX/XXXX statement. XXXX - XX/XX/XXXX XXXX XXXX have i got the {$200.00} bonus? You - XX/XX/XXXX XXXX XXXX Yes, the {$200.00} statement credit posted on XXXX XXXX, XXXX. XXXX - XX/XX/XXXX XXXX XXXX I see that your replacement card was mailed on XXXX XX/XX/XXXX. XXXX - XX/XX/XXXX XXXX XXXX And your last statement closed on XXXX. XXXX - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX thanks You - XX/XX/XXXX XXXX XXXX Since your last statement closing no new charges have posted. XXXX - XX/XX/XXXX XXXX XXXX Please disregard my last statements. XXXX - XX/XX/XXXX XXXX XXXX Thank you for your Card Membership, please click on the X in the top right of the chat window to end the chat. XXXX - XX/XX/XXXX XXXX XXXX The chat is still connected, so I will disconnect it from my end. Thank you for your Card Membership and have a great day! XXXX - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX get me a human being not some stupid robot You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi You - XX/XX/XXXX XXXX XXXX Hi, How may I assist you today? - XX/XX/XXXX XXXX XXXX Can you check auto payment is enabled on this account or not? You - XX/XX/XXXX XXXX XXXX Sure I will quickly review your account - XX/XX/XXXX XXXX XXXX Is this XXXX with me? - XX/XX/XXXX XXXX XXXX and guys please don't outsource your work ... this website is so confusing - i have no idea what to do here You - XX/XX/XXXX XXXX XXXX I apologize for any confusion, I'm here to assist you - XX/XX/XXXX XXXX XXXX Yes autopay is enrolled on your Blue Cash Preferred card and the next debit date is XX/XX/XXXX - XX/XX/XXXX XXXX XXXX It's set for total new balance - XX/XX/XXXX XXXX XXXX it's full statement balance or minimum balance? You - XX/XX/XXXX XXXX XXXX It's for the full statement balance - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX That is {$730.00} - XX/XX/XXXX XXXX XXXX how i can get redeem the reward You - XX/XX/XXXX XXXX XXXX You can use Rewards toward your Statement in increments of XXXX Reward Dollars. - XX/XX/XXXX XXXX XXXX The credit awarded will be equivalent to the number of Reward Dollars redeemed. - XX/XX/XXXX XXXX XXXX I show that as of now you have XXXX rewards dollars - XX/XX/XXXX XXXX XXXX Man Amex credit card is no good You - XX/XX/XXXX XXXX XXXX XXXX is far better You - XX/XX/XXXX XXXX XXXX I'm sorry if you felt so, the benefits differ card to card - XX/XX/XXXX XXXX XXXX XX/XX/2018 Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX Get me a human - no robot or chatbot You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi XXXX You - XX/XX/XXXX XXXX XXXX i have two cards with American Express - Delta and regular American Express credit card You - XX/XX/XXXX XXXX XXXX right? You - XX/XX/XXXX XXXX XXXX I will surely check that on your card account - XX/XX/XXXX XXXX XXXX Is this XXXX with me? - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you - XX/XX/XXXX XXXX XXXX yes you have two cards, - XX/XX/XXXX XXXX XXXX i want to close both the credit cards i have with American express You - XX/XX/XXXX XXXX XXXX Its Gold Delta Sky Miles Card and Blue Cash preferred Card - XX/XX/XXXX XXXX XXXX please do the needful You - XX/XX/XXXX XXXX XXXX I regret the decision, if you don't mind me asking. May I know why do you wish to cancel the card? - XX/XX/XXXX XXXX XXXX also i have {$9.00} as the rewards on my Blue cash preferred card ... please let me know how i will get that? You - XX/XX/XXXX XXXX XXXX I am sorrry but you will not be able to redeem {$9.00} rewards as you need to have minimum {$25.00} to do the redemption - XX/XX/XXXX XXXX XXXX The minimum requirement for redemption is {$25.00} - XX/XX/XXXX XXXX XXXX Well American express is not an ethical company ... they are outsourcing all the jobs ... i have applied for at least 25+ positions ... they just called me for one position only ... if they can't hire me - why should i use their credit cards ... i heard that lots of directors and VPs out there in Information technology are getting cut back from the consulting companies - that's why they are letting the contractors to work there ... so if the company is so corrupt - why should i use their products You - XX/XX/XXXX XXXX XXXX buy XXXX hire XXXX XXXX if American Express is not doing that - then there is no point that americans should use the products of this kind of companies You - XX/XX/XXXX XXXX XXXX I am sorry to hear that you are not happy about it - XX/XX/XXXXXXXX XXXX pass on the message to your new CEO XXXX XXXX XXXX You XXXX XX/XX/XXXX XXXX XXXX Please wait - XX/XX/XXXX XXXX XXXX Just the way you - i am an XXXX origin person but now XXXX You - XX/XX/XXXX XXXX XXXX let me connect you to my supervisor - XX/XX/XXXX XXXX XXXX Please stay connected - XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has joined the conversation Hi XXXX - XX/XX/XXXXXXXX XXXX I am the Supervisor with Chat - XX/XX/XXXX XXXX XXXX what XXXX XXXX ( father of the Nation ) did almost 80 years back ... i am doing it now ... if American express is too much into corruption and not encouraging americans ... then i need to give up american express products You - XX/XX/XXXX XXXX XXXX so please close both the accounts as i can not deal with this kind of corrupt company You - XX/XX/XXXX XXXX XXXX We have had operating centers in XXXX and the XXXX XXXX since XXXX. All CCPs, regardless of where they are located, are required to meet the same high quality standards. - XX/XX/XXXX XXXX XXXX If you still wish to close the card, I can do that for you - XX/XX/XXXX XXXX XX/XX/XXXX The company is very corrupt ... my spouse also worked as a contractor and the employee..so better not speak what all American express is doing ... i know since XX/XX/XXXX what all is happening in American express ... especially during last 3 yrs You - XX/XX/XXXX XXXX XXXX alright, I will close the account for you and register your complaint aswell - XX/XX/XXXX XXXX XXXX Please close both the accounts ... registering the complaint is of no use ... as from top to bottom there is corruption ... nothing can be done now You - XX/XX/XXXX XXXX XXXX okay, i will honor your request. - XX/XX/XXXX XXXX XXXX bye then You - XX/XX/XXXX XXXX XXXX I am to read a disclosure to you - XX/XX/XXXX XXXX XXXX before I cancel the card - XX/XX/XXXX XXXX XXXX kindly stay connected - XX/XX/XXXX XXXX XXXX I'm completing your request to cancel your Card ( s ) and all associated benefits.Please destroy the Card ( s ). Any outstanding authorized charges will be billed to your account. We may increase your APR if your payments are late or returned. Any pending or current Penalty APRs will still be in effect. You will continue to receive a monthly statement until there's no more activity on the account. Please note you need to immediately contact any merchants that bill you using this Card to stop the automatic billing. - XX/XX/XXXX XXXX XXXX should i go ahead and cancel your cards - XX/XX/XXXX XXXX XXXX Are we still connected? - XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. - XX/XX/XXXX XXXX XXXX XX/XX/XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX need to talk to the human being You - XX/XX/XXXX XXXX XXXX not some robot or chat bot You - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Hi, Welcome to Live Chat, how can I help you today? - XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? - XX/XX/XXXX XXXX XXXX Since we have not heard from you for some time, we will now end this chat. Please Live Chat with us again if we can be of further assistance. - XX/XX/XXXX XXXX XXXX You can always reach a Live Chat Customer Care Professional by logging into your account at americanexpress.com Once logged in, click " Help '' in the top-right corner of your screen. Then, under the " Online '' tab, click " Start Live Chat ''. - XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX need a real human being You - XX/XX/XXXX XXXXXXXX XXXX XXXX has joined the conversation not a chat bot You - AXX/XX/XXXXXXXX XXXX XXXX have both of my credit card accounts being closed or not? You - XX/XX/XXXX XXXX XXXX Hi, How may I help? XXXX - XX/XX/XXXX XXXX XXXX I will check this for you. XXXX - XX/XX/XXXX XXXX XXXX ok You - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? XXXX - XX/XX/XXXX XXXX XXXX yes You - XX/XX/XXXX XXXX XXXX Thank you! XXXX - XX/XX/XXXX XXXX XXXX I see you have a Blue Cash preferred card and a Gold Delta skymiles card. XXXX - XX/XX/XXXX XXXX XXXX I see both the cards are active as of now. XXXX - XX/XX/XXXX XXXX XXXX i chatted with you guys last week You - XX/XX/XXXX XXXX XXXX I see you chatted about it yesterday. XXXX - XX/XX/XXXX XXXX XXXX and told clearly to close both the accounts You - XXXX XXXX, XXXX XXXX XXXX However the chat was non responsive and this is why the cards could not be closed. XXXX - XX/XX/XXXX XXXX XXXX forget about yesterday 's chat You - XX/XX/XXXX XXXX XXXX how about last week 's chat You - XX/XX/XXXX XXXX XXXX I see you chatted on XXXX and XX/XX/XXXX XXXX - XX/XX/XXXX XXXX XXXX American Express is such a fraud company You - XX/XX/XXXX XXXX XXXX you guys are hiding our chat records also You - XX/XX/XXXX XXXX XXXX anyways close both the accounts You - XX/XX/XXXX XXXX XXXX I am extremely sorry if you feel this way. XXXX - XX/XX/XXXX XXXX XXXX Sure I will. XXXX - XX/XX/XXXX XXXX XXXX May I know the reason please? XXXX - XX/XX/XXXX XXXX XXXX because American express is unethical company ... you guys are induldged into a lot of fraud, cheating and unethical stuff You - XX/XX/XXXXXXXX XXXX I apologize for any inconvenience caused! XXXX - XX/XX/XXXX XXXX XXXX when you dont hire local americans why i should use any of your products You - XX/XX/XXXX XXXX XXXX just close it You - XX/XX/XXXX XXXX XXXX You can let me know what exactly is the reason XXXX - XX/XX/XXXX XXXX XXXX no further reasons You - XX/XX/XXXX XXXX XXXX do you tell your US employees the reason why they are being laid off You - XX/XX/XXXXXXXX XXXX or why the US person is not hired You - XX/XX/XXXXXXXX XXXX? You - XX/XX/XXXX XXXX XXXX just close the accounts You - XXXX XXXX XXXX XXXX XXXX i am reporting this matter to CFPB now You - XX/XX/XXXX XXXX XXXX Please wait! XXXX - XX/XX/XXXX XXXX XXXX I am transferring the chat to my manager. XXXX - XX/XX/XXXX XXXX XXXX no useless managager You - XX/XX/XXXX XXXX XXXX i told you close the account You - XX/XX/XXXX XXXX XXXX that's it You - XX/XX/XXXX XXXX AM I am working on it. XXXX - XX/XX/XXXX XXXX XXXX Prior to that last week - i told American express the same thing and also yesterday. they ask reason for closing the account? Why should i provide the reason ... and when reason is provided even then they are not closing the account. This unethical, fraud, manipulated company which is outsourcing jobs outside of USA and not hiring US workers ... why should US workers should use their products - like credit cards ... it's plain simple reason ... .account balance is XXXX ... account is paid in full ... why not Amex is closing the account ... .by fraud they opened a free account ( with XXXX fees ) the one with annual fees ... now it's time for them to close it ... it seems Amex is so desperate for the customers ... that they are not willing to close the accounts also.
Company Response: Closed with explanation

Timely Response

2018-04-17

Ecru, MS

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-04-17

Brooklyn, 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
Complaint: I have close to XXXX Amex points and they have frozen my account for well over 6 weeks saying that there is an internal review going on and they can't tell me when I will be able to use again. This is totally unacceptable.
Company Response: Closed with explanation

Timely Response

2018-04-17

Indianapolis, IN

Fees or interest

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

Problem with fees
Complaint: On XX/XX/16 I was charged {$40.00} " ANNUAL MEMBERSHIP FEE '' by my XXXX American Express Card. XXXX then quit their partnership with American Express, and the card account was transferred to XXXX where I was promptly charged another annual fee. I called XXXX and asked them to refund the {$40.00} I was charged on the American Express card and they said they couldn't because it was charged by American Express. I called American Express and asked them to refund the money and they said they couldn't because they no longer held the account. I opened a support case with American Express for this ( XXXX ) which was ultimately closed and they refused to reimburse my {$40.00}.
Company Response: Closed with explanation

Timely Response

2018-04-17

Kansas City, MO

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2018-04-17

Chestnut, NJ

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-04-17

Oxford, GA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: In XX/XX/XXXX I received an offer from American Express and Delta that if I obtained the gold delta skymiles credit card and use {$3000.00} dollars in the first three months I would receive XXXX miles. I got the card on XX/XX/XXXX and started to use it. By XX/XX/XXXX I had completed the {$3000.00} dollars. I called soon after as I had not gotten the miles and they explained that it would take 6-8 weeks. After 8 weeks I called and they said it was going to be 10 weeks ( the maximum in the contract I got with the credit card ). Last time I called was XX/XX/XXXX ( more than 10 weeks after ) and they said the would open an investigation and to call delta. So I called delta and they said basically to talk to AMEX. It is now 6 months since the card opened, and 4 months after the requirement met and I have not yet been contacted or received the miles. I chatted with the people in AMEX and they said the investigation is open. I got this credit card because I planned traveling for XX/XX/XXXX, which was cancelled due to the lack of miles. Now we are in need of another trip in XX/XX/XXXX, and the tickets are extremely expensive and will leave me with little money. The company has breached contract and will offer no type of compensation. Their responses have been vague and not satisfactory.
Company Response: Closed with monetary relief

Timely Response

2018-04-16

Moapa, NV

Fees or interest

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

Charged too much interest
Complaint: AMX improperly applied the payments I made over the minimum due to lower interest rate balances rather than highest interest rate balances. From my calculations, I paid approximately XXXX over the minimum payments due over the past several years. However, the balance on my highest interest rate balance has continually gone up instead of down. The highest interest rate is a cash advance rate of 22.49, purchases are at 11.49. Big difference. Not only has my high interest rate balance not been reduced by my XXXX over the minimum payments, the balance has actually increased from XXXX in XX/XX/XXXX to XXXX on my current statement dated XX/XX/XXXX. Since I have not taken a cash advance in the past 7 years, I believe that my purchases are inappropriately being applied to the cash advance balance in error. When I noticed all this was happening, I contacted American Express. I have made several calls trying to resolve this and get some help. The representative told me it would take 4-6 to resolve and that I would hear from the company in writing. That was on XX/XX/XXXX. As of today, I have yet to hear anything from AMX. After contacting AMX, my XX/XX/XXXX statement was adjusted giving a credit to my account for the Cash Advance interest fees for one month of {$290.00} and my minimum payment was reduced to {$170.00}. Also, my cash advance balance was reduced to {$1500.00}. I know this is a complex case and this error has occurred over several years so I was happy to see that it appeared that AMX was trying to rectify the situation. To my complete dismay, my XX/XX/XXXX statement has the cash advance balance at {$14000.00}. I do not know what has happened to my account, perhaps a terrible computer glitch, but it is not right or lawful. I have been charged all of this extra interest on incorrect balances all of these years. My purchases should be charged a rate of 11.74 % NOT 22.74 %. Also, my payments have been increasing over the years, from approximately {$300.00} a month to my current payment due of {$450.00} due to the interest being calculated on cash advance rates instead of purchase rates. Also, my credit has been severely affected because of my credit utilization percentage being so high.
Company Response: Closed with explanation

Timely Response

2018-04-16

Scottsdale, 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: Hello, I have been a loyal American Express card customer for more than 20 years, and I have been accumulating membership reward points for many years now. So far I have around XXXX points in my account. I planned my trip with the points in mind to book my return flights. When I was ready to redeem the points to book the last leg of my flights, I got the 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. Why????? It has been 3 weeks, I am still getting the same message. I called the Membership Reward program 4 times, and the 3rd representative helped me file a complaint, saying they will get back to me in 7-10 days by phone or email. Its been 2 weeks since, and nobody has called or emailed. Our trip plan is on hold and we are at risk of losing my already-booked tickets and reservations because American Express is holding my points without providing any information or explanation. If we can not use the reward points why did you make them look available? We do use the points to plan trips, not just to look at them. And why are you holding all of my points? I only want to transfer some of the points that I accumulated a long time ago. Why cant I use them? Please explain! XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-16

Brooklyn, NY

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 or about XX/XX/XXXX - an unauthorized, unknown charge of approximately $ XXXX+ from an unknown vendor located in XXXX resulted in a debit of funds from my Amex Serve Account. I have never traveled, nor conducted business - in person, online or otherwise, with any vendors or companies located in XXXX or XXXX, using my Amex Serve card, to-date. I contacted customer service for Amex Serve Card to obtain details of the unauthorized charge, via telephone, along with disputing the charge and debit of my account. I was informed by loss prevention and account security that a case file would be open to investigate the alleged fraud and charge. I contacted customer service in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to obtain a status update of the investigation into my account to no avail. I also contacted Amex Serve in XX/XX/XXXX and on XX/XX/XXXX to obtain a detailed status of the vendor who debited the $ XXXX+ from my card in XX/XX/XXXX. Amex refused to provide me with the details of the transaction over the phone and/or remit documented or written correspondence via US mail. Instead, several customer service account representatives, stated an email notification was sent to me - to an email address, I informed Amex I no longer had access to, because the email subscription service went out of business. I made several attempts to provide an updated email address to no avail. Amex refused to resend the email to my new XXXX address. Amex Serve also locked/suspended/blocked online access to the Amex account to prevent login availability to review the unauthorized transaction in dispute.I received a refund check from Amex Serve in the amount of {$12.00}, dated XX/XX/XXXX, along with an attached letter stating, " Your American Express Serve Account is no closed. As you requested, we are providing you with a check for the amount of your available balance ... '' I do recall ever speaking to Amex Serve Team requesting a refund for the balance on my account. The stated fact that I had spoken with representatives in XX/XX/XXXX and XX/XX/XXXX - instructing me to callback within 7-10 business banking days to obtain the status of the internal investigation, and receiving a refund check in XX/XX/XXXX, lends to a level of fraud and incompetence on the side of the card issuer - American Express Serve. The funds that were direct deposited to my account were funds deposited by the US Department of Education. The inconvenience caused by the closure and blocking of my account resulted in suspension of graduate studies work at my University for a period of 18+ months and several deferred payment requests of my Federal Student Loan to the present date. Lastly, as a retaliatory and punitive action, on XX/XX/XXXX at approximately XXXX EST, I contacted Amex Serve to discuss the pending issue again and the representative refused to allow me to speak to a supervisor/manager - after I stated I was not satisfied with her inability to properly assist with resolving the issue directly. The Amex Serve representative put me on hold and return to state, to wit, " Sorry, but there are no supervisors or managers available to speak to you. When I informed the representative I was intending to contact the CFPB to file a complaint, if I could not speak directly to a supervisor/manager, she put me on hold a second time and returned to 'rapidly ' state, in broken English, to wit, " ... you may be on hold for 30 minutes to one hour before someone can speak with you. '' I hung up and decided to proceed with filing this complaint.
Company Response: Closed with explanation

Timely Response

2018-04-16

San Diego, CA

Closing your account

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

Company closed your account
Complaint: On XX/XX/2018 American Express closed my accounts ending in XXXX. They gave me no warning and i had never missed any payments. I tried to make 1 purchase and they closed everything. I would like to have my cards reopened and done so amicably.
Company Response: Closed with explanation

Timely Response

2018-04-16

Albuquerque, NM

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-04-16

Albuquerque, NM

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Closed with monetary relief

Timely Response

2018-04-16

Katy, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-04-15

Nyc, NY

Problem when making payments

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

Problem during payment process
Complaint: XX/XX/XXXX : I applied for the Gold Delta SkyMiles American Express Credit Card and was immediately accepted. XX/XX/XXXX : I activated the card and made my first purchase. XX/XX/XXXX : My first statement closed XX/XX/XXXX : I enrolled for 'AutoPay ' for the 'Total New Balance ' to be processed '15 days after the statement closing date '. I expected this to capture my first statement since it was still within 15 days of the closing date. XX/XX/XXXX : I was charged a late fee by American Express XX/XX/XXXX : I contacted American Express about the late fee, and became aware of the fact that the 'AutoPay ' was not applied to my current statement. American Express did refund the late fee. The 'AutoPay ' enrollment has a clear 'dark pattern ' in order to accumulate more late fees by purposely skipping the first payment that falls within the criteria. Full chat transcript XX/XX/XXXX XXXX XXXX Hi XXXX, how can I help you today? Virtual Assistant - XX/XX/XXXX XXXX XXXX XXXX has joined the conversation Your messages typed before landing this chat are not visible. So may I please know, how may I assist you today? XXXX - XX/XX/XXXX XXXX XX/XX/XXXX I was charged a late fee, but I have auto pay setup. Why didn't the auto payment go through? You - XX/XX/XXXX XXXX XXXX I will certainly check that for you. XXXX - XX/XX/XXXX XXXX XXXX Am I chatting with XXXX? XXXX - XX/XX/XXXX XXXX XXXX Yes You - XX/XX/XXXX XXXX XXXX Thank you. Please allow me a few moments while I access your account. XXXX - XX/XX/XXXX XXXX XXXX Would that be possible to confirm the last 5 of the card you are referring to? XXXX - XX/XX/XXXX XXXX XXXX redacted You - XX/XX/XXXX XXXX XXXX A moment, please. XXXX - XX/XX/XXXX XXXX XXXX I see, you enrolled into Auto Pay on XX/XX/XXXX and it is effective next bill cycle due date. XXXX - XX/XX/XXXX XXXX XXXX So it will be effective your next statement which will be closed on XXXX. XXXX. XXXX - XX/XX/XXXX XXXX XXXX Since you were not aware of it, how can American Express make it upto you? XXXX - XX/XX/XXXX XXXX XXXX Ok, yeah that definitely seems like an unexpected pattern. I'd appreciate passing along that feedback to the appropriate product team, and for the late fee to be refunded. You - XX/XX/XXXX XXXX XXXX Thank you for your valuable feedback. These chats are monitored and we continuously consider the opportunities where we can improve on. XXXX - XX/XX/XXXX XXXX XXXX and as a one time exception, I have credited your account for {$27.00} late fee. XXXX - XX/XX/XXXX XXXX XXXX Ok, I do plan on contacting the CFPB about this. It seems like an intentional design decision to drive more late fees. Thanks for the credit. You - XX/XX/XXXX XXXX XXXX A moment, please. XXXX - XX/XX/XXXX XXXX XXXX Let me connect you with my Supervisor. XXXX - XX/XX/XXXX XXXX XXXX XXXX has left the conversation XXXX has joined the conversation Hi! My name is XXXX. I am XXXX 's Supervisor. Please allow me a moment to go through the conversation. XXXX - XX/XX/XXXX XXXX XXXX Thank you so much for your patience. XXXX - XX/XX/XXXX XXXX XXXX I can see that you wanted to make a complaint about the Autopay XXXX - XX/XX/XXXX XXXX XXXX Well, I am so sorry to inform you that when you set up Autopay, its mentioned on the confirmation page that it will be effective from the upcoming month statement XXXX - XX/XX/XXXX XXXX XXXX We have not heard from you for some time. Do you wish to continue to chat? XXXX - XX/XX/XXXX XXXX XXXX No thanks You - XX/XX/XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-04-15

Dallas, TX

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 someone made an unauthorized fraudulent purchase at a XXXX XXXX in the state Illinois using my AMEX SERVE account number without the card physically there. The charge is currently on Hold. I contacted AMEX SERVE and they said they can not do anything until the charge actually goes thru. By AMEX SERVE refusing to take action, they are telling me that they are OK with fraudulent activity and will accept this activity and do nothing.. They also stated they allow purchases to be made at a store without the card being physically present which is contradictory to their statements about fraud protection when you first sign up for the card. Also they stated that I would have to call back after the fraud has gone through before they can begin an investigation.
Company Response: Closed with explanation

Timely Response

2018-04-14

Chula Vista, CA

Improper use of your report

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

Reporting company used your report improperly
Complaint: Hello, On XX/XX/2018, I received a phone call while outside the company on a vacation with my family. The caller stated that he was calling from American Express and stated that we were referred to him by an individual to offer us business credit card for our business use. I was initially hesitant but agreed to proceed only if the card credit decision will be based solely on the business credit report. This was made very clear then I am asked for my social security number. I refused to give him my social security number and made it absolutely clear that I wouldn't continue when he asked for my SSN. I informed him that I don't want my credit to be used neither do I want to be personally linked to the credit decision. I informed him that I will not continue with process if my credit will be checked. He assured me that he can use only the business credit and then proceeded to ask for the business federal tax ID. I obliged and gave him the business information. I NEVER AGREED TO HAVE MY PERSONAL CREDIT CHECKED, INFACT, I REFUSED THAT REQUEST. To my surprise, I received a letter from American Express addressed personally to me stating that I was denied credit card because of my credit report. What! I called American Express and all they can say is that they will remove the point from my credit report. I am beyond furious for the invasion of privacy.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-14

Beyersville, TX

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I took advantage on XX/XX/XXXX of an American Express promotion to receive XXXX XXXX XXXX points after adding an authorized user and spending {$1000.00} on the authorized user 's card within three months of adding it. This spending threshold was met on XX/XX/XXXX. On that date I contacted AmEx 's customer service by online chat through their banking portal, and was told the points should post within 6-8 weeks. These points have never posted, despite several follow-up contacts on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XX/XX/XXXX, and XXXX XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-04-14

Taft, OH

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2018-04-13

Columbus, OH

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 non-monetary relief

Timely Response

2018-04-13

Cordova, TN

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 an Amex Gold card account in XX/XX/XXXX. One of the advertised benefits is a {$100.00} airline credit, payable against charges including flight change fees. In XX/XX/XXXX I was offered the opportunity to upgrade to a Platinum card. I did so. In doing so I was promised a {$200.00} credit for airline incidentals. This reminded me of the {$100.00} I had been promised for incidentals on the Gold card. During XX/XX/XXXX I incurred at least two flight change fees, which Amex lists as eligible charges for the purpose of their airline incidentals credit. However, I could not see any credit for {$100.00}, or any other amount. I have attached an email showing one of the flight change fees of {$450.00}, which was incurred on XX/XX/XXXX. There was also an additional fare collection, thus the total amount charged was {$490.00}. I have several other examples I can share. I brought this issue to their attention today ( XX/XX/XXXX ) and was told that it was too late to dispute the non-credit of {$100.00}, because it applied to XX/XX/XXXX. I engaged in a lengthy chat ( see attached transcript ), with this line being the last they sent on the matter : " Since XX/XX/XXXX has been over, we would not get an option to do that. That's a reason we would not be able to do it ''. This seems extraordinary. According to their policy, a card member could incur charges on XX/XX/XXXX, not receive the credit, then be told, " sorry, it's too late - the year has ended ''.
Company Response: Closed with explanation

Timely Response

2018-04-13

Hidden Valley, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with non-monetary relief

Timely Response