AMERICAN EXPRESS COMPANY

2018-04-13

Santa Clara, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with non-monetary relief

Timely Response

2018-04-13

Poolesville, MD

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: On numerous occasions I have submitted billing disputes regarding a {$250.00} hotel charge in XXXX. The hotel was moldy and unclean. The pool was dangerous and unsupervised - a girl nearly drowned resulting in pool closure during most of our stay - and the staff incompetent. We complained fastidiously and were assured by the XXXX that the room would be refunded. Nevertheless, no refund took place. I raised numerous disputes with Amex to no avail. They refuse to issue a refund without explanation.
Company Response: Closed with explanation

Timely Response

2018-04-13

Poolesville, MD

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: On approximately five occasion I have opened up billing disputes with Amex regarding a {$110.00} charge that was mistakenly applied to my account. The charge originates from XXXX and XXXX XXXX XXXX. I did not make the reservation. I did not stay at the hotel. I should not have been billed. Amex refuses to refund my money without explanation.
Company Response: Closed with monetary relief

Timely Response

2018-04-13

Houston, TX

Other features, terms, or problems

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

Other problem
Complaint: American Express has inappropriately mishandled numerous charges and credits on two of my accounts. One account is enrolled in Pay Over Time, " POT '' and the other card I had setup a " Plan It '' for one single charge. POT Problem : American Express and their customers and representatives have failed to resolve my dispute with them since XX/XX/XXXX. I made a few charges that had been applied to my Pay in Full portion of my account and when I returned the items contained in those charges, they inappropriately credited my POT portion of the account for those items returned that were charged to my Pay In Full portion. After speaking to 20+ representatives trying to resolve about 3-4 charge/credits ; somehow, and without my consent or knowledge, they moved numerous charges and credits ( including ones I was not even inquiring about ) from my Pay In Full to my Pay Over Time portion, applied payments to POT rather than my PIF balance, completely mishandled and illegally moved charges and credits that I since XX/XX/XXXX, I can not tell what is an original charge/credit, what portion balance the charge/credit appears in, and have no clue what some of the changes they've made to these charges/credits are for or if they have incorrectly added charges while trying to resolve a simple dispute/inquiry. I have submitted my claim/complaint to their legal department and have not heard back from them which my certified return receipt shows they received my complaint and request for arbitration ( per their contract ) inXX/XX/XXXX. In XX/XX/XXXX, a representative FINALLY got back to me but he is not in their legal department and is in their account review department and responded to my 2nd or 3rd request for them to completely review my account and to provide me with a detailed list explaining what charges/credits they moved, why they moved them, what charges are currently on my POT portion that I am incurring interest for and to date, he has yet been able to rectify or even understand himself, why these representatives moved these charges and credits and where they originated from. Amex has yet to close my accounts and reverse the membership yearly charge which I am entitled to since my request was made within the 30 day period ( per their contract ) which I requested in several letters to them including the claim/notice letter I sent in XX/XX/XXXX. This account is a complete mess and even Amex has admitted that they can not figure out what the representatives did or why they inappropriately moved around charges and credits that should have just cancelled each other out since they charges and credits were for same transactions. Regarding the other account - " Plan It '' Again, I made a purchase and setup a " plan it '' with Amex that included three monthly payments for my total charge. I returned 75 % of the items in that charge which resulted in a credit to my account ; however, Amex did not apply that credit towards the original transaction and again, inappropriately and illegally applied that credit to a different balance on my card. In summary, XXXX has and continues to illegally and inappropriately apply credits of returned merchandise to incorrect balances and NOT to the original charge transaction which causes the person, like myself, to be paying interest on charges that have since been returned and should have, in so many word, cancelled each other out. XXXX should not be allowed to continue to operate like this as this violates so many laws and being a paralegal myself, I have tried resolving this with XXXX reps, agents, legal and to date, it has been 6 months and not only has it not been resolved, they continue to move more charges and credits around and I can not make any sense out of my statements, charges, credits, amount due anymore and need assistance with this.
Company Response: Closed with monetary relief

Timely Response

2018-04-13

Saint Paul, MN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with monetary relief

Timely Response

2018-04-13

Brooklyn, NY

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-04-13

Three Bridges, NJ

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: Open an American Express XXXX co-branding credit card last XXXX since it promised XXXX miles opening bonus when meets {$2000.00} spending requirement. Unfortunately i never received account opening bonus even i met the spending requirement. I have been talking to American Express customer service in the past several months and the issue still could not be resolved.
Company Response: Closed with monetary relief

Timely Response

2018-04-13

Bellaire, TX

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: XX/XX/XXXX - signed up for pay over time ( SCAM ) Nothing was sent to us regarding the terms and conditions XX/XX/XXXX we got a bill for {$1800.00} I requested to speak to XXXX XXXX from day one to explain the pay over time feature. Spoke to many representatives that gave our misleading information. XX/XX/XXXX still no resolution, they prolonged the account to go past 60 days due. They stopped all terms of communication and no resolution reached.
Company Response: Closed with explanation

Timely Response

2018-04-12

Saint Cloud, FL

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2018-04-12

Flushing, NY

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2018-04-12

Port O Connor, TX

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

2018-04-12

Atl, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-04-11

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
Company Response: Closed with non-monetary relief

Timely Response

2018-04-11

San Francisco, CA

Fees or interest

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

Problem with fees
Complaint: This is a complaint against American Express company regard {$200.00} credited on my statement on XX/XX/XXXX, and then reversed the same amount a month later on XX/XX/XXXX. I opened my American Express Gold Premium Rewards on XX/XX/XXXX, with no fee to pay for the first year. The renewal arrived on XX/XX/XXXX. Here what happened : On XX/XX/XXXX, American Express credited my card with {$200.00}. The item on my statement says it was for " product anniversary. '' Not sure what product anniversary means, I contacted American Express customer service to ask why they credited {$200.00} on my account. I thought it was fair to check that it was not a mistake from them before going and spend the money. I used the customer service chat system on American Express website, and I chatted with a representative, who confirmed that the {$200.00} were a " product anniversary. '' So, that money is for me after all. I interpreted this {$200.00} as a comp of the comings annual fee for the second year. Some marketing strategy to keep me on board for one more year. In fact, a month later, on XX/XX/XXXX, the yearly renewal membership fee of {$190.00} is charged. I need to add that during XX/XX/XXXX, I was still considering if keep my American Express for the second year or to leave it. Obviously, receiving the {$200.00} made up my mind, and I kept my AmEx for one more year since the annual renewal membership fee was waived by the {$200.00}. Unfortunately, on XX/XX/XXXX, American Express decided to reverse the {$200.00}, showing this in my statement : " statement credit reversal. '' I immediately contacted the customer service through the chat system. I got just confusing information about an alleged mistake when they credited the {$200.00}, which is in contrast with what the first representative, a month before, told me when I tried to understand why I was receiving the {$200.00} in the first place. Not satisfied with the chat representative, a few days later I called American Express call center to have better information regarding the credit reversal. This time the representative after having heard my story concluded that I would have received the {$200.00} back, and apologized. Weeks went on, and I didn't see any {$200.00} back in my statement. During XX/XX/XXXX I called American Express again. This time the representative transfer the call to his advisor. He made clear, and sometime during the conversation, in rude and aggressive tone, that I was not going to receive the {$200.00} back. In conclusion, I think that the situation seems to be almost fraudulent. I receive a bonus of {$200.00} from American Express, a month before my renewal deadline. Because of that, I decide to renew for the second year paying {$190.00}, using the {$200.00} they gave me. And just a few days after the renewal they take the {$200.00} back, claiming that was a simple mistake. Something is wrong.
Company Response: Closed with monetary relief

Timely Response

2018-04-11

Springfield, MO

Communication tactics

Debt collection: Credit card debt

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

Timely Response

2018-04-11

Oxford, GA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: American Express bluebird is making this hard on me, the seller never shipped the items and told me it would be delivered XX/XX/2018 at his word. He never sent me the tracking number. I do not get this solved or my money back, I mean it is only {$30.00} and I have always been a loyal consumer and this was my first dispute. It was never delivered I do not have any delivered date except for a screenshot of him saying it would XX/XX/2018 at his word. I have bills that need to be paid soon so I need this solved soon and get a credit added to my account. I sent documentation after documentation and they are taking forever to get this fixed. My other bank that did only took 7 business to get fixed. I love the service, but I just need the {$30.00} credited to my account and get this resolved. It has been 22 days including business days and nothing after I submit good proof to get this resolve fast.
Company Response: Closed with explanation

Timely Response

2018-04-11

Danbury, CT

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
Company Response: Closed with explanation

Timely Response

2018-04-11

Warrenton, VA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: OnXX/XX/XXXXI spoke with American Express about the debt in question. I let them know I was going through financial hardship and wanted to setup a payment plan. I was told about the details of the payment plan and the amount necessary to begin it. I did not have the full amount of money available at that time, and told them I would contact them no later than XX/XX/XXXX to setup the payment. They told me that was fine and that the looked forward to hearing back from me. Next, I received a phone call on MondayXX/XX/XXXX from XXXX who said she was representing XXXX at XXXX telling me that she was contacting me about a debt and to call her back at ext. XXXX. On WednesdayXX/XX/XXXX my brother called me informing me that someone from XXXX called him about me. I did not have time within those 48 hours to contact them back and did so today. I asked to speak directly to XXXX who spoke to me originally and was told she was unavailable. At that point, I asked to speak to a supervisor and XXXX XXXX ( sp ) came on the phone. I informed XXXX about my contact with American Express regarding the payment plan to which he told me that was past the due date. Additionally, I requested that XXXX no longer contact family members about this debt since they had my direct contact information. He asked for the phone number I wanted not to be called to which I did not want to disclose. At that point, he asked for the number best to reach me while cutting me off on the phone. When I requested that he be respectful to me as I was to him, his response was to tell me to call them back when I'd like to speak about the debt. I did not have time to give him my phone number as he continued to cut me off. At this point in time, I asked to speak to his manager. He forwarded me to someone's voicemail. Additionally, I asked for him to send me a validation of the debt in writing. He did not acknowledge this request.I do not know if this debt is valid and could not get them to agree to cease contacting family members when they had valid contact information for me. I do have a recording of this conversation and let XXXX know before starting the conversation that he was being recorded.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-11

Santa Ysabel, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have an American express serve account. They have freeze my ability to load funds online without prior notification and explanation. I am reloading with my own checking account and I am not doing anything against the card member agreement. It's a violation of them to do so. I hope that they can give me an explanation and recover my ability to load funds.
Company Response: Closed with explanation

Timely Response

2018-04-11

Hornell, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: 1. I paid {$270.00} for seat selection on XXXX XXXX. However, I did not receive {$200.00} reimbursement benefit as shown on my card. 2. I have spent {$5000.00} within 2 months after subtracting all refunds and annual fee. But I XXXX took my signup bonus away without any reason.
Company Response: Closed with explanation

Timely Response

2018-04-11

Houston, TX

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-04-11

Lowell, AR

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 signed up for an American Express Gold Business credit card, because of an offer to me of XXXX " Membership Rewards '' points upon spending {$5000.00} within 3 months. While I was making spending on the account, a transaction of {$4700.00} was placedpayment to my music managerand then refunded in a single day, placed in the morning and refunded in the afternoon due to technical issues with the card processing company, and I resumed spending as normal, while trying to sort out that issue. Meanwhile, I received an accusatory email from American Express, stating I was " gaming '' the system, and my points were being taken away. I was very confused, as there couldn't be any points yet as far as I knew, because I was still in the first month of owning the card and hadn't even had a statement close yet. When I spoke with a representative of American Expressthis was in mid-XX/XX/XXXXI learned that American Express had, upon seeing the {$4700.00}, immediately, without my knowledge, posted the welcome offer of XXXX points to my account, and then when the charge was reversed several hours later, American Express rightfully took the bonus back, because of course I hadn't officially reached the {$5000.00} spending. I agreed with the representative and explained that firstly, I hadn't anticipated receiving any welcome bonus for some time, let alone within hours of making a charge, and secondly, I was a little flustered at being falsely accused of " cheating, '' when it was not my fault that American Express had so quickly posted a welcome bonus without even allowing the transaction to complete, and then reversed it. Now, it has been two months since that time, and I reached the spending threshold of {$5000.00} ( and then some ) one month ago, paid off all my spending, and the statement has closed, and no membership rewards points are even showing as pending on the account, let alone have posted. Whereas last time the bonus was posted within hours of reaching the threshold, against my knowledge, now that I have officially met their spending requirements, it has been over a month and there is no sign of them posting any time soon. I had signed up for this card because of the perks but largely because of the signup bonus American Express promised! This is fraudulent of American Express, and I accuse THEM of abuse for leading me into spending so much, and giving American Express so much in transaction fees, and then withholding the very bonus that was their side of the bargain. I have spoken to representatives of American Express on three more occasions now, twice today, XX/XX/XXXX, and once a week ago, and I have been told conflicting things every time. I have been told that there is nothing to be done, and that I simply have to wait ; then another representative told me that that previous representative was wrong, that an investigation has to be done, because the points will never be rewarded since American Express deemed I was " abusing '' the system by returning the {$4700.00} transaction two months ago. I would like to speak on the phone with this " Abuse '' team that has been vaguely mentioned, an elusive power within American Express that has of yet not contacted me, or inquired, or asked ANY questions about this situation, yet made very harmful decisions without facts, and I would like for them to explain themselves very clearly, and listen very carefully, so that this ridiculous, blown-out-of-proportion affair can be resolved without further escalation. Thank you. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-11

Pico Rivera, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with monetary relief

Timely Response

2018-04-11

Clinchco, VA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-04-11

Medford, OR

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: I last used my American Express Serve Card on XX/XX/XXXX when I received a refund from XXXX. I did not know that American Express Serve made my Social Security XXXX Deposit early because I just started receiving my SSI payments on the card in XX/XX/XXXX. Therefore, knowing I did not have a balance on my card I didn't check my account because I had no reason to until XX/XX/XXXX when I knew my SSI payment would have been deposited so I could pay my bills. I only get {$500.00} per month it isn't much to live on. When I went to check the balance my transaction summary showed that a government deposit was made on XX/XX/XXXX in the amount of {$500.00}. There were numerous transactions made on the card for the week of XX/XX/XXXX that I did not make. I was shocked. Actually I cried because I freaked out. I called American Express Serve and spoke with their investigating fraud department and asked how is it possible for this to happen when I have the card and I did not give anyone permission to use it. The person I spoke with kept referring to my deposit as a tax refund deposit and I kept telling him no it is SSI deposit. He asked me how is it possible for charges to be made on my card if it was in my possession? I told him I don't know that's what I would like to know! He stated that " the card was used in your area and their were withdrawals made from atm 's ''. I said, " okay '', so tell me how is that possible? How is that possible? I have used the card online. I have no idea how theives do what they do I don't know who works for this company or what. He told me they would investigate the claim. I asked him if I was the only one that had this complaint or were there other people having the same problem with their accounts? He said there were other people having the same problem. I asked how many alot or a little? He said a lot. I said any that live in my area? He said yes. Then he said it would take ten days for them to make their decision and the probability would be that my claim would be denied. I was like what? You lose my my SSI payment and your not going to pay me back? I asked if they are FDIC insured because I know that they are and he said he didn't know. Great! I was so upset I hung up. To date I have not received my new card and I have heard nothing back nor have I received my SSI money that was stolen off my account. I have no clue how it was done. I need my money to survive and I barely can do that. Please help me?
Company Response: Closed with explanation

Timely Response