AMERICAN EXPRESS COMPANY

2018-04-10

Diamond Bar, CA

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-04-10

Dedham, MA

Incorrect information on your report

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

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

Timely Response

2018-04-10

Coral Springs, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-04-10

Stamford, CT

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-04-10

Billerica, MA

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Complaint: On about XX/XX/XXXX and XX/XX/XXXX, monies were electronically sent to American Express Company ( AMEX ) by XXXX XXXX XXXX. These monies were sent back to be applied against a personal loan I had taken with AMEX. There were two separate transfers made : {$350.00} on XX/XX/XXXX - Reference Trace Number : XXXX {$10000.00} on XX/XX/XXXX - Reference Trace Number : XXXX AMEX has verbally acknowledged receipt of these funds and has been agreeing to credit any interest that may be accruing for the amount of the funds returned i.e. they don't want me to be responsible for paying interest on funds that have been returned and received by them. While this is being done, they still have not applied the returned monies to my outstanding loan balance. This is placing a burden upon me as I still do not have use of the funds as originally intended ; I can not apply for a new loan until this loan has been paid off AND it is restricting my access to money from others as this is showing as an outstanding loan of {$15000.00} +/- on my credit report, adversely affecting my credit score. I have spoken to a XXXX ( Employee Badge # XXXX and XXXX both " supervisors '' in their personal loan department several times to no avail. While they have been polite and have acknowledged the frustration surrounding this matter, both on their part and mine. They seem to be struggling to get answers on their end! I just spoke to XXXX again yesterday AND once again informed me that he is still waiting for another department within AMEX to " manually apply '' these funds against the balance on my account. He once again shared his frustration over the fact that this still had not been done despite my repeated called and entreaties to him and AMEX. He has told me that he has elevated this matter in terms of importance BUT still no resolution. I am unable to speak to anyone else within AMEX to obtain a resolution. I would like the returned funds totaling {$11000.00} to be applied to my account ASAP! Thank you, XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-04-09

Philadelphia, PA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX, I received an email saying that if I add an authorized user to my American Express SPG personal credit card and spend {$1000.00} within 3 months of account opening, I will receive XXXX SPG points. I can add up to 4 authorized users. So I added 4 authorized users to my account. Then I received emails from AMEX suggesting I have to register my authorized user 's date of birth and ID information by a certain deadline or the authorized user 's card will be canceled. So I added my authorized user 's personal info before the deadline. However, 3 of my authorized users ' cards are still canceled at the beginning of XX/XX/XXXX. I called AMEX. The representative told me that the cards were canceled because of their system 's glitch and she was able to re-activate those cards. While 2 of my authorized user 's award points are still pending, she started a case in their system to initiate an investigation for the points. She told me if I met the spending requirement, they would give me the bonus points within 2 months. On early XX/XX/XXXX, I called Amex as it has been more than 2 months since they initiated the investigation. The representative told me they still haven't drawn any conclusion about the investigation and it's better to wait. So I waited one more month and called back in early XX/XX/XXXX. I was first told that still they haven't drawn any conclusions yet. Then I told the representative that the case has been too long, they should have conclusions. She then checked the case one more time and said I can't get the bonus as my authorized users haven't met the spending requirement ( one of the user was ~880 usd spending and the orther was ~900 usd soending ). I'm pretty sure my authorized users spent way more than the required amount within 3 months of account opening. I asked if I could be transfered to the supervisor to appeal about the case. I was refused to be transfered and she said I can only appeal through her and they will give me the result within another 2 months, or if I don't want to wait, she can give me XXXX points instead of XXXX points to close the case. I was really mad and I said I will submit a compaint in Amex system and I hope her supervisor could call me. The representative then said no one will call me, my only 2 options would still be XXXX points or another 2 months of waiting. I then said I would close my account as this experience was sooo disappointing. She then said she can give me XXXX points and her supervisor will call me. When I hanged up my phone and got the change to check my authorized users ' bill. I found definitely they made a big mistake during their internal investigation as they only checked the bill within 1 month of account opening. The number of my authorized users ' spending they reported to me perfectly matched only the first statement. The term should be 3 months after account approval. And the most disappointing thing is until now, early XX/XX/XXXX, I didn't receive any call from their supervisor to say a verbal sorry and explain the situation to me as the representative promised me online, nor did I received the bonus points. Actually, until now, I didn't receive any verbal sorry from any of the representatives. I paid the annual fee to get the best service, not to ruin my mood!
Company Response: Closed with explanation

Timely Response

2018-04-09

Nolensville, TN

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: My ex opened several credit cards and bank accounts in my name without my permission. American express being one of them. I had filed a previous claim and XXXX took action on a card not reflected in my complaint. They took action on a card ending in XXXX. The complaint was filed on card number found in the ftc complaint attached here and the prior complaint. My ex used many of my bank accounts that he had hacked into to pay these fraudulently opened cards. XXXX being the primary one, which I have also filed a complaint on.
Company Response: Closed with explanation

Timely Response

2018-04-09

Albuquerque, NM

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

2018-04-09

Houston, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX 's client XXXX XXXX is an identity theft victim. His information was used to apply for several credit cards without his consent. An application was submitted to American Express ; while the application was declined and no account established, the fraudulent related inquiry was made into his XXXX credit report. An official dispute of this application and inquiry was sent to American Express XX/XX/2018 however as of this date American Express has failed to reply which is a violation of federal consumer law.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-08

Fort Worth, TX

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

2018-04-08

Sherman Oaks, CA

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

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

Was not notified of investigation status or results
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

2018-04-08

PA

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: Following are three disputes I have filed with American Express over a service I did not receive. They kept finding in the merchants favor and I would reopen the dispute. After three attempts, Amex 's last decision was that even though the Hotel that I reserved ( XXXX XXXX XXXX dates XX/XX/XXXX - XX/XX/XXXX Itinerary # XXXX, through XXXX ) did not provide me access to my room that the fee is nonrefundable. I provided letters and call logs showing the hotel had a problem where the keys did not work. After 6 times of being locked out and locked between floors within hours of arrival, and rude management who did not care or attempt to fix it, I had no choice but to check out and find other accommodations. I was charged for lodging and the hotel did not provide it. I spent hours in the garage and in the hallway and did not feel safe and that is not what I contracted to purchase. I could not get into the room. Amex is still requiring me to pay for the room. Inquiry Ref. No. : XXXX Establishment Name : XXXX XXXX Inquiry Amount : {$920.00} Inquiry Receipt Date : XX/XX/XXXX Inquiry Reason : Ticket/Merchandise not received Resolution Date : XX/XX/XXXX Inquiry Ref. No. : XXXX Establishment Name : XXXX XXXX Inquiry Amount : {$920.00} Inquiry Receipt Date : XX/XX/XXXX Inquiry Reason : Not available online Resolution Date : XX/XX/XXXX Inquiry Ref. No. : XXXX Establishment Name : XXXX XXXX Inquiry Amount : {$920.00} Inquiry Receipt Date : XX/XX/XXXX Inquiry Reason : Cancelled Resolution Date : XX/XX/XXXX My cell is XXXX. Thank you. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-08

Jupiter, FL

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief

Timely Response

2018-04-08

Clearwater, FL

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

2018-04-07

Alpharetta, GA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with explanation

Timely Response

2018-04-07

Newnan, GA

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
Company Response: Closed with explanation

Timely Response

2018-04-07

Mc Farland, WI

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Closed with explanation

Timely Response

2018-04-07

Centerville, GA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2018-04-07

Cypress, TX

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-04-06

Greer, SC

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: I purchased an item via XXXX and paid through XXXX which is linked and paid via my American Express card. I received an item that was fake - counterfeit. I opened a dispute with American Express. Simultaneously I alerted XXXX that the item was counterfeit. XXXX sent me a prepaid label to send the item back and assured I would be issued a refund. American Express assured I would be issued a refund also when I sent the item back. I sent the item, confirmed it was received back and was told a refund would be issued XX/XX/18. Two days later, I was told by XXXX they can not issue a refund because American Express is handling the issue. I have spent countless hours trying to followup with American Express including their Executive Relations area and continue to be told the case is on hold, they haven't heard back from XXXX -- which is false as I confirmed XXXX followed up with them. I have sent them proof the item has been returned back, and they are still not issuing the refund of {$510.00}. It has now been well over 6 weeks with no resolution.
Company Response: Closed with explanation

Timely Response

2018-04-06

Maynard, MA

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

2018-04-06

N Haven, CT

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX, I was unable to transfer American express membership rewards to an authorized user. A customer representative told me that it was because my account has been under review. She also added that the review could take 6-8 weeks. I am really frustrated by this response. Hope that the accompany will resolve this problem as soon as possible.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-06

Phila, PA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-04-06

Foothill Ranch, CA

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 approved for the American Express XXXX XXXX card on XX/XX/XXXX. The sign up offer was XXXX XXXX points if you spent {$3000.00} within 3 months. The {$3000.00} spending requirement was met as evidenced on my XX/XX/XXXX statement. I have yet to receive the XXXX XXXX points. I have contacted American Express on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The responses have all been similar - someone is reviewing the account, please check back in " x '' weeks. It has now been close to 6 months since I have met the minimum spending requirement and have yet to receive the sign up bonus or any explanation as to the delay.
Company Response: Closed with explanation

Timely Response

2018-04-06

Springfield, MO

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: Today XX/XX/XXXX a debt collector agency contacted my family members and told them for which company they worked, and how much was owed on my account. I am unsure all the details but they called my family in looking for me with a number I was given XXXX which said they were American Express and the amount they stated was actually above the balance owed.
Company Response: Closed with explanation

Timely Response