AMERICAN EXPRESS COMPANY

2018-04-03

Madison, WI

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Company Response: Closed with explanation

Timely Response

2018-04-03

Jacksonville, FL

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

2018-04-03

Algonquin, IL

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

2018-04-03

Rochester, 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 received the American Express Delta Platinum card with a XXXX miles bonus if I were to spend {$3000.00} in the first 3 months. I completed my spending threshold in XX/XX/2017 -well within the 3 months since opening my card. I have contacted American Express at least 4 times via chat ( since the phone number is not an option online ) and have been told repeatedly that my case required escalation and assured me that it would be resolved promptly and to check back in a week. This has been ongoing since XX/XX/XXXX and I keep getting the same run around when I ask for a status. My miles were to be awarded within 6-8 weeks and I have given them ample opportunity to rectify this. My biggest issue with this is that I counted on these bonus miles to book a trip that I now have to pay for out of pocket so this is a huge cost to me. I feel that American Express is unwilling to resolve this issue and feel that they used false advertisement of bonus miles to get me to open an account and use my card with them.
Company Response: Closed with explanation

Timely Response

2018-04-03

Baltimore, 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
Company Response: Closed with explanation

Timely Response

2018-04-03

Itasca, IL

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: In mid XX/XX/XXXX, I noticed a promotion from American Express for a new credit card called the AMEX XXXX XXXX XXXX XXXX. The promo was for AMEX to give XXXX XXXX XXXX points for making purchases for making {$3000.00} in purchases using the AMEX XXXX XXXX XXXX XXXX. I received the card an made over {$3000.00} in purchases by XX/XX/XXXX. I made a phone call to the AMEX Cust Service line XXXX on XX/XX/XXXX at XXXX and talked with " XXXX '' and was advised by XXXX that I was " completely eligible '' for the bonus and the bonus will be displayed on the next AMEX statement. XXXX confirmed that I had not had this credit card before so I was eligible for the bonus. American Express started this new card in mid XX/XX/XXXX. I received in the mail the American Express statement for the period ending XX/XX/XXXX. I thought the bonus would be displayed on this statement as XXXX stated in our XX/XX/XXXX phone call. It was not on the statement so I phone called on XX/XX/XXXX at XXXX. A customer service person named XXXX said I met the requirements for the bonus and she was putting my inquiry onto my account. XXXX affirmed that I had earned the XXXX XXXX XXXX point bonus into my file. On XX/XX/XXXX I contacted by phone American Express customer service. The Cust Service person named XXXX advised me that the bonus should be posted XX/XX/XXXX. XX/XX/XXXX passed by and no posting of the bonus points. So I called again to American Express customer service and talked on XX/XX/XXXX at XXXX with XXXX . XXXX advised that the bonus points will posted 6 to 8 weeks after I have earned the bonus. I had earned the bonus on XX/XX/XXXX when my total purchases exceeded {$3000.00} on that date. XXXX confirmed that my account had the American Express " Welcome Back '' bonus offer linked to my account. On XX/XX/XXXX XXXX. I called AMEX Cust Service and got XXXX.. She confirmed my earning of bonus on XX/XX/XXXX but did not know why the bonus was not posted. She put me on hold and did some research. She advised me that I had received this bonus before with a prior AMEX credit card. I asked her to start a complaint and was given a reference # XXXX. Was advised that the resolution process will take 6-8 weeks. I advised XXXX to place into the complaint my phone call on XX/XX/XXXX with XXXX.
Company Response: Closed with explanation

Timely Response

2018-04-03

Houston, TX

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
Complaint: I am a victim of identity theft. Several years ago my office was broken into and several ID documents were stolen. I filed a police report and have attached it to this complaint. My credit file was accessed without my knowledge or approval online without me being physically present and showing an ID. I did not authorize the credit inquiry on the following dates from the following creditor : American Express XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-04-03

Chicago, IL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-04-03

Vista Lago, PR

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2018-04-03

Naperville, IL

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

2018-04-03

North Prosser, WA

Closing your account

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

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

Timely Response

2018-04-03

Indianapolis, IN

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: I received my tax refund on a American express Card.thuough XXXX XXXX.On XX/XX/2018 the day I was suppose to leave for my vacation.I swiped my card to purchase a rental car.The Merchant declined my card.So I checked my balance to find out there wasn't any transaction but the card holder took XXXX off of my card for a transaction that didn't even take place I called over a dozen times including a conference call with the merchant and the card holder American express to get a understanding to why was it even taken off. if there wasn't a purchase.American express says there's nothing the can do.but wait 30 days for them to deposit it back to my account.where is the cusumer right in this I did not authorize American express to take anything.My vacation to XXXX was ruined.this can't be justifiable.
Company Response: Closed with explanation

Timely Response

2018-04-02

Savannah, GA

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 applied for an American Express XXXX card about a year ago, and there was a sign up bonus of XXXX points for spending certain amount. I met the spend requirement, but never received the bonus points. I reached out to Amex at least 5 times, and spoke to multiple managers. Over the phone I was given several different version of story, but all of them told me that I will get the points soon, and it was either computer system glitch that they will fix soon, or no thing to worry about, the points will be credited to my account in the next few weeks. That is why I wait and wait for months after months, but still no points.
Company Response: Closed with explanation

Timely Response

2018-04-02

Georgetown, KY

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2018-04-02

Great Neck, NY

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2018-04-02

Glendale, AZ

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
Complaint: I noticed that on XX/XX/2018 a hard inquiry was made to amex which I do not recognize at all. I am in the process of trying to improve my credit score and pay off account balances to purchase a home in the future. An amex card is one that I am not even ready to try and apply for. As this is hurting my score just a little bit I would like it removed from XXXX and any other credit bureau that it may appear on please.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-02

Naples, FL

Other features, terms, or problems

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

Problem with customer service
Complaint: Inadequate response to CFPB # XXXX GC XXXX The reply to my compaint from American Express says that they are unable to locate my payments. This is inadequate. The funds were transfered from XXXX XXXX on XX/XX/XXXX ( {$140.00} ) and XX/XX/XXXX ( {$300.00} ). XXXX XXXX verified that Amex received the funds. Just because they can not find it does not mean that they did an adequate investigation. Their response was ; Sorry, we lost your money, you loose!! I have been an Amex customer on and off since 1973. I made 4 phone contacts on this and they say I am correct and that it will be resolved and nothing happens. No followup, nothing. Frankly these people can not be belived.They received the money. Where did it go?. Send me back my {$300.00}
Company Response: Closed with monetary relief

Timely Response

2018-04-02

Great Neck, NY

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2018-04-02

Washington, DC

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 non-monetary relief

Timely Response

2018-04-02

Mercer Island, WA

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 explanation

Timely Response

2018-04-01

Lewisville, 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: I applied on-line and received an AMEX card that was advertising zero interest for 15-months on a credit card. I was granted the line of credit on XX/XX/XXXX and then immediately submitted a credit card balance transfer to pay a loan off. On XX/XX/XXXX, I clearly was advised by telephone that it was against AMEX 's policy to transfer a credit card balance to a loan. waited a week, and chatted on line about the submitted transfer, as I had a promotional expiring on the loan on XX/XX/XXXX. I was informed to contact AMEX Balance Transfer team, which I did the following day. I was advised after getting the card that my balance transfer would be declined, as I could only be approved for a credit card balance transfer, and AMEX 's policy was that you could not transfer a balance from a loan to an AMEX card. I advised the customer service agent on the phone to refer to card terms that noted that loans were not part of the transfer balance promotion. I was advised to check my terms, which I did not receive the terms until I received the card. At that point, I asked for my card to be cancelled on XX/XX/XXXX. I received a letter in the mail after several conversations with other customer service representative, and never having the opportunity to speak to a manager, that the balance transfer had occurred and an electronic transfer was sent to the loan that I had already paid off via a loan that did have interest that I originally sought out after AMEX advised me over and over that the balance transfer would not occur. The letter was dated on XX/XX/XXXX and signed by a XXXX XXXX, VP Global New Accounts. Immediately upon receipt of the letter, I called customer service, and asked how a transfer balance could occur on a cancelled card. I was advised that the credit card balance transfer was separate from the loan transaction. I had a hour discussion with a alleged supervisor at AMEX, who continued to tell me I needed to read the agreement, and that they could not stop or revoke the electronic balance transfer to pay the loan. The balance transfer was received by the loan company on XX/XX/XXXX. As a result, I was forced into paying interest on a loan, and the loan was paid-off by both the loan and AMEX entity. I believe that this needs to be investigated, due to the fact that the credit card was cancelled out and somehow the balance transfer still occurred while the card was cancelled and against the alleged violation of AMEX 's on card transfer terms ( no card transfers apply to closed out cards ). I am also, asking for the amount of interest I will be paying for the loan, due to AMEX noting numerous times the transaction would not occur. I am also requesting that the dates of cancellation and the date of the balance transfer be investigated, as I am under the impression that AMEX fraudulently applied charges on a cancelled card and without my permission against their own terms.
Company Response: Closed with explanation

Timely Response

2018-04-01

Centerville, GA

Communication tactics

Debt collection: Credit card debt

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

Timely Response

2018-03-31

Schooleys Mountain, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: on XX/XX/XXXX there were unauthorized charges on my American Express serve card, upon noticing these charges I immediately called to have the card shut off and dispute the transactions. After a few weeks without a response and after calling to inquire many times, on XX/XX/XXXX I filed a complaint with the CFPB. In retaliation for my complaint on XX/XX/XXXX American Express denied my dispute. They gave no reason to deny my dispute other than in response to my complaint. This is entirely the fault of American Express because they haven't chip enabled their cards so my number was stolen.
Company Response: Closed with explanation

Timely Response

2018-03-30

La Quinta, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-03-30

IL

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: American Express has a promotion ads on their website as " Refer-a-friend to the XXXX XXXX business card and get a bonus XXXX XXXX points ''. On XX/XX/XXXX I used their link to send out an invitation to one of my friend. And he used the link in the invitation email to apply the card and got approved the same day. So far I have not received any bonus points. I did multiple times of online chat with American Express. So far I have not results yet. On XX/XX/XXXX, the first agent collected all required information and opened an inquiry case for me and said " The standard time frame is 6-8 weeks, however it may be resolved sooner than that. '' On XX/XX/XXXX, the second agent said it is not 8 weeks yet, please wait. On XX/XX/XXXX, the third agent told me the max time is 8-12 weeks and please contact us after XX/XX/XXXX and we will let you know the status. On XX/XX/XXXX, the fourth agent told me the investigating is still on, please keep waiting. On XX/XX/XXXX, the fifth agent told me " I see the case is open, I am forwarding the case to be resolved and you will see the outcome in next 7 business days. '' On XX/XX/XXXX, the sixth agent told me " I can ask the supervisor to send an email again to the team to have the status checked an notified through a call however we are already working with the team to have the status shared with you '' After many months waiting and chatting with 6 agents, I still have no idea what is happening. All I got from American Express is " Please wait '', and it is way over their " Max time frame ''.
Company Response: Closed with explanation

Timely Response