AMERICAN EXPRESS COMPANY

2018-03-30

Phila, PA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-03-29

NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I applied for an American express serve card, was approved, had my job direct deposit to it and was very happy with the card. Then one day when I tried to use it I couldn't. I called the company and they told me that my card has been suspended but that they where not allowed to tell me why. They always acknowledge that I have a balance of {$84.00}. and promise that they will send it to me but never do. I've called twenty times in two years to no avail.
Company Response: Closed with explanation

Timely Response

2018-03-29

IA

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 XX/XX/XXXX I signed up for the American Express Starwood primarily for the XXXX Starpoints offer if I spent {$3000.00} within 3 months. I had this card previously but reviewed the offer details and it did not indicate anything that would make me ineligible. We ( my wife and I ) began using the card and I checked the statement after we had spent the required amount in the required time but the bonus starpoints were not listed on the statement. I called American Express on XX/XX/XXXX and after explaining the situation and a few people researched I was told I was not eligible due to the pervious card I had ( which had received a bonus at some point around XX/XX/XXXXand had been closed in XX/XX/XXXX ) with the company. I stated that no such statements were in the offer ( though I did look at their current offer and it did have that verbiage as of XX/XX/XXXX ) and I had all my paperwork which i review again and no exclusions were listed. Below is my interactions with American Express since that time : XX/XX/XXXX - Filed a complaint ( conf # XXXX ) which would review the offer which could take 6-8 weeks but was told to call back in 4 weeks. XX/XX/XXXX - Called for an update was told to fax/upload my offer paperwork and agreement XX/XX/XXXX- Uploaded 18 pages agreement - offer details, agreements, supplements etc. XX/XX/XXXX- Called to confirm upload and was given new case id ( XXXX ) and was told to call back in a week for information XX/XX/XXXX- Called back and was told it will take 4-6 weeks to review XX/XX/XXXX - Called back was told still open and 'investigations ' take 6-8 weeks to review XX/XX/XXXX - Called back was told being worked on no update but would be emailed this month XX/XX/XXXX - Called back case still open but no definite timeframe to resolve but usually 2 billing cycles At this point i have no faith that anything is being done due to conflicting information on process, timeframes and resolution.
Company Response: Closed with explanation

Timely Response

2018-03-29

San Francisco, 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

Problem with personal statement of dispute
Complaint: I recently moved to California and was in the process of switching to a new Credit Card. I called to cancel my American Express Delta Gold Sky Miles Card and was under the impression it was canceled. However, it was not and there was still a XXXX $ balance on the statement that went unpaid for 60 days. This severely hurt my credit and since I had moved to a new address the mail had not reached me in time to pay this on time. I have now paid all debts and closed all American Express accounts. I have NEVER missed a credit card payment until now and as a result all of the " Big Three '' credit bureaus have lowered my credit score by 123 points which has not put me at a " fair '' rating. I view this as highly unfair and furthermore it makes the process of buying a house in my new city extremely more complex. I would like to understand what my options are to fix this since I have maintained a pristine credit report up until this time. Best, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-29

Chicago, IL

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2018-03-29

Itasca, IL

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 have a referral bonus of XXXX XXXX XXXX XXXX ( XXXX ) plus XXXX additional XXXX points awarded to my account. As of XX/XX/XXXX and after several attempts at contacting American Express to resolve and transfer points to XXXX, I am continually being given different issues about why they are unable to transfer. My last contact was thru online chat and twitter direct messaging @ AskAMEX on XX/XX/XXXX. There should be no issues with my account and these points should have been transferred in XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-03-29

Duluth, 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
Company Response: Closed with explanation

Timely Response

2018-03-29

Charlotte, NC

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX, I made a payment to American Express in the amount of {$3700.00} for my corporate American Express card via XXXX XXXX online Bill Pay. However, the payment never posted to my account. After months of calling both American Express and XXXX XXXX, as well as, 3 failed Dispute filings, Im writing to engage both companies more formally and enlist support from agencies whose purpose it is to help protect consumers like me. American Express has held thousands of my dollars for 3 months claiming that it has not received my payment despite the fact that I have provided proof showing that the money has been sent. I dont know where American Express put my payment, but I want my payment immediately credited to my account permanently. Ive provided the XXXX XXXX proof of payment to American Express several times in the past 3 months. Additionally, on or about XX/XX/XXXX, a call took place that included an American Express representative, a XXXX XXXX representative, and me. During this call, the XXXX XXXX representative provided to the American Express representative the full American Express account number to which the payment was sent. XXXX XXXX has been unwilling to share the number with me due to privacy issues. Unfortunately, that call was disconnected before the American Express representative confirmed that she had found and applied the credit appropriately to my account. Despite that call and my 2 other dispute filing, American Express has failed to properly credit my account. Please check the recorded phone records for the full American Express account number that XXXX XXXX provided as the account to which the payment was made. Please also look for accounts under my maiden name. American Express closed my CFPB complaint claiming they don't have enough information to find my money. That is not true. They just are not using their own systems ( recording ) or business relationship with XXXX XXXX to get it. I do not have the American Express account number where the payment was applied. I just know it was not my account. XXXX XXXX would not provide me the information due to privacy reason. However, XXXX XXXX provided that account number to American Express. American Express needs to listen to their recordings or ask XXXX XXXX for the account number. I've provided American Express the XXXX XXXX payment confirmation number, which is XXXX. That is all that XXXX XXXX needs to again find the American Express account number to which my payment was applied and give it to American Express.
Company Response: Closed with explanation

Timely Response

2018-03-29

VA

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
Complaint: I have been a member with American Express for over 4 years and always have had problems with them they never want to help you in the moment of need or waive fees for that same reason I closed two credit cards with them, but they cancelled my plenti credit card without my authorization or at least explaining why they did only stated because they will no longer offer Plenti rewards, and they are still charging interest and fees for an account that was cancelled by them. Please help this is unfair and at this moment I am unable to continue with the payments yet I do not want ruin my credit score.
Company Response: Closed with explanation

Timely Response

2018-03-29

Brooklyn, NY

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
Complaint: This XXXX Gold card was opened on XX/XX/XXXX ' i started to have financial hardships starting XX/XX/XXXX ' my account was closed onXX/XX/XXXX ' i had a close relative pass away and i was helping my family take care of bills etc ... So that started to put me behind on payments and with XXXX Gold you must clear of balances in full at the end of the month. I informed them of my hardships and they told me as long as i cleared of the balance they would not close or report my hardship i agreed and paid off the balance in the amount of $ XXXX and my card was closed and reported. I'm working on clearing up all negative marks because of my financial hardship at that time and i would truly appreciate if this could be taken off so i can have a clean start again. Please advise
Company Response: Closed with explanation

Timely Response

2018-03-29

Santa Ysabel, CA

Problem when making payments

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

Problem during payment process
Complaint: Hello - I had a XXXX XXXX XXXX XXXX Credit Card, That was on a auto pay plan. The account was transferred to with out my knowledge to American Express however the auto pay was not. I became aware of this today and I brought the account current. They are charging me late fees and a higher interest rate because of the late payment, I think this is unfair.
Company Response: Closed with explanation

Timely Response

2018-03-29

Dayton, OH

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

2018-03-28

MO

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: Last XX/XX/XXXX, I called American Express to inquire about the due date of my payment. The agent who answered my call told me that I was pre-approved to get a platinum card, gold card, a blue card and/or a green card. I told him that I already have a card and it might affect my credit report and credit score if I get another card. He informed me that I can get as any additional card from American Express without affecting my credit report, since " they are all in the same family '' ( these are his exact words ). I said, okay as long as it will not affect my credit report and credit score. The agent then applied 3 cards, gold, blue and green. While checking my inbox on my email, I got credit alert from XXXX on XX/XX/XXXX stating that American Express pulled my credit report and my credit score decreased by 2 points. Again, I received credit alerts on XX/XX/XXXX stating that American Express pulled my credit report from XXXX and XXXX. Another report was pulled from XXXX on XX/XX/XXXX and my credit score dropped by 9 points. A total of 4 credit reports were taken from the 3 credit bureaus ( 2 from XXXX and 1 report each from XXXX and XXXX ). How can American express do this? I called American Express right away to inform them about what happened to me. I was misled and made to believe that American Express would not do a hard inquiry on my credit report. I was deceived and tricked into agreeing to apply for additional credit cards. On XX/XX/XXXX and XXXX, XXXX, I received two letters from American Express stating that the 3 credit bureaus have been instructed to cancel the credit inquiry. XXXX removed the credit inquiry of American Express, while XXXX and XXXX still continues to have the credit inquiry of American Express in my credit report. I sent letters to XXXX, XXXX and American Express to remove and suppress the credit inquiry, but have been unsuccessful. American Express sent me another letter dated XX/XX/XXXX. It stated that they are unable to comply with my request to suppress the inquiry in my credit report. That, under the Fair Credit Reporting Act, they have permissible purpose to order and review my credit report when application was submitted. Again, I sent a letter to American Express including the conflicting letters I received from them. I feel cheated, taken advantage of and treated unfairly. I am asking for the Consumer Financial Protection Bureau 's help and intervention to solve my problem, since the hard inquiries have given a negative impact on my credit report. Thank you!
Company Response: Closed with non-monetary relief

Timely Response

2018-03-28

FL

Problem when making payments

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

Problem during payment process
Complaint: My credit card account at American Express was closed over a year ago. In error I made two electronic payments through my online XXXX banking account on XX/XX/XXXX in the amount of {$1000.00} and one on XX/XX/XXXX in the amount of {$2000.00} both of which were cashed by American Express ( Please refer to copies of bank statements ) which have not been returned to me. I have spent over eight hours with several different American Express account managers, none of which will help me to recover my money. The last supervisor I spoke with told me that they could not help me as my account had been closed and that I needed to contact XXXX card to open in investigation. I told him XXXX card had nothing to do with the money and that American Express is the responsible party. He ended the conversation with a sarcastic " Good luck to you. '' XXXX also opened a dispute, however American Express refused to speak with a Third Party. Another supervisor I spoke with on XX/XX/XXXX XXXX # XXXX indicated that this problem occurred previously with XXXX cards and XXXX and customer funds not being returned or applied appropriately.
Company Response: Closed with explanation

Timely Response

2018-03-28

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: On XX/XX/2017, I was advertised an offer by Amex on my user portal to upgrade my Premier Rewards Gold card to a Platinum card with a XXXX point bonus after spending {$5000.00} in the first three months. I was approved for the card and spent {$5000.00} in the first three months without receiving the bonus points. Thus, I called American Express in early XX/XX/2017 to inquire about the lack of points showing in my account. The sale representative put me on hold and then confirmed that I did meet the spending requirements for the bonus points. She escalated the issue to the marketing team to investigate. I called 6 times in XXXX and XXXX to check in and, eventually, the marketing team said that I was never targeted with the promotion which is fraudulent and untrue. The promotion is not a targeted promotion and a sales rep confirmed that anyone who applies online for this card is eligible for the promotion. I was scammed out of XXXX points with American Express when I met all of the guidelines to receive this general promotion. I continued to contact the company for months afterward with no resolution. The company misled me and representatives lied about why I didn't receive the points. Different sales representatives would give different excuses - eventually leading to completely ridiculous and invalid explanations. The offer is a general offer for anyone who applies online - an Amex representative confirmed this - there is no reason why I shouldn't have received the bonus offer.
Company Response: Closed with explanation

Timely Response

2018-03-28

Garrett Park, MD

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

2018-03-28

Saint Paul, MN

Trouble using the card

Credit card or prepaid card: Gift card

Trouble using the card to spend money in a store or online
Complaint: I was given a {$200.00} American Express Gift Card from my former employer a 3-4 years ago. The card is clearly marked on the front of the card with an expiration of XX/XX/XXXX ( XX/XX/XXXX ). The back of the card also clearly states " Funds do not expire ''. Went to use the card on XX/XX/XXXX and the store told me it had a XXXX balance. Didn't think I had used the card so I called the customer service phone number on the back XXXX to find out why it had no balance. Long story short - they told me it was a state/federal law that required them to XXXX the account one year from issuance. They told me they cold re-issue the {$200.00} balance - but they needed to talk to the person the card was issued to ( former employer HR department ). American Express contacted the HR assistant at my former employer and told her she needed to email them various pieces of personal information, i.e., DOB ... then they could re-issue the {$200.00} balance to the card. The HR assistant is not comfortable with sharing that information. Reached out to American Express a second time and tried to speak to a manager to try and get this issue resolved. Long story short I was transferred to their XXXX customer service department - which could not put me in touch with a manager. I was told there was no manager on site, I was not allowed to leave a message and my only option was to continue to call back and hope I caught a manager ... What the XXXX! American Express is stealing the {$200.00} and it's a complete travesty that they can clearly advertise an expiration date that's completely false. It's ridiculous what they are making me go through after I've spent thousands of dollars with their company. The card was issued in the state on MN and MN Gift Cards do not expire per a XX/XX/XXXX state law. I want my {$200.00} back!
Company Response: Closed with explanation

Timely Response

2018-03-28

Lewisville, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: The dispute is a American Express credit card payment Account Number Ending : XXXX back in XX/XX/2017. Originally the account number ended XXXX. 1 mistake i made is looking at the bill pay, it shows only XXXX as the full account number. I don't know if it is short for security or if i actually made a mistake and did not type the full number when i made the payment. As i said before, I sent a payment to AMEX but they did not apply the {$3000.00} payment to my account. I have been calling but can not find anyone who is willing to find why my payment was not applied. I have attached my Proof of Payment from XXXX, and all of my statements showing the electronic payment was completed and never kicked back so AMEX has the money somewhere but will not apply it to my account.
Company Response: Closed with explanation

Timely Response

2018-03-28

Saint Paul, MN

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

2018-03-27

Richmond, 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: NOTATION : This is a CHALLENGE and NOT A DISPUTE I am always CHECKING for TOTAL COMPLIANT & CERTIFIED COMPLIANT REPORTING that gives testimonial and irrefutable PROOF of the undeniable TRUTH, correctness, completion, timeliness, ownership of, responsibility of, and compliance and or else wise for any and all items accused, even any and all aspects of allegations. Per Federal reporting regulations and the MANDATED COMPLIANT Metro 2 format reporting standards of practice any and all items of adversary or derogatory nature must be certified as entirely true, accurate, complete, timely, of documented ownership, of undoubted responsibility, and documented testimonial certificate of compliance marking undeniable lawful standing of claim ( s ). Per law, any deficient of substantial and evident matters of fact ( s ) would be unethically reported and even illegally reported. My state and the federal laws alike agree that neither willful nor ignorant disregard is acceptable, so I demand here today, even RIGHT NOW, that the allegation in challenge be eradicated in full or else wise demonstrated in it's entirety to be compliant in every aspect of its reporting. To retain much less report otherwise would be a vile misrepresentation and done so in unlawful and injurious infraction of mandated compliance laws. The currently unfounded and even not certified true or correct misinformation of which is misreporting is attached to this complaint and must be deleted immediately, so please do so without delay. I have attempted to resolve the issue directly with the respective parties, however found that they were non-compliant as per the FCRA and CROA requirements
Company Response: Closed with explanation

Timely Response

2018-03-27

Hamilton Grange, 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: XX/XX/XXXX - I referred my girlfriend to a credit card : American Express XXXX XXXX XXXX. I was told that I would receive {$75.00} if she was approved for the card. She applied and was told that she would need to verify some information. Several weeks later she was approved and received her card. I was told through the American Express terms of service that it would take 8-12 weeks for the bonus to post to my account. I waited until XXXX for my bonus. It never posted. So I contacted American Express on XX/XX/XXXX. They told me that there was no record of me referring anyone. I opened an investigation with them. They asked for my girlfriend 's birthday and her name which I provided. I was told to wait one week. I waited one week and contacted them again through phone and chat. I was told to wait 2-3 weeks. I have contacted them 4x more times through phone and chat about this bonus. Each time I am told to wait 2-3 more weeks for them to finish the investigation. Additionally, I am told that they have " expedited '' this investigation. It has been four weeks since I last contacted them. I have gotten no email updates on the status of this investigation. And I know if I contact them again they will take me to wait 2-3 more weeks. This investigation was opened on XX/XX/XXXX. They state that it takes no more than 8 weeks for an investigation to end. It is now XX/XX/XXXX. I have received no bonus and no information on whether or not it will even post.
Company Response: Closed with explanation

Timely Response

2018-03-27

Brooklyn, NY

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: I am writing now in wish to gain your help. At the present time I am working on going over my credit, paying down my balances, and pursuing greater credit worthiness. You play an essential part in this procedure. I am asking about the account number referenced in this complaint. I see you have reported me 30 days late to the credit agency ( XXXX, XXXX and XXXX ) on XX/XX/2018 and I am submitting this in order to have this remark took back. I had believe I had made all my payments on time, the only thing I could possibly imagine, is that my statement didn't get to me in time.
Company Response: Closed with explanation

Timely Response

2018-03-27

Chester, 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: Originally I had an AMEX, XXXX Surpass card. Was informed by letter on XX/XX/XXXX that the Surpass card was being terminated and members would be sent a new card called XXXX XXXX which had a different fee, different benefits etc. this would be effective on XXXX XXXX, XXXX. I called customer service on XX/XX/XXXX and asked if I would be getting a new introductory bonus for this new card. I was told I would need to cancel the old card before the change and open this new card when available to get any introductory bonus. As I like to be careful, I called again. I called customer service again on XX/XX/XXXX and spoke to XXXX. She specifically explained that I needed to cancel the current card and apply for the new card in XXXX. And, since this was a new product it would be eligible for a new introductory bonus. On XXXX, the same day I cancelled my AMEX XXXX Surpass card. On XX/XX/XXXX I applied for the new card AMEX Ascend card with advertising saying I would get XXXX points for a $ XXXX spend and an additional XXXX points for an additional $ XXXX points. I did the spend as soon as possible. On XXXX I called to follow up on the points. I was told this is the same card. I objected and a claim was filed. On XX/XX/XXXX, I called customer service again and spoke to XXXX. He assured my dont worry, the welcome bonus will be added soon. I would be getting XXXX points but it might not post right away. That he agreed that this was a new product with a new name, new higher fee, new benefits, etc. he said he would also have his supervisor XXXX in XXXX XXXX, add comments to my file to help it. On XX/XX/XXXX I called customer service yet again, and was told that I was denied again. That no one had put my details in. This time I spoke with XXXX who told us a new case # XXXX who be filed with my comments supporting this as a new card that we were assured would earn a new bonus. Finally today, XX/XX/XXXX, I called again and spoke with XXXX who revealed that my case is going to the same person who originally denied us over and over. She took a minute to look at my file and said this is the same card I explained the many ways it was new and she repeated, its the same.
Company Response: Closed with explanation

Timely Response

2018-03-27

Irvine, CA

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2018-03-27

So Effingham, NH

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response