AMERICAN EXPRESS COMPANY

2018-03-27

Johns Creek, GA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Sued you without properly notifying you of lawsuit
Company Response: Closed with explanation

Timely Response

2018-03-27

Clarkesville, GA

Other features, terms, or problems

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

Other problem
Complaint: Credit card company : American express Issue : 1 ) I requested for a name change on one of my addition cards that I gave to my friend. This request was to change the card name from XXXX XXXX to XXXX XXXX 2 ) however, after serveral unsuccessful attempts, Amex effected a name change erroneously for my card and account. Amex had erroneously change the principal card and account from XXXX XXXX XXXX to XXXX XXXX instead of the request in ( 1 ) 3 ) upon realising this error, I contacted amex on various channels - online banking, online chat, tweeter for more than 10 times to rectify the error, however, they refused to rectify the error they had made.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-26

Tampa, FL

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: Originating phone # XXXX Return Phone # XXXX We received the a call today, XX/XX/18. This company is apparently trying to collect a debt from a family member. We have not been responsible for the debts or activities of that family member for over 15 years. I was told that that the only way they would know about that is if we called them back. I believe that they trying to embarrass that family member.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-26

Scottsdale, AZ

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Complaint: Called customer service so many times and they are so rude and horrible in servicing customers they ruined my travels with their service. They do not listen, do what they want and greatly inconvenience customers with no regard. These people when I had fraud on my account and reported it treated me like the criminal, cut me off from my money and any access when I specifically told them I was on travel and business, not to cut my card off and access to my money while on travel and they ( a supervisor ) not only did so, hung on me after being told several times how this has caused me great stress and discomfort with their service and I require access to my money. They even stopped me from being able to withdraw my funds from their bank so I can have my money while on travel. Because of their actions I was not able to use my card to check into my hotel at XXXX XXXX after traveling 14 hours on the road, since I told the reps not to cancel my card very clearly and they did it anyway my card was declined at dinner and entertainment in complete embarrassment ruining my travels. Not only that the rep tells me they are not going to follow federal regulations and put my money back to my card from fraud when reported and American Express thinks they can do what they want, they are not liable. Their reps tend to think they can do what they want, no empathy for customers and American Express is not liable for fraud.
Company Response: Closed with explanation

Timely Response

2018-03-26

Billerica, MA

Problem with the payoff process at the end of the loan

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

Complaint: On aboutXX/XX/2018, 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/2018 - Reference Trace Number : XXXX {$10000.00} on XX/XX/2018 - 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 ; t=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, a " supervisor '' in their personal loan department several times to no avail. While he has been polite he has acknowledged the frustration surrounding this matter, both on his part and mine. He is struggling to get answers on his end! 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 explanation

Timely Response

2018-03-26

NC

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Opened an American Express Delta SkyMiles card on XX/XX/XXXX. Used the card for purchases large and small with charges totaling {$3000.00} in the first three months of having the card. The award offer on opening was : no annual fee for one year, XXXX Delta SkyMiles when you spend {$2000.00} in the first three months of opening the card and an additional XXXX SkyMiles when spending an additional {$1000.00} within the first 6 months. I inquired to American Express onXX/XX/XXXXasking when the miles would be credited to my account. They said they could see that I met the spending requirement in XX/XX/XXXX and that I would receive the reward miles in 8-12 weeks. I inquired again with American Express on XX/XX/XXXX where they told me the same thing, only that the award miles should be credited 6-8 weeks after meeting the spend requirement. They " opened an investigation ''. I inquired again with American Express on XX/XX/XXXX and was told that the investigation was opened with the wrong department so it was closed. They said they would open a new investigation and that it would take 6-8 weeks before they could give me an answer as to what was going on and would send a letter in the mail. I then called in and got no further. I contacted again today XX/XX/XXXXto see if the investigation was moving towards a resolution and was told to wait 6-8 weeks. My chat was escalated to a supervisor who just kept pleading to give more time as they had a large amount of awards and applications and they aren't able to get to them as fast as they are supposed to.
Company Response: Closed with explanation

Timely Response

2018-03-26

Chantilly, VA

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 monetary relief

Timely Response

2018-03-26

San Francisco, CA

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-03-26

Tampa, FL

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: Originating phone # XXXX Return Phone # XXXX We received the a call today, XX/XX/18. This company is apparently trying to collect a debt from a family member. We have not been responsible for the debts or activities of that family member for over 15 years. I was told that that the only way they would know about that is if we called them back. I believe that they trying to embarrass that family member.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-26

NC

Other features, terms, or problems

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

Other problem
Complaint: I was proactive about my credit card debt and proactviely working to come up with a solution prior to my debtors reaching out to me or becoming concerned. I had two American Express cards, a gold card and a plum card. The total balances are {$8600.00} I called and spoke to a representative who explained that they have a " Hardship Program '' and I can setup a 36 month payment plan. I was told that you must pay the initial 3 months up front, and the monthly payment amount will be drafted automatically every month thereafter for 33 months. I accepted and signed up for this program and paid the initial 3 month payment ( over {$900.00} ). I was given a confirmation number and read all disclosures and was told everything was successfully setup. I explained that I was thankful that they had a program like this and that I had 100 % intention on getting the debt paid off in full within the 33 months and that I accept 100 % responsibility for the debt. Roughly a month later I receive a letter in the mail from AMEX regarding my accounts and that they are suspended and past due. I called to figure out why I was receiving letters about delinquency when I had already made a payment agreement? they told me they would have to research the account and call me back. I never received a call back, so I contacted them the following week. I was told by a " customer care representative '' that something went wrong, and the account was mistakenly not setup in to the program. I explained that I was given confirmation and a confirmation number and they explained it did not matter, and that my accounts were not enrolled into the hardship program. I was told the only way to fix it was to re-apply for the program and to pay the first 3 months payment again. They waived all late fees and interest as the account should have been enrolled in the program. I explained it would be extremely difficult for me to afford and how would I know that this would not happen again. They told me that under no circumstances would it happen again and the rep I was speaking to said that they would personally monitor the account to ensure the program is setup correctly. I was extremely nervous, but went ahead and setup the account into the hardship program for the second time, against my nerves. Again I paid the initial 3 months payments ( over {$900.00} ) and have now paid 6 months of agreed upon payments in less than 45 days, and was in a financial crisis. Again, they promised that it would not happen again, I was given confirmation that my account was signed up into the program, and given confirmation numbers for both accounts. after another 10-15 days, I noticed the accounts were still open and late fees were accruing, as well as receiving a debt collection phone call from AMEX. I explained the account was setup into a hardship program, gave them the confirmation numbers, and the representative told me that the account was no enrolled, and that they are preparing to report the delinquencies to my personal credit. I explained the overall situation and the multiple issues I faced, he said there is nothing they can do and re-iterated the amount I owed and that my credit would be effected. He then tried to send me to the " Hardship program '' to sign up again. I explained for a third time I am already signed up, was given confirmation numbers, and do not want to sign up again. He said he could not help, but would research the account and call me back in one hour on my cell phone with a supervisor on the line ( Friday XX/XX/XXXX ). I never received a call back. At this point I realized that AMEX had no intention of assisting me as a customer, and that the " Hardship Program '' was simply a scam to get debtors/clients to make a " 3 month '' payment. They claim the account will be enrolled and automatically drafted each month and that all debt collection attempts will cease. In reality they simply are misrepresenting their debt relief program/products and forcing client who are in a tough financial situation to make payments without actually putting them into a program. I decided at this to find a balance transfer credit card to transfer the debt to. I was approved by XXXX XXXX XXXX and told the AMEX accounts would be paid in 14-21 days from Friday XX/XX/XXXX. I contacted AMEX to let them know that the accounts were going to be paid in full within 14 days. Monday morning XX/XX/XXXX the AMEX debt collection rep called again to explain my accounts are past due and now delinquent and that they are reporting to my personal credit. They are taking advantage of people on a massive scale, and misrepresenting their debt relief products while taking advantage of people who are clearly in a financial hardship. *Can send confirmation numbers upon request *Can send proof of waived fees/interest after rep said the account should have been signed up
Company Response: Closed with monetary relief

Timely Response

2018-03-26

San Francisco, CA

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: In the Month of XX/XX/2016 I made two payments to American Express for the amount of {$3700.00} and their records have not credited me for one payment. It is found that the payment of {$3700.00} was moved to an interest pay overtime account., so now Im paying interest for money I payed to American Express in addition to them stating I owe {$3700.00}. The cause is that in XX/XX/2016 I paid twice, one manual and one auto-pay both for {$3700.00}. I asked for one payment of {$3700.00} to be refunded back to me, and it was refunded, but their processing of this refund seems to be placed in their pay over time account, so I am now paying for monies on the refund and this is an accounting error on the American Express side. This error can be clearly shown in the American Express provided OFX.csv which is the accounting ledger file and if you compare the numbers amounts to that of the statements we see inaccuracy. The discrepancy occurred in the Month of XXXX and I think it may be been one of these two transactions : 1 ) XX/XX/2016 per Reference : XXXX for XXXX and listed as a credit balance refund. The odd note here is that this refund is listed as a charge to the account. XXXX ) XX/XX/2016 per Reference : XXXX for XXXX and listed as an ADJUSTMENT TRANSACTION PROCESSED BY AMERICAN EXPRESS EXTENDED PAYMENT OPTION. I have called American Express several times to explain the situation and they only seem to send me my complete XX/XX/2016 statements. Unfortunately, they will not look at the OFX.csv file as proof of this error and they only rely on their Statements which are part of this error. To further my troubles the American Express agent told me that there is nothing I can do to fix the discrepancy between the OFX and the PDF 's and I should just pay the amount they see as owed. I estimate that I have spent 11 hours on the phone with American Express and 5 hours on my own time figuring out what the root cause may be. At this point I would like American Express to find where the discrepancy is between the American Express statement and the American Express OFX.csv file. I do have a statement from my certified public bookkeeper that supports my case in the American Express has performed an accounting error.
Company Response: Closed with explanation

Timely Response

2018-03-25

Valley Glen, CA

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: Upon selecting the option of making my XX/XX/XXXX payment due of {$3400.00} online with a statement balance of {$3400.00}. I received a receipt from American Express for {$3000.00} payment. From this point i was not able to login back into my account online, and attempts to call to investigate why i received a receipt for a different amount were unsuccessful because i kept getting hung up on while being transferred. I then receive next payment due reminder in the amount of {$1600.00} due XX/XX/XXXX, which left me under the impression that it was just a small error and my last payment was taken in full. I also received two merchant credits to my account in the amount of {$33.00} & {$250.00}. Through the following week I attempt to make my XX/XX/XXXX payment online unsuccessfully because American Express 's website would not allow me to login. Given that i was out of the country this was my only option to make payment. Upon arriving back in the states on XX/XX/XXXX i call Amex to make payment, and was told i had a 31 days past due. I did not receive any notice of any past due amount owed. This mistake has been reported on my credit and has taken my score down over 50 points! I have never been late on over the 5 years i have been with Amex.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-25

Columbia, SC

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: On XX/XX/2018, XXXX XXXX XXXX XXXX pulled my Credit without my knowledge of it going against my credit as an affect against my score. I didnt know opening a account would affect my credit
Company Response: Closed with explanation

Timely Response

2018-03-25

Brentwood, 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: Card opened without my permission or knowledge in my name. Thousands charged on card and even fraudulently paid by my XXXX business account.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-25

Belmont, MA

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

2018-03-24

Cheverly, MD

Lost or stolen check

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: In XX/XX/XXXX, I had bought {$5000.00} American Express XXXX 's check from my bank XXXX XXXX, because, I was traveling. Unfortunately, the checks were stolen by my shipper, who never shipped all my goods as well. In fact of this, I called American Express to report my checks stolen, hoping for a quick replacement of the check. As is the polices of American Express, but, it was not the case. Because, American Express " needed my blood, '' literately. Anyway, I had done every thing possible that American Express needed from me, e.g. police report, etc., including my bank 's involvement to get my checks for me, so that I could travel. somehow, American Express never replaced my checks, after months in XX/XX/XXXX, instead, I got a letter that American Express do not believe that my checks were stolen. Yet, this company placed a stop payment on the checks, and did not replace the check which I needed to use. As a result, I traveled without my checks, consequently, I suffered and went through extreme hardship on account of American Express action. Please I want this office to make American Express replace my checks as soon as possible. Because, {$5000.00} is a lot of money that this company is trying to covet, or withheld from me, since, XX/XX/XXXX. This is my money ; I did not borrow, nor, stole any money from this company. However, recently, I had sent copies of the police report from XX/XX/XXXX, other documents, letters as I was told to do, as well instructions of where to send my checks, or money. Again, I beg this office to help get my checks, or money {$5000.00} is a lot for me. Thank you for your consideration in this matter. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-24

Schooleys Mountain, NJ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-03-24

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/2017, 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.
Company Response: Closed with explanation

Timely Response

2018-03-24

TX

Incorrect information on your report

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

Account status incorrect
Complaint: I contacted American Express to close my credit card in XX/XX/XXXX. I did not realize the card that required a complete payment of the balance each month. I was laid off from my job and this became difficult. I reached out to AE numerous times to ask for a payment plan and was rejected, so I requested the card be closed and I informed them that I would still pay on it. The card was not actually closed until XX/XX/XXXX. However, AE still was charging me a monthly late fee of {$38.00}. The late fees should not have been charged on a closed account. I requested the account to be closed in XX/XX/XXXX. AE also keeps updating my credit to show that I am recently 30-plus days late, which is entirely untrue. I feel they are purposely trying to sabotage my credit, as each time they update this account my credit score significantly drops. I have disputed this falsely reported account numerous times through the credit bureaus and AE always verifies the information as inaccurate. They fraudulently charged me late fees, are intentionally sabotaging my credit, and refuse to report the accurate amount owed. I obtained an American Express card because I was under the impression that their customer service was top-notch and my experiences here have been very disappointing. I have attached a statement from XX/XX/XXXX. Thank you.
Company Response: Closed with explanation

Timely Response

2018-03-23

San Jose, CA

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 opened an American Express XXXX XXXX XXXX XXXX in XXXX and met the spending requirement to receive {$200.00} in statement credit. This never arrived, and it has been over 6 months. I have spoken to over 10 different representatives on the phone and online, but nobody has an answer. An " investigation '' was open but they seem to say that to everyone. No representative has the details, and are unable to answer any questions with detail.
Company Response: Closed with explanation

Timely Response

2018-03-23

Van Nuys, CA

Problem when making payments

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

Problem during payment process
Complaint: American Express website did not allow for me to login to make my payment resulting in a 30 day late. American Express also had wrong personal information as far as contracting me to make notice of past due bill.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-23

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
Company Response: Closed with explanation

Timely Response

2018-03-23

Jacksonville, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: Hello, An American Express credit card is showing on my credit report as Closed / Charge-off. This account is falsely showing on all three credit bureaus.
Company Response: Closed with explanation

Timely Response

2018-03-23

Brooklyn, 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

2018-03-23

Castle Rock, CO

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 monetary relief

Timely Response