AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 194
2018-03-23
Los Angeles, 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
Investigation took more than 30 days
Company Response: Closed with non-monetary relief
2018-03-23
FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Complaint: Violation : On XX/XX/XXXX American Express has incorrectly and illegally listed an over limit event from XX/XX/XXXX of another credit card user on my credit report. i do not have a responsibility for this credit card account yet it was reported by American Express for me. This resulted in a 50 point drop in my credit score. I have asked them to remove the item but have been unsuccessful to date.
Company Response: Closed with explanation
2018-03-23
Alhambra, 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: To Whom it may XXXXoncern, Name : XXXX XXXX XXXX ; Credit Card number : XXXX My name is XXXX XXXX XXXX and I understand that I have completed the requirement for the promotion, to receive XXXX Delta Skymiles as it was advertised on the American Express website. I did apply and was approved and I did spend {$3000.00} to full fill the terms of the bonus points but instead I got only XXXX Delta skymiles. When I contacted customer service they demanded provide them with direct solicitation mail. I believe if city advertising XXXX XXXX Skymiles online they should be able to track customers who have applied online following their add.
I am asking Consumer Financial protection agency to investigate this incident which sounds like a false advertisement. I am asking American Express to honor their promise and honor XXXX XXXX Delta Skymiles. Please see below what American express had regarding their bonus offer : XXXX SkyMiles after spending {$2000.00} in three months, {$XXXX} statement credit after first XXXX purchase in the first three months. Plus, earn an additional XXXX bonus miles after spending an additional {$XXXX} in the first six months.
Thank you for your time, XXXX XXXX XXXX
Company Response: Closed with explanation
2018-03-23
San Jose, 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: This is related to complaint : XXXX. I received an offer for a XXXX bonus on an XXXX XXXX card, which did NOT contain the language banning the bonus from previous card holders. Customer service told me I would not get the bonus because I was a previous card holder. They confirmed this was not the case and I was eligible.
American Express confirmed that I was eligible for the bonus in this complaint and stated I just needed to meet the spend requirement and it would be issued.
I met the requirement as confirmed by multiple representatives through chat ( they can review the chat records ), but as of yet, the XXXX bonus points have not been credited to me
Company Response: Closed with explanation
2018-03-22
Anaheim, 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: Back in XX/XX/XXXX, I received an email regarding upgrading my XXXX Honors American express card. The email said that if I upgraded today, I would receive XXXX XXXX honors bonus points if I spent {$1000.00} in the first three months. I clicked on the link to upgrade. I was taken to an American Express website stating the terms and conditions of the card. It would be an increase from my {$0.00} annual fee to a {$95.00} annual fee, but as I would be receiving XXXX bonus honors points to use for hotel stays, I thought it would be worth it. So I accepted the terms and was told I would receive my new card in the mail soon, which I did. I got working right away to meet the {$1000.00} obligation so I could get my bonus points, even though I wouldn't have usually spent that much on that card because I have other cards with better interest rates. I exceeded the {$1000.00} requirement, and patiently waited for my bonus points to appear in my account. After about a month I called to inquire as to where my bonus points were. I was told that the channel I used to upgrade my card didn't offer an upgrade incentive ( even though I used the link that they provided in the email they sent me advertising it ) but they could open a case if I wanted to dispute it. I did open a case. Over the next several months, I repeatedly called and each customer service representative looked up my case, telling me that the case was still being looked into and I would have to wait. Today, XX/XX/XXXX ( five months after I upgraded the card ) I called again and was told that the case had been marked closed with the same conclusion, that the channel that I'd used to upgrade did not offer the incentive. I told them that this was false advertising, because the whole reason I upgraded at all was for these points, and demanded a refund of my annual fee, which she obliged. She also offered XXXX points in compensation, which was the most she had the power to award anyone ( I have yet to receive these as of the time of writing this but hope they will go through ). Since false advertising is illegal, I believe they should award me the remaining XXXX XXXX honors points I was promised upon my upgrade.
Company Response: Closed with explanation
2018-03-22
NC
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 Delta Skymiles-American Express credit card clicking a prompt that came up on the delta website that said it offered XXXX bonus miles and XXXX dollars off of statement if I spent XXXX dollars in the first 3 months. After my application, I didn't receive my card. It looks like I applied for the card on XX/XX/XXXX, and didn't receive the card for months after that. Because I have a life, I forgot about it and contacted the company in XX/XX/XXXXto check the trajectory of my card. They said they sent it, I didn't receive again, in three more trials I finally got it. I started using the card as soon as it arrived and spent XXXX dollars in three months. While I was expecting to get my miles this month, they say because I didn't spend XXXX until XX/XX/XXXX, they can not give me those miles.
I think they delayed the delivery process in purpose and did not inform me that the date of three months started the moment I applied for the card. Basically by the time I received my card, there was no point to using it already.
Company Response: Closed with monetary relief
2018-03-22
AL
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: American Express is still reporting TWO credit cards, a business and a personal credit card that I have already stated was opened fraudulently. I have spoken with their fraud team and they said they cancelled both cards, but I am STILL receiving bills from them. Furthermore, their were charges taken from my bank account making payments on the " XXXX XXXX '' that I did not authorize. I have already sent a copy of my police report, FTC affidavit ( listing BOTH fraud credit cards ) and sent them to the credit bureaus and they have stated they have sent them to American Express so they should be deleted by now.
Company Response: Closed with explanation
2018-03-22
Beatrice, NE
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
2018-03-22
Farmer Market, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: Closed with explanation
2018-03-22
Scottsdale, AZ
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
2018-03-22
Las Vegas, NV
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
2018-03-21
Anaheim, CA
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: Happened during the end of 2015. I noticed using XXXX XXXX that a card was opened under my name from American Express with me owing over {$12000.00} called American Express numerous times to close this account and tell them it is a fraud card not opened bymyself kept opened for over few months period. Calls range from XXXX hour XXXX times of the week to just keep following up why they still have this card opened. They kept telling me that I am paying the bill for this credit card and that I was unable to close the account. They wanted me to go to XXXX XXXX XXXX which is where the payment is coming from to verify the name on account to ensure it is not me. I dont even bank with XXXX XXXX XXXX so they will ignore me. I give calls backs and forth to Amex Express and XXXX. Amex needs a letter stating from XXXX that myself do not have a bank with XXXX and I am not the one paying for this Amex account. XXXX was unable to do it back and forth. I had to speak to a higher up to confirm that I do not have an account with XXXX and get that letter notarized and faxed to Amex. Amex would tell me they never received my fax multiple time and say no update each day.
I opened a case with XXXX because this was not going anywhere and had a person specifically to handle this case. After 2 additional months they realize that they linked to same name to one profile and has been sending my statement for the past XXXX months to the wrong address. And nothing could be verified on my end because my address was different. I started to receive the other party with same first name new credit card and hes been getting mine. This was during the transition from XXXX leaving Amex to go with XXXX XXXX card.
My credit card score dropped from almost XXXX to XXXX due to this. They fixed it by submitting it to all the credit bureau that this was not my credit card but its still an issue today. Which is now 3 years later.
Company Response: Closed with explanation
2018-03-21
NE
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: In XX/XX/XXXX I applied for a credit card with American Express because of their promotion stating that if I purchase {$1000.00} during the first three months, I would receive a bonus of {$150.00}. When I received the card onXX/XX/XXXX, it did not mention anything about the {$150.00} bonus so I called the Company to make sure I was eligible for the bonus before I activated the card. The lady had to check and came back on the line saying I definitely was eligible. Then that same day, I activated the card and did purchase over {$1000.00} during the 3 month period. To date I have not received the {$150.00} bonus and I have called them on XX/XX/XXXX, andXX/XX/XXXX asking why the bonus was not forth coming. They tell me I had an account back in XX/XX/XXXX which was cancelled in XX/XX/XXXX and that makes me ineligible. It is not fair that I double checked before activating the card plus they accepted my application applying for the card which was promoted with the {$150.00} bonus. I spent over {$1000.00} which I could have used other credit cards with even better bonuses. They should not have accepted my application if I was not eligible as per their promotion.
Company Response: Closed with explanation
2018-03-21
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 didnt authorize American Express credit bureau unit to pull my credit files
Company Response: Closed with explanation
2018-03-21
Pensacola, FL
Problem getting a card or closing an account
Credit card or prepaid card: General-purpose prepaid card
Trouble getting, activating, or registering a card
Complaint: REFERENCE CFPB # XXXX SECOND COMPLAINT _ NOT RESOLVED_ COMPANY RESPONSE IS NOT ACCEPTABLE.
I REPEATEDLY TOLD THE COMPANY THAT I HAVE NO PERMANENT ADDRESS EXCEPT A XXXX XXXX I AM A XXXX XXXX VETERAN I DO NOT HAVE ANY OF THE DOCUMENTS YOU REQUIRE TO PROVE IDENTITY SUCH AS DEED PASSPORT UTILITY BILL I PROVIDE THREE GOVERNMENT ID 'S TO YOUR COMPANY - THEY CANT BE ALL DARK COPIES.
I PROVIDED THE TEMPORARY ADDRESS THAT I WAS LIVING AT FROM A SHIPPING LABEL.
I PROVIDED THE RECEIPT FROM XXXX WHERE I PURCHASED THE AMERICAN EXPRESS XXXX CARD.
THE RECEIPT HAS THE CARD SERIAL NUMBER ON IT.
I HAVE FAXED THE RESOLUTION TEAM THREE TIMES AND THE CEO XXXX XXXX ONCE.
I DO NOT HAVE ANY MONEY TO FAX ANY MORE TO YOU.
I WANT THE MONEY THAT IS ON THE CARD IN THE AMOUNT OF {$100.00}.
I WILL POST MY COMPLAINT ON SOCIAL MEDIA, I AM SURE AS A XXXX XXXX VETERAN, I WILL HAVE PLENTY OF SUPPORT.
Company Response: Closed with explanation
2018-03-21
Heber Springs, AR
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 XX/XX/XXXX I called in to American Express Serve and reported my prepaid Serve card stolen reported fraudulent charges the representative cancelled my card and open my fraud claim and asked series of questions involving my fraudulent charges. The representative informed me that it's a fraud case and I'm not liable for any of the fraudulent charges to keep an eye on my email in case they need any documents and if the decision is not made within the 10th business day that they were originally credit my account until the investigation is through.
On XX/XX/XXXX I received an email stating that I needed to fill out Declaration of fraud form enclosed in the email and upload it or fax it within 10 business days. So I filled out the form on the XX/XX/XXXX and try to upload it to their link multiple times so I called customer service and they transfer me to technical support in which a XXXX gave me his email address which is XXXX. He guaranteed me he guaranteed me he was going to upload them to my account for me and not to worry. On the XX/XX/XXXX I called to check on the status of my claim and they informed me they receive no fraud document I asked him to look deeper and they said they didnt still didnt have it. So I got the documents together and I fax them to the number XXXX. I waited 30 minutes and called back spoke to a XXXX, she verified they had received she even looked over them while on the phone with me said they were verified and she would note the account and investigators are still working on my claim but not to worry by the 9th which was the 10th business day if they still haven't received outcome or decision on my fraud claim I'll receive a provisional credit until the time I do.
On XX/XX/XXXX I received an email that my documents were not accepted so I called in spoke to a XXXX, he said that he didn't receive the first page of the document I said I dont agree because XXXX already verified it on the XXXX when I sent I need to speak to a supervisor he said they wouldnt be able to tell you anything more than what Im telling you and I said thats not my concern about what you think they would say please turns me to a supervisor so he put me on hold I waited 45 minutes on hold nobody ever came on the line. I called back and I spoke to a XXXX he said that they didnt receive the second page I said now that's funny because the last customer service agent I spoke to name XXXX just a minute ago told me it was the first page you guys didnt receive. I was very irritated at this point I said I need to speak to supervisor now he put me on hold nobody ever came on the line. So I hung up and I called back I spoke to a XXXX this time and he said is the second page was missing and I told him one person told me the first page the second person told me to second page and now you tell me a second page I know for a fact you received all the pages I have the proof in the receipts of the fax. He needed to get to the bottom of it cuz I received an email that my documents werent accepted and they already wore accepted on the XXXX by another customer service representative so put me on hold and then he came back online and said yes ma'am we did receive all the documents and they are verified we did find all the pages I'm sorry about the mix-up and I express to him the 10th business day was today when would I do receive my XXXX credit he said by the end of business day today you receive provisional credit if our decision hasn't been made and it says on your account at the back office is still investigating but no worries man you will receive a credit by the end of business day or your money and if investigation will be closed if a decision is made in your favor.
On the XX/XX/XXXX still didnt receive nothing no emails or nothing so I called and they said that they didnt know why I didnt receive my credit but the back office which is the investigation team the one that handles the provisional credits is closed till Monday so Id have to wait till then.
I called every day from XX/XX/XXXX until the XXXX they tried to say they didnt receive the documents again so I resent the verification that I did send them on the XXXX from this point it went back and forth back and forth and then eventually it was every one of them saying they were going to escalate the case but they cant directly contact the back office which is the investigation office on the XXXX I spoke to a XXXX and he said he got to the bottom of it and they said in the back office that they didnt receive the Declaration of Fraud and time so they had to send my case to a higher Department for investigation and I was I have proof why don't you guys pull the call records from XXXX showing and verifying that I talk to supervisor that XXXX she verified it then a XXXX verified it in a XXXX and a XXXX. And quite a few others agreed with me he said I actually was one of them that verified it also so I dont know what is going on with them but its out of our hands down because they have transferred it to a higher Department. He said let me get ahold of my supervisor and see if shell pull the calls he put me on hold and came back and said supervisor told him that it would take 3 to 5 business days at least to pull a calls and then I told him I have the calls recorded also could she listen to those so he said that's a good idea hold on please and he asked his o supervisor. He got back on the phone and said she was said she would listen to him and hold on he was going to transfer me to her I asked if he could stay on one also for verification cuz I trusted him cuz hes been nothing but helpful and honest with me and he asked the supervisor and she said no so he put me on hold to transfer me I was on hold for over 45 minutes no supervisor came online. And as I was on the phone waiting for the supervisor to hear my proof I all of a sudden got an email saying that my claim was denied. That's kind of funny considering that they said they couldn't even do anything with my case because it was transferred or forwarded to a higher Department.. so I called the fraud Department back to speak to a supervisor a few times and I was on hold over 30 minutes each call finally I got in touch with one her name is XXXX she was very rude when I explained the situation and said it's not been documented on this claim that you even or supposed to talk to a supervisor about hearing and that would take at least five business days to get approval and from what I see here ma'am it's too late your claim has already been denied I can't help you no more or speak to you about this and hung up on me. I have calls recorded from the XXXX all the way up until the XXXX the actual phone call I was on as I received the email saying it was denied its total proof that I wasnt treated fairly and my case was not handled within the guidelines its total unprofessional Miss investigation of my claim I was lied to, hung up on, and in the end not given my money.
I have EVERY SINGLE CALL RECORDED, DATES, NAMES, AND TIMES CALLED! I HAVE BEEN GIVEN FALSE INFORMATION, BEEN GIVEM POINT BLSNK THE RUN AROUND. NO CUSTOMER SERVICE OR VALID INVESTIGATION PROCEDURES WERE FOLLOWED AT ALL! ATTACHED AUDIO AND DICUMENTS TO THIS COMPLAINT!
Company Response: Closed with explanation
2018-03-21
Barr, SC
Attempts to collect debt not owed
Debt collection: I do not know
Debt was result of identity theft
Company Response: Closed with explanation
2018-03-21
GA
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 been a long time card customer with American Express. Never missed a payment or had any problems. I received a new offer to spend over {$4000.00} and receive bonus points, flight credits, hotels credits, etc.
Upon using the card to buy something that cost over {$4000.00} my account was suspended and now American Express is asking for personal income information. After going back and forth asking them to grant me my credit as was outlined in the agreement. They have refused to do so.
Company Response: Closed with explanation
2018-03-21
San Antonio, TX
Problem getting a card or closing an account
Credit card or prepaid card: General-purpose prepaid card
Trouble getting, activating, or registering a card
Complaint: On XX/XX/XXXX, I received notification that my 2017 taxes were deposited in my bank. I contacted the company knowing I had requested a amex serve card but had not received information or a card. They informed me it was the amex serve card and to contact them. Since that day, I have spent 15 hours attempting to resolve the issue. I have been lied to by 22 agents and hung up on 6 times. While my funds are on this card I still do not have access to them not do I have a comfortable answer as to when these funds will be provided. As I fill this form out, I am on hold for the 6th time today ; current hold with no contact with an agent is 47 minutes. I have been blamed, hung up on, completely misinformed, they have made promises and I am still without funds or any idea as to when I will be sent them. I have been charged twice now as well.
Company Response: Closed with non-monetary relief
2018-03-21
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation
2018-03-21
Clermont, FL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: American Express currently has a JUDGEMENT against me, but my question ( or complaint ) is that the credit information XXXX social security number, income, employment info, etc ) used to obtain the credit card was my husband 's and NOT mine. As a FULL-TIME CAREGIVER who had not worked outside the home for decades at that point in time, I was happy with my " pay in full '' every month basic Green Card that I'd had for over 20 years when the high pressure American Express sales agent called giving us the sales pitch, catching my husband 's ear with the promises of low interest and free balance transfers. I told them I would NOT qualify as I had NO INCOME and had not had any for since XXXX. They asked how we paid our bills and my husband said " obviously on my income '' and they proceeded to take HIS INFORMATION. But rather than giving HIM a card they upgraded MY CARD including doing BALANCE TRANSFERS from his other credit cards to my card, with an open credit line of {$25000.00} ( for a person with XXXX personal income ). My husband did pay this account for on time for years, but when the recession hit and he lost his business in XXXX I was the one stuck with a debt I HAD TOLD AMERICAN EXPRESS I COULD NOT QUALIFY FOR OR AFFORD right from the get-go. Flash Forward to today : My husband and I are separated ( yes, the debt was the straw that broke the camels back ), and he nor I had the means to pay this account, and American Express would not grant any payment plan options at all, and instead took me ( and me alone ) to Court in XX/XX/XXXX winning a JUDGEMENT against ME. I am now working a part time job earning just a bit above minimum wage, XXXX XXXX XXXX and am struggling to get by, and with the JUDGEMENT also living in fear. Again, this account was given based on my husband 's income, credit, and social security, nothing to do with me, but the debt is mine -- -all mine? My question is -- -is this, was this, LEGAL?
Company Response: Closed with explanation
2018-03-21
Walker, LA
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 non-monetary relief
2018-03-21
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 applied for an XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX ( see attached image for confirmation of the application date ). The terms were that I would receive XXXX miles after {$1000.00} spending in three months and {$50.00} statement credit for a XXXX purchase ( also attached offer ). I have confirmed chat with an AMEX rep on XX/XX/XXXX that I met the terms of the condition and would receive the bonus miles in 6-8 weeks ( attached chat log ).
I never received the miles nor the bonus points. I tried contacting an AMEX supervisor in XX/XX/XXXX who said she would submit a request for me because there was a system issue due to my application being approved in XX/XX/XXXX after going through reconsideration. However, I met the terms of the bonus, applied before the expiration date of the promotion, so I do not think this should be an issue. I tried following up again ( XX/XX/XXXX) and even ( XX/XX/XXXX ) and was told it hasn't been reviewed.
This is getting ridiculous. I met all the terms so I do not understand what the holdout is for issuing the points and the statement credit. I have proof that a rep stated that I met the terms and conditions.
Company Response: Closed with explanation
2018-03-21
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
2018-03-20
San Francisco, 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
Company Response: Closed with explanation