AMERICAN EXPRESS COMPANY

2018-03-20

Woodland Hills, CA

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-03-20

Liverpool, TX

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: On XX/XX/18, I received a communication from XXXX XXXX XXXX XXXX in an attempt to recover a debt on behalf of original creditor, American Express. Contents of letter indicated they were offering to settle the debt at 35 % of balance owed over the course of 24 months. I called the office notated on the letter to offer to pay the settlement offer outlined, in full, via bank check, provided they send over a letter, on company letterhead, outlining the following : 1. Verification of debt 2. Verification of authorization to collect debt on behalf of American Express 3. Terms of settlement offer 4. Next steps for discharging debt/judgement with American Express attorneys ( Satisfaction of Judgement ) The original call center rep, XXXX XXXX, attempted to collect information irrelevant to the settlement offer I was agreeing to pay in full today, such as employment information, why I was in debt, what I am doing to prevent it, as well as information to secure a post dated check from me, or bank routing details. I further confirmed that I will await settlement terms above in writing, and upon receipt, will send full settlement offer via Bank check. They seemed unwilling to entertain any conversation that did not entail passing them my personal banking information. After conceding to sending the above letter to me via overnight mail, she put me on hold to verify with her floor supervisor, XXXX (? ), who then took the line and proceeded to argue that they would not verify in writing that they are authorized to collect debt or authorize settlement. After further escalation to his supervisor, whose name I did not catch, I was told the same, argued with, and essentially prevented from paying the outstanding debt if I would not do so without written verification of settlement terms and verification of authorization of their agency to collect. I was told to contact American Express and figure it out myself. Further, this agency has contacted various parties outside of myself in attempt to collect debt, and without the above verification, I have requested they cease and desist and further communication, via any channels. I then contacted American Express to discuss alternate means of settling said debt directly. They opened an internal inquiry/complaint against XXXX XXXX, as they are their contracted firm, and will be outlining to this agency that they are to follow the request I have made in order to settle the debt, as it is reasonable and to the letter of the law, and will alternately consider leveraging a different third party collection agency to settle said debt on their behalf.
Company Response: Closed with explanation

Timely Response

2018-03-20

NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I have an American Express Bluebird card. I have fraudulent charge disputes. XXXX from XXXX, XXXX from XXXX, XXXX from XXXX. These charges cleared my account on XX/XX/XXXX and XX/XX/XXXX. According to Bluebirds Customer Agreement if it takes more than 45 calendar days to look into charge disputes they will give me a credit to use after 10 days business days. I called multiple times and they are denying my request. I understand that it will be XX/XX/XXXX before I could hear back about the investigation. I did NOT make these charges.
Company Response: Closed with explanation

Timely Response

2018-03-20

Florence, SC

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2018-03-20

Vancouver, WA

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 non-monetary relief

Timely Response

2018-03-20

Billerica, MA

Other features, terms, or problems

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

Other problem
Complaint: On or about XX/XX/XXXX, I received a business loan from American Express Company. The loan amount was {$15000.00} and the proceeds were transferred to a credit card in my name. Unfortunately I provided an incorrect account as the transfer resulted in a large overpayment/credit balance. This then triggered a return of the funds or a partial return as some of the funds were in fact used to pay off the balance that did exist on the receiving credit card account. This electronic transfer of funds back to the Payer - American Express was executed on at about XX/XX/XXXX. While American Express has confirmed receipt of the monies on or about XX/XX/XXXX, they still have not applied the monies to my " outstanding balance ''. They have contacted me on at least two occasions to apologize and reassure me that they are trying to track down the returned funds. To date this has not happened and I remain with an outstanding loan balance which is inaccurate, an inability to request a new loan and a credit score that is adversely impacted by this AND I am unable to use the funds that were originally requested, approved and issued. Please help!!!
Company Response: Closed with explanation

Timely Response

2018-03-20

Queens, 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: I have been calling American Express since XX/XX/XXXX. I was offered a promotional bonus of XXXX rewards points for spending XXXX $ to upgrade to a new card. My original call was simply seeking a replacement card. I was convinced to upgrade due to the great promotion. I spent required XXXX $ within the first month and was denied ever being offered this promotion. I have been calling since then over 10 times speaking to muliple representatives and supervisors to review the call. All tell me they will call me back within 48 hours. 3-4 days later, i keep calling to file a complaint and i recieve the same run around and am asked to explain a 20 minute story to 2-3 different representatives/managers. All appologize and agree with my frustrations and continue to do the same, give me a 48 hour call back period and i keep getting the same run around. I want to have a solution to this or i will cancel my account and my wifes. I dont want to support a company that is wasting my time and not acknowledging what was offered to me.
Company Response: Closed with explanation

Timely Response

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

Timely Response

2018-03-20

Coral Springs, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-03-20

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

2018-03-19

Brooklyn, NY

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

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

Their investigation did not fix an error on your report
Complaint: i tried disputing the accuracy of the account multiple times with the credit bureaus and directly to you guys and nothing is happening every time i send a dispute i get the run around to go back to the bureaus and after i send them a dispute they tell me to go back to you finally i sent a dispute on XX/XX/18 to XXXX and XXXX with supporting documentation showing that you guys are reporting differently to from XXXX to XXXX and i find that odd because i have already submitted multiple disputes with you guys and the bureaus and you both said that all information on the report is 100 % accurate
Company Response: Closed with explanation

Timely Response

2018-03-19

Palos Park, 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 sent an offer for XXXX MR points as a targeted offer last year. I needed to spend {$5000.00} in 90 days in order to receive the offer. I completed the terms and have not received the targeted promotion. I have made several calls to their Membership Rewards team and to this date have not received a response or resolution. I continue to get the run around on this issue and it is becoming increasingly frustrating.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-19

Grovespring, MO

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I disputed the transaction with XXXX and clearly explained that I purchased shoes but received an empty box. It was done more than three month ago. I was issued provisional credit which later was charged back to my account. I opened a new claim and still wasn't provided my funds back. I was supposed to get update on XX/XX/XXXX after I didn't get it I called Bank and was promised that somebody would contact me. Still nobody contacted me.
Company Response: Closed with explanation

Timely Response

2018-03-19

Staten Island, 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: Hello, I received email with advertisement showed Premier Rewards Gold Card from American Express with Bonus offer : Earn XXXX Membership Rewards Points after you use your new Card to make {$2000.00} in purchases within the first 3 months. Premier Rewards Gold Card from American Express Earn XXXX Membership Rewards Points after you use your new Card to make {$2000.00} in purchases within the first 3 months. 3X points for flights booked directly with airlines. 2X points at US restaurants, US gas stations, and at US supermarkets. 1X points on other purchases. No Foreign Transaction Fees. {$100.00} Airline Fee Credit. Up to {$100.00} a calendar year for baggage fees at one airline. Get a {$75.00} hotel credit on qualifying charges, plus a room upgrade upon arrival, when available with The Hotel Collection at americanexpress.com/XXXX. {$0.00} Intro Annual Fee for the 1st year, then {$190.00}. Expanding merchant acceptance : Over 1 million more places in the U.S. started accepting American Express Cards in the last year. Terms Apply. When I went over American Express Premier Rewards Gold Card Cardmember Agreement, I did not found any restriction regarding XXXX bonus points. I normally call to Credit Cards offices to make sure I have all information. I called to customer service and asked if they have any restriction for me to apply.. Amex representative placed me on hold and a few minutes later reply that I am OK to apply for card with bonus and she can do this over phone. I said that I will proceed online to see result. I was approved and spent {$2000.00} within next 90 days. I waited for XXXX bonus points, but 4 weeks later got nothing. My call to Amex got me nothing. Representative said to wait more. I waited to complete billing cycle and still the same result. This time, when I called, Representative made a quick research and told me that I had this card before and not qualified for Bonus. When I told her about info from her co-worker 3 month ago, she agreed that it was card with different bonuses, term and condition, and as she remember it was not lifetime restriction on bonus at that time. She said it may be a reason for Representative to reply to me the way it was done : You did not have this card. I made inquiry to Higher tier to resolve my issue, however on XX/XX/2018 phone conversation with XXXX bring no result. She apologized for misleading information from her co-worker, but could not bypass Offer Term. She promised to report issue to corporate office for future. If trained employee could not explain written policy the same way, how regular customer can do that? In my opinion, Bonus of XXXX points have to apply to my account and term and condition should be written the way it not being Confusing or misleading advertising about the credit card. Thank you.
Company Response: Closed with explanation

Timely Response

2018-03-19

TX

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I purchased an American Express Gift Card with a balance of $ XXXX from a XXXX store on XX/XX/XXXX at XXXX XXXX. I found an authorized transaction on the card an hour later and immediately called American Express to block the transaction as it was unauthorized. They refused to block it although the transaction was until then in PENDING state. I called them multiple times and spoke to different persons each time and explained to them the theft taking place. Yet none listened to my request to cancel the unauthorized transaction and they only put a hold on my gift card for any future purchases ( although it was being emptied by the unauthorized transaction already ). Because of that I could not even monitor the card online for more information on transaction. I called them the following day and then again on XX/XX/XXXX. but they told me that the ( unauthorized ) transaction has already settled and they can do nothing about it. They told me to settle with the merchant, which is ridiculous. How can I settle with the merchant who received my stolen money? Such thefts use clearing houses ( in this case, XXXX XXXX ), which keep the identity of their merchants hidden. The charge appears on the card only as " XXXX XXXX XXXX XXXX '' and XXXX XXXX then does not provide any info on their customers. I am sure I am not the first person to be scammed like this. I can hope to be the last if CFPB can force American Express or XXXX XXXX to refund me my money and punish the criminals of this white collar crime, in which American Express and XXXX XXXX are complicit. Thank you very much!
Company Response: Closed with explanation

Timely Response

2018-03-19

Brooklyn, NY

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

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

Their investigation did not fix an error on your report
Complaint: i tried disputing the accuracy of the account multiple times with the credit bureaus and directly to you guys and nothing is happening every time i send a dispute i get the run around to go back to the bureaus and after i send them a dispute they tell me to go back to you finally i sent a dispute on XX/XX/18 to XXXX and XXXX with supporting documentation showing that you guys are reporting differently to from XXXX to XXXX and i find that odd because i have already submitted multiple disputes with you guys and the bureaus and you both said that all information on the report is 100 % accurate furthermore i see that XXXX deleted this account how did they delete it if you verified it with XXXX and XXXX
Company Response: Closed with explanation

Timely Response

2018-03-19

Phoenix, 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 have several Hard Inquires from Credit Card Companies that I do not recognize. I called the Credit card company 's and they told me to call XXXX. I called XXXX and they had me on hold for a long time then they told me to contact the credit card company 's. I am tired of the run around and I want some action done to take these inquires off of my report. ALL of THEM!!
Company Response: Closed with explanation

Timely Response

2018-03-19

Airmont, NY

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

2018-03-19

Alta, UT

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-03-18

Clay, PA

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: American Express is attempting to dictate what rules are allowed/disallowed by means of communication over phone calls. See below : Federal law permits recording telephone calls and in-person conversations with the consent of at least one of the parties. See 18 U.S.C. 2511 ( 2 ) ( d ). This is called a " one-party consent '' law. American Express is not mutually agreeing to recorded phone conversations on the borrower 's end. Please keep in mind that Federal Wiretapping laws permit mutual recordings if 1 party claims to be recording a conversation. Right away, I can already submit documented accounts of American Express representatives not giving consent when in reality, they lose their right to non-consensual phone recordings from the opposing party if they, themselves initiate the recording as part of their company policies. I'm quite surprised that American Express maintains non-consensual recording from their end when this is a very common law in the United States. If American Express wishes to continue alerting its members of non-consensual recordings from the member 's end, then, I believe they lose their right to continue advising members that they are going to record the conversations going forward and should be forced to cease all recordings from that point. American Express continues to flourish in its countless incompetence, and it's really quite appalling that this Credit Card company is masked in the illusion of no wrongdoing.
Company Response: Closed with explanation

Timely Response

2018-03-18

Foothill Ranch, CA

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: Many fraudulent charges through XXXX into one of the cards of my American Express account. The total amount of Unresolved disputed charges exceeds {$900.00}, accumulated over several months. Upon my first detecting and reporting the case, in XX/XX/XXXX, AmEx issued credits although for less than the total amount reported. That card ( of 4 in the account ) was cancelled and replaced by a new one ( with a new number ) but many more fraudulent charges kept arriving at the new card from the same source, without AmEx doing absolutely nothing to protect the account, by blocking them or issuing warnings to us, despite the recent experience from the month before. So, we stopped using that card in XX/XX/XXXX. Since then AmEx kept doing nothing to resolve this situation, i.e. issuing the credits as requested. After half a dozen calls to try and resolve the situation, all unsuccessful, I closed the AmEx account in XX/XX/XXXX after paying all other charges up to that date. Since then, after several more calls to resolve the situation, AmEx still has not even opened a File with a Case Nr. to register this situation, per my last call on XX/XX/XXXX. I have received tree fax numbers -- ( XXXX ) XXXX, ( XXXX ) XXXX and ( XXXX ) XXXX -- to send documents, none of them work. Furthermore, AmEx doesn't provide addresses to send them the information by either email or postal service. Attached copies of the Statements containing all fraudulent charges credited ( checked ) and still open ( circled ).
Company Response: Closed with monetary relief

Timely Response

2018-03-18

MA

Fees or interest

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

Unexpected increase in interest rate
Complaint: Statement NOT sent so that XXXX could apply a late charge and increase interest rate because payment not made by due date. Since statement NOT sent or received I had no knowledge of due date or amount due.
Company Response: Closed with explanation

Timely Response

2018-03-17

Dallas, TX

Problem with customer service

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: On XX/XX/XXXXI my American Express gift card was fraudulent used through an unauthorized XXXX account ... i called American and XXXX to dispute this matter for 3 Months straight. Finally XXXX released the funds back to American Express but the issue Im having is that American Express will not released the funds back to my gift card because I don't have proof of Original Purchase .... As I stated to American Express Customer Service is that I was given this card as a gift and when i was given this card I Activated this card via the American Express site .... I have been in contact with them Since XX/XX/XXXX and i can't seem to get any resolution. I faxed over my Driver License and a copy of the card as instructed but they refused to release my money ... I have email proof that XXXX sent the money back to american express and accepting responsibility for this matter ... Please Help!
Company Response: Closed with non-monetary relief

Timely Response

2018-03-17

Phila, PA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-03-17

Kawaihae, HI

Fees or interest

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

Charged too much interest
Complaint: In XX/XX/XXXX, American Express offered me a promotion of 6.99 % on all for purchases. Before I jumped at the offer, I wanted to make sure that I understood the offer ( I thought it was too good to be true ). I chatted with an American Express representative to ensure the rate, the duration & the terms. He confirmed that ALL purchases made between XX/XX/XXXX-XX/XX/XXXX will have an interest rate of 6.99 % There fore, I decided to pay the entire balance & increase my credit limit to be able to charge our whole XXXX vacation on the card. Our vacation was in XX/XX/XXXX, we maxed out the card because of the promotion. In XXXX ( or XXXX ) I looked at my credit card statement only to find that I was charged the full APR ( 24.99 % ). I called AMEX & they advised me that only airline purchases would qualify under that promotion. I was appalled, I explained that I chatted with a rep to make sure before I maxed my card. They said that they will investigate ( pull up the chat & get back to me ). After no response, I called back a couple weeks later. I spoke to a different rep & was told that they found the chat & I was indeed promised 6.99 % on ALL purchases ( not just airline charges ). So I was credited two months worth of interest & was told to call back every month to get a waiver, as they couldnt make the correction to automatically charge the 6.99 % for future statements. I called a few months later ( as instructed ) to get my interest adjustments, but was told that they could not credit me, they would have to research this yet again. I spoke to several reps & supervisors, they advised me to give them time to research & call back. A few more months past & no response from AMEX. When I called back, they acted as if they didnt know what I was talking about. This run around happened for a whole year. I took down names, but I cant find my notes anywhere. Ive spoken to numerous reps and supervisors. Finally, I spoke to supervisors named XXXX & XXXX ( XXXX? ) I explained my situation again & they both said that they would have to research & try to pull up the chat from XX/XX/XXXX & they asked me to call back. I called back on XX/XX/XXXX & spoke to a frontline rep. He advised me that AMEX found the chat & will honor the reversal of intest, but he had to forward a request to expedite/complete. He asked me to call back on Friday XXXX, to check on the status. When I called on XXXX, I was told that the escalation team is honoring the credit, they just had to calculate the difference between 24.99 % ( what I was charged ) & 6.99 % ( what it should have been ). So if I dont see a credit by next Friday, to call back. Today XX/XX/XXXX, no credit, so I call. The frontline reps tells me that my case is closed, as I received two credits already. At this point I ask for a supervisor, I get XXXX. - XXXX. advises me that they cant find the initial chat promising me the 6.99 % and the only thing they could do for my troubles is credit my account {$250.00}. This is unacceptable to me, because I know they have to have record of the chat. They found it before. They also had conveniently lost notes about my previous conversations with other reps & supervisors. A {$250.00} credit doesnt even come close to making this right, so Im asking for your help. XXXX XXXX
Company Response: Closed with monetary relief

Timely Response