AMERICAN EXPRESS COMPANY

2018-03-10

Vancouver, WA

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

2018-03-10

Albuquerque, NM

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: On XX/XX/XXXX I received a call from a debt collector looking for someone else, I told them that they have the wrong phone number, they then kept asking questions and I repeated myself that they had the wrong number and to please remove my number from their call list. On XX/XX/XXXX at XXXX I received a call from the company again, again they were asking for someone not associated with my phone number, I told them that I had told them yesterday to not call this number. The person again started asking questions and I told them they had the wrong number, I told them again to take my phone number off their call list and to not call. The person then said I will keep calling and hung up on me. I called the number back and asked to speak with a supervisor, they stated that because it was Saturday that no supervisor was available. I told them I wanted to be removed from their call list and that the previous person I spoke with was very hostile and repeatedly told them to remove my number and they refused and stated that they would continue to call me.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-10

Philadelphia, PA

Incorrect information on your report

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

Public record information inaccurate
Complaint: I have about 14 credit card inquiries that I have no knowledge about, I am a victim of identity theft where some one opened credit accounts with my information, I filed a complaint with the police department and credit companies and also filed credit fraud but they will not remove them..dont know what else to do..
Company Response: Closed with explanation

Timely Response

2018-03-09

Ridley Park, PA

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
Complaint: I sent this letter on XX/XX/XXXX in writing because they have made it so hard to dispute it any other way. I am writing today to document my dispute for two charges on my account. I am highly disappointed in how difficult this has been to dispute these charges given you ( Bluebird ) contacted me via text when you identified the fraud. I received a text from you last Friday XX/XX/XXXX asking me to call due to 2 suspicious transactions. You turned those transactions down. I then indicated I saw two charges that had just been put on hold that also did not belong to me. I was told I needed to call back after they posted to dispute them. Given you found the fraud this made and continues to make no sense to me. I called on Sunday XX/XX/XXXX after they posted. I had to go through another lengthy phone call and was told you would dispute them and I would receive something over email directing me how to submit it in writing. I still have not received anything so I am now officially putting it in writing. I also plan to complain to the Consumer Financial Protection Bureau. These two transactions do not belong to me. Store Purchase XXXX 'S XXXX 'S - {$110.00} XX/XX/XXXX Store Purchase XXXX XXXX - {$130.00} XX/XX/XXXX The last transaction I made was for {$17.00} at XXXX XXXX XXXX. I made the purchase in person and had my card with me at all times. Your staff told me that is where you believe the account information was taken that led to the fraud. I had to answer this question each time I called in, so I am providing it now. I did not file a police report because again you identified the fraud. I find that question ridiculous because as an owner of American Express Gold card with a similar incident I was never asked that questions and I never had to go through these hoops to put in a dispute and get it resolved. You clearly provide a lesser service to BlueBird Account holders. I am extremely disappointed in the service you have provided regarding these charges. You are in effect holding my money hostage and not going after the merchant that accepted a fraudulent number.
Company Response: Closed with explanation

Timely Response

2018-03-09

Itasca, IL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to pay a bill
Complaint: I received two AmEx prepaid cards as a gift recently. Card number XXXX with a balance of {$150.00} and card number XXXX with a balance of {$200.00}. I attempted to use these cards to pay a bill in amounts equal to the value stored on the two cards and the transaction was declined because the merchant first authorized the card for {$0.00} each leaving the available balance short by XXXX XXXX each. I called customer service and asked if they could temporarily add a XXXX to each card so that my transaction would go through and they said that was not possible. They then asked me to reduce my transaction amount by XXXX cent - which would have worked but that would have let AmEx keep XXXX cent on each card - multiply that by millions of cards sold and that's a tidy little profit that AmEx is fraudulently pocketing at the expense of gift card holders.
Company Response: Closed with monetary relief

Timely Response

2018-03-09

Eldersburg, MD

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-03-09

Tarzana, 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: Credit card : AMEX Gold Delta SkyMiles. I haven't received a promised reward which includes a XXXX bonus miles and a {$50.00} statement credit. I have contacted them over 20 times through a live chat since XX/XX/XXXX. These are some of the logs that I have. XX/XX/XXXX - Amex opened an investigation of the issue. XX/XX/XXXX - The representative updated the notes on my account. XX/XX/XXXX - The representative told me that the investigation is in progress. I could check the update by next statement on XX/XX/XXXX. - The representative told me that the investigation normally takes 6-8 weeks. - The representative confirmed that I am qualified for the bonus miles and a credit. XX/XX/XXXX - The rep said, " Thanks for waiting, I checked and see the investigation is open and our team is working on it and once it is resolved, you can contact us to know the result for this. '' - The rep mentioned that the investigation was opened on XX/XX/XXXX, instead of XX/XX/XXXX as mentioned earlier. " This investigation was opened on XX/XX/XXXX and takes 6-8 weeks time but in most cases, it is resolved within 1 bill cycle. '' XX/XX/XXXX " The welcome bonus offer credits are not yet released and the case is still under investigation by our dedicated team. it is bit a longer than usual for a case to open as usually a case resolves in maximum 6-8 weeks. '' " Whenever such scenarios are reported, we find the root cause to make sure thinks are correct for all the customers too. '' XX/XX/XXXX - The rep admitted that something is wrong with their system. " There was an error, and most of our card member faced this problem. We've received updates from our investigation team and they have most of the account. '' XX/XX/XXXX - The rep mentioned that the issue was already escalated on XX/XX/XXXX. " I can see it is already escalated and previous supervisor is already working on it. However once the details are updated we will share the same with you as well. i'd request you to please wait for sometime as now it shouldn't take much time to get investigation done. '' XX/XX/XXXX - No progress " These investigations take time as back team needs to check each and every details about the bonus offer. ''
Company Response: Closed with explanation

Timely Response

2018-03-09

Weston, CT

Closing your account

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

Company closed your account
Complaint: Hi a couple of days ago I registered on the American Express website to setup my banking details and unfortunately I put in the XXXX # instead of the routing #. The payment was rejected twice, and just this morning I was able to rectify on line and make my first payment. In the mean time American Express has cancelled my account and won't reinstate it, despite making the payment and correcting the error. I have to travel this week for work booking hotels and flights. This is my only credit card as have moved back from XXXX. This will greatly impact my work trip and also ability to make a living. They keep saying I'm ineligible to get in reinstated. Can someone please help me? I have been an Amex member for over 25 years, but they still will not take this into consideration.
Company Response: Closed with explanation

Timely Response

2018-03-09

Beverly Manor, IL

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-03-09

Wrentham, MA

Problem getting a card or closing an account

Credit card or prepaid card: Gift card

Trouble getting a working replacement card
Complaint: In early XX/XX/XXXX, I purchased 5 {$50.00} American Express gift cards at XXXX. I lost one of the five {$50.00} cards on XX/XX/XXXX and called to say that I had lost one of the cards the previous evening. I did not write down the numbers on the card but kept the stickers on each of them. The representative took the information down and verbally indicated that I would be reimbursed. I subsequently have received at least four letters from American Express asking for documentation to support my request. The final letter dated XX/XX/XXXX indicated the receipt does not match. The Reference Number from American Express is XXXX and they will confirm that they have requested and I promptly responded to every request. The letter sent by AMEX does not have a phone number so there is no one I can call to discuss further. I was hoping that you could help me in resolving this issue. Thanks
Company Response: Closed with monetary relief

Timely Response

2018-03-09

Quartzsite, AZ

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: On XX/XX/XXXX American Express processed a transaction of {$410.00}, from my American Express BlueBird account. A transaction that had been voided by XXXX and never should have been deducted from my account. And make matters worse they refused to refund the money to e despite my sending them the voided cancel receipt from XXXX and signing a statement stated that I never purchased anything from XXXX. The details of my case are as follows : On XX/XX/XXXX I made a decision to drop by XXXX, ( XXXX XXXX XXXX XXXX XXXX, XXXX, AZ, XXXX ), on the way home and do some XXXX shopping for my children. I intended to buy gift cards for them, went into the store found the gift cards I wanted and went to the cashier to purchase them. The cashier had problems processing my Bluebird American express card, so she called her manager XXXX XXXX, who had problems with the card. He ended up just cancelling the transaction, told me that since it was a voided/cancelled trans action my card should not be charged. The next day I decided to check on my card balance, when I saw that the was a charge for {$410.00} from XXXX deducted from my balance. I called American Express, the rep told me that the charge would reverse off on XX/XX/XXXX. So I waited until XX/XX/XXXX to call back, when I spoke to the rep she told me that the charge had not reversed but had completed and been processed from my account. ( See Exhibit 1 ) She asked me if I wanted to start a dispute, which I did. So the next day I went back to XXXX to meet with XXXX XXXX, the manager who had handled the transaction. XXXX XXXX remembered me and the transaction, he printed off a copy of the void transaction and provided a copy for me. ( Attached Exhibit 2 ) He also told me that he would requested an investigation into the matter as well just to be sure. With respect to the investigation of American Express, from my perspective it seems as though they are just going through the motions and not really performing a throughout investigation. I say that because I filed a dispute with them on/about XX/XX/XXXX, I gathered all the information they requested and sent it to then on XX/XX/XXXX. On XX/XX/XXXX they sent me back an email indicating they were closing the investigation because no on at XXXX would return their calls. On XX/XX/XXXX, I immediately called American Express and XXXX XXXX reopened the investigation, on XX/XX/XXXX I received an email from American Express requested additional information, in additional to Exhibits 1 & 2, I sent them Exhibit 3, a customer dispute statement as well. In the email American Express provided three methods of sending the requested information to them. I chose the secure file upload, where I login into my account and upload the files to them, I sent the files a received a notice telling me everything was successfully transmitted. So imagine my surprise when I received an email from American Express on XX/XX/XXXX indicating they were closing the second investigation because they had not received the information they requested from me, the information I sent using their secure file uploading system. Ive since called American Express to express my concern over the investigation the Rep, XXXX, told me he could start another dispute for me. Now given the fact that I had already started two investigations, which were closed due to be able to reach anyone at XXXX, and the second because they lost the documents I had sent through their secure email system, my comfort level with them was very low. So I asked to speak to their supervisor, I was put on hold 15 minutes and then they hung-up on me. Its been three month now since American Express charged me for items I did not receive was, they took my money, {$410.00}, and are keeping it illegally. Corre3ct me if Im wrong but when you take money from someone and then dont perform the services or send them the merchandise, it fraud. Im not rich man, I just got back on my feet after being XXXX for three years, Im working and trying to make the most of things. And I see this as American Express preying on the most venerable section of our society. The card in question was an American Express Bluebird card, a card used primarily by lower income people. I am working again, and its a good job but I still have a ways to go, and being kicked while Im down like American Express is doing is evil. Im been doing some research and I saw that in XX/XX/XXXX American Express was fined {$85.00} XXXX dollars by the XXXX for deceptive practices, maybe the fine should have been more because they apparently have not change the way they operate. I would greatly appreciate your help. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-09

Reno, NV

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: XXXX XXXX XXXX XXXX Purchase over the internet {$490.00} XXXX XXXX XXXX XXXX XXXX XXXX. This was order on XX/XX/XXXX XXXX on American Express Card for total {$510.00}. Not unitl XX/XX/XXXX I received a mold of my teeth and storage box with a plastic guard /flipper. I contact the company XXXX XXXX XXXX told them to refund {$510.00} to my American Express as I had order a Dental Veneer. I was then told in an email - Hi XXXX, My technician has indicated that due to the positioning of your teeth, a Veneer wasn't the optimal product to address your needs. Only a Flexible Partial Denture was. I already own a partial, that's not what I order I explain and until this date XXXX XXXX XXXX XXXX has refuse to refund the amount - XXXX is slandering my name I am causing a case of fraud. The email state they could not offer the product I requested. I ask if I need to return the mouth piece- I was then pitch to purchase a flexi partial denture, Which AGAIN I DO NOT WANT- JUST REFUND THE MONEY IF XXXX CAN NOT PRODUCE the Merchandise I order. I'm not the simple Fraud - XXXX XXXX is the Advertiser that defraud customers! And American Express supports that action!
Company Response: Closed with explanation

Timely Response

2018-03-09

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

Timely Response

2018-03-09

Dallas, TX

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

2018-03-08

Euclid, 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

2018-03-08

Cypress, TX

Improper use of your report

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

Reporting company used your report improperly
Complaint: I HAVE ASKED TO HAVE MY NAME REMOVED OFF THE ACCT AND CREDIT REPORTS. WHY DO I STILL SEE IT ON MY CREDIT REPORT?? ACCT # XXXX XXXX XXXX SS # XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-03-08

Euclid, 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

2018-03-08

Bozeman, MT

Problem when making payments

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

Problem during payment process
Complaint: I paid off my AMEX card on XX/XX/XXXX, {$780.00}. The available credit has not shown up as of XX/XX/XXXX, I am leaving tomorrow to North Dakota, and planned on using it to pay for gas. I am also XXXX XXXX, so i can chat, or email. I can not make a telephone call. When i chatted with support, they said they would be able to remedy the situation, but that I would have to call someone ( another agent ). When i told them that i couldn't do that, they said " well, you are going to have to wait another 4-5 days then. '' Basically, if the problem could have been solved by a person who did not have a XXXX XXXX, but not by one who has, this is discrimination. They didn't even attempt to help me once I told them I can't XXXX. Game over. They quit. Now I am stranded, and have no money, because I spent everything to pay off that card. In the past, payments were applied immediately, and I was able to use them right away. Had I know this beforehand I would not have done that, I would have kept some cash to pay for my fuel. Now I have no money, a card that doesn't work, and can't get to North Dakota for my job. I feel totally helpless, and completely ignored and pushed aside. They have my money, hostage, and I can't get it back. Please help me, or at least make sure they can't do this to someone else in the future.
Company Response: Closed with explanation

Timely Response

2018-03-08

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

2018-03-08

Key Biscayne, FL

Other features, terms, or problems

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

Other problem
Complaint: Good afternoon, I have a credit card from American Express and today I received an email from them stating that they have lowered my credit limit from {$18000.00} to {$7000.00} effective today. I currently have a balance of approximately {$6800.00} dollars. The only reason I put that amount of money on this card was because they had extended this {$18000.00} line of credit to me and I decided to use more than I usually do even though I know they will charge me interest ( these past months I have had to incur in more expenses than normal ). I am however paying off the card off in the following XXXX months ( as was my original plan ). However they informed of this credit limit decrease today without prior warning. Had I known that they would do that I would have never, ever opened a card with them. I opened this card in XX/XX/XXXX and I have never missed a single payment on the card and until recently I had always paid the full amount ( in the past few months however I have been making minimum payments to this card so I could take of other necessities ). Not only did they lower my credit limit which will affect my utilization rating and subsequently lower my XXXX XXXX, which will in turn increase my cost of borrowing should the need arise. Also what happens if with the interest they charge me, my balance goes above the credit limit? I would have to pay additional fees that would not have been charged had my credit limit been unadjusted. Not only that but when I call the customer service line to discuss what happened, they tell me that they had a solution for me which was for me to make a payment of 50 % of what I owed before early XXXX of this year, they would restore my credit to {$18000.00}. I truly feel that tactics like these should be illegal ( not to mention just horrible business practices because I will be closing my account as soon as I have finished paying off the balance ). How can a company tell me I have a credit limit of X and then all of a sudden lower that limit to Y without any prior warning whatsoever? What's the point of giving me {$18000.00} credit if in reality as soon as I reach less than half of it they will lower my XXXX XXXX and put me in a precarious position which would plunge me into even more debt should I not bow down to their demands. I can not believe that what they did is legal.
Company Response: Closed with explanation

Timely Response

2018-03-08

Queens, NY

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I was trying to pay Amex bill through XXXX XXXX account app but the money went to anther Amex account which is not related to me my bank account was hacked first transaction was a payment of {$1300.00} on XX/XX/XXXX. Second one on XX/XX/XXXX payment of XXXX both transaction went to account no XXXX whit is not my account
Company Response: Closed with monetary relief

Timely Response

2018-03-08

FL

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Complaint: Back in 2017 my American express card # XXXX was involved in an internet scam. I applied for a job in the internet with NY company as a procurement, went though the on-hire process were I gave them my personal information, including a copy of my credit report. Prior to my starting date the company made contact with me and explained that they couldn't get me on payroll yet and that i was on a trial period, they way to operate in the mean time was for them to paid off one of my credit card balances or deposit some money in one of my credit card so i could make the purchases. I stupidly gave them access to my American Express two days later they made a deposit for {$4000.00} that reflected on the account, they sent a list of purchases to buy electronics in XXXX XXXX and XXXX and at that point i realized there was something very suspicious and the have taken control of my account information. I called American Express to let them know that something was wrong an to returned the money which they did and everything went back to normal in my account for 2 months then without me knowing by XX/XX/XXXX the account was tempered with again however since there was a warning in the account XXXX proceeded to return the funds back again making the mistake and in stead returning twice the amount by wire and by electronic check debiting my account double. For 5 months I tried to resolve my fraud case with XXXX who in turn after 27 years of relationship denied my claim that was being investigated through an XXXX department. I reopened the case 5 times every month with the help of a lady XXXX in the USA who was able to figure out what went wrong but by XX/XX/XXXX she retired and the case was left lingering and unattended I opened again though XXXX but no responses were achieved. In XX/XX/XXXX they reach out to me to demand collection but morally and ethically i couldn't move forward to pay a debt that was American Express mistake. XXXX transferred me to collections know and i continue unemployed.
Company Response: Closed with explanation

Timely Response

2018-03-08

Euclid, 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

2018-03-08

Houston, TX

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 referred a friend to American Express. The terms and conditions clearly stated that once the referred person applies and gets approved, American Express will post the bonus points to my account within 8-12 weeks. In the past, American Express posted the bonus points immediately after the referred person gets approved. I didn't see any notifications from American Express after the person I referred got approved for 2 cards. They are as follow : XXXX points for American Express Hilton Aspire at XXXX XXXX XXXX XXXX XXXX points for American Express Blue Business Plus at XXXX XXXX XXXX XXXX XXXX The last name of the person I referred was XXXX. When I called to inquire about why the notifications weren't sent, the rep claimed that she already sees the email sent by American Express to my friend. This was not correct information as my friend received the link directly from. So, I asked to be transferred to a supervisor. This was on XX/XX/. The supervisor I spoke to was XXXX XXXX from Agent ID XXXX in XXXX XXXX. He claimed that in order for me to get the bonus points my friend needed to do the spending requirement, which was not mentioned in the offer 's terms and conditions. I read the T & C of the offer to XXXX, but he still claimed that my friend needed the do the spending requirement. I asked XXXX if he could read the T & C to me, but he kept dodging around claiming that Every referral offer has a different T & C!!! When I asked him to escalate, he refused. I demand a full investigation of this incident as American Express CS reps are clearly deceiving customers by purposely giving the wrong information.
Company Response: Closed with explanation

Timely Response

2018-03-08

Christiana, DE

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with explanation

Timely Response