AMERICAN EXPRESS COMPANY

2018-03-05

Cherry Hills Village, CO

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have had extreme difficulties in dealing with AmEx previously that were successfully resolved through the cfpb in XX/XX/XXXX. I was very happy with those results and felt that the outcome was very fair. However, when I had my credit score rechecked, AmEx now has deleteriously attributed a late payment from my husbands account to me. AmEx clearly states in their cardmember agreement that the primary card holder is the guarantor on the account and that any cards issued to other individuals are using those cards at the risk to the credit of the cardmember. I did have a card issued to me under his account back in XX/XX/XXXX although my card expired in XX/XX/XXXX. The payments in question are in XX/XX/XXXX. These charges and delinquency should never have been attributed to me and they have damaged my credit score. I just finished a complaint through CFPB where AmEx declared they did not have enough information to investigate the account. It seems that having had all of my information would have allowed them to see what accounts I've had and that the negative credit report attributed to me should not have been on there, but they closed the complaint without doing anything. My husband gave me his card and I am including my SS # so that they can complete this investigation. The number on the screen shot of the credit report is NOT an account number per the credit reporting bureau, rather it is a reporting number - they state that they are very careful to NOT include actual account numbers. It is a description of the account and the limit on the account. I am including a copy of my husbands card ( with his permission ), a copy of the screenshot of the credit report pertaining to this issue and my name and SS should be included as a registrant for this complaint.
Company Response: Closed with explanation

Timely Response

2018-03-05

Grand Central, 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

2018-03-05

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

2018-03-05

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

2018-03-05

Five Points, 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: In XX/XX/XXXX I received a promotional offer by mail from American Express for a Gold Delta Skymiles card. The promotion offered 60,000 bonus miles and was to end by XX/XX/XXXX. The flyer I received was directed to me personally, as it contained my name and my Delta Skymiles number. Given that I was a frequent flyer on Delta, I responded to the offer and received my card in XX/XX/XXXX. The requirement to earn the bonus miles was to spend {$1000.00} within the first 90 days. I had done that by the end of XX/XX/XXXX. I have my XXXX statements that confirm this. By late XX/XX/XXXX, when I had not received my bonus miles I called XXXX customer service. They assured me I would be credited with the miles, but it would take 6-8 weeks. I called again in mid-XX/XX/XXXX, well past the 6-8 week estimate and was again assured that I would get my bonus miles, but there was a problem between XXXX and Delta getting the data entered. I called In XX/XX/XXXX and got, essentially the same message. I was told at that time that a number of people were having the same problem with this promotion. In late XX/XX/XXXX, I called Delta and they connected me with XXXX customer service. I was told that their records showed no promotion associated with my account, but they saw a note that detailed an inquiry they had made to marketing or some back office group in XX/XX/XXXX. The XXXX customer service rep said there was no record of any reply to that inquiry. He also said that all he could do would be to put in another inquiry. In XX/XX/XXXX, I sent a letter to XXXX headquarters in XXXX XXXX, TX with most of this information, to include a copy of the promotional mailing I had received. I've had no response.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-05

Frenchville, PA

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: My American Express account was sent to collections after an address mix up. So this company sent notices to the address that I did not live at. I finally got the notices that were sent to the wrong address and sent them a letter informing them of my actual address and asking for verification of the debt. The verification never came to my actual address but instead to the address that I never actually lived at. Then about a month later I revived a notice from yet another collection agency that American Express employeed because I had not responded to the request from the previous agency all because they had the wrong address.
Company Response: Closed with explanation

Timely Response

2018-03-05

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
Complaint: on XX/XX/XXXX I registered for the promotion from American Express : spend {$5000.00} until XX/XX/XXXX and get XXXX starpoints extra. Points are still not received. Amex has been contacted many times but they did not give any answers. I want them to post required points and XXXX points more as a punishment and a compensation for the time spend with communication with AMEX
Company Response: Closed with explanation

Timely Response

2018-03-05

Bellaire, 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 was laid off by my company ( due to downsizing ) on XX/XX/XXXX at which time my corporate credit card was cancelled. On XX/XX/XXXX I called American Express to use the XXXX points I had saved. During the call I was informed by the American Express representative that I did not need to use the points since I was deciding on a new personal credit card for my own use. I was told that the points could be transferred and would never expire. I asked multiple times if there was a time limit in which I had to select my new card out of fear of losing my points. I informed the representative that I could use the points right then ( as I had initially planned to do ), and was repeatedly told that there was no need as the points would not expire and would be available to me when I decided on my new card. After the initial call on XX/XX/XXXX I made a few additional calls to American Express to ensure that my balance was paid off on the card as I was reconciling final expenses with my company. I made the XXXX payment for the card myself ( and was reimbursed by my former company ) on XX/XX/XXXX. During the calls that were made to ensure that the balance was paid off I was repeatedly told that my points were safe and available. The intention was to complete the close out of the balance for my old corporate card and then transfer my points to a personal card. On the XX/XX/XXXX I selected the persona card I wanted and called American Express. During that call I was shockingly informed that my points had be removed from the system and could not be reinstated. I was very upset and confused and politely asked to be transferred to American Express Membership Rewards. When I was transferred I spoke to a lady who stated her name was " XXXX ''. I informed her of the issue and she stated that the points could not be reinstated. I asked her if customer calls were recorded to which she replied " Yes ''. I then asked her to listed to my original call on XX/XX/XXXX to prove that the points were not used at no fault to myself and I was actually TOLD not to use them. She argued with me for awhile and said there is nothing she could do, however now that I knew she could pull the recorded conversation I asked her to please listen to it to prove that this is an American Express issue. She finally did and after 15 minutes of being on hold she returned and stated that I was correct. I was told not to use my points and that they would never expire. She finally began to apologize after being very short with me for over an hour. She stated that she is putting notes in the system ( which I repeatedly asked her to do ) and will have the manager of the individual who originally had given me the wrong information. I was told they would reach out to me the next business day as that manager was not in the office. I waited the whole day and finally called in the afternoon. I spoke to a new individual at American Express Membership rewards and again told my story. The lady I spoke to this time said that luckily " XXXX '' was sitting next to her and informed me that I would be getting a call very soon ( that same day ). Again I waited and got no response. I called American Express Rewards again today ( XX/XX/XXXX @ XXXX CST ) and spoke with XXXX XXXX who I had to repeat the entire situation too again. She stated that no notes were left in the system and that a note was left by an account team stating there is no recourse for the issue on XX/XX/XXXX ( the same day that " XXXX '' was supposed to have put notes in the system about the issue and have the original manager reach out to me ). At this point I am furious. XXXX stated there is nothing more she can do and opened a customer complaint letter ( reference ID : XXXX ) on my behalf. She stated that the letter would only inform American Express of my " dissatisfaction '' but no further action would take place. She also informed me that the issue was wrong and that something should be done to rectify the issue and she sympathized with me but unfortunately there was nothing in her power she could do. I informed her that I wanted to take care of this simple issue ( I believe the original American Express representative was unaware of updated protocols for membership rewards - which XXXX had also stated may be the case since the rewards information had recently been updated ) internally with American Express. After repeatedly asking if anything else could be done and being told no I informed XXXX I would be filling a formal complaint with the CFPB. I also made sure to ask her if my conversation with her was being recorded and she had assured me that it was. I also asked if there was a retention time for customer calls because I am worried that if all the original calls are wiped I would have no evidence of the injustice against me. She stated that she was unsure of call retention times and could not find the information. I thanked her for her help and informed her I would file a formal complaint today. I am outraged that a company like American Express would treat a customer who has been with them for 4 years this poorly. I have used my AMEX card exclusively for work and spent over half a million dollars with them. The worst part of this experience is that American Express representatives have agreed that the error is on their part and that they TOLD me not to do what I originally set out to!
Company Response: Closed with non-monetary relief

Timely Response

2018-03-05

Weston, CT

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Dear Officer : I am currently American Express credit card use, last month i tried to transfer my AmEx Membership reward into my airline membership account to redeem reward ticket, but it looks like they frozen my account, and says " This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria ''. I called them later, but they do told me it will take some times. But i am waiting so long about it, i just use my credit card normally, i do not think i did anything improper. Because they frozen my account, the reward ticket was gone. It really made me annoyed and that is why i asked CFPB for help. Please help deal with issue, it really made inconvenience and annoyed.
Company Response: Closed with explanation

Timely Response

2018-03-04

Las Vegas, NV

Attempts to collect debt not owed

Debt collection: I do not know

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-03-04

Wonder Lake, 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: I was a member with American Express Gold rewards premier card for the last 2 years and today I was told through a chat conversation that my Card can be upgraded to American Express 'Platinum ' card and with an additional bonus of XXXX points for {$5000.00} in 90 days ( If i spend ). When i called back after 24 hours to confirm the offer, the completely denied the claim and said they need to do an investigation. I said to pull up the chat conversation and they said their system is temporarily unavailable and call back in another 2 days. They said the investigation take around 6-8 week.s I feel like this is totally unfair to me and American express should honor what they offered.
Company Response: Closed with explanation

Timely Response

2018-03-03

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 am based out of XXXX. I hold an AMEX Platinum Reserve Card. During XXXX XXXX, AMEX conducted one promo where if card holder makes INR XXXX spend, qualified for INR XXXX worth gift voucher. I qualified for the same but never received the vouchers. I made numerous calls to AMEX support center in XX/XX/XXXX to get them send me the vouchers. Every time I hear from them that they sent the vouchers, but I never got it ( I was keenly checking my inbox and junk folder daily for the voucher arrival ). On XX/XX/XXXX, one of the representative sent the voucher from her personal email ID in which I first saw the voucher, which already expired on XX/XX/XXXX! Again I had spree of calls with their complaint escalation chain several times. They kept on delaying the response and every time come back with same answer of not providing me a valid voucher. I reached up to the top level of escalations. Now I somehow manged to get the call recordings of the calls I made to the customer support several times in XX/XX/XXXX. I need help to get the voucher which I am entitled to.
Company Response: Closed with explanation

Timely Response

2018-03-03

Arlington, 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 explanation

Timely Response

2018-03-03

Newark, NJ

Fees or interest

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

Problem with fees
Complaint: I transferred a balance to my American Express card for a 4 % fee and no interest for 12 months. I transferred it from a card where my APR was 13.9. On my first bill I noticed that I was charged the transfer fee as well as interest at 22 %! I called them they apologized and took off the interest charge and said it will not happen again. The next month I'm charged interest again. I call them they said they know it's a problem and notated my account. The interest fee was never refunded for last month and my bill this month has another interest charge on it. I feel like 3 months is more than enough time to solve this problem and I am tired of having to call every month and getting nowhere.
Company Response: Closed with explanation

Timely Response

2018-03-03

FL

Getting a credit card

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

Application denied
Complaint: I have tried and tried to get another credit card from american express over and over and since i complained before i have been shot down absolutely ever time. i do believe I'm being singled out and discriminated against. i would like the cfpb to investigation and back my lawsuit against american express.
Company Response: Closed with explanation

Timely Response

2018-03-02

Ann Arbor, MI

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 received a promotional letter from American Express to apply for the Delta Gold SkyMiles Credit Card that promised XXXX bonus miles if I spent {$3000.00} within a certain time frame. I opened the account on XX/XX/2018, and spent {$3000.00} right away, and then didn't receive the bonus miles. The offer also included a {$50.00} statement credit if I made a XXXX purchase which I did on XX/XX/XXXX. Alas, I received no {$50.00} statement credit from American Express, though I met the terms. I printed out the Skymiles XXXX offer which said I had til XX/XX/XXXX to take advantage of this bonus offer, and I applied and was approved for the credit card on XX/XX/XXXX. I called customer service on XX/XX/XXXX, and the customer service agent said I might not get the bonus offer because I've had another American Express card in the distant past. However, there is no lifetime language on the offer terms regarding the bonus. The customer support person wanted to know what the RSVP code was, but I can't find it since I applied for the card, was approved, I assumed that American Express would honor their promise for the bonus. The customer service agent gave me a Case number, XXXX. The customer service agent said American Express won't let me know the results of their investigation, and if I call up maybe they'll have results for me, or maybe they won't. And maybe they'll give me the bonus, or maybe they won't. So American Express knows I've had a card in the past a few years ago, but they can't find out what my RSVP code was for the letter I received promoting the credit card and the bonus? American Express sent me multiple letters for this Delta Gold Skymiles Credit card with the bonus promotion. I only finally relented in XX/XX/2018 to take advantage of it. How could American Express have this selective information, that would benefit them only?
Company Response: Closed with non-monetary relief

Timely Response

2018-03-02

Phoenix, AZ

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

2018-03-02

Clementon, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I have had 6 unauthorized atm withdrawls all on XX/XX/2018 form my American Express Serve Account : 3 {$500.00} withdrawls from the same atm, 1 {$400.00} and 2 {$200.00} all amounting to {$2300.00}. i have submitted 2 decleration of fraud forms per dispute and the police report. my disputes where denied twice. My account have been permanantly suspended and i have no access to my funds. i am also expecting my state income tax to have been deposited in to this account.
Company Response: Closed with explanation

Timely Response

2018-03-02

N Las Vegas, NV

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2018-03-02

Chula Vista, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: I applied for the American Express Platinum card with a {$550.00} annual fee back in XX/XX/XXXX. I applied for this card because it was advertised as a " Travel Card '' and I had a trip scheduled with my family to XXXX. Also, I needed to spend {$5000.00} in 90 days to get a bonus of XXXX points. I intended to use the card while in XXXX at restaurants, theme parks and other spending. Every restaurant that we went to in XXXX did not take American Express ; this was embarrassing and unacceptable for such prestige card ; a " Travel Card ''. We also went to a water park while in XXXX and again, American Express card was not accepted. For the next days of our stay in XXXX, I continued to try to use my card, even at a zip lining park American Express was not accepted. We decided to take a one day trip to XXXX from XXXX, and once there, I tried purchasing souvenirs at some of the markets and American Express was not accepted. For every time the card was declined/not accepted, I had to use another card. As the frustrations grew, I decided to call American Express to tell them what was going on. They lady I talked to ( and it was a recorded conversation so this can be verified, I also recorded the conversation myself ) said that I would need to give her the business information to all those places the card was declined so that American Express could reach out to those places and try to get in business with them so American Express cards can be accepted. My response was, are you serious? Even if I was to do that, it doesnt change the fact that the card was not accepted and most likely I wont be back to those places while staying in XXXX ever. That was such an illogical and thoughtless answer. It is not my job to provide that information to American Express, I do not work for them, they should be the ones continuing to reach out to business and acquire their business so we customers can use American Express cards at more locations. Because if this horrible and embarrassing experience, I canceled the card upon my return to the U.S. I felt so let down and was shocked for day wondering and questioning the American Express brand, a brand that has been in business for many years with such great reputation. Ever since I was a kid and saw my dad with his American Express old school card I wanted one. I didnt even get to finish meeting the {$5000.00} spending, I think I was only able to spend about {$1500.00} by the time I closed the card. Fast-forward to XX/XX/XXXX, my wife and I talked in our kitchen for a good three hours planning our travels and decided to get the card again but NOT take it overseas as per the above complaint ( American Express is not accepted in most places in XXXXsilly for a Travel Card you cant use while Traveling? ). Anyways, I applied and got approved for the card on XX/XX/XXXX with an offer to get XXXX bonus points after spending {$5000.00} within 90 days of the application approval ( I have the POID and OFFER code as well ). This decision was also made due to my wifes new job and amount of travel she will have to do as well as my recent promotion which would also require me to travel more. My suspicion aroused in the middle of the night about the bonus as Ive previously read a new American Express new lifetime bonus on a product ; basically, if you ever held a certain card before, you would not be able to get the bonus for that same product ever. In my case, and as stated above, I didnt finish completing the spending because I closed the card due the problems and frustrations with the card while in XXXX and XXXX. So, I got on the phone with a representative on XX/XX/XXXX ( next day after approval ) to confirm and I explained all the above to her and how I NEVER received the bonus due to the cancelation. She confirmed that I would not be able to get the bonus, I was shocked! I then told her to cancel the application after begging for an exemption because again, I never received the bonus. She said the only way I could get the bonus is by receiving a mail offer or email offer by marketing, which in this case, they would allow me to get the bonus? Doesnt make sense. If I didnt get the bonus previously, I should be able to get itwithout an offer directed to me from marketing? Im confused. Per above, I did have the card before, but did not get the bonus due to cancelation. I should be able to get the bonus, and after what my family and I went through in XXXX, American Express should take consideration on that and let me complete my spending. Im a loyal customer with a great track record on all my accounts. Would you please reconsider? Respectfully, XXXX XXXX. Have a nice day.
Company Response: Closed with explanation

Timely Response

2018-03-02

Trenton, NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Card Issuer : American Express Card Product : XXXX XXXX XXXX There was a promotional signup offer for {$250.00} as a statement credit after spending a specified amount ( {$1000.00} ) on the card within three months of approval. The spend threshold was hit within the stated period but no statement credit was issued ; a complaint was submitted to American Express three months after the date the threshold was hit. It has been another two to three weeks since the initial complaint was submitted, during which time there have been multiple contacts with the company, still with no resolution. There have been multiple promises to resolve this issue, including an explicit indication that it would be resolved several days ago.
Company Response: Closed with explanation

Timely Response

2018-03-02

Cooper, NY

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 non-monetary relief

Timely Response

2018-03-02

San Jose, CA

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-03-02

Agoura, CA

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

2018-03-02

Edmond, OK

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