AMERICAN EXPRESS COMPANY

2018-03-02

El Toro, CA

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-03-02

Lakeview, 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

2018-03-02

State College, PA

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

2018-03-02

MA

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 used American Express ( AMEX ) membership rewards to make a purchase with XXXX on XXXX. Immediately after placing the order I cancelled it. The points were still debited from my AMEX card account. XXXX did not debit the points, and AMEX won't refund the points because they maintain that XXXX has them. I've been trying to get the points reinstated to my account. The estimated value of this transaction is more than {$900.00}. I've been calling AMEX and XXXX repeatedly and continuously getting the " run - around '' where each entity is pointing the finger at the other, meanwhile I am out this money.
Company Response: Closed with explanation

Timely Response

2018-03-02

NY

Fees or interest

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

Problem with fees
Complaint: I am writing about American Express Business Platinum card. I called Amex on this number XXXX to asked for a retention offer on XX/XX/2018. After looking into my three-year account history, the representative offered me two retention offer. One is getting XXXX Amex rewards points without spending requirement and another is a higher offer with spending requirement. When I asked him to repeat the offers again so that I can write them down to consider, the offer became getting XXXX Amex rewards points without spending requirement. I pointed it out that my offer was XXXX amex points 5 seconds ago. He simply said he read it wrong at the first time. The best he can offer is XXXX amex points without spending requirement. I asked to speak to a manager. He said he is the manager and this is the best retention I can get. I asked to speak to another manager. He insisted there are no other managers around at that time ( it was around XXXX XXXX EST ). I ended up believing what he told me. Reflecting on our conversion, I am very uncomfortable, dissatisfied and angry with the customer service I received. Obviously, he was lying to me and took advantage of me.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-02

CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On XX/XX/XXXX I paid {$1000.00} to a transport broker to pick up a XXXX XXXX in XXXX Tx and deliver it to XXXX Ca. I have a signed contract for the transport. The transporter could not deliver to the destination we agreed and I was forced to rent a XXXX trailer then drive to XXXX XXXX where I met the transport at a pilot truck stop. The driver said the car was low on the front end. After inspecting the car it was obvious the car had been damaged as it was sitting on the wheels. I asked him how he got the car on the transport and he just said he drove it. I had a friend with me and at XXXX on XX/XX/XXXX we watched the driver damage the vehicle, scrapping the undercariage and tearing off some hydraulic lines. There were puddles of hydraulic fluid under the transport and the car. I asked him what he was going to do about the damage and he said just note it on the bill of lading, which I did. The drive did not have the " origin '' side of the bill of lading filed out and there was nothing written anywhere on it. After I made comments about the damage he wrote some things on my copy however there was no witness signature. I contacted the merchants insurance company XXXX and after their investigation they determined there was {$1900.00} in body damage, no estimate yet on the suspension problem, and {$130.00} reimburse for the XXXX. The adjuster noted she was not sure why they did not deliver to the agreed upon destination in her correspondence to me. Their failure to deliver constitues a breach of contract and I disputed the {$1000.00} charge on my credit car for breach of contact and failure to provide the services i paid for. The credit card company is reviewing for the third time now. The first decision was the merchant had an appropriate authorization code. I told them I was not disputing and code I was disputing the fact they did not provide the services I paid for in addition to damaging my new vehicle. They denied it a second time for documentation. I sent copies of the contract with the merchant stating XXXX CA as the destination as well as XXXX contract, the bill of lading with my comments concerning the damage myself and XXXX XXXX watched the driver do to the vehicle, documents from the XXXX adjuster concerning their liability and she even states in one document she was not sure why the merchant did not deliver the car to the agreed upon destination. Everything was filed timely and with the appropriate departments. The credit card company is in the XXXX and they aren't able to understand what the issue is. The issue is I did not get what I paid for, as well as they damaged the vehicle in transport. They are currently reviewing the case for the third time and I do not think they have the ability to see the legality of the contracts and agreements that were made and broken according to us law. Please help, Thank You
Company Response: Closed with explanation

Timely Response

2018-03-02

Boise, ID

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with explanation

Timely Response

2018-03-01

Hinsdale, IL

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've attempted multiple times since XX/XX/2017 to remove the remarks that my account for American Express which has a credit limit of {$15000.00} is Closed. This account is open and active and I've disputed it multiple times. XXXX and XXXX have gone back and forth. I've received updated credit reports where it'll reflect that the problem has been fixed and the report will show the account is Open and on a following update, the account again gets placed on a Closed status. This is affecting my Length of Credit history as I've had both of these accounts for a long time.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-01

Gastonia, NC

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-03-01

Santa Ysabel, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: American Express ( Company ). Disputed Charges : XXXX. ( Merchant ) : XXXX XXXX XXXX XXXX. I was scheduled for a XXXX on XX/XX/XXXX in the amount of XXXX. I showed up on the day of the XXXX and after addressing concerns with the doctor about the procedure, the doctor changed the material terms of the contract and procedure. The doctor did not make me feel comfortable in addressing my concerns and canceled the XXXX. I did not receive the services I paid for and American Express paid the charges to the merchant and I have been disputing the charge. They have been rejecting my dispute. My mom was present and in the office when the doctor cancelled the XXXX on XX/XX/XXXX. They have recently reopened another dispute as of XX/XX/XXXX. The customer service representative stated that it will yield the same outcome. I am an XXXX XXXX member and I will be stationed overseas. I feel it is unfair for them to charge me for a service that was not provided. American Express stated that the disputed charges do not qualify for a charge back because I did not meet the criteria. The contract states no refunds will be given for treatment or services once performed. The contract does not state payment made can be used for services the merchant choose to not provide. The information and timeline the merchant has provided AE for support has incorrect information/statements. On the morning of XX/XX/XXXX the doctor communicated with my mother and I in a private room in front of a staff member. During this time of communication the doctor stated he was going to XXXX XXXX XXXX. I was not aware he wanted to XXXX XXXX XXXX and I had not agree to my XXXX XXXX XXXX. The doctor did not say he would not XXXX XXXX XXXX, but instead chose to not perform the XXXX ( canceled ) and left ( prior to XXXX ). After the doctor canceled I left the doctors office and called AE ( at XXXX ) to notified AE of the doctors cancelation, and what had occurred and to addressed return of funds. AE told me to address the return of funds with the merchant/doctor. I returned to the doctors office and addressed the return of funds with the office staff and the staff went and got the doctors wife. She said I canceled and I told her it was the doctor who canceled and she did not change her position regarding who canceled ( she was not present when the doctor canceled ). I made attempts to address matters with his wife and she was resistant and told me/us to leave and said she was calling the Sheriff or police. We left and called XXXX at XXXX in case the wife had not called the law, since we felt we should get evidence of my presence at the doctors office. The XXXX XXXX Sheriff Station responded to the merchants call. The sheriff 's incident report # XXXX has the merchants call coming in at XXXX, our call coming in at XXXX, arrival time at XXXX. Deputy XXXX spoke with us in the the buildings downstairs lobby after they arrived ( XXXX ) and Deputy XXXX went upstairs to speak with the merchant. I have attached copies of our phone records that show : On XX/XX/XXXX a call from my phone to AE at XXXX ( 24 min ). This is the time I made the call to AE to notify AE that the doctor had canceled and to addressed charges. On XX/XX/XXXX calls from my Mothers phone : to AE at XXXX ( 6 min ), to XXXX at XXXX and to AE at XXXX ( 50 min ). Neither I nor my mother were with the doctor after XXXX on XX/XX/XXXX as has been presented by the merchant in their statement to AE. The merchants statement states 3 different timelines for performing the XXXX : 3 hours ( paragraph ), 2.5 ( paragraph ) and 1.5 hours ( paragraph [ after XXXX and before other patients appointments { XXXX } ] ). AE has stated they are sending the documentation submitted by the doctor, which I have not received. The only merchant response documentation I have received is the document that was sent to my mother via email ( sent to her from XXXX XXXX via email on XX/XX/XXXX ). I have presented in this statement what occurred and the contract does state the doctor can be paid under these conditions. AE says they can't force the doctor to refund the funds and that they don't have jurisdiction to not pay the doctor ( why? )
Company Response: Closed with explanation

Timely Response

2018-03-01

San Francisco, CA

Closing your account

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

Company closed your account
Complaint: I have been an American Express card Holder for 11 years, recently I had a situation occur where I made a clerical error in linking my Business card to an inactive checking account because I mixed up my account numbers. This caused several returned payments to American express. However, when this happened Amex would contact me and I would make my payment to them over the phone still paying the account on time and as agreed. There was some confusion at my bank and I couldn't figure out why payments were being returned. However despite this issue I always paid the account as agreed on time. Without any warning Amex closed not only my business card account but my personal card account as well even though my personal card was in perfect payment standing. They did this without notifying me properly. When I called customer service I was routed to an office in XXXX, where there were language and cultural barriers that greatly hindered any resolution to the problem and they refused to help me. When I asked what was going on they said my accounts were flagged by an " algorithm '' and automatically closed because of returned payments. After being a loyal customer for 11 years and paying my card on time as agreed despite a small clerical error. I expect superior customer service and humans that can think and reason to address issues created by XXXX " Algorithms ''. Further when I asked why my personal account was closed too they had no viable answer.
Company Response: Closed with explanation

Timely Response

2018-03-01

Arco, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I received a financial aid stipend on XX/XX/18. On XX/XX/18 my card was charged {$1600.00} from XXXX. I have never signed up for a XXXX account. On XX/XX/18, I opened up a dispute with Amex Serve. I sent in a police report, and a declaration of fraud form. On XX/XX/18, I received an email from Amex Serve saying they're denying the dispute and when I called, they're unable to give me a specific reason as to why the dispute was denied. They're just saying there was no error.
Company Response: Closed with explanation

Timely Response

2018-03-01

Brooklyn, 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

2018-03-01

Canoga Park, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-03-01

Seattle, WA

Other features, terms, or problems

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

Other problem
Complaint: American Express is exploiting flaws in the CFPB Process. The complaints are supposed to be reviewed in 15-60 days. American Express insetad responds immediately that " they are investigating '' and closing the complaint without providing their final response. Because CFPB automatically closes out the complaint once the company responds, it allows complaints to be closed with no substantive response from the business. In one case American Express closed a complaint 2 days after being filed with this tactic. They never responded with the outcome of their investigation. Given that CFPB gives 60 days for a company to respond, their is no reason to respond within 2 days that they are investigating other than to show they are timely responding and forcing the customer to give feedback before the investigation is complete. This leads to the second part of American Express exploiting flaws in the CFPB Process. CFPB reports that another complaint can be given on this issue of closing out the complaint without providing an actual response. American Express responds to that complaint as a duplicate and allows it to be closed without actually responding. This duplicate status marked by the company, does not even give the customer the ability to provide feedback to the duplicate status. So a company can never respond, and allow no further complaints to CFPB with this strategy.
Company Response: Closed with explanation

Timely Response

2018-03-01

Birch Run, MI

Incorrect information on your report

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

Information belongs to someone else
Complaint: I worked for a company that had a company account. The company went out of business in in XX/XX/XXXX. I had a company card, and the account was with American Express. There is absolutely no contract between myself and American express. In XX/XX/XXXX, they assigned the company debt of approximately {$15000.00} to by personal credit score. I spent the next three months trying to get them to assist, consistently I was transferred, put on hold and hung up on spending more than 40 hours on the phone. Finally, I disputed this 6 times through XXXX. American express rubber stamps that it is accurate and they won't assist. I call them multiple times, they say they no longer have my account and can not help. They indicate its been moved to national credit collections agency. I have spent over 8 hours on the phone with the XXXX XXXX XXXX XXXX. They have offered to let me buy them out at a XXXX to have it removed. I told them I would pay that to get out of this horrible nightmare, but I wanted to see the contract between Myself and American Express. Three times they sent me the card holder terms and conditions, but no contract between myself and American Express. I'm trying to avoid getting a lawyer and spending more money, so XXXX personnel told me I could contact you on this false negative credit issue. I had a XXXX credit score, and have never missed a payment in 20 years. I now have a XXXX score, and couldn't even finance a car. FINALLY, THE ACCOUNT THEY INCORRECTLY ASSIGNED TO ME WAS OPEN FOR YEARS. IT SHOWS NO HISTORY IN MY CREDIT REPORT EXCEPT WHEN THE SENT IT TO COLLECTIONS IN XX/XX/XXXX. Per the company accountant, this account was in good standing for a long period of time before they assigned it to me personally. Please help!
Company Response: Closed with explanation

Timely Response

2018-03-01

Alexandria, VA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-03-01

Sacramento, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I was working for a Massachusetts XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MA XXXX XXXX, when i was provided a credit card issued by American Express by owners of XXXX to use for buying for XXXX. This XXXX defaulted some last bill. I was contacted instead of XXXX owners and forced to pay and settle as it was reflecting on my credit report. My repeated requests are not entertained or responded till date that I don't own this debt personally and this should be removed from my credit.
Company Response: Closed with explanation

Timely Response

2018-03-01

NJ

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: I have been with american express for years. on tues of this week i called to ask about point redemption for my every day card was told i could get a statement credit. whichis what i want. I called on Wed was told this was not right that i do not have a qualifying purchase. She did not explain. i got disconnected i called back. this is all my time. Today i am told i can only get a gift card. this is after the CS rep tells me i do not have enough points to do anything which was incorrect. Bottom line my time is wasted and i am more confused than before. its not worth using this card then so many different answers. being disconnected and then i still have nothing. please do something for my time lost and confusion caused you would want if you were me. but over ; all the promo program is not beneficial to me
Company Response: Closed with explanation

Timely Response

2018-03-01

Lannon, WI

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

2018-03-01

Bay Terrace, 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 explanation

Timely Response

2018-03-01

San Antonio, TX

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

Timely Response

2018-02-28

Houghton, 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 explanation

Timely Response

2018-02-28

Watkins, CO

Incorrect information on your report

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

Account status incorrect
Complaint: We recently applied for credit for our small business. We were declined with the explanation that American Express card reported that they had to close our account and write off the balance due of several thousand dollars in the latter part of XX/XX/XXXX due to lack of payment. This is simply not true. We were admittedly running slow on payments due to business challenges, but we made payments of at least {$100.00} per month to show AMEX that we were at least trying and would do all we could we could to pay down the balance. A payment of approximately {$3700.00} was made by us to AMEX in XX/XX/XXXX which paid off the full balance. We have bank records to prove this. The AMEX account was closed, and we thought that was the end of the issue. We had no idea that AMEX reported to credit agencies that they allegedly had to do a write off. We immediately contacted AMEX via phone to advise of the issue. That started a frustrating series of phone calls, being told that we had to call a certain department, only to be told by that department to call someone else, and then someone else, and so on. The request that we made of AMEX is to please immediately update credit reporting agencies that the account was paid by us in full, and that they did NOT have to do a write-off. Our goal is to restore our good credit. If for whatever reason they don't feel they can correct their error with reporting agencies, then we would expect a refund of the funds that we paid to AMEX. But, we don't feel AMEX can have it both ways- keep our money AND incorrectly tell reporting agencies that we defaulted. Thanks in advance for your help CFPB. We would have preferred to have just worked this directly with AMEX, but they show no interest whatsoever in working with us. We come to you as a last resort to achieve a fair resolution.
Company Response: Closed with explanation

Timely Response

2018-02-28

Winton, CA

Fees or interest

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

Charged too much interest
Complaint: XXXX-Balance transf {$6600.00} XX/XX/XXXX. Trans fee {$200.00} XX/XX/XXXX int charge {$46.00} XXXX called AMEX..was a blance transf with no interest. They will take care of it. Rec letter dated XXXXthey are working on it. XX/XX/XXXX Int charge {$81.00} XXXX called and spoke to XXXX. She sees I called before. They are still working on it. XX/XX/XXXX Int charge {$82.00} XX/XX/XXXX called and spoke to XXXX. Put on hold. She spoke to supervisor and got authorization to process adjustment of {$200.00} Didnt see the adjustment so on XX/XX/XXXX called and spoke to XXXX.he told me they are working on it. I asked to speak to a supervisor. I talked to XXXX and again explained it should be an easy fix. My statement shows the {$6600.00} as a purchase not a balance transfer. She said management is aware of the problem. I asked to speak to management. She put me on hold and came back and said they werent available but could call me back. After a 27 minute call with no results, I said no thanks. XX/XX/XXXX Int charge {$73.00}
Company Response: Closed with explanation

Timely Response