AMERICAN EXPRESS COMPANY

2018-02-14

Ann Arbor, MI

Fees or interest

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

Unexpected increase in interest rate
Complaint: In XX/XX/XXXX I conducted my annual end-of-the-year assessment of usage of each of my credit cards. At that time, I discovered that I had been paying interest charge of 29.99 % for charges made to my XXXX platinum American Express credit card. In XX/XX/XXXX, I was informed that I was one day late in paying my monthly payment. My assistant, who normally processes my monthly payments, actually was several hours late in making my electronic payment, but that apparently was enough to mandate a late payment fee. In any case, I called the credit card customer service line and, as a result of consistent on time payments, was issued a credit on the late payment fee. As I traditionally have my assistant process my payments because I use this card for business expenses exclusively I was not aware that a 29.99 % interest charge was issued on my balance since XX/XX/XXXX ( she has always read the charges to ensure consistency with my receipts and then issues a payment of whatever amount I ask her to submit ). Upon seeing the interest charge I called the customer service line and reported my concern that when I was issued a credit for the late payment fee no discussion of the increased interest charge was presented to me. The official that I spoke to informed me that the fees charged to me could not be credited. The charges amount to roughly {$850.00}, double what I wouldve been paying under the normal rate of closer to 14 %. I immediately canceled my card. I write to you now to lodge a formal complaint against the XXXX American Express platinum credit card company for their failure to inform me that the waving of the late payment would have no bearing on the exorbitantly increased interest rate. Had the representative been fully informative than I wouldve made a complete payment of my charges at that time and not use the card for the ensuing penalty period. I consider the representatives inability to provide me with this information a manipulative act and I seek a credit of {$420.00}, which would reflect the extra fees imposed upon me during the period of increased interest charges.
Company Response: Closed with explanation

Timely Response

2018-02-14

Palmerton, PA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: I am a small business and when we receive a chargeback from credit cards we investigate all claims. The first one is regarding American Express ( control # XXXX ). Customer called store and asked for refund for three months on XX/XX/XXXX. Customer was refunded and shows a refund of three months for {$64.00} each on XX/XX/XXXX. The same day the customer disputed the charge through American Express on XX/XX/XXXX. American Express immediately debited my account without seeing in their records this customer was refunded 3 times. After speaking with XXXX ( my credit card processor ) regarding this case ( CHARTS # XXXX ) and American Express case ( XXXX ) they can see this customer XXXX XXXX ( last 4 digits of CC XXXX ) was now refunded 1 extra time ( for a total of 4 ) and there is no way to get the money back to me. Both XXXX and American Express and pointing fingers at each other and won't refund my money. My second is in regards to XXXX credit card fraudulently keeping money. Customer stated she cancelled charge and disputed it XX/XX/XXXX. XXXX sent me case ( XXXX XXXX ). I disputed case stating customer used the service. I spoke to customer and she sent me proof that she recognized the charge and withdrew the chargeback XX/XX/XXXX. I sent this addition information and I have still not received the money back for this transaction. XXXX denied the chargeback and customer was charged for this on her account ( CC last 4 digits XXXX ), XXXX is keeping money that is not theirs to keep. My third example is outright customer fraud on us. Customer disputed charges to credit card on XX/XX/XXXX for a charge that occurred XX/XX/XXXX. The vantiv charts # XXXX. Customer stated reason was " cancelation of reoccurring transaction ''. I faxed signed credit card receipt and said there is no cancellation, customer came in and received service and used her credit card for the service. I included prior months of signed credit card receipts ( that customer did not dispute ) showing signatures matched. Credit card company sided with customer even though we had signed receipts, XXXX XXXX proof transaction was valid, and her description of the incident as " cancellation '' did not make sense. XXXX told us to file a complaint with the police department. In this case the customer just disputed to get free services
Company Response: Closed with explanation

Timely Response

2018-02-14

Swarthmore, 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
Complaint: In XX/XX/XXXX/XX/XX/XXXX I applied for online offer ( see attachment # 1 ) from American Express for an AMEX SPG credit card that would reward you with XXXX SPG ( Starwod Preferred Guest ) ponts, if you spent {$3000.00} within the first 3 months and an additional XXXX SPG points if you spent an additional {$2000.00} within the first 6 months. My application was approved and I was issued an SPG AMEX card ending in # XXXX. I did spend {$5000.00} within the first 6 months as advertised and I called AMEX to find out when I would receive my XXXX SPG bonus points? The AMEX rep advised that I needed to wait another 1-2 billing periods. I called back again in XX/XX/XXXX and was advised that I did not qualify for the promotion because I had an AMEX card 3 years before. On XX/XX/XXXX, I sent an email to the CEO of AMEX, XXXX XXXX, ( attachment # 2 ), explaining my disappointment with the marketing of the AMEX SPG card, as AMEX had all the information on my prior AMEX cards before approving my application for this offer, so I assumed I was approved for the AMEX card and the offer. If I had not been approved for this card, I could have applied for an AMEX SPG Business card or to a competitor 's promotional offer, rather than spending {$5000.00} with AMEX. I received a response from XXXX XXXX 's office ( attachment # 4 ) echoing the explanation given by the AMEX rep. On XX/XX/XXXX ( attachment # 3 ), I sent another email to XXXX XXXX ( Assistant to XXXX XXXX ) of AMEX, detailing why I felt that offer was deceptive or misleading and deprived me of fulfilling a promotional offer from another credit card company and AMEX 's email repeated the same response as their prior email ( Att. # 4 ) I then forwarded my complaint to the Consumer Protection Bureau of the PA Attorney General 's Office ( attachment # 5 ) .and in XX/XX/XXXX I was advised they could not resolve my complaint with AMEX ( attachment # 6 ).
Company Response: Closed with explanation

Timely Response

2018-02-14

WI

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: American Express Debt Collector XXXX XXXX XXXX. Called me numerous times at work. The following times that the company called me at work are as follows. XXXX, XX/XX/, XX/XX/, XX/XX/ and many more times. I can not receive during my work hours. The debt collector continued to stay on the phone and would not get off the phone. My job here at work is to answer calls from patients, doctors, nurses. This phone call from the debt collector ties up the phone so I can not do my job.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-14

Watkins, CO

Fees or interest

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

Charged too much interest
Complaint: I have been charged interest on my 0 % APR card for the 3rd month in a row. I submitted a claim for the first two months : XXXX The issue has not been resolved.
Company Response: Closed with explanation

Timely Response

2018-02-14

Flint, MI

Getting a credit card

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

Sent card you never applied for
Complaint: American Express Blue Cash Everyday card was opened in my wife 's name and an extra card was requested in my name. Instead of opening one account as we thought we were American Express was actually opening two separate credit accounts. They did this under the guise of it being one account but it clearly was not. This is fraudulent behavior on par with what XXXX XXXX did.
Company Response: Closed with explanation

Timely Response

2018-02-14

Maiden Rock, WI

Fees or interest

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

Charged too much interest
Complaint: I received an offer from American Express XXXX XXXX XXXX, 0 % introductory APR through billing period that ends in XX/XX/XXXX on balance transfers. Since opening the card in XX/XX/XXXX I have been charged interest on this transfer amount every month. Over the last four billing cycles I have been charge {$210.00} interest on a card that offered 0 % APR until XX/XX/XXXX. I have contacted American Express on five separate occasions, each time they tell me they are aware of the problem and it will be corrected. It has not been corrected, I am still being charged interest and no credit for the interest has been added to my account. I think they are defrauding me.
Company Response: Closed with explanation

Timely Response

2018-02-14

LA

Getting a credit card

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

Application denied
Complaint: On XX/XX/XXXX I applied for an American Express Credit Card online. I was declined approval, and because I could not get the credit some bad things happened that I will not elaborate on because I want to keep this explanation brief. I received the reason for denial letter about XX/XX/XXXX. It said that American Express obtained an XXXX Credit report on me and the risk score was not available due to report of deceased status, and 4 other things. I called Amex and confirmed this. I wrote American Express a letter telling them I was not dead, and requested more information in early XX/XX/XXXX, and they never provided my any information the just sent me a {$30000.00} limit gold card. I began litigating a Civil Suit against XXXX and they investigated, and re-investigated and could not find any indication of Amex pulling a credit report on me during that time period, nor could they find a deceased notation. There is no indication at this point that XXXX did anything wrong. I wrote 2 more letters to American Express, and they refuse to provide me with any explanation as to what happened. I feel like American Express may have done something improper, and that is how I am going to interpret their silence on this issue.
Company Response: Closed with explanation

Timely Response

2018-02-14

Dearborn Heights, MI

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-02-14

East Rockaway, NY

Getting a credit card

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

Problem getting a working replacement card
Complaint: I was declined the American Express Green Charge Card.
Company Response: Closed with explanation

Timely Response

2018-02-14

DC

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Complaint: American Express Serve has repeatedly placed all refunds on a review hold for review. I called them regarding this and they stated that its policy that is done to protect the customer. I find this to be outrageous. I purchased something then returned it, now you hold my money. No other credit card company does this. Once a return comes into your account its to be available to the account. I have included the transaction that is in question Transaction in question : XX/XX/ Merchant Credit Hold for Review - XXXX XXXX XXXX PROCESSING - {$31.00} Completed Transactions XX/XX/2018 Store Return XXXX XXXX XXXX + {$31.00} Original transaction Store Purchase XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, VA SHOPPING Edit - {$36.00} XX/XX/2018 Transaction ID : XXXX
Company Response: Closed with explanation

Timely Response

2018-02-14

Baltimore, MD

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

2018-02-14

Yukon, OK

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-02-14

Cleveland, OH

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2018-02-13

Santa Ysabel, 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: I made purchases using American Expresses Blue for Business card. The marketing and online user interface communicate the option to use rewards points to make payments on " eligible purchases ''. Throughout my three year history, I attempted to " Use Points for Charges '' on their online system and received various restrictions and denies to use this advertised service. The system reported, various statements like : " There are no eligible charges for the time period you selected ''. Other times, the system said " The service is currently unavailable we're sorry for any inconvenience ''. When I called customer service to ask them to apply some of my available rewards points to my current remaining balance of {$13.00}, they said, " There are no eligible purchases to use points ''. They said this remaining balance is based on interest charges and you can't use points to make payments on this type of " charge ''. They chose to not retroactively adjust my account based on my previously paid eligible charges during my previous attempts to use the points for payments on the charge. They claimed no responsibility for the failed system online during the periods when the system should have allowed me to make payments using my existing rewards points. They showed no effort or acknowledgement that their system repeatedly failed to honor their rewards agreement. Additionally, when they market to the public : " Use Points to Make Payments '' they mislead them by not providing conditions of use statements with their advertisement. Within the terms they make clarifying comments like, " eligible purchases ''. In real life, their online system makes repeated failures during the appropriate condition for utilizing rewards for " eligible purchases ''. And, they communicate no intent to correct for system failures. Instead of honoring their agreement and acknowledging my past eligible purchases and attempts to use my rewards to make payments on my balance ; they denied responsibility for their online system performance and failed to honor the agreement of their terms. System logs will show when users experience error problems while logged in their account ; so, they are able to verify my actions. They showed no effort in attempting to consider my previous action and to make right on their terms of our agreement. This company blatantly misleads people to believe their " Charge '' is the same as their " Charges '' for " Eligible Purchases ''. This bait and switch tactic is unethical and not a fair business practice.
Company Response: Closed with explanation

Timely Response

2018-02-13

Omaha, NE

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 opened a credit card with American Express in XX/XX/2017. It had a promotional offer that a bonus would be paid if {$1000.00} was spent on the card within the first 3 billing cycles. The terms stated that a cardholder was only eligible for the bonus one time on that card. Several years ago I had a separate American Express card, what I believe to be a different product with different terms. I spent over {$1000.00} on my current card, but was told that I had signed up previously for this card and they would not honor the terms of the promotion. I did not know when I signed up for the card that they did not find me eligible for the promotion. I received a letter in the mail saying I was eligible for the offer. If I was not eligible why were they sending me mail. I thought that by receiving the offer that I was eligible.
Company Response: Closed with explanation

Timely Response

2018-02-13

Conroe, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2018-02-13

Houston, TX

Other features, terms, or problems

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

Problem with balance transfer
Complaint: When i requested a transfer of a merchant credit from 1 american express card to another, bank made a mistake and withdrew over {$900.00} from my account without notifying me or obtaining my authorization.
Company Response: Closed with explanation

Timely Response

2018-02-13

Northside, NC

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: XX/XX/2018 my son called American Express to get the address where I could send a letter requesting the company to cease and desist contacting me regarding my debt as provided under the Fair Debit Collection Practices Act formally known as and codified under 15 USCA 1692 ( a-p. ) The representative handling me ( XXXX, employee XXXX ) and his superior ( XXXX employee XXXX ) in the XXXX call center refused to provide this information.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-13

Brooklyn, 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
Company Response: Closed with explanation

Timely Response

2018-02-13

Safety Harbor, FL

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

2018-02-13

Palos Park, IL

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response

2018-02-13

San Jose, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with non-monetary relief

Timely Response

2018-02-13

Brooklyn, NY

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Fees charged for closing account
Company Response: Closed with explanation

Timely Response

2018-02-13

Glendale, CO

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