AMERICAN EXPRESS COMPANY

2018-02-06

Brooklyn, NY

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-02-06

Flushing, 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

2018-02-06

Queens, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX, I was approved for the Amex Gold Delta Skymiles ( " Gold '' ) and Amex Platinum Delta Skymiles ( " Platinum '' ) cards. The Gold card had a XXXX points bonus for spending {$3000.00} and the Platinum card had a XXXX points bonus for spending {$3000.00}, both within the first 3 months. The terms and conditions stated that the bonus would be awarded within 6 weeks of hitting the spend threshold. I hit the bonus threshold for the Gold card on XX/XX/XXXX and on XX/XX/XXXX for the Platinum card. I called American Express a couple of weeks after I had hit the bonus thresholds and they told me that if the bonus did not post automatically after 6 weeks from the date that I hit the threshold, I should call back and the points would be manually applied to my account immediately. Six weeks later, the bonuses had not posted to my account. I called American Express on XX/XX/XXXX and spoke to a manager named XXXX, Operator ID XXXX. XXXX told me that she saw that I should've been awarded both bonuses ( a total of XXXX points ) and that she was manually posting them to my account, and that I would see the point within 24-72 hours. The points never posted. On XX/XX/XXXX, I called American Express back and told them that the points never posted even though XXXX told me that they would post within 24-72 hours on XX/XX/XXXX. The manager that I spoke to said that there was nothing that she could do, and that I would have to just wait to see if the points would post by itself. I requested that she coordinate a call back from XXXX so that I can ask her why my points didn't post even though she told me that they would within 24-72 hours, and she said that she would reach out to her and that XXXX would call me back within 2-3 business days. XXXX never called me. On XX/XX/XXXX, I called American Express and again spoke to a supervisor requesting that my points be manually awarded. This supervisor again acknowledged that I should have been awarded the points, but said that " there was nothing that he could do about it. '' This supervisor also told me that I just need to be " patient '' and wait and see if the points post by itself and that there was nothing additional that he could do for me. I asked why XXXX had never called me back and he said that he didn't know and that he would put in another request that she call me. He assured me that this time, she would call me within 2-3 business days at the most and that he was also putting in a separate request that someone higher up at American Express would be calling me within 2-3 days as well to discuss the issue and offer a resolution. Today is XX/XX/XXXX and I have still not received the bonus points for either card and I have heard absolutely nothing from XXXX or anyone else at American Express. It's been over three months since I hit the spend threshold and over a month since I was told that the XXXX bonus points would be manually added to my account. Regular representatives and supervisors at American Express are refusing to assist me, offer no explanation, and have essentially told me to jump in a lake even though they've all acknowledged that I should have received the bonus. American Express ' actions have been dishonest, unethical and they have expressly breached the terms of the card agreement that I entered into with them when I applied for the card. I have spent over 6 hours on the phone with American Express trying to resolve this in a calm and peaceful manner to no avail. I respectfully request that the CFPB reach out to American Express on my behalf to request that they correct this injustice and award me the bonus points that I deserve. Thank You
Company Response: Closed with monetary relief

Timely Response

2018-02-06

Fishers, IN

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

2018-02-06

Aurora, UT

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 signed up for a promotion with American Express to add additional authorized users to my account in XX/XX/XXXX. The promotion was to award XXXX Starwood points after meeting an additional spending requirement within three months. I added four additional authorized users and each met the minimum spending requirements. American Express only awarded the points for one of the authorized users. I contacted American Express around XX/XX/XXXX and they confirmed that I had met with requirements and would post the points within two weeks. After more than two weeks the points were still not posted. I contacted American Express again but was given the same story and that the customer service rep would not resolve the problem.
Company Response: Closed with explanation

Timely Response

2018-02-06

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 explanation

Timely Response

2018-02-06

MO

Closing your account

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

Can't close your account
Complaint: XXXX XXXX XXXX XXXX card I had was discontinued and transferred to American Express whom I do not wish to do business with. I am told I need to cancel an American Express card account which was opened in my name but I do not believe I should have to cancel an account I never requested. I asked XXXX for a copy of my cardholder agreement which gives them the right to transfer my XXXX credit card to American Express without my consent and they would not supply it. I believe this is a violation of Fair Credit laws and is no different than XXXX XXXX opening accounts which consumers did not request.
Company Response: Closed with explanation

Timely Response

2018-02-06

Point Arena Air Force Statio, 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 or about XXXX of 2017 we XXXX vacation trip with XXXX XXXX. XXXX XXXX is an online travel agency. They lured us under false pretenses and purchasing a vacation package only after did they charge us did they explain to us their refund policy which was no refund at all under any circumstances at any time. Also went to their website which does not have their vacation refund policy posted anywhere. Contacted my credit card company American Express, American Express is ruling in favor of them despite the fact that XXXX XXXX offered to partially credit my account. American Express has advised me to dispute this process and this charge which I have done now 13 times and they keep coming back telling me that I owe the money. I asked them if they felt that it was morally and ethically correct to be charged for something in the capacity that I was and they will not provide a clear end definitive answer. Been a customer with them for 15 years with impeccable payment history
Company Response: Closed with explanation

Timely Response

2018-02-06

FL

Fees or interest

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

Charged too much interest
Complaint: At the beginning of XX/XX/XXXX, I owed American Express {$22000.00}. During the year, I paid {$6200.00}. At the end of XX/XX/XXXX, I still owe {$19000.00} due to their high interest rates and their penalty fees. They lowered my credit limit to {$18000.00} although I never charged more than my original credit limit. They have collected {$2600.00} in interest and $ XXXX in fees, making their total for the year {$3000.00}, which is 48.6 % of the money I paid each month on my account. Because I could not afford to pay the full minimum payment requested some months, American Express termed it a " late payment. '' This misnomer has seriously damaged my credit score, which makes it difficult and expensive for me to borrow the money to pay them off. Is there any law to protect consumers from this practice?
Company Response: Closed with explanation

Timely Response

2018-02-06

Lewisville, TX

Other features, terms, or problems

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

Other problem
Complaint: I recently applied online via the American Express web site for a DELTA RESERVE CREDIT CARD FROM AMERICAN EXPRESS, with an annual fee of {$450.00} USD. Prior to completing and submitting the application and being approved, there was no disclosure of the fact that an additional fee of {$170.00} USD per year is applicable if I wanted my secondary cardholder to have the RESERVE card ( rather than the default PLATINUM card ). This is an important item which should have been clearly disclosed in the Terms & Conditions prior to even getting to the application page. For American Express to make this disclosure only *AFTER* I had already completed the application and *AFTER* I had already been approved as the primary cardholder is misleading, deceptive and dishonest. I called American Express to report this issue and to file a complaint, which was supposedly escalated up the ladder within American Express " for review '' but was shocked that no one would be following up with me directly on this issue. American Express agreed to downgrade the secondary cardholder to Platinum and refund the fee after the fact, but this completely ignores the fact that my decision to apply for the RESERVE card itself was based on the understanding ( due to lack of disclosure ) that there would be no additional fee for the secondary RESERVE cardholder. What recourse do I have? I feel that American Express should be legally required to provide this disclosure PRIOR TO APPLICATION AND PRIOR TO APPROVAL, which was not done in my case. On the basis of this lack of disclosure, I believe that I should get the secondary RESERVE cardholder at no additional cost for each membership year and for as long as I keep the primary RESERVE card account.
Company Response: Closed with explanation

Timely Response

2018-02-06

Midlothian, VA

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

2018-02-06

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 explanation

Timely Response

2018-02-05

Clay, PA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: During the week of XX/XX/2018, I had contacted American Express to enroll in a Payment Program in order to be set on a fixed 5 year plan to pay down the balance on each Account I have with American Express. According to American Express, I was authorized, and at that point, I agreed to start with an initial payment ( and subsequent payments per month for the same amounts ) of {$310.00} for the American Express Everyday card and {$30.00} for the American Express Blue Cash card. Both payments were collected. A few days later, I contacted American Express and was informed that due to a " System Issue '', I was not enrolled in the Payment Program and that they were attempting to collect, yet more debt ( even though I had already satisfied the first Sequence of payment arrangements due to my assumption that I was enrolled in their Payment Program ).
Company Response: Closed with monetary relief

Timely Response

2018-02-05

Clutch City, TX

Trouble using the card

Credit card or prepaid card: Payroll card

Trouble using the card to pay a bill
Company Response: Closed with explanation

Timely Response

2018-02-05

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 reload my money to this before purchasing it says in booklet that comes with the card if any issies with an purchase I was protected, Well I had an issue with a purchased I submitted a dispute with the company I got an email requesting my purchase documents I submitted them online as requested got an email back from the company stating the documents weren't good enough, So I called the company ( Americian Express Serve ) Iasked what proper documents were needed amd why wasnt it acceptable, I haven't gotten an answer the representative stated they will get back to me friday, I explained to the representative you guys said 10 days to see temporary credit and they should be done with the investigation around that time, I havent received anything they've been still stalling giving me alot of excuses this has to be the worst company very disappointed.
Company Response: Closed with explanation

Timely Response

2018-02-05

Clay, PA

Other features, terms, or problems

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

Problem with customer service
Complaint: I have made repeated attempts at speaking with American Express, and on rare occasions I will get a Representative who forwards me to a person who is to be following up with my requests. Either A ) I am hung up on, B ) The person whom I receive mumbles in the background and puts me on hold multiple times, C ) Claims that providing further assistance goes beyond their scope, at which time I'm transferred yet again to another agent, D ) Attempts to collect the same debt more than once occur ( even after the same debt has been satisfied with regards to a Payment Program ). People are losing more faith in American Express as the minutes go by, and now I can see why. If your workers have no desire to follow through with their responsibilities, how do you expect your cardmembers to take your company seriously? It's clear that American Express is a lost company with zero initiative. In addition to this, other cards are used virtually everywhere. American Express, not so much. I won't even challenge American Express with this complaint, because I can already put a wager on little quality and know that will be the outcome. Whoever is in charge of your customer service people is doing a horrible job, because those people all seem to have different definitions of just about everything, and can never be consistent with the information provided to cardmembers, not to mention what your policies state and mean. Just go ahead and listen to the recent " recorded telephone conversations ''. That should give you a better idea of how long I've had to wait on hold, to be hung up on, to be promised this and that, only to get a different person who seems to have no idea what I'm talking about. I thought there were worse companies, but American Express is literally the worst company when it comes to communication. Do with that what you will.
Company Response: Closed with monetary relief

Timely Response

2018-02-05

Williamston, MI

Problem when making payments

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

Problem during payment process
Complaint: I was contacted by an American Express supervisor who, despite being aware of my financial hardship and current situation, continued to press me to make payment arrangements on my past due account. Payments were set up to be deducted via ACH from my XXXX Checking Account. A few days after setting up the arrangement I consulted with a debt relief company who advised me to contact American Express on their recorded line and tell them that I revoked authorization for the payment arrangement and I stated that I was aware that I was on a recorded line and restated that American Express did not have permission to deduct from my account any amounts whatsoever. The first call was on XX/XX/XXXX and then a subsequent contact was made on their website via chat with a representative. I spoke to multiple representatives on XX/XX/XXXX including supervisors and to each one of them I revoked my permission for the previously authorized transaction. Because I was being pressured to make some other type of arrangements I kept stating that the permission was revoked for the transaction and that I was aware of the requirement of recorded calls. The debt relief company worked with me and said they would assist in consolidating and paying down some of my debt, and instructed me to contact American Express and state that permissions were revoked. I contacted my bank and told them the same thing that I revoked authorization. Then I submitted an ACH dispute form to my bank as well for the transaction. In reviewing my checking account on XX/XX/XXXX I noticed there was multiple charges on my account for overdraft fees as well as the {$91.00} payments that were drafted anyway from my account. Now i'm being told by the bank that I need to dispute the charge with American Express and that the fees assessed to my account were appropriate even though I revoked my permission. This is unfair to the consumer because I'm truly undergoing a hardship right now and am trying to take the appropriate remedial actions however the bank and credit card company don't want to take accountability or return the funds and I would have to pay an additional {$32.00} fee for a stop payment on the check but I've already been assessed {$86.00} in fees ( {$32.00} of which was refunded as a " courtesy '' ) on top of the unauthorized {$91.00} charge that hit my account on both occasions despite my revoking authorization. These institutions are supposed to be regulated so that they do not prey on people like this and I don't think its fair that I'm trying to work to consolidate my debt responsibly but in doing so I've incurred more debt and more fees and nobody wants to help me but rather just point the finger at someone else. Well I didn't have any more control over my own money because unfortunately I have to use a bank and they basically told me I was out of luck as far as trying to remedy the situation. Now I'm out the two {$91.00} amounts on top of the 3 {$32.00} fees I was hit with both times they tried to pull the funds which ends up being {$190.00} in fees for two transactions that weren't supposed to post to m y account anyway in an amount that was less than the total fees I've been assessed. Between this and the interest and fees from American Express I'm not sure if I'll ever see my money which I've worked very hard for and have to support a family with.
Company Response: Closed with explanation

Timely Response

2018-02-05

Charlotte, NC

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-02-05

Marysville, WA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2018-02-05

E Brunswick, NJ

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 applied for 2 simply cash credit card from XXXX XXXX XXXX XX/XX/XXXX, based on their online offer ( pic attached ) to earn up to {$200.00} if spend {$5000.00} in the first 6 month and {$200.00} more if we spend {$10000.00}. One card i spent {$11000.00} till today The second card {$10000.00} till today I am now entitled for my cash back reward in both cards. when i called last week XX/XX/XXXX to follow up on my cash back they told me u r not entitled for any since u had old account and u are not new customer. this offer is never advertised for ONLY new customers. not a single line in the details says for ONLY new customers. the XXXX card numbers : XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-02-05

Richmond, VA

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2018-02-05

Occoquan, VA

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 applied and was approved for the American Express XXXX XXXX XXXX Card on XX/XX/2017 ( see exhibit 1 attached ). As part of the offer details, I would receive XXXX XXXX XXXX XXXX after spending {$3000.00} in the first 3 months. After two statement periods, I spent a cumulative {$3300.00}, and paid in full ( see exhibit 2 and 3 attached ). After three statement periods, I spent a cumulative {$7200.00}, and paid in full ( see exhibit 4 attached ). I was also assessed an annual fee of {$75.00}. The {$75.00} is not included in my spend figures noted above. Further, American Express was offering XXXX XXXX XXXX Points for each referral that translated into an approved account opening. I approved both my wife and my brother in law, who both received approval, received the American Express XXXX XXXX XXXX Card, and both earned the XXXX XXXX XXXX Points bonus. I have contacted American Express on numerous occasions, and have received a plethora of varying responses and reasons. A case was opened several weeks ago with no known resolution as of today.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-05

East Rockaway, NY

Fees or interest

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

Problem with fees
Complaint: OnXX/XX/XXXX, I applied for a balance transfer with AMERICAN EXPRESS. OnXX/XX/XXXX a balance transfer in the amount of {$3900.00} + {$110.00} which is 3 % of the balance. The terms are 15 months NO interest. I have been making ON TIME payments for XXXX,XX/XX/XXXX & XX/XX/XXXX With NO additional useage of card, but being charged " finance fee '' each month. I have called each month with NO resolution. They correct for the previous month and it happens AGAIN the following month this has become quite FUSTRATING! The attached statement balance should be {$3100.00} as you can see it ISNT!
Company Response: Closed with explanation

Timely Response

2018-02-05

Las Vegas, NV

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 received my direct deposit on XX/XX/XXXX for {$890.00}. I was notified on XX/XX/XXXX by a text alert that my balance was {$.00} I immediately called American Express Serve and reported the 2 fraudulent transfers {$400.00} & {$490.00} and was told there would be an investigation. I followed up with them and was told i was being declined the reimbursement because of section 15d of the user agreement ( fraudulent activity ) That is what I called to report. I received a check from American Express Serve for {$.00} with a note on the stub saying " Your American Express Serve account is now closed. As you requested. we are providing you with a check for the amount of your available balance. '' I never requested the account be closed I requested my money be returned that was fradulentlly removed. Now when I call customer NO service they have no account to pull up. Please help I litterally lived on peanut butter and jelly and the graciousness of my co workers for 16 days.
Company Response: Closed with explanation

Timely Response

2018-02-05

Las Vegas, NV

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