AMERICAN EXPRESS COMPANY

2018-02-04

Odell, OR

Fees or interest

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

Charged too much interest
Complaint: In XX/XX/XXXX, I obtained an American Express " Blue Cash Everyday '' credit card with a 15 month introductory 0 % APR interest rate for balance transfers and all purchases. I transferred a balance of {$3700.00} from another card, which went through on XX/XX/XXXX. I also used the card to make one purchase on XX/XX/XXXX for {$87.00}. When I received my first billing statement, I was dismayed to see I was being charged {$36.00} in interest for allegedly {$1800.00} in purchases under " Balance Subject to Interest Rate '' " Purchases '' in the " Interest Charge Calculation '' section on the billing statement. My balance transfer of was also erroneously listed in that section under " Balance Subject to Interest Rate '' as {$56.00}, instead of the actual amount of {$3700.00}. These numbers are erroneous in numerous ways : they don't add up with the purchase I made ( there are not {$1800.00} in purchases itemized on the statement, only the one for {$87.00} ), none of my purchases should be charged interest until after the introductory period is up on XX/XX/XXXX, and the incorrect balance transfer amount listed in the " Interest Charge Calculation '' section. These are random amounts without any reason behind them. I contacted American Express ' customer service after viewing this statement, to ask why I was being charged interest during the introductory rate period and the random amounts listed on my statement. I was told this was definitely a billing mistake on their end, and they would fix it. I felt this would get taken care of and would be reversed on my next billing statement. I then viewed the XX/XX/XXXX billing statement, where not only was nothing fixed or reversed, but I was being charged {$98.00} in interest for " Purchases '' of {$3800.00}. My statement lists {$390.00} in itemized purchases during that period. The balance transfer amount is now listed as {$110.00}, and my " Introductory Purchase '' amount is {$110.00}. Again, completely random amounts that don't make sense. I called their customer service line once again, and was told they were " aware of the issue '' with my account, and my account was " heavily notated '', and they were " working on it ''. Feeling less optimistic about a resolution, I decided to stop using my AmEx card for any more purchases. Now, after viewing my XX/XX/XXXX billing statement, I see once again nothing has been fixed or credited to my account ( assuming my payments are going first towards the erroneously charged interest instead of the principal ), and I'm still being charged interest for " purchase '' amounts I did not make, which is {$83.00} for allegedly {$3800.00} in purchases not itemized on the statement. I have decided to take the step of filing a complaint with the CFPB at this point, because I feel the company has had plenty of time to fix this issue going back to XX/XX/XXXX, and doesn't care they are committing consumer fraud by refusing to fix their billing issues. In summary, I have been charged {$130.00} in interest from XX/XX/XXXX, and {$83.00} so far in XX/XX/XXXX, for a total of {$210.00} I should not have been charged per the 0 % interest for 15 months agreement I signed up for.
Company Response: Closed with explanation

Timely Response

2018-02-04

San Jose, 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
Company Response: Closed with explanation

Timely Response

2018-02-04

Bohemia, 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: My complaint is against American Express with my XXXX rewards credit card. I verified with an agent that I had made enough purchases to qualify for an additional XXXX points and an elite status. When I did not receive the points I called on XX/XX/XXXX and was promised by the supervisor XXXX from XXXX for this to be updated and my points and status to be changed due to inaccurate information given to me by the agent. I made {$50000.00} in purchases but the agent failed to tell me that I needed to make an additional {$23.00} dollars in purchases as they deduct the credit card fee. I spoke to XXXX in Florida and he promised to adjust this. Nothing has happened.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-03

Boston, MA

Getting a credit card

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

Problem getting a working replacement card
Complaint: I applied for the AMEX Premier Rewards Gold card on XX/XX/2018 and was assured delivery by the following Monday. When the card did not arrive, I called AMEX to inquire about the delayed delivery. Because the card did not arrive on time, AMEX agreed to send me a " replacement '' card. However, the replacement was for a completely different card -- my XXXX credit card. As soon as I caught this error, I called AMEX to rectify it. However, instead of sending me the correct card -- my Premier Rewards Gold Card -- I was incorrectly sent a second XXXX replacement card. This week I've called AMEX and their shipping partner, XXXX, roughly 20 times to sort this out. In the process, I've been mailed three incorrect replacement cards and have been provided with at least five different arrival dates for my new credit card. This delay has inhibited me form taking full and fair advantage of my new cards introductory offer which which requires that I spend {$2000.00} within the first 90 days of account opening. Additionally, I NEVER authorized any of the three replacement cards that were sent to me. I specifically requested that I receive my Premier Rewards Gold card each time I called, and never asked for my delta card to be replaced.
Company Response: Closed with explanation

Timely Response

2018-02-03

Garrett Park, MD

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/2017 American Express Advertised to me, a new XXXX credit card that offered XXXX XXXX miles as a signup bonus ( after spending up to a certain amount ). The terms stated that someone who'd already had this card was ineligible to receive the sign up bonus. I could not remember if I'd had this card before, so i contacted Amex to ask them. The representative I chatted with asked me to wait while he checked all my accounts. He came back and told me that I'd not had the card, and confirmed that I was eligible for the sign up bonus. With this information, I decided to apply for the card. If I had found out I was not eligible to receive the bonus, I obviously would *not* have applied for the card. I applied for the card and reached the spending threshold but my miles never arrived. I reached out to Amex and eventually found out that I didn't receive the miles because I did have that card years before. I explained to them that I'd specifically asked them if I'd had the card, and if I was eligible for the bonus, and the answer given said specifically that I WAS eligible. They were not willing to understand that they should still award the miles, or that it would be unethical to punish me because THEY gave me false information. They claimed to launch a " back end '' investigation, and every time I checked in there was no information. They told me the max time would be 8 weeks. However, 9 weeks after opening the investigation, when I contacted the rep still had no information ... and depsite me saying over and over that I had a screenshot of the chat with the Amex rep, no one at amex would even let me show them. They should be required to deliver the miles they owe, and not be permitted to trick me into applying for their credit cards. Their customer service issues are also almost unimaginable ... but that's probably not within the scope of the CFPB.
Company Response: Closed with explanation

Timely Response

2018-02-03

Tucson, AZ

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: Product : American express Premier Rewards Gold card Date Opened : XX/XX/XXXX Promotional offer : XXXX Membership Rewards points after {$2000.00} in spending within the first 3 months. Date Spending completed : XX/XX/XXXX. Online chat with American Express Chat Rep " XXXX '' and " XXXX '' XX/XX/XXXX after points not credited. Confirmed offer was applied to this application and account. Was told investigation would be opened with maximum of 8 weeks for resolution. {$10.00} credit for inconvenience was offered and accepted, however was not credited. After 8 weeks, points still not credited. Online chat with " XXXX '' and " XXXX '' XX/XX/XXXX. Per this conversation investigation is still ongoing with no date of resolution. {$10.00} credit still not applied. Uses phrases such as " no comment '' and " can not provide further information. ''
Company Response: Closed with monetary relief

Timely Response

2018-02-03

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
Complaint: A merchant credited my account for services that they did not provide. The credit appeared on my account. On XX/XX/XXXX American Express issued a refund check for the credit and posted it to my account resulting in a XXXX balance. On XX/XX/XXXX they posted the same refund for a second time resulting in a positive balance. On 7 separate occasions I have contacted American Express asking that they correct the problem from the duplicated credit to my account. on each of those 7 occasions American express told me they would correct the problem and that a XXXX balance would be on my account. They have yet to correct the problem. they have now started to charge late fees and have started calling me on my home phone. Each time they admit their mistake and remove the late fees admitting they have made a mistake, but have yet to correct their original mistake.
Company Response: Closed with monetary relief

Timely Response

2018-02-03

Lake Balboa, CA

Fees or interest

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

Charged too much interest
Company Response: Closed with monetary relief

Timely Response

2018-02-02

Jersey City, NJ

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

2018-02-02

Moorpark, 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 explanation

Timely Response

2018-02-02

Superstition Mtn, AZ

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2018-02-02

Brooklyn, NY

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

2018-02-02

Atlanta, GA

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

2018-02-02

Houston, TX

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with non-monetary relief

Timely Response

2018-02-02

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: Amex platinum delta credit card has a refer a friend program where if you refer someone and they get approved, you are entitled to receive XXXX bonus miles. Back in the first week of XX/XX/XXXX ( Amex has the exact date ) i referred my wife by sending her the link provided from americanexpress.com in the email. She clicked on the link and applied for the card, she was approved right away. Couple of days went by and i did not see the referral miles show up in my account. I called Amex and they said it takes about 6 to 8 weeks. I called multiple times after a few weeks and then was told the same story. After a while, i decided to open up a complaint with Amex about this issue and escalate it. They opened the complaint ( Amex has the exact date ). Ever since then i have been calling Amex and they are saying that they are still reviewing, It has been since XX/XX/XXXX that i have been calling Amex and they have not issued what i am entitled for. To everyone who is reading this, i have been a member of Amex since XX/XX/XXXX and i urge you to stop your business with Amex as at this point they are in the very shady business.
Company Response: Closed with explanation

Timely Response

2018-02-02

Coon Rapids, MN

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

2018-02-01

IL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: American Express They committed wire fraud, which is a felony. I don't expect anything ever to come of it because nothing ever does and the consumer keeps getting XXXX over. In short. I had a small business credit card dating back to the beginning of the ongoing crisis. They promised me if I paid off the card, I would get a new card and all my considerable reward points. The problem became clear when I discovered XXXX XXXX is actually outsourced to XXXX XXXX firms who lie and cheat and do whatever they can. Including sending letters under false letterheads. In any event, I paid it off, and XXXX is denying everything. They are XXXX XXXX XXXX XXXX. Here is the sad part. I know nothing is going to come of it. They act with impunity and the fact that we bailed out these miserable XXXX only further emboldens them.
Company Response: Closed with explanation

Timely Response

2018-02-01

Longmont, CO

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2018-02-01

Richmond, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-02-01

Alpharetta, GA

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

2018-02-01

Houston, TX

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: On the XX/XX/XXXX, an American Express account manager contacted me around XXXX that night asking me to make a payment on my account! I had another week and a half before my payment was due ( the XX/XX/XXXX ). I had never been late or missed a payment before! In fact, I have been with American Express for 30 years! Meanwhile, he began telling me that based on their calculations I was not utilizing my credit enough and in order to continue to maintain my XXXX XXXX Card I need to make an early payment so that he can keep my account in good standing. At that point, I began explaining to him that American Express is not accepted by many merchants, which makes it difficult to use and that the annually fees are outrageous especially since I cant hardly utilize the card! Also, I told him that I dont give my banking informaton over the phone! After speaking with him a while he told me that he was reviewing my account and that in order to in good standing I needed to make a payment ahead of time so that it looks good on my account. At that point I was so confused, we continued to go back and forth! I told him that since I was not familiar with their policy I was gon na contact XXXX XXXX myself and make a payment! In good faith, i immediately contacted American Express and made two payments on both of my accounts! Afterwards, American Express decreased my credit limit! In my opinion, American Express is exhibiting unfair credit practices!
Company Response: Closed with explanation

Timely Response

2018-02-01

Audubon, PA

Managing an account

Checking or savings account: Savings account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-02-01

Brooklyn, NY

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-02-01

Bloomfield, NJ

Other features, terms, or problems

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

Other problem
Company Response: Closed with monetary relief

Timely Response

2018-02-01

Klein, TX

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