AMERICAN EXPRESS COMPANY
Consumer Complaints
There are over 15403 complaints on file for AMERICAN EXPRESS COMPANY. Dated between 2019-12-13 and 2011-12-01.
Complaints Page 214
2018-01-23
PA
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, both my husband and I received offers on our American Express XXXX card accounts to earn bonus Starpoints by adding authorized users ( AUs ) to our cards. The offer stated that for each AU who spent at least {$1000.00} in 3 months, we would earn XXXX Starpoints, up to a maximum of XXXX points ( 4 AUs ).
We both took advantage of the offer, added the AUs, and each of them spent at least {$1000.00} in well under 3 months. However, it 's now late XX/XX/XXXX, and we still have not received all of the Starpoints -- we each received only XXXX ( the bonus for one AU ), so we 're missing XXXX points each. As Starpoints are a very valuable points " currency, '' and not easy to earn, XXXX Starpoints is a pretty big deal.
We 've contacted Amex multiple times about this, and even though Amex has confirmed ( multiple times ) that we did indeed earn the bonus points, they 've been stringing us along for MONTHS without posting the points. One customer service rep even tried to tell me that the offer was for just ONE authorized user and XXXX bonus points, but fortunately I had saved screen shots of the offer, which clearly says " up to XXXX points/4 authorized users. '' I also saved a conversation ( live chat ) that my husband had with Amex, in which they assured him that he HAD earned the points and that they would soon be posted. That was about two months ago : -/ Now we 've been told that Amex will " open an investigation '' -- which could take up to TWELVE WEEKS! -- into why the points have n't posted, which is just ridiculous : Amex OWNS the points, so all they have to do is post them to our accounts.
We have a vacation planned for late XX/XX/XXXX/early XX/XX/XXXX, and I 'd love to be able to use the points to book our stays at XXXX hotels, but I ca n't commit to the hotel stays without the extra points we earned. I have even requested that XXXX intervene on our behalf to get Amex to release the points, although I 'm not sure that 's something they can do.
Company Response: Closed with non-monetary relief
2018-01-23
New York, 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
2018-01-23
PA
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Complaint: This dispute involves American Express and their collection subsidiary XXXX XXXX XXXX XXXX. I entered into a payment plan with XXXX XXXX XXXX XXXX to reduce my interest rate, waive late fees, and pay off my debt. I was told it was a 27 month program where I paid {$200.00} per month which would cover my balance. At the time of this arrangement I had a past due amount owed. I was told that the past due amount was rolled into the balance and that the payments would cover the past due amount as well as the remaining balance. I checked my credit report however to find that since the arrangement in XX/XX/XXXX, I have still been receiving late payment reports on my credit report each and every month even though payments have been made each month. I was also told that the program of reduced interest and waived fees only in fact lasts 12 months, not the 27 months I was promised when I agreed to the payment arrangement. None of my {$200.00} payments had gone toward the past due amount. ( i 've paid {$1200.00} so far ) the past due amount was {$700.00} approximately so it should be paid at this point. Now I just get passed back and forth between AmEx and this collection service and no one can help me.
Company Response: Closed with explanation
2018-01-23
Watkins, CO
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Complaint: I opened a new American Express card with a 0 % APR through XX/XX/XXXX in XX/XX/XXXX.
I was charged interest on my XX/XX/XXXX and XX/XX/XXXX billing statements.
When I called in to complain, the associate informed me that 'many customers ' are experiencing this issue.
While the associate filed a ticket, I find that it is best to be proactive in these matters.
Company Response: Closed with explanation
2018-01-23
Alexandria, VA
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 made a hotel reservation online with American Express Travel using my XXXX credit card. The reservation did not go through, I called them to make sure and they said they did not have it and to re-book online again. ( I ended up canceling this reservation. ) Receiving my statement, I saw TWO reservations ( for the same date ) and a credit for one ( the one I had cancelled -trip XXXX ). I called XXXXTravel initially about XX/XX/XXXX to dispute charge then placed several subsequent calls, talking to different persons, and each time was told it would be handled. On XX/XX/XXXX, spoke to " XXXX '' at XXXX ( ref # XXXX ) who said it would be handled. XX/XX/XXXX I rec 'd a letter putting the disputed charge back on my bill. XX/XX/XXXX, I again called XXXX ( ref # XXXX ). This too produced no results.
After many calls to XXXXTravel and talking to several " Supervisors '' in their " Service Excellence '' dept., about XX/XX/XXXX, I learned that the first reservation did NOT go through to hotel, but they ( XXXXTravel ) had it ( trip ID XXXX ) and they acknowledged my call and their Instructions to me to re-book. They say they are " waiting for approval '' to issue the credit to my credit card. Meanwhile, XXXX is billing me the disputed {$530.00} and I have yet to receive any word from anyone who has promised to follow up!
Company Response: Closed with monetary relief
2018-01-23
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
2018-01-23
Albuquerque, NM
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with non-monetary relief
2018-01-23
FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Complaint: I 'm filling a complaint because I have an American express account I did not open, it is a result of identity theft or fraud. my wife opened the account without my consent or knowledge and when I found out and asked her to give me the logins an passwords she created for the account to access the account she refused, and she set the account up to get paperless billing sent to her private email address witch she also refused to give me access to. I called American express and notified them of the identity theft by my wife and asked they close the account witch evidently they did not and are continuing to send letters saying my account is past due, And stating my credit score as reported by XXXX has downgrade from XXXX to XXXX as result of pass due amount owed on this account witch I did open.
Company Response: Closed with monetary relief
2018-01-23
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
2018-01-23
Seattle, 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 non-monetary relief
2018-01-22
Pittsford, 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 monetary relief
2018-01-22
Palisades Park, 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
Company Response: Closed with explanation
2018-01-22
Mandeville, LA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2018-01-22
Austin, TX
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Complaint: I am a victim of identity theft. I checked my credit report and found that this company has submitted a request to view my credit report without my consent. Whatever application that was submitted that caused this company to pull my credit was submitted as a result of fraud. My apartment was broken into and several identity documents were stolen. I have attached a copy of the police report I filed.
American Express has responded to my previous dispute saying that they deleted the inquiry and that they would not respond to any more disputes because they had deleted it. It is not deleted. It is still being reported on my XXXX report and I have contacted XXXX and was told that American Express has NOT informed them to delete the inquiry. The inquiry date is XX/XX/2017.
Company Response: Closed with non-monetary relief
2018-01-22
Bedford, TX
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: After 22 years of membership with American Express, suddenly for the last 3 months it looks like my payments made every XXXX of the month are not being properly credited, and when they recently called, the request was simply made for a printout of payments versus charges for that last 3 months. Not received, they want you to utilize their normal online billing statements which when you pay do not even show the last payments. How hard can it be for XXXX XXXX to make their billing and payments clear to the customer, and to email a simple charge for this month and paying for this month accounting by email.
XXXX XXXX XXXX Further in the attached jpeg of dispute against XXXX XXXX, XXXX XXXX gives an expected date of resolution as XX/XX/XXXX, that is too slow.
Company Response: Closed with explanation
2018-01-22
City Industry, CA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief
2018-01-22
Glendale, CO
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I have always paid my bill online every month with a the company and they always show that they receive my payment however, one time I received notice 30 days after i paid them that they never received the payment even when the website says they did. This has caused a 30 day late pay to show up on my report by no fault of my own.
Company Response: Closed with explanation
2018-01-21
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
Complaint: American Express - Platinum Delta Credit Card Promotional Offer I enrolled in XX/XX/XXXX to receive a promotion of XXXX delta bonus miles and XXXX XXXX. I qualified for the promotion in the first month. I called on XX/XX/XXXX to inquire as I still did not see any points in the Delta accounts. They opened an inquiry and said it could take 6-8 weeks to resolve. I 've called back twice since then ... since I had not heard anything from them. On XX/XX/XXXX I spoke with a manager, I learned at that time it was a broader issue affecting other card holders. This concerned me because this is the first I heard that ... why are they not proactively informing card holders affected. I requested my annual fee be waived as they did not hold up to the services we agreed to and in addition the interest and opportunity cost they have caused me ... I was denied. About 6 or 7 weeks later they still have no update or time frame in which I can expect a resolution. I am using this tool to file a complaint as I could not find a way to do so within American Express.
Company Response: Closed with explanation
2018-01-21
Plymouth, FL
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: 1. I disputed a bill for {$4900.00} in XXXX, and the merchant provided Amex with a fake sales invoice, falsely claiming I signed the sales receipt and picked up the merchandise from the store. I never went to the store, never signed any sales receipt.
2. Amex is asking me to pay the bill, while a collection company is also seeking to collect the same payment from me.
Company Response: Closed with explanation
2018-01-21
Boston, MA
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
2018-01-20
Soquel, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with rewards from credit card
Complaint: Company involved : American Express I 've received an offer on my American Express XXXX XXXX XXXX card via email on XX/XX/XXXX. The offer is to add up to 4 additional users, spend {$250.00} on each of the card, and receive {$25.00} statement credits.
I added all of the four additional users via the links on email, completed the purchase agreement on XX/XX/XXXX, XX/XX/XXXX ( on two cards ) and XX/XX/XXXX, respectively. But so far I only received one reward ( {$25.00} ) on XX/XX/XXXX ( which is indicated as " XXXX {$25.00} Statement Credit '' on the XXXX statement ). I 'm still waiting for the other three ( {$75.00} total ).
During the process, I also received a lot of disruptions about " insufficient information '' on those 4 additional user accounts. I 've contacted Amex customer service THREE ( 3 ) times via online chat trying to provide the information. Each time the agent confirmed that information was updated successfully, but I kept receiving the same emails over and over again. ( I have screenshots of the last conversation where the agent confirmed all information was updated correctly ) So eventually those 4 additional user accounts were all closed after 60 days of open.
Then, I contacted them again about the missing rewards ( 3 * {$25.00} = {$75.00} ), the chat agent stated that they will start an investigation on this matter, also confirmed that I will still receive the rewards if the result is in my favor. ( I have statements proving all 4 four cards have met the spending requirement, also the screenshot of the chat agent confirming the above words. ) Amex keeps saying the investigation will take up to 8 weeks, but yet 10 weeks have passed and nothing was confirmed. I contacted them again on XX/XX/XXXX ( See how long it has been ), the only thing they do is, again, stalling, and saying they will need another 1-2 weeks.
This is basically the process and why I 'm filing the complaint : Primary reason : Missing rewards for {$75.00} ( 3 * {$25.00} ) that was supposed to credit my account long time ago.
Secondary reason : I keep updating the account information three times but still those accounts were closed due to insufficient information.
If applicable, please focus on the primary reason.
Company Response: Closed with explanation
2018-01-20
Hinkley, CA
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 only have a debit card and Im now only hearing from people that in order to enroll in travel rewards programs, you must have a credit card, which I never had one. I love to travel and at the same time, would like to have a travel rewards program connected with a bank without requiring the use of a credit card. Its outrageous that they only require the use of credit cards to enroll in travel rewards programs.
Company Response: Closed with explanation
2018-01-20
Franklin D Roosevelt, NY
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
Company Response: Closed with non-monetary relief
2018-01-20
CA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Complaint: American Express has been fraudulently charging a different charge to my account every other month. Each of these charges are from a different one of their ( American Express ' ) subsidiary companies. See attached. While they are eventually reversing the charge when I complain, I suspect that they are doing this as people may not notice the occasional charge and ask for it to be reversed. The reason that I notice it, is because I do n't use my card, and these are the only charges that are on the account. I want to cancel my card, but I cant as I am constantly having to reverse the latest charge. There is nobody else other than American Express themselves who are doing this, as fraudulent individuals would not be generating different subscriptions to magazines or services owned by American Express every other month.
Company Response: Closed with explanation
2018-01-20
Louisville, KY
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