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 217
2018-01-13
North Hollywood, 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 XXXX XXXX, XXXX, I contacted American Express to dispute a charge in the amount of {$9200.00}. Such charge was related to a purchase that I made on XXXX XXXX, XXXX using my American Express Card ( for which I am a 21-year card member with a perfect payment history ). The subject {$9200.00} charge served as an up-front deposit for the purchase of a product to be designed and installed for me by a vendor, and pursuant to the terms and conditions of a written sale agreement. My willingness to make the {$9200.00} up-front deposit payment to a vendor that I had no prior relationship with was based solely on the assurances that I received from an American Express customer service representative prior to making the payment ( such assurances were provided to me verbally on XXXX XXXX or XXXX XXXX, XXXX, and American Express has acknowledged that they possess a recording of such conversation ). Despite providing ample evidence to American Express of the vendors failure to honor the terms of the sale agreement, American Express has failed to honor the specific assurances of dispute protection that were given to me by American Express customer service prior to my agreement to enter into the now disputed transaction. Again, it was such assurances from American Express on which I relied on when deciding to make the sizeable up-front deposit to a vendor with whom I had no prior relationship.
Between XXXX XXXX and XXXX, XXXX, I attempted to resolve the disputed charge through American Express dispute resolution process, including providing more than 40 pages of written evidence to American Express outlining the vendors failure to honor the terms of the sale agreement ( and despite my numerous offers in writing granting the vendor the opportunity to rectify the situation ). Despite providing such evidence to American Express, as well as American Express acknowledgement of my phone conversation with the American Express customer service representative ( prior to making the disputed charge ), American Express concluded on XXXX XXXX, XXXX that ( 1 ) they will not remove the charge from my account balance, ( 2 ) that such amount would be due and payable on my XXXX, XXXX invoice, and ( 3 ) that my only course of action was to pursue recovery from the vendor. Despite my vehement disagreement with American Express decision, I have since paid the {$9200.00} amount to American Express in order to maintain my perfect payment history.
American Express has indicated that they will not release the audio recording of my conversation with the American Express customer service representative ( occurring on XXXX XXXX or XXXX, XXXX ), and that I would need to obtain a subpoena in order to obtain such recording. Furthermore, during the dispute process, American Express refused to allow me to discuss my dispute with a representative in their dispute resolution group, indicating that individuals in such group do not speak directly with customers ( and requiring that information only be submitted in writing ). These are just two examples of how American Express refused to cooperate in resolving my dispute, which I firmly believe is due to their assumption that collecting the {$9200.00} amount from me would be far easier than collecting such amount from the vendor.
In summary, I believe that the information that I provided to American Express clearly reflected the vendors failure to honor the terms of the sale agreement governing my purchase of the product, and that I made multiple attempts to allow the vendor to complete the transaction, which the vendor refused to take advantage of ( and in effect, abandoned the transaction ). As a result, the vendor is not entitled to the {$9200.00} amount previously paid to them using my American Express Card, and the charge should therefore be reversed. In addition, I believe that American Express failed to honor the assurance of dispute protection conveyed to me by American Express prior to my decision to enter into the transaction with the vendor, and on which I heavily relied. Without such assurance, I would have never made such a sizeable up-front payment to a vendor that I had no prior experience with. It is because of American Express failure to cooperate during the dispute process, and to stand behind their assurance of dispute protection, that I have decided to elevate this situation to the Consumer Financial Protection Bureau ( CFPB ).
Beyond the outcome of my dispute, I would respectfully request that the CFPB look into the process by which American Express responds to its customers in connection with disputed charges, in order to ensure that future customers are not treated as unfairly as I was. I would also respectfully request any assistance that the CFPB can provide me in obtaining the audio recording from American Express of my XXXX XXXX or XXXX XXXX, XXXX conversation with their customer service representative ( during which the assurances of dispute protection were verbally conveyed to me ). I make this request as it places an extremely unfair financial burden on the consumer to be required to file litigation against American Express in order to obtain a subpoena for such evidence.
Thank you very much for your assistance, and I look forward to your response.
Company Response: Closed with explanation
2018-01-12
IN
Took or threatened to take negative or legal action
Debt collection: Credit card debt
Threatened or suggested your credit would be damaged
Complaint: American Express called my mom about my account being delinquent. She told than I do not live there and tried to give them my phone number. They would not take it. They then tried to bully her into making a payment. She told them no and since they would not take my phone number she said she would call me and relay the message. Then she got a letter in the mail saying they took money out of her checking account. Her checking account information has never been associated with my credit card. This is totally my credit card I got an additional card with her name it for her to use as a supplemental card in case I needed her to. She has never used her card. They used her information that I gave them and looked to see if she had a card of her own which she does. She has had her own card for over 20 years. They then got her checking account information and took the money without her consent. They stole her money. They said they put the money back in my checking account and when I asked them why they would do that then they came back and said they ain’t a check out to my mom already and that she should get it by the XXXX of this month. She kept saying do t worry. Well it is too late for that. My mom has had to borrow mo eu so she could pay her bills. They said they wanted $XXXX paid on the XXXX of XXXX I paid $ XXXX and they still took that much out of her account and then they stole another $XXXX. That is not not right!
Company Response: Closed with monetary relief
2018-01-12
Faribault, 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
2018-01-12
IN
Took or threatened to take negative or legal action
Debt collection: Credit card debt
Threatened or suggested your credit would be damaged
Complaint: American Express called my mom about my account being delinquent. She told than I do not live there and tried to give them my phone number. They would not take it. They then tried to bully her into making a payment. She told them no and since they would not take my phone number she said she would call me and relay the message. Then she got a letter in the mail saying they took money out of her checking account. Her checking account information has never been associated with my credit card. This is totally my credit card I got an additional card with her name it for her to use as a supplemental card in case I needed her to. She has never used her card. They used her information that I gave them and looked to see if she had a card of her own which she does. She has had her own card for over 20 years. They then got her checking account information and took the money without her consent. They stole her money. They said they put the money back in my checking account and when I asked them why they would do that then they came back and said they aint a check out to my mom already and that she should get it by the XXXX of this month. She kept saying do t worry. Well it is too late for that. My mom has had to borrow mo eu so she could pay her bills. They said they wanted {$160.00} paid on the XXXX of XXXX I paid {$170.00} and they still took that much out of her account and then they stole another {$1400.00}. That is not not right!
Company Response: Closed with monetary relief
2018-01-12
Trouble using the card
Credit card or prepaid card: General-purpose prepaid card
Trouble getting information about the card
Company Response: Closed with explanation
2018-01-12
Englewood, NJ
Closing an account
Checking or savings account: Savings account
Can't close your account
Company Response: Closed with explanation
2018-01-12
Lowell, MA
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was result of identity theft
Company Response: Closed with explanation
2018-01-12
Key Biscayne, FL
Struggling to pay your bill
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company won't work with you while you're going through financial hardship
Complaint: On XXXX/XXXX/XXXX, XXXX apples for an American express gold card. Which was my first card as far as obtaining with credit. I was uninformed or did n't have the knowledge that this particular card was a charge card and had to be paid within 30 days. Had I known I would have not applied for this card. I assume that you could carry over a balnce and just pay the minimum balance due or a little if able to. Once I receive my first statement and spoke to a representive a month later after making charges that I thought could carry a balance. I then informed that this is a charge card and it could seriously damage my score when it reports my utilization to the credit bureau 's. Unfortunately my job has cut my overtime and I am not working the minimum hours. My gold card limit had decreased a month later which is better for me with a limit now of {$3000.00}. I am unable to pay the previous balance of {$5000.00} and much time is needed and also the monthly installment payments are to high due to the over due balance. I do not want my account closed nor do I want a charge off or my credit suffer because of this misunderstanding. I am trying to work out a resolution without the account being closed. As I stated I ca n't afford the high payments for the gold card that s split into two payments.
Company Response: Closed with explanation
2018-01-12
Fairburn, GA
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
2018-01-11
Portland, OR
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with explanation
2018-01-11
Flushing, NY
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with customer service
Company Response: Closed with explanation
2018-01-11
Santa Ana, CA
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: There have been a multitude of credit inquiries under my name that I did not authorize or commit myself. I noticed inquiries from American Express, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX Card, etc. Someone has been using my information to apply for credit. Since I noticed all these inquiries, I have placed a credit freeze on all of my credit reporting agencies. Furthermore, I have contacted most if not all the accounts and requested they be closed under fraud.
Company Response: Closed with non-monetary relief
2018-01-11
Chicago, IL
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 had a friend use my referral link to apply for an American Express Business credit card on XX/XX/17 and be instantly approved. The referral bonus is supposed to be XXXX XXXX points that American Express owes me. I have since not received any points and I have contacted American Express about it multiple times. They originally opened an investigation and said it would be at most 4-6 weeks to get it resolved. It has now surpassed that and every time I call American Express, I am told that the investigation is still open and they will reach out to me within a week which never happens.
Company Response: Closed with explanation
2018-01-10
Rocky Ridge, MD
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: On XX/XX/XXXX my American express card was taken. On that day 18 transactions totaling around {$1800.00}. I ( contacted them on XX/XX/XXXX and the XX/XX/XXXX and they told me to go online and file a claim. I went onto the american express website and filed my claim that day and faxed over signed forms that they needed. They told me to wait ten business days for a credit. Now it is the 10th business day. XX/XX/XXXX and no one wants to give me an answer. They denied my claim and stated reason was " no error '' I 've been on hold over an hour ... no supervisor to speak with. They refuse to have the dispute team contact me or tell me any reason they came up with for no error.
Company Response: Closed with explanation
2018-01-10
NY
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: Its my American Express Gold Card Ive had since 1994. I reported thousands of dollars in fraudulent charges in as much I never used the card for certain specific reoccurring transactions that kept appearing on my statements and I have never authorized anyone to use my card. The result was simply issue me a new card and they only went back a few billing statements when the fraudulent charges went back a lot farther. My bill became unmanageable to pay as was requested and Ive now signed an agreement with a debt settlement company to mitigate the outstanding debt with American Express. They would not accept my updated address to send information to and were very rude to me as a customer of over 20 years : my address for their records should be XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, AZ XXXX. They only accepted my updated phone number but nothing else and also just cancelled my account and a second account that was in good standing! What kind of racket are they running? Ill never utilize their services ever again and will tell anyone and everyone what theyve done to an old client.
Company Response: Closed with explanation
2018-01-10
Philatelic Center, 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 XXXX XXXX they suspended my account saying it was a charge back from my funding soues which it was not i could notb access my account at all no statement no online no information in reference to the the section 22 D could not proof this happen still have n't sent me my money i sent them documentation this did not happen still have my account block
Company Response: Closed with monetary relief
2018-01-10
Hudson, NC
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: Filed a dispute on a XXXX XXXX charge for {$24.00} that was unauthorized but havent received credit for it. Also a bill pay check for {$70.00} was disputed due to the check being returned to me and Amex Bluebird hasnt returned the money to my account after filing a dispute.
Company Response: Closed with monetary relief
2018-01-10
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: XXXX has adjust this registration
Company Response: Closed with explanation
2018-01-10
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
2018-01-10
Milwaukee, WI
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Closed with explanation
2018-01-10
Dunlap Lake, IL
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
2018-01-09
San Gabriel, 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: Around XX/XX/XXXX, I received a letter specifically addressed to me from American Express Cards Company. It tempted me to apply for a Blue Cash Everyday Card from them with the words " Earn {$250.00} back after you spend {$1000.00} in purchases on your new Card in your first 3 months ''.
I applied for it and got a new card in XX/XX/XXXX. When I received the new card in mail, I called the American Express Cards Company 's customer service phone number to confirm their promise of earning {$250.00} back was a true deal. They confirmed {$250.00} could be redeemed as a statement credit after I use the new card in my purchases of {$1000.00} in the first 3 months. They also said the new card was effective from XX/XX/XXXX. So I started to use the card to pay my bills, buy insurance policy, and various kinds of shopping. By the end of the 3rd month, my purchases surpassed {$1000.00} on this card. To my surprise, the American Express Cards XX/XX/XXXX statement only redeemed {$100.00} as credit. I called their customer service, only to learn that I was entitled to earn {$100.00} instead of {$250.00} as cash back. I explained to them I had fulfilled my obligation to spend {$1000.00} in the first 3 months and requested them to respect their promise in the invitation letter sent to me. The representative said they had to make an investigation about the issue and then send me a letter about the result. There was never any response from them after that. No letter, no phone calls, or emails. Nothing. I made two more phone calls to their customer service. In the second call, a woman said the case is still being investigated and there was no decision made by her superior administrators. However, she said she saw the RSVP Code on that invitation letter shown on my application, but the case was pending. It would take 7 to 10 days to have any answer. Today I called them again, the Rep. said they could n't make good on their promise of {$250.00}. I asked to talk to his supervisor. After put me on hold for more than 10 minutes, a woman supervisor said that I am not eligible for that {$250.00} cash back because I did n't comply some of their conditions. What conditions? I asked, the only conditions on your invitation letter was to spend {$1000.00}, which I did as we agreed. I ca n't tell you more information, she said, but you just not eligible for {$250.00}. End of the call.
As you can see, the American Express Cards Company made false advertisements to allure people like me for making them profit and then breached unscrupulously the agreement between us two parties. this kind of fraudulent schemes should be stopped.
Company Response: Closed with monetary relief
2018-01-09
Maxwell Afb, AL
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: This letter is to dispute a Atm error on my account in the amount of {$740.00}. The amount is inaccurate because the ATM didnt dispense any funds. The transaction is ATM Withdrawal ( Transaction ID : XXXX ) XXXX/XXXX/17 is the date of the transaction. The amount is {$740.00}. I requested {$740.00} but didnt receive any cash. Please correct this ATM error as soon as possible.
Company Response: Closed with explanation
2018-01-09
San Diego, 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: Tried to book a flight with XXXX XXXX, upon booking I received a notification if I sign up for an XXXX promotion Credit Card, I would be entitled to a {$200.00} discount. Thinking this would be acceptable due to the promotion ad, I signed up. Upon notification I was approved, the discount was never applied therefore I paid full price. In addition, I was supposedly expected to click a travel number to access although this was not clear nor present when applying. When my wife called, she was explained that since this option was n't clicked, we must wait for it in the mail and ca n't be given over the phone which is completely ridiculous since they can verify the information I just provided.
I would never have chosen Delta without that discount as I have a family emergency to attend to and at this point I thought I would be able to resolve with the XXXX customer service. After 7 calls between my wife and I to cancel the card since it was moot, we were passed around and hung up on each time besides the last, which the department I needed already closed. The customer service department repeatedly asked us to explain the situation, which took about 3 minutes, then said we could n't help you and new accounts would. If the situation was handled properly we would have been able to communicate our concerns with new accounts prior to there closing. After 7 phone calls, the situation was so frustrating we asked for a Manager to speak to. We were given XXXX, who was quite unhelpful and disrespectful. I advised the associate on the spelling of my name, XXXX, several times but she decided to call me XXXX XXXX which after I corrected her, she still continued to call me by that name. This transacation clearly violates UDAAP and validates XXXX is predatory, stating they can do one thing while they clearly could not.
All I wanted tonight was to cancel my credit card and ensure it did n't affect my credit since I we did this under false pretenses and within 20 minutes of the application. After delaying this request through transferring and hanging up, it surely was a tactic to ensure that my credit and their fee would be affected.
They recorded each call of mine, therefore should there be a dispute of this. XXXX, the " supervisor '' of " customer service '' stated they ca n't review the calls. A decent debt collection/customer service company should have a quality assurance/compliance dept. that examines this but above exemplifies they do not value this aspect of business or their customers.
Company Response: Closed with explanation
2018-01-09
West Harrison, NY
Communication tactics
Debt collection: Credit card debt
Frequent or repeated calls
Company Response: Closed with non-monetary relief