AMERICAN EXPRESS COMPANY

2018-01-09

Five Points, NC

Problem when making payments

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

Problem during payment process
Complaint: We have a XXXX XXXX card by XXXX. About a year ago XXXX switched from American Express to XXXX. We pay our bill in full each month. In XXXX we paid our bill via the online electronic bill payment at our bank ( an ACH transfer ). However, the payment was inadvertently sent to the old American Express account rather than XXXX. We were contacted by XXXX that they did not receive payment. We discovered that the funds were sent to the old account so we paid XXXX. We contacted American Express about getting our incorrectly routed payment refunded. We called American Express at least 5 times. The first calls went to a recording that said call XXXX. XXXX indicated that they could not help because the funds were sent to American Express. I called American Express back, and got a human, and they said they could not see any payment but we should be sure they would get the money back to us in the next 30 days. We then contacted our bank and they provided documents that show all of the trace and file information for the transfer. They said we should be able to contact American Express and have it reversed. The bank told us that if the account no longer exists it should have been rejected when it was transferred. When I called American Express back again they indicated that I had to contact the intermediary bank, XXXX XXXX XXXX, who handles their transfers ( the routing number on the ACH ). I contact XXXX XXXX XXXX and they said they could n't do anything. It would have to be American Express who initiated a transfer validation and reversal. I called American Express back yet again and they said, literally I am quoting here : " We ca n't see the old account but if the money comes to us we will return in 30 days, trust me. '' They " ca n't see the old account '', " if the money comes to them '', and " trust '' them. I then called XXXX as they are the sponsor company for the card. XXXX, after waiting on hold for 45 minutes, said they ca n't do anything. We would have to call American Express. XXXX indicated that although this financial instrument has their brand all over it and it acts as our XXXX membership card that could not help to resolve this issue. My bank indicated that I can challenge the ACH transfer and put a hold on it at the bank. However, this would stop us from using this service for all transactions until the issue was resolved. So, effectively they discourage consumers from putting holds on transfers by holding the entire service hostage until it is resolved. I have spent nearly 8 hours on the phone between American Express, XXXX, XXXX XXXX XXXX, XXXX and my bank. The answer is " trust me ''. Which incidentally is the very last thing I would do with any U.S. financial institution - trust. This payment was for over {$10000.00} and it has been out of our account for over 20 days. We have now paid the bill to both American Express and XXXX. We are out over {$21000.00} in our bank account. I acknowledge that the error was on our part for selecting the wrong e-payment account on our banking system. However, it is astounding that nobody, except for our bank, can verify that the funds have been sent/received and where they went. Also, it is crazy that I am just supposed to accept on faith that they will get our funds back to us without them even acknowledging that they can find the funds. The suggestion that it will take 30 days to refund us over {$10000.00} is absurd. If the roles were reversed we would not have 30 days to refund the bank or credit card company without penalties.
Company Response: Closed with explanation

Timely Response

2018-01-09

Halyoke, MA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-01-09

Houston, TX

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: My wallet was stolen on Saturday XXXX XXXX. I contacted American Express Bluebird immediately. My card was closed but not before someone took {$230.00} out of my account in two transactions. AEB said I couldnt file claim until they posted. I called back on XXXX XXXX once transactions posted and filed a claim. They then sent me an affidavit which I filled out and sent back on XXXX XXXX. I was told Id have to wait 10 days. I waited and received an email stating they thought transaction was authorized. I called again on XXXX XXXX and they told me there was nothing I could do. They were not going to help any further and there was no one I could speak to in order to escalate my issue.
Company Response: Closed with explanation

Timely Response

2018-01-09

Las Vegas, NV

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response

2018-01-09

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
Company Response: Closed with explanation

Timely Response

2018-01-09

Jupiter, FL

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: On XX/XX/XXXX, I enrolled my American Express card into this promotional offer ( see attached for email confirmation ) : use your enrolled Card to spend {$350.00} in one or more transactions in-store at XXXX XXXX or XXXX XXXX or online at XXXX or XXXX by XX/XX/XXXX. Earn XXXX additional Membership Rewards points, one time. On XX/XX/XXXX, after the enrollment I made on purchase for {$350.00} on XXXX and received American Express email confirmation that I will receive XXXX within XXXX days. Please see attached. On XX/XX/XXXX, after many calls following up with American Express, they refuse to honor the promotion. A disappointing scam as I would not have made the purchase on XXXX if it was n't for this promotion. I 've been with American Express for so many years and this is the first time I 've been so ready to discontinue my relationship with it.
Company Response: Closed with explanation

Timely Response

2018-01-09

Bridgeport, CT

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

2018-01-08

Virginia Bch, VA

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

2018-01-08

Artesia, 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

2018-01-08

Grosse Ile, MI

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 XXXX 2017, I accepted an offer from American Express and received a Gold Delta SkyMiles Credit Card. The offer stated that I would receive XXXX bonus miles after I spent {$1000.00} within the first 3 months, a {$50.00} statement credit after I made a Delta purchase within the first 3 months, and other incentives such as miles per dollars spent, free baggage checking and priority seating. I made the required purchases within the first 2 months. Although I have received the " other '' incentives, I have not yet received the bonus miles or the {$50.00} credit. I have called American Express several times this past year and as told by the agents that I should have received the miles and credit, and they would investigate. I have not received any feedback from the company concerning this issue and am resorting to contacting this agency for help.
Company Response: Closed with explanation

Timely Response

2018-01-08

Katonah, 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: American Express has been letting a ring of thieves charge my old card number which expired years ago. They have submitted thousands of charges that appear as non-US XXXX locations on my bill, that appear to be either from XXXX, the XXXX, XXXX XXXX, etc. I have spent 50+ hours since XX/XX/XXXX on the phone with Amex Customer Service and Amex Fraud Dept . They can not get the amount of the credits right. They credited me {$770.00} for the XX/XX/XXXX-XX/XX/XXXX statement, but the fraudulent charges are more than {$2100.00} on my bill. I need your organization to make them stop the insanity of this and do a full audit on all of the fraudulent charges, and give me the full amount of credits that I deserve.
Company Response: Closed with monetary relief

Timely Response

2018-01-08

Irving, 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
Complaint: I use XXXX. When i logged in few days back - it showed me " very good chance of approval '' for American Express card with zero annual limit and {$150.00} cash back once i made a purchase {$1000.00} within 90 days. I clicked on that link and started the application process. Got approved and then after few minutes i realized that it was not the same card that was advertised to me but something else ... this one had {$95.00} annual fees and {$200.00} as cash back once i made a purchase {$1000.00} within 90 days. What the heck it is? I do understand that american express is going thru a lot of losses ( after XXXX parted away and other important partners ) but never thought that they are so unethical that they will advertize something and do something else. How come they changed the offer on the fly? I did n't changed the browser, i had no bad cookies issues and no other issues on my computer .... How come Amex will be so unethical and immoral and start deceiving the customers?? In fact my 3 recent credit card applications during last 15 days has been rejected - i have no idea why amex is having no standards and they are still approving credit card applications for the folks who are getting rejected else where?
Company Response: Closed with explanation

Timely Response

2018-01-08

Irving, TX

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 manage all my bank accounts and credit card via XXXX. I saw one offer of American Express Credit card when i logged in there. According to XXXX - they are only placing the promotion/offer but it 's all done by american express. I clicked on the offer but the offer was changed at the time i landed into americanexpress.com The one that XXXX was showing was not having any annual fees but the one at the landing page at americanexpress.com was having {$95.00} annual fees. Card image and everything is the same. I chatted with american express regarding this ... but they are having mere denial kind of attitude. I strongly believe that American Express is tricking the customers by showing these kind of promotions on XXXX and XXXX ... provide a better offer on these websites ... but changes it when the customer goes to the american express website ... .this is so sick of american express to do so ... .unethical and immoral ... it seems that american express will do all the hook and crook to get the card members by deceiving them and tricking them.
Company Response: Closed with explanation

Timely Response

2018-01-08

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: I opened up 2 Amex credit cards in my name and my wife names to take advantage of a promotional offer. I satisfied my spending in the time allotted and was able to be awarded the offer. My wife 's card was not going to be satisfied in the time given and I contacted Amex in early XX/XX/XXXX to request additional time to satisfy the promotional offer. I was told that a request would be submitted and I would be contacted in 30 days with a response. I continue to use the card and spend approx. {$2000.00} and paid the annual fee of {$75.00}. I contacted Amex at the end of XX/XX/XXXX because I had n't heard from them with their decision. I was told that they could n't give me much information because it was my wife 's account and privacy law. I ask just for information on the request made earlier in that month and was not given any information about the request. I told the customer service agent that the one the biggest reason I could not satisfy the spending amount was because Amex was not accepted at a number of places specifically XXXX. The customer service agent told me that they were accepted at XXXX. I told him I have attempted to use it several times and been denied. He said he would check into the matter and get back to me. I contacted Amex yesterday XX/XX/XXXX and spoke with a customer service agent who told me XXXX has was cancelled in XX/XX/XXXX. I ask about my request for an extension on my wife 's card he said that they wo n't do that. I ask to speak to a supervisor and XXXX attempted to assist me. XXXX stated that there was a request sent to the promotion dept. on XX/XX/XXXX when I made my initial request and it was denied. I ask her was I was n't notified. XXXX stated that I would n't be notified unless I contacted Amex back. I ask her why they did n't contact me after I was told that I would be. She said that it was not their policy and she would talk to the person that stated that to me that they would notify me. XXXX stated that it was every credit card company procedure not to extend their promotional offers by law. I explained to XXXX that if it was explained to me initially I would have cancelled the account and now feel that I was intentionally given false information and hope that the cards promotion would be extended so that I would continue to use the card and pay the up front annual fee. I expected to receive XXXX points towards my XXXX XXXX account and was spent an additional {$2000.00} plus paid the {$75.00} annual fee that I would of cancelled and not spend. XXXX offered me XXXX additional XXXX XXXX points and said she would waive the {$75.00} annual fee. I told her that I was very upset with Amex for the card not being honored at numerous places, for contacting Amex 3xs and given different information each time. I felt I was given false hope that the card promotion would be extended when they knew at the beginning that it would be denied. I wasted spending approx. {$2000.00} and charged the annual fee of {$75.00} for a month when I could have used the money spent on another card and received points from them. The supervisor only offered me a apology and XXXX points. I feel that I was treated unfair by another large credit card company that does n't care about the consumer and only offers a fraction of what I could have receive XXXX versus XXXX. If I were to make a mistake with a late payment or not pay the full amount due I would be charged a large fee or percentage yet when they make a mistake I have accept their apology. No consequences for their actions. Thank you for your time and help. XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-01-08

Eastchester, NY

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I received a call from a man who said his name was XXXX & he was calling from American Express. The original phone number he called from is XXXX. I told him I could n't talk when he called me at around XXXX XXXX. on XXXX XXXX, XXXX. He called me back at around XXXX on XXXX XXXX, XXXX. The phone number he gave me to call him back is XXXX. He was trying to set up payment arrangements to pay 60 % of my total debt. He then proceeded to tell me I could make a monthly payment of {$35.00} for the next 6 months to pay off my debt. He then told me to go to XXXX to get a prepaid card in the amount that I owe. When I get the card, I should call him back & give him the prepaid card number. He asked me to verify my mailing address. I asked him what was showing on file & he would n't give me that information. I gave him my mailing address. He then told me I could pay the full amount at the following website : XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-07

Brooklyn, 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 explanation

Timely Response

2018-01-07

RI

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I purchased a {$200.00} American Express gift card from the XXXX at XXXX XXXX XXXX XXXX, XXXX, RI on XX/XX/XXXX. I used the card normally for in person purchases. It remained in my possession in my wallet except when it was being used for purchases. On XX/XX/XXXX, two fraudulent purchases were made over the internet using my card totally {$130.00} ( two charges to XXXX @ {$19.00} and {$120.00} ). I noticed these charges on XX/XX/XXXX when checking the card 's balance on the American Express website. This check of an older card was done because I had fraudulent charges on another card - I went back and checked all of my older cards. I immediately called American Express to report the fraud. The agent stated that American Express is not responsible for any charges that occur before a problem with the card is reported. He took my information and said that American Express would investigate and get back to me. It has been a month and I have n't been contacted.
Company Response: Closed with explanation

Timely Response

2018-01-07

Hollywood, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-07

RI

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: I purchased a {$500.00} American express gift card from the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX RI on XXXX/XXXX/XXXX. I used the card normally over the next month. It remained in my possession in my wallet expect when it was being used for purchases. On XXXX/XXXX/XXXX, four fraudulent purchases were made over the internet using my card totally {$49.00} ( XXXX @ {$24.00}, XXXX @ {$5.00}, and two charges at XXXX at {$10.00} each ). I noticed these charges on XXXX/XXXX/XXXX when checking the card 's balance on the American Express website. I immediately called American Express to report the fraud. The agent stated that American Express is not responsible for any charges that occur before a problem with the card is reported. He took my information and said that the American Express would investigate and get back to me. It has been a month and I have n't been contacted. This is the second time I have had fraudulent charges on an American Express gift card, so it appears to be a recurring problem.
Company Response: Closed with explanation

Timely Response

2018-01-07

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
Complaint: Potential Bait and Switch by American Express : American Express sent me a mailer offering XXXX Delta mileage points if I spent {$3000.00} within 3 or 4 months. I agreed to that offer, spent the {$3000.00}, and then did not receive that XXXX points. I contacted American Express, which then told me that I did not qualify for that offer, after the fact that I met my part of the contract. American Express then stated they would " look into it '' and expect an answer in 6 to 8 weeks. Of course no contact from American Express. 3 months later I again contacted them, and again the answer that " since I had a card from them 2 years prior '' that I did not qualify. ( Then why send me the offer?! ) My apologies to bother you with this. Those XXXX points can be worth up to {$1700.00} or so in air travel, so this is significant. My request is that they award the XXXX miles as they offered. Lastly, I recommend that the Federal Trade Commission and the CFPB make it a requirement that these kind of offers be clearly part of the credit card application process, that shows that a consumer " qualifies for their bonus or not '' at the time of the application ... .if not, then the consumer will not be misled and will go elsewhere for their business. These corporations should not be able to make an such an offer, then " we 'll look into whether you qualify for the bonus or not after '' switch after ... Is that a " bait and switch or some other illegal or unethical practice? ''
Company Response: Closed with explanation

Timely Response

2018-01-07

Garden Grove, CA

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 non-monetary relief

Timely Response

2018-01-07

Key Biscayne, FL

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

Timely Response

2018-01-06

Flushing, NY

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2018-01-05

Euclid, OH

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: Store Return XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, 2018 Transaction ID : XXXX XXXX XXXX 2018 Merchant Credit Hold for Review - XXXX XXXX XXXX XXXXXXXX PROCESSING - {$96.00} Why isnt the money available now? We are currently reviewing this merchant credit. This review can take up to seven ( 7 ) days. During this review period the merchant credit will not be available for use. Transaction ID : XXXX Why does it take a whole week for American Express to refund my money. Why do American Express have to review a refund that takes 7 days. It is now day 5 and it is inconsiderate and wrong for American Express to just hold my funds when I have bills to pay. American Express policies are erroneous and does not benefit us customers, but instead add more stress and mistrust in American Express.
Company Response: Closed with explanation

Timely Response

2018-01-05

Mount Holly, OH

Getting a credit card

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

Application denied
Complaint: Over the last 120 days American Express has emailed and mailed me over 17 notices asking me to apply for either the Delta Gold, American Express Green or the American Express Blue card. I have a credit score of over 734 with established credit card accounts with XXXX ( 2 ), XXXX ( 2 ), XXXX XXXX ( 5 ), XXXX XXXX, etc. Oldest credit card line is over 37 years old with no late payments. I believe American Express 's credit approval system is working in an opposite direction than their marketing process, thus misleading many consumers ... promising in their marketing materials you are " pre-approved '' and wanted by them but their electronic process has obvious errors built into their system. I want American Express to stop misleading the consumer with misleading marketing messages and have my application reviewed. I am a top loyalty program XXXX flyer with both XXXX and XXXX XXXX memberships. XXXX has told me I am flagged for special treatment if I file any complaints and that they want to keep my flying loyalty. I currently sit on the XXXX XXXX XXXX XXXX for XXXX and deal directly with XXXX and the local airport management as XXXX XXXX.
Company Response: Closed with explanation

Timely Response