AMERICAN EXPRESS COMPANY

2019-09-22

Allerton, NY

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/2019, I opened XXXX XXXX XXXX XXXX ( ending XXXX ). This card had a XXXX XXXX XXXX XXXX Welcome offer. I met the minimum spend required to receive this bonus. The first statement closed on XX/XX/2019, I earned XXXX points. The second statement closed on XX/XX/2019, I earned XXXX. It has been more than 90 days since I opened this account and none of the points earned were transferred to my XXXX Account. American Express is holding my points hostage, they didn't even transfer the spending points ; base points.
Company Response: Closed with explanation

Timely Response

2019-09-21

Shulerville, SC

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response: Closed with explanation

Timely Response

2019-09-21

Maxwell Afb, AL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I lost my Bluebird AMEX. This card was use as a pay card and I went to the website and cancelled and requested a new card. After waiting the 7-10 business days i did not receive a card. Then I called the company to ask where is my card only to discovered it had not been cancelled and all my money was spent. The agent advised me in these cases we should call them although it offered to cancel and request new card on website. I proceeded to began the dispute process. The most disturbing thing of it all is when your transferred to the Fraud department the agent comes on and repeatedly calls your name and says hello, says they cant hear you and disconnects the call. This happened twice before I asked for the direct number. All of a sudden with direct call they can hear fine. I was advised to wait 10 business day for provisional credit while it may take 45 to complete investigation. On the 10th day I received an reject of dispute email. And of course when called to transferred to fraud dept. they could not hear me until I called back direct. The dispute is on going. The lost card resulted in {$230.00} loss at this point.
Company Response: Closed with explanation

Timely Response

2019-09-20

Ft Belvoir, VA

Incorrect information on your report

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

Account status incorrect
Complaint: As per agreement, an American Express ( AMEX ) card debt was settle in full. AMEX reports the account as either " late payment '' ( Which it never was XXXX or " Charged Off ''. The report the same account in multiple months ( XXXX, XXXX and XXXX of this year ). This account was paid off in full as per their agreement yet I have to have the credit reports corrected every month. When I've contacted AMEX I get no answers or action on their part. This has cost me a great deal of time, effort, money, aggravation and frustration. AMEX KNOWS they are falsely reporting this information but they just don't care or worse yet, are malicious in their intent. This practice of theirs should be stopped and they should be fined for their illegal actions. As you will see by the attached statements, AMEX reported this as a " Closed Account '', a " Charged Off '' account and " Late Payment '' to the credit reporting agencies. Non of which was accurate and was reporting the same account multiple time ONLY to intentionally hurt ones credit.
Company Response: Closed with non-monetary relief

Timely Response

2019-09-20

AL

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX is refusing to delete fraudulent inquiries from my credit report. They said that inquiries are a statement of fact, but that doesn't mean that I have given them permission to view my credit so this information is incorrect and should be investigated and deleted. I have spoken with the inquirers and they have all stated they put in a request to have the inquiries deleted, but Transunion has done nothing still. The inquires are XXXX Inquiry from XX/XX/2019 XXXX Inquiry from XX/XX/2019 American Exp Inquiry from XX/XX/2019
Company Response: Closed with non-monetary relief

Timely Response

2019-09-20

Jeffersontown, KY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Company Response: Closed with explanation

Timely Response

2019-09-20

Foothill Ranch, CA

Fees or interest

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

Problem with fees
Complaint: In XXXX of 2019 American Express chose to cancel my AMEX Platinum credit card. In the same month, the company chose to charge its annual {$550.00} membership fee to my account. This amount shows up on my credit report as past due. Annual is defined by one year in the English Dictionary which is defined by 365 days also in the English dictionary. If they canceled this card without my permission, then I am no longer an annual member ( as described by this fee ). As far as I am concerned, American Express does not have anything in writing that states that it has the right to collect a membership fee after they decide to cancel a card member 's membership. What is the point of the annual membership fee if I can not hold this membership for the 12 month period ( as defined by the word annual )? Either American Express can prorate this fee so I that I can pay for the months of 2019 that I was a member and had a valid working card ( defined by a card that is not canceled ) or the company refunds the fee entirely. Unless American Express can provide proof of a written policy, that it has the right to charge card holders this fee even IF it chooses to cancel their Amex cards, then they need to refund me or anyone else in this position immediately. Thank you
Company Response: Closed with monetary relief

Timely Response

2019-09-20

Hemet, CA

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2019-09-20

Evans, 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

2019-09-20

Alta, 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 XX/XX/XXXX, I paid a {$1000.00} deposit and the remaining {$7700.00} on XX/XX/XXXX ( for a total of {$8700.00} ) using my American Express ( AMEX ) card for XXXX on XX/XX/XXXX at XXXX XXXX XXXX for a XXXX with XXXX XXXX and XXXX XXXX ( XXXX XXXX XXXX from my XXXX to my XXXX to open up the airways ) to resolve XXXX XXXX. Following XXXX, I started developing serious XXXX and other complications and XXXX. In XX/XX/XXXX, I contacted AMEX to inform them of this and letting them know that my surgeon is insisting I wait a few months until the swelling subsides, and asking them how long I had to submit a dispute for the {$8700.00} charges. The AMEX customer service representative informed me I had a year from the date of the charges. In XX/XX/XXXX, I began a Tort claim against XXXX XXXX for malpractice for the XXXX and XXXX XXXX I had endured and will continue to endure the rest of my life, including future surgeries and medical bills. XXXX XXXX denied it and only offered a settlement of the {$8700.00} XXXX fee, which I declined to settle for, as I could recover that through AMEX under the Consumer Credit Law given they had not performed the services I had paid for, as I will explain below. On XX/XX/XXXX, I submitted a detailed dispute ( Ref # XXXX ) to AMEX for {$8700.00} regarding the above-mentioned case reference. Kindly refer to that original claim. On XX/XX/XXXX AMEX responded with an outrageous reply that my case was closed because this claim fell under Tort Law and not Consumer Credit Law. Allow me to explain why your Dispute Team, whom I was not able to speak to directly which is also ludicrous misconstrued the claim submitted. After several days and lack of response and insistence that I could not speak to anyone in the Dispute Department directly, a supervisor in their customer service department informed me that there is nothing they could do for me as this is a medical service that I was unhappy with, and again dismissed my dispute. They are not understanding that this was NOT an XXXX XXXX XXXX that resulted in poor results this was as an intended health-related XXXX to resolve my XXXX XXXX by a qualified XXXX surgeon, but it was not done, therefore, was not what I had paid for which left me with permanent health issues. I was used as a guinea pig at this medical institution ( the surgeon allowed his resident to perform the XXXX, which resulted in the wrong XXXX mostly a XXXX! ) and thus the separate tort claim. I provided four supporting documents to AMEX, which I attach : ( i ) My cover letter explaining the claim, ( ii ) 3 pages from the XXXX notes, ( iii ) the email from the Claims Adjuster ; and ( iv ) the XXXX Fee Agreement. I may have admittedly provided too much information about my claim against the hospital and confused the original Amex Dispute Team, but subsequently, I fully and clearly explained it over and over and over highlighting the fact that the Tort Claim against the hospital for the damages caused due to the malpractice was completely separate from the dispute claim with AMEX for the payment made to them for the XXXX which was not performed according to what was agreed and paid for. The reason I included the supporting documents was to show them that in fact the services paid for was NOT rendered and therefore, according to Consumer Credit Law and American Express policies, I have a right to request a refund through my financial institution. The supporting documentation was used to show the following purposes : 1. Surgery Fee Agreement : lists septoplasty, turbine reduction and rhinoplasty with auriculary cartilage gratfing as the main cost of the XXXX to improve my breathing. You will see, the XXXX notes prove, no turbine reduction and no auriculary cartilage gratfing were performed. 2. XXXX Notes : the XXXX plan ( see 2nd page ) fails to list septoplasty as one of the purposes of the XXXX ( instead, they wrongfully listed XXXX, which was never agreed to ), but it lists turbine reduction and auriculary cartilage gratfing as the purpose of the XXXX. However, later on in the XXXX notes, they show that they only performed a rhinoplasty and septoplasty! Nothing else that I paid nor planned for was done, which was why I ended up with severe breathing problems and a deformed nose! 3. Email from the Claims Adjuster : This was included to show that XXXX XXXX admits they are at fault and are willing to at least reimburse the cost of the XXXX. I could provide all these documents to CFPB upon request, given they include personal information.
Company Response: Closed with explanation

Timely Response

2019-09-20

Queens, NY

Getting a credit card

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

Application denied
Complaint: This bank treat me horrible Ive apllied so many times No matter what I do their system autimceticolt declined me Ive been applying Since XX/XX/2016 and they still wont approve me
Company Response: Closed with explanation

Timely Response

2019-09-20

Flushing, NY

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

2019-09-20

AL

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have several hard inquiries on my credit report that I DID NOT make and XXXX is refusing to delete them. I have spoken to the inquirers themselves and they have all stated that they would send a request to XXXX to delete the inquiries but they still have done nothing and state they never received any word of this. After this long, that can not be true. The inquiries are AMEX : XX/XX/2019 XXXX/XXXX : XX/XX/2019 XXXX XX/XX/2019 XXXX XXXX XXXX : XX/XX/2019 XX/XX/2019
Company Response: Closed with non-monetary relief

Timely Response

2019-09-20

Discovery Bay, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Second complain, I have a settlement offer from American express that I paid. They took the money, never send me anything in writing, and sent the balance to collection and report it on my credit report. When I reached out to American express and asked for the history of my payment to American express they keep saying that they can't give it to me. In the mean time I starting to get a new settlement offers from American express with out any explanation about the legality of the settlement. When I'm trying to call to the number the gave me, they refuse to give me any information that related to the history of my payment to American express or the legality of the settlement. I have tried to solve it for years and I'm seeking help, I can't get information and American express keep destroying my credit report. this is an abusing of power practice. Please help, Thank you!
Company Response: Closed with explanation

Timely Response

2019-09-20

Lakewood, NJ

Other features, terms, or problems

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

Other problem
Complaint: In response to American Express 's response to previous Complaint XXXX. American Express states that : 'The actions taken on your account were within all applicable laws and regulations '. I am contesting this statement and I will explain why. American Express states " We let you know that you would have two attempts to provide the 4506T forms for your XX/XX/XXXX and XX/XX/XXXX tax years. We let you know that if we did not receive the forms after two attempts your accounts would be cancelled as is our policy ''. This is a false statement, In the initial phone conversation I was only asked to provide 4506T forms for XX/XX/XXXX and XX/XX/XXXX tax years. Never was I told or informed in my initial conversation with XXXX XXXX that if there were any errors in the form 4506T submission that my accounts would be subject to cancellation. Since American Express is the party stating this they must support their statement. I would like American Express to provide the initial phone conversation with XXXX XXXX and to be shown where this exact information was disclosed in our conversation. American Express states " As explained in the enclosed letters sent XX/XX/XXXX we declined your reinstatement due to an unpaid balance on your previously cancelled American Express account ( s ). We have enclosed the XX/XX/XXXX and XX/XX/XXXX billing statement for your XXXX XXXX XXXX XXXX which reflects the charges, payments, and credits ''. This statement is again false and inaccurate. When my initial request for reinstatement was filed, it is true that I had unpaid balances at the time, however THEY WERE NOT DUE! I have paid off all of my cards on time for many years and never had unpaid balances that were due, contrarily I paid off these accounts prior to their due date. I then filed another 2 separate requests for reinstatement after the account was totally paid off and these requests were denied for the same false reasoning. I am enclosing billing statements along with proof of payment for my XXXX XXXX XXXX XXXX. It will show and prove the truth of the matter, without purposely omitting relevant information as American Express has done. American Express states " In your complaint you referred to the annual fees you had previously paid on your accounts and that you would like them to be refunded. Per the terms of the Cardmember agreement ( CMA ) that you agreed to when you used signed or kept the cards, the annual fee may be refunded if you voluntarily cancelled your accounts within the billing period the annual fee was billed. Since the accounts were not voluntarily cancelled by you no refunds are due for the annual fees previously paid ''. Practically speaking American Express is stating they can decide to shut down any consumers account after the consumer has paid the annual fee without recourse. To me that sounds illegal and unethical ; to be able to shut down a consumers account at whim after charging the annual fee without having and or proving a valid reason for the shutdown. Especially in my case, where the reason for shutting down my American Express account has been proven false and unfounded. I hope that the CFPB can take the necessary action against American Express for the unwarranted closure of my accounts and for falsifying information. I do understand that I will most probably have to take American Express to court over this matter. Sincerely, XXXX
Company Response: Closed with explanation

Timely Response

2019-09-20

MN

Getting a credit card

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

Delay in processing application
Complaint: Dear FTC : I applied to American Express Gold Credit Card, and was denied. I contacted American Express ( " AMEX '' ) for the reason, and told me the decline was because of " Internal Blacklist '' about previous account dated from 2001. I demanded removal of my name from American Express 's Internal Blacklist and clear black marks from Social Security Number. I told American Express that their Blacklist violates the Fair Credit Reporting Act ( " FCRA '' ). I reminded AMEX officers that their actions have been without legal authority from Congress and Federal regulators. The FCRA does not allow negative reporting more than seven years. AMEX reports such negative information more than nineteen years. AMEX maintains this information for illegal purposes and with impunity. I spoke to several AMEX officers namely : XXXX, XXXX, XXXX, and XXXX. All of them agree that the FCRA 's seven year requirement exists, but failed to clear my name from AMEX Blacklist. The officers knew they were in breach of United States credit and lending laws. The officers chose to be complicit in the commission of these financial crimes and violation of the laws that govern credit reporting. Moreover, the officers were discriminatory in not processing my application at all. They choose not to process my application, because there is a Internal Blacklist and negative flag. All of this is happening despite my current FICO scores for XXXX at XXXX, and XXXX at XXXX. These hard earned scores enable me to secure the AMEX Gold or any other credit card in the market. But I can not get past the AMEX BlacklisXXXX, which is both illegal to maintain internally and violates myriad Unites States financial laws. AMEX denies the existence of Blacklists in the public domain. We know now that AMEX maintains a serious Blacklist to punish American Citizens. AMEX is a corrupt institution that is seriously involves itself in the commission of financial crimes against American Citizens. AMEX victimizes American consumers like me with Blacklists whose purpose is to blackmail, vilify, harass, bully, deny, threaten and intimidate. These corrupt and fraudulent practices are unacceptable for any merchant, because they violate United States laws and the liberty of American Citizens from extortion and subservience. I request the CFPB to enjoin AMEX from creating and maintaining illegal Blacklists, and to clear my name and Social Security Number. Therefore, I humbly request the CFPB to make AMEX comply with the FCRA and other laws as applicable.
Company Response: Closed with explanation

Timely Response

2019-09-20

Berthoud, CO

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: My Bluebird by American Express account was suspended for reasons unknown to me on Friday, XX/XX/2019. I received an email to contact XXXX XXXX XXXX. Upon contacting XXXX XXXX XXXX shortly after I received the email, I was told My account was permanently suspended and given no options to collect my remaining balance of {$490.00} and was told my account could not be recovered. I contacted XXXX XXXX XXXX again on Monday and was told to provide my mailing address so a check with the remaining balance on my card could be mailed to me since my account was permanently suspended and could not be unlocked. I provided my mailing address and was told a check would be in the mail and that I would receive it in 7-10 business days. I have not yet received any of my remaining balance so once again I contacted XXXX XXXX XXXX because I received another email that showed my remaining balance was still on the account. On XX/XX/2019, I spoke to a woman who told me that they could not send a check despite what I have been told and was told to contact Bluebird Customer Care via mail and gave me a mailing address as they do not have a phone number. I now have to wait for my letter to be received by Bluebird Customer Care and then wait an additional 10-15 business days for a response. I only wish to get my remaining balance Off of the account as I no longer want to do business with this company.
Company Response: Closed with explanation

Timely Response

2019-09-20

Grosse Ile, MI

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Hi I have some trouble on my Amex credit card and need you help. I have applies an American Express Premier Rewards credit cards via the website of American Express. It said that I would " Earn XXXX Membership Rewards Points after you spend {$2000.00} on purchases on your new Card in your first 3 months of Card Membership ''. However, when I finished my {$2000.00} purchases in first 3 months, I didn't get the so-called " XXXX Membership Rewards Points ''. I have contacted them for this issue. They just said they think I couldn't get these points without any reason. They never told me that I can't get these points when I was applying and paying with this credit card. How can they cheat me to apply this credit card and refuse to pay me the so-called " XXXX Membership Rewards Points ''? In a words, They has no reason to refuse paying me " XXXX Membership Rewards Points ''. That's all about my issue. Thank you for your kind assistance.
Company Response: Closed with explanation

Timely Response

2019-09-19

Jackson, TN

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 explanation

Timely Response

2019-09-19

Piscataway, NJ

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Company Response: Closed with explanation

Timely Response

2019-09-19

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

2019-09-19

NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XXXX XXXX, I returned an item to XXXX that I had originally purchased using the American Express Bluebird card. XXXX processed my return and provided me with a credit receipt. Moments later, I viewed my Bluebird account and saw that Amex had processed this transaction as a purchase instead of a credit. Amex out a hold on my my account for {$21.00}. I called Amex and they said that XXXX processed the transaction as a purchase and that they did not see a transaction for a credit. Despite me telling them that I had the receipt and transaction number as proof that it was a credit, they refused to lift the hold on my funds. About two days later, the XXXX credit came through despite Amex telling me that they had no evidence of the credit transaction. My funds still remain on hold with no help from Amex. I do not believe that XXXX caused the purchase transaction, but rather I believe that Amex is illegally holding my funds to capitalize on my money.
Company Response: Closed with monetary relief

Timely Response

2019-09-19

Anaheim, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: ATTENTION XXXX, On XX/XX/XXXX I received an alert from XXXX monortng services that their was attempted inquiry from, Company - American Express Address - XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ut. XXXX Phone No. XXXX XXXX XXXX XXXX and was blocked, but today on XX/XX/XXXX I received another alert that the inquiry in fact did go through and hit my credit report without my authorization. I've tried calling AMEX above mentioned company and it is impossible to get through to them, I need this inquiry removed from my credit report right away as it is impacting my score negatively and dropped.
Company Response: Closed with explanation

Timely Response

2019-09-19

Penn Yan, NY

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-09-19

OH

Advertising

Credit card or prepaid card: General-purpose prepaid card

Changes in terms from what was offered or advertised
Complaint: on XX/XX/XXXX XXXX American Express was notified of a charge discrepancy. Under their membership agreement in terms of service such a discrepancy must be reported within 2 billing Cycles after it is first available the account holder statement. XX/XX/XXXX is when serve became aware of the charges disregnancy. During a phone call with serve the discrepancy was clearly explained. What had happened was five items were ordered from Merchant. All five items were returned. Three of the items were refunded properly. Two of the items were not refunded at all. After some delay it sometime Merchant told me to contact Bank American Express Serve. American Express Serve appeared that this would be taken care of by them and that my membership benefits and membership agreement offered such protection. After some time this American Express Serve claim that they need additional information regarding this issue they required me to fill in a dispute form with information see attachment. This information was provided to members that serve immediately after it was requested. More so more information was submitted to American Express Serve than what was required in fact information that would clearly Define explain improve the issue was sent to serve even they did not requested. American Express Serve after possessing this information gave no updates no information and subsequently completed their investigation on XX/XX/XXXX. I on XX/XX/XXXX American Express Serve send me an email stating that the transaction was determined accurate and no credit would be adjusted to my account. American Express Serve claimed that they were denying this discrepancy and if their decision was based on the fact that they had not received the requested information. This is indeed false. They have received every information request from me to them. After several calls to American Express Serve. Confusion and unintelligible stammering could not answer what this requested information was that was not received. American Express Serve seems tube just have play XXXX denied this discrepancy with no reason whatsoever the reason they have provided is not correct is not accurate and can be shown to be false. American Express Serve needs to offer the benefits date extend in a membership agreement. There needs to adjust this discrepancy in my favor. The way that it has been provided to them.
Company Response: Closed with explanation

Timely Response