AMERICAN EXPRESS COMPANY

2018-01-02

OH

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: XX/X/2016 After repeated calls I asked the manager of XXXX XXXX XXXX to not call my work and gave my personal cell phone number. Reminded them that the fair trade commission established the fair debt collection practices act and under this act it states that after I have given them a oral warning not to call my work its consider harassment and if they continue to call my work I can seek legal pursuit after them.I have now documented and my front office has documented several times they have been calling my work number. They do n't seem to understand and continue to harass me and now I might lose my job because of it.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-02

Farr West, UT

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

2018-01-02

Alta, UT

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

2018-01-02

Berkeley, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2018-01-01

Brookside, NJ

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response

2018-01-01

GA

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
Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX PH : XXXX PH : XXXX EM : XXXX XXXX XXXX XXXX XXXX XXXX Date of Birth XX/XX/XXXX SS # : XXXX TO : * Consumer Financial Protection Brueau * Department of Veteran Affairs, Office of the Inspector General XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX PH :. XXXX PH : XXXX EM : XXXX XXXX XXXX XXXX XXXX Date of Birth XX/XX/XXXX SS # : XXXX My name is XXXX XXXX XXXX, the 1st time I was contacted by American Express I resided in XXXX, XXXX years prior to me moving here to XXXX, XXXX. When I resided alone from XX/XX/XXXX to XX/XX/XXXX in XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX, American Express contacted me associated with opening a Business Credit Card also associated with my online Merchant Accounts and websites. I dont and havent ever had any online or offline American Express Account of any kind, not Personal, Business, nor Veteran, Veteran Organizations, American Legion, XXXX ( XXXX XXXX of America ), Department of Veteran Affairs, State or Federal Vocational Rehabilitation Programs related ; nor associated with Employers, Military Savings or Checking Accounts. Nor American Express Veteran, Military Business, Personal or Educational Credit Cards, Home Loans, Car Loans, Educational Loans nor Business Loans. Nor have I ever Co-signed for anyone or applied on behalf of another person for such accounts. Nor have I ever authorized anyone to apply for such accounts or Education Loans for me nor any other accounts associated with American Express. Im NOT responsible for payment of such accounts ; not even for my children. Im not and I havent ever been married. I paid for my XXXX XXXX XXXX XXXX Membership while employed at XXXX using my XXXX XXXX XXXX account XXXX my Service Connected XXXX Compensation was also deposited. That was changed to XXXX because I did n't receive my XXXX XXXX XXXX XXXX Card the bank sent to XXXX XXXX residence on XXXX XXXX in XX/XX/XXXX while I was there. In which both my XXXX salary and Service Connected XXXX Compensation were deposited into my account, no money from XXXX XXXX nor anyone else that was at that residence was given to nor were any of my children there. Nor did XXXX or any other person at that residence ever give me my missing Bank Card not even after I moved out and stayed a month at XXXX XXXX XXXX using my replacement card to pay for my Hotel room. Which is the same account I used to pay for XXXX XXXX XXXX, XXXX XXXX Membership, XXXX XXXX Membership fees, and various online Merchant Account activation related fees. XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX. Membership # XXXX XXXX XXXX XXXX Membership # XXXX XXXX XXXX XXXX XXXX XXXX and XXXX. XXXX XXXX XXXX XXXX XXXX XXXX * XXXX XXXX changed my {$50.00} a month fees to my XXXX XXXX XXXX account # XXXX. XXXX - XXXX XXXX XXXX, XXXX. XXXX : XXXX XXXX XXXX, XXXX XXXX XXXX Website XXXX XXXX XXXX Software and website owner, I performed Internet advertising and marketing, to promote this software and website. I worked and marketed from my home XXXX XXXX XXXX in XXXX XXXX XXXX. I purchased XXXX XXXX XXXX XXXX XXXX XXXX and was given a website to promote the software on the internet. The XXXX was given a copy of my website owner certificate document submitted to me when I purchased the software marketing program as well copies of my other school transcripts in addition to XXXX XXXX XXXX for example. XXXX, represented the first initials of my children 's names. I was n't ever paid and I 'm still owed the money. Nor did my marketing program have anything to do with any schools, college nor university programs nor did I ever offer or sign any agreement to include it such. Nor did my Software Marketing program have anything to do with any other employers, Department of Family and Children, Military, Veteran Organizations or Food Stamp programs, Section 8 nor XXXX Housing Authority for example ; only me. I only applied for a job with HUD, Housing Authority in XXXX, XXXX known as the XXXX Housing Authority and I was n't ever hired. Thank you, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-01-01

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 recently submitted a complaint ( complaint XXXX ) and received a response that the issue was resolved. It seems that the issue has not been resolved. I am unsure why I was given faulty information. Based on that information, I had made specific plans and was dismayed when I discovered that those plans would have to be canceled. After several subsequent conversations with American Express representatives, including a call back from a supervisor in the respective department handling this issue, I am no closer to a resolution.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-01

OH

Fees or interest

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

Problem with fees
Complaint: I opened an American Express Delta Gold card on XX/XX/XXXX. I set up automatic payments on XX/XX/XXXX. When I set this up, it was not clear that the payment would not be automatically made for the next payment ( due on Sunday, XX/XX/XXXX ). I checked my account of Monday, XX/XX/XXXX and noticed a {$27.00} late fee. I immediately paid the amount manually and reached out to American Express via the messenger app and they agreed to waive the late fee. They said in the fine print, it said that automatic billing would not take effect until the following billing cycle. The next statement had a {$45.00} interest charge. I again reached out to American Express, explained the situation and they said they would not waive this. I then said it seemed wrong to waive the cheaper late fee ( {$27.00} ) than the interest charge ( {$45.00} ). Then they agreed to waive the {$45.00} interest charge. This was a phone conversation that occurred on XX/XX/XXXX. This representative agreed to waive the interest charge verbally. I looked at my statement today ( XX/XX/XXXX ) and realized not only did they not credit the {$45.00}, they also charged me an additional {$4.00}. I called American Express today ( XX/XX/XXXX ) and they said the credit of the interest charged ( {$45.00} ) was later declined. Also, they said the {$4.00} was residual interest. I went ahead and cancelled the card. Here is the really frustrating part. The annual fee is {$95.00}, but is waived the first year. With all these fees, I ended up paying almost 50 % of this fee in the first three months of having this card. While this all started with the automatic payment setup, it feels the fees and treatment of this situation is ethically wrong. It seems as though American Express should make this explicitly clear during automatic setup that you must manually pay the first month. And the fact that they waived the cheaper option ( late payment ) than the interest charge feels wrong. In the three months of having this card, I was charged a fee on each statement. I hope this can help others in the future. I am a customer that wants to make my payments on time. I am not sure why this was so difficult. Thank you.
Company Response: Closed with explanation

Timely Response

2018-01-01

Millcreek, UT

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

2017-12-31

Allenwood, NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: XXXX XXXX # XXXX In XXXX 2017, XXXX personnel initially translated XXXX reward points into {$470.00}. Surprised me as I expected it to be worth {$790.00}. They then said I could n't credit my account with the points as I owed LESS than {$470.00}. I then traveled and charged my card so as to have a balance in excess of {$470.00}. Upon my return I asked XXXX to credit my account for {$470.00}. The first two people I spoke with ( on XX/XX/17 ) told me I could n't do that because my balance EXCEEDED {$470.00}. I ended up speaking to 5 people that day ( in addition to 3 people before I traveled ) XXXX, XXXX, XXXX, XXXX XXXX, and XXXX. Each person calculated a different amount for my rewards.I finally received only {$390.00}. This from XXXX points!! THEIR SYSTEM SHOULD BE MORE TRANSPARENT TO XXXX USERS. EVEN THEIR OWN PERSONNEL COULD N'T FIGURE IT OUT. I 'd like the difference of {$78.00} ( between the {$470.00} I was promised in XX/XX/XXXX and the {$390.00} I was eventually " rewarded ' ) credited to the balance on my account, which I have since closed. I left a balance of {$78.00}.
Company Response: Closed with explanation

Timely Response

2017-12-31

Hon, HI

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Closed with non-monetary relief

Timely Response

2017-12-31

VA

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 an American Express Business Platinum Card on XX/XX/XXXX. At the time, there was a 50 % bonus on points redeemed for airline travel with my selected airline ( XXXX ). American Express does not have an online or phone system set up to redeem points at that rate, and I have had to spend hours on the phone more than a dozen times over the past year to get that redemption and bonus. In XXXX of XXXX, American Express announced they would be reducing the 50 % bonus to 35 % ( though I never was informed directly, I read online ). American Express then said ( again, not directly, had to read online ) they would grandfather in the 50 % for card members who signed up before XX/XX/XXXX for a year. I called in during XXXX to inquire whether that 50 % bonus was from the time I opened the card ( XX/XX/XXXX ) or the time of the change from 35 % to 50 %, and I was told it was a year from the announcement ( XXXX of XXXX ). When I called XX/XX/XXXX to redeem the points and request the 50 % bonus, I was told it was grandfathered in from the open date of the card ( XX/XX/XXXX ) for a year ( so until XX/XX/XXXX ) and they would not honor the 50 % redemption.
Company Response: Closed with non-monetary relief

Timely Response

2017-12-31

Hamburg, 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: On or around XX/XX/XXXX, I received an offer ( addressed to me and mailed to my business ) from American Express, offering XXXX XXXX Preferred Guest points for the first {$5000.00} spent and another XXXX XXXX Preferred Guest points for an additional {$5000.00} spent. I accepted the promotional offer ( which American Express has confirmed was noted on my account ) and the card was activated in XX/XX/XXXX. I spent {$7900.00} over a period of several weeks ( and paid the balance in full ), but no SPG points were received as offered. I contacted American Express approximately ten days ago, and was told it was possible I was n't eligible because I had previously owned the card which was closed in XX/XX/XXXX. The American Express associated indicated she would forward the issue to " escalated complaints '' for clarification. I called again today, and after being disconnected twice, was connected with XXXX ( employee ID XXXX of XXXX, AZ ) a supervisor with American Express. He agreed I should be awarded the points, as American Express solicited the promotional offer, it was noted on my account and I met the required terms. After being placed on hold for a few minutes, he indicated that I would not be given the points.
Company Response: Closed with explanation

Timely Response

2017-12-31

Clayton, MO

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XX/XX/XXXX we checked into our hotel room and XXXX held {$740.00} to cover room charges. On this card once this happens the funds are immediately removed from the account and typically held until a request from the hotel is made to collect funds. I have a receipt from the hotel on XX/XX/2017 stating the funds had been collected. At this time I was in the hospital and a unauthorized charge for XXXX was taken out of my account. I called XXXX and made them aware that this had happened while the transaction was on hold. They told me I had to wait until the transaction was complete to dispute it even though I told them I did not authorize the transaction. I was also told that I had to wait 30 days for my deposit to be refunded by XXXX On the XX/XX/XXXX the funds of XXXX were sent to XXXX. These transactions sent my account into a XXXX dollar negative balance and they were unable to explain how this happened. I am unable to use my account until this is resolved or pay rent.
Company Response: Closed with explanation

Timely Response

2017-12-31

CA

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: My tax refund of {$3200.00} was sent to my bluebird ( American express ) account on the XX/XX/XXXX. OnXX/XX/XXXX I went online to check my account as it had been a while since I had looked at it. Upon viewing my account I saw that I had a balance of XXXX. Someone had fraudulently accessed my account and drained it to nothing. I looked in my wallet and my card was missing. I 'm unsure when or where it was stolen from me. The charhes occurred a couple weeks before I called in to file the unauthorized charges. I dis n't realize that it was even missing. It is quite previlant that it was misconduct being the money had been sithing in there for months and all of a sudden all of the money is gone in 2 days time. So o theXX/XX/XXXX I filed the dispute for {$3200.00} in unauthorized charges. I am then sent a declaration of fraud form that must be turned in before the a 10 day period, which I do. As the law states if more to me is needed for the investigation that exceeds the 10 day period then a provisional credit will be given to the cusomer. TheXX/XX/XXXX was the 10th day. I called in and they said they have not heard back from the fraud department and they could only send an email as they do n't have telephones. I said to them It is a government mandated law that I recieve prprovisional credit as the 10 days is up. They said the ca n't do anything but send an email and the would receive a response within 24-48 hours. I had no choice but to say ok and comply. 2 days later still no update so in call back. They tell me they have still heard no word from the fraud department. I ask for a supervisor, I wait 1 hour and they finally come on the.line. I ask them it 's been 48 hours and I 've been very patient. How is this ok that American express does not follow the law that is set fourth. She does n't say a word. Just keeps repeating about sending another email. Which I reply we tried the email already it did n't work. I repeat again, how is this ok that you guys do not follow the law. I should have been issued provisional credit 3 days ago. They tell me yes you did get the.form turned in in time before the 10 day period and you should have got the provisional credit. So I 'm just so baffled at this point. I try to ask her what the next step wpuld be and she hangs up on me. I call back and ask for a supervisor again and they tell me. All supervisors are busy assisting customers we can have them call you back. What is a good callback number. I give them my number. I never get a call back. The next day XX/XX/XXXX. Which is toda in call yet again, I get the same exact responses, all we can do is email the fraud department again. I 'm so frustrated at this point I do n't know what to do. How can they get away with breaking U.S LAW like this.
Company Response: Closed with explanation

Timely Response

2017-12-31

New York, NY

False statements or representation

Debt collection: Credit card debt

Indicated you were committing crime by not paying debt
Company Response: Closed with explanation

Timely Response

2017-12-30

South Florida, FL

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: On Friday, XX/XX/XXXX, my brother called me stating that American Express had called him phishing for information, where i work, whats my work number. He told them he did n't know me after a long period of time. I called American Express two weeks ago to explain to them I would be out of work on XXXX XXXX XXXX due to XXXX XXXX. They did n't want to help me although I have been a valued customer since XX/XX/XXXX. I have been making payments on my account but not what they want. If I do n't have the money to pay the bills in full or what they want what am I supposed to do? I pay what I can and that 's not good enough for them. If they have a problem with me, calling family members is not going to resolve this issue. I am getting in touch with the Attorney General 's office of Florida to report this abuse. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-12-30

Foxridge, MD

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

2017-12-30

Federal Way, WA

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 recently acquired an American Express Platinum Card which as a benefit allows you to get an American Express Gold Card for free. I chose to get the Gold Card with my Platinum card because it receives a slightly better point structure for restaurants, as outlined in their terms of service ( attached ). American Express does not appear to be giving the appropriate rewards points structure on the Gold Card. They treat this card as a Platinum card despite it being physically a Gold Card and represented as a Gold Card in their benefits pages. I have contacted American Express and they have been unable to show where in their terms of service the Gold Card that you get as a benefit from the Platinum Card will earn points like a Platinum Card. Even the supervisors I 've talked to on their customer support line have admitted they can not find something that outlines their current practice and overrides what is written in their terms. Timeline : - Approximately XXXX Call and order American Express Platinum and Gold card. - XXXX Receive and Activate American Express Platinum card. - XXXX Receive and Activate American Express Gold Card. - XXXX Contact American Express Customer Service after noticing my Gold Card was not earning 2x points as described. - XXXX Mailed via Certified Mail Claim Notice ( Attached ) - XXXX Receive phone call from American Express, Talk briefly where they re-itterate their point. I do n't have time to discuss further and ask them to call back another time due to me being in a meeting. - XXXX American Express calls back at the same time. - XXXX I call American Express back. Discover they have closed my Claim and reopen a new claim, which I ask them to escalate to corporate after getting the run around. - XXXX Talked with representative from American Express that describes internal documents that state that the Gold Card should earn points like a Platinum Card but not a Gold Card. He is unable to share this documents with me because they are internal only. He again escalates to corporate. - XXXX Requested Meditation with XXXX XXXX XXXX ( Attached )
Company Response: Closed with explanation

Timely Response

2017-12-30

San Francisco, CA

Fees or interest

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

Charged too much interest
Complaint: Interest rate increases to 29.99 %. Called to have lowered was declined.
Company Response: Closed with explanation

Timely Response

2017-12-30

Vancouver, WA

Other features, terms, or problems

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

Other problem
Complaint: In the XXXX XXXX time frame, a U.S.-based major financial institution erroneously reported to one or more bureaus that I was dead. In XXXX and XXXX XXXX, I repeatedly called this bank 's revolving credit servicing center to object to this instance of credit reporting, and to question the account closing on that basis. A late charge was waived ; but in every phone call during XXXX and XXXX XXXX, the creditor continued to deal with me via the calling queue for decedent affairs. [ The same false instantiation of bureau reporting ( " XXXX '' ) also states : " Never late. '' ] The fact of this report appearing in the public sphere has caused eight months of financial adversity ( unemployment/underemployment, due to background checks asserting " candidate is XXXX '' ).
Company Response: Closed with non-monetary relief

Timely Response

2017-12-30

VA

Fees or interest

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

Problem with fees
Complaint: I was assessed an annual fee of {$160.00} by American Express for my credit card on XX/XX/XXXX. This fee is valid for charges fromXX/XX/XXXXto XX/XX/XXXX. I cancelled this card on XX/XX/XXXX and requested a partial refund ( 11 months XXXX of the fee. American Express refused to refund the fee and said that I had to request the refund within 30 days of the assessed annual fee. That means that they are charging me for a service that I am not receiving. Is this legal? I asked them to refund {$140.00} which shows a reduction from the {$160.00} for the month of XXXX. I would like them to refund {$140.00}. I have documentation of our discussion.
Company Response: Closed with monetary relief

Timely Response

2017-12-30

Foothill Ranch, CA

Problem getting a card or closing an account

Credit card or prepaid card: Gift card

Trouble getting a working replacement card
Complaint: I ordered 24 American Express gift cards on XX/XX/XXXX for {$700.00} ( order # XXXX ). I never received them. I called American Express gift card services on XX/XX/XXXX to check the status of my order and was told by XXXX, the customer service rep, that the cards were showing delivered to my front door at approximately XXXX on XX/XX/XXXX. I informed XXXX that we had not received the gift cards and asked what my options were. XXXX put me on hold to check the status of the cards. When he got back on the line, XXXX informed me that all of the 24 gift cards had been used and that he was going to open a fraud investigation to look into a resolution. He told me to " not worry '' and that I would have a resolution within 7-10 business days. I asked him if I should submit a credit card dispute to which XXXX said no and suggested we wait until we hear back from the investigation team. We waited. I then called American Express gift card services on XX/XX/XXXX to check status and was told that this was still being investigated and that I would " for sure '' hear from someone the following week. I did not receive any updates. I then called gift card services on XX/XX/XXXX to check status and was told that the investigation was still showing open and was being worked on. I was also told that there no updated notes and that there was no one in the investigation dept that we can request status from. I asked to then speak with a supervisor who told me the same thing and said that my only option was to wait. At that time I submitted a credit card dispute to American Express for the {$700.00} charge since I was not getting any resolution or option for replacement cards from the gift card dept. On XX/XX/XXXX, I received a letter from XXXX credit card services stating that the {$700.00} charge was being credited to me while the dispute investigation took place. There were no updates from either dept until XX/XX/XXXX when I received a letter dated XX/XX/XXXX from the credit card dept stating that they were able to confirm with " the merchant '' ( which was their American Express gift card dept ) that the cards were delivered so that the charge of {$700.00} was valid and being placed back onto my account. I was appalled that the two departments were not talking and that the credit card team was not aware that the gift cards had been stolen and that it was under investigation. I then got on the phone on XX/XX/XXXX and called the gift card dept asking for all the merchant information of the 24 cards that were used so that I was able to call the merchants individually and submit fraud disputes with them. I want to be able to show American Express that these charges that were completed were not by me and that these cards were in fact stolen from my front porch. I was able to pin down the merchants, the charge amounts and the times of the transactions which is able to show that these were not charges that neither my husband or myself completed ... proving as my claim has said that these cards were stolen from my front porch. I have been able to open fraud investigations with two of the merchants where the thieves shopped the most & on the same day the gift cards were delivered ( XX/XX/XXXX ), XXXX XXXX XXXX in XXXX as well as XXXX XXXX in XXXX. They will both be disputing the charges with American Express directly and also will be able to identify who signed for the transaction. At this point, I am disappointed that there has been no resolution and it has been over a month since we ordered the gift cards. I have been more than patient, called to follow up several times and even completed by own investigation to show that these items were clearly stolen. I would hope that this does not happen to another consumer and that XXXX
Company Response: Closed with monetary relief

Timely Response

2017-12-30

Germantown, TN

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2017-12-29

Rocky Ridge, MD

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: As a sole proprietor of a small business, I signed up for a 0% interest promotional transfer deal with American Express. The plan name I signed up for is "Blue Business Plus Credit Card" for the term 0% introductory APR on purchases and balance transfers for 15 months. On about XX/XX/XXXX, a balance transfer of $XXXX was transferred from my XXXX Credit Card account to the new XXXX credit card account. The Transfer fee was $XXXX.The balance transfer was never placed on the promotional plan, and I have been billed monthly interest with a minimum payment due amount. (See Statements for XXXX, XXXX, and XXXX). I have repeatedly contacted XXXX to have this problem resolved. I first contacted XXXX via phone after the XXXX, XXXX and XXXX statements were released to question the statement. I have made repeated contacts via phone and chat since then regarding the still unresolved problem.They told me there was a system problem that caused the problem. They were aware of it and my account would be fixed.I made $XXXX in payments in XXXX to cover the transfer fee and a little bit more. Then, I received the XXXX Statement and the balances and interests were still incorrect. I was told to do nothing and it would be fixed. When it came time the bill was due, I called again, and they told me I needed to pay the minimum due, but the problem would be later fixed. On XX/XX/XXXX, I paid the minimum due of $XXXX. Now, the XXXX invoice continues to show the same problem.I contacted XXXX again today (XX/XX/XXXX) to complain that the problem has not yet been resolved. They are unable to provide an ETA on a resolution claiming they are working on it. It has been nearly 6 weeks and no resolution.This appears to be Bait and Switch. And, this delay appears suspicious. I say this specifically because they previously made a 'system error' claim on my personal XXXX account. In that instance, I received notice that my APR was increasing because of bad credit. My Credit Score is near perfect. When I called to complain, they said it was a system problem. They corrected that mistake within 2 weeks and included letters mailed to me indicating their mistake.During the problem identified in this complaint, XXXX has not mailed me any letter indicating there was a mistake they were working to resolve. My chat log is the only thing I have as proof of what they have been telling me (in part since I also had phone calls on this matter).
Company Response: Closed with monetary relief

Timely Response