AMERICAN EXPRESS COMPANY

2017-12-16

Ridley Park, PA

Fees or interest

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

Problem with fees
Complaint: I have an American Express Blue Preferred credit card. When it recently renewed, I was charged the {$95.00} annual fee. I am never late with payments and never incur any finance charges ; however, I incurred a modest interest fee last month because the annual fee is treated as a cash advance and begins accruing interest when it is posted to the account. There is no possible way to avoid the assessment. I lodged an inquiry with American Express and they have since credited the interest back to me ; however, this policy strikes me as unfair, though probably very profitable for American Express.
Company Response: Closed with monetary relief

Timely Response

2017-12-16

Clay, PA

Other features, terms, or problems

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

Other problem
Complaint: It has been brought to my attention that a recent American Express representative whom I 've spoken to over the telephone may have attempted to retaliate against me for explaining to them that I refuse to speak to non-English speaking individuals when dealing with my Creditor. I 've noticed an increase in Spam since that day I spoke with this individual, giving me reason to believe that he and/or multiple individuals at American Express may have given out my email address ( in retaliation against me for expressing my feelings ), which is a clear violation of their privacy policy. This is unacceptable. I have a zero-tolerance policy with any organization I 'm doing business with where representatives feel the need to attack customers based on opinion. Given the serious nature of this event, I 'm also going to be forwarding this complaint over to the NSA so they can understand and prevent American Express from allowing their staff to mishandle confidential customer information, at the behest of an incompetent and uncooperative American Express employee. Please respond to this complaint by providing your Privacy Policy as it stands today, and also provide a reason as to why American Express staff have been attempting to go against the rules of Security and maintaining Confidentiality.
Company Response: Closed with explanation

Timely Response

2017-12-15

San Diego, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: American Express policy of membership reward point forfeiture in the event of an involuntary card termination is not enforceable under consumer law. Although my card was recently involuntarily terminated, due to a bankruptcy filing, the account was in good standing XXXX since XXXX ) and the reward points balance was approximately XXXX. Had I received any amount of advance notice, these points could 've been easily been redeemed. My bankruptcy has been dismissed, with no debt discharge, yet American Express refuses to re-instate the membership rewards balance and permit a one-time transfer. Please help.
Company Response: Closed with explanation

Timely Response

2017-12-15

Cambridge, MA

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: I have a personal savings account with American Express. I received an automated email mentioning about address change. I had not requested this address change. Upon calling the bank, they changed the address back but dismissed the urgency of this issue. I kept insisting on investigation with defined timeline and reporting to me but the bank refused to commit to this. It also turned out that the address that the bank changed to is of their wire department. This deliberate change of address suggests that the bank was trying to quietly take money away from my account. Following this issue, I spoke with the bank 's customer representatives twice. I requested to speak with supervisor but was not allowed to speak with supervisor. When I requested for call back by the supervisor, I was assured a call within 48 hours but that has not happened either. It is clear that the bank is trying to dismiss a serious issue of unauthorized bank changes. I also told the representative that I will complain to CFPB if there is no investigation with defined timeline and resolution but the bank was indifferent to this.
Company Response: Closed with explanation

Timely Response

2017-12-15

Sacramento, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2017-12-15

Greenwood, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: My complaint is regarding the fraudulent/mispresentation cash rewards and refund ( over payment ) AMERICAN EXPRESS ACCOUNT ENDING XXXX. First of all, I paid off the amount of {$2100.00} and payment was received X/X/17. I received a statement amount stated {$2000.00} due date was X/XX/17. I called and told them that, my refund should be {$74.00} instead of {$67.00}. Per conversation, they cant give me the full amount because of the interest fee. Its not making sense if the stated on the statement is {$2000.00} ; and I over paid them and theyre not going to give me the exact refund amount, {$74.00}. And I asked, regarding my cash reward in the amount of {$33.00} ; and I want to claim or send it to me. They said, not able to send/give to me because of the security question. They asked me XXXX XXXX if I am related to her and I said, I dont know her. That was the reason why did not process my cash rewards. Thats a fraud or mispresentation of the company on their advertising or promotion.
Company Response: Closed with explanation

Timely Response

2017-12-15

San Diego, CA

Fees or interest

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

Charged too much interest
Complaint: SUBJECT: AMEX Error and Overcharges to my business credit card account over multiple years. Dear American Express, American Express has overcharged me $XXXX from XX/XX/XXXX to XX/XX/XXXX. The errors originate from 2 sources in the XX/XX/XXXX to XX/XX/XXXXtimeframe. In XX/XX/XXXX to 2013 AMEX overcharged my account extra bills and fees in the amount of $XXXX. This amount was moved on and off and on my bill multiple times. In XX/XX/XXXX to XX/XX/XXXX Amex charged excessive interest fees to my account at 2 to 4 times higher than normal and accelerated an interest charge on top of the error amount. By the end of XX/XX/XXXX I had paid back AMEX for everything I ever purchased. All the charges and extra interest and fees were created by Amex and they continued to keep the account open and billing more fees and interest for an additional 4 years. Amex owes me $XXXX credit towards my account. This would wipe out the fake $XXXX balance currently claimed as due and also result in me getting a check for $7000 to reimburse me for all the excess overcharges that Amex has caused. Amex also must repair my credit and provide letters proving I did not owe them anything so that I can clean up all the damages that has been caused by Amex and their collections groups who continued to hurt me even after I asked to dispute and resolve the fake charges. I have paid over $XXXX in payments to American Express for only $XXXX of actual purchases and legitimate charges during the course of 17 Years as your customer. The problem is with the business account which I have paid over $XXXX against only $XXXX of original business purchases. AMEX has an error of about $XXXX in overcharges and interest and fees they are trying to collect from me that is above and beyond the amount I owed and already paid back. This is a multi-year error originating in XX/XX/XXXX to XX/XX/XXXX and being carried over endlessly for 4 more years. OUTLINE: 1. Dispute Claim: Amount of Money AMEX owes back 2. Analysis & Math Calculations: Cause & Method of the Errors & Overcharges by AMEX 3. Resolution Request 4. Consumer Protection: CFPB https://www.consumerfinance.gov/ 1. DISPUTE CLAIM: AMEX Owes me a Credit of $XXXX to my business credit card account XXXX XXXX in total from the time of XX/XX/XXXX to XX/XX/XXXX. Amex will need to give me a check for $XXXX now plus reduce the current bill of $XXXX to XXXX balance. The Credit Card Account was a business credit card from a small business that I ran in XX/XX/XXXX to XX/XX/XXXX. There have been no new purchase charges since XX/XX/XXXX. All charges in XX/XX/XXXX to XX/XX/XXXX are from AMEX inventing new fake fees and fake charges based on overcharging high rates against an old error in the AMEX system. American Express purposefully tries to hurt the credit score of their own customers so they can justify charging higher rates against that customer. Amex is the source and cause of the errors and negative actions against the customer that pushes the customer into a worse position so that Amex can cause a rate hike & justification. I have paid AMEX $XXXX on business purchase and charges of less than $XXXX. All Principal related to actual business purchases have been paid back in full may years ago. The current charge balance claims made by AMEX are related to fake fees and fake interest that is compounded on top of fake penalties. (Interest and fees charged to interest and fees caused by and AMEX error) AMEX has OVERCHARGED my Account with high rates spread at 250% to 400% spread increases from XX/XX/XXXX to XX/XX/XXXX in the amount of $XXXX extra overcharges which had been previously disputed and refunded and then AMEX reapplied the charges back against my account. During XX/XX/XXXX to XX/XX/XXXX more than 48% of all the statement billings by AMEX where charged at an excessive rate of Prime plus 20% to 26% for an account that normally had only prime plus 10%. During this time 63% of all the statements and purchases where charged at an excessively higher rate than historical norms. Amex only raised the rates on the account during the time of highest business purchase activity. Thus during the course of 17 years less than 25% of the statements had any significant business purchase activity. However AMEX charged the highest rates during that specific window of time against 75% of the total purchase volume of $XXXX. It shows that Amex specifically raised the rates to the highest levels on the largest purchase volumes to extract the highest fees from the customer. This is predatory charging behaviors and caused excessive billings. AMEX has then OVERCHARGED an additional $XXXX in new late fees and additional high interest in XX/XX/XXXX to XX/XX/XXXX against the overcharged amount from XX/XX/XXXX to XX/XX/XXXX. Thus charging even more interest and fees on the overcharged interest and fee mistake. AMEX has lost $XXXX of payments that I made to AMEX and not recorded these payments. At the moment of XX/XX/XXXX the balance should have been about $XXXX. But Amex was still showing $XXXX. I attempted to fix it through XX/XX/XXXX and paid an additional $XXXX in XX/XX/XXXX to settle the account and still could not get Amex to fix the problem. The errors then just compounded into XX/XX/XXXX to XX/XX/XXXX. I made minimal payments for 3 more years while trying to resolve the issues with AMEX and continued to overpay against the fake charges. Amex never resolved the problems. Instead AMEX raised the interest rates again and stole more of the money I was paying towards fake interest and fees on the fake amount due. Eventually I had to stop AMEX and ask to have a lawyer and go to court to dispute this in a way where I could have some consumer protection for myself against AMEX. At that point Amex actually stopped for the first time in years and finally produced the 17 years of AMEX statements I was asking for since XX/XX/XXXX. Prior to my legal action claim Amex stated that they could only give me 10 months of statements only. But after I claimed by rights under consumer protection they instantly provided 17 years of statements. With these statements I was finally able to prove my case against AMEX. But getting the info back to AMEX has been an entirely different problem as I have tried for 3 months to get someone to review my case and read my analysis and they have not responded. Instead they continued to destroy my credit score and they reclassify my dispute as a collections even though we are in the middle of the dispute and AMEX is the one that does not respond or provide a way to deliver my content analysis. Amex still claims that they dont have my 17 years of statements and cannot look into the matter and that I have to photocopy the error statements and send them to AMEX. They are the ones who gave them to me. So how can they claim that they do not have the statements. Also Amex is unwilling to do the math calculations across multiple statements and recalculate the prior year mistakes. They are looking for one single error on one statement. This is a multi-year error across dozens of statements. Amex has pushed the error onto me as the consumer for an error caused inside their enterprise computing systems. This is way beyond the scope of an individual consumer and is causing hardship for me personally. I need help. Currently American Express is claiming that I owe $XXXX to Amex. I am saying that this first this amount is to be reduced to XXXX $XXXX owed. And American Express then actually needs to mail me a check for $XXXX cash for the amount of overcharges against me. Plus American Express has to fix all my credit score info and retract all errors from the dispute that they caused against my credit score for the last 7 years. From XX/XX/XXXX to XX/XX/XXXX AMEX created over $XXXX of fake interest charges to my account in order to collect more money from its customers by charging higher accelerated interest fees. This is a source of fraud and revenue invented by AMEX to take advantage of customers and cause hardship. By XX/XX/XXXX I had paid $XXXX to AMEX on $XXXX of purchases. At that moment in history I had already covered all the bills I owed. I never made a new purchase after XX/XX/XXXX. Only Amex created new charges for 4 more years from XX/XX/XXXX to XX/XX/XXXX. When I started really challenging AMEX in XX/XX/XXXX to XX/XX/XXXX to resolve the issue from XX/XX/XXXX to XX/XX/XXXX they responded by raising my rate from 14% to 29.99% and sending me to collection and ruining my credit score rather than helping resolve an error they caused. These errors also include that the Amex statements themselves also show I have made $XXXX in payments made to Amex where logged and yet amex is not showing as having been received. I have been disputing these errors for almost 7 years now and I am being unfairly persecuted due to the mistakes of American Express. I have actively tried to resolve these issues with American Express but instead the company is purposefully hurting my credit score and reputation and causing harm to me as the customer. This letter and summary provides information to resolve the ongoing 7 year dispute that I have had with American express regarding a business credit card and related services. In the years of XX/XX/XXXX to XX/XX/XXXX American Express made multiple errors on the account and caused extra fees and expenses above and beyond the actual business purchases and payments and fees which are normal. We can call this ERROR GROUP #2. From XX/XX/XXXX to XX/XX/XXXX American express then caused more harm and made additional mistakes while we attempted to resolve the original mistakes. We can call this ERROR GROUP #2. Then from XX/XX/XXXX to XX/XX/XXXX after repeated attempts by me to resolve and close the accounts American express made additional errors and forced new penalties and fees and interest against the previous 2 errors they already had made. We can call this ERROR GROUP #3. The three sequences of errors have compounded into each other and then snowballed into an ongoing and endlessly frustrating process of attempting to unwind these mistakes and excessive fees caused by Amex. All while Amex continued to ignore my requests and forced negative actions from collections and high fees against me and ruined my credit score. All these actions hurt me personally and did not provide any relief to the situation. I then had to intervene with consumer protection legal action to stop American Express from further harm to me and requested a full 17 Year Statement review of all activity on the account. I have paid an accountant to consolidate and review all the statements to locate the errors and try to finally show American Express where the problem originated and how to resolve the problems caused by American Express. I had 2 credit card accounts the Business Account and a XXXX Personal Account during this same exact time window. The XXXX personal Account from XX/XX/XXXX to XX/XX/XXXX did not have any issues related to the $XXXX + of purchases and payments I made successfully without any problems at AMEX. But this business account with over $XXXX of activity has had constant problems with American Express since XX/XX/XXXX. So this shows me that the problem is very specific to the account and errors made with this account. The results of the analysis are included in this document and a related Spreadsheet that contains all 17 years of credit card account information and payments and charges. 2. ANALYSIS: From XX/XX/XXXX to XX/XX/XXXX the Prime Interest Rate has been the lowest historical rate in history and very stable. Yet during this time AMEX charges the highest excessive interest rates to my account and moved the interest rates up and down constantly. There is zero market driven reason for these interest rate changes. As seen in the Chart the Prime rate vs the rate charged to my account. High rates constantly fluctuating based on nothing in the actual banking market. So this was clearly an attack on me and my account due to AMEX unfair business practices. AMEX clearly attacks their own business clients to raise rates to extract money when their own stock price is falling. See XX/XX/XXXX and XX/XX/XXXX. Thus these moves are motivated by AMEX corporate profit harvesting policy and not by the customer actions. Figure 1 Prime vs Rate Charged. Prime was Flat. But Card Rate kept jumping up and down and then increased. I attempted to payoff and close the account in XX/XX/XXXX and yet Amex did not close the account as they claimed they had. They then kept the account open and kept increasing new charges and late fees to an account that was no longer active. I attempted 3 more times to close the account and resolve the issues but Amex would stonewall the process and claim that they could not look back more than 10 months and could not help me. They said just pay the new charges to close the account again. Amex then would switch the account back and forth to a collections group and pressure me to make payments on these new fake charges and constantly harass me to make more payments while at the same time destroying my credit further. Amex would increase the interest rates on the account so that the new payments made only went to paying the fake fees and fake interest on the fake charges and nothing went toward principal. After a few years of this torture I had to stop being abused by American Express and started fighting back. American express was basically blackmailing and extortion of money by causing a mistake and then enforcing collection on me for their own financial mistake. These are a combination of errors by Amex related to my blue for business credit card account and the associated business line of credit. The errors occur in XX/XX/XXXX to XX/XX/XXXX when AMEX took away the business line of credit and transferred fees against my business credit card and caused over $XXXX in new fees and expenses. Amex did not correctly fix the mistake at that time. In XX/XX/XXXX and XX/XX/XXXX I had attempted to correct the mistakes on the account and close all the accounts. At that time AMEX closed my personal credit card accounts but did not correct the business account that was in error. The Business account was again disputed and attempted to be corrected in XX/XX/XXXX and XX/XX/XXXX. These efforts also failed to correct the errors by AMEX. At which time AMEX then pushed the account to collections groups who ruined my credit and pursued me with aggressive tactics. These collections groups made the situation worse and confused the account status further and cause new harm and new charges. During the period of XX/XX/XXXX to XX/XX/XXXX AMEX continued new fees and charges to a fake account balance that was already in dispute and already had an account error. The new charges included over $XXXX of additional fees and charges by Amex. This account had zero new purchase since XX/XX/XXXX. All the charges in the last 5 years have been created by AMEX and caused by AMEX original mistakes in XX/XX/XXXX to XX/XX/XXXX. These mistakes have cause significant damage to my finances and credit score and my reputation. These aggressive and illegal tactics by AMEX and the collections group have violated my rights and did not provide me a method to resolve the matters. Amex continued to just create excessive bills and fees based on their original errors. In XX/XX/XXXX I took on AMEX directly to try and resolve these matters once and for all. I requested 17 years of all Amex statements and had and accountant provide a ledger and review of the account to locate the errors and do a financial forensic review of these matters. I was highly concerned with my findings and can prove misconduct by AMEX and related parties manipulating my account fees and costs beyond a reasonable amount. Amex owes me money and a formal correction of my credit reports. In XX/XX/XXXX AMEX Closed my Line of Credit. Shifted all the expenses onto my Business Credit Card and Jacked up My Rate. It completely threw off my entire account and then AMEX aggressively hurt me and my business and my accounts. By shifting a businesses debt into my personal business account they forced actions against me and reduced my ability to pay by overcharging fees. I was in good standing until these actions. Amex made these changes because of the economic recession and they choose to force these changes on customers with zero notification and at aggressive rates of interest to try and save themselves at the expense of business owners. Almost all Payments are completed before XX/XX/XXXX and then a few in XX/XX/XXXX & XX/XX/XXXX. By then the Account should have been settled as there are no new charges after XX/XX/XXXX. I made a large payment in XX/XX/XXXX to get the account reset and XXXX out. AMEX offers business customers credit but when the customer attempts to use that credit they raise the rates in the middle of that usage period. There was never a time when my business purchase amount in that moment ever exceeded 30% of the credit available on the account. Prime Rate was 3.5% for 7 years. So that means my interest rate should have been stable at Prime + The Spread My issue is with the Spread that Amex purposefully charged my business account. The timing of when they increased the spread and how they did not notify the customer of changes to the rate spread they decided to charge. Violation of CFPB rules. Basically implementing changes that increased the Fees and Interest on my account. So when I was paying back the principal owed instead the money was going first to paying the new increased spread and much less was going to pay the principal. This type of rate fixing and rate harvesting is unfair consumer practices. In essence a normal 10% to 15% interest rate was charged 100% of the time on me personal account. But on my business account the normal rate was charged only 50% of the time. Instead the other 50% of the time a very high rate of close to 30% interest was being charged. This doubled the spread that AMEX was charging me over the course of 50% of all my transactions based on time. But the most important item is that the timing of these increased charges took place only at the time of higher business charging volume. Basically in a specific window of time basically 25% of all the total usage of the card I had the highest business charges representing 75% of the total amount of charges ever placed on the credit card. During this time AMEX changed the rate being charged specifically on these higher dollar amounts and tripled the rates being charged to gouge me as the business customer and extract higher fees and higher rates. It was hard to see the behaviors in one at a time months. But this is now very easy to see a repeating pattern year after year when AMEX did this behavior repeating and caused more damage to me as the customer and increased my charges and fees aggressively on the business account. To say this is common practice is not true. Because during the same exact period of time I also held a personal credit card it it had zero fluctuations in rates and fees and charges. So this behavior was specific to the business credit card and targeted the Blue for Business account with deceptive practices and inappropriate behaviors by American express. FULL 17 YEAR CUMULATIVE TABLE: This table shows that by XX/XX/XXXX all principal for all purchases had been paid back to AMEX. Since XX/XX/XXXX AMEX has been creating new bills based on Interest charges and fees. DATE All Payments All Purchases All Fees All Interest Charges Purchase Rate XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXXXXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXXXX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX 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XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX$XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXXXXXXXXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX 29.99 XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX XX/XX/XXXX $XXXX $XXXX $XXXX $XXXX XXXX 3. RESOLUTION I am asking for this entire situation to be corrected immediately with the following actions and payments. AMEX owes me $XXXX plus full restoration of my credit history. 100% reimbursement for all overcharges and excessive fees charged to me in the amount of $XXXX cash paid via a check or wire transfer. Resetting the balance due to XXXX dollars on the account and eliminating the existing account balance of $XXXX. Full stop to all credit collections and harassment by AMEX and their affiliates. Full apology and a letter to fix my credit with all credit agencies. Full repair of all my credit scores back above XXXX and my reputation. Complete closure of all accounts with AMEX. Plus letter of good standing claiming all accounts are clear due to completion of all payments and properly handled by me the customer. If these requests go unmet then I will seek counsel and legal methods to c
Company Response: Closed with explanation

Timely Response

2017-12-15

Saint Clair, MO

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I paid on X/XX/2017 with my American Express for car rental in Amount {$720.00}. I used my American Express card because it has car insurance. About 3 weeks after I have return my car I had additional charge on my CC in amount {$250.00} from different company that I paid for car rental. It was probably subcontractor to original rental contract. I have disputed this transaction and turned over to American Express Insurance for investigate. They investigated and sent me letter with information that I used XXXX XXXX to pay for this rental, not American Express. I think it is fraud on American Express side since {$720.00} charge is shown on my statement and I have paid this charge. American Express re-posted transaction in amount of {$250.00} on my statement. If this is true they should refund {$720.00} since they are saying that I did n't pay for my rental with American Express. Regardless I should not spend 3 month disputing this charge
Company Response: Closed with monetary relief

Timely Response

2017-12-15

Manhattan, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2017-12-15

CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: In XXXX American Express broke ties with XXXX so all of the green XXXX cards were cancelled and transferred to other accounts. When that happened we had to use our reward points which totally about XXXX. We chose XXXX XXXX gift cards so we could get carpet for our rental property. Upon finally deciding to use the cards it was discovered that they were totally blank. ( {$250.00} worth ). I was told that a nationwide issue was occurring with all XXXX XXXX gift cards and we would be sent replacements. This took several months meaning we had to pay cash for the carpet. The new gift cards finally arrived and upon going to use them, they were again blank. American Express membership rewards informed me that they had mailed the cards and then promptly deactivated them. I told them I no longer even needed the cards and they promised me a check for {$200.00} instead of the {$250.00} that the cards were worth. Weeks went by. When I finally called again, they told me they had closed the case because a check was sent. I have never received a check and now many months have gone by with still no check. I have made dozens of phone calls and have been promised, promised, promised but still no resolution. I have escalated this twice and have talked to supervisors. The last they told me was because the card has been closed over a year they ca n't do anything. I believe this whole thing has been a runaround to not honor my reward points. I 'm irritated and frustrated. I 've spent hours on this. I want my check.
Company Response: Closed with explanation

Timely Response

2017-12-15

Atl, GA

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2017-12-15

Aliso Viejo, CA

Other features, terms, or problems

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

Credit card company forcing arbitration
Company Response: Closed with explanation

Timely Response

2017-12-15

Evanston, IL

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

2017-12-15

East Union, WA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with non-monetary relief

Timely Response

2017-12-14

Coral Gables, FL

Fees or interest

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

Problem with fees
Complaint: Dear Sir or Madam : American Express hasnt applied the {$650.00} credit which Im requesting in fees due to not receiving statements. Please stop ignoring my requests as every single one has been ignored. I have gotten the odd disputes for this case that are not described as this dispute. The process for this has been very challenging. Requested Credit/Refund : {$690.00} Reason : Statement not Received. I am appealing a rejected dispute on my card. AMERICAN EXPRESS conclusion is wrong. I contacted AMERICAN EXPRESS repeatedly, sending the request via mail & online. I was given a bunch of different dispute numbers for this same issue yet my balance never changed. The wording of their responses didnt match my requests. Its been all a mess and a very difficult process. I never receive the {$680.00} in adjustments. All I got were my old missing statements. I hadnt received statements from XXXX-XXXX since I moved. This dispute is for credits towards those months of being over-billed. I am seeking adjustments for multiple fees charged per month, as not receiving statements caused my bill to increase. The minimum payment amount also skyrocketed because of it. Ive reviewed all of the transactions within the time frame when I did not receive statements. Those fees billed still pending credit are listed below. Fees dates & amounts : XXXX/XXXX/XXXX {$37.00}, XXXX/XXXX/XXXX {$86.00}, XXXX/XXXX/XXXX {$86.00}, XXXX/XXXX/XXXX $ XXXX {$38.00}, XXXX/XXXX/XXXX {$87.00}, XXXX/XXXX/XXXX {$29.00}, XXXX/XXXX/XXXX {$38.00}, XXXX/XXXX/XXXX {$91.00}, XXXX/XXXX/XXXX {$31.00}. The following 6 transactions arent listed in the statement but are shown in the inquiry area under the account services tab and in the open a billing dispute choice XXXX screenshot attached ) : XXXX/XXXX/XXXX {$91.00}, XXXX/XXXX/XXXX {$12.00}, XXXX/XXXX/XXXX {$9.00}, XXXX/XXXX/XXXX {$0.00}, XXXX/XXXX/XXXX {$0.00}, XXXX/XXXX/XXXX {$3.00}, XXXX/XXXX/XXXX {$24.00}. Totals : {$680.00}. Its been a difficult process requesting this credit. I only ask for the credits mentioned.
Company Response: Closed with explanation

Timely Response

2017-12-14

Chester, VA

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: Two transactions on XX/XX/XXXX and XX/XX/XXXX were transacted for XXXX dollars on my card and they were unauthorized. Upon notifying the card issuer they said they would be unable to file a claim on these fraudulent charges. As well they said they would be locking my account and refusing me access to the rest of my funds.
Company Response: Closed with explanation

Timely Response

2017-12-14

PA

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/17 XXXX XXXX gave a XXXX American Express Credit Card Deposit to XXXX XXXX for a job located XXXX XXXX XXXX XXXX, MA, Before XXXX XXXX started the job or send me a contract to sign i cancelled the job with a phone call and a email, after i disputed the credit card charge with American Express for the full amount of XXXX dollars XXXX XXXX response with the merchants that the payment was made for on going projects, American Express still refuses to refund me the XXXX even after i sent them a sign receipt that clearly stated XXXX XXXX XXXX XXXX , MA Down Payment '', a signed letter from the homeowner at the address that no work was performed and copy of a charter law in Pennsylvania that state No Home Improvement work is bidding without a signed contract by both parties, i am lost and need help to get this fraudulent credit card charge off my bill
Company Response: Closed with explanation

Timely Response

2017-12-14

Soquel, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On the reply of my previous complaint XXXX, American Express said they issued XXXX starpoints to my account on XXXX XXXX, XXXX. However, I didnt receive it. American Express simply treated the officers of CFPB as XXXX, and thought that they can just XXXX that they already gave me what I should get, but actually they didnt.
Company Response: Closed with explanation

Timely Response

2017-12-14

San Diego, CA

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: American Express has decreased my credit limit without proper notice. The name/type of credit card has also been changed without notification. ( from XXXX to XXXX )
Company Response: Closed with explanation

Timely Response

2017-12-14

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: In CFPB Ref No : XXXX, Ref : XXXX, your company stated, quote : " We completed the account review on XXXX XXXX, XXXX. As of the date of this letter, you have XXXX XXXX available for redemption '' Unfortunately, the points are still not available for transfers and remain under review, despite what your letter said. Can you please double check as promised in your previous communication and remove the usage restrictions. I will remind you once again that this account is more than XXXX year old ( over 52 weeks ), and the terms and conditions do not allow for such a long review hold ( the terms and conditions talk about 8 - 12 weeks, while this account is over one year old ). If the terms and conditions talk about reviewing an account that is older than 52 weeks please point them out.
Company Response: Closed with explanation

Timely Response

2017-12-14

Urbandale, IA

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 signed up for an American Express Cash credit card with the rewards program giving {$150.00} back after spending {$1000.00} in the first 90 days. I spent the given amount in the first 30 days with and additional {$1000.00} in the following 60 days. After waiting several weeks I called in to collect on the {$150.00} and was told that I was not eligible because I was a previous card holder. Upon further inquiry I was informed that it has been over 12 months since the previous account had been closed and it was confirmed that I was never informed upon opening the new account that I was not eligible for the {$150.00} rewards program because of that.
Company Response: Closed with explanation

Timely Response

2017-12-14

Rochester, NY

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 non-monetary relief

Timely Response

2017-12-14

Phila, PA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2017-12-13

Soquel, 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: I have opened my XXXX XXXX credit from American Express in XX/XX/XXXX because of the following promotion. XXXX XXXX Honors bonus points after spending {$3000.00} or more on the Card within the first three months of Card Membership A free weekend night award after your first anniversary of Card Membership I have already spent more than {$3000.00} within first 3 months, but still I have not received the promotional points. On XX/XX/XXXX, I asked this issue via online chatting, then the representative told me that I will get it next day. On XX/XX/XXXX, I contacted again, then the representative did not explain why they failed to make it as they said on XX/XX/XXXX, and he/she said that they are going to file an investigation. Then, suddenly chat was dropped. On XX/XX/XXXX, I contacted them again. The representative was asking me wait " some more days '' Then, suddenly chat was dropped, again. But I am 1000 % sure that I gave them more than enough time to make it right. Stop lying to customer. Stop saying " wait some more days '' without giving the detail reason why it is delayed. As they charge the annual fee on the exact day, they should provide what you promised on the right time.
Company Response: Closed with explanation

Timely Response

2017-12-13

York, PA

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: American Express recently sent an email to its charge card customers about " Flexible Payment Option ''. This option allows users to carry there balance over with interest month to month. The issue I have is XXXX makes this sound to be a good thing along with providing an incentive to keep accruing interest on your debt. I feel this is unethical for credit card company to entrap its customers. It is also making it harder for customer to know if there full bill will be paid by the end of the month when an auto-pay is already set up which will lead to carried interest. I have copied the text below. I also want to clarify that I have not signed up for this program but realize many other people will unknowingly. " As a valued American Express Charge Card Card Member, you deserve choices when it comes to paying your bill each month. We 'd like to invite you to enroll in the Extended Payment Option1, a feature that gives you the flexibility to carry a balance with interest or pay in full each month. And, if you are approved, you could get XXXX Membership Rewards points.2 '' " Eligible charges of {$100.00} or more will be automatically moved to your Pay Over Time balance up to your Pay Over Time limit. For charges you choose to pay over time, the APR will be a variable rate, currently 16.24 %. ( The rate assigned will be the same as the current rate for your Select & Pay Later feature. ) You still have the option to pay your balance off in full each month. ''
Company Response: Closed with explanation

Timely Response