AMERICAN EXPRESS COMPANY

2017-12-13

Okc, OK

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 card was stolen on the morning of XX/XX/2017 at around XXXX. I discovered this around XXXX and contacted AMEX to cancel the card and dispute the almost {$450.00} in charges. They informed me that I had to wait until the charges had cleared before they could do anything about it, and would n't even tell me the locations the card had been used. I filed a police report and have been in contact with the police mutliple times. I have provided the persons name that stole the card, contacted the locations and they are getting the video ready of the person that stole the card using it. Every time I speak to someone it is someone in the XXXX who does n't care that it 's XXXX and that I 'm doing everything I can to get this XXXX caught, but they will only say 7 to 10 business days. This is a DEBIT CARD, NOT A CREDIT CARD!! My paycheck went on this!! This XXXX stole half my paycheck and i live paycheck to paycheck. I ca n't afford to wait for them to provisionally refund the amount until the XXXX!
Company Response: Closed with monetary relief

Timely Response

2017-12-13

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: I have the AMEX Platinum Card and have been assigned a Preset limit of {$5000.00}. They obtained inaccurate information of my FICO score from XXXX with out notifying me on XXXX XXXX, 2017. They claimed it to be a XXXX ... My score today is a XXXX. It has not been that low in a couple years when I had no credit. They also said I had a couple delinquencies which is also not true. I also only had 1 credit inquiry at that time when they said I had " too many on my report in the last 12 months. '' I want them to make sure they are checking the right score and that they take off the pre-set limit. I have never missed a payment with them. I love the card, I 'm just disappointed about them not having incorrect information.
Company Response: Closed with explanation

Timely Response

2017-12-13

Lowell, MA

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-12-13

Jacksonville, FL

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

2017-12-13

Bozeman, MT

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

2017-12-13

Irvine, CA

Other features, terms, or problems

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

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

Timely Response

2017-12-13

Marietta, GA

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

2017-12-13

Glenview, IL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-12-13

Stafford, VA

Incorrect information on your report

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

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

Timely Response

2017-12-13

Lowell, MA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2017-12-12

San Francisco, 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: Re : XXXX XXXX XXXX XXXX Account Ending XXXX Last Four of SS : XXXX I opened my XXXX XXXX XXXX XXXX the first part of XXXX, XXXX and applied for this card specifically because of the rewards. **Earn 10,000 Membership Reward points after you use your new card to make {$1000.00} in purchases in your first 3 months** I made well over {$1000.00} in purchases in the first several weeks alone, and 20,973 points were finally posted to the account on XXXX XXXX, XXXX ( note that these took nearly two months to post ). When I tried to redeem the points for a gift card on XXXX XXXX, XXXX, a message popped up that said the account was under review. I have since spoken with numerous people at American Express and received different answers as to why, but the last person with whom I spoke advised that since I had returned a few items, the account was flagged. Furthermore, I was advised that every time I go into the account to try to use the points ( that still show as valid!! ), their system automatically resets a 6-8 week timeframe in which Im unable to use the points ( points that I have earned ). That would have been good information to post on the account! My purchases since opening this account in XXXX, XXXX have totaled {$6600.00} and I have paid {$5900.00} on this account between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. I used this credit card exclusively until about 1 week ago and will not be using it until this matter is resolved. I would like the hold on these points removed immediately and would like to redeem the points which I have earned.
Company Response: Closed with non-monetary relief

Timely Response

2017-12-12

Oak Park, IL

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

2017-12-12

Shulerville, SC

Other features, terms, or problems

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

Other problem
Complaint: Starting XX/XX/XXXX, I asked American Express ( where my wife and I have credit cards ) to stop sending any financial information ( payment dates, amount paid, etc. ) of ALL of their cardholders to XXXX. XXXX has admitted allowing hackers to steal personal information from over XXXX,000,000 individuals. They can no longer be trusted with any of our personal information relating to credit card payments, mortgages, etc. Not only they gross negligent, but as Senate hearings in XX/XX/XXXX showed, XXXX is now making millions more from its mistakes by pushing its monthly fee program to protect you from identity theft. XXXX is like the arsonist who burns down your house then says " For $ XXXX/month I 'll give you notice if I plan to do it again. '' I sent American express three emails explaining in detail why I did not want them to send any more financial information of all its cardholders to XXXX. If they simply stopped sending my and wife 's monthly information, our credit scores would plummet ( as XXXX warned me would happen when I spoke to them ). So only if American Express stops sending ALL its cardholders information, can this be accomplished. Not hearing back for eight weeks, I believed I was due the courtesy of a response since my emails were forwarded by a top American express executive to what she called their " credit risk leadership. '' The latter 's response, which I received on XX/XX/XXXX, said they were " continuously evaluating our relationship with XXXX to determine the best way to move forward. '' This is gobbledygook. Since the XXXX scandal broke, they have had months to evaluate their relationship. While they are " evaluating '' they have sent thousands of piece of financial information from their cardholders -- including us -- to XXXX which has shown its complete inability to protect it. What 's left to evaluate? What other reasons might American Express have to not discontinue sending its cardholders ' information to XXXX? One recent XXXX XXXX article pointed to the lending industry 's preference for using XXXX when checking out someone 's credit because XXXX combined the information from several of the other credit reporting companies. Apparently, according to this article, credit reports may be full of errors so that using XXXX ( rather than a single report from XXXX or XXXX ) is better because it minimizes the chance for errors ( in other words, if you combine a lot of XXXX, you 'll likely to get a horse, if you believe that! ). Assuming the above is correct, if American Express stops sending its cardholders ' information to XXXX, XXXX likely will have to go out of the credit report business. American Express will then have to order credit reports -- one nor more -- from XXXX, XXXX, or other smaller companies. This may cost American express more money that simply getting a combined report now from XXXX. This will cut into American Express 's profits. Is that why they are still evaluating '' their position? lastly, if XXXX is so important to American Express and other credit card companies, some other business entity will rush into the field to fill the gap and provide this service. the point is that it is criminal ina very broad sense for any credit card co. to send it 's cardholders ' information to XXXX EVER again. But they are still doing it until ordered to stop to protect the consumers and borrowers of this country. Below is an edited portion of what I wrote American Express on XX/XX/XXXX. They simply have avoided answering my specific concerns. They are stonewalling the issue : If I was sitting with your leadership credit reporting team, this is what Id ask them to consider : 1. There is no way ever to trust XXXX again with the financial information you continue to send them. I dont care if they defensively say one person pushed a wrong button. They needed wall-after-wall of protection and it was their job to protect our information that you sent them. It will be laughable if you continue to send them information and say we can trust them now not to do that again. Sorry, one XXXX XXXX like thisXXXX million!!!! -- and youre out! 2. If you cant refute the first premise, it follows you must stop sending them your cardholders financial information. 3. Ive read some arguments that we need the big three credit reporting companies because there are so many mistakes in these reports that lenders who review a consumers credit pick and choose among the three to make sure applicants are creditworthy. My response is other than certain federal mortgage loans which require, I believe by regulation and not statute, all three reports, there is no magic in requiring three reports. Many companies, like yours I believe, use less. If there is a need for more than one report, the market will encourage the creation of a new or the expansion of an existing credit reporting company. Necessity will be the mother of invention ( without XXXX being part of it ). 4. Ive read some arguments that you should wait on taking action because all the lawsuits filed will address the problem by destroying XXXX credit reporting business. We all know how efficient the legal process is on such suits and we all will be six feet under when the verdicts come in. Its a copout to leave this to the courts when all you have to do is turn the spigot off and keep your information about your cardholders from XXXX. 5. You might say XXXX, well stop sending your information to XXXX if you request so in writing. XXXX answered that. My wife and I have credit scores in the XXXX and if we individually are able to block our information from any of the credit reporting companies, they will report that we have made late payments or failed to pay and there goes our credit. No, it has to be done for all your cardholders or none. then XXXX 's information will have a fatal gap and be worthless to lenders. 6. Does American Express, with a sterling reputation, want to lead or follow? If you cut XXXX off, their reports become worthless. XXXX, XXXX, & XXXX will have to follow. Theres no way to defend sending them any more financial information without looking ridiculous and contemptuous of your cardholders. I urge you to lead, not follow. Make us cardholders proud of you by putting our interests first.
Company Response: Closed with explanation

Timely Response

2017-12-12

Lb, CA

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I sent a credit card transfer payment to XXXX XXXX XXXX for {$360.00}. It was for their return book program, where if a store can not sell the book this is a one year insurance that they can with my book XXXX XXXX XXXX XXXX XXXX. I called there sales representive and got one person saying the book money failed to go through and another saying it will take days to go through. All this was verbal. I need something in writing saying my payment was excepted and the service is happening.I am complaining because I am getting mixed signals verbally. I need assurance my money transfer and service is effective. Was the money taken from the American Express Account by XXXX XXXX? I would like to know : XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX Toll-Free Phone Number XXXX Fax Number XXXX XXXX XXXX XXXXt XXXX XXXX XXXX XXXX XXXXXXXXXXXX
Company Response: Closed with explanation

Timely Response

2017-12-12

San Diego, CA

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
Company Response: Closed with explanation

Timely Response

2017-12-12

Evanston, IL

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
Company Response: Closed with explanation

Timely Response

2017-12-12

Chestnut Street, IL

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2017-12-12

Las Vegas, NV

Incorrect information on your report

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

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

Timely Response

2017-12-12

Old Town, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-12-12

MA

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 received a direct mail offer on or around XXXX XXXX from American Express, to apply for their Platinum Delta Skymiles Card. The offer was enticing as it offered me XXXX Delta SkyMiles and XXXX MQM for spending {$3000.00} in the first 90 days. I immediately called XXXX and applied for this offer, but the rep taking my application, could n't locate my promotion offer code. She processed the application and promised to process an " Icare Case '' to add the promo code manually. However, the incorrect promo code was applied, and I only received XXXX Miles and XXXX MQM. This was not what I had expected or agreed to, and filed a follow up case. Since filing the follow up case, no resolution has been made, and XXXX is not guaranteeing me nor are they giving me the promotion for which I applied. This is unfair and deceptive practice by XXXX, in getting customers to apply for their credit cards. I offered to submit a copy of the direct mail offer that received for their review, but they refuse to take it for review as proof.
Company Response: Closed with explanation

Timely Response

2017-12-12

Albuquerque, NM

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

2017-12-12

South Florida, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: Dear company on XXXX XXXX 2017 I noticed that a recent inquiry from your company was placed on my credit file. I received several alerts in my email showing me the inquiries and what companies. I am unaware of the inquiries and I am now working with an investigator to assure nothing more occurred during the inquiries that would cause me and my credit more problems. Seems like this has happened in the past due to a credit breach and fraud. I dont know if this was a mistake or an error this is very frustrating for me and I am in distress because Im not sure of where these inquiries came from but my job is to make sure that this wasnt an inside job with your company, and the credit bureaus. I am leaning towards taking legal actions on your company, the credit bureaus and whoever is involved with this matter. I have contacted the FTC, the attorney general office located in XXXX XXXX also be aware that you will receive legal documents pertaining this matter soon. I have attached a letter to the file, please read the letter. I am in the process of getting ready to purchase a home by the end of this month and I am XXXX something like this occurred at this time. Sincerely XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2017-12-12

Goldsboro, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-12-11

NY

Closing your account

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

Company closed your account
Complaint: I have been an American Express card member since 1986. I recently received a letter informing me that one of my two accounts ( XXXX XXXX ) was under financial review. Bear in mind, my account has never been paid late, ever. In fact, American Express has increased the credit limit on the account twice, without my requesting the increase, in the past 12 months. I was asked to give approval for XXXX to access my tax return. What? There is absolutely no reason/rationale for XXXX to make this request. I refused to give XXXX access to my tax returns and my account was closed.I believe this act will unjustly damage my credit rating since I still carry a balance on a closed account. I also have a Platinum card with no credit limit and I have never been asked to produce tax statements. I would like this issue investigated for fairness and lawfulness.
Company Response: Closed with explanation

Timely Response

2017-12-11

Foothill Ranch, 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 XX/XX/XXXX, I received an email from American Express stating the following : " '' We are writing to let you know that, unfortunately, you are not eligible to receive the Welcome Bonus for the Platinum Delta SkyMiles Credit Card from American Express. Activity on your account indicates an effort to reach the Welcome Bonus spend requirement in a manner that is not consistent with the terms of your Cardmember Agreement. Please recall that the " How Your Reward Program Works '' section of the Cardmember Agreement states : " If you violate or abuse this reward program, you may forfeit some or all of your miles. '' For your convenience, you can review your Cardmember Agreement anytime by logging in at americanexpress.com, and selecting " Account Services '' then " Card Management '' from the menu. If you have any questions, you can chat live with a Customer Care Professional once you 've logged in. Thank you for your Card Membership. Sincerely, American Express Account Services '' '' When calling American Express customer service to inquire ( XX/XX/XXXX ), they told me I would no longer be eligible for the sign-up bonus because my cancellation of a purchased flight was deemed an attempt by me to meet a minimum spend threshold to achieve said bonus. I asked if I am not allowed to cancel or return items, ( a big perk in my mind for using a credit card ) and was told because of the large amount ( {$1200.00}, 2 round trick tickets on XXXX XX/XX/XXXX ) and subsequent cancellation, they deemed it fraudulent. To me and most people out there, it is fairly obvious charge-backs or credits should n't count towards the minimum spend. When I ask if I may still meet the minimum spend as I still had over a month left to hit the mark, they told me I would no longer be eligible because of the " fraudulent '' activity. I do not believe I broke their Cardmember Agreement Terms. " Violating or abusing '' to them has been me cancelling a charge which seems outlandish. With nowhere else to turn, I 'm hoping the CFPB can help resolve this issue.
Company Response: Closed with explanation

Timely Response