AMERICAN EXPRESS COMPANY

2017-11-30

San Diego, 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

2017-11-29

Itasca, IL

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: This issue started when I applied for the XXXX credit card as a promotion offer they mentioned to give 100 $ cash back when spend 1000 $ or more in the first three months. I did it and received the cash back bonus but in the mean while I have received so many letters saying that i would be given 250 $ when spend the 1000 $ as a welcome gift but when asked about it the XXXX guys opened an investigation and took almost 2-3 months saying that the issue will be resolved. But the customer representative when contacted keeps on disconnecting the chats and is trying to avoid the chat with me but when finally I asked for it they say that I was not eligible for it and when asked why?. They did n't give me any appropriate reason. This was so misleading by them that i was expecting the 250 $ cash back at some point of time. BUT THIS IS LIKE A KIND OF CHEATING OR FRAUD BY THE COMPANY. if I was not eligible for that offer then why the XXXX they should send me a tons of mails saying that i would get 250 as an offer. This is completely disgusting and they are not at all bothered about customers and their concerns. I am writing this only to make more people aware that not to fall in any kind of traps, frauds or misleading adds given by the XXXX.
Company Response: Closed with monetary relief

Timely Response

2017-11-29

E Town, KY

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Company Response: Closed with explanation

Timely Response

2017-11-29

Allamuchy Twp, NJ

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
Company Response: Closed with explanation

Timely Response

2017-11-29

Chicago, IL

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2017-11-29

Chicago, IL

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2017-11-29

Colts Neck, NJ

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX, I submitted a payment online for my American Express Blue Cash credit card for the total balance of {$310.00} from one of two bank accounts linked to the credit card account for payments. I incorrectly used one of the bank accounts, XXXX XXXX XXXX XXXX, that did not have sufficient funds instead of the correct bank account, XXXX XXXX XXXX XXXX, from which I 've been making payments to American Express for years, on time and well over the minimum due. When I realized the error, American Express had already tried two times to receive these funds from the XXXX XXXX XXXX XXXX account. As such, I received two {$30.00} fees for insufficient funds in the account from the bank. I immediately called American Express when I realized this error on Monday, XX/XX/XXXX. A representative understood my request and processed the payment of {$310.00} from the XXXX XXXX XXXX XXXX account. However, the next day, Tuesday, XX/XX/XXXX, American Express processed a third attempt to receive the funds from XXXX XXXX XXXX XXXX, for which I was charged a third time for insufficient funds. When I called American Express to address this third incorrect payment, they told me they would refund the returned payment fee that American Express charges but that they could not address the insufficient funds fee charged by my bank.
Company Response: Closed with explanation

Timely Response

2017-11-29

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 applied for the XXXX XXXX from American Express toward the beginning of XXXX XXXX. On my XXXX XXXX, XXXX statement it states that XXXX points were earned. The cardmember agreement attached herein, ( page 3 of 4 ) states, " We transfer the points you receive to your XXXX XXXX program account after the end of the billing period in which you received them ''. I noticed that on page 5 of 11 of my XXXX XXXX statement, that the terms were to be updated as of XXXX XXXX, XXXX to- " We are adding language to clarify that bonus points will be posted to your XXXX XXXX account 6 to 8 weeks after the end of your billing cycle. To be eligible to earn the bonus points, your account must not be canceled or delinquent at the time of bonus fulfillment. '' As such, I waited 8 weeks and then some before filing this complaint even though this was not required according to the terms that governed my account at the time of my XXXX statement. Additionally, my account is currently active and is not delinquent. It would seem that American Express has not fulfilled their responsibilities in this matter. During this period, I did call several times to try and resolve the matter, to no avail. I have no recourse at this point other than to file this complaint. I have also seized spending on this account and redirected it to other credit cards that I hold that do award me the points or cash back that I was promised and am entitled to.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-29

Quartzsite, AZ

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am a victim of identity theft. The inquiries, which appears on my credit report from XXXX XXXX XXXX dated XXXX/XXXX/XXXX, XXXX XXXX XXXX/XXXX/XXXX and AMERICAN EXPRESS dated XXXX/XXXX/XXXX, does not relate to any transaction ( s ) that I have made. It is the result of identity theft. I received a copy of my credit report and discovered a hard inquiry from your company. I did authorizing this inquiry. I did not apply for any credit with your company and have not existing accounts. Please delete this information from my credit report, pursuant to section 605B of the Fair Credit Reporting Act.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-29

Nyc, 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: On XX/XX/XXXX I applied for American Express XXXX XXXX XXXX credit card. They promotion they were advertising at the time was if you spend {$2000.00} in within the first 3 months you will receive XXXX bonus miles and if you spend and addiontal {$1000.00} within 6 months you will get an additional XXXX miles which would equal XXXX miles altogether. Also if you make a XXXX purchase you will get a {$50.00} statement credit. This promotion expired on XX/XX/XXXX. My first statement was cut in XX/XX/XXXX and I saw the I was given XXXX bonus miles before I spent {$2000.00}. I called XXXX to find out why I was given these miles and to find out more information in regards to how the program worked. He explained to me that I was under the promotion if I spend {$1000.00} in the first 3 months I would get XXXX miles. I explained to him that was not the promotion when I applied and explained the miles my account is supposed to be under. He told me he does not see anything about that promotion for my account and asked if I have proof about the promotion? How are you asking me if I have proof? I would think XXXX would keep track of these programs and apply them accordingly to each customer that qualifies. When I received my credit card there no documentation of the promotion. After going back and forth he told me that an investigation would need to be opened to find out the issue. I have read online that numerous customers have had this issue and kept giving them the run around about opening a investigation and that it should be completed in 6-8 weeks, they have stated they are still waiting on their miles after 1 year of the initial investigation. I have already reached the {$2000.00} limit and I would like my account to be put under that promotion and receive everything the promotion stated.
Company Response: Closed with explanation

Timely Response

2017-11-29

Trumbull, CT

Getting a credit card

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

Problem getting a working replacement card
Company Response: Closed with explanation

Timely Response

2017-11-29

East Rockaway, NY

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

2017-11-29

College Hill, 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
Company Response: Closed with explanation

Timely Response

2017-11-28

Bethlehem, GA

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 has frozen my Membership Rewards for more than 3 months since late XX/XX/XXXX, in which I lose the ability to transfer the Rewards to their airline partners. In the period, I have contacted them multiple times, including most recent on XX/XX/XXXX ( XXXX XXXX ). Each time the Membership Rewards customer representative simply reiterated that the account is under review by the Corporate team and it could take few weeks to be finalized. When I asked a specific time frame for the issue to be resolved, they indicated that they can not do anything about it and all I can do is to wait. The customer representative also mentioned that there is no communication available to reach the Corporate team, not only for customer but also for the Rewards program agents.
Company Response: Closed with explanation

Timely Response

2017-11-28

CT

Fees or interest

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

Problem with fees
Complaint: I decided to cancel an XXXX American Express card when I was charged an annual fee for the second year. I called to cancel it early this year, and the representative who helped me confirmed the cancellation and said nothing else. However, I continued to receive statements with a charge for the annual fee. When I called about this issue on XX/XX/XXXX, I was told by XXXX ( XXXX ) that there was a 30 day deadline for cancelling the account without an annual fee, and that I had been four days over the deadline. I objected that the representative had not informed me of this, and that if I had known, I would have kept the account open. I asked for the annual fee to be removed, or, if that was not possible, for my account to be reinstated. I was told that neither was possible. When I asked to speak to a manager, my request was refused. This representative did promise for my complaint to be sent to the proper department and that they would contact me about the result of their investigation. After not receiving any news for several months, I called again on XX/XX/XXXX, and this time spoke with with a manager ( XXXX ), who repeated that while they had tried to remove the annual fee both in XXXX and now, their software programs were not allowing them to remove it. He also repeated that I could not reinstate my account as it was past a three month deadline for that action. In summary, I am being asked to pay an annual fee for an account I can not use ; the company representatives tried to remove it and thus sanctioned the removal, but were unsuccessful.
Company Response: Closed with monetary relief

Timely Response

2017-11-28

Allen, TX

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

2017-11-28

San Jacinto, 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 applied for an American Express Business Gold Rewards card under through a mailer that I received that offered XXXX points after spending {$5000.00}. By XX/XX/XXXX I had spent {$5800.00}. Upon looking at the Membership Rewards that I was going to be receiving, it was greater than XXXX points that I would receive. Unfortunately, I accidentally made 3 payments to my Credit Card through the wrong bank account, which caused those payments to be returned. ( These payments were in advance, my statement had not yet closed, and my previous statement was paid in full already ). American Express put a hold on my account and shortly after closed my account. I first made contact to get my account reinstated trying to explain what had happened, with no prevail. I then was in contact with American Express Membership Reward support between XX/XX/XXXX and XX/XX/XXXX, in concern for the Membership Rewards that I was promised to receive. One American Express representative assured me that if I paid off my statement I would receive the points I earned after my statement closes, and I would have to call the American Express number in order to redeem those points. After calling today, XX/XX/XXXX, I was now informed that my points are forfeit because my account is closed.
Company Response: Closed with explanation

Timely Response

2017-11-28

Livingston, NJ

Fees or interest

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

Problem with fees
Complaint: I opened new XXXX Simply checking account in XX/XX/XXXX with account # XXXX. I made my first two bill payment on XX/XX/XXXX for {$29.00} to XXXX bank and {$25.00} to XXXX. On XX/XX/XXXX I got call from XXXX that my payment has been rejected due to inactive account. I said my account is active and has {$20000.00} balance. Upon further review they said they have paid both bill out my old account ending in XXXX rather than ending in XXXX. I said I only have one simply right checking account ending in XXXX. ( XXXX ). On XX/XX/XXXX bill pay account was corrected and both XXXX bank and XXXX were paid correct amount. However, XXXX charged {$25.00} returned fee and XXXX charged {$50.00} for returned fee ( {$25.00} twice ). For your review I have attached the {$75.00} charges statement. XXXX have credited {$25.00} fee however XXXX is not crediting {$50.00} that was charged by two times of {$25.00} charges on XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-28

Manhattan, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-11-28

Staten Island, NY

Struggling to pay your bill

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

Problem lowering your monthly payments
Complaint: On Tuesday XXXX XXXX 2017, I called American Express to see if they were able to help me with an installment I set up 2 weeks ago. I made a large purchase over {$6000.00}. On the XXXX app it gave me an option on enrolling into a plan it ( payment agreement plan for that huge purchase ). The max amount of installments it let me enter was 3 which was ridiculous. I 'm not able to pay that amount monthly for my credit card. So I 've been calling since XXXX XXXX to see what could be done, if I 'm able to get more installments or to opt out of the program. By enrolling into this plan, I was not aware that the mandatory minimum payment was going to be from {$150.00} all the way to {$2100.00}. Thats insane, I 'm not able to do that. I called them and they transfered me to 6 different people that did n't take the time to help me at all, I ended up talking to the same person ( XXXX ) who transfered me to another department just because he didnt know what to do!! I was on the phone almost an hour being transfered back and fourth. I stood calm the whole time, at last I was transferred back to XXXX who I asked politely if I was able to speak to a manager, he then placed me on hold and transferred me to a department that was closed!!! The automatic machine gave me an option to go back and press # 1 to speak to someone in customer service and when someone picked up, they hung up on me because they heard my voice and knew it was me again! No one should ever experience such bad customer service. No one knew what I was talking about and how to help! This is frustrating and crazy. Something needs to be done! It 's really not fair to me.
Company Response: Closed with monetary relief

Timely Response

2017-11-27

Skanawan, WI

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

2017-11-27

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: - XXXX/XXXX/17 I got identity theft and XXXX ( American Express ) called me to confirm if I applied for it. I said no and they cancelled it However they did not cancel my hard inquiry and I called them back to remove this. The reps did not know how to go about this as they were unable to find my application. So they hung up on me few times which left me with no choice to contact the CFPB. I even asked XXXX to remove the hard inquiry but they were unable to. I thought this was weird too since XXXX handled it very well and quickly. XXXX XXXX also sent a declined letter of an application that I DID NOT submit. Yet they are also hard to reach to get this hard inquiry removed too. Please advise how I can get this amended immediately.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-27

Occoquan, VA

Fees or interest

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

Problem with fees
Complaint: I applied for and received the American Express Blue Cash Card ( XXXX ) in XX/XX/XXXX. The invitation information said that there is no fee, and I also enjoy 0 % interest until the end of XX/XX/XXXX. I therefore applied for a balance transfer of {$6200.00} when I applied for the card. The balance transfer was approved and executed in XX/XX/XXXX. However, AmericanExpress incurred a 3 % balance transfer fee against my account. I believe this is not consistent with the invitation material that AmericanExpress sent me, and therefore a breach of contract. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-11-27

San Diego, CA

Getting a credit card

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

Sent card you never applied for
Complaint: Why do we get cards from credit companys or even applications that can very well create fraud especially for people that have moved. Why isnt our government protecting us more from this fraud and only allow people that want credit cards to apply for them and those that dont need or want one not be sent applications. I dont understand this from our government as they are supposed to be their for the people and not the people for the government. We pay as citizens government employees and this needs to stop.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-27

Tampa, FL

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 non-monetary relief

Timely Response