AMERICAN EXPRESS COMPANY

2019-09-19

Mill Valley, CA

Fees or interest

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

Problem with fees
Company Response: Closed with non-monetary relief

Timely Response

2019-09-19

Rncho Domingz, 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: I have been a longtime holder of American Express credit cards. Certain of these cards earn Membership Rewards points, which can be transferred to airline miles programs and used to redeem flights. On XX/XX/XXXX, I attempted to transfer XXXX membership rewards points to XXXX. I need these points to book a long-planned family vacation. When I attempted to transfer the points ( as I have done many times in the past ), I received a message that I was unable to do so because my account is under investigation and has been locked. I called to investigate, and nobody would give me any information despite my repeated attempts. The only information they could provide was " my account was locked by corporate, '' " they do not know why, '' " it is impossible for me to speak with anyone in corporate, '' and " I should expect to hear more in 6 to 8 weeks or longer when the investigation is complete. '' This is crazy. I need to use these points now or my family will be unable to go on our long-planned vacation. There is no basis whatsoever for withholding my points. I imagine AmEx will eventually figure that out, but forcing me to wait an indefinite period without access to my earned points in unacceptable.
Company Response: Closed with explanation

Timely Response

2019-09-19

Rockwell, NC

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 XX/XX/2019 I noticed that American Express was offering a credit card called Blue Cash Preferred. They offered {$300.00} cash back if I were to spend {$1000.00} in the first 3 months. See : https : //www.americanexpress.comXXXX XXXX. This was the URL used but it is no longer working : https : //www.americanexpress.com/XXXX XXXX XXXX XXXX XXXX XXXX Attached below is a Word document containing the screen shot of the offer. I took a screen shot on the day I applied. It clearly says {$300.00} back. I applied for the credit card on the day of the offer -- XX/XX/2019. Proof that I filed on the day and time the offer was made is the screen capture of the date of the word file which was stored by XXXX on my computer. See the attached file called, " This shows the date on the word doc which is XXXX the date I submitted ... '' My account with American Express shows that my account was set up on XX/XX/2019. Three months later when I fulfilled my obligation to spend {$1000.00}, American Express failed to meet their obligation. American Express did not credit my account with {$300.00}, the offer American Express made. Instead, they only credited me {$250.00}. When I filed a complaint with American Express, they said they would investigate. However, upon investigation, they denied my complaint. I told them I had a screen capture of their offer but they did not seem to want it. They never told me how to send the screen capture to them. They denied my complaint saying the application did not have the proper code -- some code I guess for {$300.00} -- on the application form. When I later read off the screen capture with the URL code on it for the very page showing {$300.00}, American Express still refused to credit me with the missing {$50.00}. I would call that false advertising. I suspect that few future customers make a screen capture of their offer. They should not get away with such a deceptive practice this time.
Company Response: Closed with explanation

Timely Response

2019-09-19

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with non-monetary relief

Timely Response

2019-09-18

Las Vegas, NV

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: On XX/XX/2019, I was notified that the dispute was closed and declined even when the transactions were fraud once again. Letter Attached. I was notified when I called back on XX/XX/2019 that the case was closed and the issue was not resolved within the 10 business days as stated per the communication with the company and the information which was submitted and the cardholders terms and conditions of fraud. I am being held liable for the fraud. which the communication of the American Serve Card is Deceptive with marketing practices and state law in Nevada. After going through my statement this is why Ms. XXXX states the charges were more than the {$910.00} after locating the first date of the charges {$1400.00} correct amount and submitting the correct paper work the first time when asked by the dispute department declaration of fraud form on XX/XX/2019 - XX/XX/2019 with closed card account number XXXX. The company stated to reopen the claim and resend the information, I also asked was the delay or the claim closed because of the new card and was told no and the employee XXXX told me the general statement that the claim was denied and when I asked her to review the account information once more and preview the same claim information with the credits she said she could notice how the claim remained of the claims were denied when the start of the claims were approved without error no addition notes, accept the claim was valid for fraud for {$35.00} from the same merchant out of {$1400.00}. The company purposefully cherry picked the claims to approve even though I sent evidence showing these charges were not mine and I did not authorize the charges {$1300.00} remaining. XX/XX/2019 XXXX. The scam merchant sent me an email asking for a copy of my credit card. I did not send it. On XX/XX/2019 I notified American Express Serve customer service that I had received text message alerts totaling {$910.00} was made using the card at a XXXX XXXX /XXXX XXXX with out my permission. I was told their was noting they could do, in my card holders agreement it states the card is protected from fraud. I have never made a claim because my card is normally secure. somehow my card was compromised and I was charged via an online portal. I contacted the merchant and no one responds. the merchant information is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX International phone number : XXXX XXXX I had the card blocked because the rep said I could not close the card to protect the remaining fund and direct deposit on the card. I notified the FTC and local police, the police department said if it did not happen in their jurisdiction there was nothing they could do because I did not have the proper information for the merchant because they are not located in the US. I did contact the FTC to and file a claim which is XXXX. I am also a vidicm of identity theft as well from XXXX and XXXX data breaches and some other company.
Company Response: Closed with explanation

Timely Response

2019-09-18

FL

Incorrect information on your report

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

Account information incorrect
Complaint: THERE ARE MANY ON ALL THREE CREDIT REPORTING COMPANIES THAT ARE INCORRECT OR INQUIRIES THAT I MYSELF NEVER DID AND ALSO DIFFERENT CARDS STATING NOT PAID THAT I PAY OFF EVVVERY MONTH!!!!!
Company Response: Closed with explanation

Timely Response

2019-09-18

Natrona Hts, PA

Other features, terms, or problems

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

Problem with balance transfer
Complaint: I don't know if a financial credit card company can do the following or not? I received a credit card with a Balance Transfer Offer that I took advantage of and since XX/XX/XXXX I've had the same Minimum Payment Percentage for my monthly bills until this month. When I received the card and its documentation, a specific Minimum Payment Percentage was stated. My {$0.00} APR Balance Transfer does not expire until XX/XX/XXXX. However, the Minimum Payment Percentage doubled this month. Are they allowed to do this? Also, I typically pay the same amount every month from the 1st statement on, which is typically more than the Minimum Payment. I do not typically look at my statements monthly because I did not know that they could change their process or the Minimum Payment requirements. Luckily, I did look at this month statement or I would not have met and paid the new Minimum Payment. Balance Transfer Agreements specifically state that you have to meet the Minimum Payment or the {$0.00} APR Balance Transfer Agreement would be null and void. Changing the billing process in the middle of the Balance Transfer Agreement, seems a little predatory to me where they might get a certain number of participants mistakenly missing the increase and therefore, breaking the original Agreement. They told me that the information regarding this change was emailed, but I can not find any notification of it. If they are allowed to do this, I guess I do not have a complaint. However, it doesn't seem fair that they can change the Minimum Payment Percentage during a specific Balance Transfer Offer Agreement.
Company Response: Closed with explanation

Timely Response

2019-09-18

Cordova, TN

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

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

Timely Response

2019-09-18

Leeton, UT

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: On XXXX an unauthorized inquiry from American Express appeared on my XXXX credit report.this was not authorized by me my ss # is XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-09-18

Goose Creek, SC

Problem with a purchase shown on your statement

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

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

Timely Response

2019-09-18

Henderson, NV

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2019-09-18

Fresno, CA

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
Company Response: Closed with non-monetary relief

Timely Response

2019-09-17

NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Overcharged for a purchase or transfer you did make with the card
Complaint: On XX/XX/2019, I withdrew/transferred {$75.00} to my bank account. I had an overdraft fee from a courtesy pay that I was covering because I knew I had another withdrawal that needed to come out on XX/XX/XXXX and I needed it to be covered by my courtesy pay. The withdrawal never happened, it didnt even show on my account transactions, so I called Amex Serve Card on XX/XX/XXXX because the transfer never took place and my courtesy pay could not pay my transaction, so I ended up with another bounced check fee and the bill that courtesy pay would have covered didnt get paid. When I called Amex they told me it could take up to 5 business days for a transfer to take place. I told them I have done this many times and it never takes more than 2 days for the transfer to take place. Then when I checked my transactions this morning XX/XX/XXXX it is on my transactions for XX/XX/XXXX, even though they deducted the money from my account on XX/XX/XXXX. Now I cant even dispute the transaction with the bank based company n the transaction date, which was before the auto pay date. So I have charges from the bank, my car payment company and my car payment didnt get paid.
Company Response: Closed with explanation

Timely Response

2019-09-17

Glendale, CO

Getting a credit card

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

Sent card you never applied for
Complaint: About 5 days ago I got an agent on the phone that said he was with American Express. He started asking me for personal information and I told him I wasn't interested with American Express. He kept trying to get personal information and I told him I don't have to give it to him because I'm not interested. He said no problem. XX/XX/19 I received 11 different envelopes for me to fill out to join American Express. I was so angry.. I talked to a Rep today and she said to give this information to you and you would be able to help to clear up this situation. I had no idea people trying to get people to join could be so ruthless! I hope this story helps someone else.
Company Response: Closed with explanation

Timely Response

2019-09-17

Lk Buena Vis, FL

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 have had Amex cards since 1997. I have had Membership Rewards points for a few years now. Every time I try to redeem points, they freeze my rewards account. When I call they say now that its a technical issue thats been going on for the last week, and to give it a few more days. Everytime I contact them I get another answer. This time they say its a technical error, but the error says my rewards account is being reviewed. At this point I am about to file a small claims case against them for the points and terminate my cards.
Company Response: Closed with explanation

Timely Response

2019-09-17

Billerica, MA

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 am a member of American Express for over 25 years. I have 2 platinum cards and 1 regular American Express card. I maintain those accounts in good standing for the benefit of membership rewards. Today I needed to transfer 20 % of the points to partner airline to purchase tickets. I was unable to do that due to " This action will not be completed at this time because your account is currently being reviewed to make sure all eligible purchases meet qualifying criteria. '' I am sure that I didn't do anything different from what I have done in the past 25+ years that would cause suspension of my benefits. Membership reward points are credited on account for the reason for spending money on the account and paying your bills. I spent money and paid my bills. if my membership rewards balance not unlocked I will lose my tickets and it will be serious damage. I spent 1 hour on the phone with a representative and her supervisor and neither of them was able to expan me what is the problem with my account and when it will be resolved. They also were unable to name anybody in charge who can explain what is the problem and how we can solve it. I pay for 2 car ds {$450.00} each to be Platinum member per year and I am not getting what I am paying for. please help.
Company Response: Closed with explanation

Timely Response

2019-09-17

MN

Problem with a purchase shown on your statement

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

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

Timely Response

2019-09-17

MN

Problem with a purchase shown on your statement

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

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

Timely Response

2019-09-17

Bedford, TX

Struggling to pay your bill

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

Filed for bankruptcy
Complaint: American Express reported that my account had been settled on XXXX. They sent me a statement and letter stating I was past due on my account. I called today, XX/XX/19 to determine what was going on and paid the balance in full not knowing that they had already reported that the balance on my card was settled under my bankruptcy. Unethical ... all for {$130.00}.
Company Response: Closed with monetary relief

Timely Response

2019-09-16

Salton City, CA

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
Complaint: On XX/XX/2019, I was called on my landline by XXXX. I was told by XXXX XXXX, he was a network telephone support expert. He asked me if I was using my computer, I said no. He said well you won't be able to your security has been compromised. I opened up my laptop, he was right.I documented the case ID XXXX.he proceeded to say he wasn't able to obtain the security key and serial number on all my devices, he continued with we have to change the security key by obtaining physical XXXX security cards in the form of gift cards. When I questioned that, he said after you make the purchases, you will go home and go to your e-mail account and be able to see the XXXX Refund Receipt. Initially I went to XXXX, purchased 2 {$500.00} dollars gift cards with my American Express card. I opened my laptop, which was now working, went to my e-mail,, with an XXXX refund receipt. ( I have been a XXXX user for many years ). I have copies of everything. He called me back 10 minutes later, and said, it helped to get my computer to work, but my computer was not safe, the cards were old and it didn't work.This happened two more times to the total amount of {$8000.00}. I immediately, notified the local police, the FTC, the FBI, XXXX XXXX, and American Express.They told me not to worry, i would not be held accountable, due to my credit worthiness and history with them, and also my credit habits do not reflect such an obvious scam. I have been receiving bills and finally a debt collector notice. Ive been a XXXX for 38 years, was unemployed when this happened. I am currently working and I just received my first paycheck. Mind you I am 2 months behind on my mortgage. Which says so much about why I wouldn't be purchasing anything from anybody. Please help me, Sincerely, XXXX
Company Response: Closed with explanation

Timely Response

2019-09-16

San Francisco, CA

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with monetary relief

Timely Response

2019-09-16

Anaheim, CA

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
Company Response: Closed with explanation

Timely Response

2019-09-16

Keller, TX

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

2019-09-16

Leesburg, 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 non-monetary relief

Timely Response

2019-09-16

Bowerstown, IN

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with non-monetary relief

Timely Response