AMERICAN EXPRESS COMPANY

2017-11-12

AL

Fees or interest

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

Problem with fees
Complaint: Credit line of {$1000.00} has turned into. Almost {$1900.00} in fees on a account that is not open
Company Response: Closed with explanation

Timely Response

2017-11-11

CA

Closing your account

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

Can't close your account
Complaint: XX/XX/XXXX : Closed American Express blue cc account ( ending XXXX ) due to forced arbitration opt out refusal by Company. XX/XX/XXXX : Requested credit balance of approximately ( keeps changing ) {$90.00} to be refunded. Per representative XXXX : refund check to be mailed with in 5 business days. XX/XX/XXXX : Requested credit balance of approximately ( keeps changing ) {$90.00} to be refunded again. Per representative XXXX : refund check was mailed, but will be mailed again with in 5 business days. XX/XX/XXXX : Filed complaint with CFPB. XXXX must be hurting for cash funds, if they hold on to closed account fund fraudulently for so long. Maybe this complaint will speed up things and prevent other customers from being exposed to these pretetory business practices. Thank you for your help.
Company Response: Closed with monetary relief

Timely Response

2017-11-11

Houston, TX

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2017-11-11

Ithaca, NY

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 non-monetary relief

Timely Response

2017-11-11

Louisville, CO

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 non-monetary relief

Timely Response

2017-11-10

MO

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 credit card offered when I was making a reservation at a XXXX XXXX. The offer promised a {$50.00} credit on my statement and XXXX XXXX XXXX points provided I used the card to charge {$750.00} in the first three months after it was approved. The card was approved on XX/XX/XXXX. I put {$760.00} in charges on the card by XX/XX/XXXX ( which is the net after a credit of XXXX ) and I have paid all the bills on time. I am attaching screen shots of the offer, a copy of the approval e-mail, and a record of the charges I applied to the card. The credit and XXXX points should have been available to me within 6-8 weeks, but they did not show up. I called American Express on XX/XX/XXXX and they opened a case to review my request. I contacted them after two full weeks and was told it was still not reviewed. I contacted them today via an online chat session and was told the case is still open and it could take up to 2 billing cycles. I think their responsiveness given the promises made in the online offer is terrible. There is no direct feedback provided by them. I have to contact them whenever I want more information and so far all they can tell me is that it is still under review. I think the circumstances show pretty clearly that I lived up to the terms of their offer, but they have not fulfilled the offer.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-10

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

2017-11-10

Washington, DC

Other features, terms, or problems

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

Problem with customer service
Complaint: I was provided a corporate American Express card by my employer. The terms outline " You authorize American Express, its affiliates, and licenses to exchange business and consumer credit reports. You may direct us not to share with our affiliates and subsidiaries ... by writing to us at ... .Please include your Corporate Card account number. '' I wanted to talk to someone about this process. I first tweeted at AmEx and they said I should call customer service at XXXX. I did and, when I reached a human, I requested to direct them not to share my information. They said they were n't planning on it and it should be fine because it is a corporate account. I said that since it was outlined in the terms I wanted to direct them to not share my information and wanted it noted on my account. The person I spoke with then said they 'd connect me to the department that would be able to do that and placed me on hold. After a hold, they said I should call back at a later time because the queue was too long to connect me to the department and I should just call back later.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-10

Liverpool, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: InXX/XX/XXXX, I was contacted by XXXX XXXX with XXXX XXXX XXXX stating she was attempting to collect on a debt on behalf of American Express and threatened to file a lawsuit against me if I did not resolve the matter. Naturally, fearing a lawsuit, I agreed to pay the debt over a period of 2 months. However, recently, on XX/XX/XXXX, I was contacted by XXXX with XXXX XXXX XXXX stating she was reaching out to me in regards to the same American Express debt. She stated the debt was fro XX/XX/XXXXin the amount of {$7600.00} and she too indicated the matter needed to be resolved and threaten to file a lawsuit in my jurisdiction if it was not. I informed her that this debt had already been settled and that I would review my records and contact her to provide her with the information but she did not care. She was rude and right out abusive and continued to threat litigation stating it was not the same debt. However, I never had more than one account with American Express. I was able to get off the phone with her and reviewed my records. Having the contact information for XXXX I attempted to contact her but when I tried to call her the line would ring and then sound busy. I then decided to email her and of course the email was returned undeliverable, and it was then that I realized I may have been a victim of a scam by XXXX and XXXX XXXX XXXX and that the American Express debt may still be outstanding so I reached back out to XXXX and she confirmed that it appeared I was a victim of a scam but and that regardless I had to resolve the debt she was collecting on behalf of American Express. I was so distraught seeing as I had paid {$3400.00} to XXXX XXXX XXXX and the debt was still outstanding. Therefore, fearing the immediate filing of a lawsuit by XXXX XXXX XXXX, I set up a payment plan with XXXX and her colleague, XXXX, to settle this debt. They instructed me to contact my bank and file a claim for the payments paid to XXXX XXXX XXXX but in the meantime scheduled payments to resolve what would be the remaining balance once my bank returned the $ 3K+ and I in turn remitted those funds to XXXX XXXX XXXX. However, because I realized I was initially scammed I immediately thought this was another scam and reached out to American Express directly and they informed me that the account had transferred to XXXX XXXX XXXX XXXX not XXXX XXXX XXXX. It turns out the original American Express account has been sold and transferred to at least 4 companies. XXXX XXXX XXXX XXXX transferred it to XXXX who then transferred it to XXXX XXXX XXXX XXXX and they in turn transferred it to XXXX XXXX. Each time I contacted the new account holder I was provided with the phone number and that is how I have been able to determine who actually is the account holder. Unfortunately, I have been trying to reach the last know account holder, XXXX XXXX to determine if they sill hold the account or the new holder information to determine if XXXX XXXX XXXX is indeed the current account holder but I have been unsuccessful. Needless to say, I had to cancel my debit card and tried to file a claim with my bank for the monies paid to XXXX XXXX XXXX ; however, due to the lapse in time, I was not able to successfully file a claim over the phone ; the claim has to be filed via mail. Either way, my bank cancelled my debit card and XXXX XXXX XXXX was unsuccessful in debiting the second payment of {$560.00} ; the initial payment was for {$1000.00} against my XXXX but I have also cancelled that card and filed a claim for that charge and the charge by XXXX XXXX XXXX ( I used my XXXX to pay a portion to them as well ). Seeing as the payment did not go through XXXX contacted me again today, XX/XX/XXXX regarding the payment. I informed her that per her instructions I contacted my bank and cancelled my card, which is why today 's payment did not go through. She then questioned how my bank planned on refunding me the monies from my claim if my card was cancelled, which was odd to me because the cancellation of my card is irrelevant to funds being potentially credited back to my account due to a fraud claim so I proceeded to ask her relevant questions that would assist me with determining if she and the company she worked for were legitimate. She stated the account holder was XXXX XXXX XXXX XXXX XXXX and she was collecting on their behalf. She also provided me with XXXX 's NY license number as XXXX but was unable to provide me with their address or phone number or an account number linked to me so that I can provide with my deposit yet she advised she would reach out to XXXX to contact me with this information and also request that she send the documents regarding the settlement that she was to send me yesterday. In the meantime, she stated that I needed to go to my bank and deposit today 's payment to XXXX 's account and coincidentally enough they held an account with my same bank. After getting off the phone with her I reached out to my bank to confirm the account information but of course they were unable to provide me with any information. At this point I am seeking information from XXXX XXXX regarding this debt. Do they currently hold this debt or if it was transferred to who was it transferred? I am fearful that I am being scammed again but am also fearful of being sued if it turns out that XXXX XXXX XXXX XXXX is the true holder of the debt and XXXX XXXX XXXX is collecting on their behalf. With that said, I would also like for XXXX XXXX XXXX to validate the debt.
Company Response: Closed with explanation

Timely Response

2017-11-10

Rex, GA

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

2017-11-10

Poughkeepsie, 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: American Express suddenly canceled my credit card. I was a member since XXXX. I had XXXX membership rewards points at the time they canceled my card. I tried to dispute the cancellation but got nowhere. Now I am trying to get my XXXX points I legally earned while using their card. I have not been given any reason for the cancellation or for them not giving me my membership rewards points. This is unfair and I want to resolve this matter.
Company Response: Closed with explanation

Timely Response

2017-11-10

Bronx, NY

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 of this this year I mailed a payment to American Express. One week later my account still had not been credited. I have paid by this method for 25 tears with no problem, therefore I felt it best to contact them. As of this date (XX/XX/XXXX)my payment has not been applied. However, I digress, I tried to apply my rewards points towards the balance, but there was so much confusion on the part of the representative I canceled the transaction. On XX/XX/XXXX, I spoke to XXXX at American Express who told me the credits, much to my surprise were applied and I owed nothing. When I preciously contacted American Express I was told something entirely different. I was told my points would be applied to the balance of XXXX minus the XXXX minimum fee. As I previously stated XXXX at American Express informed me there was no balance. Today XX/XX/XXXX,I called American Express to speak to a supervisor, figuring someone in authority would be able to rectify this problem. The first representative, XXXX< hung up on me. I called and was transferred to a supervisor XXXX. I l left a voicemail and the supervisor has not called me back. Bear in mind I understand mistakes happen. My concern is when the people who are paid to solve your problem are not up to the task.
Company Response: Closed with explanation

Timely Response

2017-11-09

Burlingame, CA

Other features, terms, or problems

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

Problem with customer service
Complaint: I will be filing a claim with the Consimer Financial Protection Bureau for the devious sales tactics of the concierge desk that we experienced this week. Our experience with XXXX XXXX was not representative of the service we expect when booking a higher priced hotel through XXXX XXXX XXXX than what we could get on XXXX. We requested a crib which we never received we were not able to order room service until after waiting an hour for someone to bring us a menu after calling three time and then my wife was not served at the lobby bar because she had our daughter with her. We then called Concierge told them about our experience and she assured us that XXXX would reimburse us the cost of the expenses at the hotel of {$460.00} and then proceeded to book us into the XXXX XXXX which was {$800.00} which we were fine with since we assumed we were getting reimbursed for the night at XXXX. When when we disputed the charge the digital travel department blamed the concierge desk and concierge desk blamed digital. XXXX employs concierge staff who are incentivized to sell higher room, although in this case, XXXX XXXX, Travel Counselor with XXXX concierge used our dissatisfaction to out us into a more expensive hotel and said we would get reimbursed. There are clearly no checks and balances with the concierge at XXXX which had cost us over {$1000.00} this week. XXXX has closed our case with no compensation
Company Response: Closed with non-monetary relief

Timely Response

2017-11-09

Bronx, NY

Other features, terms, or problems

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

Other problem
Complaint: I was an XXXX card holder who paid for the debt protection service and credit monitoring service for ( 15 ) years or more ( gold card ). I loss my job and contacted XXXX to use the service until got a job. My request for was denied. During this time, I learned XXXX was being sued ( American express enforcement act ). The terms of the suit stated XXXX would credit accounts the monies. American express was to credit monies to the account of card holders or issue checks to individuals without accounts. I never received any monies from the settlement. Now XXXX is suing me for the outstanding balance on my account along interest, lawyers fees, and etc. I want like XXXX to to have deducts the monies owed me settlements. I need to know the amounts that should have been credited my account ; so I can have leverage when dealing with lawyers Thank You,
Company Response: Closed with explanation

Timely Response

2017-11-09

Camp 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

2017-11-09

Atlanta, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX-Apparently someone has opened an account in my name and was paying them. But it was not me I have never had a account with XXXX XXXX. I am a victim of Identity theft AMERICAN EXPRESS SERVE- I HAD FUNDS TAKEN OUT OF MY ACCOUNT THAT WAS NOT AUTHORIZED BY ME. {$320.00} WAS TAKEN FROM MY ACCOUNT THAT WAS NOT AUTHORIZED
Company Response: Closed with explanation

Timely Response

2017-11-09

Key Biscayne, FL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I reached a settlement with XXXX XXXX XXXX, XXXX on XX/XX/XXXX on an XXXX ( AMERICAN EXPRESS ) ending XXXX, XXXX XXXX XXXX, XXXX account reference # XXXX. The settlement was being paid on timely manner and Collections agent, XXXX XXXX XXXX, XXXX, did not honor and worse kept additional funds not properly adjusted form balances and agreement. According to settlement agreement payments where to be received in a timely manner which they were sent and post marked correctly. Nowhere in the settlement letter it states that funds had to clear by the date provided but sent in timely manner which they did revive as such and deposited. This collector is in violation of FDCPA by collecting and already provided and being paid for agreement and also not accounting for all funds. I have provided settlement documentation and payments effected which clearly reflect that I had until XX/XX/XXXX to complete settlement and the collector simply voided settlement without regards for my compliance and payments effected in timely manner
Company Response: Closed with explanation

Timely Response

2017-11-09

Lk Buena Vis, FL

Credit monitoring or identity theft protection services

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

Problem canceling credit monitoring or identify theft protection service
Complaint: On XXXX/XXXX/XXXX, payment was received by XXXX XXXX XXXX in the amount of {$69.00}. Of which {$34.00} was disbursed to XXXX XXXX same day. Also, AMERICAN Express had just received its disbursal for {$250.00} on XXXX/XXXX/XXXX, which is around the usual date for that payment. But fours days later, on XXXX/XXXX/XXXX there was a new civil action by American Express on my credit alert for the Last {$34.00} owed to them. On XXXX/XXXX/XXXX I made my final payment ever to XXXX XXXX Counseling which they disbursed to American Express on the same day. However I received XXXX more credit alerts. Another XXXX XXXX by American Express on XXXX/XXXX/XXXX and a charge off account notice on XXXX/XXXX/XXXX by American Express. These are all showing as derogatory remarks on my credit report and I would like them deleted please. Thanks.
Company Response: Closed with explanation

Timely Response

2017-11-09

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with non-monetary relief

Timely Response

2017-11-09

MD

Incorrect information on your report

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

Account status incorrect
Complaint: I had an American Express platinum card. In XXXX, the card was closed. During every month a payment was made. I recently accessed my credit report and it shows to two reporting agencies that the account is delinquent. However, there are no past dues, no late fees, etc. The account is current per my statements. I have requested several times to American Express to help fix this to no avail. On XXXX XXXX, XXXX I spoke to American Express to get my account number as my credit report and the account number on the report do not match. I spoke to XXXX, ID # XXXX who said that American Express could not give me that number and would not give me that number. I have paid all bills open with American Express and should have the opportunity to get my own information to correct my own credit report. I request that the delinquent account status be removed and I be given all information about my own account.
Company Response: Closed with explanation

Timely Response

2017-11-09

VA

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 an XXXX XXXX Platinum card, and received an offer whereby I would receive XXXX XXXX XXXX for each person I referred for the same card upon them being approved. I referred my wife back in XXXX and she was approved instantly, but I have not received my XXXX points that were promised. The terms of the offer say it could take up to 10 weeks, but we are well past that now. I wrote to AMEX, and they said they would look into it, and the problem should be solved upon the next statement closing. My next statement has now closed, and I still have not received the XXXX referral bonus points. I would like the points deposited into my account as soon as possible.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-09

Farmingtn Hls, MI

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2017-11-08

Santa Ysabel, CA

Fees or interest

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

Problem with fees
Complaint: In late XX/XX/XXXX I had a large balance on my XXXX Card that I was unsure I would be able to pay off before my 12 months 0 % interest expired. Having recently opened a card with AMEX that offered 0 % interest for 18 months including on balance transfers I decided to start filling out an application for a balance transfer and see if this would be helpful to my situation. Upon getting most of the way through the application I received an email from AMEX stating that they needed further information from me to complete the transaction and to contact them. At this point I decided to wait and see what I wanted to do. No where in the email did it mention that the process would be completed regardless and I would not be contacted. After never receiving any further details or information about the transaction I was rather annoyed when on XX/XX/XXXX AMEX without my knowledge or final approval transferred {$3900.00} to my XXXX card. I had already paid the balance on XX/XX/XXXX ; when I receive an email from the company stating they need more information to complete the transaction I expect especially for a relatively large transaction to be contacted by the company at some point via phone call or email. I immediately upon discovering the issue contacted both creditors to figure out how to fix this issue. I then as quickly as possible got the {$3900.00} returned to AMEX. Howeever they were unwilling despite everything to credit back the {$110.00} fee to my account. I disputed the claim and hoped the issue would be resolved. Unsurprisingly I never received word about how the issue was resolved on AMEX 's end. So when I called on XX/XX/XXXX to inquire about the issue and they tell me it was resolved and there was nothing that AMEX can do to reverse the fee due to the balance transfer being completed, therefore I am responsible for taking care of this {$110.00} fee. In the end did not want the balance transfer and AMEX without ever contacting me completed the transaction. There customer service staff have been incredibly difficult to deal with and largely unsympathetic to the situation or how poorly this situation has been handled. I am trying to find the email from the ordeal stating more information was needed, but it appears to have been deleted from my inbox. The most frustrating part of this whole ordeal in the time expended trying to resolve the matter and the fact that AMEX continues to place all the blame with me for this matter even though I keep trying to explain to them that this transaction was not properly completed and yet they relentlessly try to put all the blame on me when I feel this whole issue could have been avoided if once via phone call or email I was notified that the transaction was going forward. AMEX tells me I am responsible to cancel the transaction, however in my mind it is difficult to cancel a transaction that you were unaware you had completed.
Company Response: Closed with explanation

Timely Response

2017-11-08

Portland, OR

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 received a letter from American express after I filed the initial complaint # XXXX. In the letter, they acknowledged the issue and promised to resolve on or before XXXX XXXX, XXXX. However, XXXX months have passed and nothing has been done to resolve this issue.
Company Response: Closed with explanation

Timely Response

2017-11-08

Discovery Bay, CA

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 had a American Express Corporate credit card with my past employer XXXX. I had the card for 3 months and always paid the bill in time Just before leaving XXXX - I had booked a business trip which finally I did NOT end up taking, the Airline had a non-refundable ticket which even after being cancelled showed up as a charge on my statement I was contacted by American express and was asked to contact XXXX XXXX at XXXX who will help me file a expense report. I contacted this person 4 times and left detailed voicemail -- I did NOT get any response back American express is now harassing me by calling my cell number, sending updated bill with penalty charges every week I had explained to American express customer service agents multiple-times that this is NOT a bill am willing to pay - since i did NOT avail the flight services for which the charge is shown on the credit card The attached statements show the frequency & threats of the collection mails and harassment by American express
Company Response: Closed with explanation

Timely Response