AMERICAN EXPRESS COMPANY

2017-10-30

Houston, 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 explanation

Timely Response

2017-10-30

Atl, GA

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 monetary relief

Timely Response

2017-10-29

Wonder Lake, 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 incident related to American Express XXXX XXXX XXXX XXXX. Estimated impact due to the issue is about XXXX dollars rewards dollars XXXX corresponding XXXX from two statement cycles, and annual fee I paid for the benefit that I did n't actually receive. I converted my account from blue cash card to blue cash preferred card upon receiving an offer from American Express. Before I taking the offer, I made calls to American express to ask if I transferred to blue cash preferred, will the XXXX dollars grocery yearly limit start from calendar year ( meaning XXXX/XXXX/XXXX ) or the production conversion date. I was told that once I convert, I will receive new benefit that 6 % cash back on first {$6000.00} dollars counting from product conversion date. ( I have American Express Chat screen shot as evidence ) But after I converted the product to preferred card ( paying XXXX dollars annual fee ), and I did n't get 6 %, I was told the reason is that I have already used up XXXX dollars limit, therefore I only get 1 %. This is DIFFERENT from what I was told when I upgrade my card to the preferred version with an annul fee. I gave Amex a call, and got transferred to multiple department, then I was told they are going to submit a case review, and the case review can take XXXX8 weeks. In the meanwhile I am still paying card annual fee without receiving any benefits.
Company Response: Closed with explanation

Timely Response

2017-10-29

Millburn, NJ

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 've already submitted a complaint letter and received response on XXXX. American Express stated that we are working to resolve this matter and will notify you via separate communication. However, I have n't received any updates yet. This is my XXXX contacts to resolve this issue. Please credit the XXXX XXXX as advertised by your employee XXXX, ID number XXXX. Here is the information for you to look up my previous information. CFPB XXXX No : XXXX XXXX XXXX : XXXX
Company Response: Closed with non-monetary relief

Timely Response

2017-10-29

Eldorado, WI

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: In XXXX, I signed up for a XXXX XXXX XXXX American Express card, as they were offering XXXX bonus points if I spent {$750.00} on the card in the first 3 months. In XXXX I spent more than the {$750.00}. As of today 's date Ihave not received the bonus points despite having contacted American Express several times. I filed a formal request for investigation on XXXX XXXX, 2017 requesting that this be expedited because my plan all along was to use the points for XXXX travel. As I called tonight XXXX XXXX XXXX XXXX their representative told me that it continues to be under review but that their marketing department is failing to respond to these issues and that I am not the only customer who is having this issue.
Company Response: Closed with explanation

Timely Response

2017-10-29

NJ

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 did submit on XXXX. ( complaint number XXXX ) and amex sent a mail about they are working to resolve the issue as quickly as possible and apologize for the disappointment. after 3 month, nothing!!!
Company Response: Closed with explanation

Timely Response

2017-10-29

Hornell, 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 have American Express XXXX XXXX XXXX XXXX, the offer for my open the account is XXXX Points if I spend more than {$2000.00} in the first 3 months. And then I got an Email from American Express said " We recently noticed point accrual and redemption activity on your Membership Rewards program account that indicates an effort to obtain and use points in a manner that is not appropriate. " And from XXXX/XXXX/2017 to XXXX/XXXX/2017 I have {$1600.00} on the statement, {$110.00} on total balance now and {$2100.00} on pending. I used that card as usual and definitely will get the requirement of the open account offer soon, I do n't understand why American Express give me the rewards points before I meet the requirement and take the points back. I have tried to contact them to fix this problem, they told me the reason maybe is this I bought the fight ticket from XXXX and returned ( showed on my statement in attachment ), in fact, I have changed the travel plan and bought the ticket from " XXXX XXXX '' used the same card ( showed on screenshot of sending activities ). This is very usual consumer behavior for everyone!!! This is unfair treatment!!!
Company Response: Closed with explanation

Timely Response

2017-10-29

Houston, TX

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 American Express Hilton HHonors Card since XXXX, 2017. On XXXX, I add XXXX authorized cards for my family through XXXX spending offer for adding authorized cards. The offer was " add an authorized for XXXX Hilton HHonors Credit Card, and spend {$500.00} in three months, receive XXXX Hilton Honors, up to 4 additional cards, up to XXXX bonus ''. After we received these four cards, I activated them through Online Chat with the help of one specialist. And in the next one month, we finished all the spending request on these four cards. We should received XXXX Hilton HHonors. But we only received one XXXX points on XXXX XXXX. I tried to chat with one specialist, he said I need to wait for 6 weeks. 6 weeks later, still not the left XXXX bonus. I online chatted again, and someone help to submit a investigation on my points and said it would be top priority and will finish in days. About one week later, I connect XXXX through online chat again, and this time the SP said there will be not XXXX points for me because the left 3 authorized were closed by XXXX. How would that be? I applied through XXXX authorized card offer and activated them by the help of XXXX and finished all the spending request. But only give me one bonus, and then closed the other three ( Before XXXX closed them, we already finished the spending request ), I also connect them several times, and did n't help me solved the problem. Lied to me, did n't give me the other XXXX HHonors and even closed these three accounts! How can I trust XXXX next time I need to open authorized cards for my family?
Company Response: Closed with explanation

Timely Response

2017-10-29

Bronxville, 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 explanation

Timely Response

2017-10-28

MI

Fees or interest

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

Problem with fees
Complaint: I charge large amounts, but pay off my balance in full every month. For the payment that was due XX/XX/XXXX, I made several payments using XXXX XX/XX/XXXXbill pay function, as I do every month ( as I have several accounts that I pay my American Express bill from ). The last payment of {$3000.00} was made on XX/XX/XXXX to be delivered to XXXX onXX/XX/XXXX. On XXXX XXXX, I was notified from XXXX that the payment they sent came back as undeliverable. I immediately went on to the XXXX site, paid the {$3000.00} in full and then started a customer chat with XXXX. They told me they could do nothing about the situation until the next bill was issued. I tried the chat again on XXXX XXXX and was connected to XXXX, who was of no help and told me he could do nothing to assist me before even understanding my situation. I asked for a supervisor and was connected to XXXX. She seemed to understand the situation and asked me to upload my documents to prove my story. I did so via the link provided. I heard nothing back, so tried the chat again on XXXX. I went through all of these details and asked them to review my upload. They told me the case was closed and I would be charged over {$100.00} in interest. I then got on the phone and proceeded to fight with the customer service representative XXXX for over an hour. I repeated my story and asked to speak to a supervisor no fewer than 5 times. After placing me on hold repeatedly and refusing to get a supervisor, she told me the case was closed and that they could not help me. Only after 30 minutes into the conversation did she finally investigate my document upload and tell me they never received it. I asked to upload it again and demanded a supervisor. This took another 15-20 minutes, and she told me all supervisors were busy. I uploaded the documents again and received a case number of XXXX. I told her that I would hold all night and wait for a supervisor. She then finally said that she would " endorse '' a supervisor call but they would have to call me. I have heard nothing. I ca n't get an email address or phone number to reach anyone other than the basic customer representative, so I reached out via XX/XX/XXXX. I explained my situation AGAIN and they sent a canned message to contact them via chat. Any time I asked for a supervisor phone number or emai, they just kept sending this same message. I am beyond frustrated.
Company Response: Closed with explanation

Timely Response

2017-10-28

Falmouth Foreside, ME

Other features, terms, or problems

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

Other problem
Complaint: American Express offered a Delta Gold Card with an offer for {$150.00} Credit Statement and Free Sky Miles after purchases. When I contacted them today ( just received card ) for confirming the credit offer, they claimed they can not provide the bonus ( es ) since I have had this card before. I told them and include here the Terms and Conditions for the offer which is unclear on the basis for making the offer unavailable : " Welcome bonus offer not available to applicants who have or have had this product. If we in our sole discretion determine that you have engaged in abuse, misuse, or gaming in connection with the welcome bonus offer in any way or that you intend to do so ( for example, if you applied for one or more cards to obtain a welcome bonus offer ( s ) that we did not intend for you ; if you cancel or downgrade your account within 12 months after acquiring it ; or if you cancel or return purchases you made to meet the Threshold Amount ), we may not credit the welcome bonus to, we may freeze the welcome bonus credited to, or we may take away the welcome bonus from your account. We may also cancel this Card account and other Card accounts you may have with us. '' The complaint is that the offer is duplicitous - their offer information is contradictory ( they claim their offer materials on the web site exclude the bonus ( es ) if the card was previously owned. The T & C only discusses withdrawal of offer in the event of " abuse, misuse, or gaming ''. Clearly not the case here.
Company Response: Closed with explanation

Timely Response

2017-10-28

Anaheim, 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 XX/XX/XXXX ( I believe XX/XX/XXXX ) while paying my balance over the phone on my American Express card I was solicited for the American Express Premier Rewards card. I was told at the time that after meeting certain criteria I would get XXXX points worth, among other possibilities, a {$250.00} credit on my credit card account. I signed up. I later received the XX/XX/XXXX Membership Rewards Program Terms and Conditions. Nothing in the terms and conditions contradicted what I was originally told concerning the {$250.00} credit. After meeting the criteria and several calls to American Express, I was awarded the XXXX points. When I tried to apply the points to a credit I was told the credit would only be {$140.00}. That the ratio was XXXX points/dollar. I explained that the ratio of XXXX points/dollar was not what I was originally told and an investigation was opened, # XXXX. At the conclusion of the investigation I was basically told that the conversion rate was XXXX points/dollar. I explained again what I was originally told to no avail. I asked if they had pulled the recording from when I was first solicited the credit card and they said they had n't. I asked if I could get a copy of the recording and they said I have to get a subpoena. After signing up with American Express under a certain verbal contract, they then did not honor that contract. When I asked for an investigation, they did little. I would like American Express to honor what I was told when they were originally selling me their card and apply any credits to my account at the ration of XXXX points/dollar. This would include not only the initial XXXX points but also any additional points earned while using the card. The ration of XXXX points/dollar should apply to points earned through purchases because when I made purchases, part of my decision of which of my credit cards to use was based on the ration I was originally told by American Express. Had I known the ration was XXXX points/dollar I would not have used their card. Infact, I have stopped using it.
Company Response: Closed with explanation

Timely Response

2017-10-27

KS

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Hello, I tried to transfer my membership rewards points and I got a message stating that my account was under review. I am not sure why it would be under review when I legitatly made all purchases and I met every minimum spend requirement. If there was any returns I made sure to spend enough before the minimum spend time frame was up. I tried calling and talking to the membership rewards team and nobody could help me. I told them I urgently needed to access the points but they said in verbatim, wait XXXX weeks. For a company that prides itself on excellent customer service, this is absolutely unacceptable. I was n't rude, I politely asked for someone to review my account right now because theres nothing wrong at all. Please review the account that is frozen and allow me to access my points. I love american express and i look forward to continuing this relationship. Please do the right thing. Kindly, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-10-27

Arco, CA

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: I have now spoken with three/four ( but the second woman hung up on me after she said her scripted info ... it was strange ) people at American Express. Each of them told me completely different information. The card was activated in XXXX, but she could n't say anymore. Then she told me There was no manager they were " on a call '' and I told her I 'd wait, and the VP was never in a meeting,
Company Response: Closed with explanation

Timely Response

2017-10-27

Arco, CA

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: I have now spoken with three/four ( but the second woman hung up on me after she said her scripted info ... it was strange ) people at American Express. Each of them told me completely different information. The card was activated in XXXX, but she could n't say anymore. Then she told me There was no manager they were " on a call '' and I told her I 'd wait, and the VP was never in a meeting,
Company Response: Closed with explanation

Timely Response

2017-10-27

FL

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I had an account with XXXX XXXX I paid the account off and at no point was it charged off. I believe there was some type internal error that they coded the account to be a pay balance each month instead of monthly. Whatever the case it never was charged off. This is have a huge impact and I really need your help.
Company Response: Closed with explanation

Timely Response

2017-10-27

Laguna Beach, CA

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

2017-10-27

Arco, CA

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: I have now spoken with three/four ( but the second woman hung up on me after she said her scripted info ... it was strange ) people at American Express. Each of them told me completely different information. The card was activated in XXXX, but she could n't say anymore. Then she told me There was no manager they were " on a call '' and I told her I 'd wait, and the VP was never in a meeting,
Company Response: Closed with explanation

Timely Response

2017-10-27

Federal Way, WA

Problem when making payments

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

Problem during payment process
Complaint: Signed up and used XXXX XXXX XXXX credit card and was charged interest and late fees even though I made electronic payments through my bank on the due date indicated on the Billing Statement ( or the last working day prior to the due date if it was a weekend day ). I contacted American Express about this and the first time they reversed the interest change and late fee, the XXXX time they refused to reverse the late fee. I was given various reasons about why this happened but nothing I was told ( like I needed to send payment earlier than the due date ( should that be XXXX day or XXXX week or XXXX months prior ; made no since to me since I have always paid my bills on the due date without issue until now ). Resolution for me was to cancel the account and pay a final interest charge ( they had a very imaginative description for this charge ). This feels like a very predatory business practice that should be stopped.
Company Response: Closed with explanation

Timely Response

2017-10-27

Crofton, MD

Written notification about debt

Debt collection: Other debt

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

Timely Response

2017-10-27

Tarzana, CA

Incorrect information on your report

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

Account status incorrect
Complaint: On or around XXXX XXXX, I received an e-mail alert from XXXX stating that American Express reported my credit card account ( Account # XXXX ) as being delinquent or late for 30 days for the month of XXXX, which is inaccurate on account of the fact that I pay my the minimum amount due by the XXXX of each month ( the billing due date ) and I would normally get an e-mail reminder from American Express stating that I have a new bill for my account prior to the XXXX. I immediately contacted XXXX XXXX XXXX at XXXX on XXXX XXXX to dispute the incorrect status on my report from American Express. On or around XXXX XXXX, I received an e-mail alert from XXXX stating that my dispute results were ready ; however, I noticed that American Express has not taken the proper steps to update my credit report and provide the correct status of my account from Late to Current. I then contacted the Credit Bureau Team at American Express on XXXX XXXX, XXXX at XXXX around XXXX XXXX and I was able to talk to two representatives on two separate occasions ( XXXX and XXXX ) who informed me that there was nothing that they could do regarding updating the status on my credit report despite the fact that I was informed by an American Express Customer Service Representative on XXXX XXXX at XXXX that I needed to contact the Credit Bureau Team to have my report updated. The American Express Credit Bureau Team representatives I spoke to on XXXX XXXX referred me back to the Customer Service Department at XXXX so they could be able to assist me with updating my credit report. Around XXXX XXXX, on XXXX XXXX, I contacted the Customer Service Department at XXXX and spoke to XXXX or XXXX who told me that I needed to call the American Express Credit Bureau Team to have the issue resolved despite my best efforts to explain that the Credit Bureau Team referred me to the Customer Service Department on two occasions. The bottom line is that I had been given the extensive runaround and no one from both departments could not resolve the issue. I have attached copies of my billing statements for XXXX, XXXX and XXXX and the billing statements clearly reflect that I pay my bill either before or on the due date, which is the XXXX of each month.
Company Response: Closed with explanation

Timely Response

2017-10-26

VA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I have a American Express Prepaid Card. On Monday, XX/XX/XXXX, I received an email from American Express that as of XXXX XXXX they were ending the American Express Prepaid Cards and that to have all monies used up by XXXX or they will send the balance to you in a check. I am fine with that part, however, they ended direct deposits to the Prepaid Cards, immediately. That is where I have the complaint. My direct deposit was set to deposit on the card on Tuesday, XXXX XXXX. It took me XXXX days to find out where my direct deposit was. It would seem like to me American Express would give you time to close out your direct deposit and setup up another direct deposit somewhere else. They did not to do that. This should not be allowed under the law.
Company Response: Closed with explanation

Timely Response

2017-10-26

Blytheville, AR

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 non-monetary relief

Timely Response

2017-10-26

Hinkley, 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
Complaint: On XXXX XXXX, 2017 I submitted payment for my California XXXX reneeal tags to a company out of XXXX XXXX to expedite their service in 1-2 days. I received immediate confirmstion by email of my payment. On to two weeks passed still no tags. Im drivinf around with no current tags for over 6 weeks now. Made numerous calls, emailed the company but never could get a hold of them. I went to the XXXX office to ask what to do. They advised me to have my credit card company file a claim because just with my receipt from that company they werent able to issue me my tags because they did not receive payment from that company. I reached oit to XXXX XXXX. This is where the real nightmare began. They filed a claim on my behalf but stated that i didnt authorize payment. Which was untrue. They just didnt listen. So after submitting my documents to them i was denied my claim and they sided with the merchant. I asked for copies of the documents to support their decision. Never received them. After calling 3 xs a day and being disconnected 2 out of 3 times unexpectedly with over an hr wait. XXXX agreex to open another claim for services not rendered. So they say. XXXX comes around and its 3 months now im taking the risk to drive to necessary places without my current tags. I had enough saved to pay cash to XXXX for tags I had already paid in XX/XX/XXXX but never received. I submitted my receipt to XXXX showing that the merchant they sided with never paid XXXX and kept my $ XXXX. I still never got a response back from XXXX XXXX.i cant afford to pay twice for tags. I continue to call XXXX who says they will be sending out documentation that they received from the merchant that services were rendered. And to check my email. Nothing. XXXX has sent nothing to me because there is no evidence. This company straight out kept my money and XXXX XXXX did not investigate lime they should have.
Company Response: Closed with monetary relief

Timely Response

2017-10-26

Rex, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I do NOT have a signed contract nor any contract with American Express. I have never done business with this company. They failed to provide me with a signed contract that validates them to collect this debt. I am not liable for these collections. I should not be responsible for a debt that I did not do. I am a victim of identity theft and I had to submit a police report and FTC affidavits the credit bureau for proof that my identity was stolen and these companies are still is saying that I owe them. My next steps will be to get an attorney and sue because they are calling me after a do not call letter had been sent. They are destroying my credit with this false accusation of this account. I sent them a letter requesting proof any contracts, signatures, a copy of my id anything that shows I opened these accounts and all they sent me was a bill which only shows me that someone went shopping.
Company Response: Closed with explanation

Timely Response