AMERICAN EXPRESS COMPANY

2017-09-13

Wrentham, MA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Please see complaint XXXX and the company response. They have not awarded promised airline miles from last XXXX. The letter they wrote after the first complaint said it would be resolved by today. It 's not. They have not given me the miles I earned.
Company Response: Closed with non-monetary relief

Timely Response

2017-09-13

Northside, NC

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 attempted to use my American Express card to purchase tickets to a show at a website which I had not used before named XXXX. I was unfamiliar with the website and attempting to put together a trip. I did not realize that what I was purchasing was so expensive and that it included trip insurance, and a few other add-ons. This occurred on XX/XX/XXXX. Suddenly, I realized that the total purchase price was {$940.00}. At about the same time, my potential transportation fell through and I decided to cancel the trip for good. When I received no response from the email XXXXXXXXXXXX, I attempted to contact the trip insurance ( which I had not realized that I was purchasing ) email address about cancelling the trip -- - All on this same date of XX/XX/XXXX I phoned American Express and indicated my predicament and mentioned that I wanted to cancel immediately. At first, American Express told me I could do nothing until the purchase was actually charged, then when it was charged, I was advised to file complaints, which XXXX refused to resolve. I never received an answer from the vendor, or so-called 'trip insurance '. I attempted to cancel with every party within an hour or two after the purchase. Have never had bad experience with other credit card companies, and clearly the XXXX folks were not willing to negotiate this with me. I have sent them appeals through out the year ; In the year XXXX, the purchases on my XXXX card totalled about {$20000.00}. I have enjoyed 40 years of paying the XXXX bill promptly and there has never been this kind of dispute previously with XXXX representatives refusing to ameliorate. -- It really appears that XXXX was deceitful and tried to trick me to be responsible for a charge for which I did not benefit.
Company Response: Closed with explanation

Timely Response

2017-09-13

Quartzsite, AZ

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2017-09-13

IA

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 opened a XXXX XXXX XXXX with XXXX with the offer that I can get XXXX XXXX XXXX points with a net spending of XXXX within the first three months. After I reach the spending threshold and the 8-week waiting period, the bonus was not credited. I used on-line chat to talk with XXXX representative, and got confirmed that I had met the requirement for the advertised bonus. After another two-month wait, the points has n't arrived and I have n't received any updates from XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2017-09-13

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

2017-09-13

Empire State, NY

Closing your account

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

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2017-09-13

Arco, 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
Complaint: XX/XX/XXXX, I got the American Express XXXX XXXX credit card during a period when they were offering XXXX points after spending at least {$3000.00} in the first 3 months. XX/XX/XXXX, I met the minimum spend of {$3000.00}, less than 2 months after account opening. XXXX, I still had not received the points so I chatted online with a customer service representative who told me the points would post 6-8 weeks after meeting the minimum spend. At this point it had only been 7 weeks, so I waited a little longer. XX/XX/XXXX, still no points. So I chatted online and the representative told me the points should be there in 7-10 days but I might have more luck if I call the number on my card. So I did that. But this representative told me the same thing, 7-10 days. So I waited. On XX/XX/XXXX, still no points so I chat online and the customer service representative told me I had already received the points. After some 20 minutes of argument I realized that he was talking about a XXXX point referral bonus I was awarded for referring my boyfriend ( despite confirming at the beginning of the conversation, I see youre inquiring about the sign-up bonus ). So I give up on this guy and call on the phone. The phone representative apologizes profusely, tells me the problem has been escalated, it should be resolved in 24-48 hours and a supervisor will call me to let me know. XX/XX/XXXX I receive a voicemail from a supervisor named XXXX telling me that the problem has been resolved and if I have any questions I can call him at his extension. XX/XX/XXXX I look at my account, still no points. So I call up and tell the representative that I want to speak to XXXX. He tells me XXXX is not there but another supervisor will call me back in 24 hours. XX/XX/XXXX 24 hours later and still no call, so I call them. The rep I speak to tries to argue with me that for some reason Im not actually entitled to the points so I ask to speak to a supervisor. That supervisor tells me that Ill get the points by XX/XX/XXXX. This time I push very hard and explain what Ive already been through, that I dont really believe her because Ive been told such things many times now, and isnt there some way to just credit the points to the account now? No, I have to wait until XX/XX/XXXX and the points will be there. XX/XX/XXXX Still no points. So I call them up again. A representative named XXXX tells me there is a technical error and she does not know when Ill get the points. She can not give me a date. I 'm now wondering if I will EVER get these points, and I feel bad for those folks who literally do n't have the time to go through all this frustration and are forced to just accept that American Express has screwed them out of about {$600.00} worth of points.
Company Response: Closed with explanation

Timely Response

2017-09-13

VA

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
Complaint: We sent American Express our Biling Dispute for XXXX domain name registration services, whom I have had an account with since XXXX. The charges on my XXXX XXXX that ends in - XXXX inXX/XX/XXXX are absolutely discpouted and I do understand the domain names would also be cancelled. XXXX was really awful when I contacted them, saying that I only had 3 days to have the cancels and refund done. And they falsely claimed that they had pre-notified me about the charges for these ( 3 ) : XXXX.org XXXX.XXXX XXXX.net and cancel the names and Refund the {$180.00}. I am really angry with American Express, because they communicated in our statement datedXX/XX/XXXX that they are investigating, on the above and attached documentation, including proof that XXXX did cancel at least 2 of the above domain names after I asked, but refused to refund our Credit Card with American Express! 2nd- The worst problem of all- AMERICAN EXPRESS DECIDED TO DECLINE COMMUNICATIONS WITH ME, THEIR CARD HOLDER. INSTEAD, THEY TALKED TO XXXX ONLY AND PLAY THEIR FAVOR AND NOT ONLY DECLINE TO PROVIDE ME WITH DOCUMENT ( NOT EVEN A LETTER ) ON WHY THEY COULD NOT ASSIST IN THE LEGIT REFUND OF {$180.00}. THEY ARE VERY SNEAKY AT AMERICAN EXPRESS! THEY ADDED IT INTO THE FOLLOWING MONTHS STATEMENT IN XXXX AND THEY ARE VERY DECEITFUL. PLEASE FIND OUT WHY AMERICAN EXPRESS WILL NOT ASSIST WITH THE FRAUD AS DESCRIBED ABOVE AND WHY THEY REFUSE TO HONOR OUR CARDMEMBER AGREEMENT. Please see 2 docs attached! Thanks! - XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-09-13

Chicago, IL

Fees or interest

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

Charged too much interest
Complaint: I had been a customer of American Express Since XX/XX/XXXX. The last few years I epay my account through XXXX XXXX. I always pay the account in full. On my statement with the closing date of XX/XX/XXXX I was charged a {$27.00} late fee and {$16.00} in interest for a mistake that American Express made not XXXX XXXX who they tried to blame. The next month there was another {$14.00} in interest charges even though I pay in full. It took numerous phone calls to get those charges reversed mind you through no fault of my own. Yesterday I opened my new bill with closing date ofXX/XX/XXXX and saw {$9.00} interest charge. This is because instead of entering the balance of {$3500.00} in epay I entered {$3500.00} which is XXXX dollar short. I called XXXX to see if this could be resolved. {$9.00} for {$1.00} error plus the additional interest that would be charged next month. They would not do it so I closed my account easy enough. The female rep stated there were {$150.00} in reward points that would be credited to the final bill. Now XXXX through online chat is stating per the agreement no way am I getting the rewards. Really {$9.00} plus for a {$1.00} mistake. Nothing for their mistake and now they are cheating a once loyal customer out of their rewards.
Company Response: Closed with monetary relief

Timely Response

2017-09-13

Pryse, KY

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

2017-09-12

OK

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: OnXX/XX/XXXX ( XXXX CST ), I noticed several charges had been placed on my American Express Bluebird card. I have my paycheck Direct Deposited to this account, and it is the only account I have. There were several charges. I immediately contacted my card company, and informed them there was fraudulent activity on my account. The charges were still " pending '' at that time. Total of all charges was around {$700.00}. They informed me that I would have to wait for the charges to complete and then call back to continue the fraud report. I was told to destroy the card, which I immediately did. The next morning ( XX/XX/XXXX ) the charges began to complete and I immediately called American Express back. I was informed that I would have to complete a " Declaration of Fraud '' form, which they would email to me within 2 days. They would then proceed with their investigation, and get my money back to me. The next day I got an email telling me my account was suspended and they list the reason as me having violated their terms of service ( something I in no way did. ) I have been back and forth with them on the phone ever since, getting the run around and being told " we are going to escalate this case ''. I finally received the " Declaration of Fraud '' form this evening (XX/XX/XXXX ), but now I ca n't even fill it out, because I have no way to access my account to get the information the form requests. They say I have another 6 days to finish the form, but when I called again today, I once again get the run around. I luckily took a screen shot of some of the fraud charges, all from the XXXX of XXXX : {$100.00} [ XXXX XXXX, {$200.00} [ online purchase ], {$1.00} [ XXXX ], {$1.00} [ XXXX ], {$96.00} [ XXXX ], {$96.00} [ XXXX ], {$61.00} [ XXXX XXXX XXXX ], {$120.00} [ XXXX ], {$11.00} [ XXXX ], {$1.00} [ XXXX XXXX. I absolutely did not make these purchases. I do n't use XXXX, or XXXX, or XXXX XXXX and it seems to me that it would be fairly easy to track exactly who DID use my card for these purchases. Instead I am being given the run around by a group of " fraud specialists '' with names that include : XXXX, XXXX, and XXXX at American Express. I have attempted to file a police report, but they wo n't file the report until I can document the fraud with documents that American Express wo n't get me. I just want my hard-earned money back. I have no way to pay my bills, put food on my table, or even put gas into my vehicle so I can go to work. I have never authorized anyone else to use my account, nor have I ever provided my account information to any other person.
Company Response: Closed with monetary relief

Timely Response

2017-09-12

Fremont, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2017-09-12

Wahiawa, HI

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-09-12

Bronx, NY

Trouble using the card

Credit card or prepaid card: Gift card

Trouble using the card to spend money in a store or online
Complaint: this is in refferiance to my american express debit card ... .. I 'm inquiring if you could help me gain account information i purchased the card with my debit card but i have a different account now.. from there i purchased a few totals over or possibly 12 thousand ... from there i would like to with in reguards to my social security hoping thats what is locating refferianceability I 've even had a sev and ... from the m .... with that stated i would like if you could do all in your power to help i do n't have any information to offer as in any more other than my birth date as well which isXX/XX/XXXX as well from there i would like if you could refferiance the applicabilty of a prior complaint i would of sent ... aswell if unable what is the difference if i purchased with a XXXX bank debit card from a checking account in the united states of america do to thts were i from live as well would of been using the card ... if attempted purchases would matter.. i canceled an order from XXXX ... as well I 'm not sure but my latest deposit or money transfer ( all only in regards to the american express gift card reloadable card ) from transit check ... if not 1,800 dollars 2,800 dollars ... humbly I 'm in a destine situation this was my emergency money which for whatever reason if email encryption then that but i ca n't access ...
Company Response: Closed with explanation

Timely Response

2017-09-12

Bloomington, MN

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: XXXX XXXX XXXX XXXX XXXX is a deceptive trade practice. In late XX/XX/XXXX/XX/XX/XXXX I applied online for an XXXX XXXX XXXX promotion to receive XXXX XXXX bonus miles after spending XXXX in 3 months. This offer is classic bait and switch. I fulfilled my spending commitment per my billing statement ending on XX/XX/XXXX, and on XX/XX/XXXX they informed me I did n't qualify. This despite two earlier calls confirming my eligibility. Summary of contact is below. On XX/XX/XXXX at about XXXX XXXX time I called XXXX. Eventually I was routed to XXXX. My question was about when Id receive my XXXX bonus miles for XXXX XXXX card ending in XXXX. It took XXXX over 5 minutes to give me the answer that the miles havent been awarded yet and she would open an investigation. I asked her to provide me the confirmation number of the investigation and she said Id have to stay on the line while she created one. I was cut off seconds after she said that. I suspect she hung up on me so I went online to chat with an XXXX rep. During my online chat with XXXX on XX/XX/XXXX around XXXX or so he informed me no investigation was opened. He also confirmed I did qualify and that Id receive my miles 6-8 weeks from XX/XX/XXXX. XXXX was quick, helpful, and responsive. XXXX was none of these and I highly suspect she hung up on me since no investigation was opened. This complaint was submitted to XXXX via online chat around noon central time on XX/XX/XXXX. Confirmation number XXXX XX/XX/XXXX XXXX XXXX. CT. Called XXXX and the rep told me I didnt qualify for the miles so I requested escalation. I was forwarded to XXXX ( spelling? ) and XXXX supe. XXXX told me I didnt qualify for XXXX bonus miles for XXXX XXXX because I had a similar offer within the past year. She also told me there was no way to get me the miles. Both the rep and XXXX asked me how I applied for the card. This was odd because they should know. It appears they ask this question because if the application was made online there is a message somewhere about qualification. I dont remember seeing this message but suspect it indeed is displayed somewhere. XXXX was also not helpful since several times she just responded with " okay. '' I did n't know what this meant so had to ask. Other times she did n't say anything. The fact that there is no electronic or system notification of promotion eligibility is deceptive on their part. They get transaction fees during the promotion period but have an " out '' at the last minute. It indicative of bad intent that XXXX has the automated technical capability to reach outside its system to confirm applicant identify and credit worthiness, but has no such automation to determine eligibility for a bonus promotion ( which is a simple internal check that XXXX had no problem performing ). To make matters worse, per XXXX, their front line customer staff has no capability to make things right and assign the miles. XXXX has automated their systems to create and assign credit cards, but promotion qualification appears to be manual. My complaint is that twice I contacted them and they confirmed my eligibility for the bonus. And I kept using the card and they kept making money on transaction fees. I finally had to call a third time only to be informed I did n't qualify. This is a deceptive practice since customers should be notified asap if they dont qualify for a promotion, and not after the fact.
Company Response: Closed with explanation

Timely Response

2017-09-12

Bronx, NY

Confusing or misleading advertising or marketing

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2017-09-12

Atl, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-09-12

Sharon, MA

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

2017-09-12

North Hollywood, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2017-09-12

Wonder Lake, IL

Other features, terms, or problems

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

Problem with customer service
Complaint: On X/XX/17 when attempting to retrieve our American Express online statement and apply our rewards balance, the on line site stated that our account was locked, but we still would be able to use our card. A pop up came on the screen to contact them at XXXX which we did and they said we needed to reset our pin. We followed these procedures although we had no reason or explanation why it was necessary. We went back on the XXXX site and it said the account was still locked. We entered into in a lengthy chat session during which the person said that the number we called was to reset the pin and had nothing to do with the lock of the on line system. After repeated tries to get the person to understand that we did n't just randomly make up this phone number and that it was the number that popped up on their website when the locked message occurred, I gave up and said I would report it to the FCC ( confused it with FTC ). At this point, he wanted to get a supervisor involved, but I declined. I researched and found the CFPB is the correct agency ( I think! ). I logged back on and got on a new chat to ask if the CFPB was the right agency. After the initial person and supervisor REFUSED THREE TIMES to CONFIRM that the CFPB was the correct agency, I got off the chat. In my opinion, this is a more egregious issue than the initial issue. We now called back to the original number again and the person unlocked the account. Still have no idea why it was locked, but this whole sequence of blunders by XXXX started with the original person not unlocking the account. Their chat support people gave numerous other reasons all which proved false. However, the most serious issue was their refusal to three direct questions as to the appropriate governmental agency to contact.
Company Response: Closed with explanation

Timely Response

2017-09-11

Frisco, 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

2017-09-11

NC

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/XXXX my XXXX yr. old mother was taken by a scam artist. The card information was falsely obtained. The person calling her was claiming to be her grandson in another state and told her he had been arrested for drugs and he was sick and needed medicine. She was told to go get 8, {$500.00} American Express pre-paid cards, call them back with the numbers so he could post bail. She did this and they continued to call into the night when she then suspected a scam and called me. I called American Express that night. i had to register 5 cards in my name and 3 in my wife 's so that I could dispute the charges. I did this and American Express told me they would reimburse the money. After weeks of submitting in writing a police report they have now denied without any explanation. I spent 3 hours on the phone one night being on hold for 2 1/2 hours. I get no response just a run around. Please help get my elderly parents their money back. They only live on Social Security.
Company Response: Closed with explanation

Timely Response

2017-09-11

Vancouver, WA

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

2017-09-11

WA

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 is in regards to the CFPB complaint XXXX I filed on XXXX/XXXX/XXXX that CFPB closed without resolution. American Express admitted to their mistake and said they would resolve this matter on or before XXXX XXXX XXXX. They have not resolved this issue and have not made any effort to resolve it. I am still waiting for my XXXX XXXX XXXX points.
Company Response: Closed with explanation

Timely Response

2017-09-11

Charlotte, NC

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: I reported to American Express Bluebird card services that XXXX had kept charging me erroneously for an Audible book club membership which I did not want, nor had requested but XXXX kept charging ANY card I had registered in my Prime account. After reporting this to XXXX, instead of assisting me, they cancelled my XXXX card, closed my account, and have since barred me from ever having another prepaid card with them! I do not think this is fair to me since I did not even realize XXXX was charging me for Audible until I reviewed my account with a financial planner and they asked me about the charges. I told XXXX the charges were never authorized and that I never requested an Audible account. I have called American Express twice on this matter, the last time today, when the account representative transferred me to an account recovery representative and she refused to let me speak to her supervisor, she just kept repeating over and over that a supervisor would not help me and the block will not be removed. She finally agreed to transfer me after I kept asking and asking but then all she transferred me to was hold music and no supervisor ever came to the phone. I was holding for over XXXX minutes when I finally hung up! I am shocked because American Express has never treated me with this kind of disrespect and would not even hear my side of the story. I am appalled!
Company Response: Closed with monetary relief

Timely Response