AMERICAN EXPRESS COMPANY

2017-09-01

Austin, TX

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: I am a victim of identity theft. The inquires from this company on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX were not authorized by me. I request the prompt removal of the inquiry. I have attached a copy of the FTC affidavit of identity theft, a copy of a letter from another creditor where I was a victim of identity theft, a copy of my ID and a copy of my lease showing I did not live at the address attached to the inquiry.
Company Response: Closed with non-monetary relief

Timely Response

2017-09-01

Mission Viejo, 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 explanation

Timely Response

2017-09-01

Arco, CA

Fees or interest

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

Problem with fees
Complaint: I am asking for your help in both clarifying what American Express ( and other credit card companies ) can and can not do, and, I am asking how to initiate changing the regulations if in fact they are legally entitled to do what they say they can and are doing. I have been an American Express card holder since XXXX. Frequently, I travel internationally teaching so I typically pay a couple of thousand dollars more than my balance in advance, before I leave - to cover charges when Im away. This year ( as for many years before ) I called Amex in late XXXX ( around XX/XX/XXXX ) as I was soon going to make a {$33000.00} charge at a hotel as the balance due for our conference and wanted to make sure they would honor the charge. Knowing I was out of the country ( XXXX ) they made no mention that my due date for my current balance of {$2400.00} was in around eight or nine days and if I was late, an interest charge of 29.99 % would be applied to this new large charge of {$33000.00} even though it was not late. It seems my Amex was due onXX/XX/XXXX and as I did not pay it, I got an email a couple of days later ( already back in the US but not home ) that I was overdue. I called Amex when I saw they were charging me an outrageous 29.99 % on my overdue balance. I asked them to waive the penalty and the interest. Then, to add insult to injury, they charged that interest rate of roughly 29.99 % on the {$33000.00} hotel charge made onXX/XX/XXXX which was not late it was not even due yet ( they charged {$460.00} interest ). So, on a balance where {$2400.00} overdue and a new charge of {$33000.00} which was was only around 13 days old and NOT late - they charged the entire amount ( approximately {$36000.00} ) at 30 %. I paid my balance in full online ( around {$36000.00} ) onXX/XX/XXXX. When I called Amex to ask to have this penalty and interest waived as it was wrong and I have been card holder for 50 years, they refused. I wrote to XXXX XXXX XXXX, the CEO and was contacted by a representative of the Executive offices ( XXXX ) and told that was something about the trailing interest on the residual balance which allows them to charge on interest on new charges - if there is a balance overdue. This makes no sense - and if it is legal - it is still wrong. I am asking you to clarify if Amex is allowed to do this and if so, what has to happen for that part of the regulatory system to change. This is unconscionable and just wrong. Please clarify and advise. Thank you,
Company Response: Closed with non-monetary relief

Timely Response

2017-09-01

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
Complaint: On XX/XX/XXXX - American Express charged me {$190.00} for an annual fee after specifically stating there is no fee via the webpage " ANNUAL FEE The annual fee for The Premier Rewards Gold Card is {$0.00} for the Basic Card and {$0.00} for up to 5 Additional Cards. The annual fee for the sixth or more Additional Card is {$35.00} for each Card. '' is listed for Rates & Fees but the link is broken.
Company Response: Closed with explanation

Timely Response

2017-09-01

Sacramento, 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 made the following complaint with CFPB earlier. responding to the complaint, american express credited me half of the charge i am disputing. they gave me credit of {$150.00}. but left the second charge of {$160.00}. i brought 3 tickets on XX/XX/XXXX, the airline charged me 6 charges for the 3 tickets brought, separate charge for each way ticket, so 2 charges for 1 ticket. so each ticket was {$330.00}, agent charged {$44.00} commission separately for all 3 tickets. american express is saying that the whole ticket was only for {$150.00}. XXXX XXXX - XXXX, CA {$44.00} XX/XX/XXXX XXXX - XXXX XXXX, FL XX/XX/XXXX XXXX - XXXX XXXX, FL {$160.00} XXXX - XXXX XXXX, FL XX/XX/XXXX XXXX - XXXX XXXX, FL {$160.00} XXXX - XXXX XXXX, FL XX/XX/XXXX XXXX - XXXX XXXX, FL {$160.00} XXXX XXXX XXXX XXXX XXXX - XXXX, GA XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX - XXXX, GA {$150.00} XXXX XXXX XXXX XXXX XXXX - XXXX, GA XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX - XXXX, GA {$150.00} XXXX XXXX XXXX XXXX XXXX - XXXX, GA XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX - XXXX, GA {$150.00} XXXX - XXXX, MA XX/XX/XXXX I brought a XXXX XXXX airline ticket using my American express credit card for my dad. on the departure day, we went to the airport so my dad can take his flight. but the airline refused to issue him a boarding pass and never let him take the flight. so he could not use his tickets. I reached out to American express to resolve the dispute and get my money back. American express asked me to provide a written explanation of event and what happened. I provided the written letter 3 times now to the American express but every time, American express close my case without resolving it telling me that I never provided the written letter. every time I upload the docs to American express site, I reach out to American express and verified that they did received my letter. now after 4 months, the issue has still not been resolved and I am being billed again. there were multiple disputes opened by american express because of multiple charges. one dispute is for part payment resolved and credited, but second dispute for part of payment is closed without any resolution. please also resolve the second charge. attached is the ticket copy.
Company Response: Closed with monetary relief

Timely Response

2017-09-01

Pasadena, 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 monetary relief

Timely Response

2017-08-31

CO

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 transferred a {$7000.00} balance from American Express to a credit card with my personal bank, XXXX. This was initiated on X/XX/2017. The balance did not appear on my statement for over a month, so my bank issued a stop payment and a new check. American Express stamped the check for deposit only on X/XX/2017. American Express says there was a stop payment issued on that check 8 DAYS AFTER CASHING. Not only is it not possible to reverse cashing of a check more than a week later, but my bank says they never issued a stop payment on this cashed check, check # XXXX. They issued a stop payment on the previous check sent which supposedly never made it to Amex because it was the wrong address. I have filed 4 disputes with Amex and had 4 conference calls with my bank representative and alternating Amex representatives. XXXX is now keeping me in regular communication with their Executive Client Relation Manager : XXXX XXXX. I have made over 30 calls to Amex and my bank each in the last 8 months. XXXX ( sp? ) in the Billing/Payment department at Amex was handling my case for a period of time recently, but again every time the dispute is investigated there is not much digging done and they come back saying the stop payment returned the check. I am now being held responsible for this balance with both institutions. My credit report is dropping rapidly since it shows I have 2 credit cards maxed out. I am also not capable of paying both of the minimums on these cards while they 're both showing the balance, so I have to not pay my Amex bill which will send me to collections and destroy the remaining credit score that I have. PLEASE, I AM DESPERATE FOR HELP.
Company Response: Closed with explanation

Timely Response

2017-08-31

CA

Improper use of your report

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

Reporting company used your report improperly
Complaint: I received a call from a telemarketer from American Express by a lady named XXXX. XXXX. The lady had me record a statement that I did not want to provide my SSN. She assured me that a credit application would be based on my business income and not my personal information or credit. An inquiry would not be made without my consent. She asked me for my business Ein, address and income and date of birth. She somehow pulled my credit, said my application was denied and hung up. I have been unable to call her back. She straight lied to me. Now I have a hard inquiry denial for credit with XXXX and probably the other Two bureaus. Can American Express telemarketers just lie to us with immunity and without recourse?
Company Response: Closed with explanation

Timely Response

2017-08-31

Bda Tokio, PR

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2017-08-31

Brooklyn, NY

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: In XXXX 2017 American Express did not explain policies with green card ... only being told there is no " credit limit '' ..when I asked the representative what would be my monthly charge? The representative said you only have to pay off what you spend..I then asked what if I 'm unable to pay it in full, will I be able to pay it monthly? The representative responded yes! You will only be charged {$27.00} late fee. I also asked will I be hounded? Will this effect my credit? The representative stated " only if you make absolutely no payments, which will have to happen constantly! " .... will in XX/XX/XXXX is was brought to my attention by repreated harassing phone calls stating I need to pay it all now!!! I would receive approximately 3calls a day. I finally spoke with a supervisor, after being told by a rude respresative " just pay your bill '', the supervisor apologized for being misinformed. He also assured that I would not have any issues moving forward. Within the same week both my American Express green card/ and regular American Express card were suspended ... I called to speak with another representative explained that both of your accounts are suspended due to none payment ... which was untrue ... paying over {$900.00} to both cards within a 2 month period. Also being charged late fees ... I requested to speak with someone in corporate ( with no call back to my several complaints and concerns ). Which has now resulted in a derogatory mark on my credit report!! Also to able to reactive my card I must pay {$780.00}, only {$410.00} is due ... my other card which has been paid nothing due
Company Response: Closed with explanation

Timely Response

2017-08-31

East Windsor, 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 opened the American Express XXXX credit card in XX/2017. According to the time limited offer, the American Express should provide XXXX XXXX points after I spend XXXX in first 3 months and additional XXXX XXXX points after I spend extra XXXX points in first 6 months. After I spend 6000+ dollars in first 6 months, they only provided XXXX XXXX points and said that I only get the XXXX offer. Since they advertised the XXXX offer on their web page, email as well as the credit card application page, and they did n't have any special requirements for this offer, they should provide everyone who applied for the credit card before the deadline. They should never say that people got different offers. If they did n't mention that people may not get the XXXX offer in their application process, they made the fraud advertisement. I urge the American Express to provide XXXX XXXX points to everyone who applied for that credit card before the deadline.
Company Response: Closed with explanation

Timely Response

2017-08-31

Hollywood, FL

Problem with a company's investigation into an existing issue

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

Was not notified of investigation status or results
Company Response: Closed with explanation

Timely Response

2017-08-31

Rochester, OH

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2017-08-30

FL

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: I was incorrectly charged a fee of XXXX on XX/XX/XXXX and again on XX/XX/XXXX at an atm machine listed as a XXXX atm for amex bluebird card. There should be no fee for such atm listings. I have tried on numerous occasions to view updated website listing and webpage has been inactive. All previous months this charge has been reversed when i called in. This month webpage still not working to locate different nearby location. Rep refused to reimburse claimed no longer on no charge list yet website still unavailable. Requested XXXX reimburse for 2 charges.
Company Response: Closed with monetary relief

Timely Response

2017-08-30

MD

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 I returned from an overseas cruise to XXXX XXXX XXXX Florida, upon my arrival I rented a car and drove to XXXX Florida which is a three hour drive, once in XXXX I stopped a the XXXX XXXX ( XXXX ) and shipped 5 items to my XXXX, Maryland address this charge is clearly stated on my cards statement. On the same day minutes later someone at a XXXX at XXXX XXXX XXXX in XXXX XXXX, CA. Removed {$82.00}, 6 times in a row I was also charged {$2.00} 6 times at the time of this Theft I was attempting a purchase at XXXX restaurant which was declined even though I had an additional {$300.00}. XXXX in my account upon this problem I call XXXX and was disrespected by numerous customer reps. suddenly my account was closed and it was said i did something wrong but no one could tell me what it was. Finally on XX/XX/XXXX XXXX claimed to be sending the remaining {$300.00} in my account to date I have not received my money nor has XXXX attempted to fix this obvious problem and return my {$810.00}. I can not be in Florida and California at the same time. also my card had been replaced 4 times without my request an all XXXX did was say it was a security issue with them.
Company Response: Closed with monetary relief

Timely Response

2017-08-30

Tysons, VA

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

2017-08-30

Eagle Mountain, 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
Company Response: Closed with non-monetary relief

Timely Response

2017-08-30

Nyc, NY

Fees or interest

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

Charged too much interest
Complaint: On or around XX/XX/XXXX, I spoke with a customer representative over the phone regarding my credit card account. My promotional APR of 9.99 % was to expire XX/XX/XXXX, and I wanted to make sure that my revolving credit card balance was paid off before it was hit with the higher APR after the promotional APR expired. The American Express customer representative on the phone assured me that it would not be subject to the higher APR after the promotional APR expired. I was very shocked because I was sure it would be once the promotion was over. He reassured me that that was not the case, and further went on to explain that, in fact, I could call the company back on XX/XX/XXXX, the day after my promotion expired in order to receive another promotion! I am very upset with American Express because I was given false information. Not only was I charged an interest fee on my account that reads, " Interest Charge on Pay Over Time Purchases '' for the amount of {$110.00} on XX/XX/XXXX, but they also did not offer me a new promotion. I called American Express immediately after the unexpected interest charge in order to ask what this interest charge was for as I was reassured that I would not be charged the higher interest rate for the previous revolving balance that had the promotional interest rate. I had to speak with over four representatives and a supervisor over the course of a week with no success. Not one of them was able to help me out. Each of them refused to believe me when I said that my account was charged an " Interest Charge on Pay Over Time Purchases. '' They told me that there was no such thing on my account and that my card was not eligible for XXXXPay Over Time Purchases. ' I can not even dispute this billing error online because the website will not allow me to do so ( please see attached screenshot 'AMEX billing dispute cont..png ' ), nor was the supervisor able to assist me in understanding this charge, and no one cared to reprimand the representative who assured me that I would not be charged the higher interest rate on my previous revolving balance. All the representatives kept telling me there was no such interest charge and that I was charged this fee for the previous revolving balance that I was told would not be charged! I have even requested a copy of the recording of the phone conversation I had with that representative on XX/XX/XXXX, and American Express told me it would take a few weeks, and therefore there is absolutely nothing more that I can do on my end to reverse this unwarranted charge. I even granted an online chat support representative permission to look at my computer screen, and they still said that that charge does not exist even though it was on my screen in front of me! After four or five phone calls with different representatives and the online chat, I have decided to move forward with a complaint as no one at American Express is willing to look into this matter further and assist me. I am especially disappointed because I have been their loyal customer for over XXXX years, yet every one of them refused to believe me. No one was willing to acknowledge the mistake on their end and provide me with a remedy for this unfortunate situation. I feel cheated and taken advantage of with the way the representatives went about handling this dispute.
Company Response: Closed with explanation

Timely Response

2017-08-30

GA

Fees or interest

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

Unexpected increase in interest rate
Complaint: I have been a member since XX/XX/XXXX and when up until a few years ago I had a fixed APR for purchases of 7.99 % they raised it to 10.99 % fixed APR a few years ago which I was not happy with but was still okay with it. Now today XX/XX/XXXX I just received a letter telling me they were going to raise my APR to 17.99 % variable based on the prime rate. I feel that is just unacceptable and I feel is totally unjustified due to the fact I have never been late on my credit card payments or have not had any over limit fees and according to them I have an excellent FICO score. I am currently caring a pretty high balance on this card but have always been prompt to make my payments on time and have been paying them the trailing interest at the 10.99 % fixed rate and will be hoping this change will not be able to effect the 10.99 % fixed rate on that trailing balance.
Company Response: Closed with explanation

Timely Response

2017-08-30

Hamilton, NJ

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with monetary relief

Timely Response

2017-08-30

Other features, terms, or problems

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

Other problem
Complaint: Dear Sir or Madam, I have the following case with American Express : My account was cancelled upon my own request back at the end for XXXX. After the account closing, I received a refund of an airline ticket of {$75000.00} however, the credit card company has since then failed four times to refund me the amount. After one check expired due to late forwarding to my address in XXXX I have spent several hours on the phone with American Express to repeatedly issue a refund check ( or any other payment method ). American Express has since XXXX XXXX not managed to complete my request. I have called during the following dates ( early dates not precise to the day as I did not think it will take that long ). XXXX - requested reissuing XXXX - New check issued and not received at XXXX address XXXX - New check issued and not received at XXXX address XXXX - New check issued and not received at XXXX address XXXX - New check issued and not received at XXXX address The simple excuse is always that is is an issue of the USPS and abroad postal service, however that will not explain a loss rate of 100 % in 4 cases. It is easy for an finance company to impact your credit score but how are credit card company 's behaviors being rated?? I am still waiting for the refund that has been always acknowledged by the workers at the hotline at American Express. Nothing is moving and I doubt that Amex has the intention to actually do a refund. Best Regards,
Company Response: Closed with explanation

Timely Response

2017-08-30

Berkeley Lake, GA

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Company Response: Closed with explanation

Timely Response

2017-08-30

Frisco, TX

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2017-08-29

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 signed up american express delta skymiles card late in XX/XX/XXXX, which offers sign-in bonus for XXXX miles after meeting {$1000.00} in spending. I met the spending amount in XX/XX/XXXX. I did n't see the bonus being posted. Called customer service 4 times since, each time I was given a different excuse on why it is not posted on my account. Last two conversations, I was told that they have technical issues and no idea on when the miles can be posted. I am going no where with the company and no idea when this can be resolved or the whole thing is just a scam.
Company Response: Closed with explanation

Timely Response

2017-08-29

Cherry Brook, 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 have registered a new credit card of Amex XXXX XXXX XX/XX/XXXX. There was an offer which is a sign-up bonus of XXXX XXXX points after spending {$3000.00}. I had spent over {$3000.00} XX/XX/XXXX then paid off when I got a billing statement. After spending over {$3000.00} they, Amex, has not given the XXXX bonus yet. I have tried to figure it out 4 times with chatting and calling but they only said that your case is investigating. They gave me a time frame of 6wks and 8wks to be completed but it is still expanding forever. It seems like they do n't want to give the bonus and are willing to be a thief in XX/XX/XXXXnow. I know many people who made Amex XXXX card at the offer period and they have not received the bonus as well.
Company Response: Closed with explanation

Timely Response