AMERICAN EXPRESS COMPANY

2017-08-08

Castaic, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Company Response: Closed with monetary relief

Timely Response

2017-08-08

Tiptonville, TN

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Company Response: Closed with explanation

Timely Response

2017-08-07

Houston, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2017-08-07

Milwaukie, OR

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

2017-08-06

Brownstown, MI

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 called these companies to have all my inquiries removed because some one tried to apply for credit cards in my name and was not authorized to do so. Now these are listed as hard inquiries on my credit report with the 3 bureaus. None of the inquiries have been removed yet. XXXX XXXX- Hard Inquiry- XXXX XXXX XXXX- Hard Inquiry- XXXX, XXXX XXXX XXXX- Hard Inquiry- XXXX, XXXX XXXXt- Hard Inquiry- XXXX, XXXX AMEX- Hard Inquiry- XXXX XXXX XXXX- Hard Inquiry- XXXX XXXX- Hard Inquiry- XXXX
Company Response: Closed with non-monetary relief

Timely Response

2017-08-06

San Francisco, CA

Trouble using the card

Credit card or prepaid card: Gift card

Trouble getting information about the card
Complaint: American express gift cards. My wife has about {$3000.00} in XXXX XXXX gift cards from being in a XXXX XXXX company for being a XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The cards are almost impossible to use. Tthe XXXX company is impossible to talk to [ XXXX ] or text/email to. The print on cards is too small to read. Just XXXX XXXX XXXX fraud.
Company Response: Closed with explanation

Timely Response

2017-08-06

Gwinner, ND

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 was promised XXXX miles on Delta skymiles credit card by American Express if I spent {$1000.00} within a month of subscribing for the card. I spent more than that and per their criteria I qualified ( which their customer service representatives also acknowledged ) but I never received the miles. Now it has been almost four months since I opened that card and I still have not received the promoted miles. I contacted their customer service representative and they said they do not know why that is, but they said they filed a complaint/ investigation. I have contacted them three times at least several weeks apart and I still get the same answer. Now they tell me they " updated '' the complaint and that I should wait 6-8 weeks!! That was per a supervisor! I feel that they are trying to procrastinate until I forget the topic.
Company Response: Closed with explanation

Timely Response

2017-08-05

Atlanta, GA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: In between the dates of XXXX XXXX 2017 and XXXX XXXX 2017 fraudulent charges were made on an authorized users Amex Platinum Business Account. Within 30 days, I the account owner reported the charges as fraud per the authorized user 's report that the card was lost and the charges were not valid. In between the dates of XXXX XXXX 2017 and XXXX XXXX 2017 I, the account owner, reported fraudulent charges based on the report that the authorized user never received the card in the mail. On XX/XX/XXXX Amex contacted me and stated that the charges did not look like fraud and that they needed a police report from the authorized user. I told the rep that I am the account owner and I will provide a police report that the charges are fraudulent. The rep said that was unacceptable and that the authorized user needed to provide a police report. I informed the rep that the authorized user was no longer asscociated with the business so it is not possible to compel the former authorized user to file a police report. Under the Fair Credit Billing Act my maximum liability is {$50.00}, but Amex is telling me that I am responsible for {$8600.00} in fraudulent charges that were promptly reported as fraud.
Company Response: Closed with explanation

Timely Response

2017-08-05

Hattiesburg, MS

Incorrect information on your report

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

Account information incorrect
Complaint: In XXXX 2016, I completed credit counseling in order to get a debt management plan. My payments from American Express were changed from the XXXX of each month to the XXXX of each month. This was done in XXXX, as the debt management plan began on XX/XX/XXXX. However, I noticed that my payment made on the XX/XX/XXXXthrough the debt management plan has been marked as 30 days late by AmEx by the credit bureau. I have disputed this with XXXX as well as requested a change from AmEx to no avail. All my other payments have been made on the between the XXXX and XXXX through the XXXX and have not been reported as late so I am unable to understand the problem.
Company Response: Closed with explanation

Timely Response

2017-08-05

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: I opened a gold Amex business card and the mailer said that if I spent {$5000.00} in 3 months I would get XXXX points, and another XXXX points for spending another {$5000.00}. This makes a total of XXXX points for {$10000.00} spend. Amex admits ( several times on phone and live chat, screenshot attached ) that this offer was attached to my account, but denies I spent {$10000.00} ( once on chat they even agreed that I spent it, and opened a case but never gave me the points ). See statements attached, showing I spent more than the required amount.
Company Response: Closed with explanation

Timely Response

2017-08-05

Eight Mile, AL

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: I have a American express prepaid gift card and the same day I got the card the card was used. I tried working with the company that made the charge and go no where. Then I tried to work with American Express and they wont help me even tho theres a police case. Every other gift card company like XXXX and XXXX offer help to get your money back but American express do n't care about you.
Company Response: Closed with explanation

Timely Response

2017-08-04

Cinnaminson, NJ

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with monetary relief

Timely Response

2017-08-04

Discovery Bay, CA

Fees or interest

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

Problem with fees
Complaint: Annual fee charged after AMEX representative promised refund. American Express charged my card an annual fee on XXXX XXXX, 2017. I called them on XXXX XXXX, 2017 at XXXX to cancel the card, within their grace period for refund on cancellation. When I spoke to the representative I requested to cancel my card and requested refund for the annual fee. During the call the representative suggested I leave the card open due to a pending trip booked using the companion certificate issued by AMEX and Delta Airlines. The representative said their refund policy is lenient and suggested I call back after the trip. On the call I confirmed annual fee would be refunded if I called after the trip at XX/XX/XXXX. When I called after the trip to request a refund I was told they needed to review the original call before they honor the refund. I was told a manger would review the call and contact me within a week, I did n't not receive a call. In the mean time I was charged interest and late fees. I called back 3 times after and got the same response, " a manager will review the call and get back to you within a week ''. On XXXX XXXX, 2017, I was told there is no record of my call. I was able to review my phone records and pinpoint the date of the original call on XXXX XXXX, 2017. I would have cancelled on XX/XX/XXXX for a full refund if not suggested by the representative. Since the call was recorded for minoring and training purpose they should be able to review the call. Especially since in my subsequent call I was told a manger will review the call and contact me. But after many attempts I have n't received a call back. I ended up paying the interest and annual fee to avoid further interest and late charges. I believe if an agent of the company suggested to delay the cancellation and will be refunded later, the company should honor word of their agent. I will create a page on XXXX to make other consumers aware of their action. I hope CFPB is able to request AMEX to review the call and listen to the conversation and honor the what was discussed.
Company Response: Closed with monetary relief

Timely Response

2017-08-04

Baltimore, MD

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 American Express Platinum card with American Express and got approved for the card on XXXX XXXX, 2016. The signup bonus of this card is receiving XXXX Membership Rewards by spending {$3000.00} with the card within 90 days from opening of the account. I met this spending requirement and received XXXX Membership Rewards on XXXX XXXX, 2016. As I noticed the card was not as good as I expected ( for example, the card was unexpectedly not widely accepted by many stores when I was traveling in XXXX, but I could use any XXXX or XXXX credit card ), I asked to close this account in early XXXX, 2016. Before I let the Amex representative to close the account, I asked the representative if I would lose the XXXX Membership Rewards after the account was closed. I was assured by the representative that no Membership Rewards in my account would be lost, including these XXXX Membership Rewards, as long as I kept my Amex Premier Rewards Gold card open, which could keep all my Membership Rewards in my account. After getting this promise from Amex, I chatted with a representative to close the Platinum card, and kept using my Premier Rewards Gold card ( ending with XXXX ) until now. However, to my great surprise, I found after my Platinum card account was closed, XXXX Membership Rewards were removed from my account on XXXX XXXX, 2016, shown " adjustment ''. I totally disagree with what written in the reply from American Express to my previous complaint ( XXXX ), and am absolutely not satisfied with their resolution of the issue in this case. I hope CFPB could transfer my following reply to American Express and post it to the public : 1 ) In the terms of the American Express Platinum card and the signup bonus, I can receive XXXX Membership Rewards if I spend {$3000.00} with the card in the first 3 months. I met this spending requirement, and received the signup bonus. However, it was not written in the terms that the XXXX Membership Rewards will be removed provided the spending requirement is met and all spending is eligible. It is only written that it may take 4-8 weeks for me to receive the signup bonus. However, in my case, I have already received the signup bonus after meeting the requirement of the offer for a while when I requested to close my account. It seems that the representative tried to mix up the terms and confuse customers on purpose. 2 ) In the terms of the card, it is not written that the signup bonus ( XXXX Membership Rewards ) received after cardholder making eligible purchase to meet the spending requirements would be reversed if the card is cancelled. In addition, when I called customer service of American Express to close the account, I was not notified in any way that the signup bonus I received would be removed by American Express, otherwise I would definitely not close the account at that time. 3 ) I have called to inquire about if the XXXX Membership Rewards I received from opening the account still exist in my account if I closed the account. I was told I would still have the XXXX Membership Rewards as long as I kept other American Express charge card open. Following this advise, I have been keeping my American Express Premier Rewards Gold card open all the time until now. Furthermore, when I was aware that the signup bonus was removed without any notification after the card was closed, I called American Express again to inquire about the reason. I also told the representative that I would be happy if the card could be reinstated and the removed signup bonus ( XXXX Membership Rewards ) could be returned to my account. However, I was told by a American Express representative that even if they reinstated the card for me I could not get the XXXX Membership Rewards back. In summary, the way that American Express removed the signup bonus ( XXXX Membership Rewards ) from my account is baseless, and is against their terms and promise to customers. I strongly urge American Express to take responsibility to correct this mistake in a proper and prompt way.
Company Response: Closed with explanation

Timely Response

2017-08-04

Barrington, IL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Closed with monetary relief

Timely Response

2017-08-03

Reeds, MO

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Complaint: Contacted a family member and discussed private information. Further, upon questioning, provided a reason of " you must have called us from that number before ''. This is 1. A privacy violation and 2. Not a valid reason even if the latter statement is true.
Company Response: Closed with explanation

Timely Response

2017-08-03

TX

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: On XX/XX/XXXX I was unable to access my American Express Serve account. When I attempted logged in to app, I had message with XXXX number to call becauae account was frozen. I called answered all security validation questions and was transfered again. Repeated process and was told my account was permenantly froze and I wouldnt receive ANY OF MY {$3000.00} THAT WAS MY MONEY ALL LEGITIMATE!!!!!! They have never sent single email or phone call! No explanation besides user agreement 15d ... .. Which is vague piece of trash basically saying They can CRIPPLE your family and steal your hard earned money for any reason they want! its been a month and no word! I was told by one of the multiple " supervisors '' I spoke with that I would hear from them after 10 day investigation! I was told all MY MONEY would be returned to funding source!!!!! What about my cash reloads from all around Texas???? Hpw Will I be refunded! This is an outrage and I 've been relentlessly seeking justice and exposing this " business ''! I 've found multiple othet victims of American Express Serve and am in contact with them. I have XXXX small children and this has caused more p4problems than you can imagine! My money was stolen and I need help please!
Company Response: Closed with monetary relief

Timely Response

2017-08-03

Madison, 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
Company Response: Closed with explanation

Timely Response

2017-08-02

Jupiter, FL

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 X/X/2017 I submitted a complaint about a charge on my card totaling $ XXXX and amex responded that they are not willing to give me the bonus points for signing up for the card. However they also said they are not willing to refund the $ XXXX debited to my card for amex travel being that these flight were already takes. THIS IS 100 % NOT TRUE. the $ XXXX for flights booked with amex travel on XX/XX/XXXX were cancelled by the fraud prevention team and we never took those flights. Just lookup the PNR confirmation number. We are therefore are still owed the $ XXXX on the card XXXX2017* AMEX TRAVEL PURCHASE WITH MR POINTS {$22000.00} Doing business as : XXXX XXXX XXXX XXXX Reference : XXXX Category : Other - Miscellaneous
Company Response: Closed with explanation

Timely Response

2017-08-02

Stamford, CT

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

2017-08-02

Glendale, CO

Fees or interest

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

Problem with fees
Complaint: American Express charged 2 {$39.00} late fees for a {$75.00} dollar carried balance over 45 days. Spoke with XXXX XXXX who explained the company policy of charging {$39.00} late fee and {$39.00} for a carried balance or 2.09 % whichever is greater for balances which are greater than {$50.00}. This resulted in late fees greater than my balance which is unreasonable by any measure.
Company Response: Closed with explanation

Timely Response

2017-08-02

Bloomfield, NJ

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2017-08-02

Simi Valley, CA

Getting a credit card

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

Sent card you never applied for
Complaint: American Express sent me a credit card which I never applied for.
Company Response: Closed with explanation

Timely Response

2017-08-02

South Florida, FL

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 have mailed and faxed about this information on my credit report and the company have yet to respond and it been over 30 days. I did not authorize anyone to make these inquiries.I thought I had my account set that they have to get additional information to make sure its me.I know for sure this did n't happen.This is having a negative impact on my credit Amex XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX ( this bank seem to run my credit every other month ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX/XXXX XXXX XXXX ( I have no clue what this is ) XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2017-08-02

Agana, GU

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response