AMERICAN EXPRESS COMPANY

2017-07-24

Eugene, OR

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

2017-07-24

UT

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: American Express and XXXX XXXX keep reporting negative remarks on my credit report. My Chapter XXXX was back in XXXX 2011. When I do get it removed it comes back in a month, especially if I apply for a loan. I feel this is unfair and abusive power that they have with credit agencies. Thank you XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-22

Three Bridges, 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 applied XXXX XXXX card on XX/XX/2017, and I used their XXXX+XXXX limited offer which ended in XX/XX/XXXX. I already spent more than {$5000.00} within the first three months. But I only got the XXXX base offer. I tried to argue with Amex and failed. But I have no proof that I used this offer.
Company Response: Closed with explanation

Timely Response

2017-07-22

Wallington, NJ

Fees or interest

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

Problem with fees
Complaint: I received a message and a call from American Express and was advised that me account was past due even though I set up automatic payments. I was advised that the late fee would be removed however it would come off of my balance and not the minimum due. Customer service was horrible and the fact that this company was not willing to assist in changing the minimum fee is not acceptable. I should not have been charged a late fee at all.
Company Response: Closed with explanation

Timely Response

2017-07-22

FL

Other features, terms, or problems

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

Privacy issues
Complaint: On XXXX XXXX, 2017 I received my second unsolicited and unwanted American Express credit card ( this card came at least with a return address on the envelope : XXXX XXXX XXXX, XXXX, NE XXXX ). Just the month before I had received the first American Express card AND a sheet of checks to get cash from credit, which totally appalled me! This 1st card had a much higher credit limit than the 2nd one received called XXXX Credit Card from American Express. Both of these unwanted, nor ever asked for credit cards were followed within a day or so by a letter from American Express containing my PIN numbers! I have never used a PIN # in my life. Any phone numbers provided by American Express were those to confirm/use these cards or to automated menus which gave me no relevant options to demand these cards and cash-back checks be stopped immediately! I surmised these financial assaults also included surveying my personal data from credit reporting companies without my consent. I resorted to destroying the first credit card and checks, which if misdelivered, as much of our other mail has been to the house just down the block with same house number, could have done copious mental and financial damage. I contacted consumer finance.gov which failed to send me the complaint form I requested for the first mailing and feel very violated and vulnerable as we have mail delivery/misdelivery problems in this very populated and unbridled-growth city of XXXX XXXX, Fl that we live in very close to downtown. We feel this unsolicited and irresponsible, predatory financial marketing is endangering our very good credit, as well as carelesssly exposing us to identity theft and financial liability. We do not owe anyone anything. We have paid off our mortgage, our cars and pay our XXXX credit cards off each month in full! We resent American Express and any other corporate predator endangering our privacy and financial security. Please help my husband and myself with this matter. Very sincerely, XXXX XXXX XXXX XXXX, Florida
Company Response: Closed with non-monetary relief

Timely Response

2017-07-22

Traver, 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: I signed up for a new American Express Gold Skymiles credit card on XX/XX/XXXX. There was a promotion going on at that time ( XX/XX/XXXX/XX/XX/XXXX ) that stated if I spent over {$1000.00} in a 3 month period, I would receive XXXX points. I completed these requirements. However, I noticed I was n't getting the bonus points showing up in my statements after completing American Express requirements. I contacted Customer Service a couple of times but was n't able to get this credited. I also sent a letter to their Customer Care and Billing Inquires on XX/XX/XXXX outlining my concerns. I recd. a response dated XX/XX/XXXX denying my request to credit my account with XXXX points Dispute Reference # XXXX. ( Note -- I did have this same card several years ago -- Opened on XX/XX/XXXX and ended up closing on XX/XX/XXXX ). The reason basically given for not awarding me the XXXX points was I had this card previously and was not eligible for the bonus points. American Express indicated that per the Terms and Conditions of the Gold Delta SkyMiles application process, I am not eligible to receive this offer again. I have gone back through this application process at the time I applied ( XX/XX/XXXX ) and there was no Upfront notice that I would not be eligible. I have seen later promotional advertisements on internet from A.E. on this program that does mention not being eligible for this offer if you 've had it before. However, that did not occur in my case. Had the promotional offer I signed up for on XX/XX/XXXX clearly stated I would not be eligible, I would not have signed up for this card. I feel like I lived up to my part of the Contract and American Express has not. I am aware of some other individuals who signed up for this very same card about the same time as I did and some received XXXX points and they also had previously signed up for this same card and promotion a year or two previously. Something is n't right here. If American Express was more Upfront in their Disclosures, I could accept that, but that was not the case. I feel like this Promotional offer was something like a Bait and Switch Operation. I understand most people would not spend the time to complain about a rather minor issue but I do n't like any organization taking Advantage of me and therefore I request you consider this complaint and act accordingly. Thank you
Company Response: Closed with explanation

Timely Response

2017-07-22

Glassell, CA

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response

2017-07-21

Milwaukee, WI

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XX/XX/XXXX I went to XXXX XXXX XXXX to withdraw XXXX $ I got a receipt that said invalid entry please try again. No money dispensed so I thought I would try for XXXX $ thinking it 's the hoilday maybe the time machine is low on money. I get a receipt that says please contact your merchant. I thought I would go try another XXXX XXXX time machine. I pulled over and checked my account from my mobile app and the XXXX $ dollors was deducter from my account and the transaction shows completed. I am using an American express prepaid card that was issued from XXXX XXXX tax service 2 years ago and I have direct deposit from my employer. I called customer service and filed an disbuet. They said someone will contact me within three business days by email. They also wanted me to send a written request to a fax number. I did that aling with receipts from the transaction. There policy says it can take 10 days to receive a temporary credit and 45 days for a compleate investigation. I went to XXXX XXXX office located in XXXX and was told they would check there records and call me back. They called to say they were balanced so the card holder has to be overby XXXX . They concluded they investigation on XX/XX/XXXX and the email said that they were informed that the money was dispensed from the merchant. I filed a dispute with American express.I then took that e mail back to the corporate office and was told that this was not true. The North shore rep from the electronic department And I had a conference call with.American express and was told that they are not able to connect us to the dispute team, they only contact was email and were not able to provide that information either. Well since I had a fax and email from them we then faced a written letter from XXXX XXXX rep, there star transaction showing all transaction and the amounts aking with my transaction showing no funds were dispensed. I am currently waiting to see the outcome and hopefully a credit for XXXX $ Only contact information I have is this email that they are asking me to fax to XXXX and a fax of XXXX XXXX XXXX XXXX XXXX rep were very kind and are willing to get video footage if they can.
Company Response: Closed with explanation

Timely Response

2017-07-21

Pasco, WA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2017-07-21

Detroit, MI

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2017-07-21

Lake Lincolnd, NY

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 explanation

Timely Response

2017-07-21

Gaithersburg, MD

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
Company Response: Closed with explanation

Timely Response

2017-07-21

Foothill Ranch, CA

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Company Response: Closed with explanation

Timely Response

2017-07-21

Pasco, WA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2017-07-20

Hillsdale, NJ

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/2017 I seen a charge that over drew my account - 2 payments of {$220.00}. I called American Express Bluebird right away after getting that email to let them know this was not a valid charge. That was n't my only time I had to dispute these charges. On many occasions, this company did not contact me to ask me for the proof I had for my dispute. There should be a record of phone calls I have made and spoke with representatives. I have disputed the charges at least a dozen time and then finally they gave back one payment of {$220.00}. On many occasions I have called the company and explained that there is another {$220.00} that is due To my account. I have confirmations from email and fax that shows I have sent them everything they have asked for. Yet they did not look at the information and dismissed my dispute. I have a copy and I can and will send it to you if you like.
Company Response: Closed with monetary relief

Timely Response

2017-07-20

Nyc, NY

Other features, terms, or problems

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

Other problem
Complaint: To whom it may concern : I have applied for the American Express XXXX XXXX XXXX credit card onXX/XX/XXXX and got approved with a {$6000.00} line. Earlier today ( XX/XX/XXXX ) unexpectedly I noticed that my other American Express Bluecash Everyday card that I have been using since XX/XX/XXXX has got a line decrease all of a sudden from {$12000.00} to {$6700.00}, so I called American Express customer service right away. Throughout my conversation with them, it seems that when they approved my XXXX XXXX XXXX card application, they allocated {$6000.00} of my XXXX XXXX card line to the new card, and the only option to increase the line for my XXXX XXXX card is to apply for a credit line increase. This is the problem. First of all, there was absolutely no communication/notification to me regarding the line decrease/credit line allocation between the two cards in any forms after I was approved for the new card. It 's not only a question on credit card line strategies but also a customer service issue - I feel that I was n't fairly treated with my right to get notified regarding the credit decisions that the credit company is making. I understand that credit line decrease is usually communicated before being implemented and it usually has negative impact on credit bureau profile. Secondly, as much as I want to have the new card, I want to have sufficient spending limit on my XXXX XXXX card, and the sudden decrease is certainly not helpful on this front, and has affected my upcoming spending plans. Last but not least, customer service transferred me from one department to another during our conversation without providing much helpful information regarding what the possible solution is for this matter. When it comes to a " final conclusion '' that I need to apply for a credit line increase, I feel it 's beyond unreasonable as they cut the line without telling me in the first place, and by applying for credit line increase, they will have to pull my credit again without any guarantee that the line is able to be increased back to the level it was. To summarize, it was a fairly disappointing experience with American Express, and hope that the issue could be further addressed to them and resolved in a mutually-beneficial way. Thank you very much.
Company Response: Closed with non-monetary relief

Timely Response

2017-07-20

Mill Creek, IN

Unexpected or other fees

Credit card or prepaid card: Gift card

Complaint: I received 4 gift cards from XXXX when I referred a friend who switched to XXXX with 4 phones. Each card was worth {$50.00}. I do not remember the exact date when I received the cards but it was a few months ago. I noticed on the cards that they all are " valid thru XXXX. '' Also on the cards was American Express. I had {$200.00} sitting in my 'bank ' ( file cabinet ) and saw no urgency to use them immediately since they were good until the above date. On XXXX XXXX I decided to use one card when my brother and I went out for breakfast. The bill was for {$23.00}. I did n't think much about it until I got home and noticed a line on the receipt that showed my balance as {$8.00}. What! {$18.00} short of what it should have been. I called American Express ( AE ) and next thing I knew I was on the phone with XXXX. I explained that AE had switched me to her and she was very gracious in offering the {$18.00} as a refund in the form of lowering my phone bill for the month by {$18.00}. She also changed my plan to one with more data for less money per month. Now THAT is customer service! I thought that was the end of the gift card fiasco. But Nooo. Exactly one week later, XXXX XXXX, out to breakfast again with a friend, I gave the cashier the card explaining it was worth {$8.00} and I would pay cash for the balance. She replied that it was only worth {$5.00}. Another {$3.00} was taken from my card. Now I was furious. I called AE this time, understanding that XXXX had nothing to do with this 'theft '. The person on the phone, who I could hardly understand because they spoke a different native language than I do, told me that after 6 months they start taking {$3.00} a month from my card, as stated that on the back of the card. So I checked it out. But also on their card it specifically states that " FUNDS DO NOT EXPIRE. '' My dictionary is an old one, from my college days, but I think the definition of 'expire ' remains the same ... '' to die out ''. AE is killing MY money! I requested to speak to a supervisor and got nothing but a run around. They actually sent me back to XXXX. I tried calling AE one last time and the same thing happened. Now I have talked to many 'supervisors ' on the telephone but AE is the first company I have ever had conversation with that refused to switch me to a 'higher up '. I then checked the 'balance ' of the other 3 gift cards and AE had 'stolen ' a total of {$84.00} from me. In another 3 weeks or so they probably will do that again. That is what drove me to my attorney and he sent this link to me. I have several cards. A couple debit cards, and several credit cards. I do not have a large credit card debt but I use the cards to transfer balances and currently will be paying 0 % interest for the next 18 months. The only reason I mention this is that, while I have many cards, I can not remember ever reading anything on the back of any of my cards. I have never needed to and it has never come back to bite me in the XXXX like AE has done to me. This is a despicable way to do business.
Company Response: Closed with explanation

Timely Response

2017-07-20

TX

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 XX/XX/XXXX I made a purchase for {$290.00}. I returned the same day and got the amount refunded to my card. On XX/XX/XXXX I still had not recived the refund so I called the prepaid card company and they filed a dispute. I have called everyday to check on this because I really needed the money back. XX/XX/XXXX there was a entry on my statement online " merchant credit hold for review '' they are stating that they recieved the refund frim the merchant but are " reviewing '' the transaction. They say they have up to 7 more days to hold the credit. They will not release the hold.
Company Response: Closed with monetary relief

Timely Response

2017-07-20

Hayward, CA

Problem with a purchase or transfer

Credit card or prepaid card: Gift card

Charged for a purchase or transfer you did not make with the card
Complaint: Dear CFPB, I'm contacting you to file a complaint against the XXXX XXXX program card (you can spend the points you accumulate at certain stores like XXXX or XXXX,...) in where I lost ~$XXXX worth in their point system on XX/XX/2017 due to identity fraud of someone posing to be me (it was obvious fraud because of differing geolocation from where I live) and spending all my XXXX points in a shopping spree worth $XXXX ($XXXX at XXXX plus $XXXX at XXXX ). What frustrates me is that XXXX XXXX does nothing about it despite contacting them over 20 times. Every time I call/email their customer support (I have multiple case numbers recorded) to try to get my points back or at least something resolved, you can tell the customer support representative is going through a memorized script and I can never escalate to a supervisor because they are always "out". They then always proceed to end the call promising that they will call back which they never do- even when I asked them to be specific about the time and day. Every time I call, I always get a different CSR and my case is somehow still on square one despite it being over 5 months "pending". Below is an example of an email where they give false escalation and time period to when they will contact you back which is never: ---------- Forwarded message ---------- From: Date: Sat, XX/XX/2017 at XX/XX/XXXX XXXX Subject: Resolution for your missing points claim:XXXX Thank you for having contacted XXXX. Regarding your XXXX points dispute, we are aware that you have spoken with us various times. We have escalated this to a higher level with the XXXX Special Team. Please allow us 5 to 7 more business days to provide you with a final resolution. We know these points are important to you and apologize for the delay. For your convenience, you can track your points and view your account summary online at XXXX or on your mobile app. Sincerely, The XXXX Service Team ----------------------------------------------------------- XXXX: XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX ------------------------------------------------------------------------------------------------------------- What makes this even worse is their system security is so poor that, even though I changed my PIN number and got a new XXXX card the next day the identity fraud happened (XX/XX/2017), I got hacked again on XX/XX/2017 saying I used the XXXX points I've started accumulating again [not the XXXX points (equivalence of $XXXX) that were lost the first time]. I'm writing to you because this is very frustrating to me in lost money ($XXXX), time (over 5 months), and identity (twice taken) and that XXXX XXXX card is not responding in any way to correct this. I honestly do not think I'm the only disgruntled customer at XXXX XXXX card and that there is something fishy going on with this "rewards program card". See more horrific complaints on their XXXX page: XXXX Here is XXXX Rewards website to give you context of what it is: XXXX I'd be more than grateful if CFPB could get to the bottom of this. Sincerely,
Company Response: Closed with non-monetary relief

Timely Response

2017-07-19

Bluffdale, UT

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Company Response: Closed with monetary relief

Timely Response

2017-07-19

Lynn, MA

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 submitted a complaint about my XXXX mom 's bluebird account. I received a letter on XX/XX/XXXX from the company requesting documents from me, I faxed the documents to them on XX/XX/XXXX. I then spoke with them on the same day. They told me they were going to process the check which would take 5 days and send the check out which would take 10 days. I am concerned that I have not received it yet. I spoke with a representative of the company today, and he said he can not give me any information on whether the check was sent out, I have to sit and wait here forever. It is not their money to keep. I do n't know why they wo n't talk to me, as they can not speak to my mother as she is XXXX. my CFPB Ref. No. is : XXXX Ref : XXXX
Company Response: Closed with monetary relief

Timely Response

2017-07-19

San Francisco, CA

Other features, terms, or problems

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

Other problem
Complaint: Hi there, I have spent about five hours trying to resolve an issue that was Amex 's error, and I hope someone can help. I was trying to pick a hotel for my upcoming trip to XXXX the other night. I browsed a number of different hotels via Amex 's travel portal, and eventually decided on one. I filled out the purchase information, and had my boyfriend review the reservation with me. We then placed the order, and on the confirmation page, Amex reported that it had just booked us a reservation at a different hotel than the one we had selected -- one that we had looked at in our search, but decided not to use. This reservation was also marked as non-refundable. We called Amex immediately to correct this mistake on Amex 's part, and were on the phone with them for over 45 minutes. They eventually informed us that it was up to the hotel as to whether or not we could cancel our reservation, and furthermore, that the hotel was currently closed -- we should call back in 2 hours. Since it was nearly XXXX XXXX at this point, I decided to call back the next morning. I did so, and after a long call with Amex, they attempted to call the hotel 's reservation desk and cancel again. This was unsuccessful, and Amex recommended that I call back again at midnight in my local time. I did this, making this the third call to Amex to resolve this particular issue. After another 45-minute call, I was informed that the hotel 's reservation desk was closed again, and was advised to call Amex back at XXXX XXXX in my local time again. This began to become frustrating. I ca n't keep calling Amex to ask them to ask the hotel to cancel a reservation that I never asked for in the first place. I would like Amex to deal with this, cancel the reservation that I never requested, and refund the charge to my account. I understand that the hotel has a no-refund policy, which we noted when we chose *not* to select this hotel in the first place. Since Amex 's website was in error, we would appreciate not being charged for this mistake. Thank you, XXXX XXXX XXXXXXXXXXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-19

Arsenal, PA

Closing your account

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

Company closed your account
Complaint: I opened an American Express Platinum card with a XXXX bonus point offer this past XX/XX/XXXX. During the application, it asked me for my income, and, as I was a XXXX XXXX at the time, put {$0.00}. My card was still approved. For the first payment, I forgot to inform my checking account bank that I had a new credit card, so when they saw the payment, they flagged it as fraudulent. I straightened it out and paid off my debt as soon as I realized. I met the spending requirement for the bonus points, but never received the bonus points or spent any bonus points at all. The account was fully paid off. After this, American Express canceled my Platinum card. They say it was due to my {$0.00} income ( which they knew about when I applied ) and due to the fraud alert on the card ( which was not a genuine fraud ). I spoke with them on multiple occasions and was assured once I started my new job this summer after XXXX that they would reinstate the account. I have now started my new job and called American Express to reinstate my account. They told me I would have to apply for a new Platinum card as they can not reopen the card. They told me that I will not be eligible for the XXXX bonus point offer because I previously held a Platinum card ( despite not receiving or using any bonus points whatsoever ). They refused to compromise on this situation and instead offered me a Platinum card without any bonus points attached at all.
Company Response: Closed with explanation

Timely Response

2017-07-19

Atl, GA

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: Further to my Complaint no. XXXX and the Company 's Response, I reiterate that I applied for the card under the promotional offer by clicking on a link to the offer. Although the welcome bonus offer was described in the terms and conditions and an additional disclosure before I applied for the card, American Express should have either denied my application or informed me that I was not eligible for the offer at the time of approval of my application. Amex did neither, and made me believe that I never had a similar card in the past and that I was eligible for the offer. Only after meeting the offer requirements and demanding the bonus, Amex told me that I previously had a similar card. It is clear that Amex was not fair in communicating with prospective custo mers.
Company Response: Closed with explanation

Timely Response

2017-07-19

Atlanta, GA

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: Further to my Complaint no. XXXX and the Company 's Response, I reiterate that I applied for the card under the promotional offer by clicking on a link to the offer. Although the welcome bonus offer was described in the terms and conditions and an additional disclosure before I applied for the card, American Express should have either denied my application or informed me that I was not eligible for the offer at the time of approval of my application. Amex did neither, and made me believe that I never had a similar card in the past and that I was eligible for the offer. Only after meeting the offer requirements and demanding the bonus, Amex told me that I previously had a similar card. It is clear that Amex was not fair in communicating with prospective customers.
Company Response: Closed with explanation

Timely Response